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

Missing Results
Misdelivered Results
Known Issues

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

Missing Results

Transactions (pathology/radiology results and transcriptions) at Profile EMR Clinics may be misdirected due to incorrect or out-of-date clinician information at the labs (LifeLabs or LM Labs) or Excelleris or human error. The most common reason is clinicians working at multiple clinics or clinics that share the same address which can be very confusing for Excelleris to determine which POS to send the transaction to.

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

Prior to sending an email the EMRHelp@vch.ca, please follow the below troubleshooting steps:

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

If in CareConnect and not in client's Medical Record, contact EMRHelp@vch.ca
If not in CareConnect, contact originating lab (e.g., LifeLabs)

Misdelivered Results

Similar to above, when transactions are incorrectly delivered to your clinic's Unsigned Transactions list, this is usually due to incorrect or out-of-date clinician information at the labs (LifeLabs or LM Labs) or Excelleris or human error.

Note: Transactions delivered to the wrong clinic but for the correct client do not need to be deleted. 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 (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 POS, 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: 604-431-7206

Fax: 604-412-4445

Email: CICBRL@lifelabs.com

Lower Mainland Labs (LM Labs/PHSA Labs)

Phone: 604-707-2827

Fax: 604-707-2601

Email: labphysupdates@phsa.ca

Excelleris

Phone: 604-658-2121

Fax: 604-291-6837

Email: Excelleris-clientservices@lifelabs.com

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