Deactivating clients

If a client no longer needs care management, you can deactivate the client. Also, if a client was manually registered more than once, you must deactivate the duplicate registration.

Before you begin

If you are using Watson Care Manager Community Service Payment, you should ensure all payments are complete before you deactivate the client.

About this task

Note: If you are not assigned a security role which grants access to the deactivate resource, you cannot deactivate the client.

You might need to deactivate a client if, for example, the client is deceased, moved location, or declines further care management. When you are deactivating the client, you can remove care team members from the client's care team. For your clients, the system removes the client from your list of clients and automatically updates your workload capacity.

When you deactivate a client, the client's status is set to inactive. However, any open alerts, tasks, actions, services, inquiries, budgets, goals, barriers, or programs for that client are not closed or reassigned. If the client has a IBM Watson Care Manager Connect Individuals account, you can choose to close it. A deactivated client cannot access Connect. If the messaging feature is enabled, messages between the client and the care team remain visible in Watson Care Manager. However, you cannot send new messages to a deactivated client because they cannot respond as they can no longer access Connect.

You can reinstate access by reactivating the client. If you are not going to reactivate the client in the next 12 months, you should close the account.

If the client has an active billing agreement, and you close the client's Connect account, then deactivating the client sets the billing agreement to inactive so that no contributions from the client are processed.

Procedure

Sign in to your account.
Your home page opens.
To see your clients, from the Side Navigation Menu, select Clients > My Clients, or search for other clients.

By changing the filters on My Clients page, you can change your client list view. For example you can apply a filter to view only your High Priority clients. Click Add Filter to add a filter and further refine your client list view by Name, Date of Birth, Priority, Programs, or Phone Number. When you filter by Name, you can search by Last Name, First Name to return a client record that exactly matches that name. If you do not know the exact details to search for, you can complete a partial search by entering one or more characters in the client's name. In this case, the search results might return multiple name records that contains the partial string or character that you entered. Special characters are supported in name searching, for example, you can search for the last name of O'Neill. Note that searching for ONeill will return O'Neill name records but a search for O' Neill (with a space) will not return O'Neill name records.
Click a client name.
Their Summary View opens.
From the Actions menu in the Context pane, select Deactivate.
The Deactivate window opens. All open items and care team members that are associated with the client are displayed.
Review the list of open items, and optionally close them. You can determine whether to accept or reject any incomplete assigned referrals. If there are ongoing payments, close the services to end the payments. Do not deactivate the client until the payments are complete.
Optionally, close the client's Connect Individuals account.
Select the care team members to remove from the client's care team when they are deactivated.
Select a reason. If none of the provided reasons for deactivating the client is suitable, you can enter a reason of up to 50 characters.
Note any other comments, and click Deactivate.
The client's status is set to inactive.