Given the coming downtimes scheduled by the HSSO, we’ve put together a few of the scenarios you will likely encounter once the system is back up and messages start coming in through AlayaCare, in the hopes they can assist your day-to-day operations.
During the downtime
The LHINs have advised that only urgent offers/updates will be communicated via fax and phone. Since the systems on the HSSO will be down, those urgent messages will most likely be transmitted with no other identifiers than the client name, as the electronic records will not be online.
For existing clients in your system, we recommend that all updates to client profiles and services be stored under notes (Progress/Client Notes for example). Doing so will keep a record of updates that come in offline. Then, when the system is back online and coordinators begin processing the referral updates, they will be able to process those updates without running into conflicts (like mismatched service details that can happen with manual updates).
We advise clients to not send any requests for APO orders while the HSSO system is under maintenance.
Any messages sent out during downtime will be automatically queued in AlayaCare and only sent once HSSO's systems are back online. AlayaCare will continuously monitor the PXML Service. As soon as we receive communication that systems are back up and message exchange is available, messages will start coming in.
After the downtime
AlayaCare will communicate as soon as we have re-established a connection with HSSO's PXML Service. All types of messages received after the downtime (referrals, offers, remittance advice files, and APO responses) will be available through the AlayaCare web interface as soon as they are sent by the LHINs.
It is unclear whether the messages sent via fax/phone will be re-sent via PXML Service. In cases where they are re-sent, we wanted to outline some of the situations that can happen:
Scenario 1: A new referral was transmitted via fax/phone and the client does not yet exist in AlayaCare.
A new patient will be created manually with the information received in the referral.
When a referral comes in after the downtime for this client (whether it is the original referral or an update), the coordinator can decide to:
- Process the referral
- Manually mark the referral as “Processed”
Processing the referral
When the referral selection dialog opens, the system will display the clients matching the client name, health card number or client identifier in the referral as usual. The client created above will appear provided that the name was entered correctly when created.
Upon choosing the client, their services will be displayed. To display the list of client services matching a referral, the service assignment id is first looked at to determine matches. If the client has services matching the service assignment id on the referral, those services are displayed. Otherwise, all client services are displayed.
If the service for the above client was created manually, the service will not have a service assignment id, BRN, or service type code. The manually created service should appear in the list of services. If the service listed on the referral is not in the list, copy/pasting the referral’s service assignment id into the client’s service details in AlayaCare will make the service appear in the dialog.
Marking it as 'Processed'
This option should be used in cases when the referral contains information that has already been input in the corresponding service. This action marks the referral as 'Processed' and it does not associate it to any client or service so, none of the data already in the client or service will be overridden.
Scenario 2: An update or frequency update referral was transmitted via fax/phone and the client should exist in AlayaCare.
The client will be searched by name either through the global search or the client list and the update information received will be associated to it.
If after the downtime, the same update is received, the coordinator can decide:
When opening the referral selection dialog, a matching client should appear, along with its services, a single one if there was an exact match. If the referral is processed to a client and service, the demographic information for the client and the latest referral info for the service will be updated with data from the referral. Any changes saved in those fields from the phone/fax update will be overridden.
Marking it as ‘Processed’
Same as described above. No changes or information updates will be performed in a client or service. Only the referral status will change.
Since all urgent offers/updates will be communicated via fax during the downtime, offers that come after the downtime should be new ones with an expiration time in the future. All offers that come into AlayaCare with an expiration time in the past (for example the ones corresponding to the electronic version of what was already sent via fax/phone) will automatically be marked as "Refused" with reason "Expired".