HealthONE Soft Go-live | Frequently Asked Questions

UConn HealthONE logo 270x123Following the appointment conversion weekend from Friday, April 6 – Sunday, April 8, 2018, UConn Health will go live with HealthONE’s scheduling application, Cadence, on Monday, April 9, 2018. The soft go-live of HealthONE’s scheduling application will impact end users who have a scheduling job function.

HealthONE Training Requirements

I have outstanding HealthONE training that I have not completed. Will I have access to the system at go-live?

No training. No access. No kidding. Staff who have a scheduling job function should complete their required HealthONE training by Friday, April 6, 2018. If you will not complete training by this date, please contact

Scheduling in HealthONE

How will staff schedule appointments with a service date that occurs on or after Saturday, April 28, 2018?

All appointments including cancellations, new and rescheduled appointments with a service date of Saturday, April 28, 2018, or beyond will be scheduled in HealthONE.

How will staff schedule appointments with service dates prior to go-live?

All appointments (cancelled, new and reschedule) with service dates prior to Saturday, April 28, 2018, will be scheduled in IDX.

Soft Go-live ‘At-the-elbow’ Support

Will there be support for staff during the soft launch?

Yes; go-live support will be provided by at-the-elbow (ATE) resources. ATE support will continue through go-live on Saturday, April 28, 2018, and will be supplemented with support from super users during go-live.

How can I identify an at-the-elbow (ATE) support person during the soft launch?

ATE support will wear black vests during the soft go-live and through the go-live. This will ensure that end users are able to easily identify resources.

Reporting Issues During Soft Go-live

How can I report a build/workflow issue during soft go-live?

Staff will be able to submit tickets for build/workflow issues through an ATE support person or by dialing 4400 option 1.

What are the hours of the command center during the soft go-live?

During soft go-live, the command center will be open Monday – Friday from 7:30 am to 5:30 pm to assist end users.

What information should I include when submitting a ticket?

  • Name of affected user
  • Contact information for call back (please provide a cell phone, if possible)
  • Computer name
  • The date/time the end user experienced the issue
  • Detailed description of the issue
  • Patient name, MRN and patient DOB, if applicable to the issue

General Issues and Communications

If I am unable to perform a task in HealthONE and I need to modify my scheduling template, who should I reach out to for assistance?

All template related issues should be escalated to your manager. Once escalated, your manager will determine if your template needs to be revised in order to perform your job function.

I printed a document in HealthONE, but the document did not print in my preferred location.

Beginning on Monday, April 9, documents and labels printed within HealthONE will print to the printer located nearest to the end user. If you are experiencing issues related to printing, please verify that you are logged into the correct location in HealthONE. For additional issues related to printing, please direct your questions to an ATE or call the command center.

Where can I check for updates regarding the soft go-live?

All soft go-live communications will be posted on Please bookmark this page on your computer.