There are a number of reasons why a scheduled visit might not display correctly in the Access Care Planning app.
Common causes include the visit being assigned to the wrong user account, or the visits appearing with a red outline. In some cases, the visit may be visible but listed under the incorrect employee, often due to when the visit was last updated.
Visit showing with a red outline
If the visit is visible but shows a red border and a red warning triangle, this indicates that the employee is not part of the service user's role or that there are custom schedules on the medication, and the time has now passed.
Check the employee's group
First check which group the employee is a part of. This ensure that there's a match against the service users' roles.
To do this, follow these simple steps:
Click the three-line menu.
Click Configuration, then click Employees.
Select the relevant employee record.
You'll see the groups under Employee Groups.
Check the group against the role
Next check the groups against the service users' roles.
Click the three-line menu.
Select the service that the service user is under.
Select the relevant service user record.
From the left-hand panel, select Roles.
Check the relevant employee is apart of one of the groups or is added as an employee.
If the groups and roles don't add up add the employee to the relevant group or add them directly to the roles.
Check the employee subscription
Finally, check if the employee is subscribed to the relevant service.
Click the three-line menu.
Click Configuration, then click Services.
Select the relevant service, then click Subscriptions.
Search for the relevant employee.
If it says subscribe click subscribe, then click OK.
🤓Tip: If it says unsubscribe, this means they are already subscribed.
Visit is not showing on the app
If the visit is not showing on the app but it is allocated to the correct employee on your rostering system, this could mean that they have two usernames on Access Care Planning. This can happen if they were an applicant and are now an employee, or if they have a web login.
🤓Tip: If the employee has two usernames, an email, and a number, such as 2-xx, ensure they use the number username as this is the one linked to the rostering system.
To check which employee username the visit is connected to, follow these steps.
Click the three-line menu.
Click Visits, then locate and open the relevant visits.
🤓Tip: Use the search fields to locate the service users visit, via their name or the employees name.
Click the employee name.
Ensure these are the correct login details that the employee is using to log in.
🤓Tip: If they are using the incorrect username, ensure the new username is added to their device in order for them to log in. To do this follow this handy guide.
New visit added not showing
If you have created a new visit or amended an existing visit such as time or employee, it may be due to the integration times.
Visit start time | Integration time |
New visits that start within 72 hours | These take around 10 - 20 minutes to integrate across to Access Care Planning. |
New visits that start after 72 hours | These take 24 hours to integrate across. |
Changes have been made to the visit, such as the employee or time | These changes can take 24 hours to update. If a visit needs to be amended within 24 hours, it's advised to cancel and recreate it with the correct information. |
Visit showing for the wrong employee
When a visit is reassigned to a different employee, but the original employee has not yet synced their device, they may still retain access to the visit. This means they can continue to log into it, effectively locking the visit to themselves.
As a result, the reassigned visit will not appear on the new employee’s schedule. If this does happen and the visit is locked, follow these steps in your rostering system, such as Access Care Rostering or Access People Planner.
Click Care Rostering Timeline.
Locate the relevant visit.
From the right-hand panel, click Cancel.
Refresh the right-hand panel.
From the right-hand panel, select Create new Visit.
Add the new visit details, select the new employee.
📌Note: Make sure that the newly created visit starts in the future; otherwise, it will not pull through to Access Care Planning.
Click Save.