What You Need to Know

1. More Drop-in Labs This Week: Focusing on encounter notes and signing encounters, Wednesday and Thursday, 6:30 to 11 a.m. and 3 to 7:30 p.m. in the Outpatient Pavilion training room S-8102.
2. Scanning Reminder: Front desk/front end scanners are for insurance cards, photo IDs, and ABNs only. All other documents that need to be scanned into the medical record should go to the HIM Department for scanning.
3. Got a Coding Question? Email codinghelp@uchc.edu.

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Provider Go-Live Updates

Signing Notes and Closing Encounters

Tip sheets have been developed to guide providers through the steps of signing a note and closing an encounter within the system, and we just added a quick video in which Dr. Dirk Stanley, our CMIO, talks you through it—See “CHAPTER 2: SIGNING A VISIT” on the For Providers page. In addition, tutorial videos will also be available in Saba for providers to view. If you have questions regarding signing notes or closing encounters in HealthONE, please reach out to an ATE or call the Help Desk at x4400 option 1.

As a reminder,  all encounters must be closed within 72 hours.

Support Transition

Each day into post-go-live, our end users are getting more proficient. As that trend continues, we’ll start tapering off the number of at-the-elbow personnel, relying less on ATEs and more on our super users. This will happen gradually over the next several weeks. We’ve monitoring the support requests and will continue to deploy resources accordingly.

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HealthONE Success Stories

Report from the Willow team the day of go-live:

We went off critical override at 1 p.m. on Saturday, which is awesome as we try to make sure organizations are able to switch this off within 48 hours. Critical override is used by pharmacy and nursing to avoid any integration or user error issues from getting in the way of dispensing and administering medications in an efficient manner. Switching it off is often seen as a vote of confidence for our system integration by the pharmacy. Our pharmacists hardly even noticed our switch which is an awesome testament to our Pyxis integration and nursing training.

Got a HealthONE success story? Please reply to this email so we can feature it in upcoming HealthONE communications.

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HealthONE Facts

Through our first week, myHealthONE activation codes were offered to 78 percent of patients seen, and 3 percent are already active.

What You Need to Know

1. Personalization Lab Added: An additional drop-in provider personalization lab will be available Monday, May 7, from 7 to 11 a.m., Connecticut Tower Room 6023 (6^th floor).
2. Additional Dragon Training: Coming soon: more training sessions for Dragon Medical One, the new cloud-based dictation system. Look for details on classroom and drop-in sessions next week.
3. HealthONE on TV: We’ve been featured twice now on NBC Connecticut. If you missed either of them, watch the videos here.

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Provider Go-Live Updates

Signing Notes and Closing Encounters

Tip sheets have been developed to guide providers through the steps of signing a note and closing an encounter within the system, and we just added a quick video in which Dr. Dirk Stanley, our CMIO, talks you through it—See “CHAPTER 2: SIGNING A VISIT” on the For Providers page. In addition, tutorial videos will also be available in Saba for providers to view. If you have questions regarding signing notes or closing encounters in HealthONE, please reach out to an ATE or call the Help Desk at x4400 option 1.

As a reminder,  all encounters must be closed within 72 hours.

Phases of Care and Order Sets

When placing orders for dialysis, a procedure or surgery please use the associated order sets. Order sets streamline the process of placing orders with the appropriate phase of care. A phase of care indicates when the patient should receive certain medications, vital signs and other orders within the course of an event. For example, a pre-op medication will have the pre-op phase of care indicated but the procedure itself will be active immediately so that it can be scheduled or booked.

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HealthONE Success Stories

Across the system staff and patients are realizing the full benefits HealthONE. If you have a HealthONE success story, please reply to this email so we can feature it in upcoming HealthONE communications.

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HealthONE Facts

A team of approximately 150 support personnel has been quite busy in the command center during this first week since activation. They are here as a resource for you, and to help us as an institution become proficient in our transformation of health care delivery.

What You Need to Know

1. Inputting Charges in HealthONE: The revenue cycle process is an essential part of our transformation. The HealthONE team is actively working to ensure that all charges are accurately accounted for within the system. If you are unable to submit charges or you are having issues identifying appropriate charging/codes in the system, please contact the Help Desk to log a ticket immediately.
2. HealthONE Town Hall: Next week on Wednesday, May 9 at 4:30 in the Massey Auditorium, the HealthONE team will be hosting a second Town Hall. All employees are welcome to participate and ask questions. If you are curious about HealthONE or would like to learn about our successes thus far, stop by the Town Hall next Wednesday.
3. Completing Notes: When completing a note within the system, please remember to remove wildcards (***) from your note. Without the removal of wildcards (***), your note will remain incomplete. For assistance with this process, please reach out to an ATE or super user.

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Provider Go-Live Updates

Signing Notes and Closing Encounters

Tip sheets have been developed to guide providers through the steps of signing a note and closing an encounter within the system. In addition to these tip sheets, tutorial videos will also be available in Saba for providers to view. If you have questions regarding signing notes or closing encounters in HealthONE, please reach out to an ATE or call the Help Desk at x4400 option 1.

As a reminder,  all encounters must be closed within 72 hours.

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Ticket Resolution Notifications

The Help Desk has implemented a ticket resolution notification for all reported incidents. Once your issue has been resolved by the Help Desk, you will receive an email notification with a description of the resolution. If you have any questions regarding your resolution, please contact the Help Desk for further details.

As a reminder, when reporting a ticket to the Help Desk, please be sure to include the following information:

1. Name of affected user
2. Impacted PC, printer or device number
3. Location including: Building name, floor and room number
4. Specific department location (Unit where the incident occurred)
5. Your best contact number/email address
6. A detailed description of the issue (Describe the steps taken prior to the issue occurring)

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HealthONE Success Stories

Across the system staff and patients are realizing the full benefits HealthONE. If you have a HealthONE success story, please reply to this email so we can feature it in upcoming HealthONE communications.

What You Need to Know

1. Credit Card Payments: Newly installed credit card devices can now be used with HealthONE. We believe all issues have been resolved, however if you do encounter any problems, please contact the Help Desk at 4400 option 1 to submit a ticket. When submitting your ticket, please provide your  name, location and workstation name.
2. Fax to Scan: To aid in providing access to clinical information originating in hard copy/paper that is needed for clinical treatment, HIM has introduced two new “Fax to Scan” lines. For assistance with the “Fax to Scan” process, a tip sheet can be found within the Learning Home Dashboard. For detailed information, you can also view the full update here.
3. Charging in HealthONE: Be your own charge champion! There are many charging tip sheets available in HealthONE to assist end users through the charging process in HealthONE. If you are an end user who charges within the system, please be make sure you are appropriately inputting your charges. If you need support with this process, please reach out to your ATE for support or contact the Help Desk at 4400 option 1.

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For Providers: HealthONE Updates

Reminder: Closing Encounters

Once all documentation and charging has been completed in the patient’s chart, please remember to close the patient’s encounter or charges will not file. This process must be completed within 72 hours. If you would like to make edits to the encounter after it is closed, you can make an addendum to the record.

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HealthONE Success Stories

Across the system staff and patients are realizing the full benefits HealthONE. If you have a HealthONE success story, please reply to this email so we can feature it in upcoming HealthONE communications.

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HealthONE Facts

The launch of HealthONE has allowed us to send and receive patient information from many organizations who utilize our new electronic medical record system. To date, we have shared hundreds of patient records, which has enhanced the way we deliver care to our patients. To learn more about Care Everywhere, click here.

What You Need to Know

1. Reporting HealthONE Issues: If you are having issues that your ATE is unable to resolve, please escalate these issues to the Help Desk at ext. 4400 option 1. This will ensure that all device and system related issues are assessed and resolved in a timely manner.
2. Workstations on Wheels (WOW): Remember to plug in your WOW’s while not in use, so that they remains charged and ready for use at all times. Prior to calling the Help Desk for assistance, please verify that the WOW is fully charged.
3. First HealthONE Town Hall: UConn HealthONE is up and running, and you may have questions. Bring them to the Massey Auditorium, starting tomorrow, Wednesday, at 4:30 p.m., when members of the HealthONE team hold an open-house town hall for all UConn Health staff.

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For Providers: HealthONE Updates

Updating the Care Team in HealthONE

If you’re attempting to make updates to the patient’s care team in HealthONE, please complete this step by right clicking and selecting Assign or Remove Teams. Under no circumstances should a Transfer Order be placed to make updates to the patient’s care team. To assist you with this process, a tip sheet is available in the Learning Home Dashboard.

Reminder: Placing EKG Orders in HealthONE

EKG orders must be placed in the system, in order for EKG results to populate within HealthONE. Without an order, results will not populate in the system, which will delay patient care.

Closing Encounters

After all documentation and charging has been completed in the patient’s chart, please remember to close the patient’s encounter. If you would like to make edits to the encounter after it is closed, you can simply make an addendum to the record.

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Reminder: Dual Icon Access Issues

Are you having an issue printing or scanning documents?
Some computers are currently experiencing an issue where multiple icons are appearing to access HealthONE.

In the event that you have more than one Epic icon, always choose the Epic warp drive icon.

If you use the HealthONE icon instead of the Epic Warp Drive icon, you may experience the following issues:

• Inability to print
• Inability to scan documents

If these issues occur, please close hyperspace and double click the warp drive icon first to ensure that you are logging in appropriately.

After you have confirmed that you are using warp drive, but continue to experience issues, please call the Help Desk at 4400 option 1 to submit a ticket.

If the HealthONE icon is the only icon available on your desktop, then you can continue to use this icon to access HealthONE as long as you are able to complete tasks within your workflow.

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HealthONE Success Stories

Across the system staff and patients are realizing the full benefits HealthONE. If you have a HealthONE success story, please reply to this email so we can feature it in upcoming HealthONE communications.

What You Need to Know

1. Town halls: UConn HealthONE is up and running, and you may have questions. Bring them to the Massey Auditorium starting Wednesday at 4:30 p.m., when members of the HealthONE team hold an open-house town hall for all UConn Health staff.
2. Barcode scanning: Barcode scanning increases patient safety by confirming the medication and bringing in the NDC number for the medication into the record. A tip sheet has been developed to assist end users through this process. Please check the Learning Home Dashboard for the latest barcode scanning tip sheet.
3. Patient experience: Providing a superior experience for our patient should always be a top priority, even when learning to navigate within a new system.Remember, patients take their cues from staff, so if you need additional support through go-live, please refer to your at-the-elbow support and utilize the patient experience reminders on the HealthONE coaching card.

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Dual Icon Access Issues

Are you having an issue printing or scanning documents?

Some computers are currently experiencing an issue where multiple icons are appearing to access HealthONE.

In the event that you have more than one Epic icon, always choose the Epic warp drive icon (shown right).

If you use the HealthONE icon instead of the Epic warp Drive icon then may experience the following issues:

• Inability to print
• Inability to scan documents

If these issues occur, please close hyperspace and double click the warp drive icon first to ensure that you are logging in appropriately.

After you have confirmed that you are using wrap drive, but continue to experience issues, please call the Help Desk at 4400 option 1 to submit a ticket.

If the HealthONE icon is the only icon available on your desktop, then you can continue to use this icon to access HealthONE as long as you are able to complete tasks within your workflow.

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For Providers: Go-Live Updates

EKG orders in HealthONE

Please keep in mind, in order for EKG results to populate within HealthONE, providers must place an order for the EKG. Without an order, results will not populate in the system, which will delay patient care.

W-10 Provider Certification

A W-10 is required if a patient is going to a post-acute care facility or to receive home health services on discharge. You must utilize the Discharge Navigator: Post-Acute Care Facility or Home Health’ order set that is assessed via the ‘Discharge Orders’ section of the ‘Discharge’ navigator to certify services.                                                 

Refill requests in HealthONE

The HealthONE team has proactively worked to resolve many of the ePrescribing issues within the system. If you can continuing to have an issue ePrescribing, please contact the Help Desk at 4400 option 1 and submit a ticket to the team.

All tip sheets can be found in the Learning Home Dashboard.

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Share Your HealthONE Pictures

HealthONE is transforming the way staff and clinicians interact across UConn Health. Send your go-live pictures to LaVonne Akinwumiju at Akinwumiju@uchc.edu, so you can be featured in our daily update. Please make certain your photos do not include protected health information.

What You Need to Know

1. Printing and scanning issues: Some computers are currently experiencing an issue where multiple icons are appearing to access HealthONE.

   -If you have more than one HealthONE (Epic) icon, always choose the Epic warp drive icon (shown here).

   -If you use the HealthONE icon and you have the wrap drive icon available to you, then you will not be able to appropriately print and scan within HealthONE.

   -If you are experiencing printing issues, close hyperspace, and double click the warp drive icon first to ensure that you are logging in appropriately.

   If the HealthONE icon is the only icon available on your desktop, then you can continue to use the HealthONE icon.

2. First time users: If tomorrow will be your first time logging into HealthONE, please remember to use at-the-elbow support and super users for assistance. For additional support, please refer to your HealthONE coaching card.
3. Remember to click collect: When collecting specimen in HealthONE, please remember to document the collection within the system. Without proper documentation, the lab will experience a slowdown in performing their workflow.

4. Tip sheets: Are you looking for additional support with HealthONE? Remember to check your Learning Home Dashboard for guidance.

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Provider Go-live Updates

Refill requests in HealthONE

The HealthONE team is aware of the prescription refill request issue within the system. Our team is currently working to resolve this issue, so providers can receive these requests within the system. Once this issue is resolved, we will provide you with an update.

Don’t forget to Sign and Hold!

As a reminder, when ordering medications that should be carried out in the patient’s next Phase of Care, please remember to sign and hold these orders. This will ensure that those who need to carry out these orders are able to do so in an effective and efficient manner.

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HealthONE Support Line Reminder

When calling the support line, please be sure to have the following information available:

1. Name of affected user
2. Impacted PC, printer or device number
3. Patient medical record number (MRN)
4. Specific department location (Unit where the incident occurred)
5. Your best contact number/email address
6. A detailed description of the issue (Describe the steps taken prior to the issue occurring)

Once your issue has been submitted to the HealthONE team, you will receive an email with your ticket number for tracking purposes. Please keep in mind 4400 option 1 is the support line for HealthONE. For general IT issues, please contact the main Help Desk.

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Share Your HealthONE Pictures

HealthONE is transforming the way staff and clinicians interact across UConn Health. Send your go-live pictures to LaVonne Akinwumiju at Akinwumiju@uchc.edu, so you can be featured in our daily update. Please make certain your photos do not include protected health information.

What You Need to Know

1. We’re live: At 5:17 am, we successfully went live on HealthONE! Congratulations to all staff, leadership and HealthONE team members who diligently worked to mark this historic moment. During the initial days of go-live, we will be sending out daily HealthONE go-live updates. Please review the information in these updates to ensure you remain informed.
2. After visit summary (AVS): End users have reported that prior to admission medication frequencies are missing from after visit summaries. Please be sure to verify that a frequency is listed on the patient’s AVS, prior to distributing this information. The HealthONE team is currently working to resolve this issue.
3. Specimen collection process: To ensure specimens are accurately resulted, please affix a specimen label to the specimen. Patient labels should not be used in place of the specimen label.
4. Learning home dashboard (LHD): The LHD is full of useful information including tip sheets and quick start guides to assist you within HealthONE. Next time you’re in HealthONE, take a moment to review your dashboard.
5. Printing issues: If you are experiencing issues with printing, please ensure you are logged into the correct department within the system. If you continue to experience an issue, please call HealthONE at 4400 option 1.

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HealthONE Support Line Reminder

As a reminder, your first line of defense for help is an at-the-elbow (ATE) support person or Super User. Please utilize this support first, before calling 4400 option 1.

When calling the support line, please be sure to have the following information available:

1. Name of affected user
2. Impacted PC, printer or device number
3. Patient medical record number (MRN)
4. Specific department location (Unit where the incident occurred)
5. Your best contact number/email address
6. A detailed description of the issue (Describe the steps taken prior to the issue occurring)

Once your issue has been submitted to the HealthONE team, you will receive an email with your ticket number for tracking purposes.

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Transformation of the Day – Share Your HealthONE Pictures

HealthONE is transforming the way staff and clinicians interact across UConn Health. Send your go-live pictures to LaVonne Akinwumiju at Akinwumiju@uchc.edu, so you can be featured in our daily update. Please make certain your photos do not include protected health information.