Client File Overview
- Mike Dunn
The client file is designed to track all information and time related to a case. Client files can be made up of one, two or more individuals depending on the nature of the case. Adding one client file impacts the utilization for a company by one (1). You must define a "case" or "file" and apply that definition to EAP Expert 3. We do not do this as definitions vary from EAP to EAP.
Adding a New EAP Client File (Client does not already exist in system)
Ensure that the client does not exist already in the system
a. Click on Client Files in the Navigation panel
b. Enter your search criteria. For example, enter their name and organization. If they do exist, follow the steps of Adding a New EAP Client File to an existing client in step 7 below, otherwise proceed to step 2.
To create a new Client File:
a. Click the New button in the top tool bar
b. Select Client File then EAP Client File
You will then be presented with an EAP file consisting of two parts: Details (personal information about the client) and EAP - 0 (information relating to the case...the file number begins at 0 but will be assigned a new number after it has been saved)
Complete the fields Details tab including Last Name, First Name, Gender, Contact information and other personal information. The information gathered up front will vary for each EAP.
Complete the EAP - 0 Tab case information including:
a. Fields on the main form that include: Organization, Primary Counselor, Presenting Problems, File Status, Service, Date Opened, Date Closed, Survey Permission, File Status, Count As Case, and No Show (Case level).
b. Each client file type has tabs attached located across the middle of the form. Click on the tabs to enter additional information that may include: Names List (counseling attendees), Demographic Set, Sessions/Activities, Authorizations, and Closing Details.
Note: The Organization (on the main form) and Client Type (located under the Names List tab, are both required by default and MUST be entered prior to saving the file. The Date Opened will automatically default to the date the information is being entered. It can be change if necessary to reflect a past or future date.
Ensure that all reportable data is captured or you risk your report totals being off.
Tip: Right-mouse click over a field and select ‘Required’ for those fields that must be entered. The fields in yellow above are required (the color can be changed in Program Options). This set up is typically done prior to launching the software.
Most fields have 2 Required options:
Required At Open – Will not allow the user to save a new file without entering a value in the field(s). This usually takes place at intake
Required At Close – Will not allow the user to close a file (enter a Date Closed) without entering a value in the field(s)
Default Value – Select a value from the drop down and then select Default Value. Each time a new file is created, the value selected will appear.
When all the necessary information has been entered, click the Save button to save the client and file or click the Save and Close button to both save the client/file and close them both.
Adding a New EAP Client File (to an existing client)
7. To search for a client:
a. Click the Client Files module item in the left module bar
b. The Client File search will display
c. Enter in your search information e.g. First Name, Last Name, Organization etc.
d. Click the Search button on the top tool bar or in the Search Criteria frame.
e. In the Results grid, locate the Client/File you would like to add the case to (you can open any previous file for the client). Double-click anywhere in the row to open it up.
Click the Add File drop down (beside New) in the top tool bar and choose EAP File
Note: Depending on the client’s reason for call, you can also select another file type i.e. Organization Consultation File, SAP File, or Supervisor Referral File.
Complete the EAP - 0 Tab case information including:
a. Fields to be entered on the main form include: Primary Counselor, Presenting Problems, File Status, Date Opened, Date Closed, Survey Permission, File Status, Count As Case, and No Show (Case level).
Note: The Organization, Client Type and Demographic Set fields carry over from the most recent file. If the client is with a new organization, simply select the new organization for the Organization drop down. This will reset the Client Type, Service and demographics in the Demographic Set tab requiring that they be selected.
b. Click on the tabs below to enter other information that may include: Names List (counseling attendees), Sessions/Activities, Authorizations, and Closing Details.
10. When all of the necessary information has been entered, click the Save button to save the client and file or click the Save and Close button to both save the client/file and close them both.
Editing an Existing EAP Client File
11. To search for a client:
a. Click the Client Files module item in the left module bar
b. The Client File search will display
c. Enter in your search information e.g. First Name, Last Name, Organization etc.
d. Click the Search button on the top tool bar or in the Search Criteria frame.
e. In the Results grid, locate the Client/File you would like to add the case to (you can open any previous file for the client). Double-click anywhere in the row to open it up.
12. After editing the file, click the Save button to save the client and file or click the Save and Close button to both save the client/file and close them both.
Deleting an Existing EAP Client File
13. Open the file from the Search grid:
a. Click the red "X" in the top tool bar to delete a file
b. Answer "Yes" when prompted to delete the record.
Note: Some team members may have the delete option disabled by their system administrator.
14) Client File Tabs:
Names List
Demographic Set
Questionnaires
Sessions/Activities
Authorizations
Intake Notes
Details
Closing Details
Clinical Note
Referral
Feedback
Documents/Attachments
Related
Additional Info
Note: The placement of the tabs and labels can be modified and may not necessarily mirror your current setup.
Names List
This grid will automatically populate with the client information entered in the Details and EAP – 0 tabs.
Fields included are:
Client Name – Auto populates from Details tab
Client Type – Must be entered by user in this form
Organization Name – Auto populates from Details tab
Primary – Indicates primary person linked to the file. Defaults as checked
Service Request – Indicates that they requested the service. Defaults as checked
Service User – Indicates that they are using the service. Defaults as checked
To add one, two or more people to the file:
a. Click on the Add button in the form and select New Person
b. A Client Search form will appear to allow you to check if this person has already accessed the service in the past. Enter the First Name and Last Name (and other options if needed)
c. Click Search
d. If you find the individual, click on the row once in the Results grid d then click OK. This will add the person to the Names List grid below the primary person. You will then select the Client Type and change the Organization Name (if necessary). The Service User check box will default to checked.
e. If you cannot find the individual, click on the Create New button and Client form will appear.
f. The Client form will open and will auto populate fields from the Primary Client. These fields include: Last Name, First Name, Phone Numbers, and Home Address. Enter any other information you may be required to collect. When complete, click OK.
g. The new person will appear in the Names List grid. Enter the Client Type and then change the Organization Name if necessary.
16. Demographic Set
Demographics are specific to the Organization/Group you are currently viewing (they may differ to other demographics collected for other companies). These can be customized in the Survey/Question Set Design module.
Note: The Demographic Set tracks information relating to the employee. A spouse or dependent may also be able to provide this information. It is important to decide when to use this form and make it a business rule. There are many EAPs who will ask spouses and family members information pertaining to the employee e.g. occupation, division, and length of employment.
It is strongly suggested you leave this form blank (unless your utilization report requires a divisional breakdown report) unless you get this information from the employee who attended the session. The reason being is that there is a high risk that information gathered from family members is incorrect and your clients may possibly make inferences on data that may not be related to their company e.g. Three spouses accessing the EAP for addiction issues may provide "sales" as the department the employee works in—the danger now is that your client makes the inference that the sales’ department has addictions issues.
17. Sessions/Activities
This grid will allow the user to enter Sessions or Activities for that file. There are 4 options to choose from:
There are four types
Activity – Any activity that is non-session related i.e. Case Management or Follow up
Case Consultation – Activity where two clinicians or a clinician and their supervisor discuss the case
Provider Session – A session completed by an Affiliate/Provider
Session – A session completed by a Counselor on staff.
Creating a Session / Provider Session
a. Click on the Sessions/Activities tab
b. Click on the New button in the form and select Session or Provider Session
c. For both Session and Provider Session, key information to enter include: Date, Duration, Session or Activity Type, Staff/Counselor. Check boxes include: High Risk File, Show on Utilization Report, Billable, Urgent Appointment, Count As Session, Cancellation, No Show.
d. Next, there are 4 Tabs located across the form for entering:
Clinical Notes: Notes are date stamped and can lock after a period of time that is set in Program Options
a. To enter a Clinical Note, click on the New button under the Clinical Notes tab
b. Simply start typing in the Notes section. If you would like to select a Template, click on the dropdown list and select the template. Please note that these templates do not come preset and must be created.
c. Enter your note in the template and when complete, click on the Save and Close button
f. Click Save and Close on the Session when done.
g. To create a Template, click on the New button under the Clinical Notes tab
Click on the 3 dots '...' next to the dropdown
Enter the template name in the Name field and the template text under Notes. The text can be copied and pasted from another document if needed
Click on Save and Close
Enter your Note in the template and then Save and Close. The template will also be available the next time you enter new session note
h. To edit an existing Template, click on the New button under the Clinical Notes tab
Select the Template you would like to edit from the dropdown list
Click on the 3 dots '...' next to the dropdown
Edit the text and once done, click on the Save and Close button
Click on Save and Close on the Clinical Note form
Click Save and Close on the Session
Note: When you add the template the next time, it will appear with the edits you made. There is no need to Save an Close the file itself afterwards.
Session Notes: General notes that do not date stamp or lock
Phone Details: Displays contact information from the primary client’s Detail record
Intake Notes: Notes are entered when a Service Request is created at time of intake.
Note: Spell Check is only available in the Clinical Notes tab.
Creating an Activity
a. Click on the Sessions/Activities tab
b. Click on the New button in the form and select Activity
c. Key information to enter include: Date, Duration, Activity Type, Staff/Counselor, and Notes. Check boxes include: Show on Utilization Report and Billable.
Creating a Case Management Activity
a. Click on the Sessions/Activities tab
b. Click on the New button in the form and select Case Consultation
c. Key information to enter include: Date, Duration, Activity Type, Staff/Counselor and Case Manager. Check boxes include: Show on Utilization Report, Clinical Record Review, and Risk Assessment. Notes can be entered under tabs that include: Problem Statement, My Questions, Steps Taken, Suggestions, and Decisions.
18. Authorizations
Creating an Authorization
Open an existing file or create a new file for the client.
a. Click on the Authorization tab within the Client File
b. Next, click New and click on Authorization
c. Click on the drop down or magnifying glass to select a provider. The drop down will allow you to select from a list and the magnifying glass will open the Clinical/Community Resources search
Click on the drop down and then click on the provider to select
Click on magnifying glass to open Clinical/Community Resources search. This will allow you to select multiple criteria such as Specializations, Gender and, Zip/Postal Code Radius. To select a provider, click on the row once and then click on OK. To have a look at the provider’s profile, double click on the row.
d. Once the provider is selected, you can select he Preferred Location (Office Location), and Activity Type (if you have assigned rates for activity types for your providers, they will display in the Session Hourly Rate)
e. The # Sessions will default to what is set in the client organization’s current contract. The Session Duration will default to 60 minutes
f. Enter your Start Date and End Date for this authorization (an end date is important as it allows you to control your payables and ensures providers do not stretch appointments and gets their billing in in a timely manner
g. If you have completed a risk assessment, click on the Risk Assessment Done box
h. The Case Manager is optional. If selected, you can search for files in the Client File search by case manager
i. Notes and Special Instructions allow you to provide additional information to your provider. Special Instructions allow you to select templates (that you create).
j. Click the Save icon in the Authorization toolbar to Save this Authorization. An authorization number will be assigned (click the Refresh button to change it from "0" to the real Authorization Number
k. When the provider sends in their invoice and paperwork, you can enter in the details of the sessions using the Authorization Number. You can enter them quickly into the system using the Provider Claims module.
19. Details
The Details Tab is designed to capture additional file information. The fields include: Impact of Problem, Paper File # (used if you have your own internal file numbering system), First Appointment Offered, First Appointment Decline Reason and First Appointment Offered Note section.
20. Closing Details
The Closing Details Tab is designed to capture additional information when closing a file. The fields include: Resolution, Outcome, GAF, Achievement of Counseling Goals, Performance Impairment, Absence, Recommendation, Assessed Problems, DSMIV codes, Client Satisfaction Survey Distributed check box, and a Notes Section.
21. Documents/Attachments (Client File)
The Documents/Attachments tab allows users to attach documents to a Client File. It may be signed forms, notes, or any other documents related to the file.
To "Attach" a document, simply click the Documents/Attachments tab
a. Click NEW and then Documents/Attachments
b. Enter the Document Name and Type
c. Date Added will default to the date you are attaching the file.
d. There are two methods to attach documents:
Attachment (Stored in DB): This will save the file within the EAP Expert database. Click on the Attachment field “…” to search for the file you want to attach, then click the OPEN button to add the document. Save and Close.
Direct Path: This will create a link to the file stored on your local drive or server. Click on the Attachment field “…” to search for the file you want to attach, then click the OPEN button to add the document. Save and Close.
e. Additional information regarding the attachment can be to the Notes.
f. To Delete a document, simply right-mouse-click over the item in the window, then choose Delete
g. To view or open the document, simply double click on the row
h. Drag your mouse over the attachment field (and in particular, the file name) and click it to open the document.
22. Related
The Related Tab is designed to link other Files or Organizational Services to the file that is open.
To Add a Client File
a. Click the Files tab
b. Click Add
c. Type in the File # or Client’s Name in the Find field and click Search
d. Locate the file in the results below and then click Ok
e. To remove a link to a file, simply click on it from the grid below and then click on the Remove button.
To Add an Organizational Service to Client File, this must be done through the Related Files tab within the service and not the file
Open the Organizational Services module, search for the Organizational Service and double-click to open it
a. Click the Related Files tab
b. Click Add
c. Type in the File # or Client’s Name in the Find field and click Search
d. Locate the file in the results below and then click Ok
e. To remove a link to a file, simply click on it from the grid below and then click on the Remove button
f. To view the related Organizational Service within the client file, click on the Organizational Services tab. The Organizational Service number is displayed below the tab.
Additional Info
The Additional Info Tab is designed to capture information that does not appear on the client file form. For example, let’s say there are one or two fields you don't see on the current form that you would like to add (e.g. Date of Employment, Business Unit). You would first need to go to the Survey Module, Choose Client File Additional Info, then create a new survey with these two new fields added.
It can also be used to add surveys or forms such as an Initial Assessment or Drug Screen.
See Surveys on how to create a new survey/form.
To add an Additional Info Survey or Form to a client file, simply click on the New button within the form and select Additional Info. Click on the one needed in the Question Set window that appears and click Ok. It now becomes part of the client file.
Intake Notes
Notes taken at the time of the client’s first call by Intake staff can be entered here.
Clinical Notes
Counselors can enter their notes from each session in this Tab. Click New to add a Note. Various formatting options are available and notes can be set to lock after a certain period of time in order to prevent any future changes. This Tab can be used by counselors who would prefer to enter their notes in one location rather than in each Session.
Feedback
The Feedback tab allows the user to enter any positive comments or complaints received from the client that may be initiated by a phone call, email, in person or by letter. This section is not meant for satisfaction surveys. These would be entered in the Satisfaction Survey module.
To ADD feedback, simply click the Feedback tab;
Click Add and then search for an existing feedback response. Click on the feedback and then click OK to link it to the file.
If entering new feedback, click on the New button
Search for the File and once found, click on the row to select
Select the Feedback Type, Activity Type, Date and Time resolved
Details of the feedback can be entered by clicking on the Details tab
Action items can be entered by clicking on the Plan of Action tab
Any outcome information can be entered by clicking on the Outcome tab
Any staff involved can be added by clicking on the Staff Involved tab
a. Click on Add to find the staff member, select their name and then click on Ok to confirm
b. Click on Remove to remove any staff from the list.
To add an activity to document time spent, click on the Feedback Activity tab
a. Click on the New button and select Feedback Activity
b. Enter the Date, Time, Duration, Modality, Feedback Activity Type, and Notes below. Click on the check box for Show on Utilization Report if you would like the time spent to appear in Account Management Hours.
The Additional Info Tab is designed to capture information that does not appear on the feedback form.
Creating a New Feedback Question Set
a. In the top tool bar, click on New button, then Question Set
b. Choose the Additional Info Category
c. Provide a Name for the Question Set
d. Click on the New button and select the question format
e. Enter the question text and then click New in the Answers section to enter the answer options (does not apply to Date, Decimal, Memo, Number and Text
f. Repeat the above steps for each additional question
g. Click on Clear Layout to Refresh the screen to see the questions appear
h. To move the order of the questions, right-mouse click, select Customize Layout and then click, drag and drop the question in the appropriate order.
Referral
This grid will allow the user to enter a referral(s) to clinical resources outside of the EAP Program. Such resources may include self-help groups, AA, or other community resources. for that file.
Creating a Referral
a. Click on the New button in the form and select Referral
b. Click on the Referred To drop down to select from a list of community resources or on the magnifying glass to Search using the Clinical Resource Search window
c. Select the date referred from the Referred Date. Today’s date will be the default
d. Select a problem for Referral Problem drop down. If one does not exist in the list, simply click on the New button to add one. Security settings may prevent this. If so, check with your administrator or staff member who can create one for you
e. Add any notes regarding the referral in the Notes section
f. Check the Accepted check box if the clients accepts the referral.