TRUE CARE SYSTEM • TROUBLESHOOTING
Troubleshooting Overview
A safe, repeatable method for diagnosing and resolving True Care System issues.
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
A safe, repeatable method for diagnosing and resolving True Care System issues.
Diagnostic Checklist
Verify the authenticated Provider, user, role, branch, location, and selected record before reviewing or changing data.
Record the page, action, message, date/time, user, device, browser, and relevant record identifiers.
Capture screenshots, logs, request IDs, transaction IDs, and before/after values before making changes.
Avoid unrelated code, configuration, or data changes. Prefer reversible user or administrative steps.
Repeat the exact scenario using the same Provider, role, date range, and record.
Use the Support module when the issue requires Platform Support, production access, code changes, or deeper investigation.
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.