Process Steps
Step | Activity | Description |
1 | Detect | Querier identifies a potential patient mismatch where returned demographics, documents, or other clinical data do not belong to the patient queried. |
2 | Contain | Querier removes, quarantines, or suppresses the mismatched data from use and instructs any downstream recipients to do the same, if applicable. |
3 | Report to Kno2 | Submit the suspected incident to carequality@kno2.com or qhinsupport@kno2.com and provide the required information as detailed below. Please be aware that sensitive information should be shared securely. Do not send PHI via standard email or chat functionality. |
4 | Kno2 Investigation | Kno2 reviews transaction details, validates the mismatch, determines whether the issue originated with the responding organization or implementer, and coordinates follow-up as needed. |
5 | Root Cause & Resolution | Kno2 communicates findings, corrective actions, and any remediation timeline to the reporting partner. |
Please include the following details in any support requests
(IMPORTANT! Share securely as sensitive information)
Timestamp of query
TraceParent ID or CF Ray ID
Queried patient demographics
Returned patient demographics
Initiating organization / OID
Responding organization / OID
Confirmation that mismatched data has been removed
Kno2 will:
Review information provided for reported mismatch
Engage the responding organization and/or implementer when necessary
Communicate findings and corrective actions back to the reporting partner
Follow up Consideration (Recommended)
All queriers (as part of an API integration or manual portal queries) are encouraged to either run a reverse-match check on returned demographics as a second layer of validation, or visually review if querying manually. Below are common practices as outlined in our developer documentation and included in training for portal users.
Do not rely solely on matchConfidencePercent. This value is calculated by the responding system using its own patient matching methodology and is not standardized across networks.
Compare returned demographics to your local patient record. Review demographic information returned by the responding organization and confirm alignment with the queried patient.
Consider using your organization's patient matching rules or validation process as a secondary check before retrieving or ingesting documents.
Present demographic information for review (API consumer). Where feasible, display returned patient demographics to users so they can verify the match prior to document retrieval or reconciliation.
Investigate discrepancies before proceeding. If returned demographics do not reasonably align with the queried patient, do not assume the match is valid and report the issue following the patient mismatch process.