Deactivating a Client Record
This article provides detailed information outlining the considerations and required actions in SupportAbility when exiting a Client i.e when the Client is either exiting a Service or no longer receiving any Services from your organisation.
Once a Client record is deactivated in SupportAbility, the following actions are automatically triggered:
- Removes the Client from the 'Quick Search' tool, if the default filter for 'Quick Search Finds' is set to 'Only active records' in System Preferences::Settings tab.
- Removes the Client from a Client Search, if the default filter for 'Default Detailed Client Search Finds' is set to 'Only active clients' in System Preferences::Settings tab.
- Removes the Document Notifications with a 'Due/Review Date' relevant to this Client, from the 'Client Documents' Notification section, on the Dashboard of the person set to 'Notify'.
- Removes the Client as a selectable option in the 'Add Clients' list when creating Activities or when adding a Client to existing Activities.
Further actions, however, are required by your organisation to complete the exit process in SupportAbility, and these have been outlined below for your reference. Additionally, some of these actions may be required when deactivating a duplicate Client record.
Audience: Authorised Representatives, Team Leaders, and Support Staff.
Summary
The following list summarises the content within this article. Click on the links below to take you to the relevant sections:
- Actions requiring completion
- Administration Details - 'End Date' and 'Reason for Exit'
- Client Service Participation - Service End Dates
- Journals - Incomplete Client Journal Actions
- Removing Clients from future scheduled Activities
- Deactivate the Client record
Actions requiring completion
Once a Client is no longer receiving Services from your organisation and you wish to exit them, the following actions will need to be completed by your organisation in SupportAbility:
- Enter the 'End Date' and 'Reason for Exit' in the Administration Details section of the Client record
- Enter the 'End Date' for each of the active Services in the Client Service Participation section of the Client record
- Complete all 'Incomplete Client Journal Actions' on the Journals tab of the Client record, or delete them as appropriate.
- Remove the Client from all future scheduled Activities
- Deactivate the Client record. Deactivating a Client record should be the last action completed, to facilitate completion of the other actions listed above.
N.B. Of particular importance is removing the Client from future-dated Activities. This is because SupportAbility is designed to allow clients to participate in Activities on an ad-hoc basis, for Services outside their standard Services, as listed in the Client Service Participation section of their Client record. Therefore, Clients are not automatically removed from future-dated Activities when an End Date is applied to Client Service Participation.
Administration Details - 'End Date' and 'Reason for Exit'
To ensure that a Client record is a complete historical reference, the 'End Date' when the Client ceases to receive service from your organisation along with the 'Reason for Exit' should be recorded in the Client record.
To complete these steps navigate to the 'Administration Details' section on the 'Client Details' tab of the relevant Client record, and
- select the calendar icon to enter the Client's End Date
- select the relevant option from the drop-down list for the 'Reason for Exit' field
N.B. The selectable options for the 'Client: Reason for Exit' list is customisable by your organisation in System Preferences::Lists::Client:Reason for Exit.
Remember to select the 'Save Client' button to save the changes:
Client Service Participation - Service End Dates
To further assist in completing the Client record for historical reference purposes, the 'End Date' for all active Services should be entered in the Client record.
To complete these steps navigate to the 'Client Service Participation' section on the 'Client Details' tab of the relevant Client record, and select the calendar icon to choose the relevant date:
Remember to select the 'Save Client' button to save the changes:
All Services will now be removed from the current/active area of 'Client Service Participation' and will be listed in the historical Services section. To view these select the 'Show historical client services' button:
Once 'End Dates' have been added to the 'Client Service Participation' section of Client Records, your organisation will be able to search for and report on Clients who are no longer receiving Services, by using the 'Client Service Participation Report'. This Report can be filtered by a number of criteria including Service, Site, Status, and Participation Start and End Dates.
Comprehensive information about this report is available in the Client Service Participation Report article, linked below.
Journals - Incomplete Client Journal Actions
As Journals form part of the critical evidence required to meet your organisation's compliance obligations, it is important that any associated Journal Actions are completed.
Incomplete Journal Actions relating to an exiting Client will still need to be managed once a Client exits the Service or your organisation, in one of the following ways:
- the Assignee Staff member complete the task, then mark the Journal Action as 'Completed'
- delete the Journal Action if no longer required/relevant .. OR..
- for complete historical transparency of the Journal record, mark it as 'Completed' to close it, and add a comment in the 'Action' field that it was no longer required/relevant due to the Client exiting.
Dashboard Notifications - Incomplete Client Journal Actions
All Incomplete Client Journal Actions will continue to appear as Notifications on the Dashboard of those Staff who have been assigned the tasks, even after a Client record has been deactivated.
Once a Journal Action is marked as 'Completed', by selecting the 'Completed' checkbox, and selecting the 'Save Journal' button, they will no longer appear in the 'Incomplete Client Journal Actions' Dashboard Notification portal.
Identifying Incomplete Client Journal Actions related to an exiting Client
Unfortunately, there is no report to identify all the 'Incomplete Client Journal Actions' related to a specific Client. Therefore we recommend that a Staff member who has the global 'Team Leader for ALL Services' privilege, reviews the 'Incomplete Client Journal Actions' Dashboard Notification portal, for the Site where the exiting Client received service, then follows up with the relevant Staff member/s to ensure the Actions are completed for this Client.
A Staff member with this global privilege can select to 'Show Dashboard For' a specific Site:
The 'Incomplete Client Journal Actions' notification portal will then display all Incomplete Client Journal Actions relevant to all Clients receiving service at that Site:
The Team Leader can access and view each of the 'Incomplete Journal Actions' related to the exiting Client, by clicking on the target icon. The relevant Staff member who has been assigned the Journal Action can then be followed up to complete the task.
Removing Clients from future scheduled Activities
To remove a Client from future scheduled Activities it may be helpful to first run the Activity Clients Report filtering by the relevant 'Client', Site/Services they participated in, and setting the 'From - Activity Date' as the Client's final date with the Service/Organisation:
This will bring up all future Activities from that date forward which the Client is scheduled for. The Client can then be manually removed from each Activity:
Remember to select the 'Save Activity' button for each Activity to save these changes:
Two helpful tips for completing this are as follows:
- Right mouse click on each of the different Activities to open them in separate tabs. The relevant Client can then be easily removed from each of these Activities, while retaining the report open as a helpful overall reference.
- If the Activity is part of a replicated set, first remove the Client from the current Activity, then check the 'Clients' setting for 'Replication Management Settings', and Save the Activity. When this setting is turned on any changes made to the current Activity record will be replicated across all future occurrences of that Activity.
N.B.
- When making this adjustment to Activities, it is important to check that no-one else is in the middle of working with any Activities in the same set, as any Client changes they make to an individual Activity may be replicated or overwritten, if the 'Clients Replication Management Setting' is turned on when saving an Activity.
- Remember to turn this setting off again once the required change has been applied and saved, to avoid other changes which may only apply to a singular Activity being replicated.
- Changes cannot be applied to Activities which have already been signed off.
Deactivate the Client record
Finally the Client record will need to be deactivated.
To complete this step, navigate to the 'Client Details' tab of the relevant Client record, and remove the tick in the 'Active' field:
Select the 'Save Client' button to save this change: