Troubleshoot Results Distribution Issues (Labs, Pathology, Radiology, Transcriptions)

Why Some Transactions May Be Misdirected

Issue #1: Transaction does not appear in the Client Record

Issue #2: Transaction is delivered to your Unsigned Transactions list in error (correct client, wrong clinic)

Known Issues

Opening Certain Transactions Freezes Profile EMR
Opening Scanned Document then Pathology Result Freezes Profile EMR

Related Articles

Why Some Transactions May Be Misdirected

At Profile EMR Clinics, pathology and radiology results or transcriptions may occasionally be sent to the wrong location. This can happen due to:

• Outdated or incorrect clinician information at labs (e.g. LifeLabs or LM Labs) or at Excelleris
• Human error during data entry or processing
• Clinicians working at multiple clinics or clinics that share the same address, which can confuse Excelleris when determining the correct Place of Service (POS) to send the results to.
• A clinician may not have updated their results distribution preference before leaving the team

Tip! Follow the Departing Provider Checklist when a clinician is leaving your clinic as one of the steps is to update their Results Distribution.

Issue #1: Transaction does not appear in the Client Record

Prior to sending an email to [e-mail], please follow the troubleshooting steps below:

1. Change Unsigned Transactions view filter to All Results - All Clinics
2. In client's Medical Record, check both Results and Documents segments
3. Look in Manual Matches and check ALL view filters
4. Look in CareConnect
   1. • If not in CareConnect, contact originating lab (e.g. LifeLabs) Lab contact details below)
      • If in CareConnect and not in client's Medical Record, contact [e-mail] 
        Provide PHN, LAB order number and collection date for the order; an example below
        

Issue #2: Transaction is delivered to your Unsigned Transactions list in error (correct client, wrong clinic)

Note:

• Transactions delivered to the wrong clinic, but for the correct client, do not need to be deleted.
• For transactions intended for non-Profile EMR clinics, follow Long-term Solution steps.

Short-term solution:

In Unsigned Transactions, highlight the misdelivered transaction and take note of ordering clinician and assigned clinician as well as MRP or Alt Prov in the Yellow Bar.

1. Right-click the transaction and select Forward
2. The Forward Transaction window opens
3. Enter the Clinician name and their Main POS auto-populates
4. Change the POS as appropriate (e.g., same as logged in POS where result was misdelivered to)
5. Click OK

Important! Transactions cannot be forwarded to the same clinician it was assigned to, even though the POS could be different. In addition, transactions cannot be forwarded to clinicians with an Out-of-Office set. The workaround steps are below:

1. If only the POS is incorrect, right-click the transaction and select Set Properties
2. The Edit Transaction Properties window opens
3. Change the POS
4. Click OK

Long-term Solution:

Misdelivered results will continue occurring until it is fixed at the source, which is the originating labs. To resolve this, contact originating lab (i.e. LifeLabs, Lower Mainland Labs, or Excelleris) and follow the script below:

This is <YourName> ordering provider

Transactions are being delivered to the wrong POS

Want to check if <originating lab> has the correct address for matching results to <Yourname>

• Update address, phone number and POS location (if working at multiple POSs, update information for each location)
• Verify all the addresses associated with your account and ask to remove addresses that are no longer valid for you
  

If the lab has correct information, double check that the lab is matching results to the correct ordering provider.

Note: doesn’t encompass all labs, to view originating lab look at the information tab of patient results 

Contact Details

LifeLabs	Phone: [phone] Fax: [phone] Email: [e-mail]
Lower Mainland Labs (LM Labs/PHSA Labs)	Phone: [phone] Fax: [phone] Email: [e-mail]
Excelleris	Phone: [phone] Fax: [phone] Email: [e-mail]

 

Known Issues

Opening Certain Transactions Freezes Profile EMR

​There is a bug where the application will freeze if a user clicks on a specific lab result. This happens in both the Medical Record/Results and Unsigned Transactions.

The workaround for this issue is for the user to:

1. Click on a non-problematic lab result

2. Click on the problematic lab result

This allows the user to open, review, and sign the problematic lab result

 

Opening Scanned Document then Pathology Result Freezes Profile EMR

There is a bug where the application will freeze if a user toggles from viewing a scanned document to an electronic pathology result (e.g., wound culture) without a Scanned Documents tab.

The workaround for this issue is for the user to:

1. Click on a non-problematic result with a Scanned Documents tab

2. On the same result, click on Results tab

3. Click on the problematic pathology result 

This allows the user to open, review, and sign the problematic lab result

Related Articles

Results Distribution (Pathology and Radiology Results and Transcriptions)
Clinical Lab Functions: Unsigned Transactions (Lab Results, Transcriptions and Documents)
Unsigned Results Report
"Work for" Functionality for Locums
Clinician of the Day (COD) - Locum - Results
Request to Move or Remove a Result