INC-1039

mediumreview

Missing EVV / unverified visit

Harper Wallace · Willow Respite Suite · Willow Respite Suite

Notification deadline12h 0m overdue

1 requirement outstanding — closure is blocked until each is evidenced.

reported
triage
notification
investigation
root cause
corrective
7review
8closed

Incident facts

Occurred

Sep 11, 11:12

Reported

Sep 11, 13:12

Reported by

Bethany Cole

Owner

QA / Compliance

Witnesses

None recorded

Linked service event

svc-1008

Description

Staff device lost connectivity; visit check-out was not captured electronically.

Immediate action taken

Manual time entry submitted with supervisor reason code.

Root cause

Device connectivity gap at rural site.

Billing impact: Claim line held pending EVV correction acceptance

Corrective actions

Action	Owner	Due	Status
Deploy offline EVV capture mode at rural sites	Jules Whitmore	Sep 26, 2026	open

Audit trail

Immutable record of every action on this incident

Timestamp	User	Action	Old → new	Reason

Required steps

Closure is blocked until every item is evidenced

Supervisor reviewOwner: Leah Okafor
EVV correctionOwner: Bethany Cole
QA verificationOwner: Terrence Poole

Notifications

Recipients and windows derived from the matching rule

No notifications required for this incident type.

Governing rule

Rule

High-severity incident external notification

Trigger

Incident severity = High or Critical

Window

24 hours from report time

Escalation

Escalate to QA Manager at 75% of window

Notify

Program Manager, QA / Compliance, Executive

Configure rules