PS Suite: Why are some appointment providers or appointment schedules missing in the Cloud Connect setup?

Some of our sites have informed us that only a subset of their appointment providers show up in the list of available providers during Cloud Connect's configuration. The missing providers are usually appointment providers linked to a particular "Billing MD". PS Suite hides providers from Cloud Connect's schedule request if it believes that a provider belongs to a PSS location that is not accessible to the user associated with the Cloud Connect activation. Locations are a PSS-specific security setting that allows one clinic to keep a population of patients segmented privately from another clinic when both clinics are using the same PSS server. Many sites have this feature enabled in their PS Suite without their users' knowledge.

To verify and correct this problem, try the following steps:

  1. Choose a provider that is missing from Cloud Connect's list. Let's call this Provider1.
  2. In the Appointments window in PS Suite, choose the Appointments Menu, then Change Provider to Provider1.
  3. Take note of the "Billing MD" field for Provider1 (third field from the top). If the Billing MD is empty, it is likely that this particular provider would have appeared in Cloud Connect. However, if the Billing MD is set to, e.g., Doctor1, then we need to ensure Doctor1 is linked to an accessible location.
  4. If possible, change to Doctor1 as your current Billing Doctor. Choose Settings and edit Doctor1's billing information. Take note of the "Doctor Number": it should be a six digit number. Let's call it DocNum1.
  5. Open the Settings, then edit the Users dialog.
    1. Find the user that theoretically maps to Doctor1. Let's call this DoctorUser1.
    2. Verify that DoctorUser1's six-digit physician number matches DocNum1.
    3. Take note of the Accessible Locations for DoctorUser1 by clicking the corresponding field (3/4 toward the bottom in this Edit Users dialog).
    4. Find the user that theoretically maps to the Ocean Cloud Connect device. Let's call this OceanUser.
    5. Take note of the Accessible Locations for OceanUser by clicking the corresponding field (3/4 toward the bottom in this Edit Users dialog). Ensure that all of the accessible locations for DoctorUser1 are checked ON for OceanUser.
  6. Open Settings, select the Preferences dialog and choose the Mobile tab.
  7. Ensure that the "CognisantMD / SIS" or "Cloud Connect" device is associated with the OceanUser identified above.
  8. If you made any changes, proceed to Cloud Connect.
    1. Trigger a new synchronization of the appointments.
    2. Click the "Reconfigure EMR"" button to see whether the schedule is now visible.

If the above steps failed to identify any possible issues that could lead to an inaccessible location, try the following experiments:

  1. De-register and re-register the Cloud Connect device in the Mobile tab, then proceed to "Reconfigure EMR" in Cloud Connect with this new device registration (Step 8).
  2. Blank out the "Billing MD" field for Provider1 and complete Step 8 again.

If the schedule appears with a blank Billing MD, you can conclude that the schedule is indeed missing due to an inaccessible location. You may be able to leave the Billing MD blank if the schedule doesn't need to be linked for billing purposes (some clients have decided to simply leave it blank). However, if leaving the Billing MD blank is not an option and the first set of steps in this article failed to correct the problem, there may be additional configuration or workarounds necessary requiring TELUS' and our assistance.

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