TRUE CARE SYSTEM • TROUBLESHOOTING
Scheduling Issues
Resolve missing shifts, conflicts, assignments, backup shifts, recurrence, and notification 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
Resolve missing shifts, conflicts, assignments, backup shifts, recurrence, and notification issues.
Diagnostic Checklist
Confirm shift dates, local timezone, overnight boundaries, and recurrence.
Verify planned and actual DSP, active status, availability, and conflicts.
Confirm the backup flag, unassigned status, alert distribution, and claim status.
Verify active service, authorization dates, units, and Individual.
Review overlapping shifts, travel time, house coverage, and staffing requirements.
Confirm changed, cancelled, reassigned, and backup notifications were sent.
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.