What You Need to Know

1. Registration hubs are here: Have you noticed them in the University Tower (ground floor lobby and OR reception area), in the Connecticut Tower (main lobby, procedures center, radiology), and in the UConn Musculoskeletal Institute (first floor and first floor rehab)? Registration hubs enable patients to register, sign consents, make payments, update insurance information, and more! Direct your patients there, and direct your questions to Beth Defilippis.
2. UAR: The User Access Request form now includes HealthONE. Please submit all requests for new user access to HealthONE through http://uar.uchc.edu.

Provider Go-Live Updates

Check for Signed & Held Orders

When entering signed and held orders such as after surgery, be sure to check the Signed & Held tab of the Orders activity to make sure the orders have not already been placed. This will avoid instances where duplicate orders have been signed and held. Look for a new tip sheet on the Learning Home Dashboard.

myHealthONE

Early indications suggest that few of our patients have registered for myHealthONE, the new patient portal. Those who haven’t signed up yet are missing out on the ability to:

• Access their health information at any time
• See their latest available test and lab results
• Request a referral or prescription refill
• Privately message their providers
• Request/manage appointments

Don’t forget to encourage our patients to take advantage of this secure, convenient wellness empowerment tool!

HealthONE Facts

We are shattering the benchmark when it comes to medication turnaround time. According to Epic benchmark data, the average among top performers is 30 minutes. Ours was well below that last week and is now showing a seven-day average of only 14 minutes! (This is a measurement of the average time taken between when a medication order first entered the verification queue and when it was finally verified.)

What You Need to Know

1. UAR: The User Access Request form now includes HealthONE. Please submit all requests for new user access to HealthONE through http://uar.uchc.edu.
2. Training Reminder: To get the most out of HealthONE, be sure to check the HealthONE training page for the latest schedules and to request a class.

Provider Go-Live Updates

Referral Orders: More to Come

When placing referral orders, a reason for referral must be included in the order prior to signing the order. This is a necessary component in order to ensure that schedulers are able to efficiently schedule referral visits. Watch for more on referrals coming next week.

HealthONE Success Stories

This week we received and posted our first payments from Medicare for patients seen since we went live April 28. This indicates a good integration of scheduling, registration, clinical, and billing workflows.

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

HealthONE Facts

In nearly four weeks, we’ve resolved more than 10,000 support tickets, representing a closure rate of more than 75 percent. If you include the soft go-live from the three weeks prior, the total is better than 11,000 and almost 80 percent.

What You Need to Know

1. Semi-weekly Updates: Now in Week 4 of post-go-live, we’re replacing the daily updates with updates twice a week. Also look for information in the daily Lifeline messages and the Pulse on Thursdays.
2. Shifting Support: Our “at the elbow” support has tapered down, as planned, with concentration in needed areas. Our call volume data indicate a continuation of the downward trend of support calls, with new Monday low of 290 calls.
3. Training Reminder: To get the most out of HealthONE, be sure to check the HealthONE training page for the latest schedules and to request a class.

Provider Go-Live Updates

ABNs: Clinical Office Staff

With the arrival of HealthONE, providers are the ones responsible for explaining the meaning, need and options associated with an Advanced Beneficiary Notification of Noncoverage when required for a Medicare patient. For office staff, that means printing the ABN form from HealthONE, acquiring the patient’s signature, and scanning the signed form into HealthONE

HealthONE Success Stories

From Dr. Craig Rodner, UConn Musculoskeletal Institute:

HealthONE is WAY better than Nextgen for doing orders/charts for the doctor. Takes me a quarter of the time to chart. Vast improvement!

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

HealthONE Facts

Through more than 12,000 calls in to the HealthONE Call Center since go-live, the average wait time is 25 seconds for physicians and 19 seconds for non-physicians, averaging 22 seconds.

What You Need to Know

1. Shifting Support: Our call center support is providing us data showing that you are becoming more familiar with the HealthONE system. With less reliance on our “at the elbow” support personnel, we are able to lower our onsite support. We will continue next week with only five dozen ATEs staying with us providing some extra focus on Dermatology, Ophthalmology, and the Neag Comprehensive Cancer Center.
2. Training Update: Could you use some training, or a refresher, to get the most out of HealthONE? Be sure to check the HealthONE training page for the lastest schedules and to request a class.

Provider Go-Live Updates

Attn: Providers Placing Inpatient Charges

The principal diagnosis no longer will be automatically associated with the billing code the first time you place a charge for the patient. Instead, the first time you bill for that patient, you will need to manually choose the diagnosis associated with the billing code. This is a change from how we’ve done it thus far.

After that initial entry, each time you place an inpatient billing code for the same patient, the diagnosis you chose manually is automatically linked with the charge. For more information, please contact Sue Salinas, x4688, salinas@uchc.edu.

HealthONE Success Stories

This week we reached a new high in new revenue generation for the UConn Health John Dempsey Hospital, billing for $3.7 million in charges Tuesday. The daily average before go-live was $3.5 million.

HealthONE Facts

UConn Health Physicians and Nurses have used the Care Everywhere functionality 44,883 times since go-live to pull in data on patient allergies, medications, and other important clinical documentation from patient encounters at other organizations. This tool allows clinicians to save time they would have spent gathering this information, allowing more time to care for their patients.

What You Need to Know

1. Log on Issue Resolved: The intermittent log on performance issue we reported yesterday has been resolved. If you continue to experience a log on issue with your account, please report it to the command center at x4400 option #1.
2. Providers—Explaining ABNs: With the arrival of HealthONE, providers are the ones responsible for explaining the meaning, need and options associated with an Advanced Beneficiary Notification of Noncoverage when required for a Medicare patient.
3. Training Reminder: Remember, our training coordinators are ready to help you make the most of HealthONE. Reach them at healthonetrainingregistration@uchc.edu.

Provider Go-Live Updates

Clinical Documentation

Unsure what to do with the clinical documentation paper you receive, or that is generated in paper during the course of treatment?

We now have two new “Fax to Scan” lines to aid in providing access to clinical information originating in hard copy/paper that is needed for clinical treatment. Here’s how.

Chart Correction Guide

What You Need to Know About Charting Errors

Did you know you can correct some of your common charting errors? The UConn HealthONE Chart Correction Guide can assist you in correcting some common charting errors yourself. For example, if an incorrect diagnosis is entered on a patient’s record, reference page 86 of the guide to step you through the correction process. Be sure to reference this chart correction guide on your learning home dashboard for correcting other charting errors.

If you identity a chart correction that is NOT in the guide and you need assistance from HIM, submit a Chart Correction Help Desk ticket to aid in further investigation. Reference your Chart Correction Tip sheet on your Learning Home Dashboard.

Lastly, when you have identified a patient that has multiple MRNs, notify HIM by marking the patient for merge in Epic. Reference the tip sheet the Mark for Merge tip sheet on your Learning Home Dashboard.

If you need support with this process, please reach out to your ATE for support or contact the Help Desk at 4400 option 1.

HealthONE Facts

One of our clinical stabilization milestones is a daily radiologist exam volume of 320 per weekday. Since May 7, a week into go-live, we’ve been averaging between 330 and 350 exams daily.