TABLE OF CONTENTS

• How Breakthrough Matches Patient Data in Prompt
• Breakthrough Phases and Phasing Logic
• Troubleshooting Breakthrough × Prompt Integration Issues
• Reporting a Phasing Disagreement to Breakthrough Support

How Breakthrough Matches Patient Data in Prompt

Breakthrough integrates with Prompt to automatically keep patient phasing and status up to date, without requiring manual updates.

To do this, Breakthrough first needs to confirm that it is looking at the correct clinic location and the correct patient record. This article explains how Breakthrough matches patient data in Prompt and how phasing is determined.

How Location Matching Works

Breakthrough Location ID + Prompt Facility ID

For Breakthrough to successfully pull patient data from Prompt, two IDs must match:

• Breakthrough Location ID — Identifies your clinic location within Breakthrough.
• Prompt Facility ID — Identifies that same clinic location within Prompt.

These IDs act like two matching identifiers for the same clinic. When the Breakthrough Location ID and Prompt Facility ID match, Breakthrough can confirm that it is pulling data from the correct location.

If the IDs do not match—or if the Prompt Facility ID is missing—Breakthrough cannot establish the connection, and the patient's data will not come through.

Breakthrough Uses the Most Recent Case

A patient may have multiple cases in Prompt over time. For example, a new case may be created when a patient begins a new course of treatment.

Breakthrough does not evaluate the patient's entire case history. Instead, it looks only at the patient's most recent case and treats that case as the source of truth.

All phasing and status decisions are based on the information contained in that most recent case.

The Most Common Reason a Patient Doesn't Import

Most patient import issues are related to the Facility ID on the patient's most recent case.

There are two common scenarios:

Facility ID is missing

• The Facility ID field is blank on the patient's most recent case.
• Breakthrough has no location identifier to use for matching.

Facility ID is mismatched

• The Facility ID on the patient's most recent case does not match the Breakthrough Location ID.
• Because the identifiers do not match, Breakthrough cannot confirm that the patient belongs to that clinic location.

Breakthrough Phases and Phasing Logic

Breakthrough automatically updates a patient's phase based on information found in the patient's most recent case in Prompt.

Patients can move through up to four phases:

Free Screen → Initial Eval → Plan of Care → Graduated

No manual phase update is required. Breakthrough checks the information available in Prompt and assigns the phase that corresponds to what it finds.

Phase 1: Free Screen

Based on: Visit data

In Prompt, a Free Screen is called a Discovery visit.

After confirming the Facility ID match, Breakthrough checks the patient's most recent case for the most recent Discovery visit and mirrors its status.

Phase 2: Initial Evaluation

Based on: Visit data

Initial Evaluation follows the same logic as Free Screen, but Breakthrough looks for an Initial Evaluation (IE) visit instead of a Discovery visit.

Phase 3: Plan of Care

Based on: A note—not a visit

Plan of Care works differently from Free Screen and Initial Evaluation.

In Prompt, a Plan of Care is a specific type of note/document added to the patient's case. Breakthrough checks the patient's most recent case to determine whether a Plan of Care note is present.

Plan of Care note present → Patient Scheduled Plan of Care

Breakthrough also pulls an expected graduation date based on the length of the Plan of Care entered on the case. For example, a six-week Plan of Care results in an expected graduation date approximately six weeks out.

Expected Graduation Date

A previous issue caused incorrect expected graduation dates to be pulled for some patients. If a client reports that an expected graduation date appears incorrect, the patient may need to be resynced to pull the corrected date.

Phase 4: Graduated

Based on: A note—not a visit

Breakthrough checks the patient's most recent case for a Discharge note.

Discharge note present → Graduated

This is the only circumstance that automatically moves a patient into the Graduated phase. There is no other trigger that automatically moves a patient to Graduated.

Troubleshooting Breakthrough × Prompt Integration Issues

When something looks incorrect in Breakthrough—such as a missing patient, duplicate contact, or a phase that does not appear to be updating—start with the following common causes.

1. Check the Facility ID / Location ID

This is the most common reason patient data is missing or appears incorrect.

First, check the patient's most recent case in Prompt.

Confirm:

• Is the Facility ID present?
• Does the Facility ID match the Breakthrough Location ID?

If the Facility ID is missing or does not match, Breakthrough cannot correctly associate the patient with the appropriate clinic location.

2. Check for Duplicate Contacts

Duplicate contacts are often caused by small differences or typos in the patient's information between Breakthrough and Prompt.

For Breakthrough to connect two records as the same contact, the following information must match exactly:

• First Name
• Last Name
• Email
• Phone, if there is no email

Even a small difference—such as an extra space, a nickname instead of a legal name, or a typo—can cause Breakthrough to create a duplicate rather than match the existing contact.

Tip: When investigating a duplicate contact, check for typos in the patient's name, email address, and phone number before assuming there is a deeper integration issue.

3. Archived Status Is Not Currently Read

Breakthrough does not read the Archived flag in Prompt.

Instead, Breakthrough only checks information such as:

• Whether a Discovery or Initial Evaluation visit was scheduled
• Whether a Discharge note is present
• Whether a Plan of Care note is present

For example, if a patient had an Initial Evaluation that resulted in a no-show several years ago and was then marked Archived instead of being properly discharged, Breakthrough can continue to show the patient as Initial Eval No Show.

How to Resolve This

Simply marking a patient as Archived will not update their phase in Breakthrough.

To update the patient's phase, add the appropriate information to the case in Prompt, such as:

• A proper Discharge note
• A new visit
• A Plan of Care note

Breakthrough will then use the information on the patient's most recent case when determining the appropriate phase.

Reporting a Phasing Disagreement to Breakthrough Support

Before submitting a ticket to our team about a phasing disagreement, collect the necessary information directly from Prompt.

Breakthrough cannot see into a client's Prompt environment, so we need some important information from you. The integration only provides Breakthrough with the information pulled from Prompt, so Product needs the relevant Prompt details in order to investigate the issue.

Providing this information upfront helps avoid follow-up questions and speeds up the investigation.

Step 1: Collect the Basic Information

Always include the following information, regardless of the type of phasing issue:

Case Timing

• When was the patient's most recent case opened?

Facility ID

• Is the Facility ID present on the patient's most recent case?
• What is the Facility ID?

Visit Dates

• When were the visits scheduled for that case?

Step 2: Include Details Specific to the Disagreement

Depending on the type of phasing disagreement, also provide the following:

Free Screen or Initial Evaluation Dispute

• When was the Discovery or Initial Evaluation visit?
• Did the patient show, no-show, or cancel?
• What were the exact dates involved?

Graduation Dispute

• If the patient was supposed to be discharged, was a Discharge note added?
• If so, what date was the Discharge note added?

Plan of Care Dispute

• When was the Plan of Care added to the case?
• What expected graduation date was listed on the Plan of Care?

Ready to Submit

When submitting the ticket to Product, include:

1. The Step 1 basic information
2. The Step 2 details that apply to the specific type of phasing disagreement

Tickets submitted without this information will typically be returned with follow-up questions. Gathering the details from Prompt before submitting the ticket is the fastest way to get the issue investigated and resolved.