TRUE CARE SYSTEM • TROUBLESHOOTING
KPI Issues
Diagnose KPI ownership, targets, actuals, workflow status, scorecards, weighted scores, and approvals.
Troubleshooting may expose workforce information, Provider configuration, PHI, audit data, billing records, payroll information, or technical identifiers. Use minimum-necessary access, redact public evidence, and perform changes only through approved roles and workflows.
Purpose
Diagnose KPI ownership, targets, actuals, workflow status, scorecards, weighted scores, and approvals.
Diagnostic Checklist
Verify organization, department, manager, employee, and reporting-period ownership.
Confirm values, units, direction, weight, period, and effective dates.
Check Draft, Submitted, Reviewed, Approved, Returned, or Closed status.
Review weighting, normalization, threshold, and aggregation rules.
Confirm operational data has been loaded for the selected period.
Verify the assigned manager or reviewer is active and authorized.
Recommended Resolution Sequence
- Reproduce the issue using the same Provider, user role, record, date range, and device context.
- Confirm filters, status, account access, Provider scope, effective dates, and related records.
- Capture evidence before changing configuration, data, or code.
- Apply the smallest authorized correction and avoid unrelated changes.
- Retest the original workflow and one related regression workflow.
- Document the cause, correction, validation, and any required follow-up.
When to Escalate
Contact authorized Provider leadership or Platform Support when the issue involves possible cross-provider data, unauthorized PHI access, suspicious login activity, data loss, billing submission risk, payroll impact, medication safety, or a critical production outage.