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.

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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.

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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!

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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.

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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.

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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.

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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.

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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

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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.

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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.

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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.

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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.

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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.

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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.

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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.

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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.

What You Need to Know

1. Log on Issue: We have been experiencing intermittent log on performance issues that began on the morning of Monday, May 14. We have identified the cause of the issue and will be working with our Epic hosting partner to resolve the problem. We expect the issue to be resolved no later than Wednesday evening (May 15).
2. Training Reminder: Remember, our training coordinators are ready to help you make the most of HealthONE. Reach them at healthonetrainingregistration@uchc.edu.

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Provider Go-Live Updates

Tapering 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.

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HealthONE Success Stories

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.

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HealthONE Facts

Just 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.

What You Need to Know

1. FAQ Page: We continue to update the frequently asked questions page that we started building before go-live. Click on over if you haven’t been there in a while—you just may find something helpful!
2. Training Reminder: Remember, our training coordinators are ready to help you make the most of HealthONE. Reach them at healthonetrainingregistration@uchc.edu.

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Provider Go-Live Updates

Where’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.

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HealthONE Success Stories

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.

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HealthONE Facts

We’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.

What You Need to Know

1. Support Transition: Starting next week, we’re tapering down the number of “at the elbow” (ATE) support personnel as our end users continue to gain proficiency in HealthONE. Plenty of support still will be available—additional staff will be on hand in the call center as we make this transition, and our super users of course will remain an onsite resource.
2. 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.
3. Chart Review Activity: When searching for GI Procedure Notes, use the Chart Review Activity-Media tab for GI procedures done here at UConn.
   The system being used to write the notes is called Provation and those notes will not show up in the Notes activity but will be in Chart Review-Media.
   When searching the patient’s chart, if you do not find what you are looking for, it is best to try the Chart Review activity because this activity has results, notes, etc. from all encounters whereas the Notes activity has notes from the current encounter only.
4. Signed and Held: If you are not sure if the resident or another provider has already written the signed and held orders, check the Signed and Held tab within the Orders activity to make sure you aren’t duplicating what has already been done.

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Provider Go-Live Updates

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!

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HealthONE Success Stories

From today’s update to senior leadership:

• CFO Jeff Geoghegan reports that the revenue cycle data from Thursday (latest available) showed the best day for professional billing thus far–$751,000, well ahead of the $625,000 target.
• Anne Horbatuck, VP of UMG Administration, says our early success is a result of everyone—across the institution—working together. “It’s truly a team effort.”

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

An 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.

What You Need to Know

1. At-the-elbow Support Transition: As end users become comfortable with the system, we’ll begin to taper off the number of at-the-elbow support across the system.For immediate assistance, utilize your super users as your first line of defense. If you are unable to get an answer to your question, please contact the Help Desk at 4400 option 1.

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Provider Go-Live Updates

ePrescribing

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.

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HealthONE Success Stories

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

The 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.

What You Need to Know

1. Exporting a HealthONE Report: As a reminder, with our transition to HealthONE, all reports must be password encrypted prior to distribution. For assistance with this process, take a moment to review the “Exporting Report with Password (7-Zip)” tip sheet located on your Learning Home Dashboard.
2. Real Time Eligibility (RTE) Verification: If you are experiencing an issue verifying an insurance carrier through RTE, please submit a ticket to the Help Desk. This will ensure all carriers are being verified through RTE.
3. HealthONE Updates: Did you know that all HealthONE updates are archived on the HealthONE page for easy access? If you would like to view a past update, visit the HealthONE page and click “The Latest.”

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Provider Go-Live Updates

Quick 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.

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HealthONE Success Stories

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.

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HealthONE Facts

HealthONE 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.