Introduction
Hero now integrates directly with SystmOne, enabling healthcare providers to streamline patient workflows, manage messaging, and maintain interoperability between Hero and the EHR.
This connection is powered by Hero Sidekick, a small desktop application that runs on a Gateway PC. Together, Sidekick and the Gateway PC create a secure, always-on bridge between Hero and SystmOne.
Because of the technical requirements of SystmOne, using Hero effectively depends on having a correctly configured Gateway PC running Sidekick. This article explains what a Gateway PC is, why it’s needed, and how Sidekick uses it to keep everything in sync.
What is a gateway PC?
A Gateway PC is a designated machine within an organisation that remains logged into SystmOne at all times. It acts as a bridge between third-party applications (such as Hero) and SystmOne, facilitating data exchange and integration.
Key requirements for a gateway PC:
Must always be switched on and logged into SystmOne.
Should ideally be located in a server room or back office, not used by end-users.
If it must be used, users should lock the session rather than log out to maintain active connections.
If another user needs to log in, they should use 'Switch User' rather than fully logging out.
A restart may be required when changing the designated Gateway PC.
How Sidekick works with the Gateway PC
Hero Sidekick is the application that actually talks to SystmOne via the Gateway PC. It:
Detects when a patient is selected in SystmOne and syncs their details to Hero.
Enables real-time booking, cancellation, and rescheduling of appointments from Hero into SystmOne.
Writes clinical notes, SNOMED codes, and observations directly back into the patient record.
Sends and receives messages linked to SystmOne patients.
Without Sidekick running on the Gateway PC, Hero cannot connect to SystmOne, even if the Gateway PC is switched on.
Enabling Gateway Mode in Sidekick:
Sidekick now includes a Gateway mode toggle designed for using Sidekick purely as a connection point between Hero and SystmOne.
When enabled, Gateway mode disables all other features and ensures Sidekick runs in a streamlined, background-only mode for stable SystmOne integration.
Where to find it:
Open Sidekick
Go to Settings (top-right)
Click into User Settings
Scroll to find the Gateway mode section
Toggle it on
The setting will look like this:
What it does:
Disables non-essential features such as messages or UI components not relevant to SystmOne
Ensures Sidekick behaves as a passive background agent, reducing UI interruptions and improving reliability
Recommended for designated Gateway PCs
Once enabled, Sidekick will focus solely on syncing Hero with SystmOne. This is especially useful for server-room or back-office devices where no day-to-day usage of Sidekick is expected.
Why is a gateway PC (and Sidekick) needed?
1. Persistent connectivity with SystmOne
Since SystmOne does not offer a fully cloud-based API, third-party applications like Hero must rely on a local machine to act as an intermediary. The Gateway PC enables Hero to:
✅ Sync patient records
✅ Send and receive messages
✅ Book and manage appointments
✅ Store clinical data, including SNOMED codes and observations
2. Preventing service interruptions
If the Gateway PC is turned off or logged out, Hero will be unable to communicate with SystmOne. This can result in:
❌ Failed patient lookups
❌ Inability to save messages or records
❌ Bookings fail to sync potentially causing double bookings
❌ Delayed updates to patient data
Common issues & troubleshooting
If Hero is not functioning correctly within SystmOne, check the following:
Is the Gateway PC switched on and logged into SystmOne?
Is Sidekick running on the Gateway PC?
Has the user logged out instead of locking the PC?
Has the Gateway PC restarted without logging back in?
Is the correct Gateway PC assigned in SystmOne settings?
Next steps: ensuring a smooth experience
Confirm with your IT team that a dedicated Gateway PC is set up for Hero.
Ensure staff are aware of the need to keep it logged in at all times.
Monitor connection stability and report issues if data syncs are failing.
By properly configuring a Gateway PC, Hero and SystmOne can work together seamlessly, reducing administrative burden and improving efficiency in patient care.
For further support, please contact the Hero support team or your IT lead.