Overview
There are specific permissions and settings that will control who can and cannot see a client's clinical records in Procentive. We will go over the areas to review in Procentive when a staff is unable to see a client's clinical records.
Initial Error Message
You may receive either the following No permission to view records error message, or you will not be able to see the clinical documents at all. There are three places to check when you cannot see any clinical documents for a client: Clients module, Staff module and Clinical/Charting module.
Clients Module
- Go to the Clients module > Staff tab.
- Verify that the staff who is trying to access the documents is listed and active.
- Verify that the staff's name is not highlighted in the Staff who ARE NOT ALLOWED section on the left.
- If the staff's name is highlighted here, but they should have access to the clinical documents for the client, hold down the Ctrl key and click on their name to deselect/unhighlight their name.
- If you cannot see this section, please ask your champion to review, as this section is permissions-based.
- Verify that the staff's role is not highlighted in the Role that ARE NOT ALLOWED section on the right.
- If the staff's role is highlighted here, but that role should have access to the clinical documents for the client, hold down the Ctrl key and click on their role to deselect/unhighlight their role.
- If you cannot see this section, please ask your champion to review, as this section is permissions-based.
Staff Module
- Go to the Staff module > Role tab > Edit Roles link.
- Review the clinical permissions for the role and make edits if needed.
Clinical/Charting Module
- Go to the Clinical/Charting module.
- If your filters are limited, click the more link at the top right corner to expand.
- Verify the Active Documents and Active Client filters are set to All.
NOTE: After checking all of the above settings, if the issue can't be determined, please send Procentive a ticket for assistance.