We have received reports that patients are in the ED and unable to access service requests despite clinical users being active. Why is this?
This could be for one of several reasons:
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.
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.
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).