There can be a few things to check through if you have missing or incorrect activities. Follow through our guidance below to help diagnose issues when using the Access Care Planning app.
⚠️Important: It is critical that all required activities are present on the device before booking on to a visit. If the activities are missing at the time of book on, they cannot be retrieved later, and the visit needs to be completed manually via the web console. If missing activities are identified before booking, users must perform a sync to ensure all necessary activities are available on the device before proceeding with the visit.
Self Support - Missing Activities
This tool performs many general checks regarding missing activities and offers suggestions to resolve the issue. It is the recommended starting point for all activity-related matters.
Click the three-line menu, then click Self-Support.
From the Issue Type drop-down list, select Missing Activities.
Enter the following details:
User: The employee experiencing issues with missing activities.
Service User: Name of the service user from whom the activities are missing.
Case: Respective case of the service user selected above.
Finally, click Submit.
The visit's linked care plan has activities
Ensure your visit is linked to a care plan with activities. Follow these simple steps to get started.
Click the three-line menu, then click Visit.
Use the search field to locate the visit, then take note of the Care Plan ID.
Click on the Associate Case, then from the left-hand panel, click Care Plans.
Find the Care Plan with the same ID that you noted earlier.
Ensure that there are activities present.
An incorrect care plan is linked to the visit
You can check if the care plan linked to the visit is correct by following these steps.
Click the three-line menu, then click Visit.
Use the search field to locate the visit, then take note of the Care Plan ID.
Click on the Associate Case, then from the left-hand panel, click Care Plans.
Find the care plan with the same ID that you noted earlier.
Ensure that this is the correct care plan for this visit.
Check your app version
Ensure your app is up to date.
Click the three-line menu, then click Configuration.
Click Employees, then select the relevant employee.
Under Recent requests from Devices, check the app version. This is the version of the app the user was running during their last successful sync.
If the app is outdated, please ask the user to update it and re-sync. The app can be found in the following locations: