Troubleshooting AlayaCare Assessments

Below you will find some of the most frequently asked questions about AlayaCare's AcuteNet/Assessments feature.

Why am I not seeing the Assessment tab on my dashboard?

The first thing to consider is whether the feature flag associated to the integration has been enabled. the integration is enabled, the user needs to have one of the Assessment roles associated to their account. Additionally, you must make sure the right permissions (ACLs) are checked. For more information, please refer to this article. 

Why do I not see the Assessment option from the Care Documentation tab within the Client file in AlayaCare Cloud?

Please note that throughout 2023, AlayaCare Cloud has had several redesigns to the page and the "Care Documentation" tab is now under Care Management. Refer to this article for more information.

When launching Assessment from the Client file within ACC, I get a message that no data is available for this client. What do I do?

One likely cause can be tied to not having the client available in the Assessments database. This sometimes occurs when the integration is enabled with an existing AlayaCare Cloud tenant. When using the integrated solution, the workflow includes synchronization of clients between ACC and Assessments. This means that when a new client is created (or edited) in ACC, a client-update event is triggered via the external API and this is picked up by Assessments to create, or update, a client. When ACC is initially deployed and clients are migrated to ACC, or when Assessments is integrated to an existing ACC environment, the existing clients in ACC do not exist in Assessments.

To ensure the client exists within the Assessments integration, one way is to manually trigger the client-update event by clicking "Save" in the user interface of ACC. This would need to be done for each client, one by one. A more scalable option is to use Alaya Connector to synchronize the clients.

I have a general administrator account. When I try to get into Assessments, I get a message that my user was not found, or was configured improperly.

The administrator account needs to have the First Name and Last Name fields filled in order for the account to be used with the integration to Assessments. If configured with only one of these fields filled, when trying to trigger the integration, you will receive the error message.

There are issues with my IAR/IRRS submissions. What do I do?

It is possible to track and troubleshoot submission issues to IAR or IRRS directly from within Assessments. From the top right corner of the user interface, click on the Admin icon (shown as a suitcase) and then select IAR or IRRS Submission Report (depending on which one is available from the customer’s environment).

The Submission Report page will look something like the below.

Depending on what is been investigated, different fields can be used to reduce the list of results returned by the query, as shown below.

Once you have identified the result of interest, you can click on the Cog wheel icon in the Action column. This will give you access to logs and errors related to the case you are investigating.

Clicking on "View IRRS Errors" will bring up details that will help you to resolve the issues.

How come I cannot edit the birth date of the client within the assessment?

First of all, you must be in the role of an assessor. Second, some of the fields in the assessments have been auto-populated with data from AlayaCare Cloud. If data is not provided, you will have to go back into ACC to input the data in order for the auto-population to calibrate properly within the assessment. 

Other fields that will provide similar feedback include Given Name (First Name), Family Name (Last Name), Sex, Healthcare Identification number (Health Card Number), and Province. One notable exception is the Marital Status field. Marital status requirements differ based on the submission method. Please contact us if you need more support on this issue.

How come changes in my Client Demographic are not flowing across to Assessments?

When updating Client Demographics, there are a few requirements for changes to flow across from the Client record within ACC directly over onto Assessment. These rules apply both for Client Creation and Client Modification, and would result in an error for integration and block changes from integrating into Assessments:

• The Client must have a First and Last Name

• If the health card number is populated, it must be unique. (Empty or the numeric value "1" is considered an unknown health card number, is also valid, and is excluded from the validation for uniqueness)

If client changes are not showing up within Assessments, the Audit Log is a good place to start when troubleshooting. By default, all actions are selected. You can deselect all and target certain actions. In this case, select Client Creation and/or Client Modification.

In the Display Columns filter, you can move "Reason for Failure" over to selected Columns. You can add additional columns such as Client First Name and Client Last Name.

Below are some examples of reason for failure.

Other demographic fields may not flow across if a match is not found, but it should not block other changes from the client from integrating to Assessments, such as the case where a value is populated from a Form Context Field. If you need more assistance, please contact us.

My customer received a call from the Ontario Health EMPI Data Steward to correct data. What do we do?

If the the Client demographics for a specific client has information that needs to be corrected within IAR, they may receive a call from the Ontario Health EMPI Data Steward requesting that they send a correction. Examples are:

• The birth date submitted does not match the expected birth date for that client. The EMPI Data Steward will provide a Client ID for the client instead of a client name.
• The Client ID is the AcuteNet ID with a prefix for that customer. Ontario Health may also append a "1" at the end of the number.

Even if the client ID appears in the IAR submission log, users will be able to locate the client by  searching by AcuteNet ID within "Patient Search" page. They should exclude the prefix which will be an acronym that would be short for AlayaCare, and the customer name. (e.g: ACXYZ where XYZ is the customer acronym). If the last number is a 1, it is best to exclude that from the search as well.

If you are certain that you have the right client, go to the client's record and mark the assessment for correction. If the field is integrated with ACC (e.g. birth date), they should navigate to the client record in ACC and correct the client's there instead of within Assessments, since ACC is to be considered the source of truth for those fields.

Once the change has taken effect, refresh the assessment and the corrected field will be populated. When users mark the assessment as complete (green check mark), the user will be prompted for a correction reason, as shown below. The corrected assessment will then be resubmitted to IAR.

Please contact your AlayaCare representative should you have additional information.