Can the clinician see the Plan of Care once the visit is complete?

No, the clinician cannot see the Plan of Care once the visit is complete and approved in QA. The only way that a clinician can view the Plan of Care after leaving the patient and submitting the documentation is if that documentation is returned during the QA review process. Clinicians that use AxxessCARE are only given temporary privileges to see the Plan of Care and other HIPAA-sensitive information as part of the agreement between the agency and the clinician. Those privileges expire once the visit is completed and approved in QA.

Will the clinician make corrections to documentation once submitted?

Any corrections that need to be made by the clinician can be communicated when returning documentation during the QA process.

Agencies can make notes or contact the clinician directly using the AxxessCARE HIPAA-compliant messaging center or calling the clinician’s telephone number.

The clinician is expected to complete the documentation to the agency’s satisfaction. Axxess recognizes that accurate documentation is not only important for compliance with regulatory standards, it is also important for the patient’s continuity of care. Agencies that are unsatisfied with a clinician’s documentation can express that during the clinician star rating process they complete at the end of the QA process.

How will I know once the visit is complete?

Completed visit documentation will flow into the AgencyCore QA center in the same way as a regularly scheduled visit. Visits completed using AxxessCARE will be distinguished with a teal heart next to the task.

These visits can be filtered in the QA Center by clicking the teal “AxxessCARE” button at the top.

This will allow agencies to see only AxxessCARE visits and review the documentation quickly. Clinicians are only paid when the visit documentation is approved in the QA Center. We encourage agencies to prioritize the review of documentation from clinicians using AxxessCARE because if the documentation has not been approved by the agency within five days, the clinician will be automatically paid.

Agencies can also see that a visit is complete using the AxxessCARE desktop home page. By clicking on the “Completed” section under the “Visits” tab, agencies can see which visits are completed.

Agencies also have the control over viewing the time in and time out of the visit and the patient’s EVV signature.

Agencies can review documentation in this section however it must be approved in the AgencyCore QA Center. Agencies are also able to see if the funds to pay the clinician have been released.

Am I able to rate and review the clinician?

Yes. Once the agency has reviewed and is satisfied with the clinician’s documentation they can approve it. During this approval process, agencies are asked to rate the clinician with a star rating.

The ratings range between one star (poor) to five stars (excellent). Agencies can also leave a comment about the clinician to let other agencies know about their performance. Any star ratings of three stars or lower will require a comment to explain the lower rating. Ratings given at four stars or higher allow for optional comments however Axxess encourages comments on every rating so that future agencies can select the very best clinicians for the task.

At the end of the process, clinicians are also asked to rate the agency.

The same guidelines for ratings are present for clinicians. Clinicians who give agencies a star rating of three stars or lower are required to comment on why they chose this rating. Ratings of four stars or higher allow for optional comments however Axxess encourages comments on every rating so that the very best clinicians can connect with the very best agencies.

Are family members able to request and pay for patient care?

Not at this time, but this feature is on our roadmap for future development.

What if the notes are not documented correctly?  What are my safeguards?

The notes will be submitted and appear in the QA Center.  You will be able to QA the notes and if necessary, return them to the clinician for correction. 

How will you handle patient complaints?

Patient complaints should be handled through the proper channels and procedures set in place by your agency. If a patient has a complaint about the visiting clinician, agencies are encouraged to contact that clinician directly and investigate. The clinician’s contact information is always available to the agency under the “Completed” section of the “Visits” tab in the AxxessCARE home page.

Agencies can also find this information in the “History” tab as well when they search for the specific visit or filter for the specific clinician.

A patient complaint that rises to a level that would merit removal or suspension of the clinician from AxxessCARE should be reported immediately to Axxess. If the patient’s complaint is related to the software or specific information in their patient chart and the agency is unable to correct the information, contact Axxess support experts or submit a request for help using the Support Ticketing Center

How can my agency be certain that a visit completed using AxxessCARE will be compliant with regulatory standards?

All of the documentation that is completed using AxxessCARE is identical to the workflow for users in AgencyCore. Clinicians using AxxessCARE should be familiar with the process. Axxess regularly updates software to comply with regulatory changes and these updates are performed in all our software platforms.

Any documentation that needs to be corrected can be returned to the clinician during the QA process.

Agencies can make notes or contact the clinician directly using the AxxessCARE HIPAA-compliant messaging center or calling the clinician’s telephone number.

Agencies have the control over viewing the time in and time out of the visit and the patient’s EVV signature. Agencies can review documentation in this section however it must be approved in the AgencyCore QA Center.

The clinician is expected to complete the documentation to the agency’s satisfaction. Axxess recognizes that accurate documentation is not only important for compliance with regulatory standards, it is also important for the patient’s continuity of care. Agencies that are unsatisfied with a clinician’s documentation can express that during the clinician star rating process they complete at the end of the QA process.

Does AxxessCARE allow for private duty scheduling and staffing needs?

At the moment AxxessCARE is only available as a scheduling and staffing solution to home health agencies that use AgencyCore. We know that it is a powerful solution that is already revolutionizing how care is delivered in the home. As an innovation leader, Axxess is committed to offering AxxessCARE for private duty services in the future. Once it is available, we will communicate that to all Axxess HomeCare users and prospective clients because we know that AxxessCARE is the solution to this unique challenge.