What You Need to Know

End User Survey: UConn HealthONE’s success is closely tied to how well the system is working for you and our patients. Your feedback is essential to identify ongoing issues, prioritize opportunities for improvement, and get a sense of how HealthONE is benefiting us and our patients. All end users are invited to complete this 10-minute survey at your earliest opportunity. Please understand, your responses will contribute enormously to future progress with HealthONE and to realizing all the capabilities the system has to offer.

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New Video

https://www.youtube.com/watch?v=MR-SKlypwoc&list=PL6h0A_5kXIiShr0tLRvyxbukFuGRDgH_D

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Training Update

Personalization Labs in Outpatient Pavilion

Providers have requested that Personalization Labs be held in the Outpatient Pavilion and the HealthONE Training team listened.

Throughout August, the Wednesday sessions are taking place in the Outpatient Pavilion from noon to 4 p.m. instead of the Connecticut Tower. They will remain in the Connecticut Tower on Mondays and Fridays from 8 a.m. to noon.

All of these are “drop in” Personalization Labs so you do not need to register in advance.

This is an opportunity to work with a trainer to customize order sets, create SmartPhrases, create patient lists, etc.

For questions, please contact DL-HealthOne Training dl-healthonetraining@uchc.edu.

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HealthONE Success Stories

From Dr. Joe Piecuch, craniofacial sciences, after registering for the myHealthONE patient portal:

First time I looked at the patient side of HealthONE. Impressive!

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

 

 

What You Need to Know

New Provider Training: Please email dl-healthonetraining@uchc.edu approximately two weeks in advance to sign a new provider up for a HealthONE training class.

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New Tip Sheets Available

HealthONE Scanning

The tip sheet “Scanning and Documentation Retrieval” is now available on the learning home dashboard. It includes:

• What you should know about document scanning
• Accessing eHIMs from within HealthONE
• Using filters

For Providers

The following tip sheets are now available on providers’ learning home dashboards:

• OR Imaging order for providers gives details about Hybrid OR imaging, IR special procedure in the OR and OR c-arm imaging.
• Completing a consult order manually shows providers how to complete the consult order after the consult note has been written if it was not originally associated with the note.

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HealthONE Success Stories

From Theresa Hayle, clinical office assistant in the Simsbury office:

I have informed all the patients about our myHealthONE patient portal, explained how convenient, easy, and efficient it is, what types of services it offers, and a lot of the patients were pleased to hear this and liked the idea that they would not have to go through the Call Center for various types of requests that they were or would be calling for. I am sure this will help to cut down some of the overwhelming calls that the Call Center is receiving on a daily basis.

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

What You Need to Know

HealthONE will be in read-only mode (SRO) Sunday, July 15, from approximately 1 to 5 a.m. for:

• Special Updates (SUs) to our production and training environments by Epic datacenter staff.
• Network switch upgrade by UConn IT. Switches allow different devices on a network to communicate.

See the full announcement for additional information.

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Provider Update

‘Prep for Case’ Feature

Remember to use Prep for Case to place case requests and pre-op orders when the patient is not an inpatient. The case request needs to be placed before the pre-op orders or with the pre-op orders (using a pre-op order set) so that the orders are linked to the correct case.

There is a tip sheet for this on your learning home dashboard. There is also a tip sheet on your dashboard to help you address the Restraints BPA.

For questions, contact Susan Salinas or Brent Lutman.

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HealthONE Success Stories

From Revenue Cycle Management Director Pattie Kloehn:

Kudos to Registration in the ED as they collected nearly $30,000 in May! Way to go team, and a special thanks to Marlene Francis, newly appointed ED Supervisor. Nice work!

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. New tip sheets: Two new tip sheets are coming to your Learning Home Dashboard, specifically for residents, attendings, physician assistants and nurse practitioners:
   • Always use the Admission Navigator to place admission orders on a patient in the emergency room. This is a patient safety issue so that orders are signed and held until the patient is on the inpatient unit.
   • A new report is available to find Respiratory Data and Infusion Doses.
2. Payer plan mapping: We are pleased to announce the mapping of Experian real-time eligibility with recommended plans to choose from within HealthONE. HealthONE and Access operations have worked closely with Experian, who is analyzing the response that Experian receives from the payer and in the background maps it to the unique plan ID in HealthONE. This functionality has been turned on for all the top payers. Congratulations to all for the hard work!

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Provider Go-Live Updates

When Calling HelpONE

To get the most out of your call to the HealthONE Call Center (x4400, Option 1) please have the following information ready:

1. Your computer name
2. Your location (home or campus)
3. Patient’s TO number, CSN number if you have it. Patient’s location
4. Correct phone number to reach you – Cell? Best number to reach you on, when?
5. What location are you logged into in HealthONE?

Note: if the problem is related to passwords, hardware, or Dragon dictation, choose Option 2.

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HealthONE Training

Dragon Updates

• Dragon 301 – Provider Optimization Sessions: UConn IT and Nuance Dragon support have teamed up to bring two additional training weeks to UConn Health providers. If you’re feeling ready for next steps, optimization training will be held July 10 through July 13 and July 23 through July 27, five times per day for ATE training. This one-hour session is scheduled at your office, workspace or clinic to optimize the integration of HealthONE, reducing the number of clicks needed for your workflow. If you would like to signup, contact Bert Romeo at extension 8054 to schedule your one-on-one session.
• Incoming Residents & Fellows Dragon e-Learning: All incoming residents and fellows have been provided Health Stream access to Dragon e-Learning. If you are a resident or fellow and would like to use Dragon, please refer to your Health Stream assignments.
• Did You Miss out on Dragon Training Last Month? If you are a provider and didn’t have an opportunity to be initially trained on Dragon dictation, and wish to do so, contact Bert Romeo at extension 8054 to be scheduled for in-classroom training at the Academic Library. At this time, we do not have regularly scheduled training but accommodations can be made that will work with your schedule.
• Emergency Medicine Department-Wide Workflow Optimization: And finally, a team of HealthONE ASAP providers, Epic Analysts and Dragon support team members are currently building integrated workflow optimizations for the Department of Emergency Medicine. If you are a technologically savvy provider and wish to take on the lead role for your department, contact Bert Romeo at extension 8054. Once the ED workflow is complete, we will schedule your department to be next in line for this time-saving workshop.

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HealthONE Success Stories

From OB-GYN nurse Jenny Caroon about Traci Ervin-Benson in the HealthONE Call Center, who helped get a newborn’s medical record established:

Even though she was off of work and not scheduled to come in until later that night for her overnight shift, she responded to my text message, and asked that I call her on her personal cell phone. Traci was able to walk me through the process of getting the baby’s record separated from the mother’s record, and took me step by step through the registration/name change process…all from memory. The newborn’s record was put in correctly and Traci’s step-by-step directions were “spot-on.” She saved us a huge hassle!

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. Mobile app connectivity:  We had a considerable down time involving the use of our Haiku, Canto and Rover applications. This has been fixed and all are operational at this time. Still not working? Before you call the HealthONE Call Center, try this.
2. Updates now weekly: Starting this week, we’re switching to a weekly schedule for our regular e-updates.

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Provider Go-Live Updates

Attention: Inpatient Areas and ED

Surescripts has determined some Medication History response messages provided by certain pharmacy benefit managers and pharmacies may be missing leading zeroes in front of decimals in the Drug Description or Drug Strength field, which could result in misinterpretation. Additional information and the latest details are here.

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HealthONE Training

See Trainers in your Area?

Grab them while they’re there, show them what you could use help with—Don’t be shy!  Training, personalization, workflow adaptation, and practice can help you get the most out of HealthONE and optimize the delivery of care to your patients. Find out more on the HealthONE training page or by emailing Julio at healthonetrainingregistration@uchc.edu.

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HealthONE Success Stories

From Clinical Applications Director Liz Zibell:

One of my principal orders trainers shared that a surgery resident recently commented that he was “pleased with the technology leap forward” that UConn has taken. As a resident that has previous rotations at UConn prior to HealthONE implementation, he notes the application is a great improvement.

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. 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.

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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.

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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.

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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.

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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.

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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?.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.