Nursing
A nurse cannot find the Stroke Narrator
Check user's Session Information Report to find their WER rule. Check that the user's role/profile/ department
Determine if it is a profile level or role issue
Dr. Heart Cardiology does not have their own Clinic department, until it is created, he doesn’t know what to sign into.
They can sign into The UMC V Cardiology Department.
Other providers facing a similar issue can sign into their specific specialty virtual departments
“My Haiku doesn’t work.”
Can they open the app? Does it connect to network? Are they getting an error msg? Did they set it up prior to today?
If you are having concerns contact Ambulatory
A physician is complaining about how many required fields are on the ADT orders.
Do I
A. Troubleshoot
B. Add to optimization
c. Close the ticket and communicate current decision.
C. Close the ticket and explain the order was vetted through many workgroups and those fields were decided by hospital leadership.
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A Neurotech calls and says they cannot find their correct Order Depot
[verify in system]
Ensure the right report is selected to display in the order depot
Ensure the order depot is available for users to select
The Reassess Pain task for 0900 didn’t fall off the my Brain, even though it was clearly documented at 1000.
Check the reassess pain task; the Flowsheet task at the bottom will have look back and look ahead times. If the nurse documents outside of this time range, their documentation will not complete the task.
A physician is logging in and says they are unable to find their patient in their My patients.
Verify they are assigned to the patient/ team.
Confirm their patient list has the right properties and filters
Has this patient been discharged?
I keep getting a warning when I try to place an order for fentanyl.
Is it just this med or any others? Are there more orders you have having trouble placing
If it is only Meds work with Willow
If there are other orders and processes work with security
A physician says that all recovery phase of care orders were discontinued on a patient moving from intraop to recovery.
What time were the orders discontinued, what provider discontinued them, and were the orders ever released?
Use order review to check at the times orders were discontinued and who discontinued them. If it is the automatic transfer provider, look at the LPP in System Defs
I LSD 34122 – check if the DEP transferred to or from is listed
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A nurse is wondering how to remove the isolation and infection status.
[verify in system]
Ensure they have the security to remove he specific isolation/infection
Click on the isolation from the storyboard, add in a comment and remove.
There is an incorrect spelling in the ADL Screening flowsheet
Locate the Flowsheet Group and Row ID and make the appropriate changes
A physician is reporting an issue where a bunch of error text is appearing when using a SmartLink he found.
Follow up with user to determine which SmartLink they pulled in and for which patient.
Open the SmartLink and confirm the parameters are configured appropriately.
Confirm if UMC is using this SmartLink, if not replace with the UMC specific iteration.
Confirm there is no security issue for the provider
I keep getting notifications that I have pending notes, even after completing them
Investigate, if they are signing the notes appropriately? Are they maybe checking the cosign button
If nothing glaringly wrong contact HIM
Vitals are not coming over from a monitor for a patient who was recently physically moved into a new bed. No variables are coming over and the device is currently plugged in.
Check which device is connected to the patient. It should be the ‘room’ device which is evident by the name of the device.
If patient is linked to correct device, work with interfaces team to check messages.
Verify all variables are selected for the associated device
Tell user to manually document for now.
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I am missing the Bed, Location and Attending column in My Patient List
[verify in system]
Right click on the Patient list folder
View selected columns on the general tab, if your column is not added find it in the available columns section
Select and click the Add Column Button
The nurse documented "New Bag" on a maintenance fluid, but there is no flowsheet group on the I/O flowsheet to document volume.
Check the ERX record to confirm the appropriate task template is attached. Ensure the task has the appropriate FLOs/FLT listed.
Check that the I/O flowsheet in PRD has the correct infusion FLO groups, and that those FLOs are released. Compare it to TST/POC records.
If a build update needs to be made outside of the task or flowsheet, communicate with Willow.
A physician says they are not getting charge capture pop up when signing notes.
LDAP as the provider so see if you can recreate the issue
Find out if it is happening on all note types or just one type.
Make sure their SER looks right.
If nothing is wrong there, check the charge capture pop up rule.
I cant see any of the right Snapboards or Schedule
Ensure they have the right Security?
They are logged into the right department ?
Did they search for the name incorrectly?
If not work with Cadence to rectify the situation
A nurse cannot document on the Care Plan. There is no "document" button available
Check user's discipline in their SER record (I SER 2839)
Check that the user's discipline matches that of the care plan template
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Add a Patient to the Labor and Delivery Grease Board
[verify in system]
Use Arrival button at the top of the Grease board
Find the patient in Patient Station
My buttons aren't the same as Lisa's and Lisa and I have the same title. She does charge sometimes, but not today.
Get more information on which buttons are "wrong"
Check that both users have the same security class, role, log-in department, EMP template
Review the workflow engine rule compilation
A physician calls in and states they are not allowed to sign the order for controlled substances .
Verify the template and subtemplate
Review the second sign/ cosign rule
A user reports they are not getting the Sign In window pop-up upon login.
Log in as user in SUP. Sign Out, Log Out, Log in and confirm window does not appear.
Check that user has Sign In/Out security
Check that login Department is set to use sign-in
Check that profile is set to launch sign-in
A patient has just arrived to a unit and the nurse says her medications/MAR are all on hold and she has no orders
Confirm the nurse has checked if there are any signed and held orders to release. If not or if released and still on hold, contact the physician to do transfer order reconciliation immediately.
If the nurse needs to give one of the held meds, instruct that they can override the MAR hold warning. Patient care first.
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Patient in BICU, new diet order entered at 7 am for clear liquid diet, pt has not received his meal, as of 11 am. followed up with the kitchen and they stated pt shows to be in PACU and NPO on their end.
[verify in system]
Check with dietary interface if the mapping is correct and what they received in the interface message
Confirm Patient location, is the user referring to context they are in or location patient is in ?
Look for active diet orders in the patients chart is there an active NPO order? if yes confirm discontinue logic is correct