This article outlines the solutions to the most common issues faced when attempting to check in a patient or caregiver.
In this article:
Checking in a patient
Error Message: "State Registry returned an error for this patient” when the patient has an active Medical ID."
Cause 1 - Data mismatch
If any information does not match the card of the patient, call the Patient Registry Support line at 888-733-5595 to ensure the information matches the registry (the system of record).
Additionally, ensure the ID entered into this field is exactly 10 digits long. If the ID is less than 10 digits, contact support so that they can correct the issue.
Cause 2 - Program fees overdue
If the patient’s card payment (program fees) is overdue, the card will be inactivated and can no longer be used until payment is made.
Note: The due date of program fees and the expiration date of the MMID card may not be the same.
Error Message: “The birth date you entered does not match the birth date on the patient’s record in MJPlatform, please edit and try again.”
Cause 1 - Patient date of birth is incorrect on MJ Platform
Open the patient profile and check the patient’s date of birth. If there is any incorrect information, make the necessary changes and click Save.
Cause 2 - Wrong caregiver on the patient's profile
Open the patient profile and check the Caregiver Information section. If there is a caregiver that should not be associated with the patient, remove it by clicking the Remove button
under that caregiver's information and click Save.
Error Message: "422 Validation Error For At /api/leaf/oracle/sync_patient_to_platform"
Check whether the patient’s card is overdue for renewal, and check whether the patient renewed their MMID but their new card hasn’t been printed or activated yet.
They will need to resolve these issues before they can purchase medicated products.
Error Message: "Patient is part of a restricted study"
When a patient enrolls into any restricted study regulated by the Pennsylvania Department of Health, they are only allowed buy medicated products from facilities under organizations approved for the study. They must either unenroll from the study or wait until the study concludes before they can by medicated products your facility again.
You can still check in the patient, but they will only be able to purchase non-medicated products.
If your organization has a parent organization, it is possible that one of the other organizations under the same parent is approved for the study. You can redirect the patient to ask the administrator of the study they are enrolled in for a list of approved organization permit numbers. On your end, you can contact your organization administrator to obtain your permit number for future reference.
Checking in a caregiver
Error Message: “Patient doesn’t have Medical ID or Medical ID is expired” when attempting to check in a caregiver."
Cause 1 - Data mismatch
Typically, scanning the card will correct any mismatches.
If it is still incorrect after scanning the card, click Sync Patient Profile with State Registry.
Additionally, ensure the ID entered into this field is exactly 10 digits long. If the ID is less than 10 digits, add zeros to the beginning to make it 10 digits long. For example, if the ID is 123456, enter 0000123456.
Cause 2 - Special case patient issues
If the patient does not have a Medical Marijuana ID but there is one present on the patient’s profile, check whether the patient falls into one of the following classifications:
Minor
Benefits from Assistance
Homebound
If so, perform the following procedure to re-register the patient:
Open the patient profile.
From the Status drop-down menu, select Inactive.
Click Save.
Note: This will move the order history to the inactive patient along with any reward points that had been acquired.
Return to the Check-In page.
Scan the caregiver’s card and click Search.
Click Register Patient to re-register the patient.
If applicable, you may need to add back any rewards points to the patient manually. (This ability is restricted to certain roles set up by the dispensary.)
Cause 3 - Incorrect caregiver information
Open the patient profile and ensure the caregiver’s Date-of-Birth, State Caregiver ID, and the Caregiver Medical Marijuana ID are correct.
Note: These fields do not get filled in from the registry.
Error Message: “The birth date you entered does not match the birth date on the patient’s record in MJPlatform, please edit and try again.”
Cause 1 - Patient or caregiver date of birth is incorrect on MJ Platform
Open the patient profile and check both the patient’s date of birth and the caregiver’s date of birth. If there is any incorrect information, make the necessary changes and click Save.
Cause 2 - Date of birth of another patient associated with the caregiver is incorrect
The system validates the date of birth for all the caregiver’s patients, not just the patient the caregiver is currently purchasing for. Check the profiles of each of the caregiver’s patients for any incorrect date of birth information:
Open the App Drawer, expand the People menu and click Patient List.
Enter the caregiver's name or their state caregiver ID into the search bar. Wait a few moments for the list to be filtered.
For each patient in the filtered list who should not be associated with the caregiver, modify their profile:
Click the patient to select them.
Click Modify Patient near the top of the page.
In the Caregiver Information section, check whether the caregiver is listed. If so, click the Remove button next to their information.
Click Save at the bottom of the page.
Repeat from step 2 until there are no incorrect patients remaining.
Wrong Data: Check-in worked properly, but previous caregiver information is displayed in new patient profile.
Special Case: Checking in a caregiver for a patient without a Medical Marijuana ID card (non-cardholding).
Patients that are classified as Minors, Homebound, or Benefits from Assistance do not have Medical Marijuana ID Cards issued and will not have an MMID number.
Select Caregiver before scanning.
Scan the caregiver’s card.
Enter the caregiver’s date of birth. A list of patients is then displayed.
Select the patient that the caregiver is currently purchasing for.
Note: A caregiver can have any number of patients, but a patient can only have up to 2 caregivers.
Other: An error not listed above is displayed, or you cannot check in the caregiver for the patient.
Cause 1 - Patient renewed card but did not update dispensary
It might be the case that the patient renewed their Medical Marijuana ID card, but the caregiver visited the dispensary before the patient updated their profile. While the Medical Marijuana ID card of the patient is normally updated when the caregiver checks in, follow this procedure if an error occurs:
Open the patient profile.
Click Sync Patient Profile with State Registry at the top-left of the page. Wait for the profile to update.
Click Save.
Return to the check in screen and check in caregiver.
Cause 2 - Medical Marijuana ID field in patient profile
Open the patient profile and check the Documents section. If the Medical Marijuana ID is filled in, check whether the patient falls into one of the following classifications:
Minor
Benefits from Assistance
Homebound
Note: If a patient was previously not classified as Homebound or Benefits from Assistance but was part of the program within the last year, there may be a card number in this section. The card will be inactivated once their status changes.
If the patient falls into one of those categories, perform the following procedure to re-register the patient:
Open the patient profile.
From the Status drop-down menu, select Inactive.
Click Save.
Note: This will move the order history to the inactive patient along with any reward points that had been acquired.
Return to the Check-In page.
Scan the caregiver’s card and click Search.
Click Register Patient to re-register the patient.
If applicable, you may need to add back any rewards points to the patient manually. (This ability is restricted to certain roles set up by the dispensary.)
If the patient does not fall into one of those categories, follow this procedure to correct the issue:
Open the patient profile.
Click Sync Patient Profile with State Registry at the top-left of the page. Wait for the profile to update.
Click Save.
Return to the check in screen and check in caregiver.
Patients or caregivers with new cards
A caregiver or patient did not bring their new card with them.
If a patient or caregiver renews their own medical card, but they forget to bring it with them and present an expired Medical Marijuana ID, they must exit and return with the new Medical Marijuana ID card.
A patient is present and has a new card.
The new card information will be entered into the profile upon check in.
A caregiver is present on behalf of a patient whose new card is not yet saved in MJ Platform.
Navigate to the patient profile and click Sync Patient Profile with State Registry. Then click Save.
A caregiver is present and has a new card.
You can update the system in one of the following ways.
Method 1 (Preferred)
Navigate to the patient profile of the patient for whom the caregiver is purchasing.
Click Scan Caregiver Card at the top-right of the page.
Scan the card into the field.
Scroll Down to the Caregiver information to verify it updated.
Note: If a new caregiver was entered instead of the old one updating, delete the old caregiver by clicking the Remove button (the minus icon).
Method 2
Scan their card on the Check-In page. This will generate the Registry ID and Card Number for the caregiver. Copy and paste the Registry ID and Card Number into a notepad (and then delete after update).
Open the patient profile of the patient that the caregiver is purchasing for.
Ensure the Caregiver State Patient ID and Medical Marijuana ID is correct in the patient profile.
If they are inaccurate, populate the fields with correct values and click Save.