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Copyright Strata Health Solutions Inc., 2008. These materials may not be reproduced, transmitted or distributed without the prior written consent of Strata Health Solutions Inc. CLIENT COMPONENT TRAINING WORKBOOK March 2008

CLIENT COMPONENT TRAINING WORKBOOK

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Page 1: CLIENT COMPONENT TRAINING WORKBOOK

Copyright Strata Health Solutions Inc., 2008. These materials may not be reproduced, transmitted or distributed without the prior written consent of Strata Health Solutions Inc.

CLIENT COMPONENT TRAINING WORKBOOKMarch 2008

Page 2: CLIENT COMPONENT TRAINING WORKBOOK

Table of Contents

Copyright Strata Health Solutions Inc., 2008. These materials may not be reproduced, transmitted or distributed without the prior written consent of Strata Health Solutions Inc.

Page 3: CLIENT COMPONENT TRAINING WORKBOOK

INTRODUCTION

This workbook is to be used during the StrataHealth training session of the Client component of HomeFirst.

Throughout the document this symbol is used to highlight important notes.

COURSE OBJECTIVE

Using HomeFirst, a user will be able to:

Search for Clients

Enter/update a client’s information including demographics, information profile, and service requests

Change a client’s status

Create and send a service request to a provider

Create and send a change request to a provider

Search for requests

Change the status of a request

Accept/Deny service requests for a provider

HomeFirst Client Training Workbook 3

Copyright Strata Health Solutions Inc., 2007. These materials may not be reproduced, transmitted or distributed without the prior written consent of Strata Health Solutions Inc.

Page 4: CLIENT COMPONENT TRAINING WORKBOOK

INTERNET OVERVIEWHomeFirst can be accessed anywhere in the world where there is access to the Internet because it is a web-based application.

Internet Explorer is recommended for using HomeFirst.

When using HomeFirst do NOT use the Back button on the Button Toolbar. The buttons on the Button Toolbar do not send information to the application. Use the Back button available to you on the right hand corner of the application and always logout using the Logout link.

HomeFirst URL: https://secure.stratahealth.com/hc

HomeFirst Client Training Workbook 4

Copyright Strata Health Solutions Inc., 2007. These materials may not be reproduced, transmitted or distributed without the prior written consent of Strata Health Solutions Inc.

Page 5: CLIENT COMPONENT TRAINING WORKBOOK

HOMEFIRST The core functionality of HomeFirst is:

1. Matching a client to a provider based on the services and contract area.

2. Reconciliation of the hours requested of the provider based on the contractual agreement.

HomeFirst is composed of 4 components, but functions as one seamless application.

Client – The main functionality of the Client Component is to enter/update client information, create service requests, and send requests to providers.

Provider – The Provider component is used by providers to accept/deny service requests and enter missed hours.

Region Admin – The main functionality of the Region Admin component is to configure HomeFirst preferences according to the Health Region and set up user accounts.

Reports – The Report component provides reports regarding the entire process.

HomeFirst Client Training Workbook 5

Copyright Strata Health Solutions Inc., 2007. These materials may not be reproduced, transmitted or distributed without the prior written consent of Strata Health Solutions Inc.

Page 6: CLIENT COMPONENT TRAINING WORKBOOK

GENERAL APPLICATION INFORMATION

A check box. Check boxes are multi-select.

An option button. Option buttons are single select.

A drop down box lists available options. Click on the arrow in the right hand of the drop box to select your options.

Different functionality is available depending on the role and permissions of the user.

If you have access to more than one component you ONLY need to login once.

Time out is in 30 minutes.

All buttons and links are single click.

HomeFirst Client Training Workbook 6

Copyright Strata Health Solutions Inc., 2007. These materials may not be reproduced, transmitted or distributed without the prior written consent of Strata Health Solutions Inc.

Page 7: CLIENT COMPONENT TRAINING WORKBOOK

GLOSSARY

Client Status:

Provisional – The client has been referred for services, but has not yet been approved for the Home Care Program. Provisional is the first status of all clients entered into HomeFirst. Service requests cannot be created for clients who have the status of Provisional.

Admitted – The client has been approved for the Home Care Program. Service requests can ONLY be created for clients with a status of Admitted.

Non-admitted – The client was referred for services but not approved for the Home Care Program. Service requests cannot be created for clients who have the status of Non-admitted.

Discharged – The client has been a part of the Home Care Program but no longer requires services. Service requests cannot be created for clients who have the status of Discharged. Any Active or Active (Future) requests will be terminated as of the discharge date entered into HomeFirst.

Deceased – The client is deceased. Any Active or Active (Future) requests will be terminated as of the deceased date entered into HomeFirst.

Service Request Status:

New – A service request that has been created but has not been queued to a provider.

Pending – A service request that has been queued to a provider but has not been accepted.

Active – A service request that has been accepted by a provider and is being fulfilled.

Active (Future) – A service request that has been accepted with a start date in the future.

Completed – A service request which has been fulfilled. The end date has passed and no more visits are required.

Terminated – A service request that was ended prior to the end date of the initial request.

Open Denied – Services have been requested for a client but they are unable to be provided at this time

Unmet – If a request is ‘Open Denied’ and the end date of the request is reached, the request is changed to Unmet.

HomeFirst Client Training Workbook 7

Copyright Strata Health Solutions Inc., 2007. These materials may not be reproduced, transmitted or distributed without the prior written consent of Strata Health Solutions Inc.

Page 8: CLIENT COMPONENT TRAINING WORKBOOK

CLIENT COMPONENT OVERVIEW

The name of the component is in the upper left hand corner.

The name of the page is in the tab.

There is always a menu down the left hand side that gives access to the main functionality of the component.

The component buttons in the top right hand corner gives the user quick access to the other authorized components.

The Logout and Support links are below the component buttons.

The HomeFirst Back button is below the Logout link (except on the main page).

HomeFirst Client Training Workbook 8

Copyright Strata Health Solutions Inc., 2007. These materials may not be reproduced, transmitted or distributed without the prior written consent of Strata Health Solutions Inc.

Page 9: CLIENT COMPONENT TRAINING WORKBOOK

1.1.1 Search for Clients

1. Click the Clients link from the left hand menu on the ‘Client Main Page’ screen (Figure 8).

Figure 8: The ‘Client Main Page’

2. Complete any or all of the fields on the ‘Search Clients’ page (Figure 8). The more search criteria that is entered the more specific the returned results will be. See Table 1.0 for field definitions.

Field Name DescriptionLast Name The client’s last name.

First Name The client’s first name.

Birth Year The client’s year of birth.

Unique Identifier The client’s Home Care unique identifier. The name of this field is configurable.

Status The client’s status in HomeFirst.

3. Click the Search Clients button. Clients that match the search criteria are listed.

Optional Steps:

1. Click the Advanced Search button. The advanced version of the ‘Client Search’ page is then displayed (Figure 10).

HomeFirst Client Training Workbook 9

Copyright Strata Health Solutions Inc., 2007. These materials may not be reproduced, transmitted or distributed without the prior written consent of Strata Health Solutions Inc.

Table 1.0

Page 10: CLIENT COMPONENT TRAINING WORKBOOK

Figure 10: The advanced version of the ‘Search Clients’ Page

2. Complete any or all of the fields on the advanced version of the ‘Search Clients’ page (Figure 10). The more search criteria that is entered the more specific the returned results will be. See Table 2.0 for field definitions.

Field Name DescriptionCare Coordinator The client’s associated care

coordinator.

Postal Code The client’s postal code.

Table 2.0

The minimum number of parameters that must be entered for a client search is one.

Partial data can be entered into text fields.

HomeFirst will try to eliminate possible spelling mistakes by returning a list of possible matches if a match can not be found with the defined search criteria.

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1.1.2 Enter a New Client

A client’s status is automatically set to Provisional when initially entered into the system.

3. Click the Clients link from the left hand menu on the ‘Client Main Page’ screen (Figure 8).

4. Search for the new client (Section 4.1.1) in order to avoid duplicate client entries into HomeFirst. A list of clients matching the search criteria will be displayed. If the client is found, new information can be added by editing the client (Section 4.1.4). If the client is not found, select the New Client button. The ‘Client Demographics’ page is then displayed (Figure 11).

A search process MUST be completed before entering a new client. This process reduces duplicate client data entered in the database.

Figure 11: The ‘Client Demographics’ Page

5. Enter the client demographic information. See Table 3.0 for field definitions.

Field Name DescriptionLast Name * The client’s legal last name. *

First Name * The client’s legal first name. *

Preferred Last Name The preferred Last Name (if applicable)

Preferred First name The preferred First Name (if applicable)

HomeFirst Client Training Workbook 11

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Page 12: CLIENT COMPONENT TRAINING WORKBOOK

Unique Identifier * The client’s Home Care unique identifier. The name of this field is configurable. * This field must be unique.

Referral Code Referral Code for Home Care Admission.

Birth Date The client’s date of birth. The month and day must be selected from the drop down box. The year must be entered in the format 9999 (i.e. 1919

Street Address The client’s primary address where services will be provided

City The city in which the client resides.

Province The province which the client resides.

Country The country in which the client resides.

Update Community This button is clicked after the Postal Code has been entered. When clicked, the Community field is updated automatically

Community This field is directly linked to the postal code.

Client Phone The client’s main contact phone number. The phone number is divided into 3 different text boxes. The area code is to be entered in the first text box. The local number is to be entered into the second text box. Dashes are optional. If there is an extension, it is to be entered into the last text box.

Care Coordinator * Select the appropriate Care Coordinator for the client in the drop down box. *

Primary Contact The name of the primary contact for the client.

Contact Relationship The relationship of the primary contact.

Primary Contact Res. Phone The residential phone number for the primary contact. The phone number is divided into 3 different text boxes. The area code is to be entered in the first text box. The local number is to be entered into the second text box. Dashes are optional. If there is an extension, it is to be entered into the last text box.

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Primary Contact Bus. Phone The business phone number for the primary contact. The phone number is divided into 3 different text boxes. The area code is to be entered in the first text box. The local number is to be entered into the second text box. Dashes are optional. If there is an extension, it is to be entered into the last text box.

Primary Contact Other Phone Any additional phone numbers for the primary contact other than the residential or business phone numbers listed above. The phone number is divided into 3 different text boxes. The area code is to be entered in the first text box. The local number is to be entered into the second text box. Dashes are optional. If there is an extension, it is to be entered into the last text box.

Secondary Contact The name of the secondary contact for the client.

Secondary Contact Res. Phone The residential phone number for the secondary contact. The phone number is divided into 3 different text boxes. The area code is to be entered in the first text box. The local number is to be entered into the second text box. Dashes are optional. If there is an extension, it is to be entered into the last text box

Secondary Contact Bus. Phone The business phone number for the secondary contact. The phone number is divided into 3 different text boxes. The area code is to be entered in the first text box. The local number is to be entered into the second text box. Dashes are optional. If there is an extension, it is to be entered into the last text box

Secondary Contact Other Phone Any additional phone numbers for the secondary contact other than the residential or business phone numbers listed above. The phone number is divided into 3 different text boxes. The area code is to be entered in the first text box. The local number is to be entered into the second text box. Dashes are optional. If there is an extension, it is to be entered into the last text box

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* Indicates a mandatory field

4. Click the Next button after the client demographic information has been entered. The ‘Client Information Profile’ page is now displayed (Figure 12). At this point, the client is entered into HomeFirst and is available to be edited.

Figure 12: The ‘Client Information Profile’ Page

5. Enter the client’s information profile on the ‘Client Information Profile’ page (Figure 12).

HomeFirst Client Training Workbook 14

Copyright Strata Health Solutions Inc., 2007. These materials may not be reproduced, transmitted or distributed without the prior written consent of Strata Health Solutions Inc.

Table 3.0

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6. Click the Next button. The ‘Client Details’ page is displayed (Figure 13).

Figure 13: The ‘Client Details’ Page

The fields in the ‘Client Information Profile’ are configurable in the Region Admin component.

1.1.3 View a Client

Client information can be viewed at any status.

1. Search for desired client (Section 4.1.1).

2. Click the option button next to the client to be viewed.

3. Click the View button. The client’s demographic information is displayed (Figure 14).

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Page 16: CLIENT COMPONENT TRAINING WORKBOOK

Figure 14: The ‘View Client’ Page

4. Click the Information Profile or Service Request History link to view the desired information.

1.1.4 Edit Clients

Clients can be edited at any status except for Deceased.

1. Search for desired client (Section 4.1.1).

2. Select the option button next to the client to be edited.

3. Click the Edit button.

4. The ‘Client Details’ page is displayed (Figure 13).

5. Depending on the current status of the client, some of the following buttons will be available: Non-Admitted, Admitted, Discharged, And Deceased.

6. Click on the Information Profile or Demographics link to edit the desired client information. Click on Service Request History or Client History to view historical data.

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1.4.5 Add a Client Comment

A comment field is available for the client. This comment cannot be viewed anywhere else in the application and is designed as a note regarding the client.

1. Edit the desired client (Section 4.1.4).

2. Click on the View Comments link on the ‘Client Details’ page. A separate window will open (Figure 15).

Figure 15: The Client Comment Page

3. Enter a comment in the available text box as shown in Figure 15.

4. Click the Save button. The comment is then moved to the space above the text box and cannot be edited.

1.1.6 Changing a Client Status

When a client’s Home Care status has changed, the status should also be changed in HomeFirst.

1. Edit the desired client (Section 4.1.4).2. Click on either the Non-Admitted, Admitted, Discharged, or Deceased button on the

‘Client Details’ page. The ‘Effective Date for Status Change’ page is then displayed (Figure 16).

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Figure 16: The ‘Effective Date for Status Change’ Page

3. Click in the ‘Effective Date for Status Change’ text field. A calendar will open up and you can select the date of the status change.

4. Click the Save Status Change button, the ‘Client Details’ page is then displayed.

All Active and Active (future) service requests are terminated when a client’s status is changed to Discharged or Deceased.

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1.1.7 Add a New Service Request

All services that are to be provided to a client are created by clicking the Service Requests link from the ‘Client Details’ page. The role of the user defines whether the Service Requests link is available. Once a service request has been created the status of New is automatically assigned.

1. Edit the desired client (Section 4.1.4).

2. Click the Service Requests link on the ‘Client Details’ page (Figure 17).

Figure 17: The ‘Client Details’ Page

3. The ‘Service Requests’ page is displayed and is broken down into five sections: Open Denied Service Requests, New Service Requests, Pending Service Requests, Pending Change Requests, and Active Service Requests (Figure 18).

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Figure 18: The ‘Service Requests’ Page

4. Click on the New Request button under the New Service Requests section of the page. The ‘Edit Service Request’ page is then displayed.

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Figure 19: The ‘Edit Service Request’ Page

5. Choose a Contract Population for this service request.

6. Choose the Delivery Setting for the request.

7. Select the start and end date for the service request from the calendars. If the services need to start within 24 hours, place a check next to Must start within 24 hours.

8. The time to respond has a default value entered already that is defined by the Health Region and configured in the Region Admin component.

9. You can prevent this service request from appearing on the Reauthorization Report by clicking the checkbox.

10. If this service request is for a client that has recently been discharged from acute care, click the Acute Services checkbox.

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11. The client’s information profile and demographics can be changed by clicking on the Information Profile or the Demographics button.

12. The save these changes the Save button on the ‘Edit Service Request’ page must be clicked.

13. Select the services to add by selecting the appropriate drop down options. For example, to add 1 Personal Care service, select a 1 from the Personal Care drop down.

14. Click the Add Selected Services button, the ‘Edit Service Request’ page will be redisplayed (Figure 20).

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Figure 20: The ‘Edit Service Request’ Page

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9. The list of specific details provided for the type of service selected will appear under the ‘Services for this Service Request’ section of the page. Select the appropriate details necessary for the service request.

10. Select the appropriate visit duration.

11. Select the necessary frequency that the visits will be completed.

12. Place a checkmark beside any of the Activities that are to be performed for this service request and type any additional instructions in the Comments field.

If the demographics of the clients are to remain the same but the service request should be fulfilled at an alternate location, enter the necessary changes into the Address section on the ‘Edit Service Request’ page (Figure 20). Then click on Update community and Save.

There are 3 options to determine the frequency of the visits. The description of each is listed in Table 4.0 below.

Field Description

Unspecified Time The duration time is to be fulfilled a specific number of times per day, number of times per week, for a specific duration in weeks.

Unspecified Time (hours/week) The duration time is not specific as to what day, time of day, or visit duration the visit needs to occur.

Specific Time The duration of the visit is time specific. If a client requires scheduled visits due to medical requirements, this field is chosen.Table 4.0

13. Click the Next button to save the new service request.

14. Click the Queue Request button at the bottom of the ‘Match Providers’ page to queue the service request (Figure 22). This will change the status of the service request from New to Pending.

The application determines the most appropriate provider to which the service request is queued to based on upon the following criteria:

1. If the service request is for an existing client.2. If the provider has a contract within the client’s defined Area, which is determined by the

client’s Community, or the client’s Contract Population. Contract Population and Areas are configurable in the Region Admin component.

3. If the provider offers the services defined in the service request.4. The provider with the lowest ‘Percent Complete’ (up to 120%, then it is queued randomly).HomeFirst Client Training Workbook 24

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1.1.8 Delete a Service Request

Users with specific permissions can delete a service request from the queue. This permission is determined in the Region Admin component of HomeFirst. The deletion is only allowed for New or Pending service requests.

Deleting a New service request:

1. Edit the desired client (Section 4.1.4).

2. Click the Service Requests link on the ‘Client Details’ page (Figure 17).

3. Under the Pending Service Request, or New Service section of the page, select the option button for the desired service request (Figure 23).

Figure 23: The ‘Service Requests’ Page

4. Click the Delete button under the section of the selected service request. The ‘Confirm Request Confirmation’ page is displayed (Figure 24).

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Figure 24: The ‘Confirm Request Termination’ Page

5. If necessary add any additional information in the comments section and click the Delete button.

Deleting a Pending service request:

Deleting a Pending service request is a two step process. The users at Central Dispatch are required to contact the appropriate provider and ask that the request be marked for deletion. Once this occurs, the pending service request will be marked with an asterix (*). The request can now be deleted by the Central Dispatch user. Once deleted, the service request is removed from the Service Provider request queue.

Deleted service request will be assigned the status of deleted and will not appear under the client’s service request. Deleted service requests can be retrieved using the “Search for Service Request” function.

1.1.9 Edit a New Service Request

If a new service request has been created but not queued to a provider, the request can be edited and the necessary information added. Only requests with the status of New can be edited.

1. Edit the desired client (Section 4.1.4).

2. Click the Service Requests link on the ‘Client Details’ page (Figure 17).

3. Under the New Service Request section of the page, select the option button for the desired request.

4. Click the Edit button.

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5. To make changes to the client’s information profile without leaving the ‘Service Request’ page, click on the Information Profile button at the top of the page. Make the necessary changes and click the Return to Request button.

6. To make changes to the client’s demographics, click the Demographics button at the top of the page. Make the necessary changes and click the Return to Request button.

The service request must be saved in order for the changes on the ‘Client Demographics’ and ‘Client Information Profile’ pages to be saved.

7. If the demographics of the clients are to remain the same but the service request should be fulfilled at an alternate location, enter the necessary changes into the Address section on the ‘Edit Service Request’ page (Figure 25). Then click on Update community and Save.

Figure 25: The ‘Edit Service Request’ Page

8. Make the necessary changes, if any, to the details and save the service request by clicking the Save button.

9. Click the Queue Request button at the bottom of the ‘Match Providers’ page to queue the service request (Figure 22). This will change the status of the service request from New to Pending.

1.1.10 View a Service Request

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Details of all service requests can be viewed at any service request status except for New. Active and Active (future) service requests will be highlighted in green. Service request details for deceased clients are not assessable. In this case the user can gather information on the client by running a Service Request History Report (Section 4.2.19) or by searching for the service requests by clicking on the Search Service Requests link (Section 4.3.1)

1. Edit the desired client (Section 4.1.4).

2. Click the Service Requests link on the ‘Client Details’ page (Figure 17).

3. The ‘Service Requests’ page is displayed.

Figure 26: The ‘Service Requests’ Page

4. Select the option button for the desired service request. Click the View button under the section of the selected service request (Figure 26).

5. The ‘View Service Request’ page will appear displaying the service request details (Figure 28).

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Figure 28: The ‘View Service Request’ Page

1.1.11 Change Details for an Active Request

Service Requests can have detail changes within the contracted timeline. Only the service requests with a status of Active, or Active (future) can have a detail change.

1. Edit desired client (Section 4.1.4).

2. Click the Service Requests link.

3. Under the Active Service Requests section; select the option button for the desired Active or Active (future) service request.

4. Click the Change Request button at the bottom of the page (Figure 29).

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Figure 29: The ‘Service Requests’ Page

5. Select the ‘Effective Date of Change’ for the service request from the drop down boxes (in the Change/Reauthorize Service Request section).

6. Click the Change Details button under the Effective Date of Change (Figure 30).

Figure 30: The ‘Change Service Request’ Page

7. Make the necessary detail changes on the ‘Edit Service Request’ page (Figure 31).

8. Click on Next. (Figure 31).

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Figure 31: The ‘Edit Service Request’ Page

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9. Click on Queue Request to queue the change request to the provider currently providing services (Figure 32).

Figure 32: ‘Service Request Details’ Page.

A details change is denied by the daemon when the time is expired regardless of the provider status (manual or automatic

A status change is accepted by the daemon when the time is expired regardless of the provider status (manual or automatic).

1.1.12 Remove a Service from an Active Service Request

Individual services can be removed from a service request containing multiple services. Only requests that have the Active or Active (future) status can be edited to have services removed.

5. Edit the desired client (Section 4.1.4).

6. Click the Service Requests link on the ‘Client Details’ page.

7. Under the Other Service Requests section; select the option button for the desired Active or Active (future) service request.

8. Click the Change Request button at the bottom of the page (Figure 29).

9. Select the ‘Effective Date of Change’ for the service request from the drop down boxes (in the Change/Reauthorize Service Request section).

10. Click the Change Details button under the Effective Date of Change (Figure 30).

11. Click the Remove Service button associated to the service to be terminated (Figure 31).

12. A message (Service [name of service] has been removed.) will be displayed at the top of the page confirming the removal of the service. Click the Next button at the bottom of the ‘Edit Service Request’ page (Figure 31).

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13. Queue the change request to the provider currently providing services (Figure 33).

Figure 33: The ‘Edit Service Request’ Page

1.1.13 Add a Service to an Active Service Request

Services may be added to an existing service request if and only if the new service starts and ends within the service requests start and end dates. Only requests that have the Active or Active (future) status can be edited to have services added.

1. Edit the desired client (Section 4.1.4).

2. Click the Service Requests link on the ‘Client Details’ page (Figure 17).

3. Under the Other Service Requests section, select the desired Active or Active (future) service request.

4. Click the Change Request button at the bottom of the page (Figure 29).

5. Select the ‘Effective Date of Change’ for the service request from the drop down boxes (in the Change/Reauthorize Service Request section).

6. Click the Change Details button under the Effective Date of Change (Figure 30).

7. Under the Services to Add section, select the check boxes corresponding to the desired services to add.

8. Click the Add Selected Services button (Figure 31).

9. Refer to Section 4.1.7, Step 5 for the details on how to add a service.

1.1.14 Change and Extend an Active RequestA change and extend is a request that has detail changes but also needs the end date extended. Only the service requests with a status of Active, or Active (future) service requests can have a change and extend request.

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1. Edit the desired client (Section 4.1.4).

2. Click the Service Requests link on the ‘Client Details’ page (Figure 17).

3. Under the Other Service Requests section, select the desired Active or Active (future) service request.

4. Click the Change Request button at the bottom of the page (Figure 29).

5. Select the ‘Effective Date of Change’ for the service request from the drop down boxes (in the Change/Reauthorize Service Request section).

6. Click the Change Details and Extend button under the Effective Date of Change (Figure 34).

Figure 34: The ‘Change Service Request’ Page

7. The ‘Edit Service Request’ page will be displayed. Enter the new end date in the Change Start/End date section of the page (Figure 35).

Figure 35: The ‘Edit Service Request’ Page

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8. Make the appropriate detail changes for the service request under the Services for this Service Request section (Figure 31).

9. Click the Next button at the bottom of the ‘Edit Service Request’ page to queue the change to the provider.

1.1.15 Reauthorize a Request

If details of a service request for a client do not change but the service has been authorized to continue to a new end date, a reauthorization is created. Only an Active or Active (future) service requests can be reauthorized.

1. Edit the desired client (Section 4.1.4).

2. Click the Service Requests link on the ‘Client Details’ page (Figure 17).

3. Under the Other Service Requests section, select the desired Active or Active (future) service request.

4. Click the Change Request button at the bottom of the page (Figure 29).

5. Under the Reauthorization section of the page select the appropriate time frame or new end date for the reauthorization of services.

6. Click the Re-authorize button (Figure 36).

Figure 36: The ‘Change Service Request’ Page

7. The ‘Reauthorize Request’ page is displayed. If necessary add any additional information in the Comments section. Click the Save button at the bottom page to queue the change request to the provider (Figure 37).

.

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Figure 37: The ‘Reauthorize Request’ Page

1.1.16 Block a Service Request from the Re-authorization ReportWhen a service request is about to expire and there is not a need to extend the service, the service request can be blocked from a re-authorization report. By doing so, the client’s care coordinator will not be contacted by the provider for re-authorization inquiries.

1. Edit the desired client (Section 4.1.4).

2. Click the Service Requests link on the ‘Client Details’ page (Figure 17).

3. Under the Other Service Requests section, select the desired Active or Active (future) service request.

4. Click the Change Request button at the bottom of the page (Figure 29).

5. Click the Block from Reauth Report button (Figure 38). The value for Blocked From Reauthorization Report should now be ‘Yes’.

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Figure 38: The ‘Change Service Request’ Page

A Service Request can also be blocked from the Reauthorization report at the time that the request is created (see section 4.1.7)

1.1.17 Terminate a Service RequestWhen services are no longer required, a service request that is Active must be terminated. Only Active or Active (future) requests can be terminated.

1. Edit the desired client (Section 4.1.4).

2. Click the Service Requests link on the ‘Client Details’ page (Figure 17).

3. Under the Other Service Requests section, select the desired Active or Active (future) service request.

4. Click the Change Request button at the bottom of the page (Figure 29).

5. Select the ‘Effective Date of New Status’ for the service request from the drop down boxes (in the Change Service Request Status section).

6. Click the Terminate button (Figure 39).

Figure 39: The ‘Change Service Request’ Page

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7. The ‘Confirm Request Termination’ page is displayed. If necessary add any additional information in the Comments section. Click the Terminate button page to queue the change request to the provider (Figure 40).

Figure 40: The ‘Confirm Request Termination’ Page

1.1.18 Put a Service Request on Hold

When clients are scheduled to be away for a specific period of time, services can be put On Hold. Only requests with the status of Active or Active (future) can be put On hold.

1. Edit the desired client (Section 4.1.4).

2. Click the Service Requests link on the ‘Client Details’ page (Figure 17).

3. Under the Other Service Requests section, select the desired Active or Active (future) service request.

4. Click the Manage Holds button at the bottom of the page (Figure 29).

5. Click the New On Hold button.

Figure 41: The ‘On Hold Requests’ Page

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6. Select the date range for which the request will be on hold

8. Click the Save button.

9. The hold request will be sent to the provider agency and will be considered “Unacknowledged” until the provider sees and acknowledges that the request is on hold.

The dates the service request is on hold may be edited by pressing the Edit button in figure 41 after the request has been entered. Likewise, the hold may be cancelled by pressing the Remove button.

On hold date ranges can now be backdated on a per population basis (currently ADSP and PCH can do this).

1.1.18 CHANGING A SERVICE REQUEST TO UNMET

IF A CLIENT HAS AN OPEN DENIED SERVICE REQUEST THE REQUEST WILL AUTOMATICALLY BE CHANGED TO UNMET ONCE THE END DATE OF REQUEST COMES TO PASS. HOWEVER, IF THE CLIENT IS DISCHARGED FROM HOME CARE BEFORE THE END DATE OF THE REQUESTS, THE USER WILL NEED TO MANUALLY CHANGE ANY OPEN DENIED REQUESTS TO UNMET.

1. Edit the desired client (Section 4.1.4).

2. Click the Service Requests link on the ‘Client Details’ page (Figure 17).

3. Under the Open Denied Service Requests section, select the desired Open Denied request.

4. Click the View button.

5. The Service Request Details page is then displayed. Press the Change to Unmet button.

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6. Edit the Unmet as of date if necessary, then press the Change to Unmet button.

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1.1.19 SERVICE REQUEST HISTORY REPORT

The ‘Service Request History’ report is a tool that captures all services that have been provided to the client. The timeline of the information displayed is from the point of when the client received the first service request to the moment the Service Request History Report link is clicked.

1. Edit the desired client (Section 4.1.4).

2. Click the Service Request History link on the ‘Client Details’ page (Figure 44).

Figure 44: The ‘Client Details’ Page

3. The Service Request History report will be displayed in a separate window with the following information:

Submitted By – User that entered the service request into HomeFirst.Service Provider – The service provider fulfilling the service request.Status – The current status of the service request.Service Request Type – The service details and frequency.Start Date – The start date of the service request.End Date - The end date of the service request.

1.1.20 Client History Report

When a change to a client is saved, all the client’s information profile and demographics are written to the Client History Report.

1. Edit the desired client (Section 4.1.4).

2. Click the Client History link on the ‘Client Details’ page (Figure 46).

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Figure 46: The ‘Client Details’ Page

3. The Client History report will be displayed in a separate window.

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1.2 SEARCH SERVICE REQUESTS

1.2.1 Search for service requestsThe search feature allows the user to create a list of service requests that share a similar user defined criterion.

1. Click the Search Service Requests link from the left hand menu on the ‘Client Main Page’ (Figure 48).

Figure 48: The ‘Client Main Page’

2. The ‘Search Service Requests’ page will be displayed. The user may complete any or all of the fields on the search screen (Figure 49). The more search criteria entered the more specific the returned results will be. See Table 5.0 for field definitions.

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Figure 49: ‘Search Service Requests’ page

Field DefinitionClient Last Name The client’s last name.

Client First Name The client’s first name.

Unique Identifier The client’s Home Care unique identifier. The name of this field is configurable.

Postal Code The client’s postal code.

Client Status The client’s status within HomeFirst.

Request Status The status of the service requests.

Created By The user that created the original service request.

Coordinator The client’s home care coordinator

Service Provider The company that is providing the services for the client.

Population The client’s contract population

Area The contracted area of the service request

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Congregate Setting Requests that are under a congregate contract

Request Starts On or After Requests starting from the date selected.

Request Starts On or Before Requests starting on or before the date selected.

Request Ends On or After Requests ending on or after the date selected.

Request Ends On or Before Requests ending on or before the date selected.

Request Created On or After Requests created on or after the date selected.

Request Created On or Before Requests created on or before the date selected.

Request in Billing Cycle Requests that have at least one day in the specified billing cycle

Table 5.0

3. Click the Search button at the bottom of the ‘Search Service Requests’ page (Figure 49). Service requests matching the search criteria are listed.

In order to narrow the results for a service request search it is required that at least one parameter be included.

1.2.2 View Service Requests

1. Search for desired service request (Section 4.2.1).

2. Select the option button for the desired service request on the ‘Service Request Search Results’ page.

3. Click the View Request button at the bottom of the page (Figure 50). The ‘View Service Request’ page is displayed (Figure 51).

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Figure 50: The ‘Service Request Search Results’ Page

Figure 51: The ‘View Pending Service Request’ Page

4. To view the information in a printable format, click on the Print this Request link.

5. Depending on the permissions of the user, clicking the Client Details Page link will open the ‘Client Details’ page in either edit mode or view ONLY mode. The details in view mode include the client’s Demographics, Information Profile and Service Request History.

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6. The history of a service request can be traced by looking The Related Service Requests and Status Changes section. The Related Service Requests section contains two sub sections: Previous Service Request and Change Request(s).

7. The Previous Service Request section displays the preceding service request.

8. All service requests displayed under Change Request(s) are change requests that were generated from the currently displayed service request.

9. In each Details section there is a View link that will allow the user to view the selected service request in detail, as well as its corresponding previous service requests and change requests.

The Changed Request(s) section does NOT list all change requests. It only lists service requests that were generated from the CURRENTLY displayed service request.

1.2.3 Change Service Requests

Only service requests with the status of Active or Active (future) can be changed.

1. Search for desired service request (Section 4.2.1).

2. Select the option button for the desired service request on the ‘Service Request Search Results’ page.

3. Click the Change Request button at the bottom of the page (Figure 52).

Figure 52: The ‘Service Request Search Results’ Page

4. Refer to Section 4.1.13 to Add a Service to a Service Request.Refer to Section 4.1.12 to Remove a Service from a Service Request.Refer to Section 4.1.11 to Change Details in a Service Request.Refer to Section 4.1.14 to Change Details and Extend a Service Request.Refer to Section 4.1.15 to Re-authorize a Service Request.Refer to Section 4.1.17 to Terminate a Service Request.

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1.3 PENDING SERVICE REQUESTSThe ‘Outstanding Service Request’ page lists all service requests that require acceptance, denial or follow-up. The page is divided into 4 areas. These areas are described in Table 6.0.

Area Name DescriptionPending New Requests New Service requests that have been

queued to providers but not accepted yet.

Pending Changed Requests Change Service requests that have been queued to providers but not accepted yet.

Open Denied Requests New Service requests that have been denied by all the contracted provider but the request’s end date has not yet passed.

Table 6.0

1.3.1 View a Service Request

1. Click the Pending Service Requests link from the left hand menu on the ‘Client Main Page’ (Figure 53).

Figure 53: The ‘Client Main Page’

2. Refer to Section 4.2.2, Step 2 for details on how to View a Service Request.

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1.3.2 COPY A SERVICE REQUEST

THE ‘COPY’ FEATURE IS AVAILABLE FOR THE FOLLOWING SERVICE REQUESTS:

OPEN DENIED REQUESTS

TERMINATED REQUESTS

COMPLETED REQUESTS

DELETED REQUESTS

The Copy button enables the user to resend a request with changes without having to recreate the entire service request.

For Example: Copying an Open Denied Request:

1. Click the Pending Service Requests link from the left hand menu on the ‘Client Main Page’ (Figure 53).

2. Select the option button for the desired service request under the Open Denied Requests section on the ‘Outstanding Service Requests’ page.

3. Click on the View button (Figure 54).

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Figure 54: The ‘Outstanding Service Requests’ Page

4. Click the Copy button at the bottom of the ‘View Pending Service Request’ page (Figure 55).

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Figure 56: The ‘View Outstanding Service Request’ Page

5. Make any changes necessary from the original request and click on the Next button.

Figure 57: The ‘Edit Service Request’ Page

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6. Refer to section 4.1.9, Step 5

1.4 RE-ASSIGNING CLIENTS

A HOME CARE COORDINATOR’S CASE LOAD CAN BE RE-ASSIGNED TO ANOTHER COORDINATOR(S). 1. Click the Re-assign Care Coordinator Clients link (figure 58)

Figure 58: The ‘Client Main Page’

2. Select the coordinator the clients are currently assigned to3. Select the coordinator the clients should be assigned to4. Click the Select Clients to Assign button (figure 59)

Figure 59: ‘the Re-assign Care Coordinator Clients’ Page

5. Place a check next to the desired client(s) to re-assign (Figure 60)6. Click the Assign Selected Clients button (Figure 60)

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Figure 60: “Assign Selected Clients’

7. A confirmation page will then be displayed.

1.6 SERVICE PROVIDER INFOThe information on the ‘Service Provider’s Info List’ will allow users to view which providers have an active contract with the Health Region.

1. Click on the Service Provider Info link from the left hand menu on the ‘Client Main Page’ (Figure 65). See Table 8.0 for column descriptions.

Column Name DescriptionService Provider The name of the service provider.

Type The service provider type (regular or congregate).

Status The service provider status (blank if inactive).Table 8.0

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Figure 65: The ‘Service Providers Info List’ Page

2. Select the option button for the desired service provider.

3. Click the View Info button. The ‘Service Provider Info’ page will be displayed (Figure 66).

Figure 66: The ‘Service Provider Info’ Page

See Table 9.0 for field descriptions.

Field Name DescriptionService Provider The name of the service provider.

Type The service provider type (regular or congregate).

Status The service provider status (blank if inactive).

Status Comment Additional comments for the service provider.

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Contact Name The name of the service provider’s contact.

Vendor The name of the vendor the service provider is a member of.

Available Services The services offered by the service provider.

Table 9.0

1.7 USER CONFIGURATION

1.7.1 Change Name or Password

1. Click on the User Configuration in the left hand menu. (Figure 67).

Figure 67: The ‘Client Main Page’

2. To change your name, make the necessary changes and click the Save Name button. To change your password, enter your new password in both the New Password and Confirm New Password fields then press the Save Password button. (Figure 68).

Figure 68: The ‘User Configuration Page’

If the password entered in the New Password and Confirm New Password fields do not match, the error message ‘Password and Confirm Password do not Match’ will be displayed. If the

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passwords entered match, the message ‘User Information Saved’ will be displayed near the top of the page.

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SUPPORT

We are here to support YOU! Regular support hours are Monday – Friday 8:00 AM (MST) – 5:00 PM (MST). After hour pager support is provided from 5:00 PM – 11:00 PM Monday – Friday and 8:00 AM – 5:00 PM Saturday and Sunday.

FOUR different methods to contact support:

1. Phone – Call our local number, 261- 0616, or toll free number, 1-866-556-5005.After Hours Phone Number is 403-875-8838

2. E-mail – E-mail your issues to [email protected].

3. Support Feature – In the top right corner, just click the Support link on any page of the application. A blank email will open up for you to type in the issue, then we will be automatically notified of the issue.

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