Syncing Issues affecting Partial Patient Matches

Incident Report for HotDoc

Resolved

A fix has now been deployed to all affected customers and partial match functionality is restored.

Thank you for your patience while we resolved this issue.

Posted May 07, 2026 - 10:04 AEST

Identified

We are currently aware of an issue impacting Best Practice (BP) customers that have completed the May BP update. Customers are experiencing failures with partial patient matching during the booking process (e.g. existing patients being registered as new, or vice versa).

Our engineering team has identified the cause and is in the process of deploying a fix to affected clinics. In the meantime, affected clinics may need to enter those bookings sent to the sidebar manually.

Posted May 06, 2026 - 11:38 AEST

This incident affected: hotdoc.com.au and Practices (Integrations).