OSCAR Pro EMR Integration Troubleshooting

The table below outlines common issues and solutions that users may experience when integrating their OSCAR Pro EMR with Ocean.

Issue Solution
Client keys and secrets are appearing as invalid when creating the REST Client in OSCAR Pro.

Ensure that you are doing a direct copy and paste of the “Name”, “URI” and “Token Lifetime (seconds)” from the guide.

The system will treat spaces as additional characters. Ensure that there are no trailing spaces, at the end of either value or leading space at the start.

Ocean toolbar is not visible in the chart.

First, ensure the Ocean Toolbar javascript file has been installed in the EMR per the associated guide.

If that has been done correctly, and the toolbar is still not visible, please contact the OSCAR Pro Helpdesk via help@oscarprodesk.ca to report this issue.

OSCAR username/password not found.

If Cloud Connect is claiming it cannot find the "OceanConnect" user, this typically means the OSCAR server URL is incorrect. Ensure the "/oscar" portion of the URL is included and that there is no trailing slash at the end of the URL.

Please ensure that when creating the "OceanConnect" user, that the "force password reset" option has not been set to "true." In that situation, OSCAR will prompt the user to make a new password upon the initial sign in, which Cloud Connect cannot see.

If that is the case, reset the user and password within the EMR’s Administration area, and ensure that the option is set to "false”.

400-series error when attempting to connect to EMR server in Cloud Connect.

First, ensure the values do not contain any trailing spaces at the start or end of the field.

Additionally, check in the EMR to confirm that the correct URI has been set. It is common for people to accidentally click the URI value and then just copy "cloudconnect.cognisantmd.com" from the URL bar, missing the remaining directories of the URI. If that is the case, the entry will need to be erased and redone to generate new key/secret credentials.

If all values are correct and this error persists, send a ticket to the OSCAR Pro Helpdesk (help@oscarprodesk.ca) for review.

500 Error when setting up "Oc." shortcut on day sheet.

If this issue occurs, contact the OSCAR Pro Helpdesk (help@oscarprodesk.ca) to resolve the problem, as the issue is most likely related to a value directly in the EMR database.

The root cause of this issue may be the result of the field "Length of link and form names to display on the appointment screen," which is found under "Preferences," being set to 0. (The default is typically 2-3 characters.)

500 errors.

In general, if you encounter a 500 error within OSCAR Pro while performing a setup, that results from an issue on the EMR server. If a 500-error screen prohibits you from moving forward, contact the OSCAR Pro helpdesk team via help@oscarprodesk.ca for assistance.

HTTP 404 Not Found.

Submit a ticket to the OSCAR Pro Helpdesk (help@oscarprodesk.ca). This error typically indicates that OSCAR has forgotten to enable the REST API service for this EMR instance. Once enabled, there is usually an overnight restart required, which will then allow Ocean to connect.

Clinic’s OSCAR server URL is an IP address (e.g., https://172.16.0.1/).

This suggests that the clinic is running a local install of OSCAR Pro versus a cloud-hosted instance.

Cloud Connect cannot remotely access a local IP address, so the clinic must instead use their external, public-facing, server URL (typically this is https://[clinic_name].kai-oscar.com/Oscar). If the clinic is unsure of their public URL, they will need to consult the OSCAR Pro Helpdesk (help@oscarprodesk.ca) to acquire it.

Locally hosted instance cannot connect to externally hosted server URL.

Some clinic networks are set up such that the locally hosted OSCAR instance can only be reached by an internal IP while on-site. Attempting to connect to the external server URL fails to resolve (this can be determined by attempting to load the external server URL in a web browser).

If that is the case, the integration needs to be completed on an outside network – typically a staff member will do so from home. Alternatively, a staff member can hotspot to a mobile device to work around this issue.

Note: Once Cloud Connect is complete, staff can sign into Cloud Connect to make changes directly from their local network. Any re-authentication of the integration would require the use of an external network again.

The 'Update Referral' button does not appear on the Ocean eForm

First, ensure that the relevant patient has at least one future appointment booked in the OSCAR Pro Schedule, and that at least one eReferral/eConsult has been received for the patient in Ocean.

Additionally, verify that the name of the Ocean eForm in OSCAR Pro is exactly "Ocean" (without quotations, case-sensitive). Any deviation from this exact name will prevent the 'Update Referral' button from appearing when attempting to add appointment information into a referral.


OSCAR Pro: Download & Install the Ocean eForm & Toolbar

1. Download the Ocean eForm and Ocean Toolbar Files

To download the files below, right-click on each blue file button below, select 'Save Link As…' and save them to a location on your computer that is easily accessible.

2. Upload the Ocean eForm into OSCAR

  • Log in to your OSCAR EMR and open the Administration window from the menu along the top of the page.
  • Expand the 'Forms/eForms' section on the sidebar and select 'Manage eForms'.
  • Select 'Upload', click 'Choose File', and locate the 'OscarCustomForm.html' file that you downloaded in Step 1.

    Note: This file may alternatively be named 'Ocean EForm.html' if you saved the file directly from a new tab or browser window.

  • Under the 'eForm Name' field enter the term 'Ocean' (without quotes and ensuring the first letter "O" is capitalized), and then click 'Upload'.

    Note: Ensure that the name of the eForm is exactly "Ocean" (without quotations, case-sensitive). Any deviation from this naming can break certain Ocean functionalities.

  • The Ocean eForm is now installed and can be seen in the OSCAR eForm Library list.

3. Upload the Ocean Toolbar into OSCAR

  • Within the Administration panel, expand the Forms/eForms section and select 'Upload an Image'.
  • Select the 'Choose File' option and locate the 'oceanToolbar.js' file that you downloaded in Step 1.
  • Click the 'Upload' button.

OSCAR Pro: Edit your Appointment Status Setting

For clinics planning on using Patient Reminders: Ocean can change the appointment status to a desired code once they've been sent an automated appointment reminder email through Ocean. This step will walk you through how to edit the description of this customizable code status to something easily recognized like "Ocean Reminder Sent". This feature is separate from Ocean eReferral appointment emails, and requires users to have a patient messaging and reminders licence.

Prerequisite: For OSCAR Pro (WELL Health) Clients

There are a few steps that WELL Health must complete on your OSCAR Pro instance before getting started with Ocean. Please follow the steps and complete the form found on the following page: ocean.tips/oscar-pro-request. A CognisantMD team member will follow up with you.

This step is an optional part of setting up the integration between OSCAR PRO EMR and Ocean, for users who have a patient messaging and reminders licence.

Ocean will not automatically trigger a custom status in OSCAR PRO to provide a visual indication when a patient reminder has been sent to the patient. However, if you want to set a custom status in OSCAR Pro to reflect when a patient reminder has been sent to the patient, please follow the steps below.

 

  1. Edit your Reminders Configuration within your Ocean site

    • While logged into your Ocean site, click Menu in the top left corner and select Patient Reminders. From here, click Settings on the righthand side and then Edit Configuration to bring up the Reminders Configuration page.
    • By default, Ocean will not change the appointment status in OSCAR Pro when a Patient Reminder has been sent to a patient. However, if you want the appointment status to change after a reminder is sent, simply click the dropdown and select the code you wish to use. Ensure you click Save after doing so.
  2. Edit your appointment status setting in OSCAR PRO

    • To set the specific custom status that will be displayed in your OSCAR PRO EMR when an Ocean Reminder is sent, begin by accessing the Administration panel. Expand Schedule Management and click on Appointment Status Setting.
    • In this case, we chose to configure OSCAR PRO to display code e when a reminder is sent to the patient. You can edit the description, colour and the code itself by clicking the Edit button along code e. When you are finished making your changes, click Submit.

Appointment Confirmations

When configuring Patient Reminders, you have the option to configure appointment confirmations. This will allow patients to confirm their appointment via the appointment reminder. If this is enabled, the appointment status will automatically change to code h in your OSCAR PRO EMR. If you wish to change this from code h to something else, please follow the steps outlined on this page, but click on the dropdown under Appointment Status for Appointment Confirmations.

Check-in Kiosk Status

If you are using an Ocean Check-in Kiosk with your OSCAR Pro EMR, Ocean can automatically update the status of the patient's booked appointment when they check-in using the kiosk. You would first want to ensure that the "Check-In" tab of your kiosk settings is configured to your liking.

    • Once the patient checks-in using the kiosk, Ocean will update the patient's booked appointment with the OSCAR status code "H - Here". This is not customizable.