Closing a FIX List item
A FIX List item isn't done when someone says it's done. An Issue is Fixed when something real has changed — a Standard is published, a recovery task is done, a conversation has been held — and Proven when the fix has held. This page explains the statuses, what SOPHIE asks when you move an item, and what happens when an item stalls.
Statuses
| Status | What it means |
|---|---|
| Open | On the list, not started. |
| In progress | Someone is working on it. |
| Fixed | The fix is in place. For an Idea, this reads Adopted. |
| Proven | The fix has held. |
| Archived | Closed without going through Fixed — or closed after it. For an Idea, this reads Declined. |
Open and In progress items are on the Active tab; Fixed, Proven and Archived items are on Completed.
Change an item's status
Click the status in the item's header and pick the new one. Only the moves that make sense are offered:
| From | Can move to |
|---|---|
| Open | In progress, Fixed, Archived |
| In progress | Open, Fixed, Archived |
| Fixed | Proven, In progress, Archived |
| Proven | In progress, Archived |
| Archived | Open |
Info items are never Fixed or Proven — once they've been shared, archive them (or promote them to an Issue).
You can also click Fix it in the eXecute section to move an item to Fixed.
Mark it Fixed
SOPHIE asks How was it fixed? Choose one:
- A new or updated SOP, already published
- A recovery task, done
- A coaching conversation (Issues only) — say what the conversation is about, and click Put it on my My Day to schedule it.
- Assign training (Issues only) — choose who and which published Standard, and click Assign training.
Click Mark Fixed. If the fix isn't finished yet — the Standard isn't published, or the task isn't done — the item tells you what it's waiting on, for example "Fixed when the SOP publishes."
Mark it Proven
Proven means the fix held. SOPHIE asks How was the fix verified?
- The practice system shows it
- An uploaded photo or file — attach it.
- The team acknowledged the SOP
- The owner confirms — nothing to measure
After an item is fixed, SOPHIE watches it for 30 working days. If you verify it during that window, it becomes Proven when the window ends — unless the problem comes back first. If it does come back, the item says so and shows what came in.
Archive an item
- An Issue that hasn't been fixed can't simply be archived. Choose Ask for an exception, explain why this one should close without a fix, and click Ask for exception. The practice manager or owner decides. An approved exception archives the item with an Exception badge, and it doesn't count toward your Proven numbers.
- An Idea — say why it's declined.
- After Fixed or Proven — a line on why is enough. It stays on the item.
- Info — no question asked.
When an item stalls
If your practice enforces response times, each item has a deadline to be acknowledged and to have the fix moving. When the window passes, the item shows Manager review required, and the owner's manager can:
- Reassign it,
- Extend it by 1 to 30 working days,
- Approve an exception, or
- Hold a conversation.
An item also shows Stalled on the list when manager review is waiting or nothing has happened to it for two weeks.
Good to know
- Who decides exceptions: department leads and above can ask for one; only the practice manager or owner can approve or decline it.
- Moving an item back — Fixed or Proven items can go back to In progress if the fix didn't take, and Archived items can be reopened.
- Closing applies everywhere — an item that applies to several locations closes in all of them at once.