FAQ & Troubleshooting: Patient Management
Common validation errors and questions when working with patient records.
"Phone must be in +234 format"
Nigerian numbers only, in full international format: +234 followed by a number starting with 7, 8, or 9, then 9 more digits (+2348012345678). Numbers starting with 0 (like 08012345678) need the 0 replaced with +234.
Is there a limit on how many patients I can add?
No — patient records are unlimited on every plan, including the free Starter plan. See Usage & Limits for what actually is limited.
Where does the MRN (medical record number) come from?
It's generated automatically when you create a patient — you never type one in, and it can't be edited afterward. It's unique within your workspace, not globally, so two different pharmacies can have patients with the same-looking number.
"At least one SOAP section must have content" / "Either vitals or labs must be provided"
Both Visit notes and Clinical Assessments reject a completely empty save — fill in at least one relevant field before submitting.
Why can't I add more than 10 attachments to a visit?
That's a hard limit, along with a 100MB-per-file cap — for a large file set, consider linking out to external storage and noting the reference in the visit instead.
Why did my care plan get rejected?
Care plans need at least 1 (up to 10) goals and at least 1 (up to 15) objectives, each within a minimum/maximum character count (goals: 5–200 characters; objectives: 5–300 characters). Very short entries like "improve" will be rejected — be specific enough to clear the minimum.
I deleted a patient by mistake
There's no self-service restore. Delete / Deactivate Patient explains what actually happens — contact support rather than re-creating the patient as new, since a fresh record won't carry their history.
My export is missing clinical data
That's expected — Exporting Patient Data only includes demographic and contact fields (name, MRN, phone, email, DOB, gender, blood group, genotype, state, address), not notes, medications, or visit history.
I can't start a new MTR for a patient
A patient can only have one active MTR session at a time — complete or close the existing one before starting another.