All IUH Facilites Staff Physicians (does not include residents/fellows)

Transcription

1 Topic: Facility: Audience: Overview: Clinical IS Update Diagnotes: Frequently Asked Questions All IUH Facilites Staff Physicians (does not include residents/fellows) For anyone who is not a staff physician contact your local clinical informatic team to determine eligibility to use Diagnotes. Diagnotes Frequently Asked Questions (FAQ) listed below Effective Date First week of December, 2015 Contact IU Health Help Desk helpdesk@iuhealth.org Access, Administration and Login 1. These FAQs have not answered my question. Whom should I contact? For any further assistance related to Diagnotes, please contact the IU Health service desk by calling (toll free ) or ing helpdesk@iuhealth.org. 2. I forgot my password. How can I retrieve my password? Your Diagnotes username is your full IUHealth.org address, and your password is the same as your Active Directory password that grants you access to other IU Health systems. If you don t know or have forgotten your IU Health address or password, please contact the service desk by calling (toll free ) or ing helpdesk@iuhealth.org 3. I forgot my login ID. How can I retrieve my login ID? Your Diagnotes username is your full IUHealth.org address, and your password is the same as your Active Directory password that grants you access to other IU Health systems. If you don t know or have forgotten your IU Health address or password, please contact the service desk by calling (toll free ) or ing helpdesk@iuhealth.org 4. The Site field is not auto-populating with IU Health and I can t login. What should I do? The Site field automatically populates when you have an active internet connection (WiFi or cellular) and your username is properly entered and matches a registered Diagnotes user account. If the Site field does not populate automatically, take these steps: Check to ensure that your username is entered correctly with no typos (either your IU Health username or your iuhealth.org address). Check to ensure that you have an active internet connection, either via WiFi or a cellular data network. If your WiFi is enabled and logged onto a guest network at a public/commercial facility, you may need to navigate to a browser to accept the network s terms and conditions prior to accessing the internet. In these cases, you may choose to either accept the terms and continue, or toggle off your WiFi to access a cellular network. If you have never logged in successfully to Diagnotes and you don t see the Site field display I.U. Health at login, please contact the service desk by calling (toll free ) or ing helpdesk@iuhealth.org. Page 1 of 6

2 5. My information is listed incorrectly. How do I change it? Log into the Diagnotes web application, click your name at the top-right, click My Account, then click Edit My Account to add/edit any of your contact and/or clinical information. 6. Why do I have to login so frequently? Your session inactivity expiration time is a parameter controlled by IU Health administration and helps ensure the security of the system. 7. I used to have my user ID saved in my login screen, but now I can t find it. Why? From the mobile app, if you click on the Log Out button from the navigation menu, then it will remove your user ID from being remembered by the mobile device. If you leave the app without clicking on Log Out and allow it to timeout, then the mobile device will remember your user ID. 8. How can I keep my user ID saved in the app login screen? If you leave the app without clicking on Log Out, then the mobile device will remember your user ID. 9. I don t appear to have the level of access I need (or any access) to Diagnotes. Whom should I contact for help? For any assistance related to Diagnotes, please contact the IU Health service desk by calling (toll free ) or ing helpdesk@iuhealth.org. 10. Where can I access Diagnotes? Notifications, Devices and Preferences Diagnotes is available on smartphones, tablets, laptops, PCs, and other web-enabled devices. You can download the Diagnotes mobile applications at the following locations (or by searching Diagnotes in the appropriate app store), and you can access the web application through any web browser at app.diagnotes.com. Platform Location Direct Link Mobile - ios itunes App Store Mobile - Android Google Play Web Any web browser app.diagnotes.com 11. Where will I receive Diagnotes notifications? After the first time you login to the Diagnotes mobile application on any device, you will always receive you re your Diagnotes notifications on that device. This applies to all smartphones and tablets on which you use Diagnotes, and you may register an unlimited number of mobile devices for simultaneous use/notification by logging in on those devices. You will receive push notifications regardless of whether or not you are currently logged into Diagnotes on a device. In the web application, you will receive pop-up notifications within the browser running Diagnotes, if you are currently logged in and have the browser open. You can access the Notifications section of your account settings (see instructions below) to configure a duplicate copy of all notifications to be delivered to an address or external device not running Diagnotes. In all cases, please be sure to turn notifications on for Diagnotes within your device s notification settings. Page 2 of 6

3 12. How do I stop notifications? You can turn on and off as well as control the appearance of notifications for Diagnotes in the notifications section of your mobile device s settings. If you are struggling with multiple Diagnotes notifications for a single message, you may want to adjust your Repeat Alerts settings within Diagnotes (see instructions below). To unregister a device from ever receiving Diagnotes notifications, you must delete the application from your mobile device. 13. What s contained in Diagnotes notifications? In order to maintain security and HIPAA-compliance, Diagnotes notifications do not contain any content from the message sent; rather, the system displays the identity of the sender of the message, as well as the type of encounter and IU Health location/group with which it s associated (e.g., You have a new text message from John Smith, MD, from IU Health West Hospitalists. In all cases, notifications will provide instructions or a direct path (i.e., tap or click) to access the encounter in Diagnotes; you may have to login with your password if you have not recently accessed Diagnotes. 14. Can I send my notifications to multiple devices/locations? You can register as many mobile devices as you d like to receive Diagnotes push notifications; do so simply by logging into Diagnotes once on that device (e.g., if you have both an iphone and an ipad, you may want to download Diagnotes on both devices and log in once on each device to enable notifications to both). In addition, you may configure a single external destination to receive duplicate notifications (e.g., address, pager) by accessing the Notifications section of your account settings. 15. What s the difference between a notification and a message? A notification alerts you to the existence of a new or waiting message in Diagnotes; content of the message is not contained in the notification. By contrast, a message is the content sent via text within Diagnotes, appropriately encrypted and protected for security and HIPAA-compliance. You may receive notifications on/in a wide variety of devices/locations, but you must access Diagnotes via either the mobile or the web applications to view the content of the message and follow-up. 16. How to I view and manage my personal notification settings? You can adjust your notification settings in both the mobile and the web applications. In the mobile app, tap the Diagnotes logo at the top left of the screen, then tap Settings ; here you can adjust and turn on/off your unread message alerts, choose from a list of alert sounds, and turn on/off repeating alerts. In the web application, click your name at the top right of the screen, then click My Account, then click Edit My Account ; navigate to the Notifications section, where you can enter an address for duplicate notifications and adjust various other notification settings. 17. What are unread message alerts? Unread message alerts allow you to specify when sending a message a timeframe after which you d like to be automatically notified if the intended recipient(s) doesn t open and view the message within that period of time. You may configure the times or turn on/off these alerts by accessing your notification settings. 18. What are repeat alerts? Repeat alerts will send push notifications to your device(s) every few minutes until you address the notification in Diagnotes. You may turn on/off these alerts by accessing your notification settings. Page 3 of 6

4 19. How do I change my alert sound? Log into the Diagnotes mobile app, tap the Diagnotes logo at the top left, and tap Settings at the bottom. Tap alert sounds and select from the list of preprogrammed tones. 20. Can I turn my phone to silent or vibrate and still receive Diagnotes notifications? No. Apps cannot override your global device settings, so silencing alerts will silence Diagnotes alerts as well (this includes silent, vibrate, airplane and do not disturb modes, among others). You must properly manage your application notifications as well as Diagnotes duplicate alerts to receive your alerts as you intend. For additional help configuring your notification settings, please contact the service desk by calling (toll free ) or ing helpdesk@iuhealth.org. 21. I m not receiving Diagnotes notifications as expected. Why? Notifications in Diagnotes are extremely reliable; however, there are a number of reasons your notifications may not be behaving as expected. First, go to your mobile device s settings and access the notifications section; ensure that notifications for Diagnotes are allowed or turned on. Second, ensure that you have a working internet connection (WiFi or cellular data) on your mobile device, and that you ve accepted the terms and conditions of any public or guest networks via a browser. Third, ensure that your notification settings in Diagnotes are appropriately set up (see instructions below). To deliver duplicate copies of notifications to an address (or external device), enter the address (associated with that device) in your notification settings in the web application, and ensure the Copy notifications to address box is checked. If you are still having issues with notifications, please contact the IU Health service desk by calling (toll free ) or ing helpdesk@iuhealth.org. 22. How do I change my personal preferences? Log into the Diagnotes web application, click your name at the top-right of the screen, click My Account, then click Edit My Account. Here, you can enter/edit your account information, including both contact and clinical information, so that it properly appears in the directory. 23. What is an encounter? Messages, Encounters & Status All Diagnotes communications, messages, actions, attachments, etc., are grouped together in subject-related discussion threads called Encounters. Encounters are characterized by their participants, their content, as well as their status. You may create a new encounter at any time and choose to add content and other participants at any point during the development of that active encounter. Any encounter participant may add more participants to the encounter or contribute content. The encounter remains active until it has been either documented or completed by one of the participants, at which point it is closed out for all participants involved and removed from those users list of active encounters. Page 4 of 6

5 24. Why are my encounters labeled with the status: Active, Documented, or Completed? Encounters take on one of three statuses: Active, Documented, or Completed. A new encounter begins as Active and remains so until one of its participants chooses to document or complete it; an active encounter is current and ongoing: participants may still contribute content and add participants to these encounters. An encounter participant may Document an active encounter, which closes the encounter while affording that user the opportunity to capture summary information about the encounter for review (e.g., dictate/type notes, select configurable actions to track, add attachments, CPT and ICD codes); this reviewable summary is made available to designated Encounter Reviewers to Complete the encounter upon review of the summary. An active encounter may also be Completed, which skips the documentation and review process and moves the closed encounter directly to the completed archives. All encounters in which a user has participated, regardless of status, are always available for review in both the mobile and web applications. 25. How do I remove an encounter from my Active list? Document or complete the encounter to remove it from your active list (see explanations above). In the mobile app, you may document/complete by swiping left from the list of encounters, or by opening the encounter and accessing the additional options menu. In the web app, open the encounter and click Document or Complete. As soon as one participant has changed the status of an encounter, the status changes for all encounter participants. 26. What happens when I complete an encounter? When you complete an active encounter, it is immediately closed and placed in the completed archives of each participant. The encounter remains available for review, but no more content or participants can be added to this encounter. 27. What happens when I document an encounter? When you document an active encounter, it closes the encounter while affording you the opportunity to capture summary information about the encounter for review (e.g., dictate/type notes, select configurable actions to track, add attachments, CPT and ICD codes); this reviewable summary is made available to designated Encounter Reviewers to Complete the encounter upon review of the summary. Please be sure to work with the IU Health helpdesk to properly set up Encounter Reviewers prior to documenting encounters. 28. If I change the status of an encounter, does it change for all participants? Yes. An encounter has one status (the same status) for all participants. 29. Can I re-open an encounter that s already been documented or completed? No. Once an encounter s status has been changed, it cannot revert back to its former status. An active encounter can only be documented or completed; a documented encounter can only be completed by an Encounter Reviewer; and a completed encounter must remain completed in the archives. Page 5 of 6

6 30. How do I add participants to an encounter? You can always add more participants to an encounter in which you are a participant. Tap/click the Add Participant button to reveal the directory of current users at IU Health, then use the filters and/or search field to select one or more users you d like to add. Tap/click Done / Add to confirm your addition of the selected users. Once a user is added, they will immediately gain access to all encounter content from the beginning of the encounter, they will begin to receive notifications associated with that encounter, and they can contribute to the encounter like all other participants 31. Will a user be notified that I ve added them to an encounter? No. The act of adding a participant to an encounter does not alert or notify that user that they have been added; rather, they immediately gain access to the encounter and will see it reflected in their list of encounters upon logging into Diagnotes. To alert the user or send a notification, you must first add them, and then add a message to the encounter. Many use this sequence of actions as a way of intentionally distinguishing between non-urgent messages that do not require notification (first add the content, then add the participant) versus messages that do require notification (first add the participant, then add the content). In either case, all encounter participants have access to all encounter content upon logging in to Diagnotes. 32. How do I send a message to someone. Create a new encounter to initiate a new discussion thread with a message, or open an existing encounter if the message is related to an ongoing discussion. Tap/click Add participant to build your list of message recipients. Tap the text field at the bottom of the mobile app to type or dictate your message, or click New Message in the web application and enter your message. If appropriate, specify whether or not you would like to receive unread message alerts for this particular message and the appropriate timeframe for alerts. Tap/click Send to deliver the message and notifications to the other encounter participants. 33. I sent someone a message, but they never received a notification. What did I do wrong? This scenario may result either from the recipient s notification settings (see above instructions related to managing notification settings), or from the sequence of actions by which you sent the message. The act of adding a participant to an encounter does not alert or notify that user that they have been added; rather, they immediately gain access to the encounter and will see it reflected in their list of encounters upon logging into Diagnotes. Therefore, to alert the user or send a notification, you must first add them, and then add a message to the encounter. Many use this sequence of actions as a way of intentionally distinguishing between non-urgent messages that do not require notification (first add the content, then add the participant) versus messages that do require notification (first add the participant, then add the content). In either case, all encounter participants have access to all encounter content upon logging in to Diagnotes 34. What are unread message alerts? Unread message alerts allow you to specify when sending a message a timeframe after which you d like to be automatically notified if the intended recipient(s) doesn t open and view the message within that period of time. You may configure the times or turn on/off these alerts by accessing your notification settings. 35. These FAQs have not answered my question. Whom should I contact? For any further assistance related to Diagnotes, please contact the IU Health service desk by calling (toll free ) or ing helpdesk@iuhealth.org Page 6 of 6