Resident Review Staff CRM WebApp Online Documentation Updated February 2015

Transcription

1 Resident Review Staff CRM WebApp Online Documentation Updated February 2015

2 This presentation provides an overview of the MFP-Pathways to Community Living documentation processes for MFP Resident Review Staff. Documentation is completed online in the MFP CRM (Customer Relationship Management) Web Application (aka CRM, web app ) If you have difficulty accessing the online forms, completing the online forms, or errors, contact UIC. 2

3 CRM Training materials are posted here: Includes training dates, PowerPoints, and recorded webinars. Future materials will include video tutorials, additional resources and a comprehensive training manual. 3

4 System Requirements Web Browsers Network Requirements Licenses and Credentials Sign in and Sign Out Terms and Definitions Navigation Dashboards

5 Minimum and recommended hardware requirements for the Microsoft Dynamics CRM web application. Component Minimum Recommended Processor 2.9 gigahertz (GHz) or faster x86- or x64-bit dual core processor with SSE2 instruction set 3.3 gigahertz (GHz) or faster 64-bit dual core processor with SSE2 instruction set and 3 MB or more L3 cache Memory 2-GB RAM 4-GB RAM or more Display Super VGA with a resolution of 1024 x 768 Super VGA with a resolution of 1024 x 768 Source: 5

6 Browsers are compatible with CRM as long as they have the specified operating system: Internet Explorer version 10 and above (newer is better) Mozilla Firefox (latest publicly released version) running on Windows 8.1 or Windows 8, Windows 7, or Windows Vista Google Chrome (latest publicly released version) running on Windows 8.1 or Windows 8, Windows 7, Windows Vista, or Google Nexus 10 tablet Apple Safari (latest publicly released version) running on Mac OS X 10.8 (Mountain Lion), 10.9 (Mavericks), or Apple ipad 6

7 Microsoft Dynamics CRM is designed to work best over networks that have the following elements: Bandwidth greater than 50 KBps Latency under 150 ms Notice that these values are recommendations and don t guarantee satisfactory performance. See All Requirements here: 7

8 Every user needs a license for Microsoft Office 365. Inform UIC of new staff that need licenses/access to CRM. Staff at HFS will assign licenses to users. Then, staff at UIC will create user profiles in CRM and notify users of their sign-in credentials Agencies should notify UIC and/or HFS when users no longer need access to CRM Inactive users will be removed from CRM after they have been verified as inactive 8

9 Sign-in at Microsoft Office 365 9

10 To sign out, click the gray person icon in the top right corner and select Sign Out 10

11 When you are given access to CRM for the first time, you will receive a temporary password When you log in with this temporary password you will receive a message that your temporary password has expired. Now create your own password and write it down. UIC doesn t have access to it. If you cannot log into CRM you may need your password reset. [email protected] to request to have your CRM password reset 11

12 Referral Process MFP Process Overview 12

13 Submission of online referrals starts the MFP process. If there are no issues with the referral data, the Referral becomes a case (or a re-referral) and is routed to an agency in CRM based on the Referral Process Flow Chart If there are issues (e.g. data discrepancies, no RIN), the referral will be processed by HFS and manually distributed. New referrals need to be followed up on within 10 days of receiving the case. Cases can be sent back to HFS if they need follow up from a different state agency. Referrals are entered here: 13

14 MFP Case is sent to RR agency (from ADRC if in a county with ADRC agency) The RR agency contacts the participant, completes the Resident Review and documents the case contact If the participant is eligible for MFP and a likely transition candidate, the RR agency assigns the case to a DMH TC agency If the RR agency determines the participant does not have a serious mental illness (SMI), the case is returned to HFS for triage to a different state agency. The TC agency contacts the participant who proceeds to enroll and transition 14

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16 When you sign into CRM, you land on your default dashboard. Click the Home icon to return to your default dashboard. Click these icons to view any list in a new/larger window. 16

17 See this Quick Reference Guide Online at: 17

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19 Hover over HFS MFP to view the navigation menu. Dashboards: Select to go to your default dashboard MFP Cases: Select to view lists of cases Activities: Select to see lists of Activities Referrals: Select to see the referrals that have been sent to your agency. 19

20 Select MFP Cases from the navigation menu Select from the list of System Views Click the pin icon to set your default list to a selected view Each of the System views are defined in this document: ILHFS-MFPCaseViewsGlossary.pdf 20

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22 Any search box in CRM searches ALL cases to which you have access If you are searching for Florence Jones, You can enter: Florence Jones *Florence J *Florence Jones You can also search by the case ID number, e.g., MFP (Use this ID number to refer to participants in to other CRM users) 22

23 Click on the magnifying glass to do a global search. Then enter your search term and select a category (optional), e.g., cases, referrals, users, etc 23

24 Unassigned View

25 New Participant cases that need Resident Review will be in the view called: Review your agency s list of unassigned cases Click on a Case Number to view that case page. 25

26 How to Get to the Case Page Parts of the Case Page

27 Click on the Case Number in any dashboard or view. When you click on the case number you will be taken to the participant s case page Use your browser s back button to go back to the previous page or the home icon to get back to your dashboard See the next slide for parts of the case page 27

28 Case Name/Number Progress Bar, Stage Checklist etc. General Information and Important Dates Referral Summary Footer (Enrollment Status) Participant Summary. Contact UIC or HFS with edits to this data. 28

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30 The Referral summary on the Participant s case page includes the referral number, type, name and history of ANE (substantiated claim of abuse, neglect or exploitation) Click the Referral Number to view the original referral. 30

31 Clicking on the referral number from the participant s case page will take you to the original referral. Each of the blue headings can be expanded to view the information. If any referral/participant data is incorrect contact HFS. Use your browser s back button to return to the participant s case page. 31

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33 New Cases need an Owner. On the Participant s case page - Click Assign to assign the case to a Resident Review staff person. 33

34 Select Assign to Me. Click OK. You are now the Case Owner 34

35 Hover over HFS MFP and select MFP Cases to get to a list view instead of a dashboard view. Select one or more cases using the checkmark icon in the left-most column. When cases are selected they will turn blue. Then click Assign in the top menu. Then you will choose to assign the case(s) to yourself or to another user or team. 35

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37 Used to document follow-up with new participants within 10 days of receiving the new participant case from HFS. Complete for all individuals who have been screened or received a brief face-to-face assessment. Complete for all new participant cases that you follow up on that are no longer in the facility (discharged or deceased). 37

38 Step 1: Scroll down the participant s case page to the blue heading CONTACT (A). Click the heading to expand the Contact section, if needed. Step 2: Click + to add a new Case Contact. 38

39 Date of the Case Contact : The date you met with the participant (or date of attempted contact/change in status). Participants that are still living in the facility of referral are required to have a face-toface contact. 39

40 Outcome of the Contact: choose the best option Select Individual is Considering MFP for all participants whose cases will be sent to a TC agency Comments: a brief description of the contact outcome, can be longer for those not proceeding to enroll in MFP. 40

41 Click Save & Close when you have entered all the data for the case contact. If any required data are missing you will receive an error and the form will not close. 41

42 If you find out from the nursing home staff that the participant you are trying to contact has become deceased or has moved out of the facility Complete a case contact to document this. This closes the loop on the referral. 42

43 Completed Case contacts are listed here. Click the Name link to view a contact. Use your browser s back button to return to the case page from a case contact. 43

44 If you receive a participant case that is not appropriate for your agency, you may return that case/referral to HFS Usually this would occur only if the participant needs to be served by a different state agency (e.g., does not have SMI) or an agency in a different county. Ask UIC if you aren t sure. Select Send Case Back then select an option and Provide a short but detailed description. 44

45 Level of Care (LOC) Assessment

46 On the Participant s Case, click Update Assessment in the top menu. A new Tab or Window will open. Enter the Assessment Date and scores for each LOCUS domain. Then click Next and Finish. 46

47 Click Refresh View the Latest Assessment on the participant s case 47

48 From the case, click on the drop-down next the case number in the topmost menu. Click on Assessments Select an assessment to view it. 48

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52 Scroll down to bottom of case page to Attachments Type file name in the space provided under Title. (example title: ResidentReview_ ) Click Attach then click Choose file Browse to the file on your computer. Click Open, Then click Done. 52

53 Use the notes feature to document contacts with participants in more detail. Click the + to add a note. 53

54 Face-to-face Contact to document a SOAP note. Select Contact Date Select Contact Type: face-to-face visit, phone call, , fax, other Select Location: Participant home, TC office, Hospital/Facility, Provider (medical, mental health, etc.) Office, Community, Other 54

55 Select Persons Contacted (Select All): Participant Family/Guardian/Significant Other/Power-of-Attorney for Health Care Physician(s) Hospital Staff (nurses, social worker, discharge planner) Facility Staff Community Providers/Workers/Case Managers Other Community-Based Other: SOAP Note includes. Subjective findings: Objective findings: Assessment findings: Plan: ucation/soap.ri final.ppt x 55

56 On the Participant s Case Page Click Then Select Run Report Then Select Case Notes. Export to Word to Print 56

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58 Click DMH Assign to assign the case to a TC Agency. This will only display if the Date of Resident Review has been entered. 58

59 A new tab will open. Select the TC Agency Click Next and Finish 59

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61 The dashboard contains a view called My Activities. Here you will find: Activities that you have created or that have been created for you Re-referrals that need follow-up (Create a new case contact for these!!) 61

62 Mark the activity complete once you have completed the required documentation. Click on the New Referral Link to see the new referral information Click on the Case Number to go to the case and document the case contact and other RR documentation 62

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64 To print a form, first click on the Name of the form you want to print 64

65 Click on the gear icon in the top right corner. Select Print Preview 65

66 Click Print. 66

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68 Case: A case is created when a referral submitted through the online referral form passes the data quality checks at HFS and is routed to an agency home page. Participant s should usually have only one case per agency. Stages: Participants progress through stages Contact Informed Consent Pre-transition Transition Views: lists of participants organized by specific data such as: Cases not Contacted Cases Considering MFP with No Informed Consent Pre-Transition Cases Transition Cases Disenrolled Cases Dashboard: Home screen that contains one or more views. Can be customized by you Queue: Special lists not yet implemented Reports: Some forms can be printed as reports (G, J, K) 68

69 MFP CRM WebApp URL: MFP UIC Website: MFP HFS Website: HFS and UIC Contact Information: 69