Telehealth Related Updates

June 11, 2020, 11:22 am

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Hello Everyone,

I wanted to create this area for Televisit related updates which I post in periodically. I have been posting updates in all the other threads and will attempt to consolidate it here. Depending on views here, I may also duplicate efforts and post in the other threads.

I will start by informing you about content you can access on support portal which you will definitely find helpful. In addition to all the documents and videos previously published on my.eclinicalworks.com, there are now two new short videos on how get your patients started with healow Televisits. There is one video in English and one in Spanish.

When you log-in to the the client portal, follow this path:
1)Click on Knowledge Tab
2) Documents and Videos
3)Expand Patient Engagement - Healow Core, Healow Telehealth Solutions, Healow Televisits, Televisits - Patient
4) you will find both videos here

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Ink Edit Defaults

June 12, 2020, 9:13 am

≫ Next: Progress Note Defaulting to Orders Tab

≪ Previous: Telehealth Related Updates

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We are looking at moving from MODI to the eCW Ink applet in eCW. It looks like it has come a long way in the past several years.

Is there a way to default the Header/Footer selections?  It appears that if you change them, they reset to the eCW defaults.  This is for stamping the document with items such as the patient name, DOB, etc.

Thanks,
Greg

Progress Note Defaulting to Orders Tab

June 12, 2020, 1:37 pm

≫ Next: Multiple Same Assessments in Previous Assessments

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Since our upgrade to V11.40.23.19 numerous providers have reported that the progress note is defaulting to opening on the Orders tab.  This is also happening when one of the blue link windows (Histories, ROS, Vitals, etc.) are closed.  It’s not happening to every provider, doesn’t happen every time, and we are at a complete loss as to what might be causing it.  Rebooting, clearing cache, does not help. Note: Our providers are using the desktop .exe version.

Has anyone seen this issue?

Multiple Same Assessments in Previous Assessments

June 13, 2020, 9:16 am

≫ Next: Upgrading fax lines

≪ Previous: Progress Note Defaulting to Orders Tab

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I’m not sure if this is recent but has anyone else noticed multiples of the same assessment when trying to add a Previous Assessments, from the Assessments window? If you scroll through the Previous Assessments each assessment shows up probably more than 2 dozen times. If a provider is trying to quickly add a previous code they’re having to scroll through this huge list unnecessarily.

Does anyone else see this too?

Upgrading fax lines

June 17, 2020, 7:47 pm

≫ Next: How to Associate Faxed Diagnostic Imaging Documents To “Diagnostic Imaging Categories”

≪ Previous: Multiple Same Assessments in Previous Assessments

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We are in the process of upgrading our fax lines from eCW.  I would like feedback on the IP solution eCW is recommending?  or what other solutions are working for your practice integrated with eCW?  I appreciate any recommendation.

How to Associate Faxed Diagnostic Imaging Documents To “Diagnostic Imaging Categories”

June 17, 2020, 7:23 pm

≫ Next: Problem connecting to televisit

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Is there a way to associate faxed diagnostic imaging documents To “Diagnostic Imaging Categories”?

We get many diagnostic imaging results as faxed documents, typically we do not have an associated order.

Is there any way to label/identify a document such that it would appear or could be associated with a “diagnostic imaging category”?

What does ECW look for in a document that allows it to be associated with a “category”?

Thanks

Problem connecting to televisit

June 18, 2020, 7:30 pm

≫ Next: Slowness/Freezing

≪ Previous: How to Associate Faxed Diagnostic Imaging Documents To “Diagnostic Imaging Categories”

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Is anyone having issues with televisit connectivity today? I have a clinic reporting that they used televisits successfully yesterday but it’s not working today. (They are using the same device, same workflow, etc.)

They say when they check compatibility, they get this:
Browser Detected: Chrome 64 bit (version 83) Windows 10.0
Healow TeleVisits use cutting edge technology to deliver a great experience. Unfortunately your device is currently unsupported. Please use a laptop or desktop to access your TeleVisits.

Hoping to avoid submitting a ticket as the eCW troubleshooting calls can be very aggravating during a busy clinic… 

Slowness/Freezing

June 19, 2020, 6:58 am

≫ Next: Using Browser and EXE in the same clinic.

≪ Previous: Problem connecting to televisit

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Our office have been experiencing slowness and freezing for several days.  We have tried both desktop version and 11e.  Tech support has been contacted.  When they get into our system they say nothing is wrong.  Anyone else experiencing this?

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Using Browser and EXE in the same clinic.

June 19, 2020, 11:04 am

≫ Next: Extremely slow

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Our company has multiple clinics. Some are using EXE and some are using Browser.

We are starting the process of transitioning all of our users onto the Browser platform, but are struggling to figure out the best way to go about this. Has anyone done this before?

Our idea is to do a phased roll out by training a super user and then have them train the users in the clinic. But the concern is that we could have a lot of mix up between the users if they run an issue.

Any ideas would be greatly appreciated!

Extremely slow

June 21, 2020, 5:51 am

≫ Next: ECW -> Quickbooks?

≪ Previous: Using Browser and EXE in the same clinic.

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Fellow ECW users:

Recently, ECW is extremely slow and freezing often.  We have the hosted SAAS version. I believe that we are hosted in Atlanta?

We called tech support. They recommended using 11E. We tried the 11E version with no improvement in performance.

Do you all have a similar experience?

Any suggestions on solutions?

Patients and staff are frustrated making us consider even drastic changes. Living in Florida, hosting ECW in our server is not very attractive due to hurricanes.

Any suggestions will be very much appreciated.

Thanks

ECW -> Quickbooks?

May 8, 2020, 7:24 am

≫ Next: V11.40.23.19 Upgrade

≪ Previous: Extremely slow

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Has anyone done this integration for accounts receivable? How did you connect the two? Using v11 and QBO.

Thanks

V11.40.23.19 Upgrade

June 23, 2020, 3:32 pm

≫ Next: Messenger appt reminder resource exclusions

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We upgraded to V11 last July and haven’t done any of the patches yet, we were planning it before COVID happened.  We have 1 inhouse IT staff member and myself, i work remote 4 hours from the clinic, so I’m nervous about doing any changes when I can’t physically be on location. 

Now with V11.40.23.19 available I’m curious if anyone has updated to this and how it went…any lessons learned, pros/cons, things to watch out for?

Thanks in Advance!

Messenger appt reminder resource exclusions

June 24, 2020, 9:43 am

≫ Next: H2h

≪ Previous: V11.40.23.19 Upgrade

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I have certain resources set to be excluded for messenger appt reminders. So they don’t get a text/phone call reminder of an upcoming appt. I checked the log and everything is good. However, since the patients are web enabled they receive an email reminder via Healow of the upcoming appt. That setting is either Yes/No and can’t be set by visit type essentially negating the messenger setting.

Am I missing something or can someone please confirm? Thank you!

H2h

June 24, 2020, 12:09 pm

≫ Next: TELEMED or TELEVISITS DO NOT CHANGE THE “S” JELLYBEAN COUNT

≪ Previous: Messenger appt reminder resource exclusions

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OK, I am having issues with enrolling patients.

From what I can tell, the patient has to be webenabled and has logged into HEALOW.
However the field still has Not enabled and will not allow me to check the box.

What is happening?

TELEMED or TELEVISITS DO NOT CHANGE THE “S” JELLYBEAN COUNT

June 25, 2020, 12:37 pm

≫ Next: Telephone encounters addressing themselves

≪ Previous: H2h

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TELEMED or TELEVISITS do not change the “S” Jellybean count, ie. they do not register in the “S” jellybean.

Is there a way to get these visits to trigger the “S” jellybean?

Thanks

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Telephone encounters addressing themselves

June 25, 2020, 11:21 pm

≫ Next: POS code HELP

≪ Previous: TELEMED or TELEVISITS DO NOT CHANGE THE “S” JELLYBEAN COUNT

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I have a provider that all of the sudden a couple weeks ago started having issues , when she was in her Telephone encounter screen, when she opens up an encounter it will , take off and mark addressed… just like there is someone on her screen doing it.  No problem before that and no other provider is having an issue.  I have seen it.  We have uninstalled and reinstalled the client (by the way she is using EXE)  we had her stop using the wireless mouse, to see if that did it.  then we finally gave her a new laptop.  Still the same issue.  Anyone have any ideas??

POS code HELP

March 18, 2020, 11:42 am

≫ Next: “Scribe server not available”

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We are trying to create and file tickets through a telephone encounter and if you manually change the POS from our normal filing code 11 to a 02 as required it will reject the claim stating it does not match our facility POS code 11. We can go over to the claims screen and manually open a claim but then Medicare won’t have the encounter to view.
Does anyone know if this is being waived by Medicare or will we have to swap over our Facility ID everytime we file from schedule to televist?
HELP!!!!!!!

“Scribe server not available”

June 26, 2020, 11:33 pm

≫ Next: RCM product

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Anyone else getting this message when using scribe?  I’m dictating my entire note, and then when I try to scribe it I’m getting this error message.

RCM product

June 29, 2020, 7:23 am

≫ Next: Dymo Label Printers

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I have a buyer beware notice if you switch to eclinicalworks RCM billing product.  We just transitioned to their RCM platform for simplified transparent KPI reporting.  I can’t give feedback yet since we only just transitioned last monday.  However be aware, they remove your resource scheduling view and control.  I can’t see who is on my schedule, and my staffs and employees.  It’s beyond annoying since it actually removes management transparency where I know who is doing what and when in 1 screen.

Dymo Label Printers

May 26, 2017, 11:35 am

≫ Next: Hub>“New Appt”>How do you change the default “facility”?

≪ Previous: RCM product

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We’re on 10e exclusively and interface with LabCorp.  We’d like to use Dynamo label printers but can’t get a solid answer out of eCW if they will work.  Has anyone used them with either 10e or V10?

If so, any tips on getting it to work?