United Network For Organ Sharing. Inquiring Minds Want to Know

Transcription

1 United Network For Organ Sharing Inquiring Minds Want to Know

2 Introduction Tommy Trexler Resource Manager, Service Desk Andrea Loyd Service Desk Specialist Lauri Walker Service Desk Specialist Tara Taylor Product Manager

3 Details, Details, Details All information you see in this session will be included online, along with a few extras Cheat Sheet Tips and Tricks HelpDesk 101 Please fill out sheet on table for drawing that will be held for ipod Touch Clings with contact information provided in Goody Bag

4 Resource Manager Service Desk Tommy Trexler

5 Our Goal for this Session To provide a better understanding of the services provided by the UNOS UNet Help Desk To ensure that you know how to get the technical support you need, when you need it, and in the manner that is most convenient for you To provide tips on how to get help quickly by contacting the appropriate UNOS support team, and by providing the right information to ensure efficient handling of your request

6 Meet the Team Valeria Rachel Jamica Andrea Michelle Dean Marlyn Lauri 92 Years of collective UNOS experience

7 Our Mission UNOS Mission To advance organ availability and transplantation by uniting and supporting its communities for the benefit of patients through education, technology and policy development. UNet Help Desk Mission To support UNOS mission by providing secure system access and efficient technical support to the thousands of transplant community professionals who rely daily on UNOS systems and applications.

8 What this Means to You Everything we do is designed solely to support you, and satisfy regulatory requirements We know that the work you do changes lives and our goal is to help you as quickly as possible in any way that we can I am available to meet with you at anytime. Please send me your comments, suggestions, and also escalate to me as needed This is your session and we are here for you. Please ask questions and if you would like additional information, please let us know

9 Service Desk Specialist Andrea Loyd

10 Who Ya Gonna Call? UNet Help Desk UNet questions, Data changes, Site Administrator password resets, Technical Support Organ Center 9FN/9CH numbers, Donor import access, Wait time modifications, After hours emergencies Regional Administrators Policy questions, Regional information Regional Review Board Staff Justification, Exception and Extension forms Membership Coordinators Member updates Site Security Administrators Password resets, UNet permissions

11 What is Urgent? Waitlisted patients MELD/PELD, exceptions, justifications, removals, can t access Waitlist Match runs Matches won t load, not receiving organ offers STAT Donor HLA requests Patient safety Disease transmission, safety situation, living donor adverse event

12 Service Desk Specialist Lauri Walker

13 What Information to Include Providing the following donor/patient identifiers will make processing your work orders more efficient: Donor ID Donor Name Match ID Referral /Recovery Date (OPO) Transplant Date (TXC- living donors) Organ Type DNR Notification ID Name SSN Organ Type Transplant Date

14 Other Helpful Information For candidates/recipients/donors, depending on the request Make patient not seen - last date of information available for patient Graft failure date for reporting of a graft failure Death date - graft status at time of death required Transfer date for transfers For SSN changes, provide the current number and the new number Make living donor not seen - Last date of information available for donor, # of attempts at contact and the methods (mail, phone, fax, etc.)

15 Detailed Description Describe the issue and indicate what changes are needed Example 1: Name John Recipient, SSN , transplant date 3/17/2004, make not seen for the current follow up. The last date of information is 2/24/2010 Example 2: John Donor, Donor ID AABC123, recovery date 4/01/2013, change right kidney disposition from 216 to 510. Recovery team provider number XXXXXX, histo lab XXXX

16 How do I submit a work order? Look in lower right corner of Secure Enterprise for support center Click the Add a new work order link

17 The Short Description Provide a short description of the issue Click the drop down arrow next to My request relates to: field to select the part of the database where the issue is occurring

18 Date Occurred For the Date Occurred Field enter the date the work order is being added. This field should not be used to report the graft failure date, date of death or transfer date.

19 Describing the Issue The Please describe the issue section is where you can provide a detailed outline of the issue and any changes that are needed This field allows for 10,000 characters so there is plenty of room for all of the information you may want to provide

20 Updating an existing work order We have all done it we hit the update button before including all of the necessary data. Have no fear, you can still have the information added: Call the Help Desk at Send a SECURE containing confidential patient identifiers to [email protected] and reference the existing work order If the patient identifiers are not needed, regular can be sent referencing the existing work order

21 Updating a Work Order, Cont. Example 1: For WO , dialysis date change for kidney patient Egon Spengler, the correct dialysis start date is 3/19/2009, Dr. Peter Venkman, NPI # Example 2: On WO , I forgot to include the transfer date. Please transfer patient to a non- UNOS provider as of 6/20/2012. The last date of information is 6/19/2012

22 Contact Management, how it works (Demo)

23 Secrets of a Validation Error (Demo)

24 Product Manager Tara Taylor

25 Informational Nuggets When in DonorNet, click on DonorNet to go back to main screen View trending via the print feature Allocation calculators are also available on the UNOS website (Allocation Calculators) Who validated form in Tiedi? Right click on Status/Date in record search results

26 Questions

27 And the Winner is.

28 Thank You for coming! Tommy Trexler Tara Taylor