Question:
We have received reports that patients are in the ED and unable to access service requests despite clinical users being active. Why is this?
Answer:
This could be for one of several reasons:
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The patient hasn't logged in or has logged in using the sharee link. This is something we have seen occur several times - the patient has logged into ERAdvisor using the sharee link rather than the original invite or subsequent reinvite.
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We may not have received correct location information for the patient. We are limited to what is received via the ADT or Room/Bed feeds. We have encountered some instances where a facility purports a patient to be in one location however we are receiving a different location. If the location being received is not within the allow list then service requests will not be activated for the patient.
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We are not sanitizing the location correctly and the SFTP location is being overwritten by incomplete locations from a different feed. Service requests require a department and a room to be activated. We have experienced an issue in the past where we were not sanitizing locations correctly and were only receiving a department on additional feeds (this has since been resolved).