Is anyone on 12.0.2? We are hoping to update soon, since we have some major bugs with V12.0.1.03007183.
Any bugs to note? Or fixes?
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Anyone on 12.0.2?
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We upgraded to V12! AMA
We upgraded to V12 last night from V11e and EXE (our users were split half and half). Moved (or tried to move) all our staff to the Web version for a few months before upgrading to V12 for practice. We had eCW trainers on site for 3 days, including today (Go-live day).
We prepared by updating everyone’s plug-ins to version 5, the minimum required version for V12. We did almost 200 devices one at a time, because eCW told us there is no way to push it out to everyone’s at once. Except V5 plug-in is not compatible with V11e, so it was a nightmare for a week (MAs couldn’t print lab reqs, and a bunch of random/weird plug-in issues). But it’s not like we could get to 200 devices after clinic closes at 7pm and the update begins at 9pm.
Early this morning/before clinic opened, I went in and added the new V12 security settings to role groups. eCW conveniently added a bunch of new security settings such as “access to right chart panel” and “access to view medical summary” that don’t auto-turn on for users. They also didn’t tell us this; I had to dig through all 1,048 pages of the V12 release notes to find them. Let me know if anyone wants the list.
Our desktop icon for the Web version no longer works; we can only use the Chrome link. eCW is “aware” of the issue. There’s a workaround that involves going into the plug-in settings on Chrome and switching a bunch of things, and then the icon works sometimes.
Most of the new features (like enhanced medication search) require item keys. I also dug for those, since they told me there is no list they can just send me. Let me know if anyone wants that list either.
Besides those annoyances (so far), the actual new features are awesome. Staff likes it so far minus the little hiccups, and I love the new admin features.
Happy to answer any questions.
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unable to type med lot numbers after 11.52 upgrade
Our nurses are receiving error messages when they attempt to type in med lot numbers- the message is to the effect that the number needs to be entered in/pulled from inventory. Have other practices experienced this after the upgrade?
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Anyone else experiencing Televisit problems?
Please move or correct me if this is posted in the wrong sub.
My practice has recently started seeing more patients via Televisits, with one of our providers seeing a full schedule of patients via Televisit one day a week.
For the past several weeks she’s had 2-3 patients per week that can join the televisit, but have no video or audio feed.
Generally from what I gather the patient is on a cell phone. We instruct them to use the Healow App and generally they are, but they have no video/audio feed in the Televisit.
Considering I’m not at the patients house nor have I spoke to the patient, I’m not sure the exact problem but I’m told that on the patient’s end they are clicking join, allowing the permissions etc and only see a blank screen, cannot hear or see the provider.
When we do testing with a test patient, the televisit always works, we tried it on Windows via Chrome, MS Edge as well as with an Android device running the Healow App. - we cannot replicate the issue, whenever we test the televisit connects fine and both parties can see and hear each other.
I’m concerned that with the myriad of both iOS and Android versions out there, with different hardware etc that the Healow App isn’t fully compatible with all devices, especially older or outdated devices. And that even though they are able to install the Healow App, there’s still some incompatibility that isn’t allowing the Televisit to connect.
For all we know it could be the patient’s network or home router blocking the connection as well ..
It’s a massive job to diagnose such an issue and we’re not even sure how to without physically going to the patient’s houses .. so I’m not expecting a real solution to the problem here, but I would like to know if other practices experience the same and if you feel it’s gotten worse or better recently?
Also if you are experiencing this issue please let me know which version you are on. Thanks for your time!
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Blocked encounters policy?
With V12, we can now block encounters from posting to the patient portal. We were wondering if any other practice is utilizing this feature, and if so, what your policy looks like regarding it? We are planning to use it for situations like DCS reports, domestic violence, sensitive diagnoses, etc. but wanted to brainstorm with other practices. Thanks!
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List of Metadata?
Is there a way to pull a list of all data elements/metadata inside of eBO/package? I’d like to have a document (similar to a codebook) that assists with onboarding and understanding of currently available data. Thanks!
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Plug-In Mode and Printing to Network Printers
Hello!
Is anyone else using the plug-in version of the web version that eCW recommends and also use Networked printers? We are being told by eCW that the only way to connect to Networked printers is to manually add the IP address of each printer to each PC. We have hundreds of PCs across more than 16 physician practice offices which makes that quite an impossible task. We are curious what other practices are doing if using Networked printers.
Thanks in advance!
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Provider name change - unable to change “print name”- help?
Greetings,
We have a practitioner who has a name change. Have updated fields in the EMR for Providers with the new name change and it’s working correctly with the update throughout eCW.
However, in the Provider information section the “Print Name” is grayed out and I cannot change it from the previous last name to the new last name, so whenever she physically prints an Rx it’s showing her old previous name.
Anybody know how to change this field called “Print Name”?
Thanks in advance!
Jeff
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Has anyone had to sign a “CMR request?”
Myself, our Chief Quality person, and our COO received a PDF from someone at eCW we had never spoken to before, and were told to sign it. It’s a “CMR request” and they want us to “acknowledge the bug is identified” and give them permission to go in our system and make updates regarding a certain bug.
We have never had the issue/bug they are describing, and certainly didn’t place a ticket for it.
Our SAM is following up with us and asking us to sign it, but we are confused because:
-we have never had to sign anything like this before
-we didn’t have the issue in the first place
-we have never had our SAM be so persistent in getting us to sign something
-they sent it to such random individuals at our organization.
Is this common? has this happened to you?? Are they going to be doing this with every bug from now on?
*eCW, don’t follow up with me about this or reach out to my SAM! We have it handled, I’m just trying to get community feedback.*
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Authy app wrong code
Provider has been on leave for a while. Upon returning she is getting an error when using the authy app. It says wrong code entered. The fob works though. We have resynced the phone in epcs but still wrong code using the authy app. Any suggestions or ideas?
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ECW made us switch payment processors and now our kiosk credit card readers don’t work - anyone else?
Hello there, this has been a rather ridiculous issue.
Earlier this year we were informed by ECW that our credit card payment processor would be switching from Vantiv to Global Payments (formerly OpenEdge) - Global Payments shipped us new USB card readers for our desktop computers to collect payment at check out but apparently none of the project managers involved realized we also use eClinicalWorks Kiosk app on iPads with ID Tech iMag II card readers to collect payment at patient check-in.
The IDTech iMag II card readers were only compatible with Vantiv - at one point Global Payments compatible models were manufactured but have apparently been discontinued and are not available to purchase anywhere. The Global Payments models use a different encryption method compared to the Vantiv models which is why our old Vantiv models won’t work with Global Payments.
So now we are left in a useless situation where we cannot accept payment at our kiosks and the ECW/Healow team have no answers for us. They basically completely dropped the ball and I had to spend essentially several weeks gathering information from ECW, Healow, GlobalPayments, their old partnered kiosk vendor Vault Enclosures and their new partnered kiosk vendor Ledabour.
For weeks ECW/Healow team were insistent that Global Payments could provide compatible readers but that turned out not to be true.
After spending weeks consulting with all of the above I discovered there is no Global Payments compatible card reader currently available and all the Healow team could tell me after this was that they are working on a solution but it likely won’t be available for months.
We can’t be the only practice in this situation, has this happened to anyone else and did you get the same answers I did?
I just can’t believe they dropped the ball so hard and are now alienating our patients as patients are accustomed to paying at check-in on the kiosks and have been doing so for years at this point.
To ECW: I’ve already been in contact with my SAM, Healow lead and essentially anyone else involved, a case doesn’t need to be created for this as it would just waste the time of everyone involved. Thank you.
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Notifications For Due Surveillance/Screening Testing
Every few years, I like to ask the community, how do they track clinical testing-such as colonoscopies, PSA, mammograms, Pap smears, that are due at certain intervals, at the point of patient care (with the patient,not in retropsect)?
After using ECW for many years, it has yet to offer a clinically useful notifiation system for this scenairio-Alerts/Actions/CDSS are convulated/arcane/user hostile, and don’t offer a notifiation, unless the user goes “looking for it”.
Presently, we use the “Secure Field”, as it is one of the few persistent fields, as a note pad to manually track these tests.
It’s clumsy and often not up-to-date.
Anyone found a better tracking system?
Thanks
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The “done” button is done!!
I was so excited to see the “done ” button on the common send is gone this morning!!!! It was becoming such a patient safety issue because of the constant meaningless clicks that were causing providers to blow by the screen instead of looking for the items that failed.
Just wanted to give a thumbs up to ECW!
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Referrals - Customized Print format
We have been on eCW since 2009 and we do over 35, 000 referrals a year. Initially we had to mail referrals to the patients once the authorizations were completed. The default format of the referral would carry out to 2 pages because everything was aligned to left side margin. This resulted in unnecessary paper when printing and extra pages when faxed. So we asked eCW to change the format of our referrals so the majority would fit on ONE page, this also allowed us to use WINDOW envelopes so we didn’t have to print address labels or handwrite addresses.
Every time we did an upgrade the Format would be lost and we would have to ask them to load our custom format. You can image how many times this had to be done since we started with them on version 7
Fast forward to today - we are on the V12.0.1 Patch V12.0.1.03007183 recently installed on 10/25/2023 - and as usual the format was lost…again.
So we logged our usual ticket to have the custom format reinstated.
To our dismay - eCW has all of a sudden decided that they will no long approve the change. BUT they decided to now identify this as a bug and assign a JIRA to the case “for future enhancement”
“Please find details for below mentioned JIRA(s) :
1. PE-186832 - As a user, I need a Referral form to be properly aligned with all the information in the entire page, so that the number of pages can be reduced while printing or faxing.
Your enhancement request has already come to our attention and is currently on our roadmap. Further updates will be added to this case.”
This is absolutely ridiculous! As such I am frustrated as to where I go to next.
I am sure many are asking why are we still “MAILING” referrals to patients - we have many patients that either have no form of technology to use Portal receive confidential info and or do not want anything sent to them re Portal or electronically so we have to have the ability to Mail them; AND we have many specialists that do not use P2P or direct messaging and so we have to fax them all the referral and documents.
ALSO - Yes - I’m probably making a mountain out of a molehill but when you are trying to keep costs down, this is a big deal to us AND for 14 years it wasn’t an issue - as a matter of fact when we did the full upgrade to V12 LAST July - they had no problem doing it.
AAGGHH!
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Healow Sign
Have any practices started using this yet?
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“Encounter Form”??
Ok, I have searched and I looked on eCW’s support site, but I cannot find any instructions on creating/editing an encounter form.
File > Print > print encounter form brings up a very basic box that has the option of “get report” or “get report Word”. The “get report” option shows the basic demographics I would like but would like to add to this for use for each visit (printed piece of paper)
The “word” option apparently links to a letter, so I guess I could create a letter template if needed….
Thanks
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Random Old Orders Appearing Under “L” Jellybean “View All Reports” Option
We updated to : Server Version: V11.52.305C.66_64
I undersand there is a policy to post all results to patient portal now, but, for some unknown reason, orders as old as 8-9 years old are appearing under the “L” jellybean, with a demand we “post them to pt portal”!
It’s not clear why such old orders are appearing or what orders are chosen by the system. It’s my understanding the medical record policy to post results is not “retroactive” to the distant past.
Does anyone understand this situation? Is there a way to stop it?
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HEALOW ... Last log in: ______
So, this is a verrry handy piece of information. Tells me if my patient is actively engaged with Healow, or if it’s been forever.
However, I can only find it when I have a progress note open. As you all probably know, it’s the top right corner box.
BUT, I need it most when reviewing labs, and want to send the patient a message about their results. Is there any where this can be seen on the Hub or in a Telephone Encounter? Maybe a setting or something?
Thanks fam. Apreesh.
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System structure for multiple business lines
eCW - I don’t need a ticket created)
We have multiple business lines with separate TINs in our system. Some are hospital-owned and some are privately owned, utilizing our billing service. One of our privately-owned business lines (TIN 1) is being absorbed by the hospital and will be placed under (TIN 2) After this change, the claims for services after 12/1 will be billed under TIN 2 but we’ll be doing A/R run-out for a period of time on TIN 1 services. The same providers that worked in TIN 1 will be merging into the TIN 2 group.
In a situation like this, would you suggest creating 2 provider profiles to keep things separate? (eCW suggested this in the past.) Or is there a way to keep 1 provider profile in the system and bill based on facility/TIN?
To add to the excitement, I believe the plan is to eventually separate the service from TIN 2 and create a separate TIN (TIN 3)
eCW has suggested moving to Enterprise Directory to better manage our setup because we have a variety of services & TINs. I am not finding a lot of information on the eCW website about how this would be managed and hoped this group might have experience & advice.
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Survey: how many times do you have to click a button before the button responds?
I’m just wondering if others have this problem.
Sometimes I click on a button and it takes 8 seconds or more to “activate” and respond.
Sometimes I click on a button, for example I want to lock my note and it does nothing after multiple clicks and waiting. The ehr is not “frozen.” The button just does not respond. So I have to click out of the progress note and go back in to click on the button.
It is only on the web version. I’m on version V12.0.1.03007196
Do you all experience the buttons not responding promptly or not at all sometimes.
Examples of buttons that I have delays or nonresponse with clicking include: jellybeans, lock note button on bottom of progress note.
It’s not consistent. Sometimes I have to close the EHR and open it again and it works fast again but then later it will slow down. I clear cache daily two or three times a day but it does not help.
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