Managing enquiries
Care team members send enquiries to one or more service providers to solicit services for their clients that meet their clients’ needs and is within their clients’ budgets. You can respond to enquiries from the care team regarding services that your organization provides by either making an offer to provide the service or by declining to make an offer to provide the service. When a care team member receives offers from provider organizations to provide a service, the offers are reviewed and the offer from the most suitable provider to deliver the service is accepted. Unsuccessful offers are rejected.
About this task
A care team member can send one enquiry to multiple service providers. The care team member can receive an offer from all providers that receive the enquiry. Care teams can then select the best offering for the client's needs.
You receive email notifications to tell you that a care team member made an enquiry about your services or if the care team member accepted your offer to provide a service. You can then review the enquiry in the Connect application. The email notification is sent to the email address that is associated with your Connect account. To ensure that emails sent to you are not treated as spam by your email application, add the Watson Care Manager sender email address to your email address book.
So that you have all the information that you need when considering an enquiry, the care team member may attach a file containing supporting information to the enquiry. If the care team member updates the supporting information file, the updated file replaces the original one and an updated supporting information event displays on the enquiry time line. If the supporting information file is removed, the time line displays the date and time that the file was removed.
Viewing enquiries
To track the enquiries that are sent to you by care team members, you can view and filter the Enquiries page.
Procedure
Requesting additional information about an enquiry
If you need more information about an enquiry, you can add comments to the enquiry that request additional information from the care team. All providers who receive the enquiry can see comments that are entered by the care team member. Only the care team member who made the enquiry can see comments that you make on the enquiry. Other providers that received the enquiry cannot see your comments.
Procedure
- In the Enquiries page, select the enquiry to see its details.
- To ask the care team for more information, select Request more
information. Enter your request into the comment field and select
Request to submit the request. Your request is sent to the care team member that sent the enquiry. Your request displays in the details pane of the enquiry. When a care team member responds, you can see the response in enquiry details.
What to do next
Making an offer
On receiving an enquiry, you can submit an offer to the care team member that outlines the rate at which your organization can deliver the service and when you can start delivering the service.
Procedure
- In the Enquiries page, select the enquiry to see its details.
- To make an offer, select Offer and enter the number of units that you can deliver, your rate, the date you can start delivering the service, and an expiry number of weeks, date, or hours for the offer. If you enter custom (hours), 0.5 is the lowest value you can enter which means 30 minutes. Optionally, enter a comment about the offer.
Results
Withdrawing an offer
After you make an offer, you can withdraw the offer at any time before a care team member has accepted or rejected the offer. For example, if you no longer want to provide the service, or if you want to make changes, such as you or the care team members adding more information in comments. After you withdraw an offer, you can submit another offer for the enquiry if needed.
About this task
If you are using budgets, you cannot withdraw an offer after a budget has been submitted for approval.
Procedure
- In the Enquiries page, select the enquiry to see its details.
- To withdraw an offer, select Withdraw, enter a withdrawal reason, and click Withdraw offer.
Results
Editing an offer
You can edit the expiry date on a sent offer so that a care team member can have more time to consider accepting it.
About this task
Procedure
- In the Enquiries page, select the enquiry to see its details.
- To update the expiry date, enter a new expiry date that is on or after today's date and click Save.
Results
Declining an enquiry
You can decline the enquiry without making an offer if for some reason your organization cannot deliver the service as requested.
Procedure
- In the Enquiries page, select the enquiry to see its details.
- To decline the enquiry, select Decline. You can optionally enter a comment that says why you cannot or do not want to make an offer.