IT Broadcast Templates for EMR – IMITS

Go to the IT Broadcast Writer’s Home: http://our.healthbc.org/sites/vpp_broadcast_communications/writers-home
For an unplanned downtime or issue, select Issue broadcast for an incident. Otherwise select the one of the other appropriate options
In the next screen, use these values then click Next:
- Incident ID: TBD (unless someone tells you the Incident ID)
- Impacted Service/Application: Profile EMR [Profile EMR]
- Type of Outage for service/application selected above: Depends on the issue – see below
On the next screen, leave the fields as is unless specified below:
- Status / Broadcast Type: Down / First Broadcast (or select a different choice depending on the notification need)
- Start: The date and time of when the incident was first reported
- End: TBD (if currently unknown)
- Email Subject/Heading, Who, What: Depends on the issue – see below
- Name of person responsible for this broadcast: Shukri Ahmed
- Title of person responsible for this broadcast: Manager Primary Care and Community Information Services, IMITS, PHSA
Click on Preview Message to see a built in browser version of the email
Click on Send for Review to have the draft approved by Harinder.
Once it's ready to go, click on Publish Broadcast

Closing an IT Broadcast

If a DOWN was created for a particular issue, we must also send an UP. This will send out an IT broadcast as well as close the outage status in the VPP Broadcast Communication calendar.

Note: to close the broadcast, you may have to be the person who created the DOWN message.

Go to the IT Broadcast Communications main page: http://our.healthbc.org/sites/vpp_broadcast_communications/
Find the broadcast to close and select Edit
Change Status / Broadcast type to Up and update fields based on the issue - see below
Click on Preview Message to see a built in browser version of the email
Once it's ready to go, click on Publish Broadcast

Text to use dependent on area affected

Full Downtime

There could be a number of causes for this. But a full outage is required if majority of or all users cannot use the system (ie: frozen).

Broadcast type: Incident > Use Whole System Outages text from Data Collector
Email Subject/Heading: Profile EMR
What:
- DOWN - Profile EMR is currently down. The cause of the issue is being investigated. Apply downtime procedures until the issue is resolved,
- UP – Service has been restored. You can now access Profile EMR.

CareConnect

This could be caused by the web service being down or CareConnect as a whole having issues.

Broadcast type: Incident > Use Integration/Connectivity Issues text from Data Collector
Email Subject/Heading: Profile EMR: CareConnect Icon
What:
- DOWN - The CareConnect icon is currently not working. Please access CareConnect directly if you require further information about the patient.
- UP – The CareConnect icon has been fixed. You may use this icon as usual now.

PCIS

Affects UBC Clinics only. If BizTalk is down but not PCIS, we need to communicate it. PCIS will do their own communication if it’s down. They cannot get new PCIS or update PCIS clients (this is automatic, not button like “PARIS Update”). Once BizTalk is fixed, it will automatically will push the new information.

Broadcast type: Incident > Use Integration/Connectivity Issues text from Data Collector
Email Subject/Heading: Profile EMR: Clients from PCIS
What:
- DOWN - EMR cannot get new PCIS clients or update PCIS clients.
- UP - EMR can get new PCIS clients and PCIS clients during downtime has now been updated.

Excelleris

Excelleris could be unavailable or the jobs to process labs could have failed.

Broadcast type: Advisory
Email Subject/Heading: Profile EMR: Excelleris Lab Results
Who: Staff, clinicians, and physicians who use Profile EMR
What: Excelleris labs have not been imported since [date]. The missing labs will be in the system tomorrow morning ([date]). Please check CareConnect for labs in the meantime.

PARIS related functionality

The PARIS/EMR interface could be down. This could affect PARIS Quick View and/or PARIS Update and/or Client Registration. If multiple are down, you will need to provide a single merged email.

Broadcast type: Incident > Use Integration/Connectivity Issues text from Data Collector
PARIS Quick View
- Email Subject/Heading: Profile EMR: Quick View
- What:
  - DOWN - PARIS Quick View is currently not available in Profile EMR. Please log into PARIS to view patient information until the issue is resolved.
  - UP – PARIS Quick View is now available again.
- PARIS Update:
  - Email Subject/Heading: Profile EMR: PARIS Update
  - What:
    - DOWN – The PARIS Update icon is not working in Profile EMR. Please log into PARIS to view patient information to see the most accurate information on the patient until the issue is resolved.
    - UP – The PARIS Update icon is now working in Profile EMR.
  - Client Registration:
    - Email Subject/Heading: Profile EMR: Client Registration Form
    - What:
      - DOWN – The Client Registration Form is not working in Profile EMR. To view existing client demographic information, please click on the Alter Client icon. You will not be able to register new or update existing clients through Registration Form in EMR until the form is working again.
      - UP – The Client Registration Form is now working in Profile EMR. You can follow your regular workflow.

General connection issues/cannot log in

There can be multiple factors on why users cannot log in or have lost connections. Use this whenever there is an intermitted or whole downtime.

Broadcast type: Incident > Use Whole System Outages text from Data Collector
Email Subject/Heading: Profile EMR: Cannot log in or connect
What:
- DOWN – [Some/All] users are having issues logging into Profile EMR. The EMR team is looking into resolving this as soon as possible.
- UP – Users should now be able to log into Profile EMR.

General performance issues/slowness

There can be many factors that can cause performance issues. We only need to send a broadcast if the slowness is global, and not a single clinic. If it’s not one related to an issue outlined above, use this general message.

Broadcast type: Incident > Use Performance Issues text from Data Collector
Email Subject/Heading: Profile EMR – general slowness or performance issues
What:
- DOWN – There has been reports of unusual slowness within Profile EMR [if specific area, insert information here]. The EMR team is looking into resolving this.
- UP – The unusual slowness has been resolved. Profile EMR is now performing as usual.

Citrix

The Citrix servers could be down/have issues.

Broadcast type: Incident > Use Whole System Outages text from Data Collector
Email Subject/Heading: Profile EMR: No access through Citrix
What:
- DOWN – Profile EMR is not available via Citrix. If possible, access Profile EMR using the VPP Applications folder on your desktop.
- UP – Profile EMR is available via Citrix now. It is still advised to use the icon in the VPP Application folder whenever possible.

Medinet

Medinet can be down. Medinet button, meds\ typing template and medrec form - all pull data from medinet and can be affected by medinet outage. All three should be tested before specifying in the ITBroadcast.

Broadcast type: Incident > Use Integration/Connectivity Issues text from Data Collector
Email Subject/Heading: Profile EMR: Medinet Connectivity
What:
- DOWN - Medinet connectivity in Profile EMR is currently not working. Until this is resolved, please log into Medinet/PharmaNet directly through your web browser. <update the verbiage according to the outage>
- UP – Medinet connectivity is now working in Profile EMR.

RightFax

RightFax could be down. This will affect scan processors, prevent users from receiving faxes into their clinic folder, and prevent being able to fax us requests.

Broadcast type: Incident > Use Integration/Connectivity Issues text from Data Collector
Email Subject/Heading: Profile EMR: Scan processor and incoming fax
What:
- DOWN – You cannot receive incoming faxes in your clinic folder, but you may continue to process the existing documents via Scan Processor.
- UP – Fax is up. Your clinic folder should be able to receive new faxes.

MSP Teleplan

MSP Teleplan services may occasionally become unavailable, which can impact the submission and processing of billing claims through Profile EMR.

Broadcast type: Advisory> Use Integration/Connectivity Issues text from Data Collector
Email Subject/Heading: Profile EMR: MSP Teleplan Billing Not Working
Who: Staff, clinicians, and physicians who submit MSP Teleplan claims through Profile EMR
What: A global MSP Teleplan issue is currently preventing billing claims from being submitted through Profile EMR.

Send out an update once the issue has been resolved

Broadcast type: Advisory> Use Integration/Connectivity Issues text from Data Collector
Email Subject/Heading: Resolved - Profile EMR: MSP Teleplan Billing Not Working
Who: Staff, clinicians, and physicians who submit MSP Teleplan claims through Profile EMR
What: The MSP Teleplan issue has been resolved. Billing claims can now be submitted through Profile EMR as expected.

Areas we do not sent IT Broadcasts for

The following areas were considered but the decision was to NOT create template messages for them as we either should not be responsible for sending out the IT broadcast or it does not affect EMR; it affects downstream.

Panorama

Articles in this section

Access to IT Broadcast writer

Creating a new IT Broadcast