Policies - Requests for adjustments to available or added cycles

We occasionally receive requests from end users for adjustments to cycles on their database after they have been added to a particular patient or donor. We set out below IMT Matcher's policy regarding any such requests. 

Examples of non-standard scenarios that can occur after a cycle is added to a patient 

Cycle added by mistake

• E.g. a user accidentally added a cycle to the wrong patient

Re-scheduled patient expected Day 0 date

• E.g. a cycle added for a patient, but then the patient tested positive for Covid-19 and was required to re-schedule their cycle expected Day 0 date.
• E.g. a cycle added for a patient, but then the patient's follicle stimulation failed so the cycle expected Day 0 date had to be re-scheduled.

Warning message displayed that one type of cycles is running low

• E.g. an end user database has run low on Major cycles, though many Minor cycles are still available, and would like to exchange some Minor cycles into Major cycles, or vice versa. 

A reminder of how cycles can be ended within Matcher

After a cycle has been added to a patient within the Matcher database, it will stay available indefinitely, until the first procedure is witnessed.

When the first procedure has been witnessed within a cycle then a 10 day time-out automatically begins. 

An end user may manually end the cycle when they have finished all required procedures.

If you have ended it by mistake and need to re-open it you may do so, so long as this is still within the 10 day time-out period. To do so, open the patient's details from within the desktop application, select 'Edit' and a button called 'Open cycle' will appear, select this button, then select 'OK'. 

If the cycle is not manually ended within 10 days after the first procedure is witnessed, then after 10 days the cycle will automatically end. 

Resolution of non-standard scenarios

In any scenario where a cycle has been added and at least 1 procedure has been witnessed within the cycle, then the cycle has been used and it cannot be adjusted (deleted, credited, or exchanged). 

• Even when only 1 procedure has been performed, the functionality that has been actively used includes as a minimum: user ID security, labelling, workflow scheduling, electronic witnessing and process mapping.
• In addition, further functionality that has been made available and may have been actively used includes: patient ID security, lot tracking, cryo management and reporting.
• On top of all the development, implementation, equipment supply, IT networking, and support that underpins all usage. 

In any scenario where a cycle has been added but no procedures witnessed within it, and the cycle has not been ended manually, then the cycle remains available indefinitely until the patient returns for their re-scheduled treatment. You don't need to do anything - the cycle will remain available and display in the scheduler on the new date, and you don't need to end the cycle or add a new one. 

In any scenario where a cycle has been added but no procedures witnessed, and the cycle has already been ended manually, then you may make an exceptional request for the ended cycle to be credited back. IMT Matcher will not consider any exceptional request regarding any cycles that were added more than 12 months earlier. 

Any number of cycles of one type can be exchanged for the corresponding number of cycles of another type that adds up to the same value. E.g. 1x Major cycle (@ 100% fee) can be exchanged for 2x Minor cycles (@ 50% fee each) or 10x Other cycles (@ 10% fee each). 

Exceptional change request process

• You should email an 'Exceptional change request form' (https://matchersupport.zendesk.com/hc/en-us/articles/360001998713-Forms-Exceptional-Change-Request-Form) to [e-mail].
• A member of the IMT Matcher support team will remote on to your database to perform various checks and approve the request.
• Subject to approval, they will upload an adjustment licence file to your database to effect the change, or send it by email to be uploaded by the end user. 

Other

If you have a request that falls outside of any of these scenarios please contact [e-mail] to discuss.