Troubleshoot PointClickCare syncing
RehabAlpha is still under active development. It is not yet HIPAA compliant and should only be used with dummy data.
Start with the result of the action you used. Refresh retrieves information from PointClickCare (PCC). Send to PCC sends supported information from RehabAlpha. Each action has its own results.
Review a refresh result
Owners, Admins, and facility managers can review refresh progress and issues.
- Open the facility or patient and select Details → Integration.
- Find Last full refresh on the facility or Last patient refresh on the patient.
- Select See details.
- Review Stats to see what was created, updated, unchanged, ignored, skipped, or removed.
- Open Issues and follow the explanation for each affected record.
- Correct the reported problem, then select Refresh again when the previous refresh has ended.
Ignored means the information was intentionally not applied, such as information for a patient whose integration is turned off. Skipped means a problem prevented it from being applied. One issue can affect several records, so the issue count and skipped count can differ. Removed applies to imported conditions that PCC no longer reports.
On the facility, use Last automatic update → See automatic update details to review updates received from PCC. These results are separate from the last full refresh.
Understand the status
| Status or message | What to do |
|---|---|
| Completed with issues | Review Issues. Some information may have been saved successfully while other information needs attention. |
| Failed or Timed out | Read the explanation. Changes already applied are kept. Address any reported access or connection problem, then start a new refresh. |
| Interrupted | Review the explanation and saved integration settings before refreshing again. |
| Queued again | Automatic work will be picked up again later. This can happen when a patient refresh takes priority. |
| Waiting for PCC request capacity or Waiting to retry PCC | Allow the current refresh to continue. RehabAlpha is waiting before its next request. |
| Reconnecting to live progress | The displayed result is the last received update. Check your connection and reload the page if live progress does not return. |
Make Refresh available
If Refresh is unavailable, read the message in Details → Integration, then check the relevant settings.
- In the facility's Settings → Integration settings, confirm that the correct PointClickCare connection is active, Enable for your organization is on, and Primary connection is selected.
- If the connection has not been activated by RehabAlpha, contact RehabAlpha support.
- For a patient refresh, open the patient's Settings → Integration settings. Confirm that Turn on integration is on and a primary patient link is selected.
- Confirm that the primary patient link belongs to the facility's primary PCC organization and facility. A link marked Historical source is retained but cannot be refreshed through a different facility source.
- Save any changes. If prompted, select Reload saved settings before trying again.
If the button is missing, ask an Owner, Admin, or facility manager to review the integration. See Get started with PointClickCare for setup.
Resolve common import issues
- A patient is already linked: Review the existing patient links before adding another. A PCC patient can be linked to only one RehabAlpha patient in your organization, including through inactive or historical links. See Link a patient to PointClickCare.
- More than one record matches: Review the saved integration links and identify the intended record before refreshing again.
- A payor has no match: Create a RehabAlpha payor with the same name as the PCC payor, or link an existing payor, then refresh again. See Set up a payor.
- Admission dates or stays conflict: Open the patient's Details → Integration → View ADT history and review the affected stay alongside the RehabAlpha admission. Follow the issue explanation before changing dates. See Manage admissions.
- PCC information could not be retrieved or validated: Retry the refresh. If the same issue returns, contact RehabAlpha support with the action, time, and issue or error code shown.
Review a Send to PCC result
After selecting Send to PCC on the patient's Details → Integration page, review the counts and messages below the button. Read messages for skipped, failed, or uncertain items even when other items were sent successfully.
An uncertain result means delivery was not confirmed or the confirmation could not be saved. Check the record in PCC before retrying. Selecting Send to PCC again retries unconfirmed delivery, and some retries can create a duplicate if PCC saved the earlier attempt. Follow the message shown for that item; contact RehabAlpha support if you cannot confirm the outcome.
For billing-file problems, open Reports → PointClickCare and follow Resolve before downloading. See Prepare and export PointClickCare files.