What You Need to Know

1. Targeted Updates Start Friday: This is the last HealthONE e-update we’re distributing to the universe of faculty, staff and students. Starting Friday, these regular updates will go to a more targeted audience. Registered HealthONE users will continue to receive them by default, plus anyone else who opts in. And of course we’re continuing the flow of information through other channels, including the HealthONE page on UConn Health Express, the weekly Pulse e-newsletter, the daily Lifeline messages, and the HealthONE Twitter feed.

NEW: HealthONE and Research

In preparation for go-live, we identified 29 clinical trials to be built in to HealthONE. Today we’ve nearly doubled that goal, with 57 already built. What does HealthONE have to do with UConn Health’s research mission?

• It enables streamlined billing for research trials. Previously there was no widely-used/established method to electronically track what expenses should be billed to the study vs. those that should be filed under the patient’s insurance. This efficiency allows for streamlined generation of revenue!
• It helps study coordinators track patient status and progress within the trial electronically.
• It saves time by replacing manual tracking in spreadsheets with a single click.
• It can generate research statements electronically allowing for easier and quicker payment of ancillary research charges.

HealthONE is indicated for any/all studies that have an order to place in the system or involve an investigational agent, drug or device.

Provider Go-Live Updates

Trainers Coming to You

Having gone live doesn’t mean training has gone away. Now in our seventh week, training resources are still available and offering “concierge service” for optimization. Our trainers are here to help, offering at-the-elbow support in your area, and available to round with you to assist with:

• Personalization
• Admission/discharge workflows
• Tips for efficient charting
• Other matters to help you—and your patients—get the most out of HealthONE

If you don’t catch a trainer making rounds and would like one to come to your area, Julio is waiting to hear from you at healthonetrainingregistration@uchc.edu.

Provider Reminder

External Orders

When ordering a test for your patient, be sure to indicate when the patient is going outside of UConn Health by choosing “External” in the Order Class field (see example here). This saves the step of calling patients to try to schedule the tests, thus sparing them of unwanted calls.

(updated June 14)

What You Need to Know

‘Concierge’ Training: Get the most out of HealthONE. Look for trainers making rounds in your area, or request one at healthonetrainingregistration@uchc.edu.

Provider Go-Live Updates

Clinical References

This week we reported some early research success, which led to a question about integrated digital resources. One of them is UpToDate, a tool that gives access to more than 10,500 topics in 25 specialties at the point of care. This has been associated with improved quality and patient care and reduced length of stay, adverse complications, and mortality. Find UpToDate in the “Clinical References” section by way of the patient “toolbar.” Other clinical references include Pharmacy, Antiobiogram, Elsevier Discharge Instructions, Elsevier Patient Education, Dynamed Plus, SI Report, and UConn Policies.

myHealthONE Update

Getting Patients to the Portal

What better way for our patients to learn about the benefits of myHealthONE than from the providers and staff with whom they come into contact every day? As faculty and staff, the more familiar we are with the portal’s features and advantages, the better equipped we are to share them with our patients. Learn more here. Have you signed up yet?.

Service Advisory

Server updates are taking place this weekend, scheduled for Sunday from 1 a.m. to 5 a.m. No downtime is expected, but users will receive messages asking them to temporarily log out of the system about 15 minutes ahead of the scheduled maintenance. More details are available here.

What You Need to Know

1. Walgreens ePrescribe outage Sunday: Superscripts has issued a notification of scheduled maintenance of Walgreens’ prescription system from 1 a.m. to noon Sunday, June 10. Refill request messages may not transmit. New prescriptions and responses to refill requests may be routed by fax via Surescripts fax Service. Prescriptions for this pharmacy can be printed for those patients in the ED, being discharged for hospital or being evaluated in urgent care during this outage.
2. Coming soon: These regular HealthONE e-updates, which we’ve been sending to all faculty, staff, students since March 8, will be going to a more targeted audience in the near future. If you stop getting these and still want to receive them, we’ll gladly re-subscribe you. And of course we’re continuing the flow of information through other channels, including the HealthONE page on UConn Health Express, the weekly Pulse e-newsletter, the daily Lifeline messages, and the HealthONE Twitter feed.

Provider Go-Live Updates

Trainers Making Rounds Next Week

As we move from go-live to optimization, training opportunities continue, shifting the focus to the operational knowledge our users need to make the most of HealthONE. We still have trainers on site who will make rounds and offer at-the-elbow support. Watch for a schedule on that soon, refer to the HealthONE training page for the latest updates, and don’t forget, training coordinators are available at healthonetrainingregistration@uchc.edu.

myHealthONE Update

Starting Monday, our patients will be able to use myHealthONE to exchange secure messages with not just their primary care physician, but any and all of their UConn Health providers. Remember to encourage patients to take advantage of this powerful and convenient patient portal and register for myHealthONE today! Direct them to look for the ACCESS myHealthONE icon on health.uconn.edu, toward the right of the page.

HealthONE Success Stories

From Dr. Ben Ristau, urologic oncologist:

Prior to go-live, it was not uncommon to have three or four different programs open in order to provide proper care to patients. Now only one is required. HealthONE has vastly improved patient continuity of care and efficiency of documentation.

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

What You Need to Know

1. Now in our sixth week of HealthONE, we are nearing the point at which our regular updates will go to a narrower audience, primarily registered end users and anyone who opts in to receiving the updates. More information on that is coming soon.

Provider Go-Live Updates

External Orders

When ordering a test for your patient, be sure to indicate when the patient is going outside of UConn Health by choosing “External” in the Order Class field (see example here). This saves the step of calling patients to try to schedule the tests, thus sparing them of unwanted calls.

HealthONE Success Stories

From Aretha Floyd, inpatient phlebotomist:

“Really happy about ‘No more writing and no more paper’ in the Phlebotomy Team Department! All work is accounted for individually.”

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

HealthONE Facts

As of noon Tuesday we’ve resolved 11,754 of 14,511 support tickets since go-live, or 81 percent—a new high. We surpassed the 80 percent mark for the first time Monday at noon.

What You Need to Know

1. Now, as we are five weeks post-go-live and moving toward stabilization, we are revamping our training with a focus on the operational knowledge our users need to make the most of HealthONE. Refer to the HealthONE training page for the latest updates, and remember, training coordinators are still available via healthonetrainingregistration@uchc.edu.
2. We continue to see encouraging data on support tickets, reflecting a “steady state,” or a leveling off in the volume of issues. We’re trending toward closing the command center by the end of next week. With that will come a reconfiguration of the HealthONE Call Center accordingly to ensure end-user support needs are met.

Provider Go-Live Updates

Drop-in Personalization Labs

This month, Personalization Labs are available for providers to get assistance in creating Smartphrases, saving favorite order sets and other ways to personalize. These are available Mondays, Wednesdays and Fridays on the fourth floor of the Connecticut Tower:

Mondays and Fridays, 7 a.m. to noon: June 4, June 8, June 11, June 15, June 18, June 22, June 25, June 29

Wednesdays, noon to 5 p.m.: June 6, June 13, June 20, June 27.

HealthONE Success Stories

From Dr. Heiko Schmitt, Calhoun Cardiology Center:

“It’s been great, especially for billing. We’re able to capture so much more now.”

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

HealthONE Facts

This week, the average duration of support calls to the HeathONE call center broke the five-minute mark, a new low. Data from Wednesday showed calls from physicians averaging 5:07, and calls from other staff averaging 4:44. Collectively that’s an average call time of 4:54.

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.