Logging In
1. When I first login to Visual Outcomes, I receive an error message that says: "Object reference not set to an instance of an object". How do I fix this?
This error message if often generated when logging out of one clinic and logging into another. To resolve this issue, close this error message and then restart Visual Outcomes. When the system is restarted, this error should not be generated again.
Banking/Payments
1. I have forgotten to record a payment in the system that I took in the till. What do I do?
To address this problem you should go to the client's appointment booking in the appointment calendar, right-click on the appointment and select Create/View Invoice. On the Invoice Wizard screen, create a new receipt and record the payment details of the payment you received in the till.
2. When originally processed, the HICAPS transaction was accepted but since been declined. What do I do?
You must contact HICAPS to determine why the transaction was declined.
3. During the shift, the staff have each used multiple terminals to process payments. How do we reconcile our takings across multiple terminals?
Where you have used more than one terminal during your shift, you cannot rely solely on the settlement totals printed from the terminal. Instead, you must identify each transaction on each terminal that you have used and reconcile it with the corresponding transaction in the patient management system.
4. After generating an invoice, I created a new receipt and received the error message: "This till does not belong to this clinic".
This error message is generated when you are attempting to receipt a payment into another clinics till (for example trying to receipt a payment for a psychology treatment into the Allied Health clinic's till). Check that you have the correct till selected in the New Receipt window and try again.
5. I am attempting to receipt payment from a client in the system but after generating an invoice and attempting to create a new receipt, I receive the error message "The till has not been started for the day".
Before any payments can be receipted in the system, each clinic's till must be started for the day. This process involves setting the float value for each of the clinics. To start the till for the day, you must go to Navigate > Front Desk > Banking Wizard and then check the Start/Review Till option and click Next. Enter the float value for the day and then click Finish.
Appointment Booking
1. I receive the error message: [ ] when trying to create an appointment for a particular service with a particular practitioner. What do I do?
This error message is generated where a price has not been input in the Pricing Wizard for this service/practitioner. To fix this problem, you must contact the Finance Department via email and request that the pricing be entered for the affected service.
Appointment Symbols
Appointment Confirmed
The Appointment Confirmed icon will be displayed if the client has made the booking over the internet (using the VO iSITE patient portal) and the front desk staff have confirmed the appointment booking.
Appointment Rejected
The Appointment Rejected icon will be displayed if the client has made the booking over the internet (using the VO iSITE patient portal) and the front desk staff have rejected the appointment booking.
Attended at Least 2 Classes
Created via the Internet
The Appointment Rejected icon will be displayed if the client has made the booking over the internet (using the VO iSITE patient portal).
Finance Issue
The Finance Issue icon often means that the client has a bad debt on their account. When you see this icon, you should view the client's finances by going to Client Director > Management Info tab > Finances.
Free Form Plan
Has a Forward Appointment
The Has Forward Appointment icon indicates that the client has one or more future appointments booked with the clinic.
Has PAYG Credit
This icon indicates that this client has PAYG credit remaining on their account. This icon would be displayed where the client has purchased a prepaid plan (rather than a pay in installments plan).
Incomplete Management Plan
Installment Plan
Marked as Special
This icon may be used as a prompt or reminder that the client scheduled for an appointment booking may have special needs or may require extra assistance. You can view the reason the client has been marked as special by hovering your mouse cursor over the appointment in the appointment calendar.
Missed Appointment Fee (MAF)
The MAF icon indicates that the client was charged a Missed Appointments Fee for this appointment. You can review the MAF for each service by going to the Service Wizard and editing any of the services setup for your clinic.
New Client
The New Client icon shows that it is the first appointment for a client. This could be a prompt for you to ensure that you have recorded all of their details including contact information, healthcare provider details and any patient history or evaluation documentation.
Non Clinical Symbols
Note
The Note icon indicates that a client has a note on their appointment booking. Notes can be used to record special instructions or reminders for front desk staff. To view a note, you can hover your mouse cursor over an appointment booking.
On Schedule
Out of Schedule
Plan Money Low
The Plan Money Low icon indicates that the client's prepaid plan money is nearly gone. When you see this icon, you should check with the client that their current plan balance will cover their remaining treatment.
Prepayment Plan