FOTO Patient Inquiry Practice Administratr Training Guide Versin 021414 P.O. Bx 11444 Knxville, TN 37939 800-482-3686 www.ftinc.cm
Table f Cntents Table f Cntents... 1 Input Cmpany Details... 3 Cmpany Admin Hme... 4 Emplyees (Emplyee Management)... 4 Adding a Clinician / Supprt Staff User... 4 Verificatin... 5 Resending the Verificatin E-mail... 5 Deleting Emplyees... 6 Supprt Staff Users... 6 Clinicians... 6 Editing Emplyee Infrmatin... 6 Supprt Staff Passwrd Staff Reset... 7 Supprt Staff Passwrd Administratr Reset... 8 Change the Passwrd fr the User... 8 Send the User a Cmputer Generated Passwrd... 9 Administratr Passwrd Reset... 9 Passwrd Reset Truble-shting... 10 Patients (Patient Management)... 10 Deleting Test Patients... 10 Managing Patients and Surveys... 10 Clinics (Clinic Management)... 11 Managing Patient Email Messages fr Survey Cmpletin... 12 Default Email Message and Intrductin Instructins... 12 T Revise the Email Message... 14 Distributing Patient Surveys by Email... 14 Cmpany Details... 15 Practice... 15 Referrals... 16 FOTO Patient Inquiry Practice Administratr Training Guide_021414 Page 1
Passwrd Plicy... 17 API Key... 17 FOTO Online Resurces/Training... 18 What Am I Missing?... 19 FOTO Prvider Assistance Cntact Infrmatin... 20 FOTO Patient Inquiry Practice Administratr Training Guide_021414 Page 2
Getting Started - Input Cmpany Details FOTO will register each cmpany and clinic. The Administratr will receive a verificatin e-mail with a link that shuld be selected t access the lgin screen. The Administratr shuld use the passwrd prvided by FOTO t access the system initially. The passwrd and security questin / answer may then be changed in Cmpany Details. Input User Lgin and Passwrd prvided by FOTO. 1. Select Cmpany Details frm the Navigatin Menu 2. Cmplete r edit cmpany infrmatin This persn is the Administratr r Cntact fr the Practice. 3. Click Update when finished Nte: Passwrd and Security Questin / Answer may be changed by clicking EDIT. Administratr Lgin The Passwrd and Security Questin/Answer initially prvided by FOTO shuld be changed by clicking Edit in the Practice bx under Cmpany Details. Please nte the fllwing: D nt share the Administratr lgin and passwrd with anyne ther than thse wh will als serve as Administratrs. The Administratr lgin shuld NOT be used by staff t rutinely access the patient episde screens. This shuld be dne thrugh a Staff User lgin (See sectin, Emplyees (Emplyee Management)). When an Administratr lgin is entered incrrectly 5 times r mre, it will be lcked ut and can nly be unlcked by FOTO. FOTO will nly give the admin lgin infrmatin t the Administratr r Cntact fr the Practice. FOTO Patient Inquiry Practice Administratr Training Guide_021414 Page 3
Cmpany Admin Hme Additinal Administrative tasks may be cmpleted at Cmpany Admin Hme, including: Emplyees Register Supprt Staff and / r Clinicians Clinics Edit clinic details r revised email message defaults Patients Delete Test patients and access patient lists (requires signing in as Supprt Staff User) Cmpany Details Change r add cmpany details Emplyees (Emplyee Management) Emplyees may be registered as: Supprt Staff Users have a lgin and are able t manage patients and episdes. Clinicians - may be selected as a clinician fr the patient episde. Clinicians may nt manage patients and episdes unless als registered as Supprt Staff. When registering a Clinician, there is an ptin t als register as Supprt Staff. 1. Select Emplyees frm the Navigatin Menu 2. Click either Add Supprt Staff r Add Clinician. Adding a Clinician / Supprt Staff User T register an emplyee as a Clinician: 1. Click Add Clinician 2. Fill in the apprpriate registratin infrmatin and click Create Clinician when finished. Signature Suffix Jr., Sr., III Emplyee ID can be whatever the clinic chses. Clinician NPI Enter clinician s NPI # (Required if participating in the FOTO PQRS Data Registry) Emplyee E-mail Optinal unless als creating as Supprt Staff User. T register an emplyee as a Clinician AND a Supprt Staff User: 1. Click Add Clinician and create the user as a Clinician first. 2. Select the bx beside Als create clinician as supprt staff. A User Lgin field will appear, pre-ppulated with the emplyee ID which may be edited if needed. A valid e-mail address is required. 3. Click Create Clinician when finished FOTO Patient Inquiry Practice Administratr Training Guide_021414 Page 4
Nte: A previusly registered clinician may be added as a Supprt Staff User by selecting the clinician frm the emplyee list and clicking Create as Supprt Staff. T register an emplyee as a Supprt Staff User nly: 1. Click Add Supprt Staff 2. Fill in the apprpriate registratin infrmatin Emplyee ID can be whatever the clinic chses. User Lgin what is entered here will be added t the admin lgin t create the supprt staff user lgin. (Example the admin lgin is ABCPT. Enter 123 here fr the user lgin. The supprt staff lgin will be ABCPT/123.) Emplyee E-mail must be entered crrectly fr the emplyee t receive the verificatin e-mail. Verificatin Once a Supprt Staff User is registered, a verificatin e-mail is sent t the registered e-mail address. The Supprt Staff User must click n the link within the e-mail t verify that the e-mail address is crrect and t create a passwrd, security questin and answer. A Supprt Staff User cannt nt lg in t Patient Inquiry until the verificatin is cmplete. The link in the e-mail expires after 5 days and must be regenerated by the Administratr if it is nt cmpleted within that time frame. Resending the Verificatin E-mail If a Supprt Staff User des nt cmplete the verificatin prcess within the initial 5 day windw, the Administratr may resend the verificatin e-mail. The un-verified Supprt Staff User will have an envelpe beside the ID which indicates that the user is nt verified. 1. Click n the user ID t access Supprt Staff Details. 2. Click n the envelpe with the yellw cautin triangle r n the wrds Resend Verificatin Email t resend the activatin link. The staff member will again have 5 days t cmplete the verificatin prcess. A ntice will appear that indicates that the verificatin e-mail was sent. FOTO Patient Inquiry Practice Administratr Training Guide_021414 Page 5
Deleting Emplyees Supprt Staff Users T Delete / Disable Lgin fr a Supprt Staff User, select the Supprt Staff User ID and then select Delete User. When asked if yu wuld like t prceed, select Delete. The user will shw as deleted with the fllwing symbl. Nte that the lgin will be disabled 4 hurs after being marked as deleted, at which time, the user will als shw as unverified. This will hpefully allw enugh time fr an unintentinal deletin t be reversed withut having t g thrugh the verificatin prcess again. Clinicians T delete a Clinician, select the Clinician ID frm the list and select Delete Clinician. Then cnfirm by selecting Delete again. Nte that the clinician will shw as deleted in the list and can n lnger be selected when creating episdes. Nte: It is imprtant t delete any clinicians wh n lnger wrk fr yur rganizatin t prevent their names frm being accidentally selected as the primary clinician fr new patient episdes. Editing Emplyee Infrmatin The Supprt Staff First & Last Name, Emplyee ID, Lgin, and E-Mail Address may be edited by selecting the Supprt Staff User ID frm the Emplyee list. First/Last Name and ID can be edited in the field, then click Update t save changes. Lgin and E-mail can be changed by selecting Edit. Click the wrds Passwrd Optins t access the passwrd reset screen fr the user. FOTO Patient Inquiry Practice Administratr Training Guide_021414 Page 6
Supprt Staff Passwrd Staff Reset If the Supprt Staff User remembers the respnse t the security questin (set up during verificatin), the Frgt Yur Passwrd? buttn can be used t reset the passwrd. 1. Select Frgt Yur Passwrd? 2. Input User Lgin and click Reset Passwrd 3. If the reset is successful, the message belw will appear. If the message belw des nt appear and nthing happens, there is an errr in the User Lgin. 4. An e-mail is sent frm nreply@patient-inquiry.cm. Open the e-mail and click n the link. The Frgt Yur Passwrd? buttn will NOT reset the administratr passwrd. If the administratr cannt remember the admin passwrd, please cntact: FOTO Supprt Services 800-482-3686 supprt@ftinc.cm 5. Input the security respnse and a new passwrd (and cnfirm) and click Update. The passwrd requirements in red will turn green as the requirements are met. If the new passwrd cntains the user name, the requirement in green will turn red and will nt allw the passwrd t be created. FOTO Patient Inquiry Practice Administratr Training Guide_021414 Page 7
Supprt Staff Passwrd Administratr Reset If the Supprt Staff User des nt knw either the security questin respnse OR the current passwrd, the Patient Inquiry Administratr can reset the Passwrd. Change the Passwrd fr the User 1. Lgin as Patient Inquiry Administratr 2. Select Emplyees frm the Navigatin Menu 3. Click n the Supprt Staff User ID fr the emplyee 4. Click the wrds Passwrd Optins frm the Supprt Staff Details screen. 5. T change the passwrd fr the user, enter a new passwrd and cnfirm, then click Update. The passwrd requirements in red will turn green as the requirements are met. If the new passwrd cntains the user name, the requirement in green will turn red and will nt allw the passwrd t be created. This passwrd must then be shared with the user. A cnfirmatin that the passwrd change succeeded and an email was sent t ntify the user will appear. FOTO Patient Inquiry Practice Administratr Training Guide_021414 Page 8
Send the User a Cmputer Generated Passwrd 6. T send the user a cmputer generated passwrd by e-mail, click the Change buttn under Reset Supprt Staff Passwrd. A cnfirmatin that an email was sent t the supprt staff user will appear. The Supprt Staff User will receive an e-mail similar t the ne belw which cntains a cmputer generated passwrd. 7. The Supprt Staff User shuld lgin with the cmputer generated passwrd then change their Passwrd by ging t My Accunt in the Navigatin Menu. 8. Select Edit t change Passwrd (r Security Questin and Answer) Administratr Passwrd Reset See sectin entitled Administratr Lgin, t change the Administratr passwrd frm within the system. Nte the Frgt Yur Passwrd? buttn will NOT reset the administratr passwrd. The admin lgin infrmatin will nly be given by FOTO t the persn listed as the administratr r Cntact fr the Practice. Lcked r Frgtten Administratr lgins must be reset by cntacting: FOTO Supprt Services 800-482-3686 supprt@ftinc.cm FOTO Patient Inquiry Practice Administratr Training Guide_021414 Page 9
Passwrd Reset Truble-shting The Supprt Staff Lgin must be verified fr either passwrd reset ptin t wrk. On the emplyee list, an un-verified Supprt Staff User has the fllwing symbl: A verified Supprt Staff User has the fllwing symbl: Be certain the emplyee is nt als marked deleted: T regenerate the Supprt Staff Verificatin e-mail select the Supprt Staff ID, click the icn next t the wrd Email r click n the wrds : A verificatin will be received If the e-mails generated are nt received by the user: make sure the e-mail address is crrect check any spam r junk mail flders cntact yur IT department (if applicable) t ensure the e-mails are nt being blcked by spam filters If the Supprt Staff User has entered an incrrect passwrd 5 r mre times, their accunt will need t be unlcked. Click the Unlck buttn fr the user frm the Emplyee Management screen. Patients (Patient Management) T enter the Patient Management screen, the administratr must lgin as a supprt staff user. T return t the admin prtin f the system, the administratr will be required t lg ff as a supprt staff user and lgin again as the admin. 1. Select Patients frm the Navigatin Menu 2. Select the apprpriate Staff ID and Clinic frm the drp dwn menus 3. Click Lgin Deleting Test Patients Sample patients entered in the system may be deleted by the administratr as lng as the Patient ID includes the wrd TEST. 1. Select Patients frm the Navigatin Menu 2. D nt lgin; click Delete fr: Delete all patients with test in their ID. Managing Patients and Surveys Please prceed t the Patient Inquiry Supprt Staff Training Guide. FOTO Patient Inquiry Practice Administratr Training Guide_021414 Page 10
Clinics (Clinic Management) T Edit Clinic Details: 1. Select Clinics frm Navigatin Menu 2. Select the Clinic Alias t pen the Clinic Details screen fr the desired clinic. The default email messages shwn t the right are further explained in the next sectin. It is imprtant t nte that these messages are cmpletely custmizable. T make changes t these messages, see sectin, T Revise the Email Message. FOTO Patient Inquiry Practice Administratr Training Guide_021414 Page 11
Managing Patient Email Messages fr Survey Cmpletin Patient Inquiry has a feature that facilitates yur ability t email patients t request they cmplete the Intake Survey and/r Status Survey utside f the clinic n the internet. Using this feature allws the patient t cmplete the survey prir t entering the clinic, saving time while still prviding the clinician with the pertinent functinal data fr the evaluatin r fllw-up visit. Yu can print the patient cmpleted surveys just as yu d when the patient cmpletes the surveys in the clinic. FOTO has set up the email message, link, and instructins. Hwever, as the Administratr, yu d have an ptin f revising the email message as apprpriate fr yur practice. Default Email Message and Intrductin Instructins FOR PATIENT INTAKE SURVEYS: Default Email Message (can be revised): Hi <First Name Last Name>, The cmprehensive evaluatin that yu will have t start yur therapy treatment at <full clinic name> includes a cmputerized functinal assessment that will help yur clinician better understand yur cnditin and hw it impacts yur quality f life. This infrmatin will help yur clinician develp treatment gals with yu and is an imprtant part f yur treatment. Yu have the ptin f cmpleting the survey nline prir t yur first appintment, rather than in the clinic befre yur first treatment. The survey shuld nt take lnger than 5 7 minutes. T begin the survey, please click the link belw. LINK The infrmatin yu share is cnfidential, a part f yur medical recrd, and is subject t all prtected health care infrmatin regulatins. Thank Yu! Default Intake Survey Intrductin nce the patient clicks the link t cmplete the survey: Welcme <First Name Last Name>, The cmprehensive evaluatin that yu will have t start yur therapy treatment at <full clinic name> includes a cmputerized functinal assessment that will help yur clinician better understand yur cnditin and hw it impacts yur quality f life. This infrmatin will help yur clinician develp treatment gals with yu and is an imprtant part f yur treatment. Yu have the ptin f cmpleting the survey nline prir t yur first appintment, rather than in the clinic befre yur first treatment. The survey shuld nt take lnger than 5 7 minutes. When yu are ready t get started, click the Begin buttn. Please respnd t each questin with the respnse that best describes yu r yur level f functin at this time. If yu d nt cmplete the entire survey, yu may resume it by clicking the link in the e-mail again. The infrmatin yu share is cnfidential, a part f yur medical recrd, and is subject t all prtected health care infrmatin regulatins. Begin FOTO Patient Inquiry Practice Administratr Training Guide_021414 Page 12
FOR PATIENT STATUS SURVEYS: Default Email Message (can be revised): Hi <First Name Last Name>, At the beginning f yur treatment at <full clinic name> yu cmpleted a cmputerized functinal assessment related t yur impairment. Please cmplete the questinnaire again t reassess hw the treatment fr yur impairment has helped t imprve yur functin and pain. Yu will als have the pprtunity t respnd regarding yur satisfactin with several aspects f yur treatment. T begin the survey, please click the link belw. LINK The infrmatin yu share is cnfidential, a part f yur medical recrd, and is subject t all prtected health care infrmatin regulatins. Thank yu! Default Status Survey Intrductin nce the patient clicks the link t cmplete the survey: Welcme <First Name Last Name>, At the beginning f yur treatment at <full clinic name> yu cmpleted a cmputerized functinal assessment related t yur impairment. Please cmplete the questinnaire again t reassess hw the treatment fr yur impairment has helped t imprve yur functin and pain. Yu will als have the pprtunity t respnd regarding yur satisfactin with several aspects f yur treatment. Please cmplete the survey as it relates t yur impairment and hw yu feel at this present time. Yu can use the infrmatin that yu learned in therapy t help yu answer the questins. This will help yur clinician assess hw yur treatment has r has nt helped yu. The survey shuld nly take 3 4 minutes. When yu are ready t get started, click the Begin buttn. Please respnd t each questin with the respnse that best describes yu r yur level f impairment at this time. If yu d nt cmplete the entire survey, yu may resume it by clicking the link in the e-mail again. Begin FOTO Patient Inquiry Practice Administratr Training Guide_021414 Page 13
T Revise the Email Message 1. Select CLINICS in the Navigatin Menu. 2. Select the Clinic Alias fr the clinic yu want t edit. If yu have mre than ne clinic, yu will need t edit the e-mail messages fr each individually The Clinic Details screen will appear. Yu can add yur cmpany email address and Cmpany name which will direct a patient s email t yur facility shuld they reply t the survey message. CUSTOM EMAIL MESSAGES Yu can edit the email message that will cntain the link t the survey. Nte: There is ne message fr the intake and ne fr the status. CUSTOM EMAIL SUBJECT Since the e-mail cmes frm Patient Inquiry, yu can add yur clinic name t the subject line s that yur patients knw this e-mail is frm their clinic. Be sure that the subject lines fr bth the intake and the status are n lnger than 70 characters lng. 3. Click Update when finished. Distributing Patient Surveys by Email T send survey emails t patients, please refer t the Supprt Staff Training Guide. FOTO Patient Inquiry Practice Administratr Training Guide_021414 Page 14
Cmpany Details Defaults may be set in this area fr the system. The areas that may be accessed here include: Practice - This screen allws cmpany details t be added / edited. Referrals This screen allws custm referral cde entry t track Physician Referrals, Insurance Referrals, Emplyer Referrals, and Other Referrals. Nte: Reprts based n referral surce are nly generated fr Outcmes Manager subscribers. Passwrd Plicy This screen allws the administratr t set the cmplexity level fr all user passwrds based n the security level required by the rganizatin. API Key - This screen will allw yu t create a cde t integrate with ther sftware. Practice This area is fr the verall Practice infrmatin. (The individual clinic infrmatin is lcated under Clinics in the Navigatin Menu.) Full Cmpany Name the name f the Grup/Organizatin EIN / TIN this area is fr tax purpses and is nt a required field. Passwrd this is the Administratr passwrd Click Edit t change Nte that the new passwrd will need t be shared with ther clinic Administratrs, if any. Sec. Questin this is the Administratr security questin and answer Click Edit t change The current passwrd must be entered Cntact Name - shuld be the name f the persn serving as the main cntact/administratr fr the applicatin. E-mail and Phne Number shuld be fr the persn serving as the main cntact/administratr. Click Edit t change the E-mail Other fields shuld be updated as needed. Click Update t save changes. FOTO Patient Inquiry Practice Administratr Training Guide_021414 Page 15
Referrals 1. Select type f referral surce frm drp dwn menu Depending n the referral surce type, the fields t be cmpleted will vary: Physician: ID Number, First Name, Last Name, Title Emplyer: ID Number, Descriptin, Miscellaneus Insurance: ID Number, Descriptin, Miscellaneus Other: ID Number, Descriptin, Miscellaneus 2. Clear the labels frm the fields and enter the apprpriate infrmatin, then click Add Reference The referral surce list will shw belw the fields and can be srted as needed. The created referrals will als be available n the Episde Details screen t select fr the patient episde if needed. FOTO Patient Inquiry Practice Administratr Training Guide_021414 Page 16
Passwrd Plicy Passwrd Plicy allws the administratr t set the cmplexity level fr all user passwrds based n the security level required by the rganizatin. Passwrd Length - Minimum passwrd length can be set t as few as 4 characters r as many as 32 characters with the default being 6. Type the number f characters desired in the Minimum Passwrd Length field. Passwrd Rules - Set the number f rules which must be met when creating passwrds. The lwest level, which is als the default, is tw r mre. The highest level is all fur. Chse the selectin frm the drp dwn menu. Click Update t save any changes. Cmmn Passwrd Dictinary - Cmmnly used passwrds which can be easily guessed, such as abc123, will nt be allwed when the bx is checked. Click update when changes are made t the plicy. API Key The API Key allws FOTO t integrate with an Electrnic Medical Recrd (EMR) sftware. FOTO partners with several EMR sftware cmpanies and is always pen t partnering with thers. 1. Select a vendr frm the drp dwn menu. If the needed vendr is nt listed, then it des nt currently integrate with FOTO. Cntact FOTO at marketing@ftinc.cm t check the status f integratin with the needed EMR vendr. 2. Click Create API Key t generate a cde t prvide t the vendr. Nte: Sme vendrs require an API plus (+) integratin which must be enabled by FOTO Supprt. FOTO Patient Inquiry Practice Administratr Training Guide_021414 Page 17
FOTO Online Resurces/Training Fr assistance with any f yur Patient Inquiry prcesses, nce lgged int Patient Inquiry, click n FOTO Resurce Center in the Navigatin menu. Yu will autmatically be taken t FOTO s website. YOU DO NOT NEED TO LOGIN. Simply click n the supprt tpic fr which yu wuld like mre infrmatin. New User Training Sign up fr a webinar training sessin with a live FOTO representative cvering hw t use the system frm setup t discharge and everything in between. New Features Training - Sign up fr a webinar training sessin with a live FOTO representative cvering new features Cntact FOTO FOTO cntacts, phne numbers and e-mail addresses Marketing Tls Cntains template letters and press releases that can be used t annunce yur participatin with FOTO and fr thse wh receive the Outcmes Excellence Certificate. Medicare Cmpliance Cntains a vide n Functinal Limitatin Reprting The Science Behind FOTO Cntains articles and published papers Instructinal Guides Cntains Administratr and Supprt Staff Training PDFs and ther guides On-Demand Training Mdule Cntains vides n hw t perfrm varius functins within the applicatin Understanding Yur Reprts Guides t understanding yur reprts FOTO Patient Inquiry Practice Administratr Training Guide_021414 Page 18
What Am I Missing? Belw is a cmparisn f the Outcmes Manager and Patient Inquiry subscriptins. Outcmes Manager includes all the features f Patient Inquiry, plus much mre: Natinally Benchmarked Cmparative Outcmes Reprts which can be viewed as needed by cnditin, clinician, clinic, r rganizatin. Patient Satisfactin Reprts Payer Surce and Referral Reprts Clinician driven ADL surveys and reprts Outcmes Manager subscribers can: Pre-select ptinal surveys fr all patients Select frm 14 data items t be captured at discharge Select Items t be included/excluded fr the Pain Mdule Survey Select ptinal demgraphic questins Enable/disable specific Care Type ptins Link patient episdes t reduce the need fr repetitive survey questins fr patients being seen fr mre than ne cnditin Autmatically print Patient Specific Reprts n matter where r when the patient cmpletes the survey Yu can always upgrade t Outcmes Manager! All prices are subject t change. FOTO Patient Inquiry Practice Administratr Training Guide_021414 Page 19
FOTO Prvider Assistance Cntact Infrmatin Please cntact FOTO Prvider staff at any time fr assistance, as fllws: Judy Hlder Directr f Accunt Develpment Trish Hayes Directr f Prvider Relatins Cynthia Stancil Prvider Representative Kimberly Jnes Prvider Representative Mimi Einstein Prvider Representative Debrah Debrd Directr f Supprt Services Jhn Sutter Supprt Services Specialist Chrissy Mre Supprt Services Specialist Phne Email 800-482-3686, extensin 236 judyhlder@ftinc.cm 800-482-3686, extensin 233 thayes@ftinc.cm 800-482-3686, extensin 235 cynthiastancil@ftinc.cm 800-482-3686, extensin 222 kimberlyjnes@ftinc.cm 800-482-3686, extensin 227 mimieinstein@ftinc.cm 800-482-3686 extensin 234 ddebrd@ftinc.cm 800-482-3686, extensin 221 jhnsutter@ftinc.cm 800-482-3686, extensin 219 chrissy@ftinc.cm FOTO Patient Inquiry Practice Administratr Training Guide_021414 Page 20