Welcome to the April 2019 release of Watson Care Manager, a little later than usual. This release introduces the ability for care teams to process client contributions towards the cost of their services, usability improvements to the Connect applications, and updates to allow users to capture source and original source system details for programs and client registration information.

So that you can more easily identify the changes that will apply to your instance of Watson Care Manager, updates are tagged as follows:

  • Watson Care Manager – these updates are for all Watson Care Manager customers.
  • Reporting – these items apply to all Watson Care Manager customers using Watson Care Manger Reporting.
  • Service Providers – these items apply to Watson Care Manager customers with the Providers feature enabled.
  • Organization Units – these updates are for all Watson Care Manager customers with Organization Units enabled.
  • Community Service Referral – these items apply to customers who have licensed the Watson Care Manager Community Service Referral add on.
  • Community Service Payment – these items apply to customers who have licensed the Watson Care Manager Community Service Payment add on.
  • Connect Providers – these items apply to customers who have licensed the Watson Care Manager Connect Providers add on.
  • Connect Individuals – these items apply to customers who have licensed the Watson Care Manager Connect Individual add on.

What’s new for all users

Usability updates

Watson Care Manager

  • You can now use the browser Back and Forward buttons to navigate the application. If you leave the application, you will only be able to navigate to your landing page. The browser history now includes the pages in the application that you visited but not any dialogs. Clicking Back on a dialog closes it, clicking Forward will not reopen it.
  • Previously, to allow you to search a library of items, for example, goals or actions, modal dialogs displayed a non-selectable input field followed by a selectable search icon. Following your feedback, the usability of the search feature is now improved and the text input field and icon will be replaced with a single Search link.
  • Previously, when you entered data in the application and clicked Save, validation messages were displayed at the top of the page, for example, if a required field was left blank or you exceeded the maximum field length. So that you can quickly resolve data entry issues as they occur, validations are now displayed as you enter the data. Note, this update will initially be available for required field validations, minimum/maximum field validations, date/number formatting validations, and will be extended to other validations in the future.

What’s new for care teams

Specifying reasons for deactivating clients

Watson Care Manager

So that you can capture appropriate reasons for deactivating a client, you can now select a suitable deactivation reason from a list of reasons that are configured by your administrator.

Specifying reasons for changing a client’s program status

Watson Care Manager

So that you can capture appropriate reasons for re-enrolling, not enrolling, or disenrolling clients in programs, when you update the program status, you can now select a suitable reason from a list of reasons that are specific to the selected status. To allow you to specify reasons for changing a client’s program status, your administrator must configure them to be shown for the corresponding program.

Specifying source and original source system for client registration information

Watson Care Manager

When you register a client, you can now specify source and the original source system values for the registration information, for example, the client’s name, gender, and address information. Capturing source and original source system values allows you to identify where the information originated, Watson Care Manager or an external system. Note, to allow you view and add the source and original source system values, your administrator must configure them to be shown for at least one of the corresponding client data types captured during client registration.

Specifying source and original source system for programs

Watson Care Manager

So that you can capture where a client’s program information originated, Watson Care Manager or an external system, when you assign a program to a client or assign a client referral to a care team member that includes a program, you can now specify source and the original source system values for the program. Note, to allow you view and add the source and original source system values, your administrator must configure them to be shown for the corresponding program.

Improved Filter display

Watson Care Manager

Previously, when you clicked the filter icon on a list page, you needed to click Select Filters to see the available filters. This is now improved and the available filters will display automatically when you click the filter icon. In addition, when resetting a filter on a list page, you previously needed to click the Apply button after you selected Reset. Following your feedback, selecting Reset automatically resets the filter to the default and you no longer need to click Apply.

Introducing client contributions for payments

Watson Care Manager

Clients can now contribute towards their personal budget for services, when required, and pay their contribution via PayPal to your organization’s PayPal account. Then, your organization can pay the service providers the full cost of services from it’s PayPal account. Clients can set up a PayPal account to pay their contributions using the Connect application. Care team members can now record a client’s contribution on the budget for services and Watson Care Manager will calculate how much the client must contribute based on the budgeted contribution and the cost of services. Client contributions are processed automatically, weekly in arrears of service delivery. Service provider payments are not processed in PayPal until the associated client’s contribution is successfully transferred to your organization’s PayPal account. If a client contribution is unsuccessful, care team members can retry or cancel it. When the client contribution is successfully retried or cancelled, Watson Care Manager automatically schedules the associated service provider payments to be processed in PayPal.

Updates to personal budgets and payments

Community Service Payment

  • Previously when you were authorizing payments to a provider for a service, you could not authorize the payment if the provider had not completed their sign up to receive payments. This has changed and you can now authorize payments even if the provider has not signed up to receive payments. You are warned that the provider needs to sign up so that payments do not fail.
  • Previously, the service provider payments processing was updated to pause payments when there was no approved budget to cover the service payment cover period (i.e. the previous budget was closed and the new budget is draft or pending approval). So that you are aware that payments cannot be processed until the budget is approved, an informational message now displays on the Service Payments page to indicate that the budget must be approved so that payments for the service can be processed on the next payment date.
  • Previously, when you deleted a client, you were warned if the client had ongoing service payments but you were not prevented from deleting the client. The delete client feature is now updated so that you are prevented from deleting a client with ongoing service payments. If the client has an active billing agreement, the billing agreement is set to inactive when the client is deleted.
  • Previously, you were prevented from editing the start date on a draft budget if it resulted in a gap between the previous closed budget and the new draft budget, and services were ongoing. To provide more flexibility when working with draft budgets, this validation is now removed. Note, to ensure that there is always an approved budget to cover service costs, you are still prevented from submitting a draft budget for approval if there is a gap between the closed budget and new draft budget, and services with associated costs are ongoing during the gap in budgets.
  • New validations are now in place to prevent a budget overspend if the client’s latest budget is closed and you try to extend the service end date.
  • The behavior of Payments page is updated so that no services or contributions are selected when the page refreshes.
  • When you close a client’s Connect account by using the bulk deactivate client feature in the Supervisor application or the deactivate client feature in the Care Team application, and an active PayPal billing agreement is associated with the client, the billing agreement is automatically cancelled.

What’s new for supervisors

Filtering the Enrollment Status list

Watson Care Manager

The Enrollment Status card shows you how many clients moved into a selected program status within the last 30 days, for example, Enrolled, Not Enrolled, or Pending. A new filter option is now available that allows you to narrow the client list view to see clients with a selected program status within a different day range (permitted values from 0 to 29 days).

Specifying source and original source for programs

Watson Care Manager

When you assign a client referral to a care team member that includes a program, you can now specify source and original source system values for the program to identify where the program record originated, Watson Care Manager or an external system. Note, to allow you view and add the source and original source system values, your administrator must configure them to be shown for the corresponding program.

What’s new for providers

Usability updates

Connect Providers

To improve your user experience when you use Connect, the following updates are now available:

  • Onboarding
    • To make the onboarding process easier to complete, the guidance that you see on-screen when you onboard to Connect is improved.
  • Enquiries
    • To help you to quickly distinguish between private comments from a care manager and comments from a care manager that are directed to all providers on the enquiry, private comments are now visually distinguished from global comments.
    • The display of closed enquiries is now improved so that you can easily identify when an enquiry that you did not make an offer on was closed.
    • A message now displays if you try to make an offer, decline or comment on an enquiry for a service that is no longer active.
    • If you make an offer on an enquiry for a service that is no longer active and then try to withdraw the offer, an improved message is now displayed. In addition, you can no longer be able to edit the expiry date associated with the offer.
  • Services
    • You can now submit a service for approval immediately after you create or edit it.
    • To encourage you to complete the set up of your PayPal account at the earliest opportunity, you are now prompted to complete the set up of your account as soon as you add a paid service to your profile.
  • Organization
    • To encourage you to keep your organization details up to date, you are now prompted to review your organization information when you onboard to Connect for the first time.

What’s new for individuals

Usability updates

Connect Individuals

To make the onboarding process easier to complete, the guidance that you see on-screen when you onboard to Connect Individuals will be improved.

What’s new for reporting

Reporting education

Reporting

Data model education

We are continuing to build out the information that will help report creators to better understand and to get up to speed quickly with IBM Watson Care Manager Reporting. Details of the following data models are now included to help you better understand the folder design and relationships when you are designing reports:

  • Assessments and Questionnaires
  • Enquiries

Getting started with Reporting

In addition, to help report creators plan and create reports, the Reporting Knowledge Center content is now expanded to include an interactive Getting Started workflow diagram with links to relevant Reporting documentation.



Resolved Issues

Watson Care Manager

  • When using Watson Care Manager with the Mozilla Firefox browser and you upload a client’s photo from the client context panel, the photo does not display. As a workaround, refresh your browser and navigate back to the client’s Summary page. The photo is displayed. (243482)
  • On the Payments page, when you view the user tooltip to see more information about the System user, an error displays. (241928)
  • When a duplicate client record is received from Explorys EPM, the following issues occur:
    • Care team members are not notified of the alerts that are generated about the duplicate client record. However, the alert is displayed on the Alerts page and can be managed from there.
    • The Resolve Duplicate action does not display. So you can not merge the client records automatically. (243090)
  • When clients are deactivated, the Client Summary page should update to be greyed out as a visual indicator that the client is deactivated. There is an issue when you deactivate a client and the Summary view is not updating. However, the Client is deactivated and the status is correctly displayed on list views, for example, on the Unassigned Clients list, (242628)
  • When running an assessment or questionnaire, some answers result in additional fields being displayed. If you use an iPad to create the assessment, the additional fields are not displayed. You will be able to see the additional fields if you create the assessment on a desktop or other tablet device. (242370)
  • When you filter medication records, records that have no start date are not filtered correctly. (234428)
  • If you switch workspace through the Workspace Menu, and then add a custom client data value, an error displays on multiple pages. To avoid this issue, switch workspace using the Preferences menu. (242840)
  • If you upload a client’s photo, or you add a photo to your user profile when using the Internet Explorer browser, the photo does not display. (310192, 245300)
  • When running or repeating questionnaires or assessments, actions that are suggested based on an answer to a question are displayed on the plan workspace irrespective of the answer. (310269, 244586)
  • A confusing error message displays on the Client Summary card instead of the expected summary description. This issue occurs only if you configure the Client Summary card using a custom client data type and you have a blank value set item in the summary for the card and the data page. (304315)

Watson Care Manager Connect Provider

  • When a provider receives an email notification about an enquiry, a link in the email should link the provider to the specific enquiry the notification relates to. However, if the provider is not signed into Connect, instead of being linked to the specific enquiry, the provider is being linked to the enquiry home page.(226793)
  • When a provider views the terms and conditions and clicks either of the two country-specific (U.K. and U.S) links, the IBM Cloud Services Agreement for that country should open. Instead, an error message displays. As a workaround, to view the agreement for your country, browse to this URL: https://www.ibm.com/support/customer/csol/contractexplorer/cloud/csa/gb-en/10 and select the name of your country. (246590)
  • When a Connect user’s password expires, the link to reset the password is incorrect. As a workaround, if a user’s password expires, use the Forgot Password link to reset the password. (243242, TS001249121)
  • When searching for services and providers and you enter the distance from the location, numbers of more than one digit do not display correctly. (310334, 244357)
  • Reporting

    • Do not use the Client Status History data set in the Individuals in Programs folder. An error display in reports that includes data items from this data set. (243593) 
    • Errors occur if you create reports that includes data related to Notes comments or Touchpoint comments. (235062)

    Known Issues

    Watson Care Manager

    • If you open the Watson Care Manager sign in page and attempt to sign in after 30 minutes have elapsed, a message displays prompting you to either reenter the application login URL or click the Back button in your browser to sign in again because your session has timed out. If you click the Back button, another message displays prompting you to reset your password because it has expired. Note: Your password has not expired. To avoid this issue, enter the application login URL in your browser and sign in as normal with your existing credentials. (244188)
    • If you bookmark the URL for any page in Watson Care Manager after you have signed in, the bookmark does not work. You can bookmark only the URL for the Watson Care Manager sign in page. (244910)
    • If you add a consent attachment to a consent record that exceeds 25 mb, an error displays. (248200)
    • When you add a user to an organization unit, if you search for a user with multiple assigned workspaces, the user is not returned in the search results unless you search for the user’s default workspace. The user should be returned if you search for any of their workspaces. (243934))
    • If you configure a new version of an assessment or questionnaire, your new version and previous versions do not display when you expand the assessment or questionnaire in the administration application. (245829)
    • When you re-enroll or disenroll a client from a program, select a reason of Other and enter further details in the Other Reason field, the details you enter are not displayed on the Programs page. (246494)
    • If you create a client referral, deactivate the client, and then use the Activate and Assign action on the Supervisor Workspace to reactivate the client and assign the referral, an error message displays. (246738)
    • When referrals are assigned to a care team user, the capacity of that user should be decreased by the number of referrals assigned. There is an issue and the number of referrals is not updating correctly when referrals are assigned. However, once the user accepts the referrals, the capacity value is displays correctly. (243984)
    • On the Supervisor workspace, the Capacity chart shows the workload distribution for all active care team members in your organization unit, however there is an issue and the card incorrectly displays the count of clients assigned to suspended and closed users as well as the count assigned to active users. (242495)
    • If a care team role is removed from a user, the role can still be selected when you assign Referrals and Clients to the user. If you select a role that has been removed, the referral or the client is assigned to the user and the role is linked to the user again. (243220)
    • If organization units are turned on, when adding a user to an organization, the incorrect label name “Security role” is displayed instead of “Workspaces” The user search will only search for a users default workspace instead of all users assigned workspaces. To avoid this issue search by the users name instead.(242820).
    • If you register a client in Watson Care Manager, and Watson Care Manager is integrated with Connect360, Connect360 checks for a match and if no match is found, automatically registers the client in Connect360. If you subsequently search for the client in Watson Care Manager and Connect360, the search results indicate that the client is registered in both applications. However, if you then open the client’s Virtual Client Record, an inaccurate error message displays. (242258)
    • For systems integrated with EPM, the alert triggered when EPM returns Risk Scores to Watson Care Manager may contain some inaccurate information. The alert indicates that the client has been matched on the EPM system and clinical data has been received by Watson Care Manager. However, this may not be the case as Risk scores are automatically generated for any client received by EPM even if the client was not matched on EPM. (223580)
  • Do not use the Notes API for external systems integrations with Watson Care Manager. There are technical issues with this API and it is currently not advised for use. (245994, 245992, 245991, 245990, 245989)
  • When using Watson Care Manager with the Internet Explorer 11 browser, icons in the navigation panel do not display if you refresh your browser or change your workspace. If you experience this issue, sign out of the application and sign back in to display the icons. (246912)
  • When you run an assessment or a questionnaire and enter a multi line answer that exceeds 100 characters, an incorrect validation message displays that indicates that 100 is the maximum allowed character length. If you experience this issue, enter up to 2000 characters and save as normal. (247618, TS002330584, TS002331601)
  • On the Data page in the Care Team workspace, an Add icon incorrectly displays for Birth and Death data. If you click the icon, an error displays. (247114)
User experience issues when signing in to Watson Care Manager

When you open your Watson Care Manager URL, depending on your organization’s sign in process, either the IBM Watson Care Manager or the IBM Watson Health sign in page opens. When signing in from the IBM Watson Health page, you may experience the following issues:

  • When you open the sign in page, you must sign in within 7 minutes. Otherwise, an error message displays. If you experience this issue, reopen your Watson Care Manager URL and sign in as normal. The Watson Care Manager URL is provided to you by your organization and you may have previously bookmarked it. (248616)
  • An obsolete Back link displays on the password reset email confirmation page. If you click this link, an error message displays. (245032)
  • If multi-factor authentication is enabled, you cannot refresh the Multi-Factor Authentication page URL if you highlight it and press Enter. If you do this, an error message displays. As a workaround, use your browser Back button to return to the login page and restart the login process. (245062)
  • When setting your password, you cannot use the @ symbol unless you combine it with another special character, for example, !#$%. (247885)
  • When you click the Watson Care Manager URL, you are redirected to the IBM Watson Health sign in page. If you bookmark this URL or the URL for any other page in Watson Care Manager, the bookmark will not work. To avoid this issue, only bookmark the application URL that is communicated to you by your organization. To do this, open your Bookmarks library in your preferred browser. Then, create a new bookmark by copying and pasting the URL for the Watson Care Manager application that was communicated to you by your organization. For steps to correctly create a bookmark for the Watson Care Manager URL in your browser see this IBM Support Tech Note. (244910)

Reporting

  • Do not use the report called Report view of Notes AT3. list of notes with… date by program, care manager listed in the TeamContent > Watson Care Manager > Reports folder. (243592)
  • Reports that contain the Assigned Date and Assigned To values for referrals display only the care team members who are on the client’s current care team on the date when the report is generated. (240925, TS001377423)
  • Errors occur if you create tasks reports that include care team data. (2438020)
  • When you create a report that contains either assessments or questionnaire data, inconsistent report data is generated, for example, some data is repeated and some data is missing. (240244)
    If you create a report that contains notes data, the report shows only notes for clients who have an associated program. it does not display data for clients who have no associated program but who have at least one note. (239618)
  • The billing report fails if there are more than 1000 clients registered the instance of Watson Care Manager. (239866)
  • Identification type names received from systems integrated with Watson Care Manager (via an API) incorrectly display in reports as EMR Identification Type. The correct identification type names, as received via the API, are visible on the Identifications page in the Care Team workspace. (245168)
  • The reporting application is treating Allergy names as case sensitive, for example, when you generate a report of the number of clients with specific allergy types, allergy names in different cases are being considered as two different allergies. (224396)
  • A New Query data item incorrectly displays in the Care Team data set in the Individuals folder. Do not use this data item in reports. (243987)

Watson Care Manager Community Service Payment

  • If you are using payments, do not use 2 weekly or 4 weekly services. There is an issue with payment calculations for services with frequencies of 2 weekly and 4 weekly. (242597)

Watson Care Manager Connect Provider

  • The Configured Support Contact email is not displaying on the Connect Providers User Agreement. However, the Configured Support Contact phone number is displayed. To ensure that users can contact support, ensure that you configure a Support Contact phone number. (234127)

Watson Care Manager Connect Individual

  • When a Connect user’s password expires, the link to reset the password is incorrect. As a workaround, if a user’s password expires, use the Forgot Password link to reset the password. (243242, TS001249121)
  • When onboarding a new client/provider to Connect, an intermittent error message may be encountered when confirming your identity. The error message indicates that there was an issue when checking your identity and instructs you to try again or contact your care for help. Despite the message, the system does confirm your identity and sends you an email with the subject “WHC password change” that allows you to set a password to complete the onboarding process. (246385)

Document information

Part number: 5725V59

Date of submission for approval: April 2019

Document type: Release Notes

Notices

© Copyright 2016, 2019 IBM Corporation

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