Care Champ - Visit is Complete in App but Not in Office


Visit Shows as Missed or In-Progress in Office, but Completed in Care Champ App

Common Cause
This usually happens when the aide's device has weak or no cellular signal at the time of clock-in or out. The visit will not sync to Barnestorm Office until a stable connection is available.

Automatic Sync Attempts
Between 9:00 AM and 5:00 PM, the EVV system runs a sync cleanup every 30 minutes to push through any delayed visits. Wait until the user has a stable connection before attempting the following. 

What to Do: Single Visit or One Aide/Patient
If the issue only affects one visit (or multiple visits for the same patient or aide):
  • Have the aide open the visit in the Care Champ app and tap the visit and tap Resend.
  • Do not complete the visit manually in Barnestorm Office.
  • It will attempt to resend the visit immediately. 
  • If the resend fails, then the visit will be placed into a sync folder to process again later.
  • If Resend is tapped after 5:00 PM, the visit may not show in Office until the next day.
If the Issue Affects All Visits
If all aides' visits are missing or in-progress during the same timeframe:

Contact Barnestorm support to investigate a possible system-wide issue.


Posted Saturday, May 18, 2024 by farrah@barnestorm.com
http://kb.barnestorm.biz/KnowledgebaseArticle51701.aspx