Troubleshooting Common Documentation Issues
This article is designed to walk you through common issues in documentation and detail how to troubleshoot and fix them. If you don’t find your issue detailed in this guide, please submit a ticket below, and our Support department will be happy to assist you.
TheraOffice Onsite and Web, version .9 or above.
Document Organizers Are Not Working
If your document organizers are not working, it’s usually a result of an issue in the scheduling module since document organizers are triggered by scheduling. To troubleshoot, check the following:
- Check that the appointment was checked in properly.
- Check that the resource is linked to a provider.
- Check that the appointment type is linked to a note type.
Check that the appointment was checked in properly.
How to test:
- Double-click into the appointment and change the status to To Be Seen.
- Close the appointment.
- Right-click on it to check it in.
- Open the patient navigator and look for a document organizer.
How to fix: Properly check in the appointment using the right-click method.
Why it matters: Double clicking the appointment and changing the status to "Checked In" displays the status, but does not actually check in the appointment-so it does not trigger the document organizer or Accounting visit to be created.
Check that the resource is linked to a provider.
How to test:
- Go to: Backstage Menu >Scheduling > Resources.
- Double-click on the resource for the provider who is missing their document organizer.
- Check to see if Resource is a Provider is checked.
How to fix: Check "Resource is a Provider" and select the correct user from the dropdown menu.
Why it matters: Document organizers correspond to particular providers to populate the Rendering Provider field. This information is pulled from the resource the appointment is scheduled under.
Check that the appointment type is linked to a note type.
How to test:
- Open Backstage Menu -->Scheduling --> Appointment Types.
- Double-click into the appointment type or types not receiving document organizers.
- Ensure the correct discipline has been enabled and a document type is selected.
How to fix: Check to enable a discipline and use the dropdown menu to select the document type which corresponds to this appointment type.
Why it matters: Document organizers pre-select the document type for the provider based on the appointment type on the schedule.
Can't Find Document Organizers
If you can't find your document organizers while in a patient's chart, try clicking the Hide Document Organizers button from the top toolbar. Because this setting applies to the computer rather than the user, it commonly stays selected on shared computers.
Notes Created on the Wrong Date of Service, with the incorrect time in/time out, or wrong provider
If you can’t find your document organizers while in a patient’s chart, select the Hide Document Organizers button from the top toolbar. This setting commonly stays selected on shared computers because it applies to the computer rather than the user.
If a note is created with the wrong date of service, time in/time out, or provider, you can change this information on any locked note using the Document Properties button in the top toolbar. Highlight the data for the note you would like to change, then click Document Properties.
If the note has already been locked, these same changes can be made using the Locked Documentation Data Editor tool.
Keep in mind, however, that information changed here will also need to be changed in the corresponding accounting visit.
Note Created in the Wrong Case
If a note is created in the wrong case, but the correct patient, it can be moved using a tool in the Administrator module called the Locked Documentation Data Mover.
Note Not Pulling Data from Evaluation
Data is carried from note-to-note within a case using active data. However, active data can be deactivated when it is moved between cases. If you open a new note on a patient whom you have documented on before and no information auto-populates, your data may be deactivated.
To activate the data, simply open a new document in the case. Select the same document type as the most recent note and use the Copy From selection to make a copy of it.
In the new note, click into a section to confirm that there is information in it. Then, delete the note. This reactivates the data.
Open another note without making a copy. This new note should have data populated from the prior note. If it does not, please contact customer support.
Can't Lock/Unlock Case
If you would like to lock a case, but do not see the button in your top tool bar, click anywhere on the screen other than on the notes. Then, click on the name of the case, highlighting it. You will then see the toolbar has changed to the Case Option view.
Document Report Generating Blank
If you notice your document report is generating with the header and an otherwise blank page, there is likely a bracket in the data which is breaking the report code. Open your data and look for the { or } brackets. Remove the bracket and regenerate the report.