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FREQUENTLY ASKED QUESTIONS REGARDING MYCHART – PROVIDERS AND CAREGIVERSREVISED: June 5, 2019SchedulingWhat is happening with Direct Scheduling and Appointment Conversions?All Swedish appointments after 6/15 were migrated over to the new WA/MT Epic instance starting on 5/31. At the same time, non-Polyclinic departments direct scheduling /cancellation/precheck were disabled in MyChart. This means for patients that they will no longer be able to schedule/cancel/or complete precheck in the Swedish historical MyChart. Swedish appointment reminders will be turned off on 6/8.Messaging What is the plan around prescription refills?For Rx Refill, providers should communicate to patients that any refills need to be requested in the WA/MT instance, and not the old instance, or have them call the pharmacy instead. Care teams will need to encourage patients to request refills through the WA/MT site. This means patients will no longer be able to request refills via the Swedish or PacMed historical MyChart. Instructions will be listed on the website for non-Polyclinic patients on how to request a refill.Where can I find replies on open message threads?Replies will continue to be accessible in the old MyChart, and users should be monitoring in baskets for up to 1 month post go-live. Care teams should respond to patients after 2 weeks, instructing them to start messaging from the WAMT MyChart instance. This means patients will not be able to select Swedish or PacMed providers for messaging in the old MyChart, however patients will be able to reply to open threads. Where can I find patient messages in the new Epic?Providers and clinical staff will have access to patient messages from the notes tab in the new WA/MT Epic instance. Patient MyChart messages from the past 12 months will be available. This means patients will continue to see messages in the old MyChart instance, but will not be able to see past messages in the WA/MT MyChart instance.What happens to appointment request messages?Front desk teams will still have access to appointment request messages in the Swedish historical hyperspace. Please note that with the Direct Scheduling being turned off, end users may see an increase in these types of messages during the go-live period.Will Questionnaires still be available?Patients will still have the ability to fill out existing questionnaires in the old MyChart instance, but that information will not be available in WA/MT Epic instance. Only new questionnaires built in the WA/MT MyChart will be seen in the new WA/MT Epic instance.How will Results messages be handled?Results ordered before go-live but that come in after 6/15, will file back into the old Epic instance. These will need to be responded to from the within the old Epic instance. Results for orders placed after go-live will result into WA/MT Epic instance and may be responded to from there.Where will Patient Reported Items (Allergies, Health Issues, Medications, Personal information) be shown?If patient reported items have been reconciled in the old Epic instance, they will be available in the WA/MT Epic instance. Billing How far back will billing be available to view?Billing will continue to be accessible for 18 months post go-live.General UseWill patients be able to see all of their MyChart accounts from different providers through Happy Together?Happy Together will continue to be functional on both MyChart sites in order to maintain functionality for The Polyclinic. This means patients will be prompted to link to other outside organizations that participate in Happy Together.What will patients be able to do with MyChart on the new Epic instance?After Epic is upgraded on Saturday, June 15, MyChart will have an updated look and feel, making it easier for patients to use and navigate. The changes include improvements to:My Documents - Patients will now be able to view most documents scanned to their medical record, documents you see under the media tabScheduling - MyChart's scheduling features have been redesigned to provide patients with a smoother experience that's more consistent with open scheduling Communication preference - Patients will now have more control over what ticklers they receive from MyChartPersonal Information - Patients will now be able to view and edit more information about themselves and update contacts Advanced Care Planning - Patients will be able to upload documents if they have an internal PCP and view a helpful videoHappy Together Mobile - The MyChart mobile app has been updated to support the Happy Together framework, which allows patients to see information from all Epic organizations at which they've received care in a single placeRefill Requests - When patients request a refill through MyChart those requests will now show in the Rx Request folder instead of the Pt Rx Request folder What data will be converted to the new Epic instance? Please review data conversion online.What Historical Results will be available for patients in the new MyChart?Some results may be available for patients when they initially login to WA/MT, and eventually the top 500 results will be viewable by patients. This process will take an extended period of time to complete. Providers may use manual release on any results that a patient is asking for if the conversion process is not complete. What are we doing about Health Maintenance Reminders?Proactive Health Maintenance Reminders (think letters or messages sent to patients) will be suppressed for the new service areas for 3 months beginning on 6/3. Please note that Health Maintenance Reminders will still present to patients when they log into the new WA/MT MyChart. While data is migrated into the WA/MT MyChart, patients may see overdue reminders for some of their Preventative Care when they really may not be. Patients can log into their old MyChart account to confirm if the Preventative Care reminder needs action or not.Are activation emails being sent while we change to the new Epic?MyChart Activation Emails are being suspended for 60 days starting on 6/3.Are there changes to timing for when results release into MyChart?There are differences in timing of resulting labs. You can compare the old release schedule to the WA/MT Epic results release schedule below.Old Results Release ScheduleType of Medical InformationInpatient or Ambulatory?Timing of Release into MyChart After Results are "Final"PathologyInpatient?Automatic release 30 days after dischargePathologyAmbulatory?Automatic release 7 daysImagingInpatient?Automatic release 7 days after dischargeImagingAmbulatory?Automatic release 7 days LabsInpatientResults "Final" prior to dischargeAutomatic release 1 day after dischargeLabsInpatientResults "Pending" at dischargeNormal results: Automatic release 1 day after dischargeLabsInpatientResults "Pending" at dischargeAbnormal results: Automatic release 7 days after dischargeLabsAmbulatory?Normal results: Automatic release within 24 hours (10am and 7pm)?Ambulatory?Abnormal results: Automatic release at 7 daysProblem ListInpatient?Manual release by providerProblem ListAmbulatory?Default release of new items by providerNew Results Release ScheduleType of TestIP or AmbTiming of Automatic Release into MyChart After Results are 'Final'LabsInpatient/ERResults 'Final' prior to dischargeAutomatic release at discharge??Results 'Pending' at dischargeNormal non-sensitive/non-manual results:???Automatic release at 1 day???Abnormal non-sensitive/non-manual results:???Automatic release at 7 days/Weekdays Only???All other and manual results:???Automatic release at 7 days?????Ambulatory?Normal non-sensitive results:???Automatic release within 24 hours/every hour on the hour 7 days a week???Abnormal non-sensitive results:???Automatic release within 72 hours/weekdays only???All other and manual results:???Automatic release at 7 days/weekdays only????ImagingInpatient/ERResults 'Final' prior to dischargeResults 'Final' prior to discharge:??Results 'Pending' at dischargeAutomatic release at discharge???Results 'Pending' at discharge:???Automatic release at 7 days/Weekdays Only?????Ambulatory?Automatic release at 7 days/Weekdays Only????Path/Microbiology/CytologyInpatient/ERResults 'Final' prior to dischargeAutomatic release at discharge??Results 'Pending' at dischargeResults 'Pending' at discharge:???Automatic release at 30 days/Weekdays Only?????Ambulatory?Automatic release at 14 days/Weekdays Only ................
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