Summary
Do you ever get an error when trying to save a patient, no matter what you are trying to enter or change on the patient? This article addresses the most common reason for that error, and how to work within Cloud 9 to correct that issue.
Adding diacritics (or accent marks) or special characters to a patient or responsible party's name(s), addresses, related parties, professionals or referrals will cause an error when accessing patient's accounts.
Accent marks—technically called diacritics—are symbols added to letters to change their pronunciation or meaning. The most common ones include:
- Acute Accent (é)
- Grave Accent (è)
- Circumflex (ê)
- Diaeresis or Umlaut (ë)
- Tilde (ñ)
- Cedilla (ç)
The screenshot below shows two diacritics - accent marks - within the patient's information. One is in the patient's first name, while the other is hiding in the patient's address.
This screenshot below shows the error message that displays when try to save the patient's account.
Fixing the Error
To correct this will require a small work around, as saving the patient itself is no longer functioning correctly. To fix these errors and remove the diacritics or special characters, please follow the below instructions:
- Step 1 - Navigate to Edit > Setup > People.
- Step 2 - Search for the patient's name (the format is Last, First). Select the patient then click Edit.
- Step 3 - On the Edit People screen, please remove any letters containing diacritics or accent marks. You may notice symbols replacing certain letters; this is caused by these diacritics and accent marks, as shown in the screenshot below. You may not see the symbols when initially looking at the patient account unless you click edit to dig in deeper on any address or contact information (like in the screenshot below).
Note: If the diacritic or accent mark is not on the patient's account itself, but instead on a referral, you can also navigate to Edit > Setup > People. You will then search for the dentist/referring party, and make the necessary edits to that person there. Remove any symbols or special characters and save to resolve the issue.
As always, if you have any further questions, please do not hesitate to reach out to Cloud 9 Support by emailing us at cloud9support@planetdds.com, or chatting us online using the chat bubble on the lower right at https://cloud9support.planetdds.com/hc/en-us, or giving us a call during our business hours of 8:00 AM EST to 8:00 PM EST at the 1.800.394.6050 option 2.