Service Central Sleuths
Response to: the techs are hounding you for a resolution for a ticket you opened earlier in the morning.
What is reassure them that you opened to ticket and will check for a status update on the tracker but will not reach out to the build team or command center for an update until the following day?
Response to techs reporting they are automatically being logged into ARUP.
What is: Make sure they are manually changing their lab site and then put a ticket in with the computer name to change their default lab site?
The number of recommended tabs techs should have open in Expanse at any given time AND what tabs you recommend for a core lab tech.
What is no more than 6 tabs, including: Specimen desktop for Result Entry, Specimen Desktop for Tracking, Analyzer Desktop, Specimen Desktop for other routines, Main Menu?
Response to reports that an analyzer is not picking up an order.
What is:
1. Confirm the orderable is correct
2. Confirm the specimen is received
3. Confirm the perform site
4. Confirm the Analyzer type channel and associated T test is correct.
If any of these is incorrect, open a ticket.
Response to a site not seeing their printers to print to.
What is: expand the 'ALL PRINTERS' option and search for the printer?
Response to ANY and All reported BBK issues.
What is: post in the internal only chat spaces for Kendra to review and approve ALL tickets to be opened?
Response to techs reporting their QC isn't working in Expanse or isn't built yet.
What is explain to them that on-site techs are responsible for building their own QC up until the point where they need it added to the analyzer type dictionary, then a ticket needs to be placed for the build team to do that part? You can also refer them to the QC build guide.
Recommended tabs for a BBK analyst.
What is: Specimen desktop for Result Entry, Specimen Desktop for Tracking, BBK Analyzer Desktop (if applicable), BBK Unit Desktop, BBK History Desktop, Main Menu?
Response to: Body fluid has no refence ranges in expanse.
What is: There is not a reference range for the LDT body fluid tests - these tests should have the standard no reference range comment.
Response to techs expressing frustration about the Label format, such as: The location of the patient does not print anywhere besides the top of the entire label for the lab labels and on demo labels from the floor it actually does not print anywhere making it difficult to locate patient.
What is the label format is an approved Expanse standards and includes all regulatory requirements?
Response to site reporting they are unable to order a test they used to be able to order.
What is: Confirm this test is supposed to be orderable (ie not on the restricted list or changed due to expanse standards). Then, open a ticket for the Billing Team to evaluate the need for this test to be available. Explain to the site that this process takes time to review, approve, and get a charge code added to the chargemaster if approved. In the meantime they will need to order this as a MISC test.
Response to reports that providers cannot see blood culture results in Expanse.
What is ask them if the test was ordered in Magic. If so, the result will be in Magic. If not, open a ticket for the integrations team to investigate?
Number of Expanse sessions Lab Staff are enabled to have open at one time.
What is 2 sessions for lab techs and above and 1 session for lab assistants?
What is: "Differential reporting structure is standard in Expanse, both from the CellaVision and for manual result entry but we can assure you all equivalents exist. For example, morphology is now reported as present or absent." Help the tech in correlating these but know that policies and procedures should be updated to reflect these changes rather than submitting tickets for build edits.
Response to: LC, LSLPH specimens combining onto the same specimen and causing confusion. -- Phleb physically sent all three tubes to LSLPH not realizing they were also for LC. They ask if there is a way for LC orders to have their own specimen # and LSLPH specimens to combine into their own, so that their is a distinction.
What is: open a ticket requesting this in detail for each update they need to separate out the specimens. However, this is in line with the current standard build so it is important they pay attention to their batches and recommended workflow is to choose ALL to display while batching.
Bonus Points: Show and tell the batching process!
How to check on the status of a service central ticket opened by someone else.
What is use the check ticket status link that Amanda shared with the team?
Response to reports that some received specimens are not showing up on a "Big Board" tracker.
What is investigate if they are currently included in the selection profile. If not, open a ticket for the build team with VERY specific details on what is needing to be updated on that selection profile. If yes, be sure the monitor is set to display the current selection profile. If it is not, open a ticket for the local IT team to update the script for that screen.
Bonus Question: How many minutes should the trackers be set to refresh?
DAILY DOUBLE: Show and tell the path to print a Facesheet in Expanse.
DAILY DOUBLE: Show and tell the path to print a Facesheet in Expanse.
Response to reports that CRP with less than linearity is coming over from the ADM as an error.
What is: Investigate what results are transmitting from the ADM to Expanse (raw data)? Then, check the t test and the analyzer type dictionary for the CRR. Open a ticket telling the command center what the error is an outlining how to resolve it.
Response to techs requesting updates to containers displayed on the labels.
What is: Confirm this request is valid with the lab director, according to their policy, and the tube type is not an Expanse standard equivalent to their current tube type. If all of these are confirmed, open a ticket with the specific information (test and container) to be updated.
DAILY DOUBLE: Show and tell opening a Service Central Ticket.
DAILY DOUBLE: Show and tell opening a Service Central Ticket.
Response to tests needing to be mapped to a different perform site.
What is open a ticket with the very specific details on what tests need to be rerouted and to where? In the meantime, change the perform site, if able to. If unable to change the perform site, order a MISC test.
DAILY DOUBLE: Show and Tell the steps to pulling the pending and then from that list going into result entry.
DAILY DOUBLE: Show and Tell the steps to pulling the pending and then from that list going into result entry.
Response to reports of an end user scanned band on novameter and no manual test entry is showing up.
What is: Reach out to POC team in the Internal Chat Space providing the meter info and the user name?
BONUS: POC Team Resolution: It might need to be activated. what is the meter? And also who is the user? They may not be enabled to run MTE on the novameter. POCC needs to add this user and then end user needs to re-dock the meter and retry.
Response to: Old armbands are being used post Go-Live.
What is escalate to the Team Manager ASAP? This impacts all areas of the lab workflow, including PHH usage, BBK, POC.
BONUS POINTS: How are these areas mentioned impacted?