The most common reason for such an issue is when the clinic is integrated with EzyVet and the Patient’s records are created in SmartFlow. For avoiding such inconveniences we advise always to create the patients in the ezyVet interface as Smart Flow does not send treatment objects to ezyVet (i.e. ezyVet "doesn't even know" about such kind of patients). 

When using Smart Flow integration with Ezyvet there are a few settings that we recommend to put as default. Among those recommended Smart Flow default settings you can see ‘LIMIT PATIENT CREATION TO EMR’ When it is toggled to 'ON'- your patients will need to be created in your EMR - once you transfer patients to Smart Flow within their department - you will be able to see them in your whiteboard:

If this option is toggled to OFF it is possible to create a patient in Smart Flow (Via our Admission form or from the "add patient" button on the web or iPad) and to allocate that patient to an appropriate record in ezyVet while being following the instructions in this FAQ.

Creating a Smart Flow Sheet through ezyVet is done via the animal's Clinical Record. No patient should be added to SFS  directly, this should be done through ezyVet only to sync through to SFS. To do this you have to go to the animal's Clinical Record in the ezyVet interface and select "Create Flow Sheet". The patient must be marked as "In Hospital" before a flowsheet can be created.

When Patient records are created directly in SmartFlow they will not automatically attach to the correct patient and will show up in the unallocated Patient section of ezyVet where the Clinic can then allocate them with a new appointment and clinical record. So it is highly recommended to create all the patients and records through ezyVet and then "Send to Smart Flow”. Following such an order enables the link so that all entries come to ezyVet as intended. 

You can also check How procedure /medication items are coming over to Ezyvet from Smart Flow