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Learn about how Maica uses Service Agreements within the overall solution.
A Service Agreement is the financial construct under which a Participant receives services. This includes the ability to set up funding structures compliant with the NDIS, Aged Care and other funding arrangements. Service Agreement capture information such as Support Items, Price Lists as well as key dates during which the Service Agreement is valid.
The purpose of Service Agreements is to ensure that services are not delivered without verified funding. Maica considers the entire Participant Lifecycle as one connected process and therefore, it is critical that a Participant has the appropriate Service Agreement funding in place prior to receiving services.
Service Agreements are a fundamental concept in Maica and these records are essential to being able to deliver services to your Participants. Maica validates that the relevant funding, via a Service Agreement, is in place throughout the Maica lifecycle, including whilst managing:
Maica considers a Salesforce Contact to be a Participant (or Client) only when an active Service Agreement is captured. It is important to note that the Service Agreement does not need to be fully funded but it does need to exist.
Service Agreements provide you with assurance that a particular service to your Participants is financially covered. Maica will inform the end user, pending their permissions, that any available funding may be exceeded without actually stopping the service from proceeding.
Learn about how Maica uses Contacts within the overall solution.
A Participant is the person receiving services under the context of a Service Agreement. This includes information such as personal details, funding information, notes, preferences, among many others. Maica uses the native Salesforce Contacts object to capture Participants and you can learn more about Salesforce Contacts here.
Maica considers a Contact to be a Participant when an active Service Agreement is associated with the Contact record. The Service Agreement does not need to be fully funded but it does need to have the relevant Support Items for which services are being delivered.
The purpose of Participants is to capture the people receiving services and their relevant attributes and related information. This includes a number of default attributes, such as Age, Gender, etc as well as related information including their preferences, goals, notes taken, funding, and manh others.
The underlying Salesforce platform allows for the easy extension of any of these components using the platform configuration tools which you can learn about here.
Participants are used throughout Maica and are part of virtually every part of the Maica lifecycle. This starts from Intake, Profile Management, Service Agreements, Appointments, Invoices, and Reporting. Participants form one of the core concepts of Maica and without a Participant, not only can Maica not function, any healthcare service provider also can't achieve their goals without Participants.
Maica, like healthcare service providers, exists to empower the caring for Participants. We take great care to create a Participant profile that is relevant, useful and enjoyable to use.
If you are using a Salesforce edition in which Person Account is used (your system administrator will know), then please be assured that Maica will work within this architecture also.
Learn all about the key concepts and terms used within the Maica solution.
Whilst using Maica, you will come across a number of key terms so this articles aims to provide the necessary insights into the meaning of each of those.
Maica offers a setting to rename of these key terms to your preference, for example, if you want to rename Maica Participants to Clients, the settings allows for this to happen.
Learn about how Maica uses Assets within the overall solution.
An Asset is a non-human Resource delivering a service, either via an Appointment or a Shift. This includes information such as location details, availability, unavailability, skills, and the relationship to specific .
Typical Assets might be cars being used to deliver services, rooms being booked, as well as any equipment beign taken to and , such as medical equipment.
The purpose of Assets is to capture the various non-human delivering services. This has been architected as a record type on the data object rather than using the native Salesforce Contact. The main reason for this is to separate the workforce (human and non-human) from the overall Contacts/Participants in the system. Assets also capture fundamentally different information which lends itself moreso to a specific data object to manage this.
Assets are used widely in Maica, including associating them with and . This includes beign able to filter and select Assets for based on Skills and Availability.
In many ways, Maica treats Assets just like with some reduced functionality, such as capturing personal information as this does not apply to non-human .
There are many use cases where not only human care workers () are involved in the delivery of services but also non-human ones, such as cars, rooms, equipment, among many others. Maica offers the ability to treat these non-human just like your care team buy including them in the scheduling, filtering, and rostering of your services.
A Participant is the person receiving services under the context of a Service Agreement. This includes information such as personal details, funding information, notes, preferences, among many others.
A Resource is the person delivering the services, such as a care worker, physio, nurse, etc. This includes information such as personal details, availability, skills, among many others.
An Asset is a non-human Resource, such as a room, car, or medical equipment. Anything that needs to be scheduled or managed outside of your actual care team can be considered an Asset within Maica.
A Service Agreement is a critical concept in Maica as this forms the financial structure under which services are delivered (via Appointments). Any Participant receiving services must have a valid Service Agreement in place; this means the Service Agreement dates must fall within the date of the service and the relevant funding items must be present.
An Appointment Service is a critical concept in Maica as this forms the structure under which services (via Appointments) are delivered and then billed. An Appointment Service groups a set of related Support Items (by Service Day, Service Time and Support Category) which Maica then uses for billing.
An Appointment is the primary process by which Maica allows you to deliver direct services to Participants. Appointments capture information on Participants, Resources, Appointment Services, and many other elements to bring together the delivery of direct services.
A Shift is the primary process by which Maica allows you to roster Resources for certain times at certain locations. This includes the ability to generate recurring rosters across various time periods. Shifts capture information on Resources, Shift Services, Location, and many other elements to bring together the rostering of your care team.
A Delivery Activity is the key output of a delivered service (via Appointments); this record links the service delivery to the billing engine with references to the Service Agreement and Invoices. This can be considered an adminstrative record but an important concept to understand.
A Checklist consists of a number of Checklist Items that can be assigned to either Appointments or Shifts and shown to the end user either before, during, or after an Appointment or Shift for completion.
An Invoice represents the billing process used by Maica for various funding structures, including the NDIS and Aged Care. Invoices are automatically generated by the Maica billing engine based on Service Agreement, Appointments, and Delivery Activities.
A Support Item is the product (or service) being delivered to a Participant, such as a physiotherapy massage or a wheelchair. Anything that is to be billed under a Participant's Service Agreement will be managed as a Support Item by Maica.
Learn about how Maica uses Appointment Services within the overall solution.
An Appointment Service is an absolutely critical concept in Maica as this serves as the basis for creating a family of related Support Items for the purposes of billing. An Appointment Service captures all Support Items that essentially deliver the same service but at different times and days, so the billing engine can determine which specific Support Item to bill against. A typical example of an Appointment Service might be:
Therapy Services
Occupational Therapy
Weekday
Morning
Occupational Therapy
Saturday
Morning
Occupational Therapy
Sunday
Morning
Occupational Therapy
Anytime
Anytime
An Appointment Service also captures the required Skills and Checklists to deliver the service but the primary purpose of an Appointment Service is to control billings.
The purpose of Appointment Services, and by far the most significant advantage, is to abstract the need for the end user (or Resource) to select a specific Support Item at the time of managing the Appointment or Shift. The best way to describe this is via an example...let's take the above Appointment Service. If an Appointment or Shift is delivering this service, there is a potential difference in cost for the Participant if this service is delivered in the morning versus the evening, via specific Support Items for either time.
As the Resource managing the Appointment or Shift though, we don't believe the selection of this specific Support Item should be required and the configuration of the Appointment Service abstracts this selection. The Resource simply selects Therapy Services as the Appointment Service without needing to be concerned about when the service is being delivered.
The Maica billing engine will determine at the time of billing which specific Support Item needs to be selected for billing rather than the end user (Resource) having to do this.
Appointment Services are used throughout the delivery of services within Maica. They are particularly important when managing Appointments as this will determine what is being delivered to your Participants. Appointment Services are also utilised in the following features:
The selection of a specific Support Item associated with an Appointment Service happens in Maica's billing engine at the time of billing.
We totally appreciate that the concept of Appointment Services might be a little difficult to understand at first but, ultimately, they are designed to make life easier and abstract your care team from additional administration overhead during the management of Appointments or Shifts.
Learn about how Maica uses Resources within the overall solution.
A Resource is a person delivering a service, either via an Appointment or a Shift. This includes information such as personal details, availability, unavailability, skills, and the relationship to specific Participants.
A Resource record is linked to a Salesforce User record to provide access to Maica and the underlying Salesforce platform.
The purpose of Resources is to capture the care team delivering services. This has been architected as its own data object, called Resource rather than using the native Salesforce Contact. The main reason for this is to separate the workforce from the overall Contacts/Participants in the system. Resources also capture fundamentally different information which lends itself moreso to a specific data object to manage this.
Resources are used widely in Maica, including associating them with Appointments and Shifts. This includes beign able to filter and select Resources for Appointments based on Skills and Availability. In addition, Maica generates Timesheets for Resources when Appointments or Shifts are completed successfully.
Resources, via their Salesforce User record have access to Maica and the underlying Salesforce platform through the web browser or a number of available mobile applications.
Resources, or your care team, are the backbone of your organisation, making a real difference to your Participants. We are proud to have built a powerful and enjoyable application for your team to use and ensure that the focus remains on the quality of service to your Participants.
Learn about how Maica uses Locations within the overall solution.
Locations in Maica specify a particular geographic address that may be used across your organisation. A typical example of this might be a wellness centre, therapy studio, or headquarters.
Locations capture information such as MMM classifications, addresses, and geolocation coordinates derived from Google, via Maica's Google Maps API integration.
The purpose of Locations is to abstract the actual address information from the end user (or Resources) when managing either or . The end user does not need to be concerned with entering the right address everytime an or is managed but rather can simply select the Location.
Locations are primarily used when managing and . This allows the end user to simply select a Location rather than entering an address manually. Maica's Google Maps API integration also uses Locations to geo-code each one which is then used to calculate travel times between . Locations are also set for each as their primary Location so Maica can track the travel time from this address.
Locations are a good way to abstract the management of addresses manually, so we encourage you to capture Locations for each address that is used more than once and should be globally accessible.
Learn about how Maica uses Shifts within the overall solution.
A Shift, whilst similar to , is the principal way of organising your into timeslots across your locations, including capturing the following key information:
who are delivering the service as part of the Shift
(Shift Service) which are being delivered as part of the Shift
at which the Shift is being held
Recurrance if the Shift is a repeating service being delivered
You can learn how to create Shifts .
A Shift sets out the structure under which are rostered on a , including on a recurring basis. They are visually represented in the and can be accessed using either the web browser or mobile device (using the Salesforce mobile application).
The primary difference between Shifts and is that Shifts do not have specific associated with the Shift. The overall purpose of a Shift is to place at a specific at specific (and potentially recurring) times.
In Maica, Shifts form the central mechanism by which information about rosters is captured and managed. Shifts are primarily managed through the and can be created or managed by any authorised end user, whether this be a dedicated scheduling team member or the themselves.
It's important to understand the main differences between Shifts and , so we can best summarise this as follows:
are structured to allow to receive specific services at specific times.
Shifts are structures to place at a during specific times.
Both, and Shifts can be recurring and will automatically be generated by Maica.
Learn about how Maica uses Timesheets within Maica.
A Timesheet is a record to capture time spent delivering services for a given . This includes information about the or related to the service, any breaks taken as well as travel times where applicable.
Timesheet records are not technically critical to the lifecycle within the Maica solution although the typical purpose is to provide an award interpretation and payroll system with the relevant data to process payments for your .
Timesheets are generated following the successful completion of either or , via checking out or quick completing these.
Timesheets can be enabled or actually fully disabled in Maica. If enabled, each Resource can then be set up for Timesheets generation individually.
Timesheets are a very typical way for Maica to pass information to award interpretation and payroll solutions.
Learn about how Maica uses Appointments within the overall solution.
An Appointment is the principal way of organising services to your into timeslots across your care team, including capturing the following key information:
who are being serviced as part of the Appointment
who are delivering the service as part of the Appointment
which are being delivered as part of the Appointment
at which the Appointment is being held
Recurrance if the Appointment is a repeating service being delivered
You can learn how to create Appointments .
An Appointment sets out the structure under which services are delivered to . They are visually represented in the and can be accessed using either the web browser or mobile device (using the Salesforce mobile application).
In Maica, Appointments form the central mechanism by which information about delivered services is captured and managed. Appointments are primarily managed through the and can be created or managed by any authorised end user, whether this be a dedicated scheduling team member or the themselves.
The majority of service delivery and billing is managed via Appointments, with the exception of , and therefore these records form a fundamental part of Maica. With the use of various available sections and custom fields, you can really make the Appointment management experience your own.
Learn about how Maica uses Price Lists within the overall solution.
A Maica Price List is a collection of and their associated unit prices within the Price List. This allows you to configure multiple Price Lists and charge varying amount for your services, via , without having to replicate .
The purpose of Price Lists is to control a consistent pricing strategy across an organisation, where services, given the same circumstances, are charged at the same unit prices. This primarily prevents pricing errors as well as manual administration of individual .
The main use case for Price Lists is to associate them with to control pricing for the duration of the , although this can be changed throughout of course.
Price Lists are a fairly straight forward concept but offer a significant advantage in managing service pricing throughout the journey. Whilst multiple Price Lists are not required (only one is mandated to manage ), we encourage you to arrange your pricing structures across multiple Price Lists to ease the administration burden as well as prevent billing errors.
A Delivery Activity is the technical output of a delivered service; it essentially represents each delivered service to each . It is very unlikely that the average end user (or ) will need to be concerned with these records, as it is a fairly technical record. The information captured on a Delivery Activity will include the following key information:
Key Dates
A reference to the which delivered the service to the
A reference to the Item funding the delivered service for the
Billing information to ensure Maica's billing engine can process the delivered service
Let us further explain this via an example:
If an is scheduled to deliver occupational therapy to 2 , the will have two Delivery Activities, one for each Participant for the service.
Each Delivery Activity will be billed according the underpinnig the service for each .
The purpose of Delivery Activities is to track delivered services and create a billing record that can be processed by Maica's billing engine. This essentially abstracts the from the billing and allows administrators to manage specific billing scenarios as required by any relevant business process.
Delivery Activities are a backend process and get generated when scheduling Appointments to deliver services to Participants. The Maica billing engine then reads the Delivery Activities to inititate the appropriate billing logic.
The generation of Delivery Activities is totally controlled by Maica, there is no reason to manually interact interact with these records. You are able to change them in case the billing logic execution produced incorrect results but, outside of this use case, these will just run in the background.
Learn about how Maica uses Support Items within the overall solution.
A Support Item is used to define a distinct service or product being delivered to a Participant, such as an occupational therapy session or wheelchair. Support Items capture information about the service itself as well as the service day (weekday, Saturday, Sunday, etc) , service time (morning, afternoon, etc), and many other attributes to define what a service is and how it is delivered.
A typical example of a Support Item might be:
The purpose of Support Items is to define the service being delivered as well as capture them in the Service Agreement for a Participant. A number of funding strutures may use Support Item differently, for example, in the NDIS, Support Items are billed differently depending on when a service is delivered. In this case, it would be useful to have mutliple Support Items for each time (such as morning or afternoon) and associate these with the appropriate Price List.
Support Items are used widely within Maica, including in the management of Service Agreements, Appointment Services, and Invoices. These records bring together the funding captured under a Service Agreement with the Appointment Service being delivered within an Appointment or Shift.
Support Items are the backbone of setting up your services, particularly via Appointment Services. We would typically expect a Maica solution to have potentially hundreds of Support Items to distinguish between each service. There is absolutely no issue with having many Support Items in your catalogue.
Therapy Services
Weekday
Morning
Hours
Wheelchair
Anytime
Anytime
Unit
Support Coordination
Saturday
Anytime
Hours
Learn about how Maica uses Invoices within the overall solution.
An Invoice is the financial record capturing the delivered services required to be billed. This includes several Invoice Line Items, one for each delivered service across a billing period which essentially dictates how long an Invoice is open for before being finalised.
The prupose of Invoices is to ensure Maica captures all financial obligations to a Participant's Service Agreement. This primarily records what needs to be billed, using a number of funding structures, and also reduces the available funding on a Service Agreement.
Invoices are primarily used within Maica's billing logic where records are created based on completed Appointments or Shifts. Similar to Delivery Activities, Invoices are largely a backend record and mostly managed by Maica's automation.
It is quite common that Maica submits Invoices to external finance systems, like Xero to which Maica has a pre-configured integration.
Invoices are an essential component in the billing execution logic and typcially require no manual intervention. Solution administrators may manage these records if required but this would be unusual.
Learn about how Maica uses Checklists within the overall solution.
A Checklist is essentially a list of applicable tasks (Checklist Items) that a Resource will perform and acknowledge either before/during/after an Appointment or Shift. A typical example of this might be to do a COVID test, complete an assessment, or greet the Participant. An example of a Checklist might be:
Pre-Appointment Check In
Greet Participant
Before
COVID Test
Before
Complete Assessment
After
The purpose is to control tasks that need to be completed as part of an Appointment or Shift that are not billable to a Participant's Service Agreement but are required for compliance, security, or client care.
Checklists are used within Appointments and Shifts to show at various points throughout the journey, including:
Check In
Check Out
Appointment Management
Shift Management
Checklists are a really good way to get your Resources to perform tasks that are either common to your process, address compliance issues or simply record that the right tasks are done at the appropriate time.
You can then easily report on progress whether this be the completion or not of certain tasks (Checklist Items).