Skip to main content

Care plans

Care plans represent a patient's enrollment into a program; whereas an Account record of the PJN_Patient record type represents a patient, a Case record of the CarePlan record type represents the patient in the context of a Care Program record. Care plans allow patients to be associated to multiple programs or to one program multiple times.

Note

If a program errors after an enrollment, reference the Troubleshoot care plan creation issues section below.

Create a care plan from a request

Care plans can only be created from a Case record of the PJN_Request record type. Requests are usually created via an automation that has been configured to handle inbound emails from an external e-fax service, such as Email-to-Case, but they can also be manually created.

Warning

In Komodo Care Connect V1 out of the box, the only active picklist value in the Status field on Case records is Closed. To activate Open and Cancelled (Closed) and set Open as the default status when creating new Case records:

  1. In Setup, search for and select Support Processes.

  2. Click PJN_Care Plan Activity.

  3. Move Open and Cancelled (Closed) from Available Values to Selected Values.

  4. Set the Default to Open.

  5. Click Save.

To create a new care plan from a request or associate an existing care plan to a request:

  1. Click Account Search to open Komodo Care Connect's custom Account Search experience.

  2. Search for and add a patient to the request.

    • If the desired patient does not already exist in the system, create a new account for the patient. The patient will automatically be associated to the request upon account creation.

    • If the desired patient already exists in the system, click the dropdown arrow on the far right end of the search result row and then Select Patient. The patient will automatically be associated to the request upon selection.

      Note

      The patient will remain selected even if the Account Search tab is closed and then re-opened.

  3. Associate the request to an existing care plan and/or search for and add other individuals to the care plan.

    • In Komodo Care Connect V2.0.0 and below, after a patient is associated to the request, Account Search will check to see if the patient has any existing care plans. If the patient does have one or more existing care plans, you may click the plus (+) icon to associate the current request with an existing care plan or click Create New Enrollment to create a new care plan for the request. If you proceed to create a new care plan, you may click the other account type tabs or tiles to search for and add other individuals to the care plan. If you add a physician, Account Search will also ask you to select or add an address for the physician.

      PSP_AccountSearchV1ExistingCarePlan.png
      PSP_AccountSearchV1CheckPhysicianAddress.png

    • In Komodo Care Connect V2.1.0 and above, after a patient is associated to the request, Account Search will advance to the next account type tile for you to add other individuals to the care plan. This continues until Account Search reaches the care plan tile at the end. If you do not have other individuals to add, you may navigate to the care plan tile directly to see if the selected patient has any existing care plans. If the patient does have one or more existing care plans, you may click a record to associate the current request with an existing care plan or click Enroll <patient's name> in a new CarePlan to create a new care plan for the request. Account Search will then check to see if a physician was added. If no physician was added, you will receive a warning so that you can either navigate back to the physician account tile to add a physician or click Skip Enrollment Address to proceed without one.

      Note

      If a selected patient is removed, the selected care plan will automatically be cleared.

      Similarly, if a selected physician is changed or removed, the selected enrollment address will also be cleared. This ensures that the correct enrollment address is used based on the physician on the care plan and that no enrollment address is used if there is no physician on the care plan.

      PSP_AccountSearchV2ExistingCarePlan.png
      PSP_AccountSearchV2CheckPhysician.png

  4. Click Enroll Patient to open the Enrollment Wizard to create a new care plan for the request. If you have associated the current enrollment request with an existing care plan, you may navigate to the existing Care Plan (Case) record and close the Account Search tab completely.

  5. Select a program.

  6. Enter and save any additional information, if applicable and known.

  7. Click Create Care Plan.

Note

Users will not see the new care plan until they complete the Enrollment Wizard. After the care plan is created, users can reopen the Enrollment Wizard to update the care plan via the Review Enrollment (PJN_Review_Enrollment) quick action. For more information, reference Enrollment Wizard.

Warning

If a user exits out of the Enrollment Wizard, the mvn__PJN_Enrollment_Completed__c field on the Case record will not be marked as true. This means that while the care plan will still be created, it will not display automatically and will not be checked for missing information. To check for missing information after the care plan is created, the mvn__PJN_Enrollment_Completed__c field would need to be manually set to true.

Once the care plan is created:

  1. All program problems defined by the Program Problem (mvn__PJN_Program_Problem__mdt) custom metadata type where the mvn__PJN_Is_Standard__c field equals true are created as stages in the new care plan.

  2. The first standard care plan stage is initiated.

  3. All program cases defined in the Program Case (mvn__PJN_Program_Case__mdt) and the Mapping (mvn__PJN_Mapping__mdt) custom metadata types with no dependencies are created as activities in the first stage.

Troubleshoot care plan creation issues

If your new care plan appears to be stuck during the creation process, your care plan's path appears to spin endlessly, or your care plan is created with incorrect or missing information, refer to the sections below for the likely underlying causes and resolutions. These are based on the most prominent issue your care plan exhibits and may be especially helpful if your care plan was created while you were completing the Enrollment Wizard and any relevant error messages were hidden.

Once you have resolved the issue and want to recreate the care plan, set the mvn__PJN_Care_Plan_Start_Status__c field on the Care Plan (Case) record to PJN_Initiate and save the record. The field will immediately update to PJN_Pending as the care plan is recreated and eventually update to PJN_Started or PJN_Error depending on if the rebuilding of the care plan was successful. If the value is PJN_Error, reference the last section below.

Care plan has no subject

If your care plan does not have a subject, then the most likely cause is that the mapping job responsible for creating the care plan ran into an error. To resolve this, make sure that the mapping job and its related records are set up correctly:

  1. In Setup, navigate to the Mapping Job (mvn__PJN_Mapping_Job__mdt) custom metadata type.

  2. Click Manage Mapping Jobs.

  3. Find and click the mapping job that is responsible for creating the care plan. If the labels and names of your Mapping Job metadata records follow Komodo Health's naming convention, then this should be the Mapping Job metadata record with the name "<program_abbreviation>_Create".

  4. Check that the child Mapping (mvn__PJN_Mapping__mdt) metadata record(s) of the parent mapping job have been set up correctly. (Reference the below screenshot of the sample Dasarpoh program that has the proper setup.) If not, update your setup as appropriate.

    Child mapping records for sample Dasarpoh program

  5. Check that the child Mapping Label (mvn__PJN_Mapping_Label__mdt) metadata record(s) of the parent mapping have been set up correctly, especially the metadata records that set the mvn__PJN_Therapy_Status__c and mvn__PJN_Therapy_Sub_Status__c fields on the Case record if you have adjusted the standard status and sub-status values available in Komodo Care Connect. (Reference the below screenshot of the sample Dasarpoh program that has the proper setup.) If not, update your setup as appropriate.

    Child mapping label records for sample Dasarpoh program

Care plan has a subject of "{0} Care Plan"

If your care plan has a subject of "{0} Care Plan" instead of your desired subject, then the most likely cause is that the mapping label responsible for setting the subject ran into an error. To resolve this, make sure that the mapping label is set up correctly:

  1. Follow all the steps in the Care plan has no subject section above.

  2. Check that the value on the Source Field API Name (mvn__PJN_Source_Field_API_Name__c) field on the Mapping Label (mvn__PJN_Mapping_Label__mdt) metadata record has been set to Label. (Reference the below screenshot of the sample Dasarpoh program that has the proper setup.) If not, update your setup as appropriate.

    Mapping label record for sample Dasarpoh program

Care plan has no stages

If your care plan does not have any stages, then the most likely cause is that the user who should be assigned to the first activity in the first stage does not exist on the care plan. For example, if you have a case manager who owns the care plan but you want a different care support coordinator to own the first activity, then the Care Plan (Case) record should have a lookup field to the desired care support coordinator. This is because the owner of the activity will be mapped from the care plan and every activity must have an owner. To resolve this:

  1. In the Object Manager, navigate to the Case object.

  2. Check that you have a lookup field on the Case object to populate the owner of the first care plan activity. If not, create the lookup field as appropriate.

If the mapping of the owner from the care plan to the first activity ran into an issue, then it is likely that your Zip To Team assignment also failed. You can confirm whether or not your Zip To Team assignment was successful by making sure that a Zip To Team (mvn__PJN_Zip_To_Team__c) record was added to the Care Plan (Case) record.

Care plan only has the Missing Information stage

If your care plan has the Missing Information stage but no other stages, then the care plan was most likely first created with no stages and then updated with the Missing Information stage upon the completion of the Enrollment Wizard. To resolve this, follow all of the steps in the Care plan has no stages section above.

Care plan has stages that only appear for admins

Check your sharing rules on the Problem object. If those look good, then check that your user is a member of the public group referenced by those sharing rules and that (typically that they start with MVN_XXX, for example).

If your care plan stages only appear for admin users, then the most likely cause is that the stages are restricted by sharing rules and/or public groups on the Problem (HealthCloudGA__CarePlanProblem__c) Health Cloud object. To resolve this:

  1. In Setup, search for and select Sharing Settings.

  2. Navigate to the Problem Sharing Rules list.

    Caution

    There may be two lists titled "Problem Sharing Rules." If so, navigate to the list that is closer to the bottom of the page.

  3. Check that the sharing rule(s) for your care plan stages have the correct criteria and public groups. (Reference the below screenshot of the working sharing rules for the sample Dasarpoh and Kalytex programs.) If not, update the sharing rule(s) as appropriate.

    Sharing rules for sample programs

  4. Check that the mvn__PJN_Program_Problem_DeveloperName__c field in your Problem records meet the criteria set in the Problem Sharing Rules. If not, update the value on the field as appropriate.

  5. Check that your (non-admin) users are members of the public group referenced by the Problem Sharing Rules. If not, add your users to the public group as appropriate.

Care plan has an issue not listed above

If your care plan failed to create correctly but your issue is not listed above, then check the PJN_Care_Plan_Start_Status__c field on the Care Plan (Case) record. If the value is PJN_Started, then the underlying cause is unrelated to an issue during the care plan creation process.