Questions and troubleshooting
Common questions
My changes disappeared. In the trial, the sample data lives in your browser tab. A new tab starts fresh, and closing the tab throws changes away. See About this trial. At the clinic, everything is saved on the clinic's server.
I cannot find a menu item someone else has. The menu follows your role. The front desk does not see clinical screens; clinicians do not see billing. If you need something your role does not include, ask the administrator.
A page says "Not available with your roles". Your role does not allow that screen. The menu hides it, but a typed or shared address can still lead there.
I was signed out. After 30 minutes without activity Mova signs you out, with a warning three minutes before. After 12 hours, everyone signs in again.
Mova asks me to confirm it is me. Some changes, such as inviting staff or changing roles, need a fresh sign-in in the last ten minutes. Confirm, and you return to the same page.
The six-digit code is refused. Make sure your phone sets its time automatically, and wait for the next code. After five wrong tries the account locks for a while.
I have a new phone. Ask the administrator to reset your authenticator. You set it up again at your next sign-in.
Why is a patient shown as "Booked" and not "Confirmed"? Visits more than two days ahead wait for the patient to confirm. See Confirmations.
Why did a late patient go after someone who arrived later? A patient checked in after the grace period is seen after those who came on time, so one late arrival does not delay everyone. See Late arrivals.
Why can I not start the session? Before the session found a blocker: a dangerous reading or a missing consent. Read it, then either deal with it or choose Start anyway with a reason. See Before the session.
Why can I not edit a signed note? Signing seals a note. Add an addendum beneath it instead.
Were the reminders sent? At the clinic, reminders go out on their own at the set time. In the trial, nothing is sent; Send now only marks a message as sent.
Where is the waiting-room display, or the kiosk? On the schedule: Waiting-room display, and Check-in kiosk once the administrator has switched the kiosk on.
How do I print? Day sheets, receipts, documents, prescriptions, handouts, consent forms and pay statements each have a Print button. Printing removes the menus and buttons from the page.
What time zone does Mova use? Manila time, everywhere, whatever the computer's setting.
Glossary
| Term | Meaning |
|---|---|
| Addendum | Something added to a note after it was signed, dated and signed itself |
| Blocker | A finding on Before the session that stops the start without a recorded reason |
| Booked | In the schedule, waiting for the patient to confirm |
| Confirmed | The patient said they will come, or booked within the last two days |
| Countersign | A physician's second signature on another clinician's note |
| Course | A series of therapy sessions prescribed together, such as twice a week for six weeks |
| Day close | Counting the cash drawer at the end of the day against what was taken |
| HMO | A health maintenance organisation that pays for covered visits |
| Intake | The first-visit questions, with the red-flag screening |
| LOA | Letter of authorisation from the HMO for a visit |
| MFA | Signing in with a password and a code from your phone |
| Package | A number of sessions of one service, paid up front at a saving |
| Patient number | The number on every receipt, such as MV-2026-0042 |
| PWD | Person with disability; a PWD ID gives a 20% discount |
| Re-evaluation | A progress note with outcome measures, due every 6 sessions or 30 days |
| Red flag | An intake answer that may point to something serious |
| Senior citizen | Aged 60 or over; a senior citizen ID gives a 20% discount |
| Step-up | Confirming it is you before a sensitive change |
| Variance | The difference between the cash counted and the cash expected at the day close |
| Waitlist | Patients waiting for a slot, offered the next cancellation that suits them |
Getting help
- Using Mova: ask the clinic administrator.
- Something looks wrong: note the screen, what you did and what you expected, take a screenshot, and send it to the administrator. In the trial, send it to the person running the trial.
- A privacy concern: tell the administrator. Patients can message the clinic from the portal.