Troubleshooting

Possible Cause(s):

• Invalid username and / or password.

Recommended action:

• Check and re-enter your username and/or password
• Contact your local system administrator
• Contact your local IT support
• Contact your EMR solution support.

Possible Cause(s):

• Hardware issue
• EMR software issue

Recommended action:

• Check the operability of other applications.
• Check the network connection.
• Contact your local IT support if:
  • the other applications are not working, or
  • only the online functionality is not working.
• Contact your EMR vendor if:
  • only the EMR system is not working.

Possible Cause(s):

• EMR software issue
• Digital Shared Services service issue
• Network issue
• Service delivery / routing issue.

Recommended action:

• Check the operability of other online applications.
• Contact your local IT support if:
  • other online functionality is not working properly
• Check the network connection and EMR software. If both are OK, ask your organization’s primary contact to contact the Service Desk.

Possible Cause(s):

• Result/report has not been processed by the source (e.g. lab)
• Result/report was processed by a performing lab or DI service that is not a source organization
• Result/report ‘type’ is not available for electronic delivery from the performing lab or DI service
• Routing delivery address on the result/report does not match the routing delivery address for the EMR system.

Recommended action:

• Use the paper version of the result/report to attend to the patient.
• If you have access to eChart Manitoba, use the system version of the result/report to attend to the patient.
• Contact the performing lab or Diagnostic Imaging Service Team (DIST) and request a faxed copy if a paper copy cannot be located.
• Ask your organization’s primary contact to contact the Service Desk if the result/report did not arrive electronically.
• If changes have recently occurred to the requestors routing information then complete the eHealth_hub Provider Update form. Ask your organization’s primary contact to contact the Service Desk.

Possible Cause(s):

• Possible causes identified in scenario 4
• Network issue.

Recommended action:

• Determine if:
  1. there is only one missing result / report,
  2. there are several results not arriving in the EMR System or
  3. there are no results arriving in other applications and for the whole organization. If the latter occurs:
     • check the network connection to confirm the operability of other online applications. If the network connection is OK, ask your organization’s primary contact to contact the Service Desk identifying the number of missing results / reports (e.g. one, several or all) and the source provider.
• Contact your local IT support if other online applications are not working or your network connection is not operating.

Possible Cause(s):

• Possible causes identified in scenario 4 and/or 5
• ‘Copy To’ routing address on the result/report does not match the routing address for the EMR system.

Recommended action:

• Follow recommended actions identified in scenario 4 if the patient is in attendance.
• Follow recommended actions identified in scenario 5 if the patient is not in attendance.
• Complete the eHealth_hub Provider Update form if the ‘Copy To’ location has changed. Ask your organization’s primary contact to contact the Service Desk.

Possible Cause(s):

• Result/report content was incorrectly transcribed into the EMR system
• Result/report type may be incompatible with the EMR system
• The actual result is incorrect.

Recommended action:

• Contact the performing lab or Diagnostic Imaging Service Team (DIST) for a faxed copy if a paper result/report cannot be located.
• Contact your EMR solution support if there is a discrepancy between the content on the faxed result/report and the content displayed in the EMR system.
• Contact the performing lab or DIST if there is no discrepancy between the content on the faxed result/report and the content displayed in the EMR system and you still believe the result/report is incorrect.

Possible Cause(s):

• This could be a timing issue between the delivery of the electronic result and the paper (fax) result.

Recommended action:

• Sometimes there may be an undetermined lag time between the delivery methods. Rely on existing site procedure when determining how long to wait for the paper (fax) copy. If you require a paper copy contact the Service Desk.

Possible Cause(s):

• This could be a timing issue between the delivery of the electronic result and the paper (fax) result.

Recommended action:

• Sometimes there may be an undetermined lag time between delivery methods. Rely on existing site procedure when determining how long to wait for the electronic copy before contacting the Service Desk.

Possible Cause(s):

• Patient’s results will continue to be delivered to your site after a provider has discontinued their work at your site.

Recommended action:

• These results may appear in the “unassigned folder” and may have to be manually matched to the new provider because the previous provider’s name will still be on the requisition.
• If required, contact your EMR Vendor for support in matching existing patients to new providers.
• Complete the eHealth_Hub Provider Update Form to report changes to routing rules within the source system and Digital Shared Services (e.g. de-provisioning a provider). Your EMR routing rules will also have to be adjusted to reflect this change. Contact your EMR Vendor to adjust the routing rules within the EMR.

Possible Cause(s):

• There may be filters on certain results or possibly vocabulary mapping differences between the EMR and the source of the results.

Recommended action:

• Contact your EMR Vendor to verify that the rules your site has in place function properly with the source’s results message.
• Contact the source of the result and provide them with screen shots if the issue cannot be determined by the EMR Vendor and is not related to a filter or vocabulary map.