> ## Documentation Index
> Fetch the complete documentation index at: https://docs.phbhealth.com/llms.txt
> Use this file to discover all available pages before exploring further.

# They already have PHB

> Find the HPN of a patient who already has PHB but can't remember their number, without creating a second record.

A patient says "I already have PHB, but I don't know my number". Your search finds nothing, because name and phone search only covers patients who have been to your facility. This look-up finds their existing HPN.

## Before you start

You need:

* The role `receptionist` (or `owner` or `admin`).
* The patient present, with the phone they registered with.

## Steps

The look-up appears in two places: under an empty search on **Find · check in**, and on step 1 of **Register at desk** when there is no match.

<Steps>
  <Step title="Enter what the patient tells you">
    Enter **Their phone**, their **Surname**, **Date of birth** and **State of origin**. The name does not have to match exactly.
  </Step>

  <Step title="Send them a code">
    Click **Send them a code**. If the details match a PHB record, the patient gets one text message with a code.
  </Step>

  <Step title="Ask them to read it back">
    Type the **Code they read back**.
  </Step>

  <Step title="See the result">
    You see **Patient found — their existing PHB number is shown below.** under **PHB has this person as**. You see the HPN and the name only.
  </Step>

  <Step title="Start the visit, or discard">
    Click **Start a visit** to load them into Find, then use **Start visit** on their row. Or click **Not them**.
  </Step>
</Steps>

<Note>
  Nothing is added to your facility by the look-up itself. If you click **Not them**, you see **Look-up discarded. Nothing was added to this facility.** The patient only joins your facility when you start a visit.
</Note>

## What you can do here

* Recover a patient's existing HPN.
* Avoid creating a second record for the same person.

## Common problems

| What you see | What to do |
| - | - |
| **That did not check out.** | Check the code with the patient and try again, or click **Send a new code**. |
| The patient didn't get a code | Click **Change details** and check the phone, surname, date of birth and state with them. |
| **The name you entered is not the name on file.** | Confirm with the patient that this is them before you continue. |
| The patient no longer has that phone | This look-up can't help. Register them as provisional only if you are sure they can't be found, and tell them the record may be separate. See [Patient without a phone](/workflows/patient-without-a-phone). |


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