Ever since the version 10 update we have been having intermittent issues with what we think is a concurrent lock problem. After the upgrade we of course noticed the new pop-up that advises users that someone else is in the chart. Our staff have been advised if they receive this pop up to click “no” and go back in and enter the data later. A good example of this is the treatment window. However, if the staff click on a lab within the treatment section of the note (clicking directly on the lab order for example) they are able to document and review a lab/procedure/rad. If they do so when a provider is in the treatment window the providers notes are intermittently being erased. The staff do not get a warning pop-up that another user is in that section of the note so they are not aware of what they are doing. This is happening to multiple users, multiple providers, but not consistently. I have yet to be able to replicate the problem on demand for a tech so every ticket I open is closed without any resolution. Is anyone else out their experiencing this issue? If so, have you found a solution? Thank you for the help.
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Concurrent Lock Issue- Wiping out provider notes
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COVID Smart Form
We got a message from ECW that the smart form is free and available. Automatic for cloud customers, patch A-8141 for self-hosted folks.
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Billing Claims and Encounters
Hi all,
I have noticed that when a billing claim is created for an encounter, it then becomes independent of any billing codes or ICD-10 diagnoses entered into a patient note. If there are any changes or if the claim was created by our billing before a note was completed, we have been having to update ICDs and CPTs on the note and then do the same thing again on the claim.
This seems redundant. Is there a way to “refresh” a billing claim so it pulls forward new info from the associated encounter/note so we don’t have to do it all twice manually? Or some other solution to this problem?
Thanks!
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TeleVisits Q&A
We turned on healow TeleVisits for 4 of our providers to trial and have ran into a few questions
1) What role does your MA play in this?
2) How are you handling teenagers if they aren’t allowed to have portal access?
3) What about interpretation? How are you handling non-English speaking patients?
4) If you’re not using eCW TeleVisit…how are you securely sending your patient the “link” to join without sharing your providers email addresses etc.
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Patient E-mail list
Is there any way to get a patient e-mail list so we can send an email to all of our patients through constant contact? It would be great if we could get a smart list (i.e. active patient’s we have seen over the last 3 yrs)
I’m sure this has been asked before, but I couldn’t find this discussion
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New header on locked progress notes?
When locking progress notes today, I noticed a new header of patient demographics that is appearing on the locked note.
Is this optional and if so how do I remove it?
Seems redundant.
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No Healow App Dependency on Phone - TeleVisits
This morning eCW released an update that allows users to access televisits through their phone without having to download the healow app through the email reminder link. We have been able to successfully test this out using iphone but have little to no success with android products. I wanted to hear if anyone here had any better experience.
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Hello2Healow
Is anyone using Hello2Healow? Which version of ECW do you have?
We got a demo of hello2healow and the ease one can get a patient on telemedicine with Hello2Healow is really amazing.
ECW said we need a newer version of 11e. Any news of when its coming out. ECW has been talking about this since 2018 NUC!!
With Coronavirus outbreak, it will be a great time to implement telemedicine and get patients used to the new modality. The $8.3 billion for Coronavirus has provisions to waive restrictions on telemedicine for Medicare. See attached
https://time.com/5793535/coronavirus-telemedicine-telehealth/
https://www.healthcareitnews.com/news/congress-waives-telehealth-restrictions-coronavirus-screening
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Telehealth Visits
Looked into Telehealth with ECW. $2000 for the module and $1000 for IT to install it.
My PA found Doxy.me which for the basic function is free which for me during the Coronavirus crisis is all that I am going to be using Telehealth.
Looks easy to use and we are implementing this week.
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Telemedicine Alternative Services
We are looking for an alternative telemedicine service. We are using eCW’s Healow solution, but since we can’t get iPhones to work we are looking at about a 25-30% success rate. We need a back up plan.
We’ve looked at Doxy.me but the free version looks cumbersome (no text or email). We are discussing the Skype and google options as stop-gap measures for patients that can’t connect via eCW.
What is everyone else using and how well do you think it works?
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televisit problems - be careful
Ok I was ready to switch over to televisits today but it didn’t go as planed. Here are the problems I faced. Hopefully this makes sense.
Provider side: when installing the Healow agent on each provider laptop and desktop, there is a major glitch. The Healow agent install went well. Then you login to the agent, and it asks you to install a browser plugin and hit refresh. I installed but loops and keeps asking for the same download and install. It won’t let me “refresh” as it should. I had placed a ecw ticket the kind rep showed me how to “reset the cache” for the agent. Ctrl-alt-M when under healow settings screen. I did that and the result in out of 4 laptops it only worked on 1. 3 others laptops are stuck in this download browser plugin and refresh loop. I’ll have to place another ticket for this.
Patients side-
But for patients, the problem is on desktop version via the portal page. Once on patient portal, it has a button that says View Televisit FAQ and you can press a nice button that tests if the patient’s computer is compatible. It said no to me even though I have the latest chrome default browser and windows 10 operating system. The error says “healow TeleVisits use cutting edgebrowser technology to deliver a great experience. Unfortunately,your device is currently unsupported. Please use a laptop or desktop to access your TeleVisits”
So I bypassed that message and went straight to the “Join televisit”. It then did it’s own nice clean compatibility check and I got “its compatible for browser and audio.” That makes no sense if the other compatibility button said I failed. And evne though this says I’m compatible, at the bottom it said “My internet connection is only good enough for audio” which can’t be true. I can zoom and skype multiple visits on my business high speed internet and internal high speed network.
So then I went to the Healow app as a patient. Nice easy login and I can easily see I have 1 appointment pending. I click it’s twice then pressed “Start TeleVisit”. I entered the vitals (note text error - Heart rate and respiratory rate are labeled correctly) and was brought straight to virtual waiting room where it alerts me “waiting for Doctor to join.” After we connected. it was an excellent connection.
So to summarize, once I get ECW to correctly install the Healow agent on all our laptops error free, Televisit will work very well only if patient uses the Healow app. If they want to via the portal, there are risks patients will not connect and won’t be happy with the experience.
I do plan on asking ECW to credit these all test visits since they aren’t true visits.
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Ways to disable unecessary pop ups
Wondering if there are ways to disable some of the popups.
I see the place to disable popups for when you write prescriptions.
Just trying to cut down on the number of unecessary clicks.
Are there any popups that we can disable??
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Users are unable to add pharmacy to the patient demographics after last night’s upgrade/patch
All users are unable to add pharmacy to the patient demographics after last night’s upgrade/patch. Myself and another administrator can add the pharmacy. Any idea if this is a security setting change?
Thanks,
Karen
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ECW televisit setup and network requirments, did anyone open up ports?
Has anyone implemented any of the suggestions from the ecw televisit setup and network requirements guide? Getting a little push back from IT, but was wondering if anyone has made these changes and seen better performance for their televisits?
Specifically, there are some urls that need to be whitelisted, ips accessible, and some ports open.
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Does any one post ERA electronically or does everyone post them manually?
We have had problems with ERA’s posting incorrectly (wrong numbers) since we have started with ecw in 2011. Apparently this is a known issue and not fixable. So automatic ERA posting is not a usable feature. We are supposed to post all of them manually—right?
Has anyone successfully used automatic ERA posting?
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Changes made within ECW version - cloud based practice
Does anyone know of an upgrade that was pushed out on the Cloud Based practices of ECW? We have noticed several changes in the last 2 days and did not get any notification that changes were made.
1. The T Jellybean for claims follow up. This went from showing all my claims pending and worked (198) to only the current ones unworked (5)
2. The insurance within demos - if you previously typed “aa”, it would only bring up insurance that had AA in the beginning of the master file, now it brings up any insurance that has “aa” anywhere in the name. e.g. aaa and USAA will now show in the list.
3. All of our progress notes now print a header as shown below - this is a test patient so none of the info is real PHI.
TEST, JAIMIN DOB: 08/21/1950 (69 yo F) Acc No. 3101 DOS: 03/06/2020
Progress Notes
Patient: TEST, JAIMIN
Account Number: 3101
Provider: Edmundo Rivera MD
DOB: 08/21/1950 Age: 69 Y Sex: Female Date: 03/06/2020
Phone: 775-275-1053
Address: 114 Turnpike Road, Westborough, MA-01581
Pcp:
Anyone have an idea how to turn that off? I am emailing my SAM as well.
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Televisit Consents
For those of you have not done Telehealth before (like us) and are now thrown into during this emergency. What are you doing for consent in the Progress Note.
The consent recommended by legal, is a 2 page document. That will work great to have the patient sign after this crisis moving forward.
I don’t want to type this whole thing and have the provider read it to the patient and have it have to populate the note.
Is there any short, sweet, highlight, to the point information that is most important for the provider to read and gain verbal consent from the patient.
Tips please! and thanks!
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Televisit volume on Provider side
We are on 11 exe and we are experiencing random pc’s that we can’t hear the patient. However, if you use another application the volume is ok. We are trying everything.
Currently we need to add an external pair of speakers in order to hear the patient. Not acceptable at all.
Just wondering if anyone else is experiencing this random issue.
Thanks
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HIPAA compliant document uploads, emails
All of this newfound free time and seeing patients digitally has given us time to explore new ways to make our practice more efficient. We are looking for ways to securely upload documents (patient intake forms, insurance cards, etc) as well as patient-generated files (this could be anything from a BP log, old colonoscopy report, or picture of a rash).
We have not pursued HIPAA-compliant email to this point due to fears it would be used by patients instead of the portal.
To my knowledge ECW does not really have a solution for this. Anybody have success or failure stories?
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Televisit for patients that don’t have an email address
What’s everyone doing for televisits on patients that don’t have an email address? We have a patient on the schedule today and we’re scrambling to find a way to connect with him.
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