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Since the most recent update I can no longer access the Ticket System. I was told in the past that I was supposed to be a Super User. How do you verify a user as a Super User? Is this a known issue? What can be done to resolve this issue and allow me access to the Ticket System?
BTW the menu option [Help > Submit a Ticket] opens a window to the following web address:
https://help.axxessweb.com/openid/login/1
This times out and redirects to the following web address:
When will there be improvement? How would you expect agencies to retain good honest workers when the agency is not able to supply them with reliable software to do their jobs? How long would you tolerate such repetitive issues? Is there hope for a real resolution?
Many times a week I am given a list of health care aides that could not complete their full EVV visit details for one or more of their visits due to longer than acceptable loading times. The story is always the same. When an employee calls and tells the office that they cannot open the COVID-19 screening, or the visit note says "Failed to load the Note. Please try again later." we tell them to verify they have good internet connection, they open a video on YouTube or update the content on their Facebook feed and those applications work without issue. Then we ask them to restart their phone and call us back. The employee then calls back after letting their phone load and still has issues.
This is not a one time issue. This is becoming the new normal. A lot of the health aides don't even call in with their issues anymore for the sake of being late to every other client they have to visit for that day. When the health aide does call, they already know what we will ask. Data, GPS, Location services, signal strength, are they all good? Check, they are, but the Axxess HomeCare mobile application is not able to "find" the information.
What choice is there left but to remove the cause of the problem? Truly resolve the issue that causes this "always available" system from being so slow or removing the whole system all-together? What would you do?
@Jay @Johnathan Eaves Is there any though given to expand on communication with your customers on the reliability issues that seem to randomly plague the Axxess systems?
This is not the first time I have requested clarity, timely expectations, and preventative planning of these issues with Axxess that cause us customers to experience downtime.
Simply put, downtime causes loss in productivity. Loss in productivity causes loss in revenue. Loss in revenue will require customers to discontinue services/software that do not profit the business.
We have submitted a ticket this morning for receiving the error message "Request Error" for a large majority of the tasks our staff has performed. Some of these tasks will work on the 4th attempt after the staff member closes the error message and tries the task again, over and over.
This is not just one specific task. This error message seems to be system wide. Scheduling, Administration and Nurse staff have all told me they have been seeing this message all morning.
Last week on 03/08/2021, we submitted a similar ticket that was more specific to the nursing staff documents giving the "Request Error" message.
I was just wanting to know if other agencies are experiencing the same issue? If so, have you put in a ticket for it? Has Axxess responded to your ticket?
Thank you all for your feedback! As a community, I hope we can help to make Axxess a better software for all of us to use. At the very least, we can highlight the issues we all experience to show Axxesss where improvement is needed.
Thank you again,
Terrence
Are any other agencies having issue with the mobile application not allowing staff to clock out of a visit? Since 1:50pm EST, our staff has told us that the application has been giving the error " Unable to complete EVV at this time".
