May 16, 2018
With the arrival of UConn HealthONE, UConn Health providers are responsible for explaining the meaning, need and options associated with an ABN (Advanced Beneficiary Notification of Noncoverage) when one is required for a Medicare patient.
May 15, 2018
What You Need to KnowTapering and Targeting ATEs
Our data continue to show a growing proficiency among our end users, reducing the need for the robust “at the elbow” (ATE) presence we had in place at go-live. At this rate we’ll further taper down the ATE personnel this weekend and continue to move the remaining resources from lower-demand areas, such as the urgent care locations in Storrs and Canton, to higher-demand areas, such as the Neag Comprehensive Cancer Center, Labor and Delivery, and Ophthalmology.
From Dr. Neha Jain, Psychiatry:
I used to spend four hours writing notes. Now I only spend one hour writing notes.
Got a HealthONE success story? Please reply to this email so we can feature it in upcoming HealthONE communications.
HealthONE FactsJust into the third business week with HealthONE, we have surpassed our pre-activation baseline for ambulatory visit volume. Monday’s 2,351 visits represent 103 percent of the unadjusted baseline. Week 2 it was 85 percent, and Week 1 it was 76 percent.
May 14, 2018
What You Need to KnowWhere’s My ATE?
We’ve started dialing back on the number of “at the elbow” (ATE) support personnel. This is a sign of our end users continuing to gain proficiency in HealthONE, and our metrics thus far reinforce that. Your super users are still there for you as your first line of defense. If they can’t resolve your issue, your next step is to call the Help Desk, x4400 Option 1. The Command Center is open as a resource for you, and calling is a better approach than directly emailing analysts. Remember, we’ve assigned more staff to the call center during this transition, and the advantage of calling in to open a ticket is it creates a record, which enables us to monitor where the support is needed most. This guides our overall support—and ultimately, optimization—strategies.
From Susan Pagan, associate radiology director:
WOW, just WOW !!!!!
Shout out to ALL of you for an amazing first week of go-live.
What a fabulous display of excellence and professionalism you have all demonstrated during this transition to HealthONE. We still have some challenges to get through, but I am confident that Team Radiology/Radiant will have successful results for whatever lies ahead. Thank you all so much, you should be as proud of yourselves as I am of you.
Got a HealthONE success story? Please reply to this email so we can feature it in upcoming HealthONE communications.
HealthONE FactsWe’ve been tracking calls coming in to the call center. On the first Monday, April 30, there were 1,470 calls, and by Friday, May 11, that number was down to 469. Measuring weekdays only to account for the outpatient services, this represents a 68 percent decrease in call volume in the first two weeks since we went live with HealthONE. Broken down further, calls from physicians decreased by 56 percent, and “non-physician” calls were down 71 percent.
May 11, 2018
Imprivata—Which Is It? The term “Imprivata” could mean one of two things. We have Imprivata One Sign, which enables a fast, secure login by tapping your badge, and then there’s Imprivata ID, a phone app that provides a dual authentication factor code text message to support ePrescribing of controlled substances. It’s easy to mix them up, but they’re not interchangeable terms.Command Center Is Here for You
Your super users are your first responders when you need support. If they can’t resolve your issue, your next step is to call the Help Desk, x4400 Option 1. The Command Center is open as a resource for you, and calling is a better approach than emailing analysts directly. One of the biggest advantages of calling in to open a ticket is it creates a record, which enables us to monitor where the support is needed most. This guides our overall support—and ultimately, optimization—strategies
Positive Trends
For the last two weeks we’ve been surveying our “at-the-elbow” (ATE) personnel about how end users and super users are taking to HealthONE. When we started, the greatest portion of responses were “Neutral,” but now, at the end of Week 2, all five questions now show a favorable response rate of 50 percent or greater, and unfavorable responses well below 20 percent. This is very encouraging news!
From today’s update to senior leadership:
Got a HealthONE success story? Please reply to this email so we can feature it in upcoming HealthONE communications.
HealthONE FactsAn audit of our support tickets shows 63 percent of support tickets are workflow related. What this tells us is, now that we’re starting to get the hang of HealthONE’s capabilities, many of our end users are shifting their focus to what they can do to use HealthONE most efficiently.
May 10, 2018
What You Need to KnowePrescribing
The HealthONE team has worked to resolve ePrescribing issues within the system. If you continue to have any issues related to ePrescribing, please call the Help Desk and submit a ticket. All issues will be promptly resolved.
Reminder: 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.Are you an outpatient provider trying to update your preference list for clinic-administered medications? If you’re working in the Preference List Composer, which is available under your Personalize button from your toolbar, be sure to check off “Show inpatient preference lists” to ensure you are viewing the correct preference list.
Got a HealthONE success story? Please reply to this email so we can feature it in upcoming HealthONE communications.
HealthONE FactsThe core team has worked to ensure that all tickets are resolved in a timely manner. To date, we’ve resolved nearly 76% of end users tickets. As the HealthONE team works to resolve the remaining tickets, please be patient. Additionally, if you would like to check the status of your ticket, please reach out to the Help Desk.
Congratulations to the 85 new physicians, 43 new dentists, and 69 graduates from UConn Health’s programs within the UConn Graduate School making up our Classes of 2018! Photos by John Atashian.
May 9, 2018
What You Need to KnowQuick Tip: Clinic Administered Medications preference lists
Are you an outpatient provider trying to update your preference list for clinic-administered medications? If you’re working in the Preference List Composer, which is available under your Personalize button from your toolbar, be sure to check off “Show inpatient preference lists” to ensure you are viewing the correct preference list.
Referral Orders
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.
Report from a Clinical Researcher:
One of my studies requires an extra blood sample with the early morning labs and with the use of the “Treatment Team Sticky Note” on the patient’s chart, this sample was obtained easily. This process would not have been as seamless without our new EHR.
Got a HealthONE success story? Please reply to this email so we can feature it in upcoming HealthONE communications.
HealthONE FactsHealthONE is accessible from the palm of your hands through Haiku, HealthONE’s mobile app. To access Haiku you must have MobileIron installed on your iPhone and you must register your device by emailing the mobile apps team. After registration, the mobile team will push Haiku out to your device.
Please note, at this time Haiku is only available to Apple users. Access will be available to Android users in the coming weeks.
May 8, 2018
What You Need to KnowW-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.
The purpose of the ‘W-10 Provider Certification’ section of the ‘Discharge: Post-Acute Care Facility or Home Health’ order set is to certify services that the case manager has arranged for patients with post-acute care facilities or home care providers. This information will automatically populate on the W-10.
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.
Report from a Nursing Manager:
As an OR nurse, I love blood. With HealthOne, ordering blood is fast and easy! No more filling out lab slips, faxing and hoping that the fax made it to the blood bank. This is a huge improvement over our legacy system.
Got a HealthONE success story? Please reply to this email so we can feature it in upcoming HealthONE communications.
HealthONE FactsThrough our first week, Care Everywhere data were populated in 76% of inpatient records.
May 7, 2018
What You Need to KnowSigning 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.
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.
HealthONE FactsThrough our first week, myHealthONE activation codes were offered to 78 percent of patients seen, and 3 percent are already active.
May 4, 2018
What You Need to KnowSigning 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.
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.
HealthONE FactsA 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.