Incomplete Client Records and Search Report

This article provides detailed information relating to the information required to create a 'Complete' Client record, including the mandatory fields that must be entered in order for this to be deemed complete. 

Audience: Authorised Representatives, Support Staff


Summary

The following list summarises the content of this article. Click on the links below to take you to the relevant sections:


How are mandatory fields and fields required to deem a Client record complete identified?

Mandatory fields for completion are identified in one of three ways:

  • Red coloured underline to the field - this indicates information must be entered in this field before the record can be saved:

  • Amber coloured underline to the field - this indicates information must be entered in this field to deem the record complete, otherwise an Incomplete Client Record Warning will display:

  • Notification message with an amber background

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What information is needed to deem a Client record 'complete'?

Specific information is needed to be entered in the following tabs of a Client record to deem it 'complete' and ensure 'Incomplete Client record Warnings' no longer appear:

  • Client Details
    • Client Details
    • Client Service Participation
    • Consent - relevant when an organisation is entering information in this section
    • Administration Details - relevant to the 'Validation' Warning
  • Contacts
  • Documents - relevant when specific Document Types have been set as compulsory for individual Services 
  • Journal Actions - relevant when the 'Include Journal Actions In Incomplete Client Review' setting is activated in System Preferences::Journals

More detailed information as to the specific fields that require completion in each of these areas is outlined below.

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Client Details tab

The following information is required to be completed in the 'Client Details' tab of the Client record to deem the Client record as 'complete': 

Client Details

In the 'Client Details' section of the Client Details tab, the following fields require completion: 

  • First Name - must be completed in order for the Client record to be saved
  • Last Name - must be completed in order for the Client record to be saved
  • Street Address - must be completed in order for the Client record to be deemed complete
  • Suburb - must be completed in order for the Client record to be deemed complete
  • State - must be completed in order for the Client record to be deemed complete
  • Post Code - must be completed in order for the Client record to be deemed complete
  • Home Phone OR Mobile - a number must be entered in either one of these fields in order for the Client record to be deemed complete. Once entered in one of these fields the amber underline will disappear from the other.
  • Date of Birth - must be completed in order for the Client record to be saved.
  • NDIS Number - When an NDIS Direct Client Funding record has been created a valid NDIS Number must be entered in the Client Details section in order for the Client record to be deemed complete:

N.B.  A valid NDIS Number has no more or no less than 9 digits and no spaces between the numbers.

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Client Service Participation

In the 'Client Service Participation' section of the Client Details tab, the following requires completion in order for the Client record to be deemed 'complete'. 

One or more Services

Firstly, one or more 'Service/s' must be added to reflect all of the Services this Client participates in:

Primary Service

Once the relevant Service/s have been added a 'Primary' Site/Service must be allocated to reflect the primary Service that the Client participates in:

Key Support Worker

All Client Service Participation records, including historical Client Services, need to have a 'Key Support Worker' recorded:

The list of Staff available for selection in the 'Key Support Worker' field is organised alphabetically and grouped by 'Service Staff' first, followed by 'Non-Service Staff':

N.B. 'Key Support Worker' is an available search criterion in both the 'Client Search' and 'Client Service Participation Report'. More information on these Search Reports is available in the related articles linked below for reference.

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Consent

When an organisation is entering information in the 'Consent' area of the Client Details tab, and the option 'Partial' has been selected in the 'Consent' field:

At least one 'Consent Exclusion' is required to be entered in order to deem the Client record 'complete':

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Administration Details

A 'Validation' warning will appear in the 'Client Warnings' bar at the top of the Client record:

when the relevant LGA that matches the postcode entered in the Client's address has not been selected from the list of pre-configured options:

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Client Contacts tab

The following information is required to be completed in the 'Contacts' tab of the Client record: 

At least one Client Contact must be added on the Contacts tab and the following fields completed in order for the Client record to be deemed 'complete':

  • First Name 
  • Last Name
  • Relationship - to the Client
  • Work, Home OR Mobile Phone - a number must be entered in one of these fields in order for the Contact record to be deemed complete. Once entered in one of these fields the amber underline will disappear from the other Phone fields.
  • Street Address 
  • Suburb
  • State
  • Post Code

N.B. The above fields of information must be completed for all Contacts added.

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Client Documents Tab

The following information may be required to be completed in the 'Documents' tab of the Client record: 

If your organisation has configured compulsory Document Types in System Preferences for any of the Services a Client participates in, a current Document of this type must be uploaded to the Client's Documents tab in order for the record to be deemed as 'complete':

In the case where a compulsory Document Type is required and the relevant Document record has not been uploaded this will trigger an Incomplete Client Warning:

'Complete' is determined not only when the Document record of this type has been added but a Document file has also been uploaded to the Document record:

If the Status of a Document record for a compulsory Document Type has been marked as 'Obsolete' and the Client record saved, Notifications will appear at the top of the Document List and in the 'Client Warnings' bar to advise a Document of this type is missing:

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Incomplete Client Journal Actions

When an organisation has the 'Include Journal Actions In Incomplete Client Review' setting activated on the Journals tab in System Preferences:

And 'Journal Actions' have been set as Mandatory for a specific Journal Type e.g. Complaints: 

Whenever a Journal Action is missing for a Journal of that Journal Type an Incomplete Warning will display in the 'Client Warnings' bar:

N.B. Regrettably, the target icon Link in the 'Client Warnings' bar does not link directly to the related Journal, rather it takes the user to the 'Client Details' tab.  Due to this limitation and the fact that not many providers are using this feature, it is planned to remove the 'Include Journal Actions In Incomplete Client Review' setting in due course.

When the 'Include Journal Actions In Incomplete Client Review' setting is not turned on, missing Journal Actions for Mandatory Journal Types will not trigger an Incomplete Client Warning in the 'Client Warnings' bar.  A notification will, however, continue to display at the top of the Journal record when open:

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Incomplete Client Warnings

When a Client record is first created, and if any of the information outlined above continues to be missing from the Client record, an 'Incomplete' Client Warning will display at the top of the Client record:

Clicking on the 'Client Warnings' bar provides information regarding why the record is deemed 'incomplete' i.e. what information is missing: 

Incomplete Warnings about missing Documents will only display once a Service that has compulsory 'Document Types' set for that Service, has been added to the 'Client Service Participation':

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Incomplete Client Records Search

There is a Report to assist in identifying Incomplete Client Records. 

Select 'Reports' from the Dashboard: 

Navigate to the Client Records subsection of the Clients section of the Reports menu and select 'Find Incomplete Client Records':

This Report allows you to search by Client's who participate in specific Services and or Sites, along with specifics of what remains incomplete i.e. [Compulsory] Documents, Contacts and/or Services (Client Service Participation): 

N.B. The Incomplete selection options: Documents, Contacts & Services, works as an AND search when more than one option is selected. This means that selecting Documents + Contacts + Services will only return Client Records that have all 3 incomplete. 

Understanding this, it might be worth running a report for each option independently, to produce a complete list.

The list results can then be worked through: 

Your organisation may choose to add a Bookmark for the most relevant Staff Member to complete this action: 

This will then appear on the Staff Members Dashboard to alert them to the required actions for completion: 

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