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How can I fix case completion Issues?
Scenario #1:
User marked a case as not complete when it was in fact completed
Obtain the MRN (Case Identifier) for the case that was mistakenly marked as not complete
Navigate to the Care Venue module
Use the drop-down menus to select the hospital and care venue for the case
Click on the number on the calendar which was the completion date of the surgical visit
At the top of the screen click the Add a Case button, enter the MRN of the case and click OK
The case will populate on the day and the user can complete the case
Scenario #2:
User marked case as complete when the surgery was not completed
Contact your Wait Times coordinator and relay the MRN or Novari Identifier of the case, and ask them to remove it from the WTIS MPM as a data entry error
Navigate to the Administrator module from the main page and click on Remove a Waitlist Entry
Select the provider for the case and enter the patient's MRN (case identifier) or last name
Click on the list code of the case from the results displayed
Take note of all case information, including (but not limited to) alerts, allergies, comorbidities. A screen capture image taken can be a useful resource to use as reference
CAUTION: Once the case is removed from the application it will be as it the case never happened and the case will not be able to be searched for again
Enter the 6 digit number into the text field and enter a reason for removal and click Remove
Once the case has been removed from Novari ATC and WTIS the case can then be re-entered on the provider's waitlist using the previously gathered information and can be scheduled for surgery
Reporting to WTIS will be correct and accurate
How do I clear my browser cache?
Overview
It is best practice to regularly clear your browser cache and cookies because your system is unintentionally keeping stale information on your computer. This can result in unexpected behavior which can render entire pages unresponsive.
Clear browser cache
Please follow the below links for a step by step guide on how to clear your browser Cache
Manage cookies and website data
Microsoft Edge:
Log out of the Novari Application
Select Settings and more > Settings > Privacy, search, and services.
Under Clear browsing data, select Choose what to clear.
Choose a time range from the Time range drop-down menu.
Choose the types of data you want to clear.
Select Clear now.
Close the browser once you have completed the steps above.
Reopen the browser and try to reproduce any issue you were having.
Google Chrome:
Log out of the Novari Application
Select "Options" icon and navigate to "History" and click the "History" option in the list of your recent history.
Select "Clear Browsing Data".
Select "Cookies and other site data" and "Cached Imaged and files", from the Time range "All time".
Close the browser once you have completed the steps above.
Reopen the browser and try to reproduce any issue you were having.
Next Steps
If the issue you are having still persists, please contact your Support coordinator for help. The Support Coordinator can then help you gather more information required for troubleshooting and escalating the issue to Novari Support Team.
Please follow the steps below to capture the F12 Dev tools error
One step before navigating to the page that causes the issue, press F12 to open the developer tools.
Navigate to the "Console" tab of the developer bar.
Try to reproduce the error. Whenever the error is reproduced, produce a print screen, or take a snapshot of the screen with Snipping tool to include the error details from the devtools window.
Please have the Support coordinator share all the required details about the error, steps to reproduce and this screenshot in the email to Novari Support.
What can I do if Novari ATC is down?
The connection to Novari ATC is typically more complex than it appears. Because of this, there are many potential points of failure whenever you find you cannot access the application.
Since your access to Application is critical, whenever you cannot access the application, the most effective way to help resolve the issue is to contact your Novari ATC administrator and IT help desk at your site immediately and provide them with as much information about the problem as possible. Some key characteristics of your particular issue could include answers to the following questions:
Do you see the Novari ATC logo, anywhere on the screen?
Were you already in the application when it became unavailable?
If you are a Support Coordinator and you notice that everyone at your site is unable to access ATC application. Please check the status page to check for any active service disruptions. Novari Health's team updates this page with real time updates. If you do not see any active Issue posted in the status page, please call the Critical Incidents phone line to report the issue to the Novari Support Team
Novari ATC appears to be slow. What can I do?
Overview
If Novari ATC seems slow, it could be because of any of the following reasons:
Network/Internet connection
The Novari ATC is a web based application and it’s performance is dependent on multiple factors one of them being your internet connection / bandwidth. To test your connection speed, please run a speed test from the main page of the application by clicking the gauge icon in the top right-hand corner of the page. Hit start to begin the test. This can help clarify if the slowness issue is due to a slow internet connection. Please share the results with your IT team and engage them to help with slow internet connection.
Explanation of speed test results
Bandwidth: The rate of data transfer, measured in megabits per second. This number should be at least 5 mb/s but higher is better.
Latency: The time between requests and responses from your computer to the server This number should be a low value - "ms" represents milliseconds. Anything above 200ms will cause noticeable delay in input and anything above 500 could indicate a network problem.
Completed: The total amount of time the application took to run through the 5 speed tests. This should be around 15 seconds.
Variance: You will also notice a number after bandwidth and latency eg. 5 mb/s (+/- 5%) this indicates the variance between the fastest speed and the longest response time for bandwidth and latency respectively. If you are seeing large amounts of variance (eg. anything above 15%) it could indicate a network issue.
Browser Issue
Since ATC is a web based application, your browser could impact the application performance. Please follow these steps to clear browser cache and cookies.
Escalate any unresolved application performance issues to your Support Coordinator for further investigation and troubleshooting who will then escalate the issue with Novari Support Team if required.
What to do when locked out of account / forgotten password?
If you are locked out of your Novari ATC account or if you have forgotten your password, please contact the Novari ATC Administrator for your health center. They can access the Security module of the application to unlock your account or reset your password as needed.
If the Novari ATC Administrator at your health center is unable to grant you access to your account, they may contact Novari Health Support for assistance.
What are the system requirements for Novari ATC?
Technology Requirements
Novari ATC is an online application, allowing users to access it from any device with an internet connection, rather than being limited to a specific workstation. It is strongly advised that users utilize a high-speed internet connection, ideally with a minimum speed of 6 Mb/s.
User is required to utilize the latest version of one of the supported browsers as listed below:
Google Chrome
Microsoft Edge
Mobile browsers are not officially supported at this time.
To determine the browser you are currently using, please visit the following link: https://www.whatismybrowser.com/
IMPORTANT NOTE
Novari ATC does not support browsers that are operating in compatibility mode.
All browser updates should be tested in the test environment before applying them to the production environment.
Desktop Resolution
Novari Health recommends that the screen resolution be set to a minimum of 1024x768. If the native resolution exceeds the minimum requirement of 1024x768, there is no need to adjust the resolution.
Scanning
The scanning plugin (Dynamic Web TWAIN) that Novari ATC relies on requires scanners to be TWAIN compliant. Please refer to Scanner Issues for detailed troubleshooting steps. You may need to consult your IT department.
You must also have Dynamic Web TWAIN installed on your computer. If it is not installed, you will be prompted either upon signing into the application or the first time you try to scan a document for a case.
NOTE: Scanning on Apple MAC operating system is not supported by Dynamic Web Twain at this time.
Other Requirements
The latest version of Adobe Reader is necessary for effective document management.
Users are also required to ensure that anti-malware software is installed on any Windows PC device utilized to access Novari ATC (e.g., Malwarebytes, Bitdefender, AVG Antivirus, etc.).
Please find more information here : Novari-ATC-Getting-Started-Guide-With-User-Preferences.pdf
Why is Dynamic Web TWAIN prompting me to download and install when I have already installed it?
The Problem
This FAQ is relevant to the scanning and uploading problem you are facing if the following are all true:
You were able to successfully scan and upload documents in the past.
Without a version update of Novari ATC, you were prompted to install Dynamic Web TWAIN when you signed into the application or when you attempted to scan or upload.
You are using one of the supported browsers - Google Chrome or Microsoft Edge.
This is happening because your browser has been updated, and the new version no longer recognizes a certificate utilized by Dynamic Web TWAIN.
The Solution
To fix this issue, ensure your browser trusts the Dynamic Web TWAIN certificate. Follow the browser-specific guidelines below:
Google Chrome
Visit https://127.0.0.1:18619/
You should see "Your connection is not private" message
Click "Advanced"
Click "Proceed to 127.0.0.1 (unsafe)"
Additional Information for IT staff
Recently, Google Chrome has ceased to recognize SHA-1 SSL encryption as an acceptable SSL encryption method. Unfortunately, the third-party application Dynamsoft Dynamic Web TWAIN relies on an SHA-1 SSL certificate to securely access some of its internal services via the network. As a result, Chrome marks the SHA-1 certificate as insecure, which prevents the software from operating correctly. This application is responsible for managing scanning and uploading tasks.
Since this is a third-party application, we must obtain a different version from them that resolves the SHA-1 certificate problem. Until the new version is thoroughly reviewed and integrated into the application, we will need to consider the SHA-1 certificate as secure for the proper scanning and uploading of documents. The previously mentioned steps are the procedure for including the Dynamsoft SHA-1 SSL certificate in your list of trusted certificates. As of now, we believe that both Firefox and Internet Explorer still recognize SHA-1 SSL certificates as secure, making it feasible to use either browser temporarily. However, as is typical with browsers, it is anticipated that both will eventually cease to recognize SHA-1 as secure.
Where do the times for estimating procedures come from?
Overview
The Suggested Procedure Time is provided by the Novari ATC™ application when adding a procedure or when creating a case. An example of this is seen below:
The highlighted region shows the input field for the estimated procedure time, as well as the Suggested Procedure time. You are required to provide an estimated procedure time for procedures in order for cases to be scheduled efficiently. The Suggested Procedure Time helps you make that decision. The Suggested Procedure time is calculated in 1 of 3 ways:
1. Provider Average Time
2. Service Average Time (if no Provider Average is available)
3. Default Time (if no Service Average is available)
Provider Average Time
Provider Average times are uniquely calculated for each provider. If Provider Jones has completed the same procedure enough times, an average of those procedure times will be used to determine the Suggested Procedure Time.
If Provider Thomas has not completed that procedure enough times to provide an accurate average, the application will calculate the Suggested Procedure Time from the Service Average Time.
Service Average Time
Service Average Times are calculated for each procedure within a service. Let us assume that 5 providers all have Provider Average times for Procedure A; however, Provider Thomas is not one of those providers. Novari ATC™ will use the 5 Providers Average times to create a Service Average time.
This Service Average will not only be used by Provider Thomas, but by all providers in that Service who haven't completed the procedure enough times to have their own average. This will become their Suggested Procedure Time.
If no Provider within a Service has completed a procedure enough times to create a Provider Average time, then that procedure will use a default time as its Suggested Procedure Time.
Default Time
The Default Time will be provided by the client for each procedure to be provided in lieu of a calculated time.
Extra Notes
Most installations of Novari ATC have nightly jobs which take the procedure and provider average times from an external system and put them into Novari ATC.
Why can't I match a patient in Patient Registration?
Overview
Some client installations rely heavily on the Patient Registration module of the Novari ATC™ application as part of their scheduling process. This functionality leverages integration techniques between the Novari ATC application and your hospital's EMR system. Occasionally, users will notice that patients don't immediately appear for matching in the Patient Registration module.
Troubleshooting
Sometimes, the Novari ATC and your hospital's EMR do not synchronize in real-time. There can be several causes to this issue. A recurring inability to immediately match cases is typically caused by latency; however, an acute period of unresponsiveness is more likely a networking issue.
Latency
During a period of latency, a queue can form. This is typically caused by a flood of messages that cannot all be processed simultaneously. The cases do come across for matching, but it takes a few minutes before it successfully matches.
If you are experiencing this issue, it could be helpful to prepare several cases for the matching process, and then match them all once they begin to successfully match. If this slowness continues for a reasonably long period of time, please contact your ATC administrator or IT help desk.
Networking Issue
A networking issue occurs when Novari ATC and your EMR system are disconnected and need to be reconnected. This is different from the queuing issue because your cases never seem to come across for matching. If you rarely experience the latency issue, it is more likely that you have a networking issue than a latency issue whenever your cases do not match.
Whenever this occurs, please contact your site administrator, who coordinates with Novari Health Support and your local technical team.
Who is my Novari ATC administrator?
To find out who your Novari ATC administrator is, and if there are other support channels at your site:
Click the Support link on the Novari ATC main page
In the Support dialog, you should see the name and contact information of one or more support individuals at your site
If no one is listed and you can’t locate the individual through any other means, please contact Novari ATC Support, indicate which hospital you are at or which hospital your private office may be affiliated with
What can I do if my Provider’s Office dashboard won’t load?
Try the following:
Clear your browser cache. If you don’t know how to do this, please refer to How do I clear my browser cache?
If clearing the browser cache did not resolve the issue, restart your workstation if it hasn’t been restarted recently.
Perform a speed test by clicking the gear icon in the top right corner of the main page. Please refer to Novari ATC appears to be slow. What can I do? FAQ for more information about speed test results.
What can I do if I can't print attachments?
Try the following:
Clear your browser cache. If you don’t know how to do this, please refer to How do I clear my browser cache?
If clearing the browser cache did not resolve the issue, restart your workstation if it hasn’t been restarted recently.
If you are receiving an error or alert message within Novari ATC, please take a screen capture image (without PHI) and include it in your correspondence with Novari ATC Support.
What happens to my messages during a planned WTIS service interruption?
Your WTIS messages are not lost during a planned WTIS service interruption.
Novari ATC has the ability to queue messages during a planned WTIS service interruption, although your hospital may choose to queue messages in their local integration engine during downtime.
How do I disable the uBlock Origin ad blocker extension?
Please follow the instructions to turn off uBlock Origin when using Novari ATC:
1. Go to the login page for Novari ATC.
2. In the top right-hand corner of the browser there should be a red and white shield icon. Click the icon to open the uBlock Origin menu.
3. There will be a power icon at the top of the menu. If it’s blue, it means uBlock Origin is enabled for Novari ATC and you will need to click this to disable uBlock Origin for Novari ATC. If it’s grey, it’s disabled and no action will be needed.
Does Novari ATC work on a mobile device?
Novari ATC does not support mobile devices and should not be accessed via any mobile device. We only support desktop operating systems such as Windows. Mobile devices use different operating systems which are not supported.
Please ensure anyone accessing Novari ATC uses a laptop or desktop to access the application and does not use a mobile device.
How can I resolve scanning and uploading issues?
Refer to Scanning and Uploading Attachments User Guide
How can I make an edit to a case that has been performed and closed in Novari ATC and WTIS?
A case has been performed and closed in Novari ATC and WTIS but we now need to make an edit. Is there a way to send an interface message from Novari ATC for the closed case with the corrections?
No. Once a case is closed in Novari ATC, Novari ATC does not send any additional messages to WTIS. WTIS automatically fails any messages on a closed case; therefore, any edits or updates that are needed for a completed case will have to be done manually.
Please refer to How can I fix case completion Issues? for instructions on how to manually edit a completed case.
How do I set up procedure time allowance rules?
Overview:
Procedure time estimates will be provided for procedures that have a sufficient number of recorded completed times. This is done so that bookings for cases are as reasonable as possible; this results in a more efficient system.
The procedure time average is calculated from 1 of 3 sources, they are listed below in order of preference.
Provider Average: The average time derived from the responsible Provider's completed cases matching this procedure.
Service Average: The average time derived from all Providers within this service who have completed this procedure.
Default Procedure Time: Default procedure time, provided by the client (implementation of this value is client specific)
Procedure Time Allowances:
Whenever a new procedure is added to a case, the procedure average (calculated above) is visible to the user. On a Care Venue level, the Novari ATC Administrator may restrict what Provider's Office users can supply for estimated procedure times that are greater than or less than the average.
There are 3 permission types:
Allow: Users are allowed to specify their own estimate for this Care Venue.
Allow With Reason: Users are allowed to specify their own estimate for this Care Venue, but must specify a reason for not using the provided value.
Do Not Allow: Users are not permitted to specify their own estimate; they must use the provided value.
Overestimating causes hospitals to waste time and underestimating causes operating rooms to be overbooked. Since these are two separate problems with respect to surgical scheduling, we allow Administrators to manage them individually. For a basic example, in a single Care Venue I can:
Allow users to provide a time greater than the supplied average
Do Not Allow users to provide a time less than the supplied average.
Now, for users looking to take more control of the procedure time allowance rules, we allow for more granular configurations. First of all, we allow you to distinguish between the primary procedure and non-primary procedures. An example of this would be:
Allow with Reason users to provide a time greater than the supplied average for the primary procedure
Allow users to provide a time less than the supplied average for any non-primary procedure.
This can be a useful tool for separating rules for the preparatory/secondary procedures from the rules for the primary procedure.
Finally, for superusers who want full control of their procedure time allowances, you can provide different rules based on whether the supplied average is a Provider Average, Service Average, or Default. This means, you can configure a Care Venue to:
Do Not allow users to provide a time less than the calculated Provider's average for the primary procedure
Allow with reason users to provide a time less than the calculated service average for the primary procedure
As you can imagine, this results in a large amount of potential configuration for each Care Venue; precisely, each Care Venue can have 12 procedure time allowance permissions. There are 2 major questions:
Allow time greater than average?
Allow time less than average?
These 2 questions need to be answered for both primary and non-primary procedures. They also need to be answered for all 3 procedure average sources (Provider, Service, Default). The page in the administrator where this is managed can be seen below, it is accessible by the following path:
1. Navigate to the "Administrator" module from the main page of the application
2. Select "Application Settings"
3. Select "Care Venue Settings"
4. Be sure to select the appropriate Care Venue from the available list.
5. Provide all values, repeating as required.
How to create a shortcut on desktop (Google Chrome)?
1. Open the Chrome web browser. You can do this on a Windows 11 computer.
2. Go to your Novari ATC site using the link your site administrator provided.
3. Click the three-dot menu icon in the top-right corner of the window. 4. Hover your mouse over More tools and click Create shortcut.
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4. Hover your mouse over More tools and click Create shortcut.
5. Next, enter a name for your shortcut or use the name provided.
6. Optionally, select the Open as window checkbox to have the website open in its own browser window. If you don’t select this box, your website will open in a new tab of your existing browser window. This might cause problems if your browser is set to open with many tabs.
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8. Your shortcut appears on your computer desktop.
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9. Double-click your shortcut icon to open Novari ATC in the Chrome browser.
What do I do when I see an alert about inconsistent submission status blocks on the Care Venue calendar?
If you encounter an error that looks very similar to the example seen below, continue reading. If it is a different error, take a screenshot and contact your site administrator.
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Users:
If you encounter this screen, contact your site administrator with a print screen showing the error.
Administrators:
One or more of the cases on a block have entered into an inconsistent state. This issue is resolved by cancelling and rescheduling the case. The information in alert, where it says
- JULIET, J on 11/09/2016
Cases #2 (0910-0924)
#3 (0924-0954)
provides you with the information you will need.
To fix the case:
Log into the Provider’s Office module under the provider listed (ex: JULIET, J). If the block you are correcting is under "Pool Blocks", make sure to log in under the pool instead of a provider.
Go to the Calendar page and click on the block on the day indicated (ex: 11/09/2016).
The cases that are currently in an inconsistent state are the ones indicated (ex: cases #2 and #3). Drag the case from the right side to the left side (cancel the scheduled case), and then drag that case back to where it was booked.
Go to the Care Venue module and view the Care Venue calendar for where the issue was happening before. The popup should no longer show.
How do I scan a paper document so I can attach it to a case record?
It is recommended you have a folder in which to temporarily store the scanned documents prior to attaching to the case record. This makes it easier to find the documents when attaching them.
It is recommended you include the patient’s name in the scanned document’s filename to make it easier to select the correct documents.
Please note: The scanned documents in the folder should be deleted regularly because documents may contain patient health information.
If you don’t have a folder for temporarily storing the scanned documents, follow the instructions below for Microsoft Windows.
Scan the documents and save to the folder.
If you are having problems scanning a document, contact your local IT support for assistance.
How to Create a Folder – Microsoft Windows 10
Follow these instructions only if you don’t have a folder for scanned documents. You only need to do this activity once.
Open the File Explorer app
Navigate to the location where you want to create the new folder
Right-click and select New > Folder
OR
Select Home and then select New Folder
Give your folder a meaningful name
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Why does my scanner not show up in the scanner list in Novari ATC?
To ensure the device is installed and listed in the Printer and Scanner section on your workstation, please follow these steps:
Go to Control Panel.
Select Devices and Printers.
Look for the Printer & Scanners section.
Check if your device is listed there.
If the device is not listed, you can try installing it manually. The process will vary depending on the device and the operating system you are using.
To verify if you can scan to your computer outside of Novari ATC, please follow the manufacturer's instructions for scanning with the device. This will help determine if the issue is with Novari ATC or with the device itself.
If the device is still not showing up in the Novari scanner list inside the application, please verify the brand and model series of the device and make sure the device is compatible with TWAIN.
Please visit the following link to check if your device is TWAIN compliant:
If your device does not come with a TWAIN driver and is supported by TWAIN application, please visit the following link to install the TWAIN driver:
https://www.dynamsoft.com/web-twain/docs/getstarted/hardware.html#is-my-scanner-twain-compliant
If after following the previous troubleshooting steps the device still does not show up in the Novari scanner list, it is recommended to contact your internal IT team for further assistance. They will be able to review both the workstation and the scanner to determine the cause of the issue and find a resolution.
