Care Home Merges - Atlas Central
Under no circumstances will a member of Atlas Support team be authorised to merge a resident profile. The way to resolve the majority of merges will be to ask and inform the user to Archive the record NOT in use. This is achieved via the usual method of Atlas Central > Residents > Search for required resident > Click on resident > Edit Resident > Change status of Resident to 'Discharged' OR 'Deceased'.
If the incorrect record has been archived then this will need reinstating via changing the the status to 'Present'.
This applies to all situations where a care home would usually require a merge of records.
In the event that for whatever reason this is not able to be done or when the correct action is taken but changes have not been made, this will need escalating to the correct channels.
Pharmacy Merges - CAPA
Communication to pharmacy customers will be provided to request that staff reframe from using this functionality as a result of a number of reported incidents where this functionality has been used by customers incorrectly. Unfortunately we are unable to remove this functionality from the program at this time which means we need to make sure on the support desk that we enforce this across the board. We also do not touch the merge patients button. The process should be as stated in the previous section for care homes. The record which is NOT in use should be archived. This will be 90% of scenarios.
In however, the event that the pharmacy have already dispensed to an Archived patient profile, this is a user error and should be treated as such. There are two options available for this scenario. In both cases the patient match will need to be removed and prescriptions reprocessed in order to be matched to the correct record. The pharmacy will then have a choice of contacting the home to advise that an error has been made and the home will have to handle the items manually for the rest of the cycle OR the items can be re-dispensed under the correct record. It may be wiser to push for the second option but some customer may be satisfied with the first one.