Issue
When performing an HCP lookup in CATS Mobile using MedPro Instant Validation, users may receive the error:
“The record from MedPro does not contain enough information to be saved. Please call the Help Desk for assistance.”
This occurs when the data returned from MedPro does not meet the minimum requirements to create an HCP record in CATS. In many cases, state licensing boards do not provide a full address or other mandatory information, which prevents the record from being added automatically.
Resolution / Workaround
Manually add the HCP in CATS Mobile.
Enter all available HCP details (Name, NPI if known, License number, etc.).
Include as much address information as possible (facility, city, state, or what is provided).
Use the “Validate HCP” option after saving the record.
This allows the license (SLN) to be validated even when the HCP was added manually.
Communicate to the user: This behavior is expected when MedPro data is incomplete. The workaround is to manually add the HCP and then validate.
Escalate if needed: If the user continues to encounter issues after following the above steps, escalate to the Help Desk.
Notes
This is a data limitation, not a system defect.
The process is the same regardless of client, HCP, or state board.
Always instruct the user to enter manually and validate afterward.