TRUE CARE SYSTEM • TROUBLESHOOTING
Visit Issues
Resolve Visit Maintenance, check-in/out, calls, GPS, corrections, duplicates, and readiness 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 Visit Maintenance, check-in/out, calls, GPS, corrections, duplicates, and readiness issues.
Diagnostic Checklist
Confirm schedule shift, Individual, DSP, service, and Provider.
Review actual times, source, reason for correction, and overnight handling.
Confirm call type, mobile login, latitude, longitude, and device context.
Review repeated check-ins, split segments, and merge eligibility.
Validate Individual, DSP, visit, calls/GPS, correction, and sequence requirements.
Retest units and readiness after any approved visit correction.
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.