Novari eRequest Administrator Guide V1

Novari eRequest Administrator Guide V1

Introduction

Novari eRequest

Novari eRequest™ is a flexible platform which uses modern technology to streamline the processing of various requests for healthcare services. The software can facilitate direct or point-to-point requests from a sender to a service site, clinic, or provider. More importantly, requests can be centrally managed by the system’s central intake capabilities and routed to the most appropriate and next available resource. As an example, an orthopaedic clinic using Novari eRequest™ may centrally manage and route all inbound requests according to the clinic’s specific policies.

eRequest Coordinator

The eRequest Coordinator role allows a user to perform administrator tasks and provide some of the Tier 1 Support required for the application. The eRequest Coordinator acts as a triage point for multiple types of requests, including; registration requests; account management (permission) requests; support requests; change requests; reporting requests and training requests.

Novari PRM™ (Administrator)

As mentioned in 1.2 the designated eRequest Coordinator will be responsible for account management. This section will provide a brief introduction to the various parts of the PRM. The database can be accessed by clicking the Administrator from the top menu within eRequest.

People List

The initial screen that will be displayed to the administrator in the People List. This references all the individual identities of people within the Novari Platform. This includes both user and non-users. As part of the pathway data, non-user information is required to be added (i.e. Requesters).

Locations List

Similar to the People list, the Locations list is where the list of locations associated with the People and the referral pathways can be managed. The Locations are also used to define the steps and permissions required for a referral pathway and so in some cases, will be better defined as the program/service provider that is responsible for a step in the workflow rather than a single physical location.

Role Definitions

To setup a user account you will need to understand Roles and as this is what determines the type of access the user requires.

· eRequestUser – This role is needed for all eRequest Users, the Novari Access to Care Platform will eventually allow super-administrators that may need to manage a user within multiple modules of the application. The eRequest Administrator will only have the ability to manage eRequest users

· Requester – Primarily viewed as the referral source, the user will need this role if they are creating electronic versions of referrals

· Fax Receiver –This is a very specific role provide to a user who performs the data entry necessary to turn an external request (e.g., a received fax or an uploaded referral) into an electronic version.

· Service Coordinator – This role provides a triage point in a pathway where Eligibility/Appropriateness is defined as a specific step in the pathway. The role will be used, when there is a specific user who needs to ensure the referral is appropriate. In other pathways, the eligibility can be completed by the Requester.

· Router – Primarily viewed as the Central Intake role, this role allows a user to accept, triage and route referrals to their appropriate next destinations.

· Protocoller – The protocoller role is defined in the system as a user who extends the referring information to include additional details and helps to define the appropriate course of action within the pathway.

· Receiver – Primarily viewed as that service provider who is the final destination for the referral.

eRequest Permissions

The eRequest Permissions are location based, and focused on two key parameters:

1. User requires the ability to generate new requests for a particular location.

2. User requires the ability to view and manage referrals that are currently waiting at a particular location.

Adding New Users

Before adding a new user, you will require the following information:

1. First and Last Name

2. Designation (if applicable)

3. Email address (this will become their username for logging in)

4. CPSO # and Billing # - For Physicians, CNO ID for RPNs

5. Phone Number and Fax Number

6. Location Information

a. For Requesters this would be the practice location or service provider location

b. For Receivers and other user roles this would be the name of either the service or established location that they require permissions to (e.g.: Outpatient Services)

1. Role – What type of access is required

Checking for Duplicates

To avoid duplication when adding new users and non-users ensure before you begin search the people & location list by Active and Inactive. Go to the status drop-down at the top of the list to change it from Active (which is the default) to Inactive. For user accounts if an old one exists that has been deactivated you may be able to re-activate them, but they MUST have the same username as that field can not be edited.

For inactive people and locations, ensure you update the Status to active in order to be able to update and utilize.

Under Personal Details for the person, go to the status and select Active and click Save.

Add Person

Open Administrator from the top menu

Ensure you are on the People list view, go to the search bar to the right and search the name of the user, the list will default to Active users. If no matches come back, then change the Status drop-down to Inactive to ensure again no duplicates are being created.

Click Add Person

Complete the mandatory fields * and click Save

The newly added Person Details will open

Designations and Locations can be added to reflect the necessary details about the newly added person that might impact their eRequest permissions.

Click Edit in the Designation(s) section to open the selection box to indicate their designation. Select the designation and click Save

For this example, the account will be a service provider account that requires access to submit (Requester) and manage incoming referrals (receiver) at a specific location.

Click Add Location, the Find Location box will appear, in the Name search field type the location name (in some cases a user can have multiple locations assigned).

For Jenny Test, will require 2 different locations one for submitting referrals and the other location for managing incoming referrals. Sometimes these can be the same location.

Type the name of the Location in the Name field and click the location to select it. The Add Person to Location box will appear showing the Name of the Location, Click Save.

Since this user requires access to two different locations, click Add Location again and repeat these steps.

Add the Phone and Fax number for both locations, click the Edit button

The below details box will open, complete the information, and click Save

Account Setup

The next step in creating a new user account is to create the account. This will be the user’s login information; you will need the users email address to complete this.

Click Create Account, the Create Account window will open:

Email Address: Enter the email address for the user (please ensure the address is correct as once saved you will be unable to edit this)

Signs in with Multi-Factor Authentication is a required selection and “i” icon describes the need for this: requires the user to use both their password and an authenticator to validate their identity. In most cases this should be set to NO unless your organizations deems it necessary for access.

Health Information Custodian (HIC) is a required selection and theimage.pngicon describes the need for this: Please set this flag to "Yes" when this account is for a Health Information Custodian (HIC). A HIC is an individual who has custody or control of personal health information, most typically a physician. Do NOT set this flag to "Yes" for agents/employees of HICs.

Password: Create a generic password that meets the listed criteria and provide this to the user. The user will be required to create a new password upon their first login with the same criteria.

When completed click Save, once saved you will see the account details and a new section Account Security. Account Security gives you the option to disable the account and change the password.

eRequest Permissions

The eRequest Permissons are locations based, so in this example the user indicated that they are going to be requesting from the Test Hospital location for Diabetes Management and receiving requests from Test Location.

Click the edit button under Requesting Types for the Test Hospital location. From the pop-up box check the corresponding box under Requesting Types and click Save.

After saving you should see the requesting type you selected appear:

Receiving Types are for when a person can have referrals routed directly to them at this location (e.g. When routing to a certain specialist)

Click the Grant button to turn on the permisson (without this the user will not be able to access eRequests at those locations). The buttons will turn red and say Revoke.

Custom Dashboards

Within the bottom section of the eRequest Permissions is a set of custom designed dashboards that are associated with the referral pathways available within your installation. The design and creation of these custom dashboards is usually defined as a part of a new pathway as they are being implemented. The selection of these dashboards will influence what the user sees when they first log into the application.

Note: all roles will have a pre-defined generic dashboard that will be visible for all users with that role defined.

In this example the user will require the Halton Requester Dashboard and the Halton Receiver Dashboard.

Adding Non-Users

Non-users are required to be added into the Administrator for various reasons:

• Processing Referrals (in order to indicate the Requester they must be entered into the Admin database)

• Routing (if the pathway requires routing to an individual rather than a location, e.g., a specific surgeon or specialist)

• Populating specific drop down lists

When adding these non-users you must take care and ensure you have the correct information (e.g., phone & fax number, address, correct spelling of name, etc) if the information is found to be incorrect this could lead to issues in privacy.

Add Person

In the eRequest Permissions tab of the non-users account you will still need to add the requesting types required as you do for users, the difference is that you will leave the Access to eRequesters at this location as Grant.

Locations

Locations also need to be created for purposes of routing referrals if the pathway requires a referral to be routed to a specific location rather than a person.

These locations can also be added to certain users eRequest Permissions if they require access to those referrals as a receiver.

Creating Locations for Routing

Go to the Administrator and go directly to Locations and first search the location to ensure that it doesn’t already exist (see Checking for Duplicates for how to avoid duplication).

Click Add Location

In the Add Location pop-up box type the Name of the location in the name field and select the Location Type. The location type has several options, select the one that matches the location you are adding.

NOTE: When creating a name for a location that will be used for routing, keep in mind that the Name is what will appear in the routing.

When creating the name there are 2 recommended naming conventions as below:

1. Organization (-) program name

1. Organization name (-) address

Click Add Location, complete the remaining Address fields:

Select the eRequest Tab from within the Location Details and check the box of the type of referrals that this location will receive. Your options will differ from this example:

Click Save

Fax Templates

Fax templates can be uploaded by users directly into their account or by the eRequest Coordinator if preferred.

Adding Templates

Users adding their own templates to their account can be done easily by having the user go to their user profile from the top right corner where their username is displayed and click User Profile.

This will take the user directly to their account in Administrator, the user will then click the Templates tab. From there they can edit, download or remove any existing templates or add a new ones.

Templates MUST be created and uploaded as Microsoft Word documents. Templates can also be updated once uploaded to the user’s profile to include Autofill Keys (coding that can be copy and pasted into the template that will populate automatically e.g., Patients Name, Requesters Name, and Current Date) or to just make an update.

Updating Users

When required you will need to update, edit existing and deactivate users. This section will cover these various updates.

Deactivating

Due to eRequest being a web-based application that has individuals’ personal health information it is important to setup a process to be informed immediately when a user no longer requires access to their account (e.g.: user has left the organization).

When required to deactivate an account go to the administrator search for the user under People and click the name of the individual you need to deactivate.

Go to the users Account tab and Click the Disable Login button

Updating User Accounts

If you receive a request to update a current users account, there are limitations in terms of what information can be updated. If a user’s email has changed or there was an error when inputting, unfortunately this will require a new account to be created for this user and the current account to be deactivated.

What can be updated?

· Name

· Password

· Contact Information

· Designation

· Permissions and Roles

All the above items can be updated by the eRequest Coordinator and do not require Novari Support to be contacted.

Help Desk

Within the application users can access the Help Desk link from within their profile menu at the top right of the application.

This will take the user to the Novari Help Centre which houses a multitude of Knowledgebase documents that cover many different topics that can assist users on how to use certain features or some basic troubleshooting, sharing this with your users may avoid unnecessary support calls.

Support and Relationship with Novari

Novari eRequest maintenance includes Tier 2 support, with Tier 1 and Tier 2 defined as follows:

Tier 1

Tier 1 support is defined as first contact with the end-user of Novari eRequest. Tier 1 support staff will provide basic troubleshooting support for Novari eRequest and resolve desktop, browser, configuration, or networking issues. Configuration will eventually include, but is not limited to, table maintenance, user access, and/or removal of erroneous data. At this stage, basic application troubleshooting may optionally be provided by the client to rule out simple issues. Unresolved Tier 1 issues are escalated to Tier 2.

Tier 2

Novari Health will provide Tier 2 support for Novari eRequest, defined as advanced troubleshooting and problem resolution. Tier 2 support is limited to a set of predefined individuals known as eRequest Coordinators. Each pathway will indicate individuals to act as eRequest Coordinators. Each eRequest Coordinator will be issued a distinct support license ID, which they will be required to present when contacting Tier 2 support. Any individual requesting Tier 2 support without a registered support license ID will be requested to contact their eRequest Coordinator. The eRequest Coordinators are expected to validate support issues and verify that the issue is in fact a Tier 2 support issue.

Once a concern is validated as a Tier 2

Support Escalation Flow

Non-Support Requests

With the relationship that is built between the Novari support team and the group of eRequest Administrators, it makes sense that any non-support requests are made by these same individuals. Some examples of these requests are:

1. Change requests – enhancements to existing workflows

2. Reporting requests – any additional reporting requirements or assistance in how to access the information they are looking for

3. Training requests – any additional training assistance that Novari could provide

Each of these requests will be reviewed on a case by case basis and the Novari support team will ensure that the appropriate individuals are notified within Novari.

Troubleshooting

There are several this that the eRequest Coordinator can do with user reported issues prior to calling Novari Support. This section will provide some troubleshooting for specific issues that may occur with your users.

Login Issues

Below are some steps to walk through with users when they report that they cannot access the application:

· Check to ensure user is connected to the Internet

· Have user re-open a new browser window and ensure that they can go to an external website.

· Check users FQDN (fully qualified domain name) to ensure it is correct, as it should be https://erequest.on.novarihealth.net

· If the user has a saved bookmark or favourite with the FQDN have the user check to ensure that it has the correct FQDN.

If the user can access the login page but is unable to login it may be due to incorrect password being entered (reminder passwords are case sensitive). The application will lock the users account for 10 minutes after 3 or more failed login attempts. The eRequest Coordinator can unlock by resetting the user’s password in administrator and providing a new temporary password to the user or have the user try using the reset password link from the login screen.

Browser Issues

Some issues that you encounter with your browsers can be solved by changing your browser settings, refreshing the page, or clearing the browser cache and cookies.

Approved Browsers:

· Microsoft Edge v.11 to latest

· Google Chrome v.40 to latest

· Safari v.9 to latest

· Mozilla Firefox v.31x to latest

Force Refresh

A force refresh or reload will cause the browser to re-check with the web server to make sure it has the latest copy of the web page you are viewing. Below are the keyboard short-cuts to force a refresh:

· Windows: Ctrl F5

· Mac/Apple: Apple + R or Cmd +R

Clearing Your Browser Cache

Each time you access a web page, your web browser stores a temporary copy of the files needed to display the web page to you. Those temporary files are called the browser cache. If your cache is not updating properly or if it’s stuck, you could be viewing an older version of some of the supporting files that run eRequest. If you clear the cache, this will force your browser to fetch all the files for a website again, so you will see the most recent version of the page.

Instructions for clearing your browser cache will be different for each browser.

Microsoft Edge:

1. Click the ellipsis at the rip right of the browser page to open the browser menu

2. Click Settings from the menu and you can either type Cache is the search field or select Privacy, search, and services from the settings menu.

Scroll down the page to Clear browsing data and click Choose what to clear

3. The clear browsing data window will open and ensure the following items are checked:

a. Browsing history

b. Cookies and other site data

c. Cached images and files

4. Click Clear now

Google Chrome:

1. Click the ellipsis at the rip right of the browser page to open the browser menu

2. Click More Tools and select Clear browsing data

3. The clear browsing data window will appear and ensure all items under Basic are checked and then click Clear data

Safari:

1. Click on Safari (at top left corner of browser) in the menu bar

2. Click Preferences

3. Select the Privacy tab

4. Click on Manage Website Data

5. Select Remove All and click on Remove now in the pop-up

6. Check in Advanced tab, Show Develop menu in the menu bar is selected if not check the box

7. Select Develop in the menu bar on the top of the screen and click Empty Caches to clear Cache

Mozilla Firefox:
1. Click the menu button

2. Select the Privacy & Security panel

3. In the Cookies and Sites Data section, make sure Cached Web Content is checked and click Clear Data

Scanning Issues

When scanner is not working in eRequest. Check that the scanner is there**:**

1. Click Windows “Start” in bottom left corner

2. Click “Devices and Printers”

3. Ensure that the scanner is showing up. If the scanner is not actually showing up, then it is not connected to the computer properly.

Check if the scanner is showing in eRequest:

1. Tell user to go to attachments tab on an existing referral and click on the Attach action button

2. Select the “Scan Attachments” button from the Select Source banner.

3. Ensure that the scanner is in the list of sources provided. If the scanner is not showing in Novari, it could either be:

a. Not TWAIN compliant (not compatible with the software)

b. Not configured properly. Make sure the user is selecting the correct scanner – the one they found when checking if the scanner was there.

Check if the Scanner is Working Outside of eRequest:

1. Put paper to be scanned in scanner, click “Scan” then “Start” (this varies upon different scanners). The scanned paper should pop up on the user’s computer or ask where it would like to be saved. If the scanned paper doesn’t show up or save anywhere, the scanner is not set up for the computer properly.

2. Go to “Start” > “Devices and Printers” > Find the device, right click on the device. Find “Start Scan” and start the actual scan. If there is no “Start Scan”, the scanner is not set up for the computer properly.

3. If the scanner has been able to get and save the scanned document, walk user through the attachment “upload” feature. If the user can do the upload fine, the scanner itself may not be Twain compatible.

Check if the user has the WebTwain Add-on for their browser by going into the settings under Manage Add-ons.

NOTE: if user just installed WebTwain, make sure they restart their browser