A patient was registered twice at the clinic today. How can I investigate the entry point issue in the appointment system?

Today, the front desk at our small clinic discovered two charts for the same patient—one with insurance information and one with today's appointment. The front desk almost merged them directly. I first checked the date of birth, phone number, address, and the source of the old record, confirming that the online appointment form had written the middle name as the last name, causing the matching…