The Customer Management section provides Customer Admin users with the essential tools to oversee organizational structure and configure system-wide preferences. In this section, you will learn how to create users, how to streamline workflows through practice groups and default user lists, and how to configure practice defaults such as notification settings and report disclaimers.
Customer
The ‘Customer’ Management screen is the central administrative hub for Customer Admin users overseeing their customer group’s entire ThoroughCare platform. This area allows these users to create and manage all foundational organizational structures, including ThoroughCare practices, practice groups, and associated user accounts. Key configuration tools here enable the setting of universal defaults, such as practice notification settings, specific reading alert thresholds, and required reading frequency requirements, and report disclaimers.
To access the ‘Customer’ Management screen:
Expand ThoroughCare’s left side panel
Expand the panel’s ‘Management’ menu
Click ‘Customer’
Note: Only users associated with the ‘Customer Admin’ user role will see the ‘Customer’ option in their panel menu. To learn more about this role, please see the ‘Users’ section.
Navigating the ‘Customer’ Management Screen
The ‘Customer’ screen will open to a table that displays all practices that are currently associated with the customer group. From this view, Customer Admins can manage users, practice groups, and practice settings.
Note: Practices can only be added by a ThoroughCare Super Admin. If you would like to make any changes to your practice list, please reach out to a ThoroughCare representative for assistance.
Creating a New User
The ‘Customer’ Management screen allows Customer Admin users to create new users for any practice.
To create a new user through the ‘Customer’ Management screen:
Click the ‘+ Create New User’ button located at the top of the screen to open the ‘Create User’ modal
Enter all applicable modal fields
Note: To learn more about these fields, please see the ‘Users’ section.
Click the ‘Create User’ button to save
Note: To exit the modal without creating the new user, click the ‘x’ button, the ‘Cancel’ button, or anywhere on the screen outside of the modal.
Manage Default Customer Users
When a new practice is added to the customer group, the ‘Customer’ Management screen allows Customer Admin users to identify default users that should be associated with those new practices without any additional effort.
To add default customer users through the ‘Customer’ Management screen:
Click the ‘Manage Default Customer Users’ button located at the top of the screen to open the ‘Manage Default Customer Users’ modal
Click into the ‘Select User’ field to display a dropdown list of all current ThoroughCare users across all practices
Note: Begin typing the desired user’s name to filter the dropdown list.
To remove default customer users through the ‘Customer’ Management screen:
Click the ‘Manage Default Customer Users’ button located at the top of the screen to open the ‘Manage Default Customer Users’ modal
Locate the desired users and click the ‘x’ next to their individual name
Note: To remove all users, click the free-standing ‘x’ in the top right corner of the field.
Repeat steps 1-2 until all desired users have been removed
Click the ‘Save’ button
Manage Groups
When a customer group has 10 or more practices associated with it, functionality to create ‘Practice Groups’ is automatically added to the ‘Customer’ Management screen. Through this functionality, Customer Admin users can organize practices by group in order to assign default users to those groupings instead of to all practices, as described above in the ‘Manage Default Customer Users’ section.
Notes:
If a customer group has less than 10 practices, the ‘Manage Groups’ button will not be displayed in the ‘Customer’ Management screen and default customer users will always be added to all new practices.
A practice can only be associated with one practice group at a time.
To create a new practice group through the ‘Customer’ Management screen:
Click the ‘Manage Groups’ button located at the top of the screen to open the ‘Practice Groups for [Practice Name]’ modal
Click the ‘Add New Group’ button located at the bottom of the modal to navigate to the ‘Add New Group’ modal
Enter the desired group name in the ‘Name’ field
Click into the ‘Default users for all practices in this group’ field to display all current ThoroughCare users across all practices
Select desired default users
Click the ‘Save’ button located at the bottom of the modal to be directed back to the ‘Practice Groups for [Practice Name]’ modal
Note: To exit the modal without saving the new practice group, click the ‘x’ button, the ‘Cancel’ button, or anywhere on the screen outside of the modal.
To edit an existing practice group through the ‘Customer’ Management screen:
Click the ‘Manage Groups’ button located at the top of the screen to open the ‘Practice Groups for [Practice Name]’ modal
Locate the desired practice group and click the associated ‘Edit/Add Users’ button located in the ‘Actions’ column to open the ‘Edit [Group Name]’ modal
Enter all desired changes to the practice group ‘Name’ and/or ‘Default users for all practices in this group’ list
Click the ‘Save’ button located at the bottom of the modal to be directed back to the ‘Practice Groups for [Practice Name]’ modal
Note: To exit the modal without saving the new practice group, click the ‘x’ button, the ‘Cancel’ button, or anywhere on the screen outside of the modal.
To delete an existing practice group through the ‘Customer’ Management screen:
Click the ‘Manage Groups’ button located at the top of the screen to open the ‘Practice Groups for [Practice Name]’ modal
Locate the desired practice group and click the associated ‘Remove’ button located in the ‘Actions’ column to populate a browser confirmation
Click the ‘Okay’ button to successfully delete the practice group
Note: Click the ‘Cancel’ button to avoid deleting the practice group.
Edit Practices
The ‘Customer’ Management screen lists all of a customer group’s practices in a table format, and allows Customer Admin users to manage settings that pertain to those individual practices.
To edit a practice through the ‘Customer’ Management screen:
Locate the desired practice in the table
Click the associated ‘Edit’ button located in the ‘Actions’ column to open the ‘Edit [Practice Name]’ modal
Users Tab
From the ‘Edit [Practice Name]’ modal, Customer Admin users can manage the selected practice’s customer group, user access, and review the default customer users list from the ‘Users’ tab.
To edit the practice’s Customer Group through the ‘Users’ tab:
Click the ‘Practice Group’ dropdown field to display the list of available groups
Locate and select the desired group
Note: To exclude a practice from any practice groups, select ‘None’.
Click the ‘Save’ button from any tab in the modal.
Note: To exit the modal without saving the new practice group, click the ‘x’ button, the ‘Cancel’ button, or anywhere on the screen outside of the modal.
To give a user access to the selected practice from the ‘Users’ tab:
Click into the ‘Users’ field to display the list of available users who are not currently associated with the practice
Locate and select the desired user
Repeat steps 1-2 until all desired users have been added
Click the ‘Save’ button from any tab in the modal.
Note: To exit the modal without saving the new practice group, click the ‘x’ button, the ‘Cancel’ button, or anywhere on the screen outside of the modal.
To remove a user’s access to the selected practice from the ‘User’s’ tab:
Locate the desired user name(s) in the ‘Users’ field and click the ‘x’ next to their individual name
Note: To remove all users, click the free-standing ‘x’ in the bottom right corner of the field.
Repeat step 1 until all desired users have been removed
Click the ‘Save’ button from any tab in the modal.
Note: To exit the modal without saving the new practice group, click the ‘x’ button, the ‘Cancel’ button, or anywhere on the screen outside of the modal.
Notification Channels Tab
From the ‘Edit [Practice Name]’ modal, Customer Admin users can manage the selected practice’s default notification settings and on-call user schedules from the ‘Notification Channels’ tab.
User Notification Settings
When a Customer Admin user selects default user notification settings through the ‘Notification Channels’ tab, those settings will automatically be reflected in each of the user’s personal notification settings for the selected practice. When editing, users can select whether to adjust the settings for all of the practice’s existing and future users, or to only adjust the default settings for new users created in the future.
Note: While Customer Admin users have the ability to set and re-set user notification settings, all users will maintain the ability to customize those settings at any time.
To edit the practice’s default user notification settings for all users added in the future through the ‘Notification Channels’ tab:
Identify a notification setting that should be enabled by default for all new users
Select one or more channel options by which the notification should be sent by checking the associated checkbox(es)
Note: The ‘Enabled’ option must be checked in order to check Push, Email, and Text options.
Repeat steps 1-2 until all desired notification defaults have been set
Click the ‘Set for New Users’ button located at the bottom of the ‘User Notification Settings’ section to successfully save the updates
Note: Once the ‘Set for New Users’ button is clicked, the user will be navigated back to the ‘Customer’ Management screen.
To edit the practice’s default user notification settings for all current and future users through the ‘Notification Channels’ tab:
Identify a notification setting that should be enabled by default for all new users
Select one or more channel options by which the notification should be sent by checking the associated checkbox(es)
Note: The ‘Enabled’ option must be checked in order to check Push, Email, and Text options.
Repeat steps 1-2 until all desired notification defaults have been set
Click the ‘Set for All Users’ button located at the bottom of the ‘User Notification Settings’ section to successfully save the updates
Note: Once the ‘Set for All Users’ button is clicked, the user will be navigated back to the ‘Customer’ Management screen.
ThoroughCare Best Practice |
ThoroughCare suggests reviewing the ‘User Notification Settings’ prior to adding users and managing patients in a new practice to ensure that all users are starting off with the same workflow expectations. |
Patient Notification Settings
When a Customer Admin user selects default patient notification settings through the ‘Notification Channels’ tab, those settings will automatically be reflected in new patient records as they are created in ThoroughCare.
Note: While Customer Admin users have the ability to set and re-set patient notification settings, all clinical users will maintain the ability to customize those settings for individual patients at any time.
To edit the practice’s default patient notification settings for all patient records added in the future through the ‘Notification Channels’ tab:
Identify a notification setting that should be enabled by default for all new patients
Select one or more channel options by which the notification should be sent by checking the associated checkbox(es)
Repeat steps 1-2 until all desired notification defaults have been set
Click the ‘Save’ button from any tab in the modal.
Note: To exit the modal without saving the new notification settings, click the ‘x’ button, the ‘Cancel’ button, or anywhere on the screen outside of the modal.
ThoroughCare Best Practice |
ThoroughCare highly suggests reviewing the ‘Patient Notification Settings’ prior to adding any patient records to a new practice. Once a patient record has been created, the only way to update the ‘Patient Notification Settings’ is through each patient’s individual chart. |
On-Call Staff
Customer Admin users can create on-call schedules for users who will be responsible for monitoring patient notifications outside of regular business hours to ensure that urgent patient needs can be addressed in a timely manner. Once a user has an on-call schedule created for them, they will receive all incoming patient-related notifications, regardless of their association to the patient, during the hours specified.
To create a new on-call schedule through the ‘Notifications Channel’ tab:
Click the ‘Add on-call user +’ hyperlink to display the required on-call fields
Enter a time in both ‘Working hours from:’ dropdown fields to reflect the timeframe that the user will be considered ‘on-call’
Enter the ‘On-Call User:’ dropdown field by selecting the desired practice user
Repeat steps 1-3 until all desired on-call schedules have been created
Click the ‘Save’ button from any tab in the modal.
Note: To exit the modal without saving the new on-call staff settings, click the ‘x’ button, the ‘Cancel’ button, or anywhere on the screen outside of the modal.
To edit an existing on-call schedule through the ‘Notifications Channel’ tab:
Locate the desired on-call schedule
Edit the time in either ‘Working hours from:’ dropdown fields and/or the ‘On-Call User:’ dropdown field
Repeat steps 1-2 until all desired edits have been made
Click the ‘Save’ button from any tab in the modal.
Note: To exit the modal without saving the new on-call staff settings, click the ‘x’ button, the ‘Cancel’ button, or anywhere on the screen outside of the modal.
To delete an existing on-call schedule through the ‘Notifications Channel’ tab:
Locate the desired on-call schedule and click the ‘x’ located next to it
Repeat step 1 until all desired on-call schedules have been deleted
Click the ‘Save’ button from any tab in the modal.
Note: To exit the modal without saving the new on-call staff settings, click the ‘x’ button, the ‘Cancel’ button, or anywhere on the screen outside of the modal.
Reading Alerts Tab
From the ‘Edit [Practice Name]’ modal, Customer Admin users can manage the selected practice’s default settings related to electronic devices that send vital readings directly into ThoroughCare. These settings will determine the status that is associated with every newly received reading, which will then directly influence when the User Notification Settings - Readings Notifications and the Patient Notification Settings - Reading Notifications, described in the ‘Notification Channels Tab’ section.
Note: While Customer Admin users have the ability to set and re-set reading alert settings, clinical users will maintain the ability to customize those settings for individual patients at any time.
Reading Alert Status Options
Normal | Vital reading values that fall within a range considered healthy or safe, indicating the patient is in stable condition and requires no immediate clinical intervention |
Caution | Vital reading values that fall slightly outside the ‘Normal’ range, indicating the patient may need closer monitoring or reassessment |
Critical | Vital reading values that fall significantly outside the ‘Normal’ range, indicating the patient is unstable or requires immediate clinical intervention |
Customer Admins can set the parameters of what is considered a ‘Normal’, ‘Caution’, or ‘Critical’ Pulse reading by setting exact value ranges for each status option and/or by setting notable changes in reading values over a period of time.
To set the default ranges for Pulse, Blood Glucose (Before Meal), Blood Glucose (After Meal), Blood Pressure (Systolic), Blood Pressure (Diastolic), SP02, and Peak Flow through the ‘Reading Alerts’ tab:
Locate the desired vital type’s associated range bar
Click and drag the white squares until the following occurs:
The two innermost squares, with green between them, reflect the minimum and maximum values that should be considered a ‘Normal’ reading
The outer-left white square and the inner-left white square, with orange between them, reflect a range of values that should be considered a ‘Caution’ reading
The outer-right with square and the inner-right white square, with orange between them, reflect a range of values that should be considered a ‘Caution’ reading
The left end of the range bar and the outer-left white square, with red between them, reflect a range of values that should be considered a ‘Critical’ reading
The right end of the range bar and the outer-right white square, with red between them, reflect a range of values that should be considered a ‘Critical’ reading
Note: Practices may set ranges that exclude one or more of the ‘Normal’, ‘Caution’, ‘Critical’ statuses when needed by ensuring that the associated color is not visible in the range bar.
Save the changes in one of the following ways:
Click the ‘New Patients’ button located in the associated vital type’s section to set the defaults for all newly created patient records
Note: Once the ‘New Patients’ button is clicked, the user will be navigated back to the ‘Customer’ Management screen.
Click the ‘Set for All Patients’ button located in the associated vital type’s section set the defaults for all existing and future patient records
Note: Once the ‘Set for All Patients’ button is clicked, the user will be navigated back to the ‘Customer’ Management screen.
Click the ‘Save’ button from any tab in the modal.
Note: To exit the modal without saving the new on-call staff settings, click the ‘x’ button, the ‘Cancel’ button, or anywhere on the screen outside of the modal.
To set the default value changes for all vital types, which will trigger a ‘Critical’ notification when the parameters are met, through the ‘Reading Alerts’ tab:
Locate the desired vital type’s ‘When value changes by’ section
Enter a numerical value into the first field by typing the number or utilizing the field’s up and down arrows
Select the appropriate metric that the value change should be looking for
‘%’ - Indicates a change in overall percentage value
‘Units’ - Indicates a change in the specific measurement related to the vital type
Select the desired timeframe that the value change will need to occur within in order to trigger the ‘Critical’ notification
Save the changes in one of the following ways:
Click the ‘New Patients’ button located in the associated vital type’s section to set the defaults for all newly created patient records
Note: Once the ‘New Patients’ button is clicked, the user will be navigated back to the ‘Customer’ Management screen.
Click the ‘Set for All Patients’ button located in the associated vital type’s section set the defaults for all existing and future patient records
Note: Once the ‘Set for All Patients’ button is clicked, the user will be navigated back to the ‘Customer’ Management screen.
Click the ‘Save’ button from any tab in the modal.
Note: To exit the modal without saving the new on-call staff settings, click the ‘x’ button, the ‘Cancel’ button, or anywhere on the screen outside of the modal.
To undo changes made to a vital type’s defaults, click the associated ‘Reset’ button to revert the values back to the state they were in when the user entered the modal.
Reading Frequency Tab
From the ‘Edit [Practice Name]’ modal, Customer Admin users can manage the selected practice’s default reading frequency settings from the ‘Reading Frequency’ tab. The settings defined in this tab directly relate to the notifications discussed in the ‘Notification Channels’ tab section.
Note: The settings listed in this tab cannot be updated anywhere else in ThoroughCare.
To edit the default settings ‘Time to warn the provider after patient has overdue readings’ or ‘Notify after a series of consecutive out of range readings’ from the ‘Reading Frequency’ tab:
Click the associated dropdown field and select the appropriate number of days the related notification should be delayed before sending
Click the ‘Save’ button from any tab in the modal.
Note: To exit the modal without saving the reading frequency settings, click the ‘x’ button, the ‘Cancel’ button, or anywhere on the screen outside of the modal.
To edit the required frequency for Pulse, Blood Glucose, Blood Pressure, Spo2, Body Weight, or Peak Flow readings from the ‘Reading Frequency’ tab:
Click the associated dropdown field and select the appropriate the interval that relates to how frequently a patient will be required to send in readings related to that vital type
Save the changes in one of the following ways:
Click the ‘Set for New Patients’ button located in the associated vital type’s section to set the defaults for all newly created patient records
Note: Once the ‘Set for New Patients’ button is clicked, the user will be navigated back to the ‘Customer’ Management screen.
Click the ‘Set for All Patients’ button located in the associated vital type’s section set the defaults for all existing and future patient records
Note: Once the ‘Set for All Patients’ button is clicked, the user will be navigated back to the ‘Customer’ Management screen.
Click the ‘Save’ button from any tab in the modal.
Note: To exit the modal without saving the reading frequency settings, click the ‘x’ button, the ‘Cancel’ button, or anywhere on the screen outside of the modal.
Disclaimer Tab
From the ‘Edit [Practice Name]’ modal, Customer Admin users can enter and update custom disclaimers that will automatically populate on any patient Care Plan Reports and/or HRA reports that are generated from ThoroughCare.
To create or edit the Care Plan Report disclaimer from the ‘Disclaimers’ tab:
Click into the ‘Care plan report disclaimer’ text field and type the desired disclaimer message exactly as it should appear on the report
Click the ‘Save’ button
Note: This disclaimer can be overridden by a disclaimer included in a Care Plan Report template as discussed in the ‘CP Report Templates’ section.
To create or edit the HRA Report disclaimer from the ‘Disclaimers’ tab:
Click into the ‘HRA report disclaimer’ text field and type the desired disclaimer message exactly as it should appear on the report
Click the ‘Save’ button