Patient Identification Issues
Troubleshooting patient not found errors and red AIR status badges
Problems identifying patients in AIR, resulting in red status badges and inability to access immunisation data.
Red "Not Identified" Badge
Symptom: Customer profile shows a red AIR badge instead of green.
Meaning: Light could not match the patient's details with an individual in AIR. No AIR functions are available until the patient is identified.
Common Causes and Solutions
Incorrect Medicare Card Number
Check: Verify the 10-digit Medicare card number matches the patient's physical card.
Fix: Update the Medicare number in the customer profile, then refresh.
Wrong Individual Reference Number (IRN)
Check: The IRN is the number next to the patient's name on their Medicare card (1-9).
Fix: Update the IRN in the customer profile.
Date of Birth Mismatch
Check: Verify the date of birth matches Medicare records exactly.
Fix: Update the date of birth in the customer profile.
Formatting Issues
Check: Ensure no extra spaces or characters in the Medicare number.
Fix: Remove any spaces, dashes, or extra characters.
Patient Not Registered
Cause: Patient may not be registered with Medicare or AIR (e.g., overseas visitors, newborns not yet registered).
Fix: Patient needs to register with Medicare first. AIR identification requires Medicare registration.
After Correcting Details
- Update the customer profile with corrected information
- Close and reopen the customer profile (or refresh)
- Check if the AIR badge turns green
If the badge is still red after correcting all details, contact the Light Support Team with the last 4 digits of the Medicare number and the issue details.