When you complete an appointment (on the consultant sign off page) the notes and data you’ve entered are permanently stored in the clients records as required for the period of 7 years* and are bound by the Privacy Act 1988 (Cth) and other State and Territory Acts. These notes cannot be amended or deleted, even if they were inputted in error or for a different client.
It’s important that you are carefully completing appointments correctly and to the correct client. Continued failure to do this can lead to disciplinary action up-to and including termination of employment or your contract with Converge International.
There are two steps to complete for this process:
Step 1. Identifying and marking incorrect notes
When you identify incorrect notes have been added to the wrong client, you must:
Notify Converge as soon as possible. Converge will then add a “Pulse” note to the appointment
Add a note via the Capture additional commentary option via the My Case notes section to note the incorrect appointment notes status
Step 2. Adding the notes to the correct appointment
After identifying and marking the incorrect notes, you will then need to open the original notes (on the incorrect appointment) then copy and paste to the new appointment.
How you do this will depend on the status of the new (correct) appointment - if it’s closed and completed or still open and not yet closed.
Read below for instructions for each step
Step 1: Notify Converge
Notify Converge immediately or as soon as you become aware of the incorrect notes status. Raise a support ticket at Support - Converge International to notify us of this. Converge will then add a pulse note to the appointment with the incorrect notes.
Step 2: Capture additional commentary
Next, you will need to use the “Capture additional commentary” option in the “My Case notes” section of the Phoenix portal (from the left menu).
From the left menu, click “My Case Notes”
On the My Case Notes page, find the appointment. The appointment number is not listed on this page - you will need to use the date to find the client using the “Session date” column and matching that with the appointments' assist case number in the “Case number” column.
When you find the appointment, you can click the “Add additional comments / notes” button in the “Add” column (
).
A pop up will appear where you can add the contextual information about the incorrect notes (see below for suggestions of this information to input). Then click “Submit”.
Step 3: View the incorrectly inputted notes and copy to the correct appointment
Next, you will need to view the original, incorrectly inputted notes. This is done from the same “My Case Notes” section.
From the left menu, click “My Case Notes”
On the My Case Notes page, find the appointment. The appointment number is not listed on this page - you will need to use the date to find the client using the “Session date” column and matching that with the appointments' assist case number in the “Case number” column.
When you find the appointment, click the glasses icon in the “View” column.
On the pop-up window, scroll down to the “Questions” section then the “Reported Issues and Actions” sub section where you will find the original notes
You can then copy each section and paste into the correct appointment in each respective section.
If the appointment you are copying the notes to has been marked as closed:
You will need to use the instructions in 2 (Step 2: Capture additional commentary) above and then paste the notes into the additional commentary box. Contact the User Support team if you need assistance: Support - Converge International
*Converge International operates from the state of Victoria and is bound by laws in Victoria for all services provided. In Victoria the Health Records Act 2001 requires the retention of data for a minimum of 7 years from the date of last service. This is in addition to the Privacy Act 1988 (Cth) and My Health Records Act 2012 (Cth).