Mississauga Halton Central Intake Program Novari …Mississauga Halton Central Intake Program Novari...

Mississauga Halton Central Intake Program

Novari eReferral Addictions & Mental Health – Receiver

Created: May 2019 Version: 4.0

1 | P a g e The eReferral application is NOT intended to function as a repository for PHI. Please remember to print or copy required referral information as the eReferral solution will

not retain information for longer than 6months after the referral has closed

NEED SUPPORTNEED SUPPORTNEED SUPPORTNEED SUPPORT � For access, trouble shooting issues

and general support

� Account changes and activations

Central Intake Program Office Central Intake Program Office Central Intake Program Office Central Intake Program Office

PH:PH:PH:PH: 905-338-2983 EXT.EXT.EXT.EXT. 4870

Email:Email:Email:Email: [email protected]

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TABLE OF CONTENTS How to access Novari eReferral .................................................................................. 3

Definitions ................................................................................................................ 4

Referral Queues – Headings Breakdown ..................................................................... 5

User Dashboard ........................................................................................................ 6

NOTIFICATIONS ............................................................................................................................ 6

DIRECT FAXES – FAILED DIRECT FAXES ......................................................................................... 7

TO DO ........................................................................................................................................... 7

EREQUEST SUMMARY .................................................................................................................. 8

Referral Management ................................................................................................ 9

ACCEPTING A REFERRAL ............................................................................................................... 9

Cancelling a Referral ............................................................................................... 12

RE-OPENING CANCELLED REFERRALS ........................................................................................ 13

Declining a Referral ................................................................................................. 14

Decline Vs Cancel .................................................................................................... 15

Scheduling Appointments ........................................................................................ 16

Cancelling & Rescheduling Appointments .................................................................. 19

Completed Referrals ................................................................................................ 20

Attachments ........................................................................................................... 21

Printing .................................................................................................................. 22

New! Side Bar Menu ................................................................................................ 23

eRequest history ..................................................................................................... 24

Search .................................................................................................................... 25

Filters ..................................................................................................................... 26

CREATE A QUICK FILTER: ...................................................................................................... 26

USER FILTERS .......................................................................................................................... 28

Services Routed Banner ........................................................................................... 30

DIRECT FAXES ........................................................................................................ 31



HOW TO ACCESS NOVARI EREFERRAL

You can access the Central Intake eReferral by copying and pasting the below website into Firefox or google chrome url bar:

https://ereqhttps://ereqhttps://ereqhttps://erequest.on.novarihealth.netuest.on.novarihealth.netuest.on.novarihealth.netuest.on.novarihealth.net



DEFINITIONS

eReferral: A web based application used to process and track referrals from initial request to clients first appointment outcome. Requester: The person who is submitting the referral. All referrals need to be initiated by a healthcare professional. This includes social workers, family physicians, RNs etc..

Receiver: The program who is providing a service for the client Decline: If a program feels the client is better served at another program; they have the option to decline the referral back to one-Link to be re-routed Cancel: If for any reason the referral can’t be fulfilled by the program (ex. Unable to contact/declines service) the program is able to cancel the referral Complete Referral: Once the client has completed their initial appointment the referral is updated to a complete status Closed: Any referral that has an updated relating to a completed appointment will automatically close Central Intake: A single point of access for Healthcare Providers to submit referrals. Central Intake receives, manages and triages referrals One-Link: One contact, one intake conversation, the right care… one-Link is a single point of access for referrals to 10 Addiction and Mental Health Service Providers funded by the Mississauga Halton Local Health Integration Network. Awaiting Acceptance (Referral Queue): Referral has been routed by one-Link to your program. Program is to review and provide an action on the referral. Either accepts and start internal program process on scheduling intake/assessment appointment; or Decline back to one-Link as client is not appropriate for service at the program. Awaiting Scheduling (Referral Queue): A client is currently awaiting a scheduled appointment for intake/assessment at the service provider Awaiting Visit (Referral Queue): Client has active appointment date and is waiting for scheduled intake/assessment to be completed Awaiting Outcome (Referral Queue): Assessment/intake date has passed, service provider is to add the outcome of the scheduled appointment. Client attended or didnt attend



REFERRAL QUEUES – HEADINGS BREAKDOWN Please see below for a breakdown on what information is included on all your queue tables.

HeaderHeaderHeaderHeader DefinitionDefinitionDefinitionDefinition

Reference # Unique identifier – automatically generated when a

referral is created

Origin The method a referral was created

Name Patient/Clients Name

Requesting Practitioner Clinical Person requesting the service

Requisition Type What service is being requested

Date Submitted When the referral was created

Current Location Real Time: The program the referral is currently at for

processing

**only process referrals that have your location listed in this column

Status Real time update on the state of the referral

Appointment Date Booked current appointment

Last Appt. Contact Type Referral Processing: the last attempt made on the referral **This column pulls from the program management banner

Last Appt. Contact Date Referral Processing: When the last attempt made was **This column pulls from the program management banner

Priority Referral priority based on reason for referral & Diagnosis



USER DASHBOARD The dashboard is your primary navigation of the application. You will be able to access any referral regardless of where it is located. There are 4 main sections of the dashboard:

NOTIFICATIONS

The application has been set up with 2 notification queues; Overdue for Scheduling and Overdue for Outcome. Currently the system will flag referrals that are pending in each queue for more than 30 days.

How to Access the Referrals within the Queue;

1. Highlight the section you would like to access by hovering over the header

2. Use your mouse to select the queue by clicking on the title

3. A separate table will open, with a list of all referrals currently in that queue

4. To update the referral � Click on the clients name which appears in blue



DIRECT FAXES – FAILED DIRECT FAXES

This is a new feature that has been added, where users have the ability to send out information via fax right from the application within a referral. This section on the dashboard will display if one of these faxes in unsuccessful.

TO DO

The To Do section of your dashboard breaks down by status all active referrals that have been sent your program. There are three processing queues:

Awaiting Acceptance When a new referral is sent to your program it will be placed into this queue. The referral will remain in this queue until one of the following two actions is completed.

Accepting the referral; Review the referral and if appropriate and ready to schedule click Accept

Decline the referral; when declining a referral you will be prompted to provide a reason. The referral will be sent back to one-Link to be re-processed. ***PLEASE SEE TABLE FOR DECLINE VS CANCEL

Awaiting Scheduling The referral will remain in this queue until an appointment has been scheduled & added to

the system.

Awaiting Outcome After the clients appointment date has past the referral will be placed in this queue. The referral will remain here until it has been updated with the outcome of the clients appointment.

For exampleFor exampleFor exampleFor example If the client attended you would update the referral to reflect an outcome of completed. If the client did not attend their appointment, the referral would move back to the awaiting scheduling queue to be re-booked. If

no outcome is added within a specified timeframe the referral will be flagged and moved to Overdue for Outcome.



EREQUEST SUMMARY

This section provides you with a total count on the number of active referrals currently pending in each queue. You can access the list of referrals within each queue:

• ClickClickClickClick�� on the numeric value located under the title of the queue. This will open a list of all referrals within that section.

• ClickClickClickClick�� on the client names to open the referral

• Click�� on the patient names to open the referral



REFERRAL MANAGEMENT

ACCEPTING A REFERRAL

All new referrals will be appear in the Awaiting Acceptance section under your to do list.

1. Click �Awaiting Acceptance from under the To Do section. A table will open

that contains all referrals

2. Select the referral you would like to open by � Clicking on the clients name



3. Review the referral to evaluate if you would like to ACCEPT or DECLINE

o Client Information – Communication information for the client, as well as detailed

information of the Requester (billing #, practice location, phone, fax)

o One-Link Referral – Emergency Department information, medication list & reason for

referral

o Antepartum/Postpartum Services- Information required for this service

o Eating Disorder Services – All information required by the eating disorder program

o One-Link Screening – Information gathered during the one-Link screen

o Housing – Additional information gathered during the one-Link screen if housing was

identified as a required service

o Employment Supports - Additional information gathered during the one-Link screen

if identified as a required service

o Concurrent Disorders - Additional information gathered during the one-Link screen if

identified as a required service

o Services Routed – a breakdown of referrals sent for this client. Please note: you will

only be able to view the status and location of these referrals. You will not have access

to specific appointment dates.

**Please note that only banners relating to your referral will show**



4. Accept the Referral � CLICK �� ACCEPT located under the client banner at the top of the page

5. Status Update �� The status of the referral will update to Awaiting Scheduling

NOTICE AT ANYPOINT IN TIME OF THE REFERRAL BEING ACTIVE YOU HAVE THE OPTION TO

DECLINE THE REFERRAL BACK TO ONE-LINK.



CANCELLING A REFERRAL

In some instances you will be required to cancel a referral (see page 15 for reasons

why you would cancel)

If any of the reasons for cancelling a referral occur, please follow the steps below;

1. Click � Cancel button at the top of the page

2. A pop-up window will appear asking you to select a Removal Reason from a drop

down menu. Select�your reason and click �Confirm Removal

Notice

A referral can only be cancelled if NO APPOINTMENT is scheduled. You must remove the

active appointment prior to cancelling the referral

**See steps on how to reschedule an appointment date (page 19)



**NEW**

RE-OPENING CANCELLED REFERRALS

Users now have the ability to re-open cancelled referrals.

1. Search the referral, using the main search bar

2. Once you have your cancelled referral open, Click the re-open button located at

the top right of the screen

Once you click re-open the referral will re-load and will update the status to the last state the referral was in before you cancelled it (in most cases this would be Awaiting Scheduling)



DECLINING A REFERRAL If the referral doesn’t fit within your program criteria you are able to send it back to one-Link to be re-routed

1. Select �Decline button at the top of the page

A pop-up window will appear. Ensure you select a reason and if there is any specific information (i.e. A specific program the client would prefer to be re-routed to) ***You will only have the option to CANCEL the referral after it has been ACCEPTED***

2. Once above is complete Click��Confirm Decline



DECLINE VS CANCEL

Please see the table below on when to use each function

Decline referral Reasons

(back to one-Link )

Cancel Referral Reasons

(referral is no longer active)

• Referral is not appropriate for the

program

• Client declines all service

• Client wishes to have service

somewhere else

• Unable to reach the client

• Incomplete Referral/Missing

Information

• Client cancels existing appointment &

declines service



SCHEDULING APPOINTMENTS

Once the referral has been accepted into the program; the next step is to update the record with the appointment information.

1. Appointment contact – Update this section with the last point of communication made when attempting to schedule an appointment. This section assists in referral management as the information selected populates on the awaiting scheduling referral queue table. Always click save after completing this section to ensure it updates with the new information

2. Last Appointment Contact – Update with the date the last interaction was completed on

1 2

3

4



3. Comments – Add information relating to the referral you would like attached to the record (i.e. LM on clients voicemail to call back for appointment)

4. Date/Time – Appointment date & time

To enter an appointment date and time in the scheduling widget you can click anywhere within the appointment field to open the calendar to select your date

Once you select a date from the calendar, it will automatically take you to select a time by the hour.



Once you select the hour it will then narrow the options by 5 minute intervals

**YOU MUST SELECT THE TIME FROM THE INTERVAL TIMES TO BE ABLE

TO BOOK THE APPOINTMENT**

• After you have completed entering the information Select �� Book Appointment

• After you select Book Appointment the referral will re-load and the Status at the top will now display as Awaiting Visit the date/time will be logged and greyed out.



CANCELLING & RESCHEDULING APPOINTMENTS

If a client has a previously scheduled appointment, they wish to cancel or did not attend their appointment; follow the steps listed below to update the client record to reflect this in eReferral.

1. Search for client record and open

2. Go to the Program Management banner

3. Appointment Outcome will appear with drop down menus:

a. Outcome – you must select an outcome from the available list

b. Reason – you must select a reason from the available list

c. Comments – any extra information you would like to provide that you feel

needs to be captured

4. Select �� Cancel

5. Once you click Cancel the referral will automatically:

a. Log the old appointment under the tab Previous Appointments

b. Change the referral status back to Awaiting Scheduling

6. If you then need to reschedule go back to the Current Appointment Tab and

follow the steps again to book an appointment.

For appointments that the date has not passed yet, you will need to first Click

the Red Cancel Appointment button, then proceed to the above steps.



COMPLETED REFERRALS Once the client has attended their initial appointment the eReferral application MUST be updated to reflect this. All updates made in the eReferral application are seen by each party connected to the client referral. (Requesting Healthcare Professional, Central Intake, & one-Link)

1. Open the client referral by retrieving it from the referral queue labelled

Awaiting Outcome on your dashboard

2. The queue is accessible in 2 places; under the To Do Section and the eRequest

Summary

3. Click �� in one of the 2 places to open up the queue

4. Once the queue is open you can select the specific referral you want to complete

from the list by clicking the clients name displayed in BLUE

5. Scroll down to the bottom of the referral to the Program Management banner

6. Under Current Appointment you will need to select the Outcome & Reason –

once both are chosen a button will appear that says Complete

Click this button and the referral status will now change to Completed and will automatically drop off your list of Awaiting Outcome ***IMPORTANT – Once a referral is in a completed state you can no longer update

this referral.



ATTACHMENTS If the referral has any corresponding documents they will be included in the attachments tab located within each individual referral. To access the attachments:

1. Search for the referral� Type in the last name or last name, first name or health

card number or reference number & hit Enter

2. Click��Attachments Tab

3. A list will appear 4. Click �� View to open the attachment



PRINTING Although not recommended, some programs may require them to print the eReferral and/or any attachments that come with it. If you are required to print:

• When in a eReferral Click�the down arrow beside the Decline button

• Once you click Print a pop-up window will appear asking � Would you like to

print the attachments along with the request form

o If you want everything printed then check the box that says Include

Attachments

o Select��Print eRequest

• Once you select Print eRequest a new window will open displaying what you are

printing and a pop-up asking you to select your printer and print.



NEW! SIDE BAR MENU The new 4.0 version of Novari eReferral has added a new feature the Side Bar Menu. The side bar menu automatically appears when you are in a referral no matter what state it is in.

Features are:

• Quick access to the current queue you are in

(no going back and forth from the home page)

• Shows an up-to-date look at how many referrals are still in that queue

• Displays Client Names, Location, and current state

• when the mouse hovers this icon it will display some information about that

referral

***This can be closed and re-opened by clicking the double arrow on the side of the

menu***



EREQUEST HISTORY A history of each referral is attached to the client record. At any given time the Central Intake Program, requesting source & receiving programs can open a record and review time stamped information on any referral.

If there are any other referrals for this client you will also see their eRequest History displayed under Other Requisitions for this Patient you won’t be able to see any detailed information regarding those referrals but it may be helpful in future if you wanted to refer for other services through Central Intake.



SEARCH Use the search field to locate your referrals:

1. Search by:

a. Last name

b. Last name,First name (NO SPACES)

c. Health Card Number (do not include any version codes)

d. eReferral Reference #

***Note: the eReferral Reference number is a unique identifier that is created once you save and submit a referral, this can be used as another way to search for a record***

2. If more than 1 result is returned a pop-up will display with a list of search results

3. Always select the referral listed as one-Link under the Requisition Type column.

This is the Main referral (referred to as the Parent referral)

SEARCHING:

� Ensure that there are NO extra spaces before or after the content inside the search field

� For all Addictions and Mental Health referrals there will be a Parent referral (main referral submitted) and

a Child referral (secondary referral that has been sent for a program/service identified by one-Link)

o Parent Referral = Requisition Type appears as one-Link

o Child Referral = Requisition Type appears as Addictions & Mental Health



FILTERS

Filters can be used to help manage queues and overall workflow. There are 2 types of filters:

• Quick Filter – only temporary one time use will reset once you move away from

the queue you are in

• User Filters – you create them and save for future use ***Recommended***

Create a Quick Filter:

1. When you are in any queue select the Quick Filter button

2. A pop-up will appear

a. Select a condition from the drop-down menu

b. Click ��Add Condition

c. You can select multiple conditions for the one filter

For example: You want to display all Urgent referrals that are in your

queue that are from a specific Requester

In this case you would first select:

• Condition �� Priority



• In the Priority field you need to Select �� Urgent

• Select �� Add Condition

• Go back and now select your 2nd Condition

• Select��Requesting Practitioner

• Select�� Add Condition

• In the Requesting Practitioner Field start to type the name of the

person

Once you feel that you have all parameters for this filter Select �� Apply Filter

You will now notice that the Quick Filter Button is displayed as Green which indicates

that you have a filter on. If you forget or unsure what the filter is you can hover the and it will display what the filter is.



User Filters

User filters are great to assist with managing your queue.

1. Click your user name in the top right hand corner of the screen

2. A drop down menu will appear � Click My Filters

Scenario we will create a Filter Called Urgent Contacted Clients

1. A pop-up window will appear, Select�� Add Filter

2. You will need to create a Filter Name to begin

3. Select from the drop down your

selection in this case Contacted

Patient

� Answer the question Yes or No

4. Select your next criteria from the drop

down � Click Add Criteria

� Priority – Urgent (Derived

Priority – Addictions & Mental

Health)

5. Click�� SAVE



6. Now your new Filter should be displayed in the list that appears User Filters:

7. Click��Close

Now you can access this or any other saved User Filters for use at any time. To access the filter:

� Click on the one of your queue that you would like to apply the filter to

� Select your filter from the drop down menu

(it will appear as the name you created for it)

� Once you click your filter the queue will re-load and appear in order as per the

parameters you created for that filter



SERVICES ROUTED BANNER

To confirm if a client has been routed to other service providers, see the steps below:

1. Open the clients referral

2. Select � Services Routed banner

3. You will be able to view additional HSPs that referrals were sent too

4. Priority it was sent with

5. The Real Time status of the referral at that location

**NOTE: you will not have access to the specific referral information or appointment

date information



DIRECT FAXES The application gives you the ability to send outgoing faxes direct from the application. This can be used at any point within a referral and allows you to send a personalized message with a copy of the referral and attachments. How to send a direct fax:

1. Open the referral you want to fax

2. Put the mouse over the button, a menu will appear. Select send fax

3. A pop-up window will appear

4. Fill in the Fax number for the recipient, the From box is to be the name of your

Program the Subject line, type or copy and paste in the body section.

a. If you want to include the attachments, check the boxes of the items you

want to send with this fax

b. To include the eRequest form (eRequest form is the full form including all

banners)

5. Once you are ready to send the fax Click Send Fax

If the fax times out and/or does not go through you will receive a notification on your dashboard under Failed Direct Faxes.

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