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Incident reporting

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Updated on April 23, 2021

Pega Care Management provides the use of incident reporting so that you can capture incidents wherever they might occur. Incident reports can be used on a mobile tablet to enable capture of the incident at a patient home, or through the desktop. With each Incident report created, reporting is available as well as follow-up actions for team members or regulatory organizations.

Caregivers and customer service representatives capture the incident details (date, location, incident type) and the contact details of the person who reported the incident. Utilization managers can capture any incidents that are reported by members.

For more information, see Incident reporting in the Pega Care Management Business Use Case Guideon the Pega Care Management product page.

The following list describes items that are related to the Incident Reporting Microjourney:

  • Data model
  • Configuring additional fields in the Incident report
  • Incident intake and review

Data model

In App Studio, you can view the data model for Incident Reporting in Case Types.

Click the Data model tab on the Incident page.

Configuring additional fields in the Incident report

You create incident reports when an unexpected event occurs, including situations when a patient makes a complaint, a medication error occurs, or a medical device malfunctions. Your application provides an Incident report that you can use as is or customize it to meet your business needs. For example, you might want to add another person who can report the incident to the Relationship list on the report.

  1. To view an Incident report, log in to the CM Care Manager portal.
  2. In the Care Management header, click Patients, and then select a patient.
  3. Click ActionsNewReport incident.
  4. View the fields and configure the additional settings.
  5. In the navigation pane of Dev Studio, click Case types.
  6. Click Incident.
  7. Follow the steps in Updating existing case types.

Incident intake and review

As part of intake, incident details are captured and potential duplicate cases are identified and listed. Based on user response, either the incident is resolved or continued further for review.

You can customize these rules.

Intake rules

Rule nameRule typePurpose
pyDefaultCaseMatchCase matchChecks values of duplicate incidents that are created with the Must match and Weighted match conditions
SetIncidentImpactListData transformLocalizes the incident impact labels and tooltips

Incident review

Once the intake is complete, the case is routed for review. You can configure the review work queue in the Incident intake work queue field on the Work queues tab on the Care Management Application configuration page.

The Declare_CM_ENV.Value (CM_INCIDENT_WORKBASKET) property is used to access this value in flows.

In the Review stage, if you select the Regulatory reportable check box, then the Incident case is Resolved-Reported. Otherwise, the case is Resolved-Completed.

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