O-14-110 Process Missed Visit

👤 Responsible Person

Staffing Manager

🎯 Purpose

To describe the process for addressing visits marked as “missed” in PointCare. Visits are marked as “missed” by the user in PointCare when a visit is attempted but client is not available and the visit cannot be rescheduled/reassigned and ordered frequency cannot be met.

🔄 Process

Clinicians are instructed to “miss” the visit if the visit cannot be rescheduled for the current week. When the clinician “misses” the visit, the Staffing Manager gets a task to Process the missed visit. This task has different functions depending on whether the initial visit was scheduled via intake (SOC, Add on), or via scheduling workflow.

📌 Start of Care/Intake Assigned Add-On Evals

“Missed” SOC or Add-On Evaluation (visit initially scheduled via intake workflow):
1. Task generates to the Staffing Manager and appears to be the same as all other missed visits:
2. If you select View Missed Visit Report, it will tell you which service code is being marked as missed:
3. All Admission service codes are scheduled via intake. Most Add-On Evals are scheduled via intake, but not all:
4. If you go to try to reschedule the visit, you will get an alert that tells you that the visit must be reassigned from the WORKFLOW CONSOLE. This does NOT mean Workflow Summary.
5. The only option is to Stage Complete the task.
6. When the task is completed, it will generate new workflow back to the Intake Coordinator/Clinical Intake position to assign the visit:
7. Intake Coordinator/Clinical Intake will process task to update clinician and/or date:

📌 All Other “Missed” Visits from PointCare

Processing “Missed” Visits:
Clinicians are instructed to only submit a missed visit if the visit cannot be rescheduled. This would mean that they need to be completing a missed visit notification as we will not be meeting our ordered frequency. Selecting “Don’t Reschedule Visit” will update the visit on the schedule as “Missed” :
1. View Missed Visit Report:
2. The following missed visit reasons do NOT require the clinician to complete a Missed Visit Notification. The only option that is appropriate to use is “Medical Treatment Only”. This code should ONLY be used for Buddy Codes.
3. If any of the other options are used, you will need to evaluate if missed visit notification was completed externally.
4. Select Don’t Reschedule Visit if visit needs to be marked as missed:
5. Review prompt asking if you want to mark the visit as MISSED. Select YES:
6. Select Missed Visit Reason from table:
  If you do not get the prompts as stated above to mark the visit as missed, the visit will not get updated on the calendar.
  For example, if you select “Reschedule Visit” and then don’t actually move/reschedule the visit (or change/reschedule a different visit), and then hit Stage Complete, the original visit will have visit status of MISSED, but the visit won’t be marked as MISSED on the calendar (and will remain green and not yellow).