There are a few reasons you might not be able to access a patient's clinical window and this will depend on the message you get when you try to open it.
1. Locked Patient Record
This will come up if someone else already has the window open. If you know that no other user is currently accessing it but Genie still says it is locked, you will need to try dropping the user. If this doesn't work then the Genie Server application will need to be restarted when all users are able to log off. For more information on Locked Patient Records, please refer to our article on Locked Record Alert.
2. Enter XXX's Password
If you're getting the below prompt, it means that the user listed has locked this patient record so that only they can open it:
To open the patient record you will need to enter this user's password which will unlock the record.
To unlock the record permanently, open the patients Demographics window and select Unlock Clinical Record
You will be prompted for the user's password again. Once this has been entered, anyone will be able to access this record.