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Terrence 699 IT Admin
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This is clearly an issue! Has anyone else noticed this behavior when working on those uniquely difficult schedules?
So the operations are as follows: A visit that was previously worked by any user (Aide, RN, ect.), use the drag and drop function on the clients schedule to "copy" a new visit for the client.
That new visit has more than just the type of visit, time in, time out, biller source and user assigned. There is also the signature that the user signed on the source visit of the copy also attached to the new visit.
If this action for scheduling is performed multiple times, such as monthly or weekly, the results is that these signatures keep stacking with the newly created visit by means of the drag and drop method.
I feel there is a major concern with this action that result in the possibility of Fraud and no less than confusion for the staff that needs to audit these records.
I have a ticket open with Axxess and have given many examples of the issue and how it occurs. Their response today is to simply delete the extra signatures on the new visits. If the scheduler has never know this was happening, how would they know to perform this extra work?
What are your thoughts on this matter? I do not accept the proposed solution the Axxess "engineering team" has purposed.
I have had a ticket open for 3 months now on the issues with authorizations not working correctly when all of the units have been worked for a client. Our staff is given no notification or awareness when a client's schedule has been worked beyond what is defined in the authorization list. I wanted to know if anyone had any insight on this issue?
I have 8+ reports of issues from field employees not being able to clock-out of visits and 2+ reports of issues from field employees not being able to clock-in to visits. This was all around the time frame of 12:00pm EST to 2:00pm EST.
I was curious if any other agencies had these issues reported also?
What ever was causing the issues has since disappeared. There were many steps taken to determine if this could have been a local or device issue and this was not the case. The affected devices ranged from old Android phones, new Android phone, Samsung and non-Samsung, iPhones and 1 Samsung tablet. The field staff were located in 3 different cities while the issue occurred to them concurrently. There were multiple field staff that performed a complete reboot of their device without any changes.
The issue was mostly with the clock-out process at the client signature. It would seem that the clock-out data could not be transmitted to Axxess successfully.
If there are any other agencies or support that had any issues similar to this yesterday, it may be helpful to chime in. The more information we collectively get to Axxess about issues, the better.
Simply put, the Authorization List CANNOT be trusted.
We have the option in the company setup, on the Scheduling tab, Scheduling option set to: Alert the scheduler and prevent scheduling outside of authorizations.
Units are allocated to each month from the Notice of Authorization (NOA).
We schedule all of the units possible each month for each client as long as the hours do not exceed what is on the NOA.
When one of the scheduled visits runs over the scheduled time, for example, nothing indicates that the client is now over-scheduled for this example month. In fact, sometimes the Authorization for the example month will now show available units that can be used.
The only way to know the truth of the situation is to manually add up the worked hours and scheduled hours and determine if the schedule is still on track or over.
Who else has had this issue with scheduling and authorizations?
Who else uses the option: Alert the scheduler and prevent scheduling outside of authorizations.?
Does anyone experience any of this with the alternative option: Warn the scheduler, and provide an option to continue scheduling tasks outside of authorization parameters.?
Are there any ideas on how this can be fixed or prevented? (keep in mind, that there are many acceptable reasons why a visit may run over the scheduled time, and that the scheduler cannot be expected to manually check every client, every month.)
We have an agency that is asking us about the software we use and the EVV requirements that are associated with personal care visits. Who with sales can give this partner agency a demo and explain the Axxess system to them?
Our agency tried to use the above option in the company setup and found there to be issues when the employees would work over the scheduled time. The authorization listing would not show the correct amount of units on the schedule and evaluating the selected authorization would not resolve the issue.
We currently have a ticket open for this issue and that is not going well also.
Our agency had decided to change this option, since there are issues when it is selected, and the "engineering team" has asked how this issue was developed and to replicate it.
I had explained in the ticket that while our agency would like to use this option and need the source of the issue resolved, our agency has worked around the issue by selecting the alternate option for the time being.
Has any other agency had issues with this scheduling option? If yes, were you given any resolution on how to correct or prevent the employee from working over the authorized units?
With our example the employee had worked over the scheduled time early in the month and the Axxess system did not give us indication that the scheduled time at the end of the month would allow the employee to work over the authorized units allowed for the client service.
We had many reports from July 15th, 16th and the 22nd of the Axxess mobile app not loading visit notes and the COVID screenings. I had made a ticket for the 15th and 16th on the following Monday (18th) and a made a ticket for the 22nd as it was happening.
This issue have been resolved on the 22nd 3 hours after I had written a ticket, posted on the community page and called in to support about the issue.
I had described the issue with great detail but was never given any indication or reason on why this keeps happening. Looking at the issue from my past experiences, it would seem that there is a web resource latency or availability issue.
The employees had tapped on the visit note in the Axxess app and were given the spinning circle. The Axxess app would finally tell them "Failed to load the Note. Please try again later."
Has any other agency experienced these issues?
Axxess used to be less reliable, with this issue occurring between 2 to 6 times a month. I am very grateful that this issue is less frequent. However, there is no explanation on why or how this issue still exist.
We have clients that have a set amount of units they are approved to use for services each month. This is a very important piece of information to have a accurate count on. Scheduling depends on this this information to put together a schedule that can a client as many hours as permitted.
It has come to our attention that some of our clients are over-scheduled and the Axxess HomeCare system is not flagging or stopping these overages from being worked.
I have a ticket open with support, but I wanted to ask if there were any other agencies that are encountering these issues?
IT was reported to me that the Desktop Axxess web portal was down for at least 2 hours. Our agency tracked down time during the 6-7:00am and 7-8:00am hour blocks (Eastern Daylight Time Zone). I am looking into early visit's status to check the effect this downtime had on the mobile platform.
I was able to successfully log in at 8:38am. I found the Axxess system to be slow but it did eventually load.
Are there any other agencies that experienced these issues this morning?