A Deactivated Patient is Still Appearing in the aTouchAway App

Deactivated patients may still show up in a Patient Manager's app if Patient Manager privileges haven't been removed.

When deactivating a patient in the aTouchAway Dashboard, be sure to select "Remove Managers" and "Stop Pathways" in the Inactive Warning window that appears during the deactivation process.  For more information on this process, please go to: How to deactivate a patient account

How to Resolve 

If the patient still appears in Your Managed Patients list, you can resolve the issue by using one of the following methods, depending upon the implementation of your account:

• Creation/Token Page
• Patients Page

Creation/Token Page

On the Dashboards under Patient Management, click Creation / Token.

1. On the Creation/Token page, locate the patient in the list and click the Edit icon.
2. Reactivate the patient by changing their state to Patient is active in the Edit Patient Info window. Click Save. 
   
3. Click the Edit icon to deactivate the patient once again by choosing the Patient is not active option in the dropdown menu. Click Save.
4. In the Inactive Warning window, select "Remove Managers" and "Stop Pathways".  Click Deactivate.
   
5. Refresh your app to see the changes.  In your browser, hit the Refresh button.  If you're on a mobile device, force quit the aTouchAway App and then reopen it.  

1. On the Patients page, click in the box to the left of the patient's name.  Click the pencil icon that appears next to their state.  Reactivate the patient by setting their state to Active Care.  Keep the patient state in edit mode by not clicking the box to the left of the patient's name.
2. Click the pencil icon that is still visible next to the patient's current state.  Change the patient state to Inactive to deactivate the patient again. 
3. In the Inactive Warning window, select "Remove Managers" and "Stop Pathways".  Click the box to the left of the patient's name to end edit mode.
   
   
4. Refresh your app to see the changes.  In your browser, hit the Refresh button.  If you're on a mobile device, force quit the aTouchAway App and then reopen it.