Care Management & Delivery FAQs

AlayaCareAlex · January 9

Here is a list of all current FAQs related to Care Management & Delivery. Please use this document as a troubleshooting reference guide. If issue is not resolved after going through the steps in this guide, please search through Zendesk articles or have your super user submit a Zendesk ticket.

💡 Support Tip: You can troubleshoot the issues below in your staging environment

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1. How do I enable mobile workers to see Care Plans?

You can do so by ensuring the following ACLs (Access Control Lists) are enabled for their role:

View Client
View Facility
View Care Plan

To enable these ACLs, go to Settings > Roles and Permissions

Select the applicable role (e.g. Home Care Nurse) and ensure that the correct permission is checked off:

View Client cane be found under the Customer folder (see above example)
View Care Plan can be found under the Clinical folder

View Facility can be found under the Facility folder

For more information on ACLs and how to grant employee permissions, see the following Support Articles: How do I add, edit, delete Employee Roles and Grant Permissions? and Roles and Permissions Overview.

2. Why can users see form history when the 'pre-populate with the most recent form' is not enabled in the form?

This is related to the ACLs "View Client Forms" and "Add Client Forms" which allow users to see form history. Users are able to see the form history of the last user who submitted the form because forms were designed with the intent that any user who sees that client is entitled to see the last submission history of the form to help with client care.

For more information on Forms, see the following Support Article: Feature Overview: Forms 2.0

3. I'm getting a 500 Server Error when trying to view 485. In the error message it has the URL for API clinical, what does this mean?

The most likely explanation is that special character (e.g. an exclamation point or period) is somewhere in the client profile, check items like first and last names and if the issue persists....

4. Why is the Mobile App clocking out my nurses, caseworkers etc.?

On the AC Cloud Desktop App, go to Settings > System Settings > General

And scroll down until you find Session Duration (In Minutes):

Here, you set the appropriate time duration (for example: 60 minutes, 120 minutes etc.). For example, if sessions usually last 60 minutes, set the duration for longer so that the app does not clock your employees out.

For more information on system settings, check out this Support Article: What are the different System Settings in AlayaCare?

5. How do I upload visit attachments for clients?

For attachments to be required for visits assigned to a specific care provider, the employee must have the correct employment settings enabled on their profile. To do this, follow these steps:

On the employee's profile, navigate to Employment > Employment Settings and select set/edit for the setting submit visit attachments, which you will find near the bottom of the screen.
In the dialogue drop-down, select yes to enable the setting and then click save.

Attaching documents to visits in client attachments:

No new ACLs (Access Control Lists) are required to complete this process. Any user with the Attachment > View attached documents patients ACL will be able to attach documents to visits.
To add an attachment to a visit, go to Care Documentation > Attachments on the client profile. Click upload file here or drag and drop the file to upload the document you wish to attach to a visit.

Can attachments be added via the Mobile App?

No, Client attachments can only be uploaded by the back office team. It is, however recommended that caregivers review attachments prior to visits, in case there are any updates or changes.

To view attachments on the Mobile app, simply tap into the client or their visit. Tap the Care tile, the care management tab, and then attachments.

Here, you will see different folders. How folders are structured may differ, based on your agency’s workflow.

Click on the relevant folder and you will see the attachments.

For more information on attachments, check out this Support Article: How do I upload visit attachments for a client?

6. How do I generate a new client batch?

To view past batch exports and create a new batch, go to Clients > Client Charts
On the client batch export page, you will see a list of all previously generated batches for clients listed with the Batch ID, Batch name, Batch category, Creation date, Selected visits date range, Employee who created the batch, Total clients included in the batch, and Batch status.
To generate a new batch, click Create new batch.
In the create new batch dialogue, enter a Batch name.
You have the option to select an existing Batch category from the dropdown or enter a new one. Batch categories can be used to organize batch exports according to your organization’s needs.
Choose the PDF naming format for each PDF that will be generated as part of the batch. The options currently available are Batch ID + AlayaCare Client ID and Batch Start Date + Client External ID + Last Name.
Finally, choose the start and end dates that you wish to include client records for. Only records entered during these dates or tied to visits during this period will be included in the batch. Note that the start and end dates must be within 365 days of each other.
When you are ready, click Apply to batch to proceed.

For more information, check out this Support Article: How do I generate a new client batch export?

7. How do I use custom templates for client batch exports?

You can use custom templates for the following sections of client batch exports:

Care plan
Visit attachments
Daily summary
Cover page
Service task details

To use this feature, the Custom Form Templates feature flag must be enabled in Settings > Features.

To manage templates for client batch exports, employees must be in a role with the following ACLs enabled:

Workflow > Upload custom form templates, which allows employees to access the Document Templates tab and view and download templates. This permission is also used for custom form templates.
Customer > View/edit custom document templates, which allows employees to upload and delete custom document templates for client batch exports.

For more information, check out this Support Article: How do I use custom templates for client batch exports?

8. How do I add an Infusion site on web?

You must be configured with the following ACLs in Settings > Roles and Permissions:

Clinical > View Infusion
Clinical > Add Infusion
Clinical > Edit Infusion

To add a new Infusion Site on web, go to Care Documentation > Infusion on the Client's profile

9. Why are equipment/supplies populating into the 485 for discharged service?

This is expected behaviour if the items are archived AFTER the certification period on the 485 - the certification date needs to be a least one day after the item is archived.

For more information, check out this Support Article: How do I complete a 485 in AlayaCare?

10. Why are the equipment and supplies not populating into a 485?

Check the equipment and supplies tab on the service to see if anything is listed.
Equipment and supplies cannot be copied to another service, if the list is on a discharged service, it needs to be manually created on an active service

11. I need to see interventions report for visits not linked to a form, how do I do this?

You can use Client Charts on the Client Overview page. Service Task Details will show visit interventions.

For more information, see this Support Article: How do I print a Client Chart?

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