Quick answer
When you submit cases and get a patient is not registered error, it comes down to one of two situations:
- A patient you know is (or was) registered with you is showing as not registered.
- A name you don't recognize appears in the error, someone not on your masterlist at all.
Either way, that one patient doesn't block the rest of your batch. You can revert the affected visit to Pending and submit everything else while it gets sorted out. The two situations are explained below.
Situation 1: A patient you know was registered with you
This is the most common one. You recognize the patient and you're sure they were registered with you, so the error doesn't make sense.
It usually means one of two things:
- The patient was registered with you, but is no longer registered with you now. (Most common.)
- The patient was never registered with you at all.
Why a patient stops being registered with you
If they were registered before but aren't now, it's usually one of these:
- PhilHealth untagged the patient. PhilHealth has been untagging registered patients on their end. This is worth checking with them directly. If the patient was untagged, you can request PhilHealth to tag them again.
- The patient is now registered with another facility. What typically happened: the patient did their FPE or an initial visit with you, then went to another facility. That facility submitted Tranche 1 earlier than you did, so the registration locked in with them. A patient can only be registered to one facility at a time, so the earlier submission secures the patient there instead of with you.
What to do
To submit your other cases now:
- Go to Daily Visits.
- Find the affected patient(s).
- Revert their visit to Pending.
- Submit the remaining cases.
To find out what actually happened: Contact PhilHealth and ask them to confirm whether the patient was untagged, or is now registered with another facility. They can check on their end. If the patient was untagged, you can request PhilHealth to tag them again so they're registered with you.
Situation 2: A name you don't recognize appears
Sometimes the error shows a patient name that isn't on your masterlist at all, and you have no idea where it came from.
This happens because PhilHealth always shows the member's name, not the dependent's. So if the name in the error isn't one of your registered patients, it usually means the error is about a dependent registered under that member who is no longer registered with you. What you're seeing is the member's name, not the dependent's, which is why it looks unfamiliar.
What to do
- Contact the team. We can check which dependent the error is actually referring to. Make sure to show us the specific error to easily pin down the issue.
- Once we identify the dependent, mark that visit as Pending.
- Submit the rest of your cases.
Why one patient blocks the whole batch
- When you submit, every case in "For Submission" status goes in together as one batch. If even one of them is a patient who's no longer registered, the whole batch fails, not just that one case.
- The affected patient reaches "For Submission" status because your masterlist still shows them as registered with you. The error is the system catching that they aren't registered anymore.
- Reverting the affected visit to Pending pulls it out of the batch, so everything else can be submitted. Cases in Confirm Registration, Pending, or No Submission status aren't included in a submission anyway, so those never cause this.
