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Scheduling from HIS to Novari eRequest
Here are some common errors or issues you might see if you are having trouble with scheduling from HIS to Novari eRequest.
Appointment not showing in eRequest
If an appointment that is scheduled in HIS is not showing in eRequest, please confirm the following with your IT Team
The message for this patient was sent.
The message conforms to the specifications outlined during the project.
The Novari ID was sent in the message.
The patient demographics were included in the message.
The Novari connect services are running, if not a restart is needed.
If the message was sent, please send an email to Novari Health Support and provide the Novari ID, transaction ID and date and time it was sent.
Referral state did not transition
If an appointment that is scheduled in HIS is also reflected in eRequest, but the referral state did not transition.
Please review the referral history and check that the referral was in the correct workflow state before you scheduled the patient in the HIS.
Appointment did not update in eRequest after rescheduling
If an appointment did not update in eRequest after rescheduling in the HIS, please confirm the following with your IT team
The message for this patient was sent.
The message conforms to the specifications outlined during the project.
The Novari ID was sent in the message.
Was the appointment rescheduled or cancelled and a new appointment created?
If rescheduled, was the appointment ID the same as the existing appointment ID?
The rescheduled appointment will require a new ID. If the ID is the same as the original appointment you will need to cancel and then book a new appointment in your HIS.
If cancelled, please review the referral history and check that the referral was in the correct workflow state before you scheduled the patient in the HIS.
Request to Schedule from Novari eRequest to HIS
Novari eRequest can be integrated with an HIS to send request to schedule messages (S12) to the HIS. This integration will remove transcription and manual steps, enhancing interoperability for a more efficient system. Novari eRequest uses Fast Healthcare Interoperability Resources (FHIR) standards. All appointment-related information is sent to the HIS, eliminating errors or the need for manual intervention when scheduling appointments.
Fields in Novari eRequest are mapped to the HIS's format during implementation, including protocols and exam codes. An essential feature of this process is that your HIS saves the unique Novari ID and includes it in scheduling updates. Novari Connect is used to pass the message between Novari eRequest and the HIS. Novari eRequest requires acknowledgement back from the HIS. The acknowledgement returns the same message control ID (MSH10).
Novari eRequest does not handle cancellations through this integration. Cancellations occur within the HIS. Cancellations messages sent to Novari eRequest must return the Novari ID.
Troubleshooting
The request to schedule message was not received
If the request to schedule message was not received by HIS, it could be caused by one or more of the following:
Your hospital’s information system port is not listening.
Novari Connect was unable to connect to HIS.
The message was not sent by Novari eRequest.
Novari Connect is not running.
Issues with the network/VPN.
If you experience this issue, please confirm the following with your IT team:
The network/VPN are working.
The message for this patient was sent.
The HIS port is listening.
The Novari Connect services are running.
If the message was sent and the network/VPN/port/Novari Connect are working, please send an email to Novari Health Support providing the IT message ID (not the Referral ID) and date and time it was sent.
The request to schedule was not processed by the HIS
If the request to schedule was not processed by the HIS, this could be caused by the S12 request to schedule message missing information, such as the Novari ID or patient demographics. It could also be an issue with the HIS
If you experience this issue, please confirm the following with your IT team:
The message was sent and contains all the necessary information.
The HIS received the message.
If the message was sent and the HIS received the message, please send an email to Novari Health Support providing the IT message ID (not the Referral ID) and date and time it was sent.
ADT Outbound
Encounter was not generated (CAMH only)
Please confirm that there is an MRN displayed in the application
Please confirm that the referral was submitted and is in the work in progress state
Check with your IT lead if an A05 was received
Request to ATC
Referral did not go to the ATC inbox
Is the provider GUID from eRequest mapped in ATC?
If not, this needs to be mapped
Is the location for the provider enable to send to ATC?
If not, enable the location in identity (PRM)
Orders and Documents Troubleshooting
File was not received in PACS or HIS
If you find a file was not received in PACS or HIS, please confirm that the requisition or referral is completed in the application.
Please confirm the following with your IT lead (Novari Support Coordinator)
The order or S14 message for this patient was sent.
The message conforms to the specifications outlined during the project.
The Novari ID was sent in the message.
The Novari connect services are running, if not, a restart is needed.
The file is on the server and didn’t get picked up and added to the HIS or PACS system.
If the message was sent, please have your IT lead (Novari Support Coordinator) send an email to Novari Health support and provide the Novari ID, transaction ID and date and time it was sent.
Files are taking longer than expected to show in PACS or HIS
If you notice that files are taking longer than expected to show in PACS or HIS, please confirm the following with your IT lead (Novari Support Coordinator)
The time the order was sent and left the interface engine.
The time the file left the server.
The time the documents appeared in PACS/HIS.
If this delay is with Novari sending the documents, please have your IT lead (Novari Support Coordinator) send the details to Novari Health support and include the Novari ID.
