Summary:

Users may notice that phone numbers or email addresses entered in the Member Details screen appear to save successfully but are missing the next time the record is opened. This is typically due to not setting the updated contact as the Preferred entry in the Phone Numbers section.

Applies To:

• GuidingCare Platform

• CHN Network Users

• Care Managers and Supervisors updating member demographics

Root Cause:

When updating a member’s contact information in GuidingCare, the top section of Member Details only displays Preferred Phone and Preferred Email values.
If the user adds or edits a phone number but does not mark it as the Preferred Phone, the system retains the data in the grid but does not update the demographic display.
After the next data refresh or sync, this can appear as if the new information “did not save.”

Resolution Steps:

1. Open the Member Record in GuidingCare.

2. Click on the Edit icon under Member Details and update the phone number or email as needed.

3. Scroll down to the Phone Numbers section.

4. Locate the new or updated phone entry in the grid.

5. Check the box under the Preferred Phone column for that number.

   • This ensures that this phone becomes the displayed and active contact number.

6. Click Save to confirm.

7. Refresh the page (Ctrl + F5) to verify that the new number appears in the top Member Details section.

Example:

In the screenshot below, after editing the phone number “818-818-8181,” the user must select that line and check the Preferred Phone box before saving.
If skipped, GuidingCare will continue displaying the old number or show the field as blank.

Additional Notes:

• This behavior applies to Addresses  fields as well. If multiple emails are listed, ensure one is marked as Preferred.

• If you complete these steps and still see the number disappear after a day, contact Support to confirm whether the BA file sync is overwriting member demographics.