Caregiver Getting Message That They Have an Open Visit and Can't Start the Next Visit

If a caregiver fails to end a started visit via telephony or the mobile app, the system sees the visit as incomplete. When the caregiver attempts to start their next visit, regardless of where it is, the system will alert them that they have a visit that was left open or unfinished. The exact message that plays is: "You have a visit started for "client". You will need to get a signed time slip from the client to document the end of the visit. Please stay on the line start your visit." Often times, caregivers will not listen to the entire message, but instead interpret the message to mean they cannot document, and hang up prior to hearing that they should remain on the line to start the new visit. If it is a mobile app visit, the system will show a message that they have a visit already started and will allow them to choose to close the open visit as an exception before starting the new visit.

If a caller calls and hears this message, or a mobile app user sees the message, they should continue and start their new visit as usual. The message will then be removed and they will no longer hear it or see it on the mobile app.