Hi guys,
I had the same problem with name of the patients, What I usually do, when they tell the last name I just ask them and make sure by asking is it ocoonel with O.Eventhough I didn't understand their name, that way I know which bin I have to look for it.If I am wrong they will clarify at that point.Once I know the bin I go though the names and pick the name similar to that they told.Then I make sure the patient by asking them their date of birth.Remember do not read the date of birth and ask them if it's correct.Ask an open question about date of birth.
I think this would help.