FAQ — Frequently Asked Questions¶

This page gathers short answers to the most common questions, valid in every country. Each answer links to the documentation page that details it.

Getting started¶

How do I log in to WideCare?¶

Open your browser at the address provided by your institution, enter your email address and your password, then click Log in. If you forget it, use the “Reset password” link or ask your administrator. → Getting started

What are the WideCare applications?¶

WideCare is organised into applications reachable from the main menu (the grid icon): Nursing Home (residents, stays, rooms, family portal, and the Configuration menu with rooms, rates and master data), Admissions, Billing, Nursing Care (prescriptions, care plans, vital signs), Meals (menus, diets) and others depending on what your home uses. Depending on your role, you only see the applications that concern you. → Getting started

What is the dashboard for?¶

The dashboard gives an overview: the pending tasks (assessments to do, checks to run, sendings to follow…), clickable counters that open the relevant list directly, and the month’s important alerts. Click a counter to open the list of items to handle. → Getting started

Where do I configure the rooms and rates?¶

In the Configuration menu of the Nursing Home app: create your rooms with their type (the sector they belong to, single, double…) and equipment, define the accommodation rates and, where the country pays one, the care allowance rates, then the supplement types and the health insurers. WideCare also handles multiple companies in the same database, each with its own residents, rooms and billing kept separate. → Configuration

Residents & stays¶

How do I create a resident?¶

Open Residents, click New, fill in at least the name, the date of birth, the gender and the national identification number if known, select the resident’s health insurer, then Save. Without the national identification number, the electronic exchanges with the health insurer, where the country has them, cannot be sent — but you can create the resident and complete the number later. → Managing a resident

How do I start a stay?¶

Open a stay agreement (room, stay type, start date) — the stay is then in Draft. Confirm it (the room is reserved, complete the admission date/time), then click Start Stay: the stay moves to Active. → Managing a resident

What does starting a stay trigger automatically?¶

On start, WideCare adds the resident to the open billing periods, creates (for a resident invoiced in advance) the first accommodation invoice for the admission month and opens the month’s supplement envelope. Where the country requires it, it also prepares the admission notification to the health insurer. → Managing a resident

How is a resident’s dependency assessed?¶

Each country has its own dependency scale. The assessment is recorded on the resident’s file; it gives the dependency category, which drives the care allowance where the country pays one. As long as no assessment is validated, the resident keeps the country’s default category and a reminder appears on the dashboard. → Managing a resident

How do I change a resident’s room or sector?¶

On the stay, use the Change Room action, give the new room and the date/time, then confirm. WideCare splits the billing on the right date, at the matching rate; this is not a new admission and the care allowance stays continuous. → Room change and transfer

Does WideCare exchange data electronically with the health insurer?¶

Where the country has them, yes: the insurability check, the notifications of the resident’s movements and the electronic invoicing of the care allowance are prepared and sent from the resident’s file and the billing period. Each country space describes its own exchanges.

Billing & supplements¶

How do I invoice a month from A to Z?¶

Open the billing period, click Generate, check it, click Create invoices then Post the resident share. Where the country pays a care allowance through the health insurer, its share is sent from the same period: WideCare runs the resident share and the insurer share in parallel. → Invoice a month, step by step

What are the states of a billing period?¶

A period goes through four states, in order: Draft (created, nothing computed), Generated (allowances and shares computed, to be checked), Invoiced (invoices posted) and Closed (finished and locked). → Invoice a month, step by step

How do I check a period before invoicing?¶

At the top of the period, counters give the health state of the month (Supplements, Absences, Not invoiced…) and WideCare flags anomalies in the discussion thread on the right. Handle each point (Done button once settled) before invoicing. → Invoice a month, step by step

What is anticipatory billing?¶

For residents invoiced in advance, one month’s accommodation is invoiced the previous month, while the care allowance and the supplements are invoiced in the month they are provided. → Billing

What is the “Refresh” button for?¶

On a period, the Refresh action recomputes everything in one click (billing lines, supplements, draft invoices). Residents whose invoice is already posted are left untouched; since adding a supplement or an absence synchronises automatically, it is usually not necessary to click “Refresh”. → Billing

How do I add a supplement?¶

Open the resident’s supplement envelope (from their file or the period), add a line (product/service, quantity, price), state whether it is one-off (once) or recurring (every month), then Save. Adding, editing or removing it automatically updates the invoice of the resident concerned — no need to click “Refresh”. → The supplements

How do I split the resident share across several debtors?¶

On the resident file (or their period), open the split tab, add the debtors and their percentage (the total must be 100%), then Save. On each monthly invoice, WideCare splits the resident share according to this key; only the resident share is split, not the care allowance paid by the health insurer. → Support debtors (split billing)

What happens when an invoice is already posted?¶

Once posted, a resident’s invoice is locked for that month (protection against double invoicing). To correct it, reset it to draft or make a credit note, then Refresh; the other residents are not affected. → Invoice a month, step by step

Absences & hospitalisations¶

How do I record an absence or a hospitalisation?¶

Open the month’s billing period (or the resident file) and add an absence, giving the resident, the type (hospitalisation, holidays…), the departure date/time and the return date/time (or leave the return empty as long as they have not come back), then Save. Adding, editing or deleting an absence automatically synchronises the billing of the resident concerned. Where the country requires it, WideCare also prepares the notification to the health insurer; you only have to check and send it. → Absences and hospitalisations

What is the effect of an absence on the care allowance?¶

Where the country pays a care allowance, it is computed on the presence days; an absence reduces it for the days concerned. The country’s day-counting rule decides whether a day counts, hence the importance of the departure and return dates and times. → Absences and hospitalisations

How do I cancel an absence entered by mistake?¶

Delete it or reset it to draft: WideCare cleanly rolls back — the allowance is recomputed as if the absence had not happened, and the prepared notifications are withdrawn as long as they have not been validated on the insurer’s side. If the month is already posted, first reset the invoice to draft (or create a credit note) then refresh. → Absences and hospitalisations

Departure & death¶

What happens when a resident departs or dies?¶

Simply close their stay: open the stay, click End Stay, give the exit date (and time) with the reason (departure, death, transfer…), then confirm. WideCare stops the billing on the right date, prepares the regularisation of what was invoiced in advance and, where the country requires it, notifies the exit to the health insurer. → Departure and death

Why is a credit note created on departure?¶

Since the accommodation is invoiced one month in advance, if the resident leaves during an already invoiced month, WideCare automatically prepares a credit note to refund the unoccupied period (you are notified of its creation). The care allowance and the supplements, however, are invoiced in the month they are provided. → Departure and death

Can a stay closed by mistake be reopened?¶

Yes. If you closed a stay wrongly (or in the case of a death recorded by mistake), you can reopen it: WideCare restores the billing and cancels the regularisations as long as they are not final. If the month is already posted, the correction first goes through a reset to draft or a credit note, then a refresh. → Departure and death

Family portal¶

What is the difference between a contact person and a portal access?¶

A contact person is a name and a phone number in the resident’s record: it opens nothing. A portal access is the authorisation given to one relative for one resident, scope by scope — liaison notebook, documents, meals, invoices, health. Only an access opens the portal. → Family portal

How do I invite a relative?¶

On the resident’s record, Identity tab, click Portal on the relative’s line in Contact Persons. Tick what they may see, record the consent if you open Health, then click Grant Access: WideCare creates their account and sends the invitation. Re-Invite sends it again. → Granting an access

Why is the Health box refused?¶

Health data opens only with a recorded consent: fill in Consent Given By and Consent Date on the access. → Granting an access

How do I write to the family?¶

In the resident’s family space, use Send message: the relatives who hold the Liaison Notebook scope read it on the portal and can answer. Log note stays with the team. → Notebook, documents and invoices

Documents¶

Where are a resident’s documents?¶

In their folder of the Documents app, created automatically with three subfolders (medical, administrative, billing). On the resident’s record, the Documents tab opens it with the Document Workspace tile. → Resident documents

Why did an attachment end up in the Documents app?¶

Every file attached to a resident’s record or discussion thread is filed in their folder automatically. The setting can be turned off; documents already filed stay in place. → Automatic centralization of attachments

Pocket money¶

What is the pocket money balance?¶

The money the home holds for a resident who does not handle their own spending money: the monthly provision paid in, minus the purchases drawn from it. The Pocket money button on the resident’s record shows it; a red banner warns when it is overdrawn. → Pocket money

Why does a resident receive two invoices?¶

With pocket money, the purchases of the month go on a second invoice, paid out of the balance; the accommodation and the provision stay on the ordinary one. → Purchases and settlement

Technical interventions¶

How do I record a repair in a resident’s room?¶

Create a ticket in a Helpdesk team set up for Rooms maintenance, choose the Resident: the room and the stay fill in. Add the products, the time spent and the vendor bill to get the Ticket Cost. → Following an intervention

Can I charge a repair to the resident?¶

Yes, with Bill the intervention on the ticket: its cost is added to the resident’s supplement envelope of the month. → Billing an intervention