Skip to main content

​
Overview

Patient status management tracks where patients are in their care journey and ensures accurate records across all systems. Status changes affect billing, visits, medications, and reporting.
Key Concept: Patient status must be synchronized between AllCare.ai, ECW, and pharmacy systems. Inconsistent statuses cause billing and care coordination issues.

​
Patient Statuses

​
Status Types

StatusDescriptionBillableVisitsMeds
ActiveCurrently receiving care✓✓✓
PendingEnrolled, awaiting first visit○✓✓
On HoldTemporarily paused✗✗Varies
HospitalizedIn acute care facility✗✗✗
DischargedNo longer receiving care✗✗✗
DeceasedPatient has passed✗✗✗
InactiveLong-term inactive✗✗✗

​
Status Flow

Pending → Active → On Hold ↔ Active → Discharged
                     ↓                    ↓
                Hospitalized          Deceased
                     ↓
                  Active

​
Changing Patient Status

​
Status Change Process

1

Receive Status Change Request

Via ticket, facility portal, or phone
2

Verify Request Details

Confirm:
  • Patient identity
  • New status requested
  • Effective date
  • Reason for change
3

Update AllCare.ai

Change status in primary system
4

Update ECW

Sync status in clinical system
5

Update Pharmacy

Notify pharmacy of status change
6

Handle Related Items

Cancel visits, hold meds, etc.
7

Document and Notify

Document change and notify stakeholders

​
Status-Specific Procedures

​
Pending to Active

Triggered when patient is ready for regular care:
1

Confirm Enrollment Complete

Verify all enrollment steps finished
2

Update Status

Change to Active in AllCare.ai
3

Activate in ECW

Ensure ECW status matches
4

Confirm First Visit

Verify initial visit is scheduled

​
Active to On Hold

Temporary pause in services:
1

Document Reason

Common reasons:
  • Facility transfer in progress
  • Insurance lapse
  • Family request
  • Payment issues
2

Set Hold Date

Record effective date of hold
3

Cancel Pending Visits

Cancel or reschedule upcoming visits
4

Notify Pharmacy

Hold or continue medications as appropriate
5

Set Follow-Up

Create task to check status in 7-14 days

​
Active to Hospitalized

When patient is admitted to hospital:
1

Confirm Hospitalization

Get hospital name and admit date
2

Update Status

Change to Hospitalized in AllCare.ai
3

Cancel Visits

Cancel all scheduled visits during hospitalization
4

Pause Medications

Notify pharmacy to hold deliveries
5

Document Details

Note:
  • Hospital name and location
  • Admission date
  • Reason for admission
  • Expected length of stay
6

Set Follow-Up

Create task to check on discharge status
Hospital Coordination: When patient is discharged from hospital, they need a transition visit within 48-72 hours. See Hospital Discharge workflow.

​
Hospitalized to Active

When patient returns from hospital:
1

Get Discharge Information

Request:
  • Discharge date
  • Discharge summary
  • Updated medication list
  • Follow-up requirements
2

Update Status

Change to Active in AllCare.ai
3

Medication Reconciliation

Compare hospital meds to prior list
4

Schedule Transition Visit

Arrange provider visit within 48-72 hours
5

Resume Medications

Coordinate updated meds with pharmacy
6

Update Documents

Upload discharge summary to patient record

​
Active to Discharged

When patient leaves care permanently:
1

Confirm Discharge Request

Verify:
  • Who is requesting (facility, family, patient)
  • Reason for discharge
  • Effective date
2

Document Reason

Common reasons:
  • Moved out of area
  • Changed providers
  • Left facility
  • No longer needs services
  • Insurance changed
3

Update AllCare.ai

Change status to Discharged
  • Set discharge date
  • Add discharge reason
4

Update ECW

Inactivate patient in ECW
5

Cancel All Pending

Cancel all future visits and orders
6

Notify Pharmacy

Stop all medication deliveries
7

Notify Provider

Inform assigned provider of discharge

​
Deceased Status

When a patient passes away:
1

Confirm Information

Verify:
  • Date of death
  • Source of notification
2

Update Status

Change to Deceased in AllCare.ai
  • Enter date of death
3

Cancel Everything

  • Cancel all pending visits
  • Cancel all pending orders
  • Stop all refills
4

Update ECW

Mark patient as deceased in ECW
5

Notify Pharmacy

Stop all medication processing
6

Handle Documentation

  • Complete any required forms
  • Note for records request handling
Sensitivity: Handle deceased patient updates with care. Verify information before making changes. All records must be retained per retention policy.

​
Bulk Status Changes

​
When to Use Bulk Changes

  • Facility closure affecting multiple patients
  • Insurance plan termination
  • Provider departure requiring reassignment
  • Geographic service area changes

​
Bulk Status Change Process

1

Identify Affected Patients

Generate list of patients needing status change
2

Get Approval

Bulk changes require manager approval
3

Navigate to Bulk Operations

Go to Admin → Patient Operations → Bulk Status Change
4

Select Patients

  • Upload patient list, or
  • Filter by criteria (facility, insurance, etc.)
5

Select New Status

Choose the target status for all patients
6

Set Effective Date

Choose when changes take effect
7

Review and Confirm

Review affected patients and confirm
8

Monitor Processing

Track progress and handle any errors

​
Status Validation

​
Status Rules

The system enforces certain status transition rules:
Current StatusAllowed Transitions
PendingActive, Discharged
ActiveOn Hold, Hospitalized, Discharged, Deceased
On HoldActive, Discharged
HospitalizedActive, Discharged, Deceased
DischargedActive (re-enrollment)
DeceasedNone

​
Validation Errors

You’re trying to move to a status not permitted from current status.Solution: Use an intermediate status if needed (e.g., Hospitalized → Active → Discharged)
Certain status changes require additional information.Solution: Fill in required fields (discharge reason, death date, etc.)
Cannot discharge patient with scheduled visits.Solution: Cancel pending visits first

​
Cross-System Synchronization

​
Systems to Update

For every status change, update:
SystemHow to Update
AllCare.aiPrimary system, change status directly
ECWChange patient status/active flag
PioneerRxUpdate via pharmacy team notification
FreshdeskDocument in relevant tickets

​
Sync Verification

After status changes:

​
Status Reports

​
Available Reports

Access via Reports → Patient Status Reports:
ReportDescription
Current Status SummaryCount of patients by status
Status ChangesRecent status changes with details
Hospitalized PatientsList of currently hospitalized
On Hold PatientsPatients on hold with duration
Recent DischargesPatients discharged in period
Status AgingHow long patients in each status

​
Key Metrics

MetricDescription
Active Rate% of enrolled patients active
Hold DurationAverage time on hold
Hospital DaysAverage hospitalization length
Discharge RateMonthly discharge percentage
Re-enrollment RateDischarged patients returning

​
Troubleshooting

Check:
  • Manual sync required for ECW
  • ECW access permissions
  • Correct patient selected in ECW
Solution: Manually update ECW if auto-sync fails
Check:
  • Patient may have pending critical items
  • Billing cycle may be active
  • Another user may be editing
Solution: Resolve blocking items or contact admin
Check:
  • Status change may be pending
  • Reports may have date filters
  • Cache may need refresh
Solution: Refresh page, check report filters
Check:
  • Discharge may not have been processed
  • Follow-up task may be outstanding
Solution: Update status to Active and process discharge workflow

​
Best Practices

Enrollment Workflow

Enroll new patients

Bulk Operations

Bulk patient operations

Hospital Discharge

Hospital discharge workflow

Patient Profiles

Patient profile management