Administrator
Administrators are employees within your organization with the specific user role and permissions required to configure and manage settings, users, and dictionaries within the Operations IQ® Platform. Administrators are often from your Information Technology department or management. They ensure that the platform is tailored to meet the needs of your organization by configuring various settings and managing data and user access.
Administrators can access and perform the actions available on the Admin menu in the navigation bar.
How the Administrator Role Works
Functionality
The Administrator role is required to configure settings that allow you to customize certain aspects of your Operations IQ® Platform experience.
Administrators can view the default Locale.
Administrators need to do the following to prepare for transfers.
Set Up Dictionary Items
Administrators can view, create, edit, and delete dictionary items.
Administrators can view, create, edit, activate, and deactivate user accounts, as well as reset a user’s password.
Administrators can view or download Protocols, delete Protocols upload Protocols, and edit Protocol names.
Administrators can create, edit, and reset the Default List Views.
Administrators can configure settings such as inactivity timeouts, time zones, security settings, clinical settings, facility utilization settings, time formats, Transfer settings, Capacity Management settings, and external source configuration settings.
Allergies
An allergy is an immune system overreaction to an allergen. Allergies are entered as dictionary items by Administrators, associated with a patient by Patient Placement Specialists when creating or updating a transfer case, and taken into consideration by staff caring for the patient. Knowing a patient’s allergies is essential for safe and effective medical care, helping to avoid adverse reactions, manage emergencies, and tailor treatment to individual needs.
Allergies exist in the Allergy dictionary, as a column on the Cases List and Referrals List, and as a field in the Clinical Details section of the Patient tab of a transfer case.
How Allergies Works
Functionality
If a patient has allergies, they can be entered in the Known Allergies field in the Clinical Details section of the Patient tab of the associated transfer case.
The list of allergies to choose from is populated with the Allergy dictionary items.
Multiple allergies can be added.
If multiple allergies are added, they will appear separated by commas in the Allergies column of the Cases List and Referrals List.
Allergies must be entered one at a time.
Known allergies can be removed from a patient’s clinical details in their associated transfer case.
Allergy dictionary items contain a name and an HL7 External Source ID.
Some Examples of Allergies may be Penicillin or Mold.
Manage a Patient’s Known Allergies
On the Patient tab, scroll to the Clinical Details section and locate the Known Allergies field.
Begin typing the name of the allergy and then select the allergy from the list that appears to add an allergy. Repeat to add more.
If the desired allergy does not appear, it needs to be added to the Allergy dictionary by an administrator.
To remove an allergy, select the x next to the allergy that you want to remove.
Assessment Type
Assessment types are used to categorize assessments. This is the type of assessment a patient receives, such as an Initial Assessment or a Re-assessment. The Assessment Type dictionary is managed by administrators. Patient Placement Specialists select an Assessment Type when documenting a patient’s assessments.
Assessment types appear in the Type selection list in the Assessment Details card of the transfer case's Patient tab.
How Assessment Types Work
Functionality
The items in the Assessment Type dictionary populate the Type selection list in the Assessment Details card on the transfer case's Patient tab.
Assessment Type dictionary items contain the name of the Assessment Type.
Assessment Type dictionary items can be viewed, created, edited, or deleted by administrators.
Example: Initial Assessment, Re-assessment
Bed Location
A Bed Location refers to the name of the unit in which a patient’s bed is located. For example, a Bed Location may be an Emergency Unit or Intensive Care Unit. Accurate bed location information is crucial for patient management, ensuring that patients are placed in the appropriate care environment, and coordinating transfers and admissions efficiently.
Bed Locations exist as dictionary items in the Bed Location dictionary.
How Bed Locations Work
Functionality
If Transfer IQ® is integrated with Capacity IQ®, some Bed Location dictionary items are created in Capacity IQ®.
These dictionary items can be edited but not deleted.
Bed Location dictionary items include details about the Unit where the bed is located, attributes specific to the Bed Location, and External Source ID configuration.
External Source IDs are used to identify Bed Locations in external systems.
One Bed Location can have multiple External Source IDs.
The Details section of the Bed Location Dictionary items include the following fields:
Name - the name of the bed location
Abbreviation - a shortened name for the bed location
Display Name - the name that will appear on the user interface.
Parent Unit - the unit that includes the bed
Select Allow Bed Stacking if multiple patients may occupy this location at once, such as discharge lounges or nurseries.
The Attributes section of the Bed Location Dictionary items include the following fields:
Location Type – The type of location: Home or Off Unit Location.
Home – The location that the patient occupies
Off Unit Location – This option is for future functionality that integrates with Location IQ® and should not be configured at this time. Select this option if you want Location IQ® to automatically set the patient's status to Away: [location] when the patient is temporarily in a different location from their home location. For example, patients may go to X-Ray or the Lab and then return to their home locations.
Bed Size – Size of the bed, such as Adult, Child, or Crib.
Is Available – “Yes” indicates that the bed location is available to assign to a patient. “No” indicates that the bed is not available to assign to a patient. The default setting is Yes.
Holding – Indicates if the bed location is for a holding bed or not
When adding an External Source ID to a Bed Location Dictionary item the following fields appear:
External Source Name - the external system's name
The list that appears is populated with systems that the administrator has configured in the Platform Settings page > External Source Configuration section.
External ID - the name of the ID used by the external system to refer to the bed location.
Note: When the external system that you selected sends data including the ID that you typed, the Operations IQ® Platform will recognize the information and handle it appropriately.
Manage the Bed Location Dictionary
Add a Bed Location to the Dictionary
Go to Admin > Data > Dictionaries.
Select the Bed Location Dictionary from the drop-down.
Click +Add Entry.
Fill out the information in the Details and Attributes sections.
Click Add External ID
Select the External Source Name from the drop-down.
Enter a unique External ID.
Click Add Entry
Cases List
The Cases List displays all of the transfer requests. The Cases List is important because it provides an at-a-glance list of all of the transfer requests that you can quickly scan. Each row represents one transfer case, and each column displays information from one case field. The Cases List helps Patient Placement Specialists to more easily manage multiple cases at once and quickly see priorities. By understanding how to navigate the Cases List, you can efficiently manage and prioritize patient transfers, ensuring timely and organized care transitions.
The Cases List is located on the Cases View (Access > Transfers).
How the Cases List Works
Functionality
Each row in the list represents one transfer case.
The information from the transfer case's fields appears in columns.
Each column describes one case field such as, Patient Name, Gender and Diagnosis.
By default, transfer cases are listed chronologically by created date with the most recent dates appearing at the top.
Administrators can set a standard view of the Active cases, Upcoming cases, Completed cases, and Transfers > Referrals lists for all Patient Placement Specialists to use and a standard view of the Referrals list for external care providers to use.
The fields that have been selected to appear as columns by the Administrator or TeleTracking appear as the Cases list default view.
Each time you sign in, you see the default list view.
You have the flexibility to customize the columns in the Cases List by adding, removing, resizing, and re-ordering them. This allows you to prioritize the display of the most relevant information to meet your needs.
You must select at least one column to appear on the list.
Columns that you added will appear at the far right of the list.
The Transfer IQ® application retains your customizations until you sign out. Subsequently, when you sign in, the default view appears again.
Saving personal views are not possible at this time.
You can filter, sort, and search the list to easily locate a transfer case.
You can search for cases by the information in some of the list columns. If a column displays a search box below the column heading, you can search the column information.
You can filter the Referring Facility and Preferred Facility columns to view all the facilities belonging to an enterprise group if the administrator has configured that information. If you select an enterprise group in the drop-down list, then only facilities belonging to that group appear in the Cases list. Enterprise groupings that do not have at least one facility associated with them do not appear in the drop-down list.
Some columns allow you to change the sort order by the values they display.
If a column can be sorted, an arrow appears when you select the column heading.
Diagnosis and ISO Type columns can be sorted on the Transfers > Referrals list but cannot be sorted on the Cases list.
A file icon and a pencil icon are displayed in the first column of every row, serving to open the Transfer Case Screen in View Mode and Edit Mode, respectively.
Users with the Patient Placement Specialist (View-Only) role will not see the edit icons in the case rows or the Start New Case button.
Clicking on a row in the Cases List, opens the Transfer Case Screen in edit mode.
It is possible to select the number of transfer cases displayed in the Cases List, with the options being 25, 50, or 100 per page.
If more transfer cases exist than the Cases List is configured to display per page, the Next and Previous buttons can be used to switch between pages.
By default, the Cases List will show 100 cases on the first page.
If the Transfer IQ® application is integrated with Referral IQ®, when you import Referrals from the Referrals View, the requests appear as cases on the Cases List.
Within the Cases View, transfer cases are grouped in tabs by three pre-defined filters. You can select a tab to restrict your view to display only one of these statuses at a time.
Active displays only the transfer cases that have an ETA of today's date or a previous date.
Upcoming displays only the transfer cases that have an ETA of more than a day in the future.
Completed displays only the transfer cases that have been completed.
Upon request, the Active and Upcoming tabs can be merged so that only the Active and Completed tabs are visible.
View the Cases List
Log in to the Operations IQ® Platform.
Go to Access > Transfers.
The list of active transfer request cases appears.
Select How Many Transfer Cases Appear per Page
Click the "Show" drop-down located at the bottom of the page.
Choose to view 25, 50, or 100 transfer cases by selecting it from the drop-down list.
Navigate Cases List Pages
If there are more existing transfer cases than the Cases List is configured to display on one page, use the next button to navigate to the next page and the previous button to go back a page.
Cases Not Appearing in Cases List Checklist
This checklist will go through some steps to review when cases are not appearing.
Part 1 - Rule out the Basics
The quickest way to fix an issue may be to close and relog into the application.
Review Refreshing your Login and Troubleshooting before proceeding.
Part 2 - Case Tabs
Ruling out issues with patients appearing on another tab.
Part 3 - Cases List Filters
Rule out issues with filters hiding results.
Remove the current filters to confirm the patient is not excluded from your current view.
Patient might have a filter activated on which will prevent the patient from showing on the user's current view.
Patient might need to add or remove a filter.
Part 4 - Check for Outages
Check the Status Page for any open issues.
Part 5 - Gather + Submit Information
Open up a ticket with TeleTracking® support. We will normally ask for the below information when troubleshooting these issues:
Problem:
Description of what happened
Anything specific that seems unique to your problem
Scope:
How many cases is it affecting?
When did it start?
Is it affecting one user or multiple users?
Examples:
Date/Time transfer case was created
When transfer should have shown
A way to identify the record without sharing PHI via chat
Cases List - Active/Upcoming/Completed Tabs
The Active, Upcoming, and Completed tabs allow Patient Placement Specialists to quickly filter the transfer cases that appear in the Cases List. This enhancement streamlines the process of updating existing information or transfer cases by improving the efficiency of locating a specific record from the Cases List.
The Active, Upcoming, and Completed tabs appear as radio buttons under the tabs for the Referrals View and Cases View.
How the Active, Upcoming, and Completed tabs Work
Functionality
Within the Cases View, transfer cases are grouped in tabs by three pre-defined filters. You can select a tab to restrict your view to display only one of these statuses at a time.
Active displays only the transfer cases that have an ETA of today's date or a previous date. Active transfer cases are being worked on today.
Upcoming displays only the transfer cases that have an ETA of more than a day in the future. Upcoming transfer cases will be worked on in the future.
Completed displays only the transfer cases that have been marked as completed by the Patient Placement Specialist.
If you find that having both an Active and Upcoming tab slows down certain workflows, you can request that your health system’s configuration is updated to merge the Active and Upcoming tabs.
This functionality is behind a feature flag.
By default, the upcoming tab remains, enabling the feature flag will remove the upcoming tab and all cases on that list to the active tab.
This can be enabled by TeleTracking Support
If the Active and Upcoming tabs have been merged on your configuration:
The Upcoming tab will not appear as an option.
The Upcoming transfer cases will be incorporated alongside the cases within the Active tab.
ETA will no longer be a determining factor for patients appearing or not appearing on the Active worklist.
No changes are made to the Completed tab
Filtering the Cases List by Tabs
Select the Active, Upcoming, or Completed radio button.
The Cases List will update to only display transfer cases that match the case status of the selected tab.
Display a Patient on the Upcoming Tab - Issue
Go to the case's Outcome tab
Scroll to the Transport Request card located under the Patient Transport Information section
Set the ETA to a date in the future. This will move the case to the Upcoming tab.
Cases List - Columns
The columns that appear in the Cases List represent transfer case fields. The information in the columns can be used by Patient Placement Specialists to quickly view information about a transfer case or to locate a transfer case for editing.
Columns appear in the Cases List. A single column is highlighted in the image below.
How Columns Work in the Cases List
Functionality
Columns display transfer case field information.
TeleTracking supplies a selection of columns as a base default list view which is not customized to a specific access center's workflow or preferences.
Administrators can configure a default view of the Cases List that is customized for your access center.
The columns that appear on the Cases List can be temporarily customized by Patient Placement Specialists. After logging out, the changes will revert to the default view.
You must select at least one column to appear on the list.
Columns that you added will appear at the far right of the list.
Columns can be resized and re-ordered in the Cases List.
After changing the order, size, or selection of columns that appear on the Cases List, the view can be reset to the default view.
Some columns have text fields that can be used to search for specific information about a transfer case.
For some fields, multiple search criteria can be entered.
More than one field can be searched to further narrow results.
Some columns allow you to change the sort order by the values they display.
If a column can be sorted, an arrow appears when you select the column heading.
Diagnosis and ISO Type columns can be sorted on the Transfers > Referrals list but cannot be sorted on the Cases list.
The base default selection of columns for the Cases list includes the following:
Case Owner – The name of the user who was signed in when the case was created. The name appears in Last name, First name, Middle name, Suffix format.
Created Date/Time– The date and time that the case was created or imported to the Cases list from the Referrals list.
Case Type – A description of the type of case, such as Direct Admit or Emergent appears on a color-coded background configured by the administrator.
Patient Name – The patient's name in last name, first name, middle name, suffix format.
Gender – The patient's gender appears on a color-coded background. Female appears as F on a pink background. Male appears as M on a blue background. Unknown appears as U on a gray background.
Age – The patient's age. The application automatically calculates and displays the patient's age when the date of birth is entered in the case details page.
Diagnosis– A medical provider's identification of the patient's condition, disease, or injury from evaluating the symptoms. Multiple diagnoses appear in primary, secondary order.
Specialty– The kind of care within the service line that is requested for the transfer patient.
Transfer Reason – The reason that the patient needs to transfer, such as Lack of Equipment, Bed Capacity.
Referring Facility – The name of the facility that requests to transfer one of its patients.
Referring Physician – The physician who requests the transfer for the patient.
Referring Unit – The unit from which the patient is transferred.
Preferred Facility – The facility that is preferred for the patient. This may or may not be the facility where the patient actually goes.
Destination Facility – The facility that actually admits the patient.
Accepting Physician – The physician who accepts the patient into the destination facility.
Admitting Physician – The physician who agrees to admit the patient into the destination facility.
Disposition– The staff decision concerning the transfer request. The request is either accepted or declined.
Target Unit – In the destination facility bed request, the unit that is preferred for the patient.
Bed Request Status – The current state of the patient's bed request, such as Requested, Assigned, Completed, Cancelled.
Assigned Bed – The identifier of the bed assigned to the patient appears on a color-coded background that signifies the state of the bed such as Blocked, Clean, Clean Next, Delayed, Dirty, In Progress, Occupied, Stat, Suspended, Udef8, Udef9, Clean Spill.
The following columns can be added to the base default selection:
Accepting Physician Phone (and ext if exists) – Phone number for the physician who admitted the patient. The extension is included if it is entered in the Physician dictionary.
Age/Gender – The patient's age and gender are combined into one column. The patient’s age appears on a color-coded round background that is pink for female, blue for male, and gray for unknown gender.
Allergies– Substances that cause the patient to have an allergic reaction. Multiple allergies are separated by commas.
Arrival Date/Time – The date and time that the patient actually arrived at the destination facility.
Auto Acceptance – The patient can be automatically accepted at the destination facility without contacting a physician.
Bed Req. Activated – The date and time that the Activate this bed request box was selected.
Bed Req. Status Updated – The date and time that the currently displayed bed request status was set.
Caller 1 Name – The name of an employee in the referring facility who contacted the health system to request a patient transfer.
Caller 1 Phone – The phone number of an employee in the referring facility who contacted the health system to request a patient transfer. The extension appears if appropriate.
Caller 2 Name – The name of an employee in the referring facility who contacted the health system to request a patient transfer.
Caller 2 Phone – The phone number of an employee in the referring facility who contacted the health system to request a patient transfer. The extension appears if appropriate.
Case ID # – The unique identifier that has been assigned to the case.
Case Needs Review – The text Needs Review appears in the column if the case needs to be reviewed.
Case Source – The application that created the transfer case. Options are Referral IQ® or Transfer IQ®.
DOB– The date that the patient was born.
Dispatch Date/Time – The date and time that the transportation is sent to the referring facility to pick up the patient.
Disposition Reason – The reason that the patient was accepted or declined for admission.
Documents– A check mark indicates there are documents attached to the case.
Esc. Comm. Delay – An icon appears if the facility staff member with the escalation role has not returned the patient placement specialist's call within the time configured by the administrator. The icon clears from the Cases list when you select another communication status.
ETA – The estimated date and time that the patient is expected to arrive at the destination facility.
Facility Comm. Delay - An icon appears if the facility contact does not return a Patient Placement Specialist’s call within the time that the administrator has configured. The icon clears from the Cases list when you select another communication status.
Infection Prevention – The answer to the question: "Has the patient (or someone they have been in contact with) travelled outside of the U.S. within the last 21 days?" This field only appears for users in the U.S. A gray check appears for "Yes." Double dashes (--) appear for "No."
Infection Prevention – The answer to the question: "Has the patient (or someone they have been in contact with) travelled outside of the U.S. within the last 21 days?" This field only appears for users in the U.S. A check appears for "Yes." Double dashes (--) appear for "No."
Level of Care – The degree of care that the patient requires such as Critical, Acute, Intermediate.
MRN– The medical record number associated with the patient.
OFC – The Occipital Frontal Circumference is a measurement of the head circumference of newborn patients.
Organism – The name of an organism for the isolation type such as Methicillin-resistant Staphylococcus Aureus (MRSA) for Contact isolation type and Hepatitis A, Human Immunodeficiency Virus (HIV), Chicken Pox, Measles, Tuberculosis for Airborne isolation type.
PCP – Primary Care Physician. The physician who is responsible for managing the overall care of the patient and communicating with the specialist or specialists as needed.
PCP Phone Number – Primary Care Physician Phone. The phone number for the physician who is responsible for managing the overall care of the patient and communicating with the specialist or specialists as needed. The extension is included if it is entered in the Physician dictionary.
Patient Code Status – The procedures that can be performed on a patient if the heart stops or the lungs fail such as Do Not Resuscitate (DNR), Full Code.
Patient Directed To – The instructions given to transport staff as to where to bring the patient. For example, “Ambulance service instructed to bring the patient to the OR.”
Patient Height – The patient’s height.
Patient Home Address – The patient's home address.
Patient Type – The type of patient such as Inpatient, Outpatient, Observation.
Patient Weight (lbs/kgs) – The patient’s weight in the pounds followed by the weight in kilograms.
Payor(Only applies to US health systems.)– The name of the health insurance carriers that have responsibility to pay for the patient's care. Multiple payors are separated by commas.
Phys. Comm. Delay – An icon appears if the physician has not returned the patient placement specialist's call within the time configured by the administrator. The icon clears from the Cases list when you select another communication status.
Procedure – The medical procedure that the referring facility requests for the patient such as Blood Transfusion, Biopsy, Appendectomy.
Redirect Reason – The redirect reason for the preferred facility. If no preferred facility is documented this column will remain blank.
Referring Bed # – The identifier for the patient's bed in the facility requesting the transfer.
Referring Facility Notified Time – The date and time of day that the patient placement specialist communicated the patient's disposition to the referring facility.
Referring Facility Staff Notified – The name of the staff member at the referring facility who received the communication about the patient's disposition.
Referring Physician Phone – The phone number for the physician who requests the transfer for the patient. The extension is included if it is entered in the Physician dictionary.
Referring Service Offered – An indication that the facility requesting to transfer its patient provides the requested service line and service.
Return Agreement – An indication that the patient will return to the referring facility after treatment.
SSN– The social security identifier that is associated with the patient.
Symptoms Timer – The time that has elapsed from the date and time that the symptoms began.
Team– The name of the collection of users who specialize in a specific kind of transfer case.
Transport Arrangements – The person or company who coordinates transportation for the patient. This could be a service that is internal to your health system or external to your health system (a third-party transport arrangements service). The transport arrangements service locates and schedules an available transport company that can meet the requirements selected.
Transport Company– The vendor that provides transportation for the patient.
Transport Mode – The name of the transport service bringing the patient from the referring to the destination facility such as Medical Sedan, BLS Ambulance, Wheelchair Van.
Transport Request Status – The current status of the transport request such as Ready for Submission, Submitted, In Progress, Completed, or Cancelled.
Treatment– Actions taken to relieve or manage the patient's symptoms, disease, or condition. Multiple treatments are separated by commas.
Visit Number – The identifying number for the patient's visit to the destination facility.
Sorting the Cases List
Select a column heading to sort the list by the information in that column.
Cases with the same information appear in chronological order by case creation date and time, with the most recent date and time on top.
Click the column heading again to reverse the sorting order.
Example:
Selecting the Referring Facility column heading arranges the Cases list to display City Hospital before Health Alliance Clinic.
Clicking the Referring Facility column heading again reverses the order so that Health Alliance Clinic appears before City Hospital. Use the arrow to toggle between Ascending and Descending order.
Searching the Cases List
Select Access > Transfers to display the Cases list.
Select a column heading to search by.
In the search box below the heading, begin typing the text you want to find.
If the search box displays a drop-down list, select one of the options. Repeat the process to select more than one option.
The options in the drop-down list may display additional information that the administrator has configured to help you select the correct facility.
If [Blank] is one of the options in the drop-down list, you can select it to display cases that do not have a value in that column.
The Target Unit column drop-down list may display the unit's parent facility, city, and state.
The referring facility, preferred facility, and destination facility columns may display the city and state, corporations, divisions, markets, etc. (based on your system's configuration), as well as a hierarchy of the enterprise to which the facility belongs. Each level of the hierarchy is separated by a chevron (>) character. This helps ensure that you select the correct facility (e.g., "Mercy Hospital" in Cleveland, Ohio vs. Pittsburgh, Pennsylvania).
The Cases List refreshes to display only the cases containing the letters that you typed or the options you selected.
To see fewer transfer cases in the resulting list:
In text search fields, type more letters.
In search fields that display a drop-down list, select fewer options.
Search more than one column at a time.
To see more transfer cases in the resulting list:
In the search fields, type fewer letters.
In search fields that display a drop-down list, select more options.
Search fewer columns at the same time.
To stop searching a column of the list:
Delete all text in the search field or click on the X next to the search criteria you wish to remove.
Filter Using the Created Date Filter
While in the Cases Tab, select Active, Upcoming, or Completed.
Locate Created Date/Time Column.
Below the heading of the Create Date/Time column, hover over the “From” cell with your mouse to display the From and To fields.
To view the entire filter on one line, click and drag the right border line to the right to expand the column width, displaying both fields on the same line.
Select Date Range.
In the From field, click the Calendar icon on the right side to select a “From” date.
In the To field, click the Calendar icon on the right side to select a “To” date.
Once the Date Range has been populated, the displayed cases will match the selected dates.
To remove the Date Range, click the X button on the right side of the filter field, resetting the page and the filter fields.
Upcoming Tab Missing ETA Column - Issue
The Estimated Time of Arrival (ETA) value is important to the logic which makes transfer cases appear on Upcoming rather than Active tab. If the Estimated Time of Arrival (ETA) column is missing from the Upcoming Tab, follow these steps.
Solution
Add the ETA column to the Upcoming View using the column selector (Show/Hide).
If you have permissions select Save Default View.
Case Type Icons Missing in the Cases List - Issue
If Case Type Icons are not appearing in the Cases List, but instead are replaced by -- , try to follow these steps.
Navigate to Admin > Data > Dictionaries
Select the Case Type Dictionary
Find the Icon that is not appearing and select the edit button
Change anything in the Name or Color fields, save, and then revert back to the original
Navigate back to your Cases List and confirm the icon is now showing properly.
Cases List - Edit Cases List Columns
Management sets standards for what transfer case fields should be used for locating patients, or what fields staff may frequently need to see at a glance. Administrators can update the columns of the Cases List to meet the standards needed and save the default view to an organization’s desired configuration. This ensures that Patient Placement Specialists can efficiently locate information or transfer cases in the Cases List.
The ability to edit the columns of the Cases List exists on the Cases View.
How Editing the Cases List Columns Works
Functionality
The columns displayed on each of the Cases View tabs (Active, Upcoming, and Completed) can be uniquely configured.
Each time you sign in, the default columns appear on the Cases list, Referrals list or Transfers > Referrals list.
Columns can be added, removed, resized, or re-ordered.
Administrators can edit the Base Cases List provided by TeleTracking and save the changes as the Default View.
The Save Default View (x) button will update to list the currently selected tab in parenthesis and help Administrators to ensure that they are updating the correct Default View. For example, on the Active tab, the button will be labeled “Save Default View (Active Tab).”
Patient Placement Specialists can edit the Cases List but cannot save their changes. After they have signed out, upon signing in again, the default view will appear.
Changes can be reverted at any time.
You must select at least one column to appear on the list.
After adding columns, the columns that you added will appear at the far right of the list.
Defer to any standards set by your Health System before adjusting views
Add or Remove List Columns
Go to the Cases List and select either the Active, Upcoming, or Completed tab.
Select the Show/Hide Columns icon at the top right of the page to display the Show/Hide Columns dialog box.
The options in the list may appear differently depending on the role assigned to your account.
Select the boxes next to the names of columns that you want to appear on the list.
Select All will select all of the columns at once.
Clear the boxes next to the columns that you do not want to appear on the list by selecting them a second time.
Unselect All will clear the checkboxes for all of the columns at once.
Select Update to return to the updated list.
Resize Columns
Place your cursor on the border between two columns.
When the double-headed arrow appears, click and hold your mouse.
Drag the column border to the width that you want.
Release your mouse to apply the selected column width.
Re-Order Columns
Click and hold a column heading.
Drag and drop it in a different location on the list view.
Case Log
The Case Log is a history of communication events, notes, and issues that are related to the case. The Case Log tells the story of the transfer case. Entries in the Case Log allow you to capture information that the fields on the case tabs cannot accommodate. The Case Log is primarily used by the Patient Placement Specialist to document communications with notes and timestamps, as well as any issues experienced. The Case Log is crucial to ensuring accurate, coordinated, and compliant patient placement, while supporting quality improvement efforts and legal protection. Information in the Case Log can be important in fully documenting the reasons for the patient's disposition.
The Case Log appears on the right-hand side of the Transfer Case Screen.
How the Case Log Works
Functionality
The Case Log is visible regardless of which tab you are on within a case.
The Case Log is displayed in both Edit and View Mode.
If no Case Log entries have been made, “No events have been documented yet.” will appear in the Case Log with a blank screen.
Communication event notes are deleted in the associated communication card in the case's Communication tab.
It is only possible to edit the timestamp field of event entries.
To edit the Case Log, the transfer case must be open in edit mode.
Edit icons do not appear in the Case Log when the Transfer Case Screen is open in View Mode.
Multiple notes, issues, or events can be added to the Case Log.
Notes, issues, and events appear in chronological order by the time, with the most recent note, issue, or event appearing at the top.
Notes which are indented under communication events or issues appear in chronological order with the oldest note at the top.
The date/time of notes that are indented under communication events or issues cannot be changed.
When notes or issues are added, the user who added them is recorded in the Case Log as the author.
The author of notes or issues cannot be changed.
If the Case Log includes a substantial number of entries, a scroll bar will be displayed for easy navigation.
You can add multiple notes for a single communication event or issue.
Tags help in organizing and searching for specific types of information, such as clinical details or physician communications.
Tags can be added to notes or issues.
Multiple tags can be added to a single item in the Case Log.
If multiple tags are used, they will be separated by commas.
If a tag was associated with a note or issue, it appears at the bottom of the Case Log entry.
Tags are created via the Tag dictionary, so tags may be customized based on your health system.
The Case Log can also be filtered by entry type.
If you select the Notes box, the Case Log refreshes to display only the cards that are notes about the case.
If you select the Events box, the Case Log refreshes to display only the cards that are about Physician, Facility, Staff, or Escalation communication events.
If you select the Issues box, the Case Log refreshes to display only the cards that are about case issues.
Edit the Case Log
While a case is in edit mode, select the pencil icon in the top right corner of a case note, issue, or event.
The entry will appear with a blue margin and border and active fields.
Enter the necessary changes.
Use the Calendar button + Time to update the date/time on the log or click the Now button to update both fields to the current date/time.
Click Save.
Filter the Case Log
Select one or multiple of the Show boxes below the Case Log heading to display that type of entry.
Unselect the box to stop displaying that type of Case Log entry.
In the Show Tags field, begin typing the name of a tag and select one from the list that appears.
The Case Log refreshes to display only the cards that are associated with the tag that you selected. For example, if you type "family" in the Notes field, the Case Log will display only the cards that have "family" selected in their tag fields.
Remove a Tag filter by clicking the X next to it in the Show Tags field.
Delete Case Notes and Issues from the Case Log
Case Log Delay - Checklist
If Transfer IQ® appears to save a note but upon refresh the note is not on the case, follow this checklist to further investigate the issue.
Part 1 - Rule out the Basics
All-purpose troubleshooting steps to try to narrow down where the problem is.
The quickest way to fix an issue may be to close and relog into the application.
Review Refreshing your Login and Troubleshooting before proceeding.
Part 2 - Case Log Tabs
Ruling out issues with patients appearing on another tab.
Check the other Case Log Tabs:
Part 3 - Case Log Filters
Rule out issues with filters hiding results.
Remove the current filters to confirm the patient is not excluded from your current view.
Patient might have a filter activated on which will prevent the patient from showing on the user's current view.
Patient might need to add or remove a filter.
Part 4 - Check for Outages
Check the Status Page for any open issues.
Part 5 - Case Log
If a coworker is also entering notes for the same case, you will have problems trying to enter notes. Check with coworkers or close out and wait a moment before trying again.
Check if you are able to enter a single note.
If your issue remains unresolved, Open up a ticket with TeleTracking® support. We will normally ask for the below information when troubleshooting these issues:
Delay with case data entry (for example, requires multiple saves or refreshes to successfully enter information) or case saving
Multiple notes vs single note
All cases have this problem
Date/Time when this issue began
Delay in minutes
Any errors when typing or saving the case
Date/Time the issue occurred
Steps to replicate the issue
Whether it's all users or just some users.
Case Log - Events
Events are the actions that the Patient Placement Specialist performed during communications with physicians, facilities, staff, and managers to whom specialists escalated decisions about a transfer case. Documenting communication events regarding a transfer case is essential for maintaining continuity and quality of care, ensuring regulatory compliance, protecting legal interests, supporting quality improvement, and enhancing overall efficiency and patient safety.
Events appear in the Case Log.
How Events Work
Functionality
Events are logged automatically in the Case Log when an icon has been selected in the Target Physician Communication, Target Facility Communication, or Escalation sections of the transfer case's Communication tab.
Events are displayed with associated status icon based on the specific communication event that occurred, including the Contacted icon, the Call Returned icon, the Admitting icon, the Accepted icon, or various other status icons.
The icons for events on the communication cards match the icons in the Case Log.
Descriptions of the Events in the Case Log will appear next to the status icon.
Event Descriptions can include:
Staff Names
Physician Names
Associated Facilities
Events appear in chronological order by the time, with the most recent event appearing at the top.
Multiple Notes can be added to an Event.
Notes appear indented below the Event in chronological order with the most recent note appearing at the bottom.
Communication event notes are deleted in the associated communication card in the case's Communication tab.
The timestamp of an Event can be edited.
The date/time when the Patient Placement Specialist clicks the communication icon in the Communication tab is used for the Event timestamp.
When updating the time, the hour and minutes must be entered using two digits for each. For example, enter "01" for the first hour of the day and "06" for the sixth minute of the hour. If you are using a 12-hour time format, follow the time with "am" or "pm" such as "106pm" for 1:06 pm.
When your cursor moves to the next field, the colon is automatically inserted in the format configured for your health system.
After editing an event in the Case Log, other users who open the case at the same time that you have it open will be able to see your updates.
Case Log - Issues
Issues are problems that occur related to a transfer case in general. Issues are documented by Patient Placement Specialists. Directors, Managers, and Escalations resources will be asked to help resolve problems tied to patient placement. Documenting issues is vital for ensuring effective problem resolution, accountability, clear communication, regulatory compliance, quality improvement, legal protection, staff training, and efficient problem-solving.
Issues appear in the Case Log of a Transfer Case Screen.
How Issues Work
Functionality
Issues can be entered, deleted, or updated at any time during the creation or editing of the transfer case.
Multiple issues can be added to the Case Log.
If multiple Issues have been added to the Case Log, the most recently created will appear at the top.
The timestamp, text, and tags of an Issue entry can be edited.
When an issue is created, the current date/time is used for the timestamp.
When updating the time, the hour and minutes must be entered using two digits for each. For example, enter "01" for the first hour of the day and "06" for the sixth minute of the hour. If you are using a 12-hour time format, follow the time with "am" or "pm" such as "106pm" for 1:06 pm.
When your cursor moves to the next field, the colon is automatically inserted in the format configured for your health system.
Issues appear in chronological order by the time, with the most issue appearing at the top.
When an issue has been fixed, it can be marked as resolved.
If an issue needs to be revisited or has been marked as resolved erroneously, it can be unresolved.
The user who marked an issue as resolved or unresolved is recorded in the Case Log.
An issue icon appears next to Issues in the Case Log.
After editing an issue in the Case Log, other users who open the case at the same time that you have it open will be able to see your updates.
Multiple tags can be added to issues.
If a tag was associated with an issue, it appears at the bottom of the issue in the Case Log.
When issues are added, the user who added them is recorded in the Case Log as the author.
The author of the issue is displayed next to the Issue icon.
The author cannot be edited.
Multiple Notes can be added to an Issue.
Notes appear indented below the issue in chronological order with the most recent note appearing at the bottom.
Mark Issues as Resolved/Unresolved
While a case is in edit mode, select Mark Resolved in the bottom right corner of an issue to indicate there is no longer an issue.
A checked box icon appears next to the name of the user who selected Mark Resolved.
Add a note to the issue to explain how the issue was resolved if desired.
Change the issue back to an unresolved state by selecting Unresolve.
Add an Issue to the Case Log
Select Access > Transfers to display the Cases list.
Select Start New Case or select the Edit icon to open an existing case in a new browser tab and to display the Case Log pane below the Caller Information to the right of the Case details page.
Select Add an Issue at the top-right of the Case Log to add an issue.
Update the date/time, if necessary, by using the Calendar button + Time or clicking the Now button to update both fields to the current date/time.
Enter the desired issue description in the text field that appears.
Add the desired tags.
Remove a Tag by clicking the X next to the Tag.
Click Save.
Case Log - Notes
Notes provide additional information about events, issues, or the case in general. Patient Placement Specialists can enter case notes at any time during the creation or editing of the transfer case. Notes are especially useful during conference calls between the referring and consulting physicians and during calls with the referring facility staff members. Documenting notes is vital for ensuring a smooth, accurate, and efficient transfer process. It supports continuity of care, legal and regulatory compliance, quality improvement, accountability, and overall patient safety.
Notes appear with the note icon in the Case Log.
How Case Notes Work
Functionality
Notes can apply to the case in general or to specific communication events and issues that appear in the Case Log.
Notes are limited to 3000 characters. As you type a note, the number of characters remaining updates below the text box.
Multiple notes can be added to the Case Log.
Notes appear in chronological order by the time, with the most recent note appearing at the top.
Notes which are indented under communication events or issues appear in chronological order with the oldest note at the top.
The date/time of notes that are indented under communication events or issues cannot be changed.
When notes are added, the user who added them is recorded in the Case Log as the author.
The author of notes cannot be changed.
When creating a note, the date and time that the Add a Note button was selected will be used by default.
Clicking the Now button will update the time to the current time.
Note timestamps can be edited.
If a user changes a note's text, the Edited by bar appears below the note and displays the names of the editors.
When expanded the Edited by section displays the editors' names and the full text of the notes that they saved in reverse chronological order with the current note at the top and the original note at the bottom of the list.
Notes that are too long to display on one line are followed by an ellipsis (...) in the Edited by section.
Hold your mouse over the ellipsis to see the full text of the note in a pop-up tooltip.
After editing a note in the Case Log, other users who open the case at the same time that you have it open will be able to see your updates.
Notes added to events or issues appear indented under the communication event or issue in the Case Log.
You can add multiple notes for a single communication event or issue.
Multiple tags can be added to events, notes, or issues.
If a tag was associated with the note, it appears at the bottom of the note.
Add a Note to the Case Log
Select Access > Transfers to display the Cases list.
Select Start New Case or select the Edit icon to open an existing case in a new browser tab and to display the Case Log pane below the Caller Information to the right of the Case details page.
Select Add a Note at the top-right of the Case Log to add a note to the Case Log.
Update the date/time, if necessary, by using the Calendar button + Time or clicking the Now button to update both fields to the current date/time.
Enter the desired note text in the text field that appears.
Add the desired tags.
Remove a Tag by clicking the X next to the Tag.
Click Save.
Case Save Button
When documenting a patient's case record, Patient Placement Specialists can use the Case Save button to save their changes.
The Case Save Button appears in the top-right corner of the Transfer Case Screen.
How the Case Save Button Works
Functionality
The Case Save Button is only visible when the transfer case has been opened in Edit Mode.
The Case Save Button is only enabled when changes are made on the Transfer Case Screen.
If no edits are made on the Patient tab, the Outcome tab, or the Case Header; the Save button will appear greyed-out and will be disabled, indicating that no save is necessary.
Only changes made to information on the Patient tab, the Outcome tab, and the Case Header require saving via the Case Save Button.
When the Case Save Button is disabled, the drop-down to the right of the Case Save Button provides the abilities to close, print, and complete a case.
When the Case Save Button is enabled, the drop-down to the right of the Case Save Button provides the abilities to save and close, print and close, and complete a case.
Case Teams
The Case Teams feature was created to help Patient Placement Specialists better manage and group patients they are working on. Organizations can define and manage specialized teams within the transfer center based on services, geography, or other relevant dimensions. This feature can be especially helpful for customers that have multiple command centers spanning different markets/divisions in a variety of geographical locations. Assigning a Case Team to a transfer case allows Patient Placement Specialists to easily focus on cases specific to their team.
Case Teams appear under the Team column of the Cases List, as dictionary items in the Teams dictionary, under the Team Settings section of the User Profile, and in the Case Header on the Transfer Case Screen.
How Case Teams Work
Functionality
Individual Patient Placement Specialists can set a default team on their profile, and the system automatically populates the "Team" field based on this default setting when creating a case.
The patient placement specialist’s default case team is automatically assigned upon referral import to the Cases List.
The Team value assigned to a transfer case can be updated from the Transfer Case Screen in Edit Mode.
Case Teams will need to be reapplied to the Transfer Case when imported from a Referral.
Transfer cases can be sorted and filtered based on the assigned team, allowing Patient Placement Specialists and administrators to focus on specific subsets of transfers handled by specialized teams.
Organizations can configure teams based on their specific operating model, ensuring flexibility in sorting and filtering based on different dimensions.
Data related to specific teams can be integrated into reporting tools, allowing for analysis and performance assessment at a granular level.
Organizations can define and track metrics relevant to each specialized team, ensuring that reporting aligns with their unique goals and priorities.
Organizations can manage teams through a dictionary, ensuring easy configuration and updates as operational needs evolve
Administrators at the customer organization can create and maintain a team dictionary.
Individual users are restricted from inputting arbitrary values for teams.
Individual users can select a team from the predefined list for that specific case.
Individual users can sort and filter the grid by team, allowing them to focus on cases relevant to their assigned or preferred team.
Individual users and the transfer center can use this field to identify the team that is currently responsible for a transfer case.
Only one default team can be assigned at a time.
Transfer Center leadership can generate reports within the Data IQ® tool to analyze how different transfer case teams are being utilized.
The reporting functionality can also help identify cases that are being passed between multiple teams multiple times.
Case Teams data is available in Standard and Fast lane.
Case Teams is available in the IQ Case data source, including the following data points:
Initial_Team - Initial value set for the Case Team in the transfer case.
Current_Team - Latest value set for the Case Team in the transfer case.
There is an interactive report available located at:
Standard Content > Interactive Reports > Access > TCIQ > Transfer Center Case Teams
Large transfer centers can divide their active cases by the geographic area of the referring or target facility by filtering the active cases list by facility.
They could configure regional "Teams" if they divide work in the transfer center differently from their Enterprise Structure or if they need to assign a case to a regional team before referring or target facilities have been selected on the case.
Regardless of how an organization configures teams, a case can only be associated with one team at a time.
Assigning a case to multiple teams would make it hard for those teams to know which team needs to "own" the case, which is why it is not currently allowed
When a transfer case is created a team will be automatically assigned if the user creating the case has a Case Team selected on their profile.
A team does not have to be assigned to a transfer case.
A default team does not have to be assigned to a user profile.
Teams can be changed at any time on transfer cases
Teams can be changed at any time for user profiles
Utilize the Team Column to streamline workflow.
Examples of teams are Behavioral Health, Acute Medical, Eastern, Central, Western.
Adding a Team to the Dictionary
Go to Admin > Data > Dictionaries.
Select Team from the dictionaries drop-down.
Click +Add Entry
Enter a new Team name.
Click Add Entry
You will get a success message after the entry has been added.
Your team will now be displayed in the dictionary.
Assign Yourself to a Case Team
Users can assign themselves to a case team or change their team assignment at any time.
After signing in, select your name in the top right.
In the Team Settings section > Default Team, begin typing the name of select the team you want to be assigned to and select it from the list that appears.
Select Save to save the changes to your profile.
Filtering the Cases List with Teams
Go to the Cases List.
Locate the Team Column.
If it doesn’t appear, ensure that the Team column has been added.
Click into the text box under the Team column header and begin typing the name of the Team to search for.
Select the Case Team from the list that appears.
You can select multiple teams or just one team
All results will only show cases assigned to those teams.
Click the X next to a selected Case Team to remove the filter.
If multiple Case Team filters are in place, they will need to be removed individually.
Case Types
Case Types are descriptions of the type of transfer cases that could exist in the system. The Case Type dictionary is managed by Administrators. Case Types are assigned to transfer cases by Patient Placement Specialists. Understanding and managing case types efficiently helps in optimizing patient flow, improving outcomes, and ensuring a seamless and effective transfer process.
Case Types appear in the Case Type column of the Cases List, in the Referring Information section of the Patient tab, and as dictionary items in the Case Type dictionary.
How Case Types Work
Functionality
Examples of Case Types include Emergent, Direct Admit, Urgent, and Elective.
Case Types can be assigned to transfer cases.
The assignment can be updated at any time by editing the transfer case.
Color codes can be applied to case types by system administrators, helping to quickly identify case types when viewing the Cases List.
For instance, Purple might represent Emergent Cases and Yellow might represent a Direct Admit Case.
There are a specific number of standard colors to select from in the system, but not all case types need a color associated with them.
Case Type Colors can be: None, Blue, Purple, Green, Red, Yellow, or Dark Gray.
The Case Type column of the Cases List can be filtered for easy location of transfer cases.
Add Case Types to the Dictionary
Go to Admin > Data > Dictionaries
Select Case Type from the dictionary drop-down.
Click +Add Entry.
Enter the Name of the Case Type.
Select a background color from the Color drop-down list.
The name of the Case Type will appear on the Cases list with the color background that you select.
Cases View
The Cases View is the default view of the Transfer IQ® application. The Cases View is used by both Administrators and Patient Placement Specialists. The Cases View is mainly used to view and configure the Cases List, create new transfer cases, and access transfer cases.
The Cases View is under Access > Transfers.
How the Cases View Works
Functionality
The Cases View allows Patient Placement Specialists to:
Create a new transfer case
Access and temporarily configure the display of the Cases List
The Transfer Case Screen opens in a new browser tab.
Filter and search the Cases List
Access the Active, Upcoming, and Completed tabs
Access the Referrals View if integrated with Referral IQ®.
The Cases View is the page from which Administrators can save Default Views.
The bottom-right corner of the Cases View provides the ability to select the number of transfer cases displayed in the Cases List and navigate to the previous and next page of transfer case records.
The bottom-left corner of the Cases View displays the date and time that the Cases List was last updated.
Check for Existing Patient
The Check for Existing Patient button will search for a patient's demographic information using the Master Patient Index (MPI). The Check for Existing Patient button helps expedite the process of populating patient information. Instead of asking for and populating all of a patient’s information manually, Patient Placement Specialists belonging to an organization utilizing a system integrated with Capacity IQ® can locate and auto-populate existing patient information. This feature is useful when Patient Placement Specialists are creating new transfer cases.
The Check for Existing Patient button appears in the Basic Information section of the Patient Tab.
How Check for Existing Patient Works
Functionality
The Check for Existing Patient button is available if your system is integrated with Capacity IQ®. In addition, Capacity IQ® must be configured to perform a Master Patient Index search across multiple instances.
If your health system is integrated with multiple instances of Capacity IQ®, the Check for Existing Patient button does not appear.
In order for the Transfer IQ® application to link the correct PreAdmit that exists in Capacity IQ® PreAdmit, you need to ensure a unique patient identifier for the patient is secured. Examples of a unique identifier would be a Medical Record Number (MRN).
When using the MRN, it will use that information to search the Master Patient Index (MPI). The MRN will give you the most accurate information. If using the name, ensure that the name is spelled correctly. This method will bring up all matches for that name.
If the search finds something, it will display in the Existing Patients pop-up window. Keep in mind, this search will not search specific visit information. The purpose of this search is to secure a unique identifier, as well as to eliminate additional data entry keystrokes for the Patient Placement Specialist.
If matching information appears, the Use This Patient button on the right of the pop-up window allows you to use this patient information.
The Check for Existing Patient button is disabled until information has been entered.
The MPI is a list of patients that have previously presented to the health system and are recorded in the Master Patient Repository.
If the patient has never been to the health system, the user will not find the patient in this search. Once the patient is registered in the ADT, they will be added to the Master Patient Index.
The following demographic fields should be filled out at a minimum when searching the MPI:
Patient First Name, Patient Last Name, SSN (full number), MRN (full number)
Once the patient has a PreAdmit status and a bed request for the patient has a Requested status, the Check for Existing Patient button becomes inactive and you can no longer perform the search.
The search results include the following information for the matching patients:
Patient Name, Age/Gender, DOB, SSN, MRN, Address (City and State), Facility, and Capacity IQ® Instance of the patient
You can filter the search results by the columns that have search fields below the column headings by typing the text for your filter criteria in the search field.
Master Patient Index Search
Enter as much information as possible in the Patient Details and Patient Identifiers sections.
Select the Check for Existing Patient button to search the Master Patient Index in Capacity IQ® for a patient with the same demographic information provided.
Once results are found you’ll see all patients who match the Patient Detail and Patient Identifier information that you entered in the case.
Select Collapse All/Expand All to show or hide address information.
To choose and update your patient, select Use This Patient.
All of the remaining fields will auto update.
If you do not find what you are looking for select Cancel to dismiss the results.
Communication Cards
Communication cards are used by Patient Placement Specialists to easily document communication events related to physicians, facilities, staff members, and escalations. Cards help to organize communications that have taken place and to view logs of Communication History per physician, facility, staff member, or escalation.
Communication Cards appear in each section of the Communication tab.
How Communication Cards Work
Functionality
Communication Cards can be created for multiple physicians, facilities, staff members, and escalations
Disposition buttons appear on each communication card allowing Patient Placement Specialists to document when the following communication events occur:
Contacted, Conferenced, Call Returned, Cancelled, Consulted, Accepted, Admitting, Redirected, Declined, Resolved, and Unresolved
The most recently selected Disposition button appears in color, while the rest are greyed out.
All Disposition buttons will be greyed out by default upon adding a communication card.
The name of the Physician, Facility, Staff member, or Escalation role and staff member that a communication card was created for appears in the top center of the card.
More details about the target of the communication may appear below the name, such as Preferred Facility, Destination Facility, or the name of the current case physician/staff member and the current case facility for escalation.
An i icon appears next to the name, selecting it will display an information screen with more details about the Physician, Facility, Staff member, or Escalation role.
If notes are entered about the about the Physician, Facility, Staff, or Escalation role, a note icon will appear to alert the Patient Placement Specialist that they are available to be viewed on the information screen.
Multiple communication events can be entered per card by clicking on the disposition buttons that appear.
As you add communication events, entries appear in the Case Log and Communication history displaying a history of your process.
Communication History can be viewed or hidden from the Communication Card.
Communication Cards can be deleted.
When a card is deleted, all events related to it will also be deleted.
The Communication History and Case Log entries will also be removed.
Ensure to defer to your Health Systems policy on removing communications.
When adding a card for communications with a physician, the National Provider Index (NPI) Search feature can be utilized.
Communication Cards can only be accessed when the Transfer Case Screen is open in Edit Mode.
Delete Communications
Go to the transfer case's Communication tab.
In the Target Physician Communication, Target Facility Communication, Target Staff Communication, or Escalation sections select the X in the top right corner of the communication card.
If there are events that were documented related to that communication card, a confirmation will appear displaying the number of communication events that will be deleted with the card.
Confirm the deletion.
Example:
Patient Placement Specialist Judy begins typing "Han" in Physician Name. From the list that appears Judy mistakenly selects Dr. Hanfeld when she meant to select Dr. Hanfield. She selects Add and Dr Hanfeld's row appears in the Physician Communication section. At that point Judy realizes her mistake. She selects the X in the top right corner of Dr. Hanfeld's row to delete the physician communication. Dr. Hanfeld's row no longer appears in the Physician Communication section and no communication details are available for Dr. Hanfeld.
Adding a Communication Card
Go to the transfer case's Communication tab.
Type the name of the physician, facility, staff, or role into the text field in the appropriate section.
If the physician’s name doesn't appear, use the NPI search link.
Select the desired value from the drop-down list that appears.
Click the Add button.
Communication History
Communication History displays a list of the communication events that have occurred. Communication History is primarily used by the Patient Placement Specialist to review a log of communication events. Communication history is vital for precise and coordinated patient placement, enhances quality improvement efforts, and ensures legal protection.
Communication History appears on the Communication tab.
How Communication History Works
Functionality
You can see a history of the communications with an individual physician, staff, facility, or escalation role.
Communication History is visible in both Edit and view Only Mode.
The Show History drop-down appears at the bottom-right of each communication card that has been added and can be selected to view the Communication History.
Communication History can be shown or hidden.
The Show History button changes to the Hide History button when it has been selected.
Communication events appear in the Communication History listed with the most recent at the top.
Communication History cannot be edited.
When a card is deleted, the communication history is also removed.
Items in the Communication History list can appear in two lines depending on the communication that took place.
Items in the Communication History list will contain at least the communication that occurred (Contacted, Call Returned, Consulted, Accepted, Redirected, Admitted, Declined, Resolved, and Unresolved) along with the date and time when the event occurred.
When a Patient Placement Specialist selects an event and is prompted for more information, that information will appear in a second line. For example, the Facility where a patient was accepted, the mode of contact used to contact a facility, or a disposition reason will be displayed in the Communication History list.
In View Only Mode:
Each communication appears in its own section and is sorted by the date and time in the Latest Communication Status field.
The communication with the most recent date and time appears at the top of the list and is labeled communication 1.
In this way, communication 2 is the label for a communication that happened before communication 1.
The name of the Physician, Facility, Staff member, or Escalation role will appear for each communication card.
An i icon appears next to the name, selecting it will display an information screen with more details about the Physician, Facility, Staff member, or Escalation role.
If notes are entered about the about the Physician, Facility, Staff, or Escalation role, a note icon will appear to alert the Patient Placement Specialist that they are available to be viewed on the information screen.
Communications with Staff or Physician will include a line detailing what their position is before the Latest Communication Status is listed.
When a Patient Placement Specialist selects an event and is prompted for more information, that information will appear in another line. For example, the Facility where a patient was accepted, the mode of contact used to contact a facility, or a disposition reason will be displayed in the Communication History list.
View Communication History in Edit Mode
Go to the Communication Tab of a transfer case in edit mode.
Within a Physician, Facility, Staff, or Escalation card, select Show History in the lower right corner of the card to expand the log.
Show History updates to Hide History and the log is displayed.
Click Hide History to collapse the log.
View Communication History in View Only Mode
Navigate to the Communication Tab.
Within each section ensure an event is logged, if there is one, you will see two fields populated:
Notice Latest Communication Status is populated with the most recent event.
Notice the Communication Log contains the same list as Edit mode does.
Communication Tab
The Communication Tab helps document interactions with various parties involved in the patient case. The Communication tab allows Patient Placement Specialists to document and see information about communications with physicians, staff, or facilities contacted, as well as escalations. The information on the Communication tab is crucial for ensuring accurate coordination, accountability, and continuity of care, while also supporting quality improvement and protecting against potential legal issues.
The Communication tab appears on the Transfer Case Screen.
How the Communication Tab Works
Functionality
The information that is captured in the Communication section can also be used to analyze the following:
Number of times that you contacted physicians or facilities and the time that elapsed until they returned your calls
The time that elapsed between contacting the physicians and the three-way conference call
The physician's or facility's final dispositions regarding the transfer cases
The dates and times that a communication took place
The reasons for declining dispositions
The number of escalations for specific physicians and facilities
The number of resolved escalations for specific physicians and facilities
The most recent communication event.
The following types of communications are available and appear in collapsible sections on the Communication tab:
Target Physician Communication - Information about the physicians that the Patient Placement Specialist contacts to conference about, consult about, and accept the patient
Target Facility Communication - Information about the facilities that the Patient Placement Specialist contacts to accept the patient, which could be within or outside the health system
Target Staff Communication - Information about the staff members that the Patient Placement Specialist contacts to conference about, consult about, and accept the patient
Escalations - Information about people contacted to assist in the facilitation of a patient transfer including any escalation communications needed during the case process
A communication card can be added for a Physician, Facility, Staff, or Escalation in order to document communication events associated with them.
Communication Cards can be created for multiple physicians, facilities, staff members, and escalations.
The latest status icons in the Communication tab appear in color, making it easy to scan the Communication page and see the current state of the case and the next step that you need to take for that particular transfer case to progress.
As you add communication events, entries appear in the Case Log and Communication history displaying a history of your process.
Communication History can be viewed or hidden from the Communication Card.
Cards can be deleted.
When a card is deleted, all events related to it will also be deleted.
The Communication History and Case Log entries will also be removed.
Ensure to defer to your Health Systems policy on removing communications.
The information displayed on the Communication tab is the same in Edit and View Only mode, although the information is formatted slightly differently.
Multiple communication events can be entered per card by clicking on the disposition buttons that appear.
Communication Tab - Target Physician Communications
The main purpose of the Target Physician Communication section is to track multiple stages of communication to/from physicians. The Target Physician Communication section allows Patient Placement Specialists to document the process of finding a physician from your health system who will admit the patient.
The Target Physician Communication is the first section within the Communication tab.
How the Target Physician Communication Section Works
Functionality
The Physician Communication section of the transfer case allows you to see at a glance:
The physicians whom you contacted
How many times you contacted a physician
The most recent communication events
Dates and times that events were entered
The information that is captured in the Physician Communication section can also be used to analyze the following:
Number of times that you contact physicians and the time that elapses until they return your calls.
The time that elapses between contacting the physicians and the three-way conference call.
The physician's final dispositions regarding the transfer cases.
The reasons for declining dispositions.
The latest status icons in the Physician Communication section appear in color, making it easy to scan the Communication page and see the current state of the case and the next step that you need to take for that particular transfer case to progress.
Physician Communication cards can be added or removed by clicking the X in the top-right corner of the card.
These cards contain disposition buttons that can be used to document communication events.
As you add communication events, the name and date/time that you selected a disposition button appears in the Case Log, the case print, and Communication history.
There is no way to remove the physician communication under the case log.
The only way to remove it would be to delete the physician card from the Communication tab. However, this will remove every case log associated with that physician.
The disposition buttons available on Physician Communication Cards include:
Contacted
Select this each time you call/leave a message/talk to a physician.
A number appears next to the icon indicating the number of times that you have contacted the physician.
Call Returned
Select this stage when you’ve received a call back from a physician that was contacted.
Conferenced
Select this when speaking with multiple physicians.
Example:
A patient is referred to City Hospital from a nursing home for a skin infection. The On-call physician for the medical service, Dr. Jones, wants to know more about the infection before he agrees to become the Admitting physician. As the Patient Placement Specialist, you arrange for a conference call between you, Dr. Jones, and the patient's referring physician from the nursing home. You add Dr. Jones to the Physician Communication section of the transfer case and select the Conferenced icon when the call begins. During the call, you make notes about the parties involved and the discussion. After the referring physician explains the patient's condition, Dr. Jones decides that City Hospital has the training and equipment to handle the patient's isolation needs. Dr. Jones admits the patient.
Cancelled
Select this when needing to end communication with a physician.
You can associate a maximum of five cancellations with the physician.
Example:
Patient Placement Specialist Judy adds Dr. Green to the Target Physician Communication section and selects the Contacted icon while dialing the phone. The physician's phone answers with a message indicating that Dr. Green is on vacation. Judy selects the Cancelled icon to indicate that she is no longer considering Dr. Green to be the accepting or consulting physician. By selecting the Cancelled icon, Judy records the time that she spent attempting to contact Dr. Green even though she cannot finish the communication process. The times and date of the attempted contact appear in Dr. Green's communication details and in any reports about the case. Another example is if Judy has contacted more than one physician at the same time. When one physician calls back to admit the patient, Judy cancels the other physicians.
Consulted
Select this when gathering more information from the physician about the patient.
You’ll be asked to populate one or multiple facilities associated with the consultation.
You can associate a maximum of five consulted facilities with a physician.
Example:
A patient is referred from a small clinic to a hospital for a heart attack. The patient's clinical notes reveal that the patient also has had head trauma in the past month. The On-call physician for the Cardiology service asks you to find out more about the patient's head trauma from the referring physician or the ED physician who has seen the patient. You add Dr. Smith, the ED physician, to the Target Physician Communications. You select Consulted for Dr. Smith when you talk to him in order to gather the information that the On-call physician for Cardiology needs.
Accepted
Use this option when a physician agrees to accept the patient.
A physician can be Accepted or Admitting or both.
If the specialist selects both Admitting and Accepted for the same physician, only the Admitting icon appears colored on the physician's communication card. However, both statuses appear in the physician's expanded communication history and in the Case Log.
You can associate a maximum of five accepted facilities with a physician.
The Accepted physician information is sent to Referral IQ® and Capacity IQ® when a bed request is submitted or when the transfer case is saved if those applications are integrated with the Transfer IQ® application.
Admitting
Select this option when the physician agrees to admit the patient into the facility.
Each case can have only one Admitting physician.
You can associate a maximum of five admitting facilities with a physician.
The Admitting physician information is sent to Referral IQ® and Capacity IQ® when a bed request is submitted or when the transfer case is saved if those applications are integrated with the Transfer IQ® application.
If the case was imported from a referral that indicated an Admitting Physician, that physician's information automatically appears in the case's Communication tab and on the Cases list > Accepting Details section as the Accepting Physician.
Declined
Use this option when a patient is declined.
You can associate a maximum of five declining facilities with a physician.
After selecting a physician, you can select the i icon that appears next to the Physician Name field to display information about the physician.
The information screen displays the physician's Clinical Specialties (taxonomies), Primary, Secondary, and Tertiary Contact Information, Address, and Physician Notes.
When adding a card for communications with a physician, the National Provider Index (NPI) Search feature can be utilized.
If multiple cards are added, the most recent will appear at the top.
Enter Target Physician Communication
Go to the case's Communication tab to display the Target Physician Communication section.
In Physician Name begin typing the name of the physician that you want to contact and select the name from the list that appears.
If the application is in integrated mode, the list only displays physicians from Capacity IQ®.
The drop-down list displays the physician's name, city, and state.
If your health system is in the United States and is integrated with the National Provider Identifier (NPI) Registry, the physician's primary taxonomy appears before their city and state in the selection list.
Search for a new physician — If the name of the physician that you typed does not appear in the resulting drop-down list, then the physician does not exist in your health system’s Physician dictionary.
The physician should be manually added to the dictionary or located and added to the dictionary via an NPI search.
Click Add.
Communication Tab - Target Facility Communications
The main purpose of the Target Facility Communication section of the case's Communication tab is to allow Patient Placement Specialists to track multiple stages of communication to/from Facilities. Entering facility communication allows you to track where you are in the process of finding a facility to accept your patient. Tracking the process of finding a facility is vital for ensuring effective, efficient, and compassionate care for patients during transfers. Each of these aspects plays a crucial role in the overall healthcare system, influencing both immediate patient experiences and long-term outcomes.
Target Facility Communication is the second section within the Communication tab.
How the Target Facility Communication Section Works
Functionality
As you add communication events, the name and date/time that you selected a disposition button appears in the Case Log, the case print, and Communication history.
There is no way to remove the facility communication under the case log.
The only way to remove it would be to delete the facility card from the Communication tab. However, this will remove every case log associated with that facility.
Each card has various data points that track stages of communication.
Facilities marked Preferred or Destination Facilities in the Patient Tab automatically appear on the Communication tab with the label Preferred or Destination below the facility name.
If the same facility is both the preferred and destination facility, both labels appear below the facility name on the card.
You can indicate which facility you originally preferred on the Patient tab.
Sometimes specialists prefer to determine if a facility has room availability and will accept a patient before calling physicians to see if one will write an admission order.
As you make selections in the Target Facility Communication section, notes appear in the Case Log to create a history of your process. The information that is captured can help you analyze which facilities accept your patients.
You can use the Information (i) Icon to find more information about a facility.
The information window displays the facility's Address, Phone, Current Date/Time with time zone, Facility Category, Enterprise in hierarchy format, Facility Notes, and Available Service Lines. If your health system is integrated with multiple instances of Capacity IQ® and the facility is defined in Capacity IQ®, then the CMS Instance name also appears.
The information window also allows you to add or edit Facility Notes as described in Enter Physician and Facility Notes.
The most recent facility will appear at the top.
When adding a new facility card, a drop-down list displays the name, city, and state of the facilities configured in the Facility dictionary.
Facility Communication cards can be removed by clicking the X in the top-right corner of the card.
These cards contain disposition buttons that can be used to document communication events.
The disposition buttons available on Facility Communication Cards include:
Contacted
Select this each time you call/leave a message/talk to a physician or staff member at a facility.
A number appears next to the icon indicating the number of times that you have contacted the facility.
Call Returned
Select this stage when you’ve received a call back from a facility that was contacted.
Cancelled
Select this when needing to end communication with a facility.
Consulted
Select the Consulted icon when you contact the facility to ask a question or to get additional information.
Accepted
Use this option when a facility agrees to accept the patient.
Redirected
Select the Redirected icon when the facility redirects the case to another facility of unspecified name.
Declined
Use this option when a patient is declined by the facility.
Add a Facility Card
Begin by typing the name of a facility in the Facility Name field.
Select a facility from the list that appears.
Select Add to display that facility card.
Troubleshooting Target Facilities
If you are unable to add a facility to the facility name under Communication > Target Facility Communication, try the following.
Solution
Confirm that the facility is listed in Facility Dictionary (Admin > Data > Dictionaries).
Verify that the Target checkbox is checked
If target is not checked for this facility, it will not be an option for Target Facility Communication
Edit the facility to include Target
Note: If you do not have the permissions to check or made these changes, reach out to an admin for assistance.
Communication Tab - Target Staff Communication
The Target Staff Communication section allows Patient Placement Specialists to document communications with physicians and staff that are not in the National Provider Index (NPI) for a more complete and accurate transfer case. Documenting target staff communications can ensure accurate and comprehensive patient information, maintain clear records for accountability, facilitate smooth transitions of care, address any concerns or questions that may arise, and improve overall coordination among healthcare providers for better patient outcomes.
The Target Staff Communicaton section is the third section within the Communication tab.
How Target Staff Communication Section Works
Functionality
The Target Staff Communication section of the transfer case allows you to see at a glance:
The staff whom you contacted
How many times you contacted a staff member
The most recent communication events
Dates and times that events were entered
The information that is captured in the Target Staff Communication section can also be used to analyze the following:
Number of times that you contact staff and the time that elapses until they return your calls.
The time that elapses between contacting the staff and the three-way conference call.
The staff’s final dispositions regarding the transfer cases.
The reasons for declining dispositions.
The latest status icons in the Target Staff Communication section appear in color, making it easy to scan the Communication page and see the current state of the case and the next step that you need to take for that particular transfer case to progress.
Target Staff Communication cards can be removed by clicking the X in the top-right corner of the card.
Multiple Target Staff Communication cards can be added.
These cards contain disposition buttons that can be used to document communication events.
If multiple cards are added, the most recent will appear at the top.
As you add communication events, entries appear in the Case Log and Communication history displaying a history of your process.
There is no way to remove the Target Staff Communication under the case log.
The only way to remove it would be to delete the Target Staff Communication card from the Communication tab. However, this will remove every case log associated with that staff member.
The disposition buttons available on Target Staff Communication Cards include:
Contacted
Select this each time you call, leave a message, or talk to a staff member or physician.
A number appears next to the icon indicating the number of times that you have contacted the staff member.
Call Returned
Select this stage when you’ve received a call back from a staff member or physician that was contacted.
Conferenced
Select this when speaking with multiple staff members or physicians.
Example:
A patient is referred to City Hospital from a nursing home for a skin infection. The On-call physician for the medical service, Dr. Jones, wants to know more about the infection before he agrees to become the Admitting physician. As the Patient Placement Specialist, you arrange for a conference call between you, Dr. Jones, and the patient's referring physician from the nursing home. You add Dr. Jones to the Physician Communication section of the transfer case and select the Conferenced icon when the call begins. During the call, you make notes about the parties involved and the discussion. After the referring physician explains the patient's condition, Dr. Jones decides that City Hospital has the training and equipment to handle the patient's isolation needs. Dr. Jones admits the patient.
Cancelled
Select this when needing to end communication with a staff member or physician.
You can associate a maximum of five cancellations with the staff member or physician.
Example:
Patient Placement Specialist Judy adds Dr. Green to the Target Physician Communication section and selects the Contacted icon while dialing the phone. The physician's phone answers with a message indicating that Dr. Green is on vacation. Judy selects the Cancelled icon to indicate that she is no longer considering Dr. Green to be the accepting or consulting physician. By selecting the Cancelled icon, Judy records the time that she spent attempting to contact Dr. Green even though she cannot finish the communication process. The times and date of the attempted contact appear in Dr. Green's communication details and in any reports about the case. Another example is if Judy has contacted more than one physician at the same time. When one physician calls back to admit the patient, Judy cancels the other physicians.
Consulted
Select this when gathering more information from the staff member or physician about the patient.
You can associate a maximum of five facilities to a staff member or physician.
Example:
A patient is referred from a small clinic to a hospital for a heart attack. The patient's clinical notes reveal that the patient also has had head trauma in the past month. The On-call physician for the Cardiology service asks you to find out more about the patient's head trauma from the referring physician or the ED physician who has seen the patient. You add Dr. Smith, the ED physician, to the Target Physician Communications. You select Consulted for Dr. Smith when you talk to him in order to gather the information that the On-call physician for Cardiology needs.
Accepted
Use this option when a staff member or physician agrees to accept the patient.
A staff member or physician can be Accepted or Admitting or both.
You can associate a maximum of five facilities with a physician or staff member.
The Accepted staff member or physician information is sent to Referral IQ® and Capacity IQ® when a bed request is submitted or when the transfer case is saved if those applications are integrated with the Transfer IQ® application.
Declined
Select the Declined icon when the staff member or physician does not accept the patient into the facility.
You can associate a maximum of five declinations with a staff member or physician.
Unlike the Target Physician Communication section, the Admitting button is not visible in the Target Staff Communication section. This is due to the authorization restriction, as only providers with an NPI number have the privilege to admit a patient.
When adding a new staff card, a drop-down list displays the name of the staff member configured in the Staff dictionary.
Staff member’s positions can be added to their communication card.
The positions that appear in the drop-down list are populated by the Position dictionary.
It is not possible to change the position that you selected. If the wrong position has been selected, the entire card must be deleted and replaced with a new card for the staff member.
Enter Target Staff Communication
In the Staff Name field begin typing the staff member's name and select it from the list that appears.
If the staff member that you want to select does not appear in the list, your Transfer IQ® application administrator needs to add that person to the Staff dictionary.
A communication card for the staff member whom you select appears at the top of the staff communication list.
In the field below the staff member's name, begin typing the name of a position for the staff member and select it from the list that appears.
Select Save to display the position below the staff member's name.
Communication Tab - Escalation
The Escalations section allows Patient Placement Specialists to track instances where assistance was needed in facilitating a patient transfer. Within this section, you are able to add escalation cards to one or multiple roles within your health system. These could range from a director of patient placement to a house supervisor depending on your workflow. This higher-ranking manager may sustain the original declining decision, overturn it, or offer an alternative. A patient placement specialist would document when a transfer case is escalated to maintain a clear record of the situation, ensure accountability, track the decision-making process, facilitate communication among team members, and provide a comprehensive overview for future reference. This documentation helps identify patterns, improve processes, and ensure that all involved parties are informed and aligned in addressing the patient's needs effectively.
The Escalation section is the third section within the Communication tab.
How Escalations Works
Functionality
Example: If a facility or physician declines a patient for a reason that may not be appropriate, you can escalate the situation to a supervisor, an administrator on call, or even a chief medical officer to help expedite the patient's transfer.
Escalation Communication cards display the selected role and associations, along with disposition buttons that allow Patient Placement Specialists to document Escalation Communication events.
The selected Associations appear under the escalation role on the communication card.
As you add communication events, entries appear in the Case Log, Case print, and Communication history with the escalation contact's role, the status, and the times and dates you selected the status will appear for each communication event.
There is no way to remove the Escalation Communication under the case log.
The only way to remove it would be to delete the Escalation Communication card from the Communication tab. However, this will remove every case log associated with that Escalation.
The disposition buttons available on Escalation Cards include:
Contacted
Select this each time you reach out/speak with the escalation resource.
A number appears next to the icon indicating the number of times that you have contacted the escalation contact.
Call Returned
When you receive a call back with a response, select this option to log the date/time and physician/facility associations to the log.
Cancelled
Used when you’d like to cancel the Escalation.
Resolved
Used to document when a resolution has been found to the issue, whether that be a contact overturning a declining decision, an alternate solution, or a manager resolution.
Unresolved
Used to document when the escalation resource sustains a declining decision.
You can select multiple escalations with the same role for each case provided the combination of physician and a facility association is unique.
When adding an Escalation communication card, in the Escalation Associations & Contact window:
The Current Case Physicians/Staff field is set to the No Physician/Staff Association option by default.
The Current Case Facilities field is set to the No Facility Association option by default.
If there are no Physicians/Staff associated, then there is no option to associate one.
If there are no Facilities associated, then there is no option to associate one.
The i icon next to physicians and facilities can be used to open and information window used to view more information and verify your selection.
Patient placement specialists can add or edit Facility Notes in the information window.
You are not able to associate duplicate escalation combinations you will receive an error.
Example - You have one escalation for Pitt Downtown with a role of Owner, and you try to create another card with the same association.
You may be required to associate a physician/staff member and a facility with the sustained declining decision depending on your health system's configuration.
After an Escalation card has been created, the Escalation Contact (Physician or Staff) can be updated.
Escalation roles cannot be edited. The Escalation communication card must be deleted, and a new card must be added.
Escalation communication cards can be deleted by clicking the X in the top-right corner of the card.
Defer to your health systems configuration/best practices for submitting an escalation association.
Enter Escalations
Go to the case's Communication tab to display the Escalation section.
In Role field, being typing the role of the person to whom you want to escalate the transfer request decision.
Select an escalation role from the drop-down.
Click Add.
If there were communications with physicians/staff or facilities, the Escalation Associations & Contact window appears.
Select the radio button next to the physician(s) or staff members you want to associate with the escalation or accept No Physician/Staff Association to not associate any physicians or staff members.
Select the radio button next to the facilities you want to associate with the escalation or accept No Facility Association to not associate any facilities.
Select Document Escalation to create the Escalation communication card.
Add/Edit Escalation Details
Select Add/Edit Details to display the Escalation Add/Edit Details dialog box with the Escalation Role automatically populated.
In the Escalation Contact section, select Physician or Staff depending on the escalation role that you selected.
A Staff or Physician field appears as is appropriate for your selection. Begin typing the name of the escalation contact and select it from the list that appears.
Select Update Escalation to save your changes.
The updated escalation contact's name appears after the name of the role in the escalation card.
Note: If you need to adjust a previously selected contact across contact types, (Physician ↔︎ Staff), then:
Update the escalation to None
Update the escalation to your preferred contact.
Concurrency Management
Concurrency occurs when multiple users attempt to perform actions on the same record simultaneously. This can lead to conflicts or data loss if not handled correctly.
How Concurrency Management Works
Functionality
Below are specific examples of actions that can create concurrency issues in different applications:
Referral IQ® Actions:
Editing cases or referrals
Transfer IQ® Application Actions:
Updating a case’s Patient or Outcome tabs
Modifying fields such as Created Date, Case Owner, or Case Needs Review
What Happens When Users Edit the Same Record/Referral Simultaneously
When a patient case record is in Edit mode, the system conducts checks for updates every 5 seconds. If another user saves changes during this time, the system will alert you with the following:
A message displaying who made the changes (if it was an Operations IQ® Platform user).
A warning icon on the Patient and Outcome tabs to indicate the changes made.
If the update originates from a Capacity IQ® solution user, the alert will not specify the user's name, but warning icons will still be displayed.
Consequences of Concurrent Edits
The Save button will become inactive if another user has made changes.
To update your screen with the latest changes, you must select Refresh in the warning message.
Note: Any unsaved changes you made will be lost upon refreshing.
Saving a Case at the Same Time as Another User
If two users attempt to save the same case simultaneously, a dialog box will appear, presenting the following options:
Stay Here for Now:
This option closes the "Changes Not Saved" message and allows you to review your changes.
You can then select Refresh to update the case with the latest information.
Discard All My Changes:
This option closes the warning message and clears all unsaved changes.
After selecting this, you can continue making your edits without your previous unsaved changes.
Best Practices for Managing Concurrency
Communicate with team members to avoid simultaneous edits when possible.
Regularly save changes to reduce the likelihood of losing unsaved data.
Utilize the Refresh option wisely to ensure that you're working with the most up-to-date information.
Created Date Filtering
The Created Date Filter limits the Cases List to only display transfer cases with a Created Date within a selected date range. This feature is used by Patient Placement Specialists to search for and more easily locate specific transfer cases, streamlining their workflow and improving efficiency. This filter is helpful when a Patient Placement Specialist needs to find information on a case without having specific details. For instance, they might know the case was created last week but lack other specifics.
This filter is available on all Case tabs but is primarily used for Completed cases.
Created Date Filtering appears in the first row of the Created Date/Time column of the Cases List.
How the Created Date Filtering Works
Functionality
Patient Placement Specialists have the ability to select a "To" and "From" created date range to limit the transfer cases displayed in the Cases List.
The “From” value is the first date that should be included in the created date range. The value in the "From" field must precede the date indicated in the "To" field.
The “To” value is the last date that should be included in the created date range. The date entered in the "To" field must be later than the date specified in the "From" field.
Both the “From” and “To” values must be entered in order for the filter to be applied successfully.
Future dates cannot be selected as there is no case info to pull.
To exclusively filter for transfer cases created on a particular day, the "From" and "To" values must match.
Data Syncing - Fields
When Transfer IQ® is integrated with Capacity IQ®, patient records are synchronized between the two applications. This is crucial for Patient Placement Specialists and Managers, as it ensures that patient information is up to date across systems, improving efficiency in managing bed placements. Understanding how the sync functions help these users ensure accuracy and seamless operation during the patient transfer and placement process.
This synchronization occurs automatically between the two systems, with updates flowing bidirectionally or one-way, depending on the data field and the status of the patient within each system.
How Data Syncing Works
Functionality
Transfer IQ® synchronizes patient data with Capacity IQ® every 60 seconds once a bed request is submitted and a match is found (selected by clicking Use This Existing Request).
During the initial match, Capacity IQ® overwrites specific fields in Transfer IQ®, even if blank in the Capacity IQ®. After the initial match, updates from either system will populate the other for the following fields: First Name, Last Name, Middle Initial, Suffix, Date of Birth, SSN, Gender, MRN, Visit No., Patient Type, and Payor (only for US health systems post-admission in Capacity IQ® and until discharge).
Capacity IQ® provides one-way updates for the following fields, which cannot be edited by Transfer IQ®: Placement Status, Completed Time, Assigned Bed, Assigned Bed Status, and Assignment Time.
Transfer IQ® prioritizes updates during the initial match, and after the match, updates flow bidirectionally between the systems for the following fields: Address, City, State, Zip Code, Target Unit, Origin Unit, Level of Care, Isolation, Procedure, Bed Request Time, Placement Activated, and Organism(via Patient Attribute).
Transfer IQ® provides one-way updates to Capacity IQ® for: Diagnosis and Accepting Physician.
Transfer IQ® controls updates for both systems for Hospital Service, where Capacity IQ® cannot overwrite changes after the initial match.
During the initial match only, Transfer IQ® populates the following fields if a new patient and placement are created. These fields are not updated afterward: Case Source (populated with "CAP" if submitted via Referral IQ®), Expected Admit Date, and Destination Facility.
Payor Sync
While Capacity IQ® does not display a Payor field, payor information can still be stored in bed placement details and transmitted to Transfer IQ® through an Admissions Discharges Transfers (ADT) message.
A maximum of three payors (primary, secondary, and tertiary) can be stored for each patient in Transfer IQ®.
Payor Synchronization:
If payors exist in Capacity IQ®, it automatically populates the Payor fields in Transfer IQ®.
If no payors exist in Capacity IQ®, any payors already in Transfer IQ® will remain unchanged in the Transfer IQ® Payor fields.
If Capacity IQ® contains primary, secondary, and tertiary payors, Transfer IQ® will ignore its own payors and accept the Capacity IQ® payors.
If Capacity IQ® has partial payor information (i.e., not all three payors), Transfer IQ® will preserve the existing payors from Capacity IQ® and add additional payors from Transfer IQ® to fill the primary, secondary, and tertiary fields.
During this merging process, payor information may rearrange. For example, the primary payor from Capacity IQ® may move to the tertiary payor field in Transfer IQ®. Users should review the Payor list in the patient details view after linking a bed request and make adjustments to the payor assignments if necessary.
Data Syncing - Dictionaries
How the Dictionary Sync Work
Functionality
The information is synchronized every 5 minutes
Integrated mode means that the Transfer IQ® application on the Operations IQ® Platform integrates with Capacity IQ®.
In integrated mode, some of the dictionaries' items are supplied by Capacity IQ® solution, such as the items in the Isolation dictionary.
Dictionary Sync Checklist - Basic
Sometimes the dictionary between Capacity IQ® may not update in the Operations IQ® Platform. We’ll review how to trigger an update.
Part 1 - Make a change to the item
Manually update a dictionary in Capacity IQ® and see if it updates in Operations IQ® Platform data dictionaries.
Navigate to Dictionary Management and update an item.
Part 2 - Verify the Specific Dictionary Functionality
It’s possible the dictionary items you are looking for are automatically updated.
For Physicians
For other descriptions of Transfer IQ® Dictionary Items
Part 3 - Data Gathering
Ensure you have all the information you need to open a ticket with TeleTracking Support.
Identifying Information:
What dictionary are you trying to edit?
Where are you trying to edit? Operations IQ® Platform or Capacity IQ® dictionary?
Name of the field or other identifier?
Time Information:
When you added it?
How long it has not been updating?
Part 4 - Request a Dictionary Review
At this point if there’s still an issue our Support will be able to review.
Delay Reason
The Delay Reason is the explanation for why a patient’s assessment was postponed. Delay Reasons are managed by administrators in the Delay Reason Dictionary. Patient Placement Specialists select Delay Reasons when documenting a patient’s assessments.
Delay Reasons appear in the Readiness Delay Reason and Start Delay Reason drop-down lists in the Assessment Details card on the transfer case's Patient tab.
How Delay Reasons Work
Functionality
Delay Reasons can be added, edited, or deleted by administrators in the Delay Reason dictionary (Admin > Data > Dictionaries > Delay Reason).
Examples of Delay Reasons include Cart not available, Clerical delay, Patient not in bed.
One Delay Reason can be selected for Readiness Delay Reason, but it is not required.
The Readiness Delay Reason is the reason why the assessing staff member was delayed in getting ready to perform the assessment.
One Delay Reason can be selected for the Start Delay Reason, but it is not required.
The Start Delay Reason is the reason why an issue with the patient prevented the start of the assessment.
After a Readiness Delay Reason or Start Delay Reason has been selected, it can be unselected by clicking the X at the end of the correlating text box.
Add a Delay Reason to the Dictionary
Go to Admin > Data > Dictionaries.
Select the Delay Reason Dictionary from the drop-down.
Click +Add Entry.
Enter the Delay Reason in the Name field.
Click Add Entry
Edit a Delay Reason in the Dictionary
Go to Admin > Data > Dictionaries.
Select the Delay Reason Dictionary from the drop-down.
Scroll or use the Search to find the Delay Reason in the list.
Click the pencil icon in the last column of the Delay Reason’s row.
Make any needed changes.
Select Save Changes.
Delete a Delay Reason from the Dictionary
Go to Admin > Data > Dictionaries.
Select the Delay Reason Dictionary from the drop-down.
Scroll or use the Search to find the Delay Reason in the list.
Click the trash can icon in the last column of the Delay Reason’s row.
Confirm the deletion of the Delay Reason.
Decision/Disposition Buttons
Disposition buttons are used to efficiently track escalations and communication with physicians, staff members, and facilities. Disposition buttons are also used to document decisions that have been made about a transfer, such as a patient being accepted into a facility, redirected to another facility, or declined by a facility. Disposition buttons are used by Patient Placement Specialists. Disposition buttons enhance operational efficiency, improve communication, and ensure thorough documentation, all of which are vital in a fast-paced transfer center environment.
Disposition buttons appear with icons on communication cards in each section of the Communication tab.
How Decision/Disposition Buttons Work
Functionality
Disposition buttons may also be referred to as Decision buttons.
When a disposition button has been selected, a communication event entry will appear on the Case Log and in the Communication History for the communication card.
Each Disposition button has an icon associated with it.
The icons that appear on Disposition buttons are the same icons used in the Case Log for event entries.
The icons on Disposition buttons are initially greyed out. Once a button is clicked, it will change to color while the other buttons remain grey. This feature simplifies the identification of the most recent communication event.
The Disposition buttons that appear on each communication card vary per section of the Communication tab, but appear as follows:
Contacted
Call Returned
Target Physician Communication, Target Facility Communication, Target Staff Communication, Escalation Communication
Conferenced
Target Physician Communication, Target Staff Communication
Cancelled
Target Physician Communication, Target Facility Communication, Target Staff Communication, Escalation Communication
Consulted
Target Physician Communication, Target Facility Communication, Target Staff Communication
Accepted
Target Physician Communication, Target Facility Communication, Target Staff Communication
Admitting
Target Physician Communication
Redirected
Target Facility Communication
Declined
Target Physician Communication, Target Facility Communication, Target Staff Communication
Resolved
Escalation Communication
Unresolved
Escalation Communication
Contacted Communication Event
Select the Contacted disposition button on the appropriate communication card.
You’ll be prompted to select a mode of contact.
From the drop-down list, select the method that you used to contact the physician/facility/staff member.
Select Document Contact.
The name of the physician/staff member/facility that you contacted, the date and time that you selected the Contacted icon, and the mode of contact appear in the Case Log section in the case details in view mode and in the communication history that drops down from the communication card.
Call Returned Communication Event
Select the Call Returned icon when you have received a call in response to a message that you left.
An event displaying the Call Returned icon, the name of the physician/facility/staff member that called you, and the date and time that you selected the Call Returned icon appear in the Case Log section in the case details in view mode and in the communication history that drops down from the communication card.
Conferenced Communication Event
Select the Conferenced icon when more than one physician or staff member has a conference call with you to discuss the patient's case.
An event displaying the Conferenced icon, the physician or staff member's name, and the date and time that you selected the Conferenced icon appear in the Case Log section in the case details in view mode and in the communication history that drops down from the communication card.
Cancelled Communication Event
Select the Cancelled icon when you want to cancel communication with a physician, facility, staff member, or escalation because it is no longer appropriate.
The Cancellation dialog box appears.
In the Cancel Reason text box, begin typing the reason that you cancelled communication and select the reason from the list that appears.
(Skip to step 6 if cancelling a facility or escalation) In the Associated Facility box, begin typing and select the name of a facility at which the physician or staff member cancelled the patient.
If necessary, select the i icon next to the facility to see the facility's location and verify your selection.
If the facility that you select does not appear in the case's Target Facility Communication section, it is automatically added.
If you are not required to select a facility and you do not want to associate a facility with the physician who cancelled the patient, then leave the Facility box blank.
If you want to associate another cancellation with this physician or staff member, select Add Another Declination and repeat steps 3 and 4.
Select the trash can icon next to a facility to delete the cancellation association from the dialog box.
Select the cancel button.
The Cancelled icon will be displayed in color on the communication card and the cancellation appears in the communication history.
Consulted Communication Event
Select the Consulted icon when you contact a physician, staff member, or facility to ask a question about a patient or to get additional information about the patient.
(If you consulted a facility, skip to the last step.) The Consult Associations dialog box appears.
In the Facility text box, you can begin typing and select the name of a facility at which the physician or staff member consulted.
If necessary, select the i icon next to the facility to see the facility's location and verify your selection.
If the facility that you select does not appear in the case's Target Facility Communication section, it is automatically added.
If you are not required to select a facility and you do not want to associate a facility with the consulting physician, then leave the Facility box blank. Select Document Consult to save your selection(s).
If you want to associate another facility with this physician's action, select Add Another Facility and repeat step 3.
Select the trash can icon next to a facility that you want to delete from the dialog box.
Select Document Consult to record the facility association with the physician or staff member who consulted.
An event displaying the Consulted icon, the physician, staff member, or facility's name, and the date and time that you selected the Consulted icon appear in the Case Log section in the case details in view mode and in the communication history that drops down from the communication card.
Accepted Communication Event
Select the Accepted icon when a patient is accepted into the facility.
If accepting a patient on a Facility communication card, skip to the last step. When indicating which physician or staff member is accepting the patient into a facility via their communication card, the Acceptance Associations dialog box appears.
In the Facility text box, you can begin typing and select the name of a facility at which the physician accepted the patient.
Select the i icon next to the facility to see the facility's location and verify your selection.
If the facility that you select does not appear in the case's Target Facility Communication section, it is automatically added.
If you are not required to select a facility and you do not want to associate a facility with the physician who accepted the patient, then leave the Facility box blank.
If you want to associate another facility with this staff member or physician's action, select Add Another Facility and repeat step 3.
Select the trash can icon next to a facility that you want to delete from the dialog box.
Select Document Acceptance to record the facility association with the staff member or physician who accepted the patient.
Admitting Communication Event
Select the Admitting icon when the physician agrees to admit the patient into the facility.
The Physician Admission Associations dialog box appears.
In the Facility text box, you can begin typing and select the name of a facility at which the physician admitted the patient.
If necessary, select the i icon next to the facility to see the facility's location and verify your selection.
If the facility that you select does not appear in the case's Target Facility Communication section, it is automatically added.
If you are not required to select a facility and you do not want to associate a facility with the physician who admitted the patient, then leave the Facility box blank.
If you want to associate another facility with this physician's action, select Add Another Facility and repeat step 3.
Select the trash can icon next to a facility that you want to delete from the dialog box.
Select Document Admission to save your selection(s).
Declined Communication Event
Select the Declined icon when the patient has not been accepted into the facility.
The Declined Patient dialog box appears.
In the Declined Reason text box, begin typing the reason that the facility, physician, or staff member declined the patient and select the reason from the list that appears.
If declining a patient on a Facility communication card, skip to step 7. Otherwise, in the Associated Facility text box, begin typing and select the name of a facility at which the physician or staff member declined the patient.
Select the i icon next to the facility to see the facility's location and verify your selection.
If the facility that you select does not appear in the case's Target Facility Communication section, it is automatically added.
If you are not required to select a facility and you do not want to associate a facility with the physician who declined the patient, then leave the Facility box blank.
If you want to associate another declination with this physician, select Add Another Declination.
Select the trash can icon next to a facility that you want to delete from the dialog box.
Select Document Declination or Decline Patient.
An event displaying the Declined icon, the facility, staff member, or physician's name, the date and time that you selected the Declined icon, and the reason for the decline decision appear in the Case Log section in the case details in view mode and in the communication history that drops down from the physician's card.
Redirected Communication Event
Select the Redirected icon when the facility redirects the case to another facility of unspecified name.
A window will appear prompting for a Redirect Reason.
Choose a reason from the list and select Redirect Reason.
Resolved Communication Event
Select the Resolved icon when the escalation contact overturns a declining decision and accepts the patient or offers an alternative solution such as a different facility or physician that will accept the patient.
The escalation contact's role, the date and time that you selected the Resolved icon, and any associated physicians and/or facilities appear in the Case Log section.
Unresolved Communication Event
Select the Unresolved icon when the facility contact sustains a declining decision.
The escalation contact's role, the date and time that you selected the Unresolved icon, and any associated physicians and/or facilities appear in the Case Log section.
Default List Views
Different organizations have their own workflows and best practices which determine what information is most valuable to the patient placement specialists and external care providers working there. Administrators can help the specialists/users be immediately productive by setting the list views to display the columns, sorting, filtering, and sizing that is useful to them. Specialists/Users do not have to spend a lot of time changing their list view to display the information that is important to them before they can get to work. Administrators can configure a standard view of the active cases, upcoming cases, completed cases, and referrals lists for all patient placement specialists to use. Administrators who also have patient placement specialist roles can configure the default view for the Cases list and the Referrals list. Administrators who also have external care provider roles can configure the default view for the Referrals list. Default list views can save time that patient placement specialists would otherwise have to spend configuring their list views to display the information most important to their access center's workflow.
Default List Views appear on the Referrals and Cases tabs of the Access > Transfers view.
How Default List Views Work
Functionality
On the Active, Upcoming, Completed Cases lists, and on the Transfers > Referrals list, and the Referrals list, administrators can select which columns appear, the order of columns, column width, the column by which the list is sorted, and the direction of the sort. In addition, administrators can apply one or more text search filters to the column information to only display cases in which that text appears.
If your application is configured to combine the Active and Upcoming tabs, Upcoming cases will appear on the Active tab and the Upcoming tab will not be visible.
Once a view is configured as desired, it can be saved as the Default List View by administration.
Although patient placement specialists can temporarily customize their list view display, upon signing in, the default columns will appear on the Cases list, Referrals list or Transfer > Referrals list.
If an administrator has not configured a default view for the organization, the base default list view as supplied by TeleTracking, will appear.
The base default list view includes a selection of columns that are not customized to a specific organization's workflow or preferences.
Saving a Default View
Ensure you are on the appropriate Tab that you want to update, (Active, Upcoming, Completed, Referrals).
Make any desired changes to the list view display.
Select Save Default View to lock in your column changes.
Confirm the save.
The default view will be updated for all users.
Resetting to Default
If you’d like to revert your changes and return to default, select Reset to Default in the top-right corner of the Cases View.
Note: If you have not yet set a default configuration, the list view returns to the selection of columns provided by TeleTracking as a base default list view.
Dictionaries
An example of a dictionary item is medication. Whether someone at your hospital is creating a transfer request for a patient or placing a transferring patient, or talking with a patient on the phone about behavioral health-related concerns, they are required to select the names of medications that the patient is taking. The exact same medication name should be available for people at your hospital to select for a transfer case, for a behavioral health encounter, or placement. The same reason for transfer should be available to select for a transfer case regardless of who the patient or transfer specialist is. The same behavioral health diagnosis and code, spelled the same way, should be available to select for any behavioral health encounter. The same physician names, service line names, and additional information, and facility names should be used for transfer cases and for on-call schedules. Having this consistent information helps the hospital to record data about trends in medications, types of behavioral health requests, on-call shifts, and reasons for patient transfers so that they can improve services and prepare for patient needs.
You can delete dictionary items that are no longer useful to streamline the selection lists that users see in the application. This makes it easier for the users (such as patient placement specialists, schedulers, behavioral health specialists, external care providers) to select the correct item from the drop-down lists and to avoid mistakes.
How Dictionaries Work
Functionality
An Administrator Role is needed to configure Dictionaries.
While Integrated, some of the Platform Dictionaries are View Only as they are integrated into other systems.
Service Lines, Facilities, and Physicians may be Read Only
An editable dictionary will show the Add Entry button.
If the National Provider Index (NPI) Registry is enabled the majority of the Physician Information is View Only as it is integrated with other systems.
Certain fields such as Contact Information, Contact Methods, and Physician Notes which we’ve enhanced the NPI with, are editable.
NPI Integrated Providers are not able to be removed.
A Delete Icon (a trash can) appears in the dictionary item’s row if it can be deleted.
While integrated, even if a delete icon is not present, some of the fields may be deleted using Capacity IQ®.
After selecting the Delete Icon you will be prompted to confirm your deletion.
Deleted items continue to appear in records but are no longer selectable in a field.
Dictionaries are shared between multiple fields across products.
The Operations IQ® Platform supplies some default dictionary items that cannot be edited or removed from the application
Example: The Transport Mode dictionary includes several standard items by default, including Wheelchair Van (with lift), BLS Ambulance, or Privately Owned Vehicle.
Dictionaries can be Imported/Exported by TeleTracking upon Request.
Dictionary Names Must be unique
If a dictionary is deleted the name is still considered used in the system and cannot be used again
If the message “Please enter a unique Name” appears you have entered a name that already exists or that was deleted.
While searching through dictionaries using a column filter type 3 consecutive character. Select the X or clear the field to display the full list.
The Platform Dictionaries are located under Admin > Data > Dictionaries
List of Dictionaries
Select the dictionary to see more information about it.
Payor (US only)
Payor Category (US only)
Capabilities
View Dictionary Item Lists
Edit Dictionary Items
Navigate to Admin > Data > Dictionaries.
From Select Dictionary, locate the dictionary from the list.
Select the Pencil Icon (Edit) next to the name of the dictionary item.
Adjust any of the available fields and click Save Changes.
Create Dictionary Items
Navigate to the Dictionaries page and Select a dictionary from the list.
Select Add Entry.
If you do not see this you may need to create the item in another application dictionary.
Give your item a unique name. It cannot be one that already exists or one that was previously deleted.
If the item has additional information required, populate this.
Adjust any of the available fields and click Save Changes.
Delete Dictionary Items
Go to Admin > Data > Dictionaries.
Select a Dictionary from the list.
Scroll or use the Search to find the dictionary entry to delete.
Click the trash can icon in the row of the dictionary entry.
Confirm the deletion.
Note: If using an integrated system, you may not be able to delete certain dictionary items, as their values are controlled by another application.
Documents Tab
Documents are tangible records that capture events or facts concerning the patient. Documents can be in various forms such as written text, photographs, X-rays, graphs, or charts. Documents may be reviewed as evidence supporting the reasons for accepting or denying a patient's admission to a facility. For example, a physician may look at a patient's X-ray or lab results before deciding to accept the patient. Attaching documents speeds up throughput as you do not have to re-transcribe this information. Patient Placement Specialists can attach, download, or delete documents using the Documents tab.
The Documents Tab is the fourth tab you are able to select after you have opened a case.
How Documents/the Documents Tab Works
Functionality
The Document Tab allows users to upload and manage important documents related to a case.
Ensure you’re following your health systems policies for what documents are able to be attached.
Attached documents stay with the patient's record so that they will not be lost.
The Documents List on the Documents tab displays the following information:
Document icon and document size
Name and format of document — Example: Xray.jpg, Facesheet.txt. Select this link to view the document
Date and time document was added to the case
Name of the user who added the document to the case
Description of the document
Documents can be uploaded, downloaded, or deleted.
Descriptions of no more than 50 characters can be added to documents after they have been uploaded.
Descriptions can be edited at any time while a transfer case is open in edit mode.
You can select up to five documents to upload at one time by holding down the Control key while selecting.
All the selected documents are uploaded at the same time.
If you are using Microsoft® Internet Explorer® version 9, you must upload one document at a time.
Each document cannot have a size of more than 25 MB.
This feature supports adding various types of documents, such as face sheets, patient insurance cards, or lab results.
You can only attach documents that have the following file extensions: .doc, .docx, .htm, .jpg, .mp3, .msg, .pdf, .png, .ppt, .pptx, .rtf, .tif, .txt, .wav, .wma, .xps.
A progress bar appears as the document is uploaded.
When the upload is completed, the document is automatically saved to the case and a document icon appears.
A green check mark appears next to the icon and the size of the document appears below the icon. The name of the document appears as a link which can be selected to view the document.
Documents are automatically saved with the case when they are uploaded.
View the Documents List
Select Access > Transfers to display the Cases list.
Select a case to display the Case details page.
Select the Documents tab to display the Documents section.
A list of the documents that are attached to the transfer case will appear.
Download Attached Documents
Go to the case's Documents tab to display the Documents list.
Click on the file name of the document in the list that you want to see or download.
The file will be downloaded by your browser.
Navigate to the document and open it to view the file.
Attaching a Document
Attaching by Browsing
Click on Browse and Upload Documents.
Navigate to the file you with to upload and select Open.
If desired, enter a description of the file in the text box that appears.
The file is now attached
Attaching by Drag and Drop
Navigate to the file you wish to upload
Left click and drag the file over the Drag Documents Here section
Release to drop the file and upload it
If desired, enter a description of the file in the text box that appears.
The file is now attached.
Edit Descriptions for Attached Documents
While in Edit Mode, go to the Documents tab of a transfer case and find the specific document you wish to modify the description for.
Replace the text that appears in the Description field.
The description is saved automatically.
Delete Attached Documents
While in Edit Mode, go to the Documents tab of a transfer case and find the specific document you wish to delete.
Select the X next to the document that you want to remove from the case.
Confirm the removal.
The document no longer appears in the Documents list.
Case Document Upload Troubleshooting
If you are not able to upload a case document, review this checklist for possible causes.
Confirm the document(s) meet the following requirements to be uploaded:
Each document cannot have a size of more than 25 MB.
You can only attach documents that have the following file extensions: doc, .docx, .htm, .jpg, .mp3, .msg, .pdf, .png, .tif, .txt, .wav, .wma, .xps
You can select up to five documents to upload at one time by holding down the Control key while selecting. All the selected documents are uploaded at the same time.
Verify that your user is set to the Patient Placement Specialist role.
If you do not have the ability to attach or view documents, you may be missing this required role.
You will need to reach out to your facility’s internal TeleTracking administrator, a supervisor, or your internal Help Desk if:
you had the ability to see an area in the application, and now you don’t.
you would like to have new permissions added to your user profile.
NOTE: TeleTracking is unable to change any permissions on a client’s production system.
Data and Reports
If your healthcare system utilizes Data IQ®, supervisors have the capability to access reports and dashboards for monitoring Transfer IQ® data and evaluating staff performance. Data IQ® provides critical operational healthcare, patient, and care metrics to leaders, administrators, and caregivers alike. This network-wide performance and analytics monitoring enables your key decision makers to improve patient flow and optimize resource utilization, resulting in better care, reduced wait times, and more. Analyzing the metrics available in Data IQ®, empowers management to guarantee the smooth and effective operation of their facility.
Contact your Client Success Manager for more information on implementing Data IQ®.
How Data and Reports Work
Functionality
Data IQ® contains dashboards and reports created by TeleTracking.
Users of Data IQ® can also create their own dashboards and reports using Transfer IQ® data.
The following list shows the Transfer IQ® reports that can be found in Data IQ®:
Transfer Case Cancels
Transfer Case Declines
Transfer Case Inbound
Transfer Case Outbound
Physician Case Communication
Facility Case Communication
Opportunity Report
Transfers Map
Transfer Center History Table report
The following Transfer IQ® Command Center Dashboards are available in Data IQ®:
Transfer Center Case
Facility Case Communication
Physician Case Communication
Enterprise Scorecard (Includes some Transfer IQ®+ Capacity IQ®)
Transfer Center Opportunity Report
Transfer Center Map
To effectively and efficiently manage referrals and transfer requests, you will need to ensure your staff is competent and compliant with:
Utilizing standardized and optimal workflows
Capturing and timestamping all referral and transfer activities
Communicating and coordinating with all stakeholders, including external and accepting facility teams
Improving quality by reducing errors, improving consistency with clinical protocols and adherence to health system policy
Refer to Data IQ® content in the TeleTracking® Help Center for more information.
Disposition
A Disposition is a transfer patient's location or status, including the decision to accept or decline the patient. Dispositions are entered by Patient Placement Specialists when documenting communications or outcomes of transfer cases. The Disposition dictionary allows administrators to enter new dispositions, edit existing dispositions, or delete dispositions from the application.
Dispositions appear on the Case Print, Disposition buttons of communication cards, in the Disposition column of the Cases List, as entries in the Disposition dictionary, and in the Case Disposition Information section of the Outcome tab.
How Dispositions Work
Functionality
Examples of Dispositions include Accepted, Admitted, Decline, Expired, Left without Being Seen, Redirected, and Discharged to Self Care.
The disposition type, reason, and date/time of selection can be documented in the Case Disposition Information section of the Outcome Tab.
Disposition Types are populated by the Name field of the Disposition Dictionary entries.
When a disposition type is selected, it might be necessary to provide a disposition reason based on the dictionary configuration.
After selecting the disposition type, a blue asterisk will appear next to the Reason field if a disposition reason is required.
When communication events occur, disposition buttons can be used to document dispositions and disposition reasons.
Communication events will be logged in the Communication History and in the Case Log with the dispositions selected.
The Disposition column in the Cases List displays any dispositions that have been entered for transfer cases.
If this column is show, it can be used to filter the list of transfer cases that appear.
If Patient Placement Specialists do not enter a disposition reason on the case's Outcome tab, they will not be able to complete the case.
Adding a Disposition to the Dictionary
Go to Admin > Data > Dictionary.
Select the Disposition Dictionary from the drop-down menu.
Click + Add Entry.
Enter a Name for the disposition.
This value will be used for the Disposition type.
Select the Require Case Disposition Reason box if you want to require that users provide a reason for selecting the disposition.
A check mark will appear in the Require Case Disposition Reason column on the Disposition dictionary list if selected.
Select Add Entry.
Disposition Reason
The Disposition Reason field allows Patient Placement Specialists to enter the reason that a patient is assigned to a disposition. Disposition reasons can be provided when documenting communications with facilities, physicians, or staff members or when entering the outcome of a transfer case. Disposition Reasons are configured by administrators in the Disposition Reason dictionary.
Disposition Reasons appear in dialogue windows when the Cancelled, Redirected, or Declined Disposition buttons of communication cards are selected, in the Disposition Reason and Redirect Reason columns of the Cases List, as entries in the Disposition Reason dictionary, in the Case Log and Communication History, and in the Case Disposition Information section of the Outcome tab.
How Disposition Reasons Works
Functionality
Examples of Disposition Reasons include Capacity, Capability, Accepted Closer to Home, No Show, Physician Refusal, Physician Preference, Administration Decline, Out of Network, and Diversion-Disaster.
In the transfer case, patient placement specialists can select only the disposition reasons that are appropriate for the disposition.
Administrators determine when a disposition reason will appear as an option based on the reason usage selected in the dictionary.
Disposition Reasons can be selected from dialogue windows when a patient is declined by a facility/staff member/physician, when a patient is redirected to another facility, or when communication/escalations are cancelled on the Communication tab.
Disposition reasons will appear in the Case Log and in the Communication History after a communication event has occurred.
When any Disposition that is configured to require a reason is selected on the Outcome tab, a disposition reason must be selected.
The Facility Redirect Reason feature allows Patient placement specialists using the application to indicate the reason a patient was redirected to a facility different from the preferred facility.
When a redirect reason is selected, it populates the Redirect Reason Column
The most recent Redirect Reason will populate the column if there are multiple selected.
Sample Facility Redirect Reason Use Cases in Transfer IQ®
Referring Facility calls (or electronically submits via Referral IQ®) the Transfer Center indicating a patient needs to be transferred and they indicate a preference of Campus A.
Campus A is at 100% capacity and is on diversion, so, therefore, cannot accept any more patients.
However, Campus B has capacity to accept the patient.
The Patient Placement Specialist indicates that Campus A will redirect the patient to Campus B but is unable to record the reason in a field that is reportable.
Facility Redirect Reason in Data IQ®
As a Transfer Center Manager or Director, I would like to see how many times patients were redirected to a facility that was different than the initially indicated Preferred Facility and the reason they were redirected.
This information is important to understand to ensure patients are redirected appropriately.
It can also identify instances where the Transfer Center staff is consciously taking pressure off the main "hub" hospital and offloading less acute patients to a community hospital to help balance patient load.
Another example might bring to light situations where patients are being redirected to another facility within the health system due to resource or equipment deficiencies.
This type of data can help to understand where needs/deficiencies exist.
Add a Disposition Reason to the Dictionary
Go to Admin > Data > Dictionary.
Select the Disposition Reason Dictionary from the drop-down menu.
Click + Add Entry.
Enter a Name for the disposition reason.
In Reason Usage, select the box next to the disposition type to associate it with the disposition reason.
Select Add Entry.
Diagnosis
A Diagnosis is the identity of the nature and cause of the patient's disease or injury. Diagnoses are entered by Patient Placement Specialists when entering information for transfer patients or by External Care Providers when entering information about referrals. A Diagnosis can be used to determine what treatment a patient receives and which facility a patient gets admitted to. Documenting a patient's diagnosis is vital for providing safe, effective, and coordinated care throughout the transfer process.
Diagnoses appear in the Diagnosis dictionary, as a column on the Cases List, as a column on the Transfers > Referrals and Referrals Lists, as a text field in the Clinical Details section of a Referral, and as a subsection in the Referring information section on the Patient tab.
How Diagnoses Work
Functionality
Examples of Diagnoses: Cerebrovascular Attack (CVA or Stroke), Myocardial Infarction (Heart Attack)
Diagnoses can be added to, edited, and deleted from the Diagnosis dictionary.
When adding or editing a Referral, External Care Providers can enter the Diagnosis in the Clinical Details section.
When viewing the Cases List or Referrals Lists, the Diagnosis selected in the transfer case or referral populates the Diagnosis column.
When creating or editing a transfer case, Patient Placement Specialists can enter a patient’s Primary and Secondary Diagnoses, as well as the Protocol that should be followed related to the Diagnoses.
If a patient’s diagnosis qualifies them for automatic acceptance into a facility, the Patient Placement Specialist should check the related check box.
When a transfer case is printed, the Diagnoses entered appears in the printout.
Edit and View Only Modes
Transfer cases can be opened in Edit Mode or View Only Mode. Patient Placement Specialists can utilize Edit Mode to modify transfer case records, whereas View Only Mode permits them to examine transfer case details without the risk of inadvertently changing any data. Using View Only Mode where appropriate, helps to protect patient information while allowing necessary access for efficient care and management.
Edit and View Only Mode functionality is available on the Transfer Case Screen of all transfer cases.
How Edit and View Only Mode Works
Functionality
If you see the Edit Case button, then you are in View Only mode and will be unable to make any changes.
If you see the Save button, then you are in Edit Mode and will be able to make changes.
Edit Mode can be used when:
Opening an existing transfer case using the pencil icon for a row in the Cases List
Opening an existing transfer case by clicking on its row in the Cases List
Clicking the Edit Case button on the Transfer Case Screen
To ensure that you load the most accurate data when going to update your records, after saving a case, the Transfer Case Screen will switch to View Only Mode.
If you need to make additional changes after saving, click the Edit Case button located in the upper right-hand corner of the screen to return to edit mode.
Open an Existing Case in Edit Mode
From the Cases List, click on a row to open the transfer case in Edit mode.
Note: The Pencil Icon, located in the patient row, will also open the transfer case in Edit mode.
Open an Existing Case in View Only Mode
Go to the Cases List.
Select the Paper Icon in the row of the transfer case you wish to view.
View/Edit Cases in a New Browser Tab
Go to Access > Transfers.
From the Cases List, open the transfer case for viewing or editing.
A new browser tab with the Transfer Case Screen will open.
Each browser tab is given an identifier to uniquely identify a Transfer Case and its action such as View or Edit.
This identifier is provided to ensure that same case for each action will always be opened in the same tab and not create multiple tabs for the same case.
The identifier for the browser tabs follows the below format:
View Case: View_[CASE_ID]
Edit Case: Edit_[CASE_ID]
Note: [CASE_ID] is the primary key of the specific Case in the database.
Example:
Login to Operations IQ® Platform and Click on the “Transfers” menu to navigate to the Cases List.
Let’s say there are transfer cases in the list for the patients “John Smith” and “Mary Jane”.
Click the View icon of the Transfer Case for the patient “John Smith” whose Case ID # is “38D70943-2E69-4524-80A4-A8C000D459F9”.
A new tab is opened to display the Transfer Case in view mode. The ID for the browser tab is “View_ 38D70943-2E69-4524-80A4-A8C000D459F9”.
Go back to the browser tab that has the Cases List and click on the View icon of the Transfer Case for the same patient “John Smith”.
It will not open a new tab as the same case is already opened in the view mode in a different tab.
Go to the browser tab that was already opened for “John smith” in view mode. Click on the “Transfers” menu to navigate to the Cases List.
Click the “View” Transfer Case for the patient “John Smith”.
The Transfer Case is opened in the same tab as the ID of the current tab “View_ 38D70943-2E69-4524-80A4-A8C000D459F9” matches the case and action.
The same logic is applied for the “Edit” action as well. The ID for the browser tab that is opened for editing a case will be “Edit_ 38D70943-2E69-4524-80A4-A8C000D459F9”.
Enterprise
The Enterprise page of the Operations IQ® Platform allows you to configure the structure of your health system in a tree format. Different health systems have different structures. Some health systems are national and have regions that include several sub-regions, each of which includes a few facilities. Other health systems are smaller and have all their facilities in one large group. Administrators need to configure their health system's structure to assist Patient Placement Specialists in selecting the correct facility in the application drop-down lists. This is especially helpful for large health systems that may have multiple facilities with the same name but different cities or regions. For example, a facility named Children's Hospital may exist in Chicago and Philadelphia. Users need to know the group that includes each Children's Hospital to be able to select the correct one in the drop-down lists.
Administrators configure the structure of their health system on the Admin > Structure > Enterprise page. The Enterprise structure appears on the Facility Information screen that is displayed when clicking the i icon next to selected facilities on the communication card on the Communication tab of a transfer case, in facility drop-down menus, and in the filters for the Referring, Preferred, and Destination Facility columns on the Cases and Referrals Lists.
How Enterprise Structures Work
Functionality
Administrators can create different levels of groups and subgroups in which to include facilities.
When your enterprise structure is configured, the hierarchy for each facility appears in the Operations IQ® Platform in the facility information pop-up boxes and the Transfers list column filters.
Configuring the Enterprise Structure helps to ensure that Patient Placement Specialists select the correct facility because multiple facilities may have the same name in different regional groupings.
For example, Star Health System could include a Children's Hospital in Chicago as well as in Philadelphia. The Children's Hospital in Chicago (the Mid-West group) would appear in the column filter and information pop-up box as Star Health System > Mid-West > Children's Hospital. This structure differentiates the facility Children's Hospital in Philadelphia (Eastern group), which would appear as Star Health System > Eastern > Children's Hospital.
When configuring an Enterprise structure, the following restrictions exist:
A group name can appear only once in the entire enterprise.
For example, if the Pennsylvania group has a subgroup called Butler County, the Ohio group cannot have a subgroup called Butler County.
If the same facility is in multiple groups and you remove it from one group, it will be removed from all of them. If you only intended to remove the facility from one group, you would have to add it again to the other groups.
How to Configure Enterprises
Go to Admin > Structure > Enterprise to display the Enterprise configuration page with the default Enterprise at the top of the Enterprise Structure section.
Select the default entry in the top box Enterprise and type the name of your health system.
Press the ENTER key to populate the box with your text.
Add Enterprise Groups and Subgroups
Hold your mouse over the health system's name to display its action icons.
Select the Add Subgroup icon to add a blank line below the health system.
Type the name of the subgroup in the blank field and select the check mark to save the entry or select the x to clear the entry and delete the blank subgroup field.
If you selected the checkmark, the subgroup appears indented under the enterprise or higher-level group.
You can add any number of subgroups to your health system. The subgroups that you add can be nested (indented) under other subgroups to reflect a tree structure appropriate to your health system.
Add Enterprise Facilities
In the Ungrouped Facilities section, select and drag a facility to a subgroup or directly under the enterprise. Drop the facility on the subgroup when a blank appears.
The facility appears indented under the subgroup or enterprise where you dropped it.
Edit Enterprise Groups and Subgroups
Select the pencil icon in a subgroup's row to display the name of the group in an active box.
Change the text in the subgroup's box and do one of the following:
Select the check mark to save your changes.
Select the x to dismiss the subgroup box without saving your changes.
Move Groups, Subgroups, and Facilities
Hold your mouse over a group, subgroup, or facility until the double arrow appears.
Drag the group, subgroup, or facility and drop it under a different group.
The group, subgroup, or facility moves to the different location in the enterprise hierarchy.
Delete Enterprise Groups
Select the trash can icon in a subgroup's row to display the Delete Group dialog box.
Select Yes, Delete Group to clear the subgroup from the Enterprise Structure section.
Note: You cannot delete your health system, which is the top row in the Enterprise Structure section.
Delete Facilities
Drag a facility from the Enterprise Structure section to the Ungrouped Facilities section to remove the facility from the enterprise.
Escalation Role
The Escalation Role is the role of the staff member to whom an issue or decision related to a transfer case was escalated. The Escalation Role is used by Patient Placement Specialists to create Escalation Communication Cards used for documenting communications about a transfer case that was escalated. The Escalation Role dictionary is managed by administrators. The Escalation Role is pivotal in ensuring effective, safe, and coordinated patient transfers, ultimately contributing to better patient outcomes and operational efficiency.
Escalation Roles appear in the Escalation section of the Communication tab of a transfer case, in the Escalation Role dictionary, in the Case Print, on Escalation Communication Cards, in the in the Case Log, and in the Communication History of an Escalation Communication Card.
How the Escalation Role Works
Functionality
Escalation Roles can be added to, edited, or deleted from the Escalation Role dictionary.
The Escalation Role dictionary is different from User Roles, which appears in the Create Account dialog box when administrators add users to the Operations IQ® Platform.
Example Escalation Roles include Chief Executive Officer (CEO) and Administrator On Call (AOC).
When a transfer case is printed, the Escalation Roles with associated communication events will appear in the printout.
Patient Placement Specialists use the Escalation Role in the Escalation section of the Communication tab of a transfer case to create a communication card to document an escalation event.
When an Escalation communication events occurs, it will be logged in the Case Log and Communication History with the Escalation Role listed.
External Unit
External Units are units that are not in your health system. Patient Placement Specialists can select external units when manually recording bed request details for destination facilities outside of your health system or when entering patient information into a transfer case for a patient that is referred from a facility outside of your health system. Administrators can manage the External Unit dictionary. Documenting the External Unit helps to maintain high standards of patient care and safety during transitions within the healthcare system.
External Units appear entries in the External Unit dictionary, as options in a drop-down menu for the Referring Facility’s Unit on the Patient tab, and in Unit field of the Bed Request Details on the Outcome tab of a transfer case whose destination facility is not integrated with Capacity IQ®.
How External Units Works
Functionality
Example External Units include East Medical 4, and Obstetrics, Pediatric ICU.
External Unit dictionary entries can be added, edited, or deleted.
When a Patient Placement Specialist is entering patient information into a transfer case, the External Unit can be entered under the Referring Information section of the Patient tab
The Unit field in the Referring Facility section is populated by the entries in the External Unit Dictionary if the patient was referred by a facility outside of your health system or that is not integrated with Capacity IQ®.
Patient Placement Specialists can also select external units when they need to manually input bed request details in the Placement Request Information section of the Outcome tab.
If the destination facility is outside of your health system, the Unit field represents an External Unit.
The Unit Options that appear are populated by the entries in the External Unit Dictionary.
When an External Unit has been selected, the selection can be changed or removed.
Facility
The Facility entity in Transfer IQ® and Capacity IQ® represents medical care locations, known as Campuses, where patient services are provided. Facilities can be classified as Referring (initiating transfers) or Target (receiving transfers), with categories such as Nursing Homes or Urgent Care to streamline processes. Essential details like name, contact information, and time zone are included for accurate scheduling and coordination. Users can add, edit, or clear Facility Notes to provide additional context, such as operating hours or unit preferences, which are visible to other specialists but not saved in case logs. Facilities are synchronized between the Operations IQ® Platform and Capacity IQ® for consistent data management.
How Facilities Works
Functionality
The Facility is a core entity representing a medical care location within Transfer IQ® and Capacity IQ®. Facilities, referred to as Campuses in the Capacity IQ®, are critical for managing patient transfers, scheduling, and other healthcare processes.
1. Facility Details
Name and Abbreviation: Enter the full facility name and optional abbreviation for easy identification.
Address and Phone Number: Add the physical address and phone number for contact and logistical coordination.
2. Facility Classification
Referring Facility: A facility from which patients are transferred.
Target Facility: A facility to which patients are transferred. It is mandatory to select this classification for facilities involved in on-call scheduling.
Preferred Facility: A Facility that is preferred for the patient.
Dual Classification: A facility can be both a Referring and a Target facility, allowing flexibility in its use for patient transfers and scheduling.
Facility Category: Assign the facility to a category (e.g., Urgent Care Center, Nursing Home) to group it with other facilities that share similar characteristics, helping to streamline workflows and resource management.
3. Facility Time Zone
Time Zone Selection: Choose the time zone in which the facility is located. Accurate time zone configuration is essential for scheduling patient transfers and coordinating activities between different facilities.
Display: The selected time zone is visible in the facility information box within the Transfer IQ® application, accessible by selecting the "i" icon next to the facility name.
4. Facility Notes
Add/Edit Notes: Users can add notes about the facility (up to 3000 characters). These notes are visible in the facility information box and provide important context or operational details.
Note Features:
Displays the number of characters remaining as users type.
Shows the date, time, and author of the latest note change.
Editing or clearing notes is possible via the pencil icon, enabling easy updates.
Facility Data Synchronization
The Facility Dictionary contains facilities that may either be created directly in the Operations IQ® Platform or synchronized from Capacity IQ®.
Items created in the Operations IQ® Platform can be configured directly.
Items synchronized from Capacity IQ® may have restricted configurability based on their origin.
Example Facilities
Central Hospital: A major healthcare center acting as both a Referring and Target Facility.
City Health Clinic: A smaller facility mainly used for outpatient care, often classified as a Referring Facility.
Sunset Nursing Home: A long-term care facility, typically categorized under Nursing Homes and used as a Target Facility for patient transfers.
External Source IDs (Optional)
The External Source IDs feature in the Operations IQ® Platform allows facilities to integrate seamlessly with various external systems such as:
Ordering systems
Scheduling systems
Real-Time Locating Systems (RTLS)
Admission, Discharge, and Transfers (ADT) systems
Each of these systems may use a different identifier (ID) to reference the same facility. For example, while a scheduling system might refer to a facility as "R123," an ordering system may recognize it as "East End Rehabilitation." This section helps map and synchronize these diverse identifiers to ensure smooth data exchange and operational efficiency.
How to Configure External Source IDs
Adding an External ID:
Select Add External ID to begin the process of defining the external system ID for the facility.
Choosing the External Source Name:
In the External Source Name field, select the name of the external system from the list provided.
This list shows the systems configured by the administrator in the Platform Settings > External Source Configuration section.
Entering the External ID:
In the External ID field, type the specific ID that the external system uses to identify the facility.
Interface IDs
The Interface IDs section in the Transfer IQ® application plays a crucial role in integrating with Capacity IQ®, ensuring seamless communication between systems for patient transfers and resource management.
HL7 (Optional): Type the Health Level Seven (HL7) identifier that is used to integrate the Transfer IQ® application with other software products. This is a different identifier from the Admissions, Discharges, Transfers (ADT) identifier and Capacity IQ® HL7 identifier.
If your health system is integrated with multiple instances of Capacity IQ®, the Instance Details field automatically displays the instance of Capacity IQ® in which the facility is located.
The information in Origin Unit for Placement Requests will automatically appear on bed requests as the default facility and unit that the patient is being transferred from. You can select an origin unit facility and origin unit from the lists in the facility's Dictionaries - Edit Entry page. Units that have Allow as Origin Unit enabled in Capacity IQ® appear in the list from which you can select.
Facility Service Lines: Associate the facility with the services lines that are available at that facility. This step is part of streamlining the scheduling process in the On-Call Scheduling™ application. Later, you will associate the facility with the enterprise (optional) and with the users who have the Service Line Owner and Schedule Viewer roles and need access to on-call schedules at this facility
Under Facility Service Lines in Add Service Line, begin to type the service line name to display a list. In the list that appears, select the name to place it in the Available Service Lines list on the right.
To remove a service line from the Available Service Line list, move your mouse cursor over the name to display an X and then select the X.
Facility Dictionary
In the Facility Dictionary section of the Operations IQ® Platform, users can effectively manage and classify healthcare facilities to optimize patient transfers and scheduling processes. Here’s a detailed breakdown of the functionality involved:
Facility Entry Process:
Basic Information:
Facility Name: Enter the full name of the facility.
Address: Provide the complete address for accurate location identification.
Phone Number: Include the primary contact number for the facility.
Facility Classification:
After entering the facility's basic information, it is crucial to classify the facility appropriately:
Referring Facility: This classification is used for facilities from which patients are transferred. It indicates that the facility will send patients to other facilities for further care.
Target Facility: This classification is necessary for facilities that will receive patients. For facilities involved in on-call scheduling, this designation must be selected.
Users can select both classifications if the facility serves dual roles as both a Referring and Target Facility.
Integrated Mode: If the Transfer IQ® application on the Operations IQ® Platform is integrated with Capacity IQ®, the Capacity Management Integration Information > Origin Unit for Placement Requests section appears. If the facility that you are editing is part of the transfer center's health system, you can select a different default origin unit facility and origin unit from the drop-down lists. If the facility that you are editing is NOT part of the transfer center's health system, the Capacity Management Integration Information > Origin Unit for Placement Requests section does not appear for you to edit.
Adding Facilities
When adding facilities in the system, both Referring and Target Facilities follow the same procedure. If your system is integrated with the Capacity IQ®, these facilities will automatically populate in the Facility Dictionary.
Navigate to the Facility Dictionary:
Go to Admin > Data > Dictionaries.
Under Select Dictionary, choose Facility.
Check for Duplicates:
Before adding a new facility, use the Search Name box to ensure you’re not creating duplicates, which can clutter the data for users.
Add a Facility:
Click Add Entry in the top right corner.
Populate at least the Name field under Facility Details.
Select Save Changes to make the facility available for use.
It is recommended that Administrators or those involved in daily patient placement tasks perform this process.
Error Adding a Facility - Issue
When trying to add a facility in Transfer IQ®, you may encounter the error: “Your action could not be completed. Please try again or contact a system administrator.”
This error often occurs when the facility already exists in the database but is marked as inactive.
Contact a TeleTracking Support Engineer for assistance in reactivating the facility or addressing the issue.
Understanding the Fields
Facility Details
Name - Full name of facility
Abbreviation - Short name
Phone # - Contact for facility. (Does not auto format)
Address
Street - Full street name
City - City of facility
State - State of facility
Zip - Zip of facility
Facility Classification
Referring - Able to transfer patients from this facility
Target - Able to transfer patients to this facility
Facility Category - Grouping of facilities with similar characteristics, such as Nursing Home or Urgent Care
Facility Time Zone
Time Zone - Time zone that the facility uses
Referring Facility Not Showing - Issue
If you encounter an issue where the desired referring facility is not visible when attempting to make a selection, follow these steps.
Check Facility Listing:
Navigate to Admin > Data > Dictionaries > Facility.
Confirm that the facility is marked as a referring facility.
Add Facility if Necessary:
If the facility does not appear in the results, it needs to be added by your supervisor or an on-site TeleTracking administrator/IT personnel.
Designating a Facility as Referring
To access a referring facility, you will need to click on Admin > Data > Dictionaries
In Dictionaries, you will click the drop down and select Facility.
Type the facility name in the Search field.
Click the pencil icon to edit the facility details.
Check the Referring box.
Click Save Changes.
Now that the facility has been identified as Referring, you will be able to associate it to a Medical Practice Account.
Facility Category
Facility categories are used to group facilities that share common characteristics, making it easier to organize and manage them within the healthcare system. These categories help streamline processes related to patient transfers, referrals, and resource allocation.
How Facilities Work
Functionality
Facility categories play a critical role in organizing and managing healthcare facilities based on shared characteristics. This grouping enables more efficient patient transfers, referrals, and resource management.
Grouping by Common Characteristics
Facilities are grouped based on their service type or specialization, allowing for easy identification and management.
Examples:
Nursing Home: Long-term care facility for elderly or chronically ill patients.
Freestanding ED: Emergency medical care facility not attached to a hospital.
Urgent Care: Provides immediate treatment for non-life-threatening conditions.
Facility and Physician Notes
In the Transfer IQ® application, users can create and share Facility and Physician Notes with other patient placement specialists within their healthcare system. These notes provide essential information about physicians and facilities that may be relevant during the patient transfer process, such as unit preferences or operating hours. The notes are designed to facilitate communication but do not appear in the case log and are not saved with the case record. Patient Placement Specialists Can create and edit quick notes directly within the transfer case. Administrators can create and edit notes from the Physicians or Facilities dictionary pages.
How Facility and Physician Notes Work
Functionality
Transfer IQ® application users can now share notes about physicians and facilities with other patient placement specialists in their healthcare system. This enhancement provides a new field for capturing and sharing physician and facility information that is helpful specifically for other patient placement specialists when documenting a transfer case. The notes field only displays the latest notes. The notes do not appear in the case log and are not saved with the case record.
Enter Physician and Facility Notes
You can share important notes with other patient placement specialists regarding a physician or facility, such as unit preferences or operating hours. These notes are not saved in the case log or case record, and only the latest note is displayed.
How to Add or Edit Notes:
Access the Notes Field:
Click the icon next to the physician or facility's name to open the information dialog box.
In the Physician Notes or Facility Notes section, click Add a Note.
Enter or Edit Notes:
A text field will appear where you can type up to 3,000 characters.
The note can include important information other specialists may need.
You can also edit or delete previously entered notes.
The character count will update as you type, and the latest modification details (date and time) are shown above the field.
Save and Close:
Click Save to finalize your note. Your name will be displayed above the note.
Select Close to return to the case details.
The note will be available in the information dialog box wherever the physician or facility name appears in Transfer IQ®, indicated by the notes available icon next to the i icon.
View Physician and Facility Notes
You can view notes that other patient placement specialists have written about a physician or facility, providing additional information like unit preferences or operating hours. Only the most recent notes are visible, and they are not saved in the case log or record.
How to View Notes:
Open the Transfer Case:
Navigate to the details view of any transfer case.
Look for the Note Icon:
On any case tab, if notes exist for a physician or facility, a note icon will appear next to the i icon.
View the Notes:
Click the i icon next to the physician or facility's name.
The Physician Notes or Facility Notes section in the dialog box will display the notes entered by other specialists.
Note: Physician and Facility Notes can be added, edited, or cleared when creating or editing a case.
Add or Edit Facility and Physician Notes Within a Case
Select the i icon anywhere it appears in the case next to a facility or physician
Notes can be added/edited from here
Add or Edit Facility and Physician Notes Using Dictionary Items
Administrators can manage Facility and Physician Notes directly from the dictionaries within the application. Here's how:
Steps:
Navigate to the Dictionary:
Go to Admin > Data > Dictionaries > Facility or Physician.
Select Facility or Physician:
Choose the facility or physician whose details you want to edit. The facility or physician's details will appear.
Add or Edit Notes:
In the Facility Notes or Physician Notes section, select the pencil icon next to an existing note to edit it, or click Add a Note to create a new one.
Enter Your Note:
In the active Notes field, type your note (up to 3000 characters). You will see a counter showing the remaining characters, as well as the date, time, and name of the person who made the last edit.
Save Changes:
Click Save to finalize your changes.
The Physician Notes function in the same manner.
Edit Physician and Facility Notes
You can edit or replace notes previously entered by other patient placement specialists in your health system about a physician or a facility. Only the latest notes are displayed. The notes do not appear in the case log and are not saved with the case record.
Steps to Edit Notes:
Open the Case: Select the pencil icon next to a case in the Cases list to enter edit mode.
Access Notes: Click the i icon next to the physician's or facility's name that has the notes available icon next to it. This will open the information dialog box displaying the Physician Notes or Facility Notes section.
Edit the Note: Select the pencil icon in the existing note's card. The edit notes field will become active.
Type Your Changes: In the notes field, you can type up to 3000 characters. You can add new notes or modify existing ones. A character counter at the bottom of the field will show the number of remaining characters, and the date and time of the last change will appear above the text field.
Save Changes: Click Save to finalize your edits. Your name will appear above the note.
Return to Case Details: Click Close to return to the case's details. The updated note will appear in the information dialog box for the physician or facility throughout the Transfer IQ® application. The notes available icon will be displayed next to the physician or facility name and the i icon wherever they appear in the application.
This functionality ensures that critical information is accurately maintained and easily accessible among patient placement specialists.
Isolation
Isolations are precautionary measures implemented to prevent the spread of infectious diseases based on the patient's condition. These measures dictate how a patient should be separated from others to avoid contamination and ensure the safety of both healthcare workers and other patients. Nurses, doctors, and other medical staff involved in the care and transfer of the patient must follow the documented isolation protocols.
Isolation is a shared dictionary item used within Transfer IQ®. Where you go to update the dictionary item depends on your integration.
If you are integrated with Capacity IQ® you will have to add the Isolation within the Capacity IQ® Dictionary:
Admin > Settings > Capacity Management > Dictionary Management
If you are not integrated with Capacity IQ®, you’ll be able to add the Isolation within:
Admin > Data > Dictionaries > Select Dictionary > Level of Care
How Isolations Work
Functionality
Common Types of Isolation:
Airborne: For diseases spread through the air (e.g., Tuberculosis, Measles).
Droplet: For diseases spread by droplets from coughing or sneezing (e.g., Influenza, Mumps).
Contact: For diseases spread through direct or indirect contact (e.g., MRSA, C. difficile).
Fields to Complete for Transfer Patients Requiring Isolation:
ISO Type:
Description: Enter the specific type of isolation required for the patient (e.g., Contact or Airborne).
How to Complete: Start typing the isolation type and select the correct option from the provided list.
Description: Indicate the organism responsible for the infection or requiring the isolation precautions (e.g., MRSA for Contact isolation or Tuberculosis for Airborne isolation).
How to Complete: Specify the organism by typing the name or selecting from the list of organisms.
Managing Multiple Isolations:
Add/Remove Isolation Types: If a patient requires more than one type of isolation (e.g., Contact and Droplet), you can add multiple types.
Level of Care
The Level of Care refers to the degree of medical attention and services that a patient requires, based on their condition. This classification helps ensure that the patient receives the appropriate intensity of care and resources.
Level of care can be accessed by going to Admin > Data > Dictionaries
How Level of Care Works
Functionality
Level of Care refers to the degree of medical attention and services a patient requires. It helps classify the intensity of care needed based on the patient’s condition
Example:
Critical
Acute
Intermediate
Adding Level of Care
Level of Care is a shared dictionary item used within Transfer IQ®. Your setup depends on where you will need to go in order to update the dictionary item.
Solution
If you are integrated with Capacity IQ® you will have to add the Level of Care within the Capacity IQ® Dictionary:
Admin > Settings > Capacity Management > Dictionary Management
If you are not integrated with Capacity IQ®, you’ll be able to add the Level of Care within:
Admin > Data > Dictionaries > Select Dictionary > Level of Care
Requested Level of Care
The Requested Level of Care field is an important element in the Bed Request section of the case’s Outcome tab and in the Requested Service section under the Referring Information section of the Patient Tab. It captures the initial level of medical care requested for a patient during the transfer process, which can be used for auditing and workflow adjustments when the requested care level differs from the actual care required.
How Requested Level of Care Works
Functionality
Requested Level of Care within Requested Service:
Editable Field: Located under the Requested Service section in the Referring Information of the Patient Tab.
Populated by: The Level of Care dictionary within Capacity IQ®.
Real-Time Update: Any updates to the Requested Level of Care in this section will immediately populate the corresponding field in the Request Bed card on the Outcome Tab.
Requested Level of Care within Request Bed:
Read-Only Field: Located in the Request Bed section of the Outcome Tab.
Auto-Populated: This field reflects the value selected in the Requested Service section of the Patient Tab.
Updates: Any updates made in the Requested Service section will automatically reflect in this read-only field after the bed request is placed.
No Value for Requested Level of Care:
The Requested Level of Care field is vital for understanding patient transfer decisions and evaluating if the initially requested care level matched the actual care needs, especially in cases where the patient’s condition changes en route.
Example Use Case:
A third-party agency requests a specific level of care for a patient. However, during transport, the patient’s condition worsens, requiring a higher level of care. The receiving facility can then compare the original requested level of care against the actual care provided to assess workflow efficiency and decision-making accuracy.
When to Use Requested Level of Care:
Patient Satisfaction: Helps ensure that patient needs are met and tracked during transfers.
Patient Safety: Evaluates if the original request was adequate based on the patient's condition upon arrival.
Financial Implications: Assesses costs related to changes in care level, including internal transfers and additional resources.
Internal Transfer Costs: Measures expenses related to bed cleaning, transport resources, and reassignments when patients need to be moved to another unit.
By tracking the Requested Level of Care, facilities gain valuable insight into patient care decisions and the efficiency of the placement process, helping to improve both outcomes and operational workflows.
Medical Alert
Alerts are serious medical conditions that should be taken into account when treating a patient. Medical alerts in a hospital setting are crucial because they provide essential information about a patient's specific health conditions or risks, enabling healthcare providers to deliver safe and effective care. Alerts are entered as dictionary items by Administrators, associated with a patient by Patient Placement Specialists when creating or updating a transfer case, and considered by staff caring for the patient.
Alerts appear as a field in the Clinical Details section on the Patient tab of a case, a column on the Cases List, and as dictionary items in the Medical Alerts dictionary.
How Medical Alerts Work
Functionality
Alerts can be entered in the Medical Alerts field in the Clinical Details section on the Patient tab of the associated transfer case.
The list of Alerts to choose from is populated with the Medical Alerts dictionary items.
Multiple Medical Alerts can be added.
If multiple Alerts are added, they will appear separated by commas in the Alerts column of the Cases List.
Medical Alerts must be entered one at a time.
Medical Alerts can be removed from a patient’s clinical details in their associated transfer case.
Alerts can be added, edited, and deleted from the Medical Alerts dictionary.
Medical Alerts dictionary items contain a name and an HL7 External Source ID.
Examples of Medical Alerts include Trauma, Stroke, and Myocardial Infarction.
Manage a Patient’s Medical Alerts
Create or edit a transfer case.
On the Patient tab, scroll to the Clinical Details section and locate the Medical Alerts field.
Begin typing the name of the alert and then select the allergy from the list that appears to add an alert. Repeat to add more.
If the desired alert does not appear, it needs to be added to the Medical Alerts dictionary by an administrator.
To remove an alert, select the x next to the alert that you want to remove.
Medications
Medications refer to medicines or drugs used for treating a patient’s condition. This section records the type of medication administered during care which is essential for tracking treatment and ensuring appropriate care management.
Medications can be accessed by going to Admin > Data > Dictionaries
How Medications Work
Functionality
The Medications section is used to document the medicines or drugs administered during patient care.
Examples of Medications:
Epinephrine: Used to treat severe allergic reactions (anaphylaxis).
Insulin: Administered for managing blood sugar levels in patients with diabetes.
Lidocaine: Used as a local anesthetic to numb specific areas.
Morphine: A pain reliever used to manage moderate to severe pain.
Importance of Medication Documentation:
Accurate Treatment Tracking: Ensures all medications administered during care are properly recorded, supporting continuity in treatment.
Patient Safety: Helps in preventing medication errors, drug interactions, or allergic reactions.
Care Management: Assists healthcare providers in making informed decisions about ongoing or future treatments based on the patient's medication history.
Mode of Contact
Mode of Contact refers to the method used to communicate with a physician, facility, or during an escalation. This helps track how key contacts are reached.
Mode of Contact can be accessed by going to Admin > Data > Dictionaries
How the Mode of Contact Works
Functionality
The Mode of Contact refers to the method by which communication is established with a physician, facility, or during an escalation process. Recording this information is critical for tracking communication and ensuring accountability for follow-up actions.
Common Modes of Contact:
Office Phone: Communication via a landline or office-based phone.
Cell Phone: Direct communication through a mobile device.
Pager: Using a paging system to send alerts or requests to the contact.
Why Mode of Contact is Important:
Communication Records: Documenting the mode helps create an accurate record of how key contacts (e.g., physicians or facilities) were reached.
Timely Follow-Up: Knowing how the communication was initiated (e.g., phone, pager) ensures that appropriate follow-up actions can be carried out promptly.
Escalation Tracking: During escalations, tracking the mode of contact helps ensure that the process follows the appropriate communication channels.
Message Notifications
How Message Notifications Work
Functionality
The system allows users to send free-form text notifications to other Operations IQ® Platform users, with the admin needing to configure endpoint configurations and user preferences. Currently, there are two notification preferences: SMTP and WCTP.
A user can receive notifications via email, WCTP, or both.
The admin can select either or both notification methods for any user.
The WCTP notification method can only be selected after a Communication Provider user is set up for a user. If a user has no Communication Provider configured, the WCTP notification method will be disabled.
If the admin selects email as the notification method, the email will be sent to the address configured in the User Info section when the user is selected as the recipient.
Note - If a user is selected for both Email and WCTP, that user will receive messages/notifications on both, as long as they are valid.
Configure User to Receive Message Notifications
Steps to set up users to receive message notifications within the Transfer IQ® solution.
To receive message notifications, system administrators are required to configure users to receive one or both of the following:Wireless notifications via WCTP (Wireless Communications Transfer Protocol) endpoints.
A user can be associated with multiple Communication Providers.
When a user has multiple identifiers for the same Communication Provider, each of those will be notified separately when a message is sent to that Communication Provider. There is no way to only send to one or the other.
A user can be configured to receive notifications by email, WCTP endpoint, or both.
To configure a user's WCTP endpoint, the admin will need to know the user's external identifier for a particular WCTP endpoint.
Email notifications via the user’s email address.
Send Message Notifications
Users can send message notifications to other users who are configured to receive messages via their email or mobile devices.
On any page from a transfer case that is in edit mode users can select the envelope icon in the case header.
The Message dialog box appears. Type your message of up to 1500 characters in the Customer Message free text field.
In Add Recipients begin typing the user’s identifier and select it from the list of all available recipients that appears.
You can select multiple recipients.
To delete a recipient, select the x next to their identifier. Select Send to send your instant notification to the selected recipients.
After hitting Send, a Case Log Entry for the message will be created containing the following information:
Date/Time the message was sent
Last Name, First Name of the message sender
The message text (up to 1,500 characters)
Last Name(s), First Name(s) of the message recipient(s)
Note: The list of recipients can be expanded or collapsed as needed by clicking the arrows in the bottom-right corner of the case log entry.
Note:
Recipients cannot respond to your messages.
Note: When a user has multiple identifiers for the same Communication Provider, each of those will be notified separately when a message is sent to that Communication Provider. There is no way to only send to one or the other.
Note:
The list of recipients can be expanded or collapsed as needed by clicking the arrows in the bottom-right corner of the case log entry.
Configure User to Receive Notifications via WCTP
Configuring the WCTP (Wireless Communications Transfer Protocol) settings allows you to set up users to receive wireless message notifications in emails and/or on wireless devices such as pagers and cell phones. You can also leave this section blank for users who will not receive message notifications.
Admin > Users > Message Notifications
Select Add Communication Provider.
A drop-down box will display showing all Communication Providers/WCTP endpoints that are listed within Platform Settings.
Select a value from the list that appears.
Enter a unique Identifier for the Communication Provider.
If the identifier is not unique, you will be unable to save the changes, and a message will appear indicating that the identifier is a duplicate.
If more Communication Providers/WCTP endpoints are to be added to the user, repeat steps 2-4.
Ensure WCTP Endpoint has been selected under Notification Methods.
Configure User to Receive Notifications via Email
go to Admin > Users > Message Notifications
Ensure Email has been selected under Notification Methods.
Notification Direction
Message Notifications are outbound only. This feature does not include a method for the recipients to respond in the same manner.
Users will receive emails from:
Setting up WCTP Endpoints
A system administrator must configure a WCTP endpoint. TeleTracking does not manage these endpoints.
For setting up any WCTP endpoint admin will need to navigate to - “Admin → Settings → Platform Settings → WCTP Configuration(very bottom of page)“.
The Admin will require the following information to configure the WCTP endpoint in Transfer IQ®
Communication Provider - This is a required field and has to be unique across endpoints, this could be any name that an admin can provide that would help identify the endpoint. Note: If your organization uses Mobile Heartbeat® MH-Cure for notification purposes, you must use the Wireless Communication Transfer Protocol.
Example - Tele WCTP Test Endpoint
URL - This is a required field. This is the unique identifier used to locate the messaging service on the Internet (WCTP endpoint URL)
Sender ID - The identifier to send with each message that will help identify who sent it. Note: This is not a required field.
Security Code - This is not a required field. Has to be entered if the WCTP endpoint was configured for a security code.
You can delete an endpoint by selecting the x next to the endpoint row. Per Pratik not part of first release.
The admin can add as many endpoints as desired.
Organism
The Organism section allows users to enter the name of the organism related to a patient's isolation type. To add an organism, type its Name and optionally provide the HL7 identifier, which facilitates integration between Transfer IQ® and other software systems. Note that this HL7 identifier is different from those used by the Admissions Discharges Transfers (ADT) system or Capacity IQ®. The organism entered helps determine the appropriate isolation protocols, such as MRSA for Contact isolation or Tuberculosis for Airborne isolation, with similar guidelines for other diseases like Chicken Pox, Measles, Hepatitis A, and HIV. Organisms are used by healthcare providers, such as infection control specialists, nurses, and physicians, when managing patient isolation protocols.
To add an Organism go to Admin > Data > Dictionaries
How Organisms Works
Functionality
The Organism section in Transfer IQ® enables users to document organisms associated with a patient's isolation type. Here's how it works:
How to Add an Organism
Organism Name: Type the name of the organism (e.g., MRSA, Tuberculosis, etc.) related to the patient's condition.
HL7 Identifier (Optional): Provide the HL7 identifier for the organism. This identifier is specifically used for integrating Transfer IQ® with other software systems and differs from the HL7 identifiers used by the ADT system or Capacity IQ®.
Purpose and Application
The organism entered in this section helps determine the correct isolation protocols for the patient. For instance:
MRSA: Triggers Contact Isolation.
Tuberculosis: Triggers Airborne Isolation.
This system extends to other infectious diseases:
Chicken Pox, Measles: Follow Airborne precautions.
Hepatitis A: May require Contact or Enteric Isolation.
HIV: Depending on context, may involve Standard Precautions.
By entering the correct organism, healthcare providers ensure proper isolation measures are in place, safeguarding patient and staff health during the transfer process.
Outcome Tab
The Outcome tab in the Transfer IQ® application organizes crucial follow-up information, such as transportation arrangements and case disposition. It serves as a central place for completing tasks related to patient transfers and ensures all necessary actions are logged and updated efficiently. This provides key details such as the request for a bed at the destination facility, the case status (whether the patient was accepted or declined), and the transportation arrangements. After a decision is made, follow-up actions like dispatching transportation, out-placing the patient, or requesting a bed can be completed. Once these tasks are finalized, the transfer case can be closed.
How the Outcome Tab Works
Functionality
The Outcome tab provides detailed information about the final decision regarding the transfer case and any necessary follow-up actions, such as bed requests or transportation arrangements. Here's a breakdown of its key sections and functionalities:
Information Displayed in the Outcome Tab
This tab organizes critical details into several categories, including:
Bed Request Details: Information about the bed requested at the destination facility.
Case Disposition Information: Displays the status of the transfer case, such as whether the patient has been Accepted or Declined.
Patient Transport Information: Details about transportation arrangements for transferring the patient from the referring facility to the destination.
Once a final decision about the patient's transfer is made, follow-up actions may include dispatching transportation or placing a bed request. The case can then be closed after these actions.
Viewing the Outcome Information
Select the case's Outcome tab to see information about the final decision regarding the transfer case and any follow-up actions, such as bed requests and transportation arrangements. The page displays the following information:
Transportation Arrangements
Transportation coordination is crucial in completing a patient transfer. The Transfer IQ® application allows for several methods to coordinate transport:
Ways to Coordinate Transport
Patient Placement Specialist/Nurse: Directly manages transportation.
External Transport Coordinator: A designated staff member within the hospital who manages transport logistics.
Third-Party Vendor: May handle transport arrangements for roundtrip or external patient transfers.
Steps for Arranging Transport
Select the Patient from the Cases tab.
In the Outcome tab, find the Transportation section.
Choose the Mode of transportation (e.g., Advanced Life Support Ambulance).
Click Transportation Arrangements, then Save and Submit to request coordination.
External Transport Coordinator Role
Role Overview: When another staff member coordinates transportation, it allows Patient Placement Specialists and Nurses to focus on patient care.
Process for External Transport Coordinators
View Requests: Filter for External Transport Coordinator jobs in the Cases tab.
Open the Case: Go to the Outcome tab to access transportation details.
Select Transport Company: Choose the transport provider from the dropdown menu and Save and Close.
Update Dispatch and ETA: Enter the dispatch date/time and expected time of arrival, then mark the case In Progress.
Complete Upon Arrival: Once the patient arrives, update the Arrival Information fields and mark the request Complete.
The Patient Placement Specialist will see updates reflecting completed transportation.
Case Disposition Information
Disposition Information Section: Located in the Outcome tab, this section shows the patient’s location or status.
Displayed Information:
Disposition: Shows whether the patient was accepted or declined for transfer.
Reason: Provides a rationale for the decision.
Referring Facility Notified Staff: Displays the date, time, and name of the staff member at the referring facility who was informed about the patient’s disposition.
Return Agreement: If applicable, this box is selected to indicate that the patient will return to the referring facility after treatment.
Outcome Tab - Bed Requests/Placement Requests
A Bed or Placement Request refers to the process of requesting a bed for a patient at a facility. This typically occurs when a patient needs to be moved from one hospital to another, either for specialized care, higher-level treatment, or due to a lack of available resources at the current facility. The goal is to ensure a smooth transition for the patient while optimizing resources and care capabilities at both the sending and receiving hospitals. Patient Placement Specialists can electronically submit, cancel, and document Bed Requests as needed.
Bed Requests can be found in the Placement Request Information section on the Outcome tab of a transfer case screen. Bed Request Statuses appear as a column on the Cases List.
How Bed Requests Work
Functionality
In order to continue with a placement request you must have entered a Destination Facility under the Patient Tab > Referring Information.
You cannot close a case that has a pending bed request
Bed requests can be manually documented, submitted, cancelled, or updated electronically.
When creating a bed request in the Transfer IQ® application, you may encounter a pop-up box indicating that the patient's visit already exists in Capacity IQ® PreAdmit.
For facilities integrated with Capacity IQ®, you can submit the bed request electronically.
This removes the need for phone calls and streamlines the process.
If the Transfer IQ® application is not integrated with Capacity IQ®, or the applications are integrated but you selected a destination facility that is outside of your health system, then you can manually record the bed request details.
You are able to cancel the placement request in this way if either your system is not integrated with Capacity IQ®, or the Destination Facility is not in your health system.
If your setup of Transfer IQ® is integrated with Capacity IQ®, you are able to cancel placement requests if the patient has a PreAdmit status and the bed request is in the Requested state.
Updates made to a bed request will be visible until the patient is admitted or the transfer case is canceled.
The Bed Request Status column on the Cases List displays Bed Request Statuses with the following color-coded backgrounds:
Red - Requested (Active)
Gray - Requested (Inactive)
Green - Assigned
No color - Cancelled or Completed
Bed Request Statuses include:
Requested - The Bed Request has been sent.
If the Activate this bed request checkbox was checked when the request was submitted, the Bed Request is Active.
If the Activate this bed request checkbox was not checked when the request was submitted, the Bed Request is Inactive.
Cancelled - The Patient Placement Specialist cancelled a previously submitted bed request.
Completed - The Bed Request has been completed successfully and the patient now occupies a bed.
Assigned - The Bed Request has been submitted and a bed has been assigned to the patient, but the patient has not occupied the bed yet.
Integrated
Integrated Destination Facilities provide improved automation and information sharing between Capacity IQ®.
You can identify one by the presence of the Capacity Management Integration Information Section in the facility dictionary or by the presence of abbreviation “CMS” in the Facility Category when you select the Info button next to a Facility Field within the Patient Tab.
There is one initial sections under Placement Request Information which is Request Bed.
Once a bed is assigned the Request Bed Section is split into two sections, Assignment Details and Bed Request Details
The Request Bed Section contains essential information regarding the bed requests.
Destination Facility is auto-populated based on the Destination field in the Patient Tab and is view-only.
Requested Level of Care This field displays the value entered in the Requested Level of Care field within the Requested Service section of the Patient tab. If the Level of Care is not selected in the first bed request, the Requested Level of Care field appears blank in the case's create edit modes. In view mode, the field displays double dashes (--).
Level of Care requires the user to type and select the appropriate level from a list.
Origin Unit Facility is auto-populated with the selected Destination Facility but can be changed before the patient has an Inhouse status in Capacity IQ®.
Origin Unit is auto-populated with the default origin unit at the selected Destination Facility but can also be changed before the patient has an Inhouse status in Capacity IQ®.
Target Unit allows users to type and select the preferred unit from the selected destination facility.
Date/Time for the bed request is entered using the calendar tool or selecting "Now" for the current date/time. This is the time the request status was activated.
Submitting a request will automatically populate this time.
Activate this Bed Request is selected by default, which automatically activates the request in Capacity IQ®. Users can uncheck this to mark the request as inactive in the destination system.
The Submit Request Button is available if the Case has a Destination Facility.
Selecting this button will send the details to the destination system.
When a request is sent logic occurs to search for similar requests. If a similar request exists then you will be prompted to choose an option:
Selecting Use This Existing Request updates the Transfer IQ® case with the information from Capacity IQ®.
Selecting Create New Request allows users to create a new request if the matched information is not relevant.
Cancel dismisses the results, allowing the user to make adjustments to the case.
A notice of Unable to Create Bed Request occurs when an exact match is found after the Secondary Search, preventing the creation of a duplicate request. Users must select Close Message to dismiss the notification.
Similar Request Exists searches the Destination Facility to identify potential matches for the bed request. If a match is found, users are presented with the following options:
Use This Existing Request: Updates the Transfer IQ® case with information from Capacity IQ® if a match is found.
Create New Request: Adds the patient to Capacity IQ® if no relevant match is found, followed by a second search across all campuses to prevent duplicate records.
Cancel dismisses the results, allowing the user to make adjustments to the case.
After choosing Create New Request or when no similar results appear, a second search is conducted across all campuses. If a near duplicate is found, users can:
Use This Existing Request to update the patient information.
Cancel to return to the Request Bed section.
The Message Unable to Create Bed Request occurs when an exact match is found after the Secondary Search, preventing the creation of a duplicate request. Users must select Close Message to dismiss the notification.
Once a bed request for an integrated destination facility has an assigned bed the Request Bed Section is split into two sections, the Assignment Details and the Bed Request Details.
The Bed Request Details section has the same information as the Request Bed Section before a bed was assigned.
The Assignment Details contains the following
Bed Number refers to the Bed ID in Capacity IQ®, representing the identifier requested in the Assigned Bed field of the Bed Request. This identifier is replaced by the bed assigned to the patient in version 2024.02 or later.
Assignment Time records the date and time when a bed was assigned to the patient in Capacity IQ®.
Bed Occupied Time marks the date and time when the patient was admitted, updating the Pt Status column to Inhouse in the Capacity IQ® list view.
The Cancel Request Button allows you to cancel a bed request.
When you select cancel, you are asked to confirm and provide a cancellation reason.
The Cancellation Reason is populated by any item in the Disposition Reason dictionary which has a Reason Usage of Bed Request Cancel.
After a placement request is submitted and the patient in house only the following information can be edited.
The Level of Care can be edited on the Outcome Tab
Users can update the Level of Care after a bed request has been placed and after the transfer case is completed (when Save > Complete Case is selected) using Transfer IQ®.
The Requested Level of Care field can be edited but not on the Outcome Tab.
Modifications to the Requested Level of Care during the placement request must be made in the Patient tab. Any updates to this field are automatically reflected in the Outcome tab.
The Requested Level of Care field is populated by the value entered in the Requested Level of Care field within the Requested Service section of the Patient tab in Transfer IQ®.
Standalone Destination Facility
Standalone Destination Facility is a Facility that is not integrated with Capacity IQ®.
You can identify one by the absence of the Capacity management Integration Information Section in the facility dictionary or by the absence of the abbreviation “CMS” in the Facility Category when you select the Info button next to a Facility Field within the Patient Tab.
There are two sections under Placement Request Information, Bed Request Details and Bed Assignment Details.
The Bed Request Details provide key information regarding bed requests.
Destination Facility is auto-populated based on the Destination field in the Patient Tab and is view-only.
Level of Care requires the user to type and select the appropriate level from a list.
Target Unit allows users to type and select the preferred unit from a list.
Date/Time for the bed request is entered using the calendar tool or selecting "Now" for the current date/time.
Bed Assignment Details tracks updates on bed assignments.
Assigned Bed requires users to enter the identifier for the assigned bed.
Date/Time for bed assignment is entered using the calendar tool or selecting "Now" for the current date/time.
Creating an Electronic Bed Request
Go to the Patient tab of a transfer case.
In the Referring Information section, enter the Destination Facility where the bed request will be made. This is required to ensure the request is directed to the correct location.
Optionally, enter the Patient’s Requested Level of Care.
Go to the Outcome tab.
Fill out any additional Bed Request information possible in the Placement Request Information section.
For facilities integrated with Capacity IQ®, you can submit the bed request electronically.
The Activate this bed request checkbox is selected by default. If you need the request to be activated at a later date/time (e.g., for future admissions), you can deselect this option. For example, a future request could be a future direct admit coming from home, being admitted prior to their procedure.
The bed request is then sent to the Capacity IQ® PreAdmit application for fulfillment by Patient Placement.
Similar Bed Request
Upon creating a bed request, the Similar Bed Request dialogue may appear. This notification means that the patient's visit already exists in Capacity IQ® PreAdmit.
If the correct patient visit is displayed, click the Use The Existing Request button and continue.
If not, either click Create a New Request or Cancel the request.
Documenting the Outcome of a Transfer Case
After the bed request is made, document the outcome of the transfer case to keep the records updated.
How to Edit a Placement Request
While in edit mode for a transfer case go, to the case's Outcome tab to display the Placement Request Information section.
Change the information in the active fields of the Bed Request Details Sent section as needed.
Save the changes to the transfer case.
Cancel a Placement Request in Integrated Mode
Go to the transfer case’s Outcome tab.
While in edit mode, select Cancel Request to display the Cancel Bed Request dialog box.
Type and select the cancellation reason from the dropdown.
Select Cancel Request to end the bed request.
You’ll see the Target Unit and Request Date fields clear.
If the bed request in Capacity IQ® is cancelled, the bed assignment column will still show the assigned bed in the Cases List.
If the bed assignment is cleared from Capacity IQ® and then the bed request is cancelled, the bed assignment column will be empty.
The Bed assignment column updates based off any changes to the assigned bed, and the bed request cancellation does not update that field.
Cancel a Placement Request in Standalone Mode
While in edit mode for a transfer case, go to the Outcome Tab to display the Bed Request Details and Bed Assignment Details.
Remove either:
The Assignment Time
The Cases List will now display the Bed Requested in the case row.
The Assignment Time and Request Time
The Cases List will display No Bed Requested in the case row.
BedRequest Sync Updates are not Working Checklist
If Bed Request sync updates do not occur, try the following:
Check for an Outage
Ensure Capacity IQ® is not experiencing an outage.
Check the Status Page for real-time updates.
Gather Information
If there are no known issues with Capacity IQ®, gather the following information before reaching out to TeleTracking Support.
Problem:
Description of what happened
Anything specific that seems unique to your problem
Scope:
How many cases is it affecting?
When did it start?
Examples
Please ensure no PHI is included
Any recent outages
Reach out to TeleTracking Support.
Please send us the previously gathered information.
Possible Duplicate Bed Request Message - Issue
If you have a bed request entered, and you update Basic Information, it’s possible that the Possible Duplicate Bed Request Message will appear. This popup indicates that an existing bed request may have been found.
You must decide to either save changes or close the message
Selecting Save Changes will push your updates through.
Selecting Close Message will clear your updates and allow you to verify that the correct patient is associated with the bed request.
Outcome Tab - Requested Level of Care
How the Level of Care Works
Functionality
The Requested Level of Care field appears on the Bed Request section of the case’s Outcome tab.
Fields
Requested Level of Care within Requested Service
Editable field under the Requested Service section under Referring Information in the Patient Tab.
Populated by the Level of Care dictionary.
Requested Level of Care within Request Bed
Read-only field on the Outcome Tab
Populated by Requested Level of Care within the Requested Service section of the Patient Tab.
The read-only Requested Level of Care in the Request Bed card displays the Requested Level of Care value populated from Referring Information. This value can be adjusted within the Patient Tab and updates will populate on the Outcome Tab.
Requested Level of Care within Requested Service
Updating the field before saving will populate the Request Bed Field in real time.
The field can continue to be updated after the bed request has been placed.
Cases imported from referrals from Referral IQ® will populate the Requested Level of Care based on the referral Level of Care field.
No Value for Requested Level of Care
If the Level of Care is not selected in the first bed request, the Requested Level of Care field is blank in edit mode and double-dashes (--) in view mode.
Context
Differentiating the initial request vs the actual level of care can help provide additional insight into decisions made during the placement process.
A Use Case
A third-party agency is requesting a patient be accepted into a facility based on a certain requested level of care. During transport, the patient goes into cardiac arrest which changes the level of care. From an auditing perspective, the receiving facility would like to know what the original requested level of care was.
When to Use Requested Level of Care
Leverage this data point to help inform workflows when the Requested Level of Care is not met.
Some examples:
Patient Satisfaction
Patient Safety
Any Financial Implications
Internal Transfer Cost (patient had to be transferred internally to another unit, cost associated with bed cleaning/transport resources)
Dictionary
There are no additional dictionaries added for the Requested Level of Care field. This is populated by the Level of Care dictionary within Capacity IQ®.
Outcome Tab - Case Disposition Section
The Case Disposition Section, found in the Outcome Tab, captures vital information about the patient's status or location following a transfer decision. It includes the Disposition (whether the patient is accepted or declined), the Reason for the decision, and records the date, time, and the name of the staff member at the referring facility who was notified of the outcome. If the patient is to return to the referring facility after treatment, the Return Agreement checkbox is selected. Users can enter or adjust these details using the calendar tool or select the current time with the "Now" option.
How the Case Disposition Section Works
Functionality
The Case Disposition Information section captures key details regarding the patient’s current location or status in relation to their transfer. This includes whether the patient has been accepted or declined for transfer and any follow-up steps.
The Case Disposition Section includes the following fields:
1. Disposition
Definition: Indicates the outcome of the transfer request, i.e., the patient's location or whether they have been accepted or declined for care.
Details: Select the appropriate status based on the decision made regarding the patient.
2. Reason
Definition: The justification for the decision to accept or decline the patient.
Details: Specify the reason behind the disposition decision.
3. Referring Facility Notified Staff
Definition: The details of the communication made to the referring facility regarding the patient’s disposition.
Includes:
Date and Time: When the referring facility was notified of the disposition decision.
Staff Member: The name of the staff member at the referring facility who was informed.
4. Return Agreement
Definition: Documents whether the patient will return to the referring facility after receiving treatment.
Details: If applicable, check the Return patient to Referring Facility upon completion of care box to indicate that the patient will return after treatment is completed.
Enter Case Disposition Information
Go to the case's Outcome tab to display Case Disposition Information section. Select the plus sign next to Case Disposition Information to expand the section if it does not appear.
Disposition
To document the disposition of a patient, including whether they have been accepted or declined for transfer, follow these steps in the Disposition section:
Type
Definition: The current status or location of the patient, indicating if they have been accepted or declined for transfer.
Steps:
Begin typing the patient’s disposition (e.g., "Accepted," "Declined").
Select the appropriate disposition from the list that appears.
Reason
Definition: The reason behind the disposition decision, required in some cases.
Steps:
Begin typing the reason for the selected disposition (e.g., "No bed availability," "Patient stabilized").
Select the appropriate reason from the list.
If the administrator has set the disposition to require a reason, a blue asterisk will appear, and you must provide a reason before completing the case.
Date/Time
Definition: The date and time when the disposition decision was made.
Steps:
The system automatically fills in the Date/Time based on when you selected the disposition.
To change the date or time:
Select Now to enter the current date and time.
Use the Calendar tool to select a different date and time or type it manually.
For manual entry, use two digits for hours and minutes (e.g., "01" for 1:00 AM, "06" for six minutes past the hour).
If using a 12-hour format, follow the time with "am" or "pm" (e.g., "106pm" for 1:06 PM).
The colon is inserted automatically as per your health system’s time format.
Referring Facility Notified Staff
Enter information about communication to the referring facility the patient's disposition:
Name
Definition: The staff member at the referring facility who was notified of the patient’s disposition.
Steps:
Type the first and last name of the staff member at the referring facility to whom you communicated the decision (e.g., "John Smith").
Date/Time
Definition: The date and time when the referring facility was notified of the patient's disposition.
Steps:
Automatically entered: The system may automatically populate the current date and time.
To change:
Select Now to input the current date and time.
Use the Calendar tool to pick another date and time, or manually type it in.
For manual time entry, use two digits for hours and minutes (e.g., "01" for 1:00 AM, "06" for six minutes past the hour).
Follow with "am" or "pm" if using a 12-hour format (e.g., "106pm" for 1:06 PM).
The colon is automatically inserted based on the time format configured for your system.
Notified Time
Definition: The exact time when the staff at the referring facility was informed of the disposition.
Steps:
Enter the time of day (e.g., 2:15 PM) that the referring facility was notified.
Return Agreement
Definition: Determines if the patient will return to the referring facility after treatment.
Steps:
If applicable, select the Return patient to Referring Facility upon completion of care checkbox.
Continue to enter Patient Transport Information.
Outcome Tab - Patient Transport Information
The Patient Transport Information section, found in the Outcome Tab, allows Patient Placement Specialists to manage and document the details surrounding patient transport from the referring facility to the destination facility. It includes key information such as transport mode, service, company, dispatch time, and contact details. Specialists can also track the estimated and actual arrival times of the patient. For external medical transport services, integrated systems provide automated updates, with specialists able to view or manage transport details. Internal transport services are also noted, and additional contacts can be added for coordination.
How Patient Transport Information Works
Functionality
The Patient Transport Information section captures the logistics and details involved in transferring a patient from the referring facility to the destination facility. It provides a clear record of how the patient will be moved, who is responsible for the transport, and when the patient is expected and has arrived. This section is essential for ensuring safe and efficient patient transfers, particularly when using external transport services.
Key Components:
Transport Details:
Mode of Travel: Identifies how the patient will be transported, such as by ambulance, helicopter, or non-medical transport.
Transport Arrangements: Specifies whether transport is arranged by the referring facility, destination facility, or an external service provider.
Service and Transport Company: Identifies the external company responsible for transport, if applicable.
Dispatch Date and Time: Indicates when the transport is scheduled to begin.
Internal Transport:
If internal transport services (i.e., services managed within the destination facility) are available, the system will automatically check the "Appropriate Internal Transport Services Offered" box.
Contact Details:
Name and Phone Number: Displays the contact information for the relevant transport service or internal transport coordinator.
ETA (Estimated Time of Arrival):
Provides the expected date and time the patient will arrive at the destination facility, ensuring that receiving staff are prepared.
Patient Arrival Details:
Tracks the actual date and time the patient arrives at the destination facility.
Notes where the patient was directed upon arrival (e.g., emergency department, ICU).
Patient Transports Made by External Medical Transport Arrangement Services:
When the referring facility arranges transport using an external medical transport service, the following occurs:
Transport Request Card:
After submission, the Transport Request card becomes read-only if the referring facility is integrated with the external service. Information automatically updates as the job progresses, such as status, dispatch, and completion times.
Managing and Viewing Trip Details:
In edit mode, you can select Manage Trip Details to view or edit the patient medical transport job in the dialog box that displays the transport arrangements service's scheduling program. Refer to Edit External Medical Transport Arrangements Requests.
When a Completed status appears next to the Transport Request card heading, make sure the case is in edit mode and then select View Trip Details on the Outcome tab to display the dialog box for the medical transport arrangements service. You can view the trip details in this dialog box. Refer to Edit External Medical Transport Arrangements Requests.
Patient Transport Information
Transport Details
Mode:
Begin typing and select the appropriate mode of transportation (e.g., ambulance, air ambulance) from the list.
Select the transport company from the dropdown menu that is responsible for the transfer.
Dispatch Date/Time:
Use the Calendar tool to select the date and time of the scheduled transport or select Now to populate the current time.
Internal Transport Checkbox:
Check this box if internal transport services within the destination facility have been offered.
Contact Details
Used to track details of individuals involved in managing the transport.
Add an Additional:
Select this option to create up to four additional contacts.
Name:
Type the full name of the transport service staff.
Phone:
Enter the phone number of the contact person.
Extension (Ext):
Enter the phone extension if applicable.
ETA (Estimated Time of Arrival)
Date/Time:
Populate the ETA using the Calendar tool to select the expected arrival date and time or select Now for the current time.
Patient Arrival Details
Date/Time:
Use the Calendar tool to enter the actual date and time of the patient's arrival or select Now for the current time.
Directed To:
Type in the specific instructions or location where the patient was directed upon arrival (e.g., emergency department, ICU).
Enter Patient Transport Information
Go to the case's Outcome tab to display Patient Transport Information section > Transport Request card.
Transport Details
Enter information about transporting the patient from the referring facility to the destination facility:
Mode:
Begin typing the means of transportation (e.g., ambulance, air ambulance) that will be used to transport the patient from the referring facility to the destination facility.
Select the appropriate mode from the list that appears.
Select the name of the transport company providing the service.
If your health system is integrated with a third-party transport arrangements service, the transport company name will automatically appear once the transport is scheduled.
If the referring facility uses RT (Real-Time), users will be able to see the company selected in the RT window and choose it here.
Dispatch Date/Time:
Enter the date and time when transportation is dispatched to pick up the patient.
Select Now to populate the current date and time.
Alternatively, use the Calendar tool or type in a specific date and time (e.g., "106pm" for 1:06 pm). The system will automatically insert the colon based on your health system’s format.
Internal Transport
If internal transport services at the destination facility have been offered, select the Appropriate internal transport services have been offered checkbox.
Contact Details 1
Enter information about your communication with the transport service:
Name:
Type the full name of the transport service staff member with whom you communicated.
Phone
Enter the phone number of the contact.
Extension (Ext.):
If applicable, type the phone extension.
Add an Additional Contact:
If there are additional contacts, select Add an additional contact to enter the name, phone number, and extension of up to three more staff members.
ETA
Enter the estimated date and time that the patient is expected to arrive at the destination facility.
Date/Time
Select Now to insert the current date and time.
Enter a different date and time by selecting with the calendar tool or by typing a date and time. See How to Use the Calendar Tool.
Type the hour and minutes using two digits for each. For example, enter "01" for the first hour of the day and "06" for the sixth minute of the hour. If you are using a 12-hour time format, follow the time with "am" or "pm" such as "106pm" for 1:06 pm.
When your cursor moves to the next field, the colon is automatically inserted in the format configured for your health system.
Patient Arrival Details
Enter information about the patient's actual arrival at the destination facility.
Date/Time
Enter the date and time that the patient actually arrives at the destination facility.
Select Now to insert the current date and time.
Enter a different date and time by selecting with the calendar tool or by typing a date and time. See How to Use the Calendar Tool.
Type the hour and minutes using two digits for each. For example, enter "01" for the first hour of the day and "06" for the sixth minute of the hour. If you are using a 12-hour time format, follow the time with "am" or "pm" such as "106pm" for 1:06 pm.
When your cursor moves to the next field, the colon is automatically inserted in the format configured for your health system.
Directed To
Type the specific directions given to transport staff as to where to bring the patient. For example, “Ambulance service instructed to bring the patient to the OR.”
Patient Code Status
Patient Code Status refers to the specific medical codes that indicate a patient's wishes regarding resuscitation or other critical care interventions. These codes guide healthcare providers on the level of medical treatment the patient prefers in the event of an emergency, such as cardiac or respiratory failure. Examples include "Do Not Resuscitate (DNR)," where no resuscitative efforts are made, or "Full Code," where all necessary measures are taken to revive the patient. The code status ensures that the patient’s preferences are respected during critical situations.
How Patient Code Statuses Work
Functionality
Purpose of Patient Code Status
Guiding Treatment Decisions: Clearly communicates patient preferences to medical staff, ensuring that care aligns with their wishes.
Legal and Ethical Compliance: Protects patient autonomy by adhering to documented medical directives, particularly in life-threatening situations.
Facilitating Emergency Response: Provides immediate clarity during critical moments, enabling healthcare teams to act swiftly according to the patient’s status.
This functionality is critical for respecting patient choices and ensuring appropriate medical interventions in alignment with their end-of-life or critical care wishes.
Examples of Common Patient Codes:
Do Not Resuscitate (DNR)
Functionality: Indicates that the patient has chosen not to undergo cardiopulmonary resuscitation (CPR) or other life-saving measures if their heart stops or they stop breathing.
Purpose: Respects the patient’s decision to avoid invasive resuscitation efforts in end-of-life situations.
Full Code
Functionality: Indicates that the patient wishes to receive all possible life-saving interventions, including CPR, defibrillation, and mechanical ventilation if needed.
Purpose: Ensures that healthcare providers initiate all emergency treatments if the patient's heart or breathing stops.
Patient Placement Specialist
The Patient Placement Specialist plays a vital role within the Operations IQ® Platform, primarily responsible for managing transfer cases from various health systems. This includes gathering essential patient information and facilitating consultations between providers. They make bed requests to the bed placement department or Capacity IQ® to ensure timely patient placement. Additionally, Patient Placement Specialists create, review, and import referrals from external care providers into the preferred facility using Transfer IQ®. They also manage permissions for both Transfer IQ® and Referral IQ®, ensuring that relevant stakeholders have appropriate access to the necessary tools and information for effective patient transfer and care coordination.
How Patient Placement Specialist Works
Functionality
The Patient Placement Specialist role within the Operations IQ® Platform is critical for managing patient transfers and ensuring seamless communication between referring facilities and receiving hospitals. This role encompasses a variety of responsibilities aimed at optimizing patient placement processes.
Key Responsibilities
Manage Transfer Cases
Oversee transfer cases initiated from other health systems, ensuring that all relevant patient information is accurately gathered.
Activities:
Collect essential patient details and medical history.
Coordinate consultations between healthcare providers for comprehensive care planning.
Make Bed Requests
Submit bed requests to the bed placement department or directly within Capacity IQ®.
Activities:
Assess available bed resources and patient needs to facilitate timely admissions.
Communicate with the bed placement team to ensure that requests are processed efficiently.
Create, Review, and Import Referrals
Use Transfer IQ® to create and manage referrals from external care providers to the preferred facility.
Activities:
Input and validate referral information, ensuring it meets the facility's admission criteria.
Review incoming referrals for completeness and accuracy.
Import referral data into the system for streamlined processing and tracking.
Permissions Management
Assign and manage user permissions for both Transfer IQ® and Referral IQ®.
Activities:
Determine access levels for various users based on their roles and responsibilities.
Ensure that sensitive patient information is securely managed while allowing necessary access for care coordination.
Purpose of the Patient Placement Specialist Role
Streamlined Transfers: Facilitates smooth transitions for patients requiring transfer between facilities, ensuring timely access to care.
Enhanced Communication: Acts as a liaison between referring and receiving facilities, promoting effective collaboration among healthcare providers.
Resource Optimization: Ensures that bed resources are utilized efficiently, reducing wait times for patients needing immediate care.
Data Management: Maintains accurate and comprehensive patient records, supporting clinical decision-making and care continuity.
Patient Type
Patient Type refers to the categorization of a patient based on their care requirements and the resources needed for their treatment. This classification plays a crucial role in effectively allocating resources and ensuring that appropriate care is provided. Examples of patient types include Inpatient, Outpatient, and Observation.
How Patient Type Works
Functionality
The Patient Categorization section is designed to classify the patient based on their clinical needs and the level of care required. This categorization helps in determining the appropriate resources and services that the patient will need during their transfer and subsequent care.
Examples
Inpatient - Patients who require admission to a hospital for at least one overnight stay.
Observation - Patients who require short-term treatment and monitoring, typically less than 24 hours, to determine the need for inpatient admission.
Patient Tab
The Patient Tab provides comprehensive details about the caller from the referring facility and the patient being transferred. It is divided into several key sections, each serving a specific purpose. The Caller Information section captures details about the contact at the referring facility making transfer arrangements. The Referring Information section documents information about the referring facility requesting the transfer. The Basic Information section covers the patient’s demographic details, primary care physician, identifiers, and payor information. The Clinical Details section captures critical demographic and clinical information, while the Assessment section includes behavioral health assessment details. Additionally, a Case Log is available for documenting notes related to the case or communication events.
How the Patient Tab Works
Functionality
The Patient Tab contains general information about the caller from the requesting facility and detailed demographic and clinical information about the transfer patient. Users can collapse sections within the tab by selecting the minus sign in the top right corner of the section header. The tab includes the following sections:
Purpose: Contains information about the contact person at the referring facility who initiates transfer arrangements.
Fields about the referring facility contact who’s making transfer arrangements.
Purpose: Provides information about the referring facility requesting the patient transfer.
Fields about the referring facility requesting the transfer of patients.
Purpose: Includes the patient’s demographic data, primary care physician, patient identifiers, and payer information (only applicable in U.S. health systems).
Covers patient demographic information, primary care physician, patient identifiers, and payor information.
Purpose: Allows entry of clinical summary information relevant to the patient.
Purpose: Provides fields for entering additional demographic and clinical information about the patient.
Covers additional Demographic information and other clinical fields.
6. Case Log
Purpose: Displays additional information not captured in specific fields within the case tabs. This pane appears to the right of all tabs in the case details.
Patient placement specialists can add notes about the case, including communication events and issues.
Events are automatically generated based on selections made in the Communication tab.
Users can document issues pertaining to the case, such as notes from consultations between physicians or to enhance clinical information.
Example: You may want to add notes during a conference between consulting physicians or to augment the clinical information.
Patient Tab - Caller Information Section
The Caller Information section on the Patient tab of a transfer case allows Patient Placement Specialists to document details about the individual calling from the referring facility to arrange a patient transfer. This section includes fields for the caller's full name, phone number, extension, and a checkbox to confirm that the caller has been notified of call recording, if applicable. Specialists can add, remove, or update caller information as needed. At least one caller’s name is required to create a case, and additional caller details can be added if necessary.
The Caller Information Section is located in the Patient tab of a transfer case.
How the Caller Information Section Works
Functionality
Patient Placement Specialists can add, remove, or update Caller Information as part of the transfer case process.
Fields in the Caller Information Section:
Full Name: The caller's first and last name.
Requirement: The name of at least one caller is required to create a case.
Phone #: The caller's phone number.
Ext.: Type the caller's phone extension, if available.
Caller has been notified that the call is being recorded:
Check this box if your facility records calls and you have notified the caller about the recording in accordance with your facility's policy.
Second Caller Information: You can add a second caller's details in the Caller 2 section if needed.
Steps to Enter Caller Information:
Open the Cases List.
Select +Start New Case to begin a new transfer case.
Locate the Caller Information section in the transfer case's Patient tab.
Enter the Caller Information in the required fields.
If your health system uses call recording, check the Notify Call Recording checkbox to confirm notification to the caller.
Steps to Update Caller Information:
Open the Transfer Case Screen for the case you want to update.
Locate the Caller Information section in the Patient tab.
Update the necessary fields with the new information.
Save the changes to the transfer case.
Patient Tab - Referring Information
The Referring Information section is designed to capture comprehensive details about the referring facility during a transfer request. Patient Placement Specialists complete this section after receiving a call regarding a transfer, ensuring a smooth transition of care. This section is critical in managing the patient's transfer and preparing the receiving facility to deliver high-quality care.
Located on the Patient tab of the transfer case screen, the Referring Information section allows users to enter, view, edit, or remove information related to the referring facility. Key fields include the Referring Facility, the Reason for Transfer, the Requested Service, the Referring Physician, the Diagnosis, the Destination Facility, and the Case Type.
How The Referring Information Section Works
Functionality
Information in the Referring Information Section can be entered, viewed, edited, or removed.
Enter Referring Information
Go to the case's Patient tab to display the Referring Information section.
Referring Facility – Enter information about the facility that requests a transfer for the patient.
Facility – Begin typing the name of the patient's facility that requests the transfer and select a name from the list that appears. The drop-down list displays the facility's name, city, and state. You can select the i icon next to the Facility Name field to display information about the facility. A box appears that displays the facility's Address, Phone, Current Date/Time with time zone, Facility Category, Enterprise in hierarchy format, Facility Notes, and Available Service Lines. If your health system is integrated with multiple instances of Capacity IQ® and the facility is defined in Capacity IQ®, then the CMS Instance name also appears. If the referring facility is associated with a medical practice account, the case automatically generates a referral on the referring facility's Referral list with an In Progress status.
Unit – Begin typing the name of the patient's unit in the facility requesting the transfer and select a name from the list that appears.
Bed # – Type the identifier for the patient's bed in the facility requesting the transfer.
Facility Notes – Patient placement specialists can select the i icon () to add or edit Facility Notes as described in Enter Physician and Facility Notes.
Note: If your Transfer IQ® application is integrated with Referral IQ® and you enter the name of a referring facility that is associated with a medical practice account, a referral automatically appears on the referring facility's Referrals list with an In Progress status at the same time that the case appears on the preferred facility's Cases list with an active status.
Referring Physician – Enter information about the physician who requests the transfer for the patient.
Name – Begin typing the name of the physician who requests the transfer for the patient and select the physician from the list that appears. The drop-down list displays the physician's name, city, and state. If your health system is in the United States and is integrated with the National Provider Identifier (NPI) Registry, the physician's primary taxonomy appears before their city and state in the selection list. (Not included for UK & DE) After selecting a physician, you can select the i icon that appears next to the Physician Name field to display information about the physician. A box appears that displays the physician's Clinical Specialties (taxonomies), Primary, Secondary, and Tertiary Contact Information, Address, and Physician Notes.
Search for a new physician — If the name of the physician that you typed does not appear in the resulting drop-down list, then the physician does not exist in your health system’s Physician dictionary.
If your health system is in the United States and integrated with the National Provider Identifier (NPI) Registry, the Search for a new physician link appears below the physician's name field. Do the following to add the physician to your health system's Physician dictionary.
Select Search for a new physician to display the Search for new physician dialog box.
Do one of the following:
Type a minimum of two letters in one or more of the following fields: Last Name, First Name, Taxonomy (physician's primary specialty), State.
Type all ten digits or the NPI Number. Do not enter any other criteria.
Select Search to display the results that match the criteria that you entered. You can sort the results by selecting the column headings.
Note: The search results originally appear sorted by their relevancy to the criteria that you entered.
Select Add next to the physician for which you want to display the physician's information. If a physician has more than one taxonomy, all the taxonomies appear separated by commas with the primary taxonomy appearing first. Hold your mouse over the physician's taxonomies that are followed by ellipses (...) to see the complete list in a tool tip.
The physician's name appears in the physician's name field in the application and is added to the Physician dictionary. The name will appear in the future when users begin typing it in the physician's name field.
Enter the following information as needed:
Phone # – The phone number that is associated with the physician appears when you select a physician in the Name field.
Ext. – The phone extension that is associated with the physician appears after you select a physician in the Name field. If no extension is associated with the physician, dashes appear in the field (--).
Physician Notes – Patient placement specialists can select the i icon next to the physician's name to add or edit Physician Notes.
Diagnosis– The nature and cause of the patient's disease or injury.
Primary Diagnosis – The diagnosis that is believed to be the primary reason that the patient needs medical attention at the current time. Begin typing the name of the diagnosis and select the diagnosis from the list that appears.
Secondary Diagnosis – The diagnosis that is believed to be the secondary reason that the patient needs medical attention at the current time. Begin typing the name of the diagnosis and select the diagnosis from the list that appears.
Protocol– Using protocols can improve quality of care and patient outcomes by standardizing treatment. Select a protocol from the list to attach it to the case. A link appears that allows you to view the protocol that you selected. When you select the link, the protocol appears in a separate window. From the window, you can download it to your local drive.
Patient qualifies for automatic acceptance - Select the box if the patient meets the criteria to be admitted without contacting a physician.
Reason for Transfer – In the Reason field, begin typing the reason that the patient needs to transfer and select a reason from the list that appears.
Requested Service – Specify the type of medical service that is requested for the transfer patient.
Specialty– Type the kind of care within the service line that is requested for the transfer patient and then select the specialty from the list that appears. Examples of specialty within the Cardiology service line include Medical, Interventional, Surgical, Renal, Pulmonary.
Requested Level of Care – This is the level of care requested from the referring facility. This is pulled from the Level of Care dictionary.
Procedure – Type the diagnostic test or surgery that is requested for the transfer patient. An example of a procedure within the Cardiology service line is Heart Catheterization.
The referring facility offers this service – Select the box if the referring facility provides the same service that is requested for the transfer case.
Destination Details – Enter information about the facility to which the patient is being referred.
Preferred Facility – Begin typing the name of the facility to which it is preferred that the patient go, then select the facility's name from the list that appears. The drop-down list displays the facility's name, city, and state. You can select the i icon next to the Facility Name field to display information about the facility. A box appears that displays the facility's Address, Phone, Current Date/Time with time zone, Facility Category, Enterprise in hierarchy format, Facility Notes, and Available Service Lines. If your health system is integrated with multiple instances of Capacity IQ® and the facility is defined in Capacity IQ®, then the CMS Instance name also appears.
The facility that you select may or may not be the facility where the patient actually goes. You can select a facility that is within your health system or outside of it. When you save the case, the Preferred Facility is added to the Target Facility Communication section on the Communication tab and to the Case Log as an event when the case is saved.
Patient placement specialists can select the i icon next to the facility's name to add or edit Facility Notes as described in Enter Physician and Facility Notes.
Destination Facility – Begin typing the name of the facility which accepts the patient, then select the facility's name from the list that appears. The drop-down list displays the facility's name, city, and state. You can select the i icon next to the Facility Name field to display information about the facility. A box appears that displays the facility's Address, Phone, Current Date/Time with time zone, Facility Category, Enterprise in hierarchy format, Facility Notes, and Available Service Lines. If your health system is integrated with multiple instances of Capacity IQ® and the facility is defined in Capacity IQ®, then the CMS Instance name also appears.
This is the facility where the patient is actually transferred. You can select a facility that is within your health system or outside of it. When you save the case, the Target Facility Communication is added to the Case Log on the Communication tab as an event when the case is saved.
Patient placement specialists can select the i icon to add or edit Facility Notes as described in Enter Physician and Facility Notes.
When you save the case, the facility name, unit, and phone number appear under Accepting Details> Facility on the Cases list.
Redirect Reason – Begin typing a reason that the preferred location does not accept the patient, then select the reason from the list that appears.
Case Type – Begin typing a description of the type of case and select the case type from the list that appears acute and severe symptoms that place the patient's health in serious jeopardy and require immediate attention such as Direct Admit, EmergentTrauma, Stroke, MI, Psych Voluntary, Psych Involuntary.
View Referring Information
Select the case's Patient tab to display Referring Information. This section displays information about the referring facility and physician that requested to transfer the patient. In addition, the section lists details about the patient's diagnosis, reason for transfer request, requested service, preferred facility, destination facility, redirect reason, and case type.
Viewing Physician and Facility Information in the Transfer Case
You can easily view details about physicians, facilities, and protocols associated with a transfer case by following the instructions below:
View Physician Information
After selecting a physician, click the i icon next to the Physician Name field.
A box will display containing the following information:
Clinical Specialties (taxonomies)
Primary, Secondary, and Tertiary Contact Information
Address
View Facility Information
Click the i icon next to the Facility Name field.
A box will display the following details:
Facility Address
Facility Phone Number
Current Date/Time with time zone
Facility Category
Enterprise in hierarchy format
Facility Notes
Available Service Lines
CMS Instance Name (if the facility is integrated with Capacity IQ®)
View Referring Facility Information
Click the i icon next to the Referring Facility Name field.
The box will show the same information as for Facility Information:
Address
Phone
Current Date/Time with time zone
Facility Category
Enterprise hierarchy
Facility Notes
Available Service Lines
CMS Instance Name (if applicable)
View Referring Physician Information
After selecting a referring physician, click the i icon next to the Physician Name field.
A box will display the following information:
Clinical Specialties (taxonomies)
Primary, Secondary, and Tertiary Contact Information
Address
View Destination Information
View Preferred Destination Details
Click the i icon next to the Preferred Destination Facility Name field.
A box will display the following information:
Facility Address
Facility Phone
Current Date/Time with time zone
Facility Category
Enterprise hierarchy
Facility Notes
Available Service Lines
CMS Instance Name (if applicable)
View Destination Details
Click the i icon next to the Destination Facility Name field.
The same details as for the Preferred Destination will be displayed.
View Protocol Information
To view protocol details:
Select the Patient tab in the case.
Navigate to the Diagnosis section.
Click the protocol name link.
Depending on your browser, options to open the protocol in a new window or download it to your local drive will appear.
Referring Facility
Facility Name: Begin typing the name of the patient's facility and select the appropriate one from the list. If you need additional details, click the blue Information icon for more information.
Unit: Begin typing the name of the unit within the referring facility and select the appropriate unit from the list.
Bed Number: Enter the identifier for the patient’s bed within the referring facility.
Referring Physician
Name: Begin typing the name of the physician at the referring facility and select the appropriate physician from the list. If more details are needed, click the blue Information icon. If you do not find the physician, and if your system is integrated with the NPI registry, you can utilize the NPI lookup functionality for more options.
Phone Number: The physician's phone number will automatically populate once selected.
Extension: If there is an associated extension, it will also automatically populate.
Primary Diagnosis: Begin typing the primary reason for the patient’s medical attention and select the appropriate diagnosis from the list.
Secondary Diagnosis: Begin typing and select the appropriate secondary diagnosis from the list (if applicable).
Begin typing to auto-populate the protocol relevant to the patient’s care. After selecting a protocol, you can click View Protocol to open or download the document for reference.
Patient qualifies for automatic acceptance checkbox: If the patient meets criteria for automatic admission without physician approval, check this box.
Reason: Begin typing and select the appropriate reason for the transfer from the list.
Requested Service
Specialty: Type to auto-populate the requested specialty service within the service line.
Procedure: Document the requested procedure (this field does not auto-populate).
The referring facility offers this service checkbox: Select this box if the referring facility provides the same service that is being requested for the transfer.
Preferred Facility
Preferred Facility: Begin typing to auto-populate the preferred facility where the patient will be transferred. Select the information button to view more details about the facility. Once the case is saved, this facility will be populated in the Facility Communication section within the Communication tab, and a log entry will be added to the Case Log.
Destination Facility
Destination Facility: Begin typing to auto-populate the destination facility where the patient will be transferred. You can use the Information button for more details about the destination facility. Once the case is saved, an event is added to the Case Log as well as the Facility Communication.
Case Type
Case Type: Begin typing to auto-populate the type of case and select the appropriate option.
Patient Tab - Basic Information Section
The Basic Information section is a crucial component utilized by Patient Placement Specialists to identify, document, and manage patient information during the creation or updating of a transfer case. Positioned on the Patient tab, this section is one of the first to be populated during the transfer request process. Effectively tracking and managing patient details here supports coordinated, safe, and efficient care across the healthcare team. The information entered in this section not only populates the case header but also reflects in the transfer case’s row within the Cases List, ensuring comprehensive visibility and accessibility of patient data throughout the transfer process.
How the Basic Information Section Works
Functionality
The Basic Information Section allows users to manage essential patient details in a transfer case. Changes made in this section must be saved to ensure they are reflected in the case. Below are the key components of the section:
1. Patient Details
Required Fields:
Last Name*, First Name*, Middle Name/Initial: As you enter the patient's name, it appears in the case header.
Suffix: Include designations like Jr or III.
DOB (Date of Birth):
Use the calendar tool or type the date in the format DDMMYY (e.g., "050917"). Formatting is automatically applied when moving to the next field.
Age: Automatically calculated based on the entered DOB.
Gender*: Select the patient’s gender.
Patient Type: Indicates the level of resources needed for the patient, drawn from the Patient Type dictionary (e.g., Inpatient, Outpatient, Observation).
Home Address: Enter the patient’s residential address.
2. Patient Identifiers
MRN: Patient's Medical Record Number.
Visit No.: Patient's visit number.
SSN: Patient's Social Security Number.
Check for Existing Patient Button: If integrated with Capacity IQ®, this button allows users to search for existing patient demographics via the Master Patient Index (MPI).
3. Primary Care Physician Information
Physician Name: Choose from the Physician dictionary. If a physician isn't listed, users can search for one.
Search for New Physician: If needed, users can search the National Provider Index (NPI) for additional physicians. Once added, a physician becomes part of the dictionary for future cases.
Provider Information: Click the "i" icon next to the Physician Name field for additional details about the provider.
Phone and Ext.: Automatically populated based on the selected physician. If no extension is available, "--" is displayed.
4. Infection Prevention
Travel History: Select Yes or No to indicate if the patient or someone they’ve been in contact with has traveled outside the U.S. within the last 21 days. This field is visible only to users in the U.S.
5. Payor Information
Admitted Status: If the patient is admitted in Capacity IQ®, the Transfer IQ® application continues to receive Payor updates until discharge.
Three Payors:
Primary Payor: The health insurance carrier responsible for first payment. Select from the list.
Secondary Payor: Enter the second health insurance carrier responsible for payment.
Tertiary Payor: Enter the third health insurance carrier responsible for payment.
Users can add, remove, or edit information in any of the above sections.
Remember to save the case after making any changes to ensure all updates are recorded
Adding a Patient’s Home Address
To add a patient’s home address in the Basic Information Section, follow these steps:
Expand Address Fields:
Select Add home address information to expand the Patient Details section and display the address fields.
Enter Address Information:
Address: Input the street name, house number, and any apartment or suite information in the Address field.
City: Enter the name of the city.
State: Enter the name of the state.
Zip Code: Input the zip code.
Save the Transfer Case:
After entering all address information, ensure you save the transfer case to confirm that the changes are recorded.
Adding Payor Information
To add payor information in the Basic Information Section, follow these steps:
Click to Add Payor Information:
Select the Add Payor Information link.
Enter Payor Details:
Primary Payor: Begin typing in the field to populate the name of the primary health insurance carrier responsible for the patient's care.
Secondary Payor: Start typing in the secondary field to add the second health insurance carrier.
Tertiary Payor: Similarly, type in the tertiary field to enter the third health insurance carrier.
Save the Transfer Case:
Once all payor information is entered, make sure to save the transfer case to ensure that the details are recorded.
Issue: Patient's Age Displays Incorrectly
Description: In the list view of Transfer IQ®, a patient's age is incorrectly displayed as 2013 years old, despite the correct date of birth (DOB) being visible when the case is opened.
Solution
Initial Input:
If the DOB was entered manually as "0009" for the year, it will temporarily display the age as 2013. Saving the case will correct the age within the case to 13, but the grid view will still show 2013.
Correcting the Age Display:
Change the DOB: Adjust the DOB to a day later than the current entry.
Revert the DOB: Change the DOB back to the original date.
Final Check:
Ensure that the age now displays correctly in both the case details and the list view.
This workaround should resolve the age display issue in the list view.
Patient Information Section
To complete the Patient Information section, ensure all required fields (marked with an asterisk) are filled out:
Last Name: Type the patient’s last name. (Required)
First Name: Type the patient’s first name. (Required)
Middle Initial: (Optional) Type the patient’s middle initial.
Suffix: (Optional) Type the patient’s suffix (e.g., Jr. or III).
Gender: Select the patient’s gender. (Required)
SSN: (Optional) Type the patient’s social security number.
This field will automatically format the first nine digits if enabled by the administrator.
When the referral is submitted, the first five digits will be replaced with x's in case details and the Cases list.
DOB (Date of Birth):
Use the calendar tool or type the date in the format of two digits for the day, month, and year (e.g., "050917").
The correct formatting will be applied automatically when you move to the next field.
Age: The patient's age will be automatically calculated based on the DOB entered.
MRN (Medical Record Number): (Optional) Type the patient’s medical record number.
This field will be visible if the administrator enabled the Include option for MRN in Security Settings.
Infection Prevention & Control Screening Section
Complete the following information to ensure the referral can be saved. All answers are required:
Travel History:
Has the patient (or someone they have been in contact with) traveled outside of the U.S. within the last 21 days?
Select "Yes" or "No."
Note: This field does not appear for users outside of the United States.
Symptoms Screening:
If yes, is the patient currently experiencing any of the following symptoms: Body Rash, Cough, or Fever?
Select "Yes" if both conditions are true:
The patient or household member traveled internationally in the last 21 days.
The patient has a body rash, cough, or fever.
Select "No" if only one condition is true.
Tuberculosis and MDRO History:
Patient Tab - Clinical Details
The Clinical Details section within the Patient tab of a transfer case is essential for documenting and viewing critical patient information. It contains fields related to the patient’s demographics, vital signs, treatments, medications, isolation status, allergies, and code status, all of which are important for ensuring accurate clinical handoffs and continuity of care during a transfer.
Go to the case's Patient tab > Clinical Details section.
How the Clinical Details Section Works
Functionality
Steps to Complete the Clinical Details Section
1. Demographics
General Patient Information: Capture essential patient details like name, gender, and date of birth.
2. Weight
Enter Weight: Input weight in either lb or kg. The system will automatically convert to the other measurement.
3. Height
Height: Enter the patient's height in the text field.
4. OFC (Occipital Frontal Circumference)
For Newborns: Enter the newborn's OFC measurement.
Vital Signs
Select Add Vital Signs to generate a new card with the current date and time. Repeat for multiple entries.
Blood Pressure (BP)
Enter the Blood Pressure value in the provided text field.
Heart Rate (HR)
Enter the patient's Heart Rate.
Respiratory Rate (RR)
Enter the Respiratory Rate of the patient.
Oxygen Saturation (SP02)
Input the SP02 (oxygen saturation) percentage.
Temperature
Source: Choose the method used for taking the temperature, such as Axillary, Oral, Ear, Rectal, etc.
If selecting Other, note the specific method in the Case Log.
Patient Tab - Temperature Source Field
The Temperature Source field is used to document the method by which a patient's body temperature is taken. This field is located within the Clinical section of the Patient tab in a transfer case record. It allows healthcare providers to capture critical information regarding patient vitals, improving communication and accuracy during the transfer process.
Available Methods:
Axillary (underarm)
Oral (mouth)
Ear (aural)
Tympanic membrane (ear drum)
Temporal artery (forehead)
Rectal
Urinary bladder
Nasal
Nasopharyngeal (nasal cavity)
Finger
Other
If Other is selected, users can manually type the method into the Case Log for further documentation.
Onset of Symptoms
Date/Time: Use the Now button or calendar tool to capture the time when symptoms began.
Time Since Onset: Automatically calculated by the system.
Contains information about actions taken to manage symptoms, disease, or condition. Select Add another treatment to add additional records.
Numerical Identifier: Starts at 1 and will increment with each treatment. Begin typing in the field to identify the treatment.
Begin typing the name of a treatment and then select the treatment from the list that appears.
Details – Type relevant details about the treatment.
Add another treatment – Select the link to expand the section and add another treatment. Type the information in the appropriate fields as described in the previous step. You can add a maximum of four additional treatments.
The actions taken to relieve or manage a patient's symptoms, disease, or condition.
Examples:
Intubated
Oxygen
IV Access
Arterial Line
Contains any information regarding isolation.
ISO Type: Type the isolation type to document.
Organisms: Specify any organisms associated with the isolation.
Contains any information regarding patient allergies.
Known Allergies: Input allergies relevant to the patient by typing the name and selecting it from the list.
Medication/Drips
Contains information about actions taken to manage symptoms, disease, or condition. Select Add another medication to add additional records.
Numerical Identifier: Starts at 1 and will increment with each medication. Begin typing in the field to identify the medication.
Dosage: Text field to enter the dosage.
Time : Text field for the time administered.
Document any specific medical condition that could affect treatment.
Medical Alerts: Type the Alert name to populate one or multiple Alerts.
Document any specific Code.
Status: Type to populate the code status from a list.
Emergent Status – Acute and severe symptoms that are placing the patient's health in serious jeopardy and require immediate attention such as Trauma, StrokeMI, Emergent. Begin typing the emergent status and select an emergent status from the list that appears.
Patient Code Status – This section displays the procedures that can be performed on a patient if the heart stops or the lungs fail such as Do Not Resuscitate (DNR), Full Code. Select the arrow and then select a patient code status from the list.
Medication/Drips
In this section record medications and the dosage and time of administration.
Begin typing the name of a medication and then select the medication from the list that appears.
Dosage – Type the dosage for the medication.
Time – Type the time that the medication was last administered.
Add another medication – Select the link to expand the section and add another medication. Type the information in the appropriate fields as described in the previous step. You can add a maximum of four additional medications.
Onset of Symptoms
Enter the date and time that the patient's symptoms began.
Date/Time Entry:
Now Button: Click "Now" to automatically insert the current date and time.
Manual Entry:
You can enter a different date and time by either selecting from the Calendar Tool or typing it manually.
When typing the time, follow the correct format:
Use two digits for the hour and minute (e.g., "01" for 1 hour, "06" for 6 minutes).
If using a 12-hour time format, include "am" or "pm" at the end (e.g., "106pm" for 1:06 pm).
The system automatically formats the time based on your health system’s configuration (e.g., adding the colon between hour and minutes).
Time Since Onset:
Once the Onset of Symptoms date and time is entered, the system will automatically calculate the elapsed time from the onset to the current time, providing an accurate Time Since Onset value.
Demographics
In this section enter general information about the patient.
Weight
Input: Enter the patient’s weight in either pounds (lb) or kilograms (kg).
If you enter pounds, the system automatically converts and displays the equivalent weight in kilograms.
If you enter kilograms, it converts to pounds.
Precision: You can enter a value with up to three decimal places.
Example: For 60.5 lb, the calculation for ounces is:
3 ounces = 316\frac{3}{16}163 = 0.1875 (rounded to 0.188).
Importance: Accurate weight is essential for transport requests.
Height
Input: Type the patient’s height in inches, including feet and inches (e.g., 5 feet 7 inches).
OFC (Occipital Frontal Circumference)
Input: If the patient is a newborn, enter the OFC in inches.
Vital Signs
Adding Vital Signs:
Click on Add Vital Signs to display the vital signs fields.
Each set automatically includes the current date and time.
You can add more vital signs by clicking the link again or remove by selecting the x in the top right.
Date/Time:
You can insert the current date and time by clicking Now or select a different date/time using the calendar tool or by manual entry.
Format: Enter hour and minutes using two digits (e.g., "01" for 1 hour).
For 12-hour format, append "am" or "pm" (e.g., "106pm" for 1:06 pm).
The cursor will automatically insert the colon based on system settings.
Vital Signs Fields:
BP: Enter the patient’s latest blood pressure reading.
HR: Enter the patient’s latest heart rate reading.
RR: Enter the patient’s latest respiratory rate.
SPO2: Enter the patient’s latest oxygen saturation reading.
Temp: Enter the patient’s latest body temperature.
Temperature Source
Input: Select the method for measuring temperature (e.g., Axillary, Oral, Rectal, etc.).
If you select Other, you can specify the method in the Case Log.
Patient Tab - Assessments Section
The Assessments section on the Patient tab of a transfer case record allows Patient Placement Specialists to document assessments conducted for the patient. Tracking patient assessments is essential for delivering high-quality, safe, and effective care while ensuring thorough documentation and communication among the healthcare team.
The Assessments section appears in the Patient tab of a transfer case.
How Assessments Work
Functionality
The Assessments section is designed to document the evaluations conducted for a patient during the transfer process. Key fields within the Assessment Card include:
Type: Choose the type of assessment being completed.
Ordered: Indicate the date and time the assessment was ordered.
Ready: Document when the assessing staff member was available to perform the assessment.
Readiness Delay Reason: Record why there was a delay in readiness, selecting from predefined options like "Cart not available," "Clerical delay," or "Patient not in bed."
Start: Log the time the assessment began.
Start Delay Reason: Select reasons for any delays in starting the assessment, similar to the readiness delay options.
End: Record the time the assessment concluded.
Assessing Staff: Enter the staff member's name if they are not listed in the National Provider Index (NPI).
Assessing Provider: Enter or search for the name of the assessing provider listed in the NPI.
Assessments can be delayed, and reasons for these delays can be documented using the Readiness Delay Reason and Start Delay Reason fields.
Multiple assessments (up to 50) can be recorded for a patient case, and users have the flexibility to add, edit, view, or remove these assessments.
Changes are saved automatically when you click outside the fields, and any selected values can be cleared by clicking the "x" in the field’s row.
Setup Assessments
Go to Admin > Data > Dictionaries.
Configure dictionary items for the Assessment Type, Staff, and Delay Reason dictionaries.
Add an Assessment
Go to the case's Patient tab > Assessment section.
Select +Add an assessment.
An Assessment Card will appear.
Enter the Assessment Details and click Save when finished.
Select Save in the Assessment Card or one of the Save menu options in the top right of the case to save all changes on all case tabs.
Delete Assessments
On the Patient tab > Assessments section select the x in the top right corner of the Assessment Details card.
The Assessment Details card clears from the Assessment Details section of the case.
Cancel Assessments
Select Cancel on the Assessment Card.
One of the following happens:
If you have not previously saved the assessment all the fields will clear.
If you have previously saved the assessment all edits change to what they were when the assessment was last saved.
Physicians
In Transfer IQ® on the Operations IQ® Platform, physicians can be categorized as Referring Physicians (who refer patients to another facility) or Targeting Physicians (who accept patients into a facility). Physician fields are populated and categorized to streamline patient transfers, with administrators adding and editing physician details according to integration levels. Categories like Targeting or Referring are optional for administrative purposes, allowing users to select physicians regardless of their defined roles.
How Physicians Work
Functionality
When adding a physician:
Input the Physician’s Details: Name, address, email, and contact methods (primary and secondary).
The contact method will appear in the Physician dictionary list after the physician's primary contact number if the platform is not integrated with Capacity IQ®.
Users can select physicians for transfers without needing to differentiate between categories (Targeting/Referring).
On-call Scheduling is unaffected by whether a physician is Targeting or Referring.
Integration Modes
The functionality and the ability to edit or add physicians are determined by the platform's integration mode.
1. Standalone (Not Integrated):
In the standalone version of the Operations IQ® Platform, you can directly add physician details manually:
Add Physician Details: Input name, address, email, and primary/secondary contact methods.
Referring or Targeting Physician: Users can select this option to specify the physician’s role in patient transfers.
Additional Contacts: You can add more than one contact method if needed.
2. Integrated Capacity IQ® or Classic TransferCenter™:
If integrated with either the classic TransferCenter™ application or Capacity IQ®, the physician's information is automatically supplied by these sources:
Editing Physician Information: Changes must be made in the original application where the physician was first added, either the classic TransferCenter™ or Capacity IQ®.
Physician Notes: In this mode, you can only add or modify physician notes through Target Communication Cards on Communication tab of the patient case, not directly from the Physician Dictionary.
Physician Notes
Physician Notes: Select Add a Note to add a new note or if you are editing or clearing a previously entered note, select the pencil icon next to it.
Adding Notes: You can enter up to 3000 characters in the Physician Notes field to add context for each physician.
Note Visibility: These notes can be viewed by clicking the "i" icon next to the physician's name. Any changes will appear platform-wide where the physician is listed.
Editing Restrictions: In integrated modes, note-editing restrictions apply, and notes may need to be updated in the original application.
For users in the U.S., physician searches can also be done through the National Provider Identifier (NPI) Registry. This is separate from the core Transfer IQ® functionality and allows users to pull physicians directly from the NPI database.
National Provider Index (NPI)
The National Provider Identifier (NPI) is a unique 10-digit identification number assigned to healthcare providers in the United States by the Centers for Medicare and Medicaid Services. As part of HIPAA standards, this identifier streamlines physician management within the Transfer IQ® application, allowing Patient Placement Specialists to efficiently locate Physicians, Physician Assistants (PAs), or Nurse Practitioners (NPs). NPI integration in Transfer IQ® is especially valuable in Command Centers, where mid-level practitioners like PAs and NPs are often contacted for patient acceptance. Through the NPI search feature, users can search for healthcare providers by their NPI number or name, enhancing accuracy and efficiency in patient placement processes.
NPI integration only exists for TeleTracking customers using our solutions within the United States.
For customers that use our solutions outside of the United States:
Clinicians need to be manually added by a TeleTracking System Administrator or can be uploaded in bulk by TeleTracking.
Note: TeleTracking is not responsible for maintaining the contents of the National Provider Index (NPI) website, however, if needed, TeleTracking will perform a sync to retrieve an updated list of providers and refresh our clinician repository that comes from the NPI website.
How the NPI Works
Functionality
Who is NPI integration for?
Issuance of an NPI does not ensure or validate that the Health Care Provider is Licensed or Credentialed. For more information please refer to NPI: What You Need to Know
The NPI Registry Public Search is a free directory of all active National Provider Identifier (NPI) records. Healthcare providers acquire their unique 10-digit NPIs to identify themselves in a standard way throughout their industry.
Individuals or organizations apply for NPIs through the Centers for Medicare and Medicaid Services National Plan and Provider Enumeration System (NPPES). After NPPES supplies an NPI, they publish the parts of the NPI record that have public relevance, including the provider's name, specialty (taxonomy) and practice address.
Steps for Searching for Physicians/Providers using NPI Integration
Type the name of the Physician/Provider who is requesting the transfer in the Name field and select from the list that appears. If the Physician/Provider does not appear, search for them via NPI Integration.
Click the Search for new physician link to begin the process of searching and adding the physician.
Enter one or more letters in any of the fields to search for a Physician/Provider. Click Search to advance. The Results List will appear.
Click the desired Physician. Note: Clicking the Add button next to the desired Physician/Provider will add them to the database so NPI won't be needed next time.
National Provider Identifier Integration
If your health system is in the United States and integrated with the National Provider Identifier (NPI) Registry, follow these steps to add a physician to your health system's Physician dictionary:
Access NPI Search: Click the "Search for a new physician" link below the physician's name field. This will open the "Search for new physician" dialog box.
Enter Search Criteria:
You can type at least two letters in one or more fields such as Last Name, First Name, Taxonomy (physician's primary specialty), or State.
Alternatively, you can enter the full 10-digit NPI Number without additional criteria.
Perform Search: Click Search to display results that match your criteria. Results are initially sorted by relevance but can be sorted by selecting the column headings.
Add Physician:
Select Add next to the physician for which you want to display the physician's information. If a physician has more than one taxonomy, all the taxonomies appear separated by commas with the primary taxonomy appearing first. Hold your mouse over the physician's taxonomies that are followed by ellipses (...) to see the complete list in a tooltip.
The physician's name appears in the physician's name field in the application and is added to the Physician dictionary. The name will appear in the future when users begin typing it in the physician's name field.
Select Add to display a card for the physician whom you selected at the top of the physician communication list. All of the icons on the card are grayed out. The most recently added physician always appears at the top of the list. After selecting a physician, you can select the i icon that appears next to the Physician Name field to display information about the physician. A box appears that displays the physician's Clinical Specialties (taxonomies), Primary, Secondary, and Tertiary Contact Information, Address, and Physician Notes.
Once added, the physician’s name will appear in the physician's name field within the application, and they will be included in the Physician dictionary for future reference.
Confirm Physician's Card:
After adding, a card for the physician will appear at the top of the physician communication list. Initially, all icons on the card will be grayed out, with the most recent physician added displayed first.
Click the "i" icon next to the physician’s name to view detailed information, including clinical specialties, contact details, address, and notes.
Update or Remove Physician's Card:
To change the position that you selected, delete the entire card by selecting the X in the card's top right and repeat the procedure to add a new card.
Patient placement specialists can select the i icon () next to the physician's name to add or edit Physician Notes as described in Enter Physician and Facility Notes. A notes available icon then appears next to the physician's information icon.
Select the following icons to indicate the status of your communication with the physician. The most recently selected icon appears in color and the time it was selected appears below the icon. The times and dates for the events are recorded in the communication history in the physician's card.
Track Communication Status:
Use the icons on the physician’s card to indicate the status of communication. The most recently selected icon will be highlighted in color, with the time and date recorded in the communication history on the card.
By integrating with the NPI Registry, this process streamlines the addition and management of physician details within the Transfer IQ®.
Using NPI Search to Find a Physician (Referrals)
When filling out the Referral Request Form, any physician or clinician with an NPI number can be entered in the Physician field. Here's how to find and populate this field:
Type the Physician's Name: Begin by typing the name of the physician or clinician. If they were used in a previous referral request, their name will appear in the drop-down menu for selection.
No Results Found: If the name does not appear in the drop-down menu or you see a "No Results" message, it means the physician/clinician hasn’t been used before.
Search the NPI Repository:
Click the Search for new physician link, identified by a magnifying glass icon.
A search window will appear for you to enter search criteria. You must enter at least two characters to initiate the search.
When searching by First or Last Name, note that results may include physicians whose names have changed (e.g., searching "Doe" may return "Jane Smith" if her previous name was Doe).
If you search using the NPI Number, all other search criteria will be ignored, and the search will be conducted based solely on the NPI number.
You cannot search only by state—additional information must be entered.
Review and Select:
Click Search to view results from the National Provider Index database.
Review the search results and click Add next to the appropriate physician.
Hover over any columns to view additional details (e.g., a cut-off address).
Adjust Search if Necessary: If you don’t find the physician/clinician, click the Back to search link to refine your criteria and try again. If you’re still unable to locate the provider, contact TeleTracking Client Support for assistance.
Submit the Referral: Once the physician’s name is populated in the appropriate field, click Submit Referral to complete the process.
NPI Mode
NPI mode means the Operations IQ® Platform is integrated with the National Provider Identifier (NPI) Registry to supply physician information. In NPI mode, the physician information automatically synchronizes with the NPI Registry and appears in view-only format in the Operations IQ® Platform. However, administrators can update Contact Information and Contact Methods on the Physician dictionary > Add or Edit Entry pages.
NPI Number
Type all ten digits of the NPI Number then select search to display results.
Adding a Physician
If the physician you’re searching for does not appear in the drop-down list, they are likely not in your health system’s Physician dictionary. To add a new physician, follow these steps:
Select "Search for a New Physician": This option appears below the physician's name field.
Enter Search Criteria: You can either:
Type at least two letters in one or more fields: Last Name, First Name, Taxonomy (specialty), or State.
Alternatively, enter the complete 10-digit NPI Number without adding any other criteria.
Perform the Search: Click Search to display results that match your criteria. Results are initially sorted by relevance, but you can adjust the sort by clicking the column headings.
Add the Physician: Once you’ve located the correct physician, click Add next to their name. If the physician has multiple taxonomies, they will be listed with the primary one first. Hover over any ellipses (…) to view the complete list.
After adding the physician, their name will populate the physician’s name field within the application, and they will be saved in the Physician dictionary for future reference.
Updating a Physician
If some of the details pertaining to a physician have been updated (e.g. a physician's last name is changed), that information can be updated by the same process used to add a new physician. Search for the physician and select Add. The physician's information will be updated in the system.
At least two characters must be entered in a field to perform a physician search.
You are unable to search solely by state. You must enter more information to perform a physician search.
When performing an NPI search using the first and/or last name fields, the results can include physicians whose name has changed. For example, if a physician's name used to be Jane Doe but has changed to Jane Smith, searching for the last name "Doe" may return a result of "Jane Smith".
If searching by NPI Number, any other search criteria entered will be ignored. The search will be performed exclusively using the NPI Number.
Using NPI Search:
Search for New Physician: Click the Search for new physician link below the Physician Name text box.
Enter Details: Type the physician’s Last Name, First Name, or NPI number (NPI must be exactly 10 digits).
Select and Add: Locate the correct physician information and click the Add button.
Physician Search Troubleshooting Checklist
About
This checklist will go through some steps to review when you are not able to search for physicians. This is focused for everyone at first and will get more complex as we go.
Part 1 - Refresh your Physician Search Basics
Refresh your understanding of how the function works if necessary.
Review the basics of the physician search function.
You can also see your current physician dictionary to review physicians have been referenced previously.
Part 2 - Understand Your Health System’s NPI Setup
Review how the National Provider Identifier (NPI) is configured in your instance.
Confirm if your facility uses the NPI integration (United States Customers) - Who is NPI Integration for?
If you do, proceed to Part 3.
If you do not, go to Part 5
Part 3 - Understand the NPI Physician Integration
Ensure the Physician is showing in the NPI Registry.
With the NPI Integration, the physician is required to be on the NPI Registry to populate in Transfer IQ®. Review the Physician Dictionary.
Confirm if the physician is found in the NPI Registry:
If they are, proceed to Part 4.
If they are not, then the physician may not have an NPI number. Refer to your leaders for their policy on how to handle this.
Part 4 - Data Gathering
Ensure you have all the information you need to open a ticket with TeleTracking Support.
Gather identifying information for the Physician(s)
First Name, Last Name
NPI number
City, State, Zip
If you know what NPI Integration Mode your Health System is using please provide
Part 5 - Request Physician Dictionary Review
Provide the Physician(s) information.
Provide what NPI Integration Mode you are using.
Support will then review the issue and provide you with expectations on when this physician could be available.
Using the NPI Registry to Confirm Physician Information - Issue
About
You search for a clinician and the results show “No records found”.
Solution
Check to see if the clinician you are looking for exists directly from the NPPES NPI Registry website.
Search NPI Records
If available, try searching for the clinician using their NPI number.
If no results are returned, try simply using the clinician’s First Name and Last Name. If the clinician has a common name, you may want to include the State in your search to narrow down your results. If you want to narrow down the returned results further, there are a variety of additional fields available as seen below.
Positions
Positions in Transfer IQ® represent the job titles of staff members, such as Behavioral Health Specialist, Social Worker, Physical Therapist, Charge Nurse, Medical Director, or Cardiologist. These positions are essential for accurately assigning responsibilities and ensuring that communication is aligned with each staff member's role. By associating staff with their respective positions, the system ensures that tasks and documentation are managed correctly, promoting efficient workflow and accountability within the healthcare team.
How Positions Works
Functionality
How to Add a Position to the Operations IQ® Platform Dictionary
Administrators can add new positions to the system to ensure they are available for assignment to staff members during communication or task documentation.
Navigate to Admin > Data > Dictionaries.
From the dropdown menu, select Positions.
Click Add Entry to input a new position.
Enter the job title (e.g., "Cardiologist").
Click Add Entry again to save the new position.
A confirmation banner will appear, indicating that the position has been successfully added.
How to Associate a Position to a Staff Member
While documenting communication or responsibilities, you can associate a position with a staff member by following these steps:
Under the staff member's name in the communication or task form, type their job title (e.g., "Charge Nurse").
If the position appears in the system, select it from the dropdown.
If the position does not appear, it means that the position hasn’t been added to the dictionary yet.
In such cases, contact an administrator to add the position to the dictionary following the steps above.
Provider Information Dialogue Window
The Provider Information Dialogue window offers a detailed and streamlined view of essential information about a physician, enhancing the user experience within the system. By simply clicking the "i" icon next to a provider’s row, users can access a comprehensive profile that includes the physician’s Clinical Specialties (or taxonomies), which outline their areas of medical expertise. Additionally, the window displays Primary, Secondary, and Tertiary Contact Information, ensuring that users have multiple ways to reach the provider if needed. The provider’s Address is also listed, offering location-based details, and any relevant Physician Notes are included for further context.
How the Provider Information Dialogue Window Works
Functionality
Accessing the Provider Information Dialogue Window:
To open the Provider Information Dialogue window, click the "i" icon next to the provider’s row.
Information Displayed:
The dialogue window presents the following details about the physician:
Clinical Specialties (Taxonomies): Lists the provider's specialties.
Primary, Secondary, and Tertiary Contact Information: Displays phone numbers, emails, or other contact methods.
Address: Provides the physician's physical address.
Physician Notes: Any additional notes relevant to the provider.
This window provides quick access to comprehensive information about the provider
Protocols
Protocols are standardized procedures proven effective in treating specific medical conditions. They help ensure consistent and high-quality care by providing guidelines based on established medical practices. Uploading protocols to the Transfer IQ® application on the Operations IQ® Platform allows patient placement specialists to attach them to cases. This enhances care quality by standardizing treatment methods, reducing variability based on individual caregiver experience, and improving patient outcomes. Only users with administrator roles can upload, edit, and manage protocols within the platform.
Go to Admin > Data > Protocols to display the Protocols list.
How Protocols Work
Functionality
What Information Appears in the Protocols List?
Protocol Name — The name that you assigned to the protocol when you upload it. By default, the protocols are listed by the Protocol Name in alphabetical order.
File Name — The name of the file with the file type extension. For example, a document that is in Microsoft® Word® appears as <name of file>.doc or <name of file>.docx. The file name does not have to be unique.
Size — The size of the file in bytes (B), kilobytes (KB), or megabytes (MB). Protocols can be a maximum of 25 MB.
Date Added — The date and time that the protocol was uploaded.
Added By — The administrative user who uploaded the protocol.
What File Types Can Be Uploaded?
Only files with the following file extensions can be uploaded: .doc, .docx, .htm, .jpg, .mp3, .msg, .pdf, .png, .ppt, .pptx, .rtf, .tif, .txt, .wav, .wma, .xps.
View or Download Protocols
Go to Admin > Data > Protocols to display the Protocols list. Select the name of a protocol in the list that you want to see or download. Select one of the options that appears: Save or Open. If you select an open option, the protocol appears in read-only mode in the default viewer for the format of the document. From this view, you can also save the protocol to your local drive. If you select a save option, you can save a copy of the protocol to your local drive. Then you can navigate to the document and open it. If the Windows® Open With dialog box appears, select a viewer for the document from the list of applications that are installed on your workstation. The document opens in read-only mode in the default viewer for the document format, such as Microsoft® Word® for .doc documents or Windows Photo Viewer for .jpg documents.
Note: Depending on the default viewer for the document type, you may be able to edit the document and save it elsewhere, but any changes made are not saved to the version of the document that is attached to the case.
Upload Protocols
Go to Admin > Data > Protocols to display the Protocols list. Select Add Protocol. The Protocols- Add Protocol page appears. Do one of the following to upload protocol documents:
If you have a folder on your local drive already open in an Explorer window, you can drag and drop protocol documents from an open Explorer window for your local drive to the Drag a Document Here to Upload area.
Select Browse and Upload Documents to navigate to a document on your local drive. Select the document that you want to upload and then select OK.
Note: You can upload one file of 25 MB or less at a time. A progress bar appears as the document is uploaded. When the upload is completed, a document icon appears. A green check mark appears next to the icon and the size of the document appears below the icon. The name of the document appears as a link which can be selected to view the document. If you upload the wrong document, you can select the X next to the document name to delete it and upload the correct document.In Protocol Name, type a unique name that is no more than 50 characters for the protocol. Select Add Protocol. The uploaded protocol appears on the Protocol list. Patient placement specialists can now select the uploaded protocol from the Protocol list in the case's Clinical Summary section of the Patient tab.
Edit Protocol Names
Go to Admin > Data > Protocols to display the Protocols list. Select the edit icon in the row for the protocol whose name you want to change. The Protocols - Edit Protocol page appears. Type your changes in the Protocol Name field. Select Save Changes to return to the Protocols list. The updated protocol name appears in the list.
Delete Protocols
Go to Administration > Protocols to display the Protocols list. Select the trash can icon in the row for the protocol that you want to delete. Select Yes, Delete when the Delete Entry message appears. The protocol clears from the Protocols list.
Note: The deleted protocol continues to appear in cases with which it was previously associated and can be viewed when the case is in edit mode. If you create a protocol with the old name but new content, the new content becomes available for selection in new cases going forward. The old content is not available to select in new cases going forward.
Set Up Protocols
Protocols are standard procedures that have been shown to be repeatedly effective for the treatment of specific medical conditions. Configuring protocols in order to attach them to cases can improve quality of care and patient outcomes by standardizing treatment.
Payor
This functionality is used in the Transfer IQ® application within U.S. health systems, particularly when the platform operates in standalone mode, i.e., without integration into Capacity IQ®. The relevant actions occur under the Payor and Payor Category dictionaries. Administrators or system managers within U.S. health systems manage and organize the payor (insurance carrier) data in the Transfer IQ® application. Payors are created, updated, or associated with categories when setting up insurance information for patient transfers, or when new insurance carriers are added.
How Payors Work
Functionality
Payor (US only) - Insurance carrier who takes responsibility for care.
Example: Aetna, Highmark Blue Cross Blue Shield, UPMC Health Plan
Standalone Mode
If your health system is in the United States and in standalone mode, administrators can create payor dictionary items if the Operations IQ® Platform is not integrated with Capacity IQ®. At the same time that you create a payor, you can associate the payor with a payor category.
Do the following to create payors:
Select Add Entry to open the Add Entry dialog box.
In the Name field, type the payor’s name.
In the Category field, begin typing the payor category and select it from the list (populated from the Payor Category dictionary).
Select Add Entry to create the payor.
If a payor is not associated with a category, double dashes (--) will appear in the Payor Categories column.
Do the following to associate a payor with a payor category:
Select the pencil icon in a payor's row to display the Edit Entry dialog box.
In the Category field, begin typing the name of the payor's category and select the category name from the list that appears. The list displays the entries from the Payor Category dictionary list.
Select Save Changes.
Note: You can edit the Payor Name if the Operations IQ® Platform is in standalone mode.
Payor Category
The Payor Category functionality in Transfer IQ®, allows U.S. health systems to organize and manage insurance carriers by grouping them into payor categories. This functionality is used by administrators or system managers in U.S. health systems who are responsible for managing and organizing insurance carriers within the Transfer IQ® application.
Payor categories are groupings of insurance carriers, typically categorized by their type (e.g., Commercial, Government). This functionality is applicable only to health systems within the United States.
How Payor Categories Work
Functionality
If your health system is in the United States:
Select the Manage Payor Categories link to go to the Payor Category dictionary to add or update payor categories.
Select the Manage Payors link to go to the Payors dictionary. Associate payor categories to payors in the Payors dictionary.
Select the pencil icon in a payor category row to display the Edit Entry dialog box. Type the change and select Save Changes to display the updated payor category name on the Payor Category dictionary. The updated payor category name also appears in the Payor Categories column on the Payors dictionary.
For health systems in the United States, payors that are associated with deleted payor categories become associated with no payor category. These payors display double dashes (--) in their Payor Categories column.
Quick Reports
The Quick Reports allow users to efficiently generate and download reports of transfer cases from the Transfer IQ® application and can be generated on-demand based on the needs of the users. enhancing the ability to review and analyze data related to patient transfers. Quick Reports can be generated by authorized users such as Patient Placement Specialists, Administrators, or any personnel with appropriate access to the Transfer IQ®.
The reports are generated and downloaded directly from the Operations IQ® Platform via the Access tab under Quick Reports.
How Quick Reports Work
Functionality
The option to generate and download an Excel file of transfer cases is built into the application.
Log in to the Operations IQ® Platform:
Begin by logging into the system where the Transfer IQ® application is hosted.Navigate to Quick Reports:
Click on the Access tab at the top of the screen.
Select Quick Reports from the dropdown menu.
Choose Report Type and Date Range:
From the available options, choose Transfer Cases as the report type.
Select the date range for the data you want to include in the report.
Generate the Report:
Click on the Generate Report button on the right side of the screen.
Download the Report:
Once the report is generated, hover over the button to the left of the printer icon.
This will provide you the option to download the report as either a PDF or an Excel file.
Referrals View
The Referrals View is used to manage incoming non-urgent electronic referral requests, providing an organized way to review and process patient referrals. This view allows users to efficiently track key details such as patient information, diagnosis, and clinical notes, helping to streamline the transfer and admission process. Users can interact with the referrals by either adding them to the Cases List for further review or directly opening the case to begin processing the transfer. This feature helps healthcare facilities manage referrals in a timely and structured manner.
How the Referrals View Works
Functionality
There are two primary ways to interact with referrals on this screen:
Add to Cases List:
Clicking the + next to the patient's name will add the referral to the Cases List but will not open the case. This is useful when you only need to gather information without making any changes.
You can view essential details such as:
Patient Name
Gender
Age
Clinical notes
Isolation status (Iso)
Referring facility
Preferred facility
Estimated Time of Arrival (ETA)
Admitting Physician
Open Case:
Clicking the File folder icon opens the referral case and adds it to the Cases List under the Cases tab. By selecting Open Now, the patient’s case information will display, defaulting to the Patient tab.
Once a referral is moved to the Cases List, it no longer appears in the Referrals tab.
Referral IQ® Integration
Department Default View:
A system administrator can save a default view for the department. However, each individual user can modify their view when logged into the system.
Referrals Tab (Referral IQ®):
If your health system uses Referral IQ®, you will see a Referrals tab, which handles incoming non-urgent electronic referral requests.
There are two ways to interact with referrals on this screen:
Add to Cases List:
Click on the + next to the patient line to add the referral to the Cases List without opening the case. This is useful for quick information access.
The following information is visible:
Name
Gender
Age
Clinical notes
Isolation status (Iso)
Referring facility
Preferred facility
Estimated Time of Arrival (ETA)
Admitting Physician
Open Case:
Click on the File folder icon to open the referral and add it to the Cases List under the Cases tab.
Clicking the Open Now button will display the patient case details on the Patient tab.
Once a referral has been moved to the Cases List, it will no longer appear in the Referrals tab.
Visibility for External Care Providers
Once you have moved a case from the Referrals tab to the Cases tab, you can begin the Transfer Case process. Throughout your process the Referring facility will receive updates via the portal to show progress and statuses for their patient. Your actions within the system trigger updates in their portal view.
These updates include when the request are statuses such as: Requested, In Progress and Accepted. The referring facility will also be able to see ETA, Admitting Physician, Target Unit, Assigned Bed, Patient Status, Occupied Bed, Admit Date/Time, Discharge Date/Time and Visit Number.
This visibility is a key benefit for our clients and their external care providers. With the portal view they do not need to make phone calls to get updates on their patient or the status of their referral request.
These updates include when the request statuses change, such as:
Requested
In Progress
Accepted
The referring facility will also be able to see:
ETA
Admitting Physician
Target Unit
Assigned Bed
Patient Status
Occupied Bed
Admit Date/Time
Discharge Date/Time
Visit Number
This visibility is a key benefit for our clients and their external care providers. With the portal view, they do not need to make phone calls to get updates on their patient or the status of their referral request.
Standalone Mode
In Standalone Mode, the Transfer IQ® application operates independently from Capacity IQ® on the Operations IQ® Platform. This means there is no integration between the two systems, and all configuration, including dictionary items, is managed entirely within the cloud-based TeleTracking solution.
How the Standalone Mode Works
Functionality
Transfer IQ® Application Standalone Mode
In standalone mode:
Bed requests associated with a case are automatically completed when the case is finished.
If you complete a case and later change the Destination Facility, the case will still appear in the Completed section of the Cases list, accessible by selecting the Completed filter in the View Cases row.
This mode is ideal for environments that do not rely on direct integration with Capacity IQ®.
Start a New Case Button
The Start New Case button allows users to initiate a new case within the Transfers section of the Operations IQ® Platform.
How the Start New Case Button Works
Functionality
To begin:
Select Access > Transfers to display the list of existing cases.
Click on Start New Case, which opens a new case details page in a separate browser tab.
As you create the case, the case header remains visible at all times, displaying key information such as:
Patient’s Name: Appears in the browser tab and case header as you type it into the Patient Details section.
Patient’s Date of Birth (DOB): Populates in the header as you enter it in the Patient Details section.
Case #: The unique identifier for the case, which appears once the case is saved.
Date Created: Displays the date and time the case was created or imported from the Referrals list. You can adjust this using the calendar tool or by typing in the date and time, with options for the current or a custom time.
Case Owner: Initially displays the name of the currently logged-in user, but you can select a different owner by typing their name.
Case Needs Review: A checkbox that flags the case for review, which can be cleared by deselecting it.
Service Line
The Service feature categorizes the medical specialties that clinicians or physicians practice within, often referred to as hospital services. Examples of service lines include Cardiology, Oncology, Obstetrics, General Medicine, and Orthopedics. This helps in organizing and managing healthcare services efficiently across different specialties.
How the Service Line Works
Functionality
In the Additional Information section, users can enter important notes regarding the service line that may be helpful to schedulers or others viewing schedules. This section can include information such as what actions to take if it is not possible to contact the on-call clinician or back-up clinician. The information provided here will be visible on the schedules for that service line.
Example:
Additional Information: If you cannot contact the on-call clinician, call x6514.
Service Line - The medical specialties that a clinician or physician practices. Service lines are sometimes called hospital services.
Example:
Cardiology, Oncology, Obstetrics, General Medicine, Orthopedics
Change the text in Additional Information. Additional information is notes about the service line that schedulers and those who view schedules might need to know. The additional information appears on schedules for this service line.
Specialty
Specialty is used to define a physician's specific area of expertise within a broader service line. Once the specialty is entered, the Associated Service Line field allows users to type and select the relevant service line that the specialty falls under, ensuring proper categorization.
How Specialties Work
Functionality
When you begin typing the name of a specialty, such as "Cardio Thoracic" or "Medical Oncology," you can also associate it with a specific service line by typing the name of the service line (e.g., Cardiology, Oncology). A list of available service lines will appear, from which you can select the appropriate one.
Example:
Cardiology service line may include:
Cardio Thoracic
Interventional Cardiology
Oncology service line may include:
Medical Oncology
Surgical Oncology
Radiation Oncology
Renal Oncology
Pulmonary Oncology
Staff
The Staff feature refers to healthcare personnel, excluding physicians, who are qualified to perform behavioral health assessments. These staff members are essential to the transfer process and are involved in key assessments and communications within the case.
How Staff Works
Functionality
Staff members are displayed in the Assessing Staff selection list located on the Assessment Details card within the Patient tab of a transfer case. They are also listed in the Target Staff Communications section on the Communication tab. Though these individuals are not included in the National Provider Identifier (NPI) registry, they play a critical role in assessing patient needs and facilitating communication during transfers.
Adding a Staff Member to the Operations IQ® Platform Dictionary as an Admin
In the Operations IQ® Platform, click on Admin > Data > Dictionaries
In the Select Dictionary drop down, select Staff
To add a person to the dictionary, click Add Entry
Provide information for the staff member and click Add Entry to save.
A green success message banner will confirm your entry has been added.
Adding a Staff Member to the Operations IQ® Platform Dictionary as an Admin
Once logged into the Operations IQ® Platform, click on Admin > Data > Dictionaries
In the Select Dictionary drop down, select Staff
To add a person’s name to the dictionary, click Add Entry
Populate the fields
Click Add Entry to save. A green success message banner will confirm your entry has been added.
Tag
How Tags Work
Functionality
The Topic feature is a categorization tool used for labeling case notes, providing an organized method to classify and flag case-related information. Topics can be applied to specific case notes, and once labeled, they can appear in a dedicated column on the Cases list, making it easier to filter and manage cases based on their content. When a topic is assigned to a case note, it becomes part of the case record and is available for inclusion in reports. This feature helps streamline the management and retrieval of case notes, particularly in situations where specific categories of information need to be tracked or reviewed, such as clinical updates or escalation actions.
By using topics, users can better organize and categorize case notes for efficient reporting and case management.
Example Topics:
Clinical
Escalation Action
Covid-19
Transfer Settings
Transfer Settings within the Transfer IQ® application allow administrators to configure communication alerts, required form fields, and physician-facility association settings for managing patient transfer cases effectively.
How the Transfer Settings Work
Functionality
Configure Transfer Settings
In the Communication Settings section of the Transfer Settings page, you can configure when an alert icon appears in the Communication Delay column of the Cases list to signify that the physician or facility has not returned the patient placement specialist's call.
In the Required Form Fields section of the Transfer Settings page, you can select which fields are required on the Edit forms (pages) to complete transfer cases in the Transfer IQ® application.
Note: By default, the patient's Last Name and First Name, patient's Gender, and Caller 1's name are required fields to create a case. Only the fields that are required to complete a case are configurable.
Configuring the Delay Timer for Alerts:
Navigate to Admin > Settings > Transfer Settings.
Go to the Communication Settings section.
In the Physician field, enter the number of minutes after which an alert icon should appear if the physician hasn’t returned the patient placement specialist’s call.
In the Facility field, enter the number of minutes for the facility response delay alert.
In the Escalation field, enter the number of minutes for an escalation alert.
Note:
Leave the fields blank if you don't want alerts.
If "0" minutes is entered, the system will automatically set it to "1", configuring an alert after 1 minute.
How to Configure Physician and Facility Association
Go to Admin > Settings > Transfer Settings to display the Transfer Settings configuration page.
Go to the Communication Settings section.
In the Physician and Facility Association section, select the Disabled toggle to change it to Enabled if you want to require that users associate a facility with a physician's communication event.
How Do I Find the Form Field That I Want to Require?
You can look up the form fields by their form field group. The form fields are sorted into groups by the sub-heading (Form Field Grouping) in which they appear on the tabs of the transfer case. For example, the MRN and Visit Number fields appear in the Patient Identifiers form field grouping on the Patient tab of the transfer case. In the Transfer Settings configuration page, the form field groups appear in alphabetical order in the Form Field Grouping column. Within each form field group, the form fields also appear in alphabetical order.
How to Make Fields Required
Go to Admin > Settings > Transfer Settings to display the Transfer Settings configuration page.
Go to the Required Form Fields section.
In the Form Field Grouping column, locate the form field grouping that contains the field you want to configure.
In the Form Field column within the form field grouping, locate the form field that you want to configure.
Note: The form field groups appear in alphabetical order. Within each form field group, the form fields also appear in alphabetical order.
In the Require field to complete case? column, set the toggle icon to the position that you want:
Yes — This option makes the form field required to close the case.
No — This option makes the form field not required to close the case. No is the default setting for all form fields.
Select Apply to Form to save the configuration for required form fields.
An asterisk appears next to the new required fields when users open an existing case in edit mode. If users try to complete a case that is already open in edit mode when new required fields are configured, they see an error message. When the users then manually refresh the edit page, asterisks appear next to the new fields that are required to complete the case.
Set Up Transfer Settings
Administrators need to make the following configuration settings:
The number of minutes after which an alert icon appears in the Communication Delay column of the Cases list.
The fields in the edit case pages which are required to close a transfer case.
Whether or not to require the patient placement specialist to associate a facility with a physician communication event.
Results
Users with the Patient Placement Specialist role can create, change, and delete transfer cases and import referrals. Users with the Administrator role can create, change, and delete certain dictionary items, protocols, and transfer settings as well as add or edit account information for patient placement specialists.
Form Fields
Form Fields in a transfer case are categorized into Form Field Groups based on their placement within different tabs of the case. This organization helps in managing and navigating the required information more efficiently during the transfer process.
Navigate to Admin > Settings > Transfer Settings. Scroll down and you’ll see the Required Form Fields section where you can toggle the requirements with an Yes/No switch.
How Form Fields Work
Functionality
Patient Identifiers Group (found under the Patient tab):
MRN (Medical Record Number)
Visit Number
These fields are logically grouped to make it easier to locate related information quickly.
Key Points about Form Fields and Groups:
Alphabetical Organization:
On the Transfer Settings configuration page, Form Field Groups are listed in alphabetical order.
The fields within each group are also arranged alphabetically for easy access and consistency.
Mandatory Fields:
Some form fields are required to complete a case. These fields must be filled out to proceed with case management.
Administrator Customization: Administrators have the flexibility to modify which fields are required for case completion. They can add or remove fields from the mandatory list based on the organization's needs.
By grouping form fields logically and offering customizable field requirements, this structure ensures efficient data entry and flexibility in handling transfer cases.
Transfer Case Screen
The Transfer Case Screen is a vital tool used by various healthcare professionals, including Patient Placement Specialists, Administrators, Transfer Center Teams, and Clinical Leaders, to manage patient transfers efficiently. Full-access Patient Placement Specialists can create, edit, and manage all aspects of a transfer case, while view-only users are restricted to viewing case details. Administrators oversee multiple cases, ensuring proper workflows and user access, while Transfer Center Teams track transfer progress and Clinical Leaders review clinical decisions and outcomes. The screen is accessed through the Transfer IQ® application, opening in a browser tab that allows simultaneous management of multiple patient records, enhancing workflow efficiency. During patient transfers, users manage cases from initiation to completion, updating information and ensuring real-time communication. To avoid data conflicts, it is essential to save changes frequently, especially when switching between systems like Capacity IQ® PreAdmit. The Transfer Case Screen centralizes patient management, providing a comprehensive platform for documenting and managing every aspect of a patient transfer, ensuring accurate communication, preventing errors, and streamlining multi-tasking across cases.
How the Transfer Case Screen Works
Functionality
Expanding/Collapsing Cases:
You can expand a case to view key details and collapse it to save screen space, making it easier to manage multiple cases at once.
Patient Case Page Overview:
The Patient Case page is organized into four main tabs: Patient, Communication, Outcome, and Documents.
On the right-hand side, a Case Log remains visible no matter which tab you are viewing, ensuring continuous access to key case updates.
Each patient case opens in a new browser tab, allowing multiple cases to be worked on simultaneously.
Managing Multiple Open Cases:
Multiple cases can be open at once, which is especially useful for working on dual or multi-monitor setups. For instance, you can have a Case list on one screen and specific patient cases open on another.
Saving Changes Reminder:
It is important to save your changes frequently, especially before switching applications. For example, if you are updating a patient's case in Transfer IQ®, save changes before opening the same case in Capacity IQ® PreAdmit to avoid conflicts. Having only one instance of a patient's case open at a time ensures data accuracy.
Navigation Tabs in Patient Case:
Patient Tab: Contains the patient's basic information and details of the case.
Communication Tab: Logs all communications related to the patient transfer case.
Outcome Tab: Tracks case outcomes, including status updates.
Documents Tab: Organizes and stores related documents for easy retrieval.
You can enter Edit Mode to make changes to a case, and you must save your work to ensure that the changes are retained in the system.
Unable to Open/Edit Transfer Case Screen - Issue
Sometimes cases cannot be opened or edited due to a browser setting that needs to be toggled.
Ensure that the pop-up blocker is disabled in the browser. Follow the steps for your specific browser.
Google Chrome
At the top right, click the ••• button then Settings
Under Privacy and security click Site settings
Click Pop-ups and Redirects
At the top, turn the setting to Allowed or Blocked
Microsoft Edge®
Click the ••• button on the upper-right side of the browser
Click Settings
Click Cookies and site permissions
Select Pop-ups and redirects and switch to toggle it between Off and On.
Safari
Select the Safari menu, and then select Preferences from the drop-down menu
The preference pane will open and then select Security
Uncheck the checkbox Block pop-up windows
Close the Preferences window
Transfer Case Screen Header
The Transfer Case Screen in the Transfer IQ® application is designed to provide an organized view of essential details related to a patient transfer case, enabling efficient and accurate management of transfers. Key information about the patient, transfer case, and its status is displayed in a way that is easy to navigate and update, with the patient's name prominently shown on the browser tab for quick identification.
Additionally, the Case Header remains visible across all tabs within the case, ensuring that crucial details are always accessible no matter what part of the case users are working on.
The Transfer Case Screen is utilized by Patient Placement Specialists, Administrators, Transfer Center Staff (Team Members), Charge Nurses and Clinical Leaders various roles within Transfer IQ®, each with different access levels and responsibilities based on their role in the patient transfer process.
How the Transfer Case Screen Header Works
Functionality
The patient's name appears on the browser tab. The case header always displays when you view the case details. The following information appears in the case header as you create the case:
The patient's name appears in the header as you type it in the Patient Details section.
The patient's date of birth (DOB) appears in the header as you type it in the Patient Details section.
The Case ID # is the identifying number for the case that appears in the case header when you save the case.
Date Created displays the date and time that the case was created or imported to the Cases list from the Referrals list. You can change the date and time. Select Now to insert the current date and time. Enter a different date and time by selecting with the calendar tool or by typing a date and time. Type the hour and minutes using two digits for each. For example, enter "01" for the first hour of the day and "06" for the sixth minute of the hour. If you are using a 12-hour time format, follow the time with "am" or "pm" such as "106pm" for 1:06 pm. When your cursor moves to the next field, the colon is automatically inserted in the format configured for your health system.
Case Owner displays the currently signed-on user's name in Last name, First name, Middle name, Suffix format.
Team can be used to assign to this case a collection of users who specialize in a particular kind of transfer case. The Team is automatically populated by the Default Team of the user who created the case. If the Team field is blank or if you want to change the team assignment, begin typing the name of the team that you want to apply to the case and select from the list that appears. Any user can select or edit the team.
Case Needs Review can be selected to flag the case for review. You can add the Case Needs Review column to the Cases list. Select the box again to clear the Case Needs Review flag.
Note: If you have the Patient Placement Specialist (View-Only) role, the Active, Upcoming, and Completed tabs of the Cases list do not display the edit icons in the case rows or the Start New Case button.
Case Header Information
The case header information displays at all times when you view, create, edit, or print the case details. The information that appears is:
Patient Last Name, Patient First Name, Middle Name, Suffix
DOB – Patient's date of birth
Date Created – Displays the date and time that the case was created or imported to the Cases list from the Referrals list.
Case Owner – Last Name, First Name, Middle Name, Suffix
Team – The name of a group of users who specialize in a specific kind of transfer case and who have been assigned to this case.
Case Needs Review – If the box is selected, the case needs to be reviewed.
Case ID # – Case identifier or number.
Any fields that do not have information entered in them display double dashes (--).
Understanding the Case Header
The case header is available regardless of what tab you have selected. We’ll review the fields available in this guide.
The fields below are displayed left to right at the top of the case window
Patient Last Name
Patient First and Middle Name
Suffix
DOB - Date of Birth
Case Owner - Last Name, First Name, Middle Name, Suffix
Case Needs Review - If the box is selected the case needs to be reviewed. You can add the Case Needs Review column to the Cases list. Select the box again to clear the Case Needs Review flag.
Case ID # - Case identifier
Ensure you reference the header often when managing multiple patients to ensure you are updating the correct records
The case header information displays at all times when you view, create, edit or print the case details. The information that appears is:
Patient Last Name, Patient First Name, Middle Name, Suffix
DOB - Patient's date of birth
Date Created - Displays the date and time that the case was created or imported to the Cases list from the Referrals list.
Case Owner - Last Name, First Name, Middle Name, Suffix
Case Needs Reviewed - If the box is selected the case needs to be reviewed.
Case ID #- Case identifier or number
Case Header Review
We’ll review what information you’ll use often when working in a Case. Reviewing the Case header often will ensure you’re working on the proper patient record. This is most commonly used by Patient Placement Specialists.
Click Access>Transfer. From the Cases Tab click the View icon to display the Case (Note, you can also click on any field in the record to open the Case).
The header information is visible at all times to ensure the proper record is being updated.
Name and Date of Birth
Both the Name and Date of Birth (DOB) appear as you type them in the Patient Details.
Date
The date will populate with the creation time, or the imported time from the Referrals List.
Case Owner
Case Owner is auto populated when the case is created. This field is able to be assigned to other users.
Case Needs Review
Used to mark the case for review by a manager.
Case ID #
Auto generated ID when the case is first saved.
Transfer Cases
Transfer requests are initiated by telephone contact from a referring facility to the transfer center staff of your facility. When the transfer center receives notification of a possible incoming transfer, the Patient Placement Specialist creates a case in the Transfer IQ® application. Transfer cases provide a means to gather information about the patient and to track the patient's progress through the transfer process. You can have the patient's information immediately at hand during a consulting conversation with the referring and accepting physicians. Creating and updating the transfer case can improve patient care, facilitate cross-department communication, and streamline the placement process for the patient. This information helps facility managers and physicians to make a decision about accepting the case. Patient Placement Specialists can create and edit cases. Patient Placement Specialists (View Only) can view cases but cannot create or edit cases.
Transfer cases populate the rows of the Cases List on the Cases View.
How Transfer Cases Work
Functionality
Transfer Cases can be created, edited, viewed, closed and completed.
Patient Placement Specialists enter pertinent information including referring facility, patient name, referring physician, requested services, as well as patient clinical information into the case.
The minimum information needed to create a transfer case is Caller 1 Name, Patient First and Last Name, and Patient Gender.
Save your work frequently:
Other Patient Placement Specialists may access the same case, and concurrent edits are allowed.
Saving often helps the system avoid data confusion.
It is best practice to:
Save immediately when you enter patient record details by clicking the Save button inside the case.
When ready to close the transfer case, select Save & Exit from the Save drop-down menu.
If your system is integrated with Capacity IQ®, save before switching applications to ensure you see the most current information.
Transfer cases can be labeled as needing reviewed.
If your system is integrated with Capacity IQ®, a lock may be placed on a transfer case to prevent it from being edited while a bed request is being handled.
Transfer cases that are Completed cannot be reopened.
Transfer cases that have been closed can be reopened.
The Transfer Case Screen of any transfer case can be opened in View or Edit Mode.
A unique Case # is automatically assigned to each transfer case when it is created.
Transfer Case information can be exported to an Excel file or downloaded in a PDF format for printing.
When a transfer case is opened from the Cases List, the Transfer Case Screen appears in a new browser tab.
The Case Owner is the user that creates the transfer case by default.
You can select another case owner from the list that appears as you begin typing.
Case Teams can be applied to a transfer case.
A Case Type can be used to categorize transfer cases and quickly identify those that should be prioritized.
Upon opening a transfer case, four tabs appear on the page: Patient, Communication, Outcome, and Documents.
The Patient Tab is displayed by default.
Each tab contains unique fields and functionality that allows relevant information to be entered about a transfer case.
You can have multiple transfer cases open at a time, which can be useful for working on multiple monitors. For instance, you can have your Case list on one screen and patient records open on another tab.
However, it is recommended to have only one instance of a specific patient's case open across the platform at one time to avoid confusion.
Create a Case
Cases can be started fresh, or pulled from Referrals, we’ll cover how to do both.
Create a New Case
From the Cases List tab (Access>Transfers>Cases), click +Start New Case.
A blank case opens in a new browser. Enter the required information and click Create Case.
Go to Access > Transfers to display the Cases list.
Select +Start New Case.
Fill out the case information.
Select Create Case.
You can also select Create Case & Exit from the drop-down beside the Create Case button to save your field selections as a new case and close the case browser tab.
The Create Case button will change to a Save button and a confirmation banner will appear across the top of the screen.
Add a Referral to the Cases List
From the Referrals List tab (Access>Transfers>Referrals), click the + (Add to List) button.
A transfer case will be created from the Referral.
The new transfer case will be moved to the Cases List for you to manage later.
Open a Referral to Create a Transfer Case
From the Referrals List tab (Access>Transfers>Referrals), click the Folder (Open and Add to Cases List) button.
A transfer case will be created from the Referral.
A new tab will open with the Transfer Case Screen for the newly created transfer case.
The transfer case will now appear on the Cases List
Saving & Closing a Case
Click the Save & Exit button inside the case.
Do not click the X on the browser tab, as this may close the case without saving your work.
Using the Save & Exit button ensures all details are saved prior to closing.
Unable to Create/Edit Cases - Checklist
This checklist will go through some steps to review when cases cannot be created or edited.
Rule out the Basics: All-purpose troubleshooting steps to try to narrow down where the problem is.
The quickest way to fix an issue may be to close and relog into the application.
Review Refreshing your Login and Troubleshooting before proceeding.
Check for Outages
Check the Status Page for any open issues.
Review Cases
Information Gathering
Open up a ticket with TeleTracking® support. We will normally ask for the below information when troubleshooting these issues:
Problem:
Description of what happened
Anything specific that seems unique to your problem
Scope:
How many cases is it affecting?
When did it start?
Is it affecting one user or multiple users?
Examples:
Date/Time transfer case was created
When transfer should have shown
A way to identify the record without sharing PHI via chat
Referring/Destination Facility Information
Transfer Case Details
Patient Placement Specialists are responsible for entering and editing case details, while users with view-only roles can access case details but cannot make changes. Case details are typically entered when a patient transfer case is initiated, usually during communication between the referring facility and the Patient Placement Specialist. Case edits can be made during the active transfer process and after the placement request has been sent, with some restrictions based on the integration with Capacity IQ®. Managed within the Transfer IQ® application in the Operations IQ® Platform, cases can be accessed via Access > Transfers. Entering case details ensures that critical information such as diagnosis, transfer reason, and destination facility is accurately captured, facilitating a smooth transfer process. Updating case details is essential, especially when adjustments to bed requests or assignments are necessary in integrated systems. Accurate documentation supports seamless communication between facilities and enhances the efficiency of the patient transfer process.
How Case Details Work
Functionality
Any information or data entered into fields, screens, or tabs within a transfer case is considered a Case Detail. Each section on the various tabs within the transfer case represents a different aspect of the case's details. These details help manage the patient transfer process effectively and ensure that the transfer aligns with medical needs and facility availability.
Sections and Tabs for Case Details
The Case Details are entered and viewed through multiple tabs in the Transfer IQ® application. These tabs include:
Fields: Reason for Transfer, Diagnosis, Patient Name, Gender, Destination Facility, Case Type, Referring Physician, etc.
Integration: Syncs with external systems like National Provider Identifier (NPI) for quick provider lookup and integration with Capacity IQ® if applicable.
Note: When adding a Referring Physician/Provider, the Patient Placement Specialist may find that the Physician has already been previously used and is already available in the drop-down or they can very quickly and easily look them up using National Provider Identifier (NPI) Integration Registry.
Fields: Logs communication between providers and facilities, tracking the transfer process.
Fields: Bed Request, Bed Assignment, Level of Care, Transfer Status (Admitted, Inhouse, Discharged), Payor information (if applicable), and transport details.
Integration: Syncs with Capacity IQ®. Changes made in Transfer IQ® automatically update in the suite, and vice versa, particularly for bed requests and assignments.
Fields: Attachments related to the patient’s transfer, including medical records, consent forms, or transport details.
Note: Much of the information that appears in the cases is supplied by the Transfer IQ® application dictionaries. If no information exists in the dictionaries, dashes appear in the field (--). For example, the Transfer IQ® Physician dictionary may include John Stevenson without a phone extension. Where the phone extension field appears in the Transfer IQ® application when John Stevenson is selected, double dashes appear to denote that the information is not known.
Expand and Collapse Sections of the Case Details
All sections of the case details appear expanded by default.
Select the section header to collapse it and simplify your view of the case details page.
Select the section header again to expand it and see its details.
View Case Details
Who Can View Case Details
Users who have the Patient Placement Specialist role can view the details about cases.
To View Case Details from the Cases List
select the View icon to display the <Patient Name> case details page in view-only format in a new browser tab.
Go To View Case Details
Select Access > Transfers to display the Cases list.
In the case's Action column on the left, select the view icon to display the <Patient Name> case details page in view-only format in a new browser tab. The patient's name appears on the browser tab.
Note: If you have the Patient Placement Specialist (View-Only) role, the Active, Upcoming, or Completed tabs of the Cases page do not display the edit icons in the case rows or the Edit Case button.
Exit Case Details View
Select the Exit link to close the case details browser tab. The next open case details browser tab appears. If there are no other case details browser tabs open, the Cases list appears.
How Data Syncs Between Applications
In the Transfer IQ® application, users with the Patient Placement Specialist role can edit case details. The ability to modify certain fields depends on whether the application is in Integrated Mode (with Capacity IQ®) or Standalone Mode (without integration).
Integrated Mode: If the Transfer IQ® application is integrated with Capacity IQ® and the destination facility is within your health system, the following updates are possible:
After the placement request is sent, you can update non-bed request fields in Transfer IQ®. You can also modify the Level of Care and Activate Bed Request fields. These changes are automatically communicated to the Capacity IQ®.
Once the patient has an Admitted status, the Payor field is only updated by Capacity IQ® until the patient is discharged. The Payor field is specific to U.S. health systems.
After the placement is completed and the patient is Inhouse, you can update the Level of Care and other non-bed request fields in Transfer IQ®. Case updates continue to sync with Capacity IQ® until discharge.
Once a case is marked as Completed, only specific fields remain active for edits, including the Level of Care for the bed request.
Standalone Mode:
In standalone mode, where Transfer IQ® is not integrated with other systems, all fields can be manually updated without syncing with other platforms.
Data Flow and Syncing Process
Initial Data Entry:
The Patient Placement Specialist enters information like patient details and facility preferences. If the system is integrated, these details are synced with Capacity IQ® immediately.
Bed Request & Assignment:
Once a bed request is sent, the data flows between the two systems, updating bed availability and patient status in both Transfer IQ® and Capacity IQ®.
The Level of Care and Activate Bed Request fields are synced between the systems until the patient is discharged.
Status Updates:
As the patient progresses through the transfer process (Admitted, Inhouse, Discharged), status updates are automatically synced.
Payor Information:
The Payor field is synced in real-time, but after the patient is admitted, the Payor field is only updated by the Capacity IQ®.
When Data Fields are Greyed Out
Placement Request Sent:
Once a placement request is sent, certain fields related to the bed request and assignment become greyed out (inactive) in Transfer IQ®. However, the Level of Care and some fields not related to bed requests remain editable.
Bed Request in Progress:
If a bed request is in progress, certain actions may become unavailable (greyed out) until the bed request process is completed.
Completed Cases:
After the transfer case is marked as Complete, most fields become greyed out. However, some fields, such as Level of Care, can still be updated, depending on the system setup.
Important Considerations
Real-Time Syncing: If the destination facility is part of the same health system and both platforms are integrated, updates are sent in real-time. This minimizes delays and ensures the information is accurate.
Manual Updates in Standalone Mode: In standalone mode, syncing is not automatic, and fields are manually updated.
Visibility: Users with view-only roles can see all the case details but cannot make changes.
Transfer Case - Saving Cases
How Saving Cases Works
Functionality
Saved New Changes - Information Message
If your case receives an update and you have not loaded the changes you may see an informational message letting you know to refresh to pull the most recent updates. This ensures you have the most accurate information in front of you before providing your updates.
Review the error to ensure you understand the outcome.
Understand unsaved changes made will not be saved upon refresh and notate them down
Click refresh to load the most updated information
Close Cases without Updating
You can close the case details without making any changes to it. Select the arrow next to Save. The Save button is inactive (gray) if you have not made any changes. Select Close from the list that appears. The case details close and the Cases list appears.
Save Case Updates
After making changes to the case details the Save button becomes active and you can select one of the following:
Select Save to save your updates and remain on the Case details browser tab in view-only mode. To continue making changes to the case select Edit Case.
Select the arrow next to Save and then select Save & Close to save your updates and close the case details browser tab. The next open case details browser tab appears. If there are no other case details browser tabs open the Cases list appears. Your updates appear when the browser next automatically refreshes (every 30 seconds).
Select the arrow next to Save and then select Save & Print to save your updates and open a print preview in a report viewer window.
Select the arrow next to Save and then select Complete Case to save your updates and complete the case.
If the case has already been completed you can select the arrow next to Save and then select Reopen Case to save your updates and reopen the case.
Note:
If the Transfer IQ® application is integrated with Capacity IQ® and the selected Destination Facility is within your health system the Save & Close Save & Print and Complete Case or Reopen Case options appear in the Save list. If the Transfer IQ® application is not integrated with Capacity IQ® and the selected Destination Facility is not within your health system the Save & Close and Save & Print options appear in the Save list.
Saving Cases
There’s a few ways to save cases. We’ll go through the different ways this can be done. This action can be completed by anyone interacting with a transfer case.
Save often to make sure everything is up to date!
Simple Save
Selecting Save will push updates and remain on the Case details tab. Your case will reload in View Only mode.
Save and Close
Click on the dropdown next to save to populate the additional save options.
Select Save & Close.
This will close the browser tab and navigate you back to any other open cases or the Cases List if none are open.
Your updates appear upon next refresh (every 30 seconds).
Save and Print
Click on the dropdown next to save to populate the additional save options.
Select Save & Print to push updates and open a preview window to print from.
Complete Case
Click on the dropdown next to save to populate the additional save options.
Select Complete Case to save updates and complete the case.
Reopen Case
Click on the dropdown next to save to populate the additional save options.
If your case was previously Completed then select Reopen Case to push updates and reopen.
Grayed Out Save Button
If you are unable to save a case because the Save button is greyed out, it usually means that there is no information available to save to the case. However, you can try making a small edit in a single text field, such as adding an extra space or a period, to see if the Save button becomes visible again.
Non Save Button Changes
If a user makes an edit to the following portions of a patient case record it does not require the user to click Save:
Document Tab
Changes where Save Button Required
If a user makes a change to the following portions of a patient case record, the user must click the Save button:
List
Sub List
Date Created
Case Needs Review (checkbox)
Transfer Case - Printing Cases
A printable copy of the case details can be saved to a local computer, attached to an email, or printed and shared.
How Printing Transfer Cases Work
Functionality
View a Printable Transfer Case
Why View Printable Transfer Cases?
The destination facility or floor nurse needs to know the patient details that have been collected in the case form so that they can provide appropriate care for the patient. A printable copy of the case details can be saved to your local computer and attached to an email or printed and given directly to caregivers.
What Does the Printable Case Show?
The printable case displays all of the fields in the case. If no information has been entered the fields display double dashes (--).
Note:
The name of the protocol appears but the protocol document is not attached to the printable case.
Who Can View or Print Transfer Cases?
Users who have been assigned the Patient Placement Specialist role can print transfer cases.
A printable copy of the case details can be saved to a local computer, attached to an email, or printed and shared.
How to Print Transfer Cases
Access the Case:
Navigate to Access > Transfers to display the Cases list.
Print Options:
While viewing a case: Select the print icon in the top-right corner of the screen.
While editing a case: After making changes, select the arrow next to the Save button and choose Save & Print.
Without changes in edit mode: If no changes were made, select the arrow next to the inactive Save button and choose Print.
Print Options Dialog Box:
Select whether to exclude or include case issues in the printout by checking or unchecking the box next to Exclude Issues.
Click Print to generate the print preview.
Preview Interaction:
Use the magnifying glass to search the preview.
Navigate pages with the arrow buttons or by entering a page number.
Adjust magnification with the enlarge/reduce icons or view the whole page.
After saving case changes, click the refresh icon to update the preview.
Print:
Click the print icon to open the Print dialog box, select your desired print options, and confirm with OK.
Edit Case Details
Cases can be easily accessed and edited through multiple methods to ensure seamless updates.
Edit Case Details
Once in Edit mode, you are able to change information in any active field. Certain fields can be Inactive/Greyed out for different reasons.
Try to avoid staying in Edit mode longer than needed to ensure your data is updated as you add it.
When a patient case record is open in Edit mode, the system checks for the new updates every 5 seconds. If another user in Transfer IQ® makes an update, the system provides a message indicating the name of the person that made the edits. If another user in Capacity IQ® makes an update, the system provides a message indicating it was a Capacity IQ® user but will not display the specific user's name at this time. The user is then prompted to refresh the page to see the new saved updates and continue with their edits. Any unsaved changes upon refresh will not be saved.
Transfer Case - Completing Cases
Completing a case signifies that all required procedures have been successfully carried out and the patient has been transferred and arrived at the designated facility. This action is similar to archiving the case, ensuring that it is finalized, and no further active steps are needed. However, the completed case remains accessible for future review or necessary edits, maintaining a record of the transfer process for accountability and potential follow-up.
Completed cases can be edited if the Transfer IQ® application is integrated with Capacity IQ® and the selected Destination Facility is within your health system.
How Completing Cases Work
Functionality
Pop-Up Alerts: Ensure all required fields are filled to avoid pop-up alerts.
Editing Completed Cases: Completed cases can be updated and saved as needed.
Worklist Access: The Worklist provides an alternative method to manage and complete cases.
When Can I Complete Cases?
When all of the required fields are completed, you can complete the case.
Integrated Mode
If the Transfer IQ® application on the Operations IQ® Platform is integrated with Capacity IQ® cases that have pending bed requests cannot be completed. If the Transfer IQ® application is integrated with Capacity IQ® and the selected Destination Facility is within your health system you can complete the case.
Standalone Mode
If the Transfer IQ® application is in standalone mode (not integrated with Capacity IQ®) and cases have bed requests then the bed requests are automatically completed when the case is completed. If the Transfer IQ® application is not integrated with Capacity IQ® and you have completed the case if you change the Destination Facility then the case continues to appear on the Cases list when you select the Completed filter in the View Cases filters row.
Go to the <Patient Name> edit page. Verify that the fields that are required to complete a case are completed. The required fields are configured by the administrator and display a blue asterisk. Select the arrow next to Save and select Complete Case from the list that appears. Confirm your selection in the dialog box that appears. If all of the required fields have been completed the completed case appears on the Cases list when you select the Completed filter. The transfer case appears in the Cases list without the Edit link. The case timer is stopped. The case header displays a date and time next to Date Completed. If required fields have not been completed those fields are outlined in red with red text and a red icon appears next to the field and on the corresponding case tab. Supply the missing information and complete the case.
Steps to Complete a Case
Ensure All Steps are Complete:
Verify Required Fields: Confirm that all necessary fields are filled out. Required fields are indicated by a blue asterisk.
Address Missing Information: If required fields are incomplete, they will be highlighted in red with a red icon next to the field and on the corresponding case tab. Provide the missing information before proceeding.
Access the Case:
Ensure you are on the correct <Patient Name> edit page for the active case you intend to complete.
Complete the Case:
Click the Drop-Down Arrow: Locate the drop-down arrow next to the Save button at the top right corner of the screen.
Select "Complete Case": From the drop-down menu, choose the Complete Case option.
Confirm Completion: A confirmation dialog box will appear. Click Yes, Complete Case to finalize the process.
Viewing Completed Cases:
Filter for Completed Cases: To view cases that have been closed, select the Completed radio button in the Cases tab.
Edit or Update Completed Cases:
Access Completed Cases: Click on the case in the Completed Cases List to display it.
Make Edits: Once displayed, you can make necessary updates and click Save or use Save & Close or Save & Print from the drop-down list.
Alternative Completion via Worklist:
Cases can also be completed through the Worklist screen, and completed cases can be edited directly from this view as well.
Transfer Case - Reopening Cases
If a case was completed prematurely, accidentally, or requires updates, it can be reopened to allow for further modifications. Reopening the case ensures that any necessary changes or additional information can be added, preventing the need to start a new case from scratch. Patient Placement Specialists, supervisors or Administrators are responsible for reopening cases that were accidentally or prematurely completed, or if the case requires updates.
How Reopening a Case Work
Functionality
Reopen a Case
You can reopen completed cases if:
The case has a bed request in Canceled status or no bed request.
If a case was completed prematurely, accidentally, or needs to be updated, follow these steps to reopen a case.
The case has a bed request in Requested or Assigned status with a Destination Facility that does not exist in Capacity IQ®.
Confirm you are reopening the correct case.
To reopen a case in Transfer IQ®, follow these steps. First, navigate to Access > Transfers and select the Completed filtering option to display all completed cases. From the list, choose the name of the patient whose case you wish to reopen, which will take you to the <Patient Name> edit page. Next, click the arrow next to Save and select Reopen Case from the dropdown list. Confirm your selection in the dialog box that appears. Once reopened, the case will become active and be displayed on the Cases list based on your application's configuration and the estimated time of arrival (ETA).
If your system combines the Active and Upcoming tabs, the case will appear under the Active tab.
If the case’s ETA is a current or past date, it will appear when you apply the Active filter.
If the ETA is a future date, the case will appear under the Upcoming filter.
For cases that cannot be reopened, verify if the bed request is completed, as cases with completed bed requests cannot be reopened.
The following criteria must be met for a case to be reopened:
The case has a bed request in Canceled status or no bed request.
The case has a bed request in Requested or Assigned status with a Destination Facility that does not exist in Capacity IQ®.
Note: If the case has a Completed bed request it cannot be reopened.
Transfer Case - Locked Cases
A locked case occurs when a bed request is in progress, preventing any modifications to the case. If you attempt to edit the case during this time, the system will display the message: “You cannot modify this case right now because a bed request for the patient is in progress. You can modify this case once the bed request process is complete.”
How Locked Transfer Cases Work
Functionality
Prevention of Edits: While a bed request is being processed, the case is locked to prevent any modifications that could interfere with the ongoing process.
Message Notification: The system alerts users that the case is locked and provides a clear message explaining why edits are not allowed at the moment.
Automatic Unlock: Once the bed request is completed, the case becomes unlocked and can be edited again as needed.
Solution
On handling a submitted bed request, a lock is put on the case and you will receive a dialog box with one of the following 3 messages:
Unable To Create Bed Request
Possible Duplicate Bed Request
A Similar Bed Request Exists
You will have to chose an action to release the lock:
Cancel
Close Message
clicking on the X icon to close the window
If you do not perform any actions and close the browser or the browser tab, there is no other way to return to this popup model.
The case is temporarily locked, and you will have to wait 10 minutes for it to automatically release.
Transfer Reason
The reason that a patient needs to be transferred from one facility to another. This is typically due to the patient's need for specialized care, equipment, or treatment that the current facility cannot provide.
Transfer Reason can be accessed by clicking admin > Data > Dictionaries > Transfer Reason
How Transfer Reasons Work
Functionality
The functionality for a patient transfer refers to how the healthcare system or platform allows users to document, track, and manage the reasons behind transferring a patient from one facility to another. This functionality ensures that the transfer is justified, properly logged, and communicated to all relevant parties
Reason a patient would need to be transferred from one facility to another.
Examples:
Lack of Capacity, On-Call Specialist Not Available, Family Request, Patient Needs Higher Level of Care, Psych-Involuntary, Psych-Voluntary
Transport Arrangements
The person or company who coordinates transportation for the patient. This could be a service that is internal to your health system or external to your health system (a third-party transport arrangements service). The transport arrangements service locates and schedules an available transport company that can meet the requirements selected. At least one item must be configured in this dictionary to display the Transport Arrangements field on the case's Outcome tab. If the case's referring facility is integrated with a third-party transport arrangements service (external to the health system), the name of that service does not have to be entered in the dictionary. The service's name automatically appears in the case's Transport Arrangements list.
Transport Arrangements can be accessed by clicking admin > Data > Dictionaries > Transport Arrangements.
How Transport Arrangements Work
Functionality
The functionality of Transport Arrangements in a healthcare system is to manage and coordinate patient transportation efficiently, ensuring that the appropriate transport service is scheduled and assigned based on the patient's needs. This functionality plays a key role in facilitating seamless transfers between facilities or departments.
Examples:
Transport Agent
Hospital Transportation Department
Third-Party Coordination Service
Transport Company
The vendor that provides transportation for the patient. The dictionary's items appear in the list for the Transport Company field in the case's Outcome tab.
Transport Company can be accessed by clicking admin > Data > Dictionaries > Transport Company
How the Transport Company Works
Functionality
The Transport Company functionality in the system serves the purpose of documenting and selecting the vendor responsible for transporting a patient during a transfer.
Examples:
City Transport Company
Medical Taxi Company
East Side Delivery Company
Transport Mode
Transport Mode is the way that a patient is transported from one facility to another when being transferred. The Patient Placement Specialist, Transfer Center Agent, or other healthcare professionals involved in managing the transfer of a patient.
Transport Mode can be accessed by clicking admin > Data > Dictionaries > Transport Mode
How Transport Mode Works
Functionality
Each decision around the transport mode is driven by the patient’s medical condition and the urgency of care required.
The following seed dictionary items appear by default in the Transport Mode dictionary:
Medical Sedan
Taxi
Wheel Chair Accessible (self transfer)
Wheel Chair Van (with lift)
Stretcher Van (non-medical)
Secure Psychiatric Transport Vehicle
BLS Ambulance
BLS Bariatric Ambulance
ALS Ambulance
ALS Bariatric Ambulance
SCT/CCT Ambulance
Fixed-wing Ambulance
Rotor-wing Ambulance
Rideshare
Privately Owned Vehicle
Law Enforcement
Treatment
Treatment refers to the actions or interventions taken by healthcare professionals to alleviate, manage, or cure a patient's symptoms, disease, or condition. These treatments are selected based on the patient's diagnosis, overall health status, and specific needs, forming part of a broader care plan.
Treatments can be accessed by clicking admin > Data > Dictionaries > Treatment
How Treatment Works
Functionality
Examples of Treatments:
Intubation: Involves the insertion of a tube into the patient's airway to assist with breathing, often used in cases of respiratory failure or during surgery.
Oxygen Therapy: The delivery of oxygen to a patient to address conditions like hypoxemia (low blood oxygen levels), often used for conditions such as chronic obstructive pulmonary disease (COPD) or acute respiratory distress.
IV Access (Intravenous Access): The insertion of a needle or catheter into a vein, allowing for the administration of fluids, medications, or nutrients directly into the bloodstream.
Arterial Line: A catheter placed into an artery, typically used for continuous blood pressure monitoring or frequent blood sampling, especially in critically ill patients.
These treatments form part of a structured approach to care, aimed at stabilizing the patient, relieving symptoms, and improving their overall condition. Depending on the severity and nature of the illness, treatments may involve ongoing monitoring, follow-up, and adjustments as needed.
Transfers View
The Transfers View enables healthcare staff to manage, monitor, and process patient transfers efficiently between departments or facilities. Administrators are responsible for configuring the system to ensure smooth operations by minimizing delays, assigning patients to suitable facilities, providing physicians with the necessary information, and enabling users to accept transfer requests and send bed requests. This setup ensures that patient transfers are efficient and well-coordinated.
You can access the Transfer View by clicking Access > Transfers.
How the Transfers View Works
Functionality
1. Patient Transfer Information:
Patient Details: Name, ID, current location, destination, and medical status.
Transfer Status: Whether the transfer is Active, Upcoming, or Completed.
Transfer Requests: Requests initiated for a patient transfer, including reasons (e.g., bed availability, need for specialized care).
Time Stamps: Key time markers for when the transfer was requested, accepted, and completed.
2. Transfer Workflow Management:
Pending Transfers: A list of transfers that are awaiting approval or action.
Completed Transfers: Historical data on transfers that have been completed, which is useful for auditing or tracking efficiency.
3. Communication Tools:
Alerts and Notifications: Staff may receive notifications about transfer updates, such as when a transfer is ready to be initiated or completed.
Assignment of Responsibility: Assigning specific staff members to handle the transfer, ensuring accountability throughout the process.
4. Facility and Bed Availability:
Bed Locations: Display of available beds in the target facility or department, which can help streamline transfer decision-making.
Capacity Insights: Information on current bed occupancy rates, allowing staff to find the best destination for the patient.
5. Approval and Authorization Process:
Approval Chains: Some systems require approval from a manager or clinical director before a transfer can take place.
Authorization Levels: Different levels of access may allow certain users to approve, deny, or modify transfer requests.
6. Integration with Other Systems:
Electronic Health Record (EHR) Integration: The Transfers View may be linked with EHR systems to automatically update patient medical records with transfer information.
Cross-Department Communication: The platform might offer real-time communication between sending and receiving units or facilities to coordinate transfer logistics.
7. Analytics and Reporting:
Transfer Metrics: Reporting on the number of transfers, average time to complete a transfer, and any delays or bottlenecks.
Why Do I Need to Prepare to Accept Transfers?
The Transfer IQ® application can streamline the transfer process and help patients quickly get the care that they need. However, there is some initial configuration that administrators need to do to make sure that:
Patients are accepted into a facility quickly with minimum delay.
Patients are assigned a facility that is suitable for the care that they need.
Physicians have all the information that they need to evaluate the transfer request.
Users can accept transfer requests and send bed requests.
Results
Users with the Patient Placement Specialist role can create, change, and delete transfer cases and import referrals.
Users with the Administrator role can create, change, and delete certain dictionary items, protocols, and transfer settings as well as add or edit account information for patient placement specialists.
Transfers Menu Visibility - Checklist
About
After logging in, if you are unable to see Transfers menu, follow these steps.
Part 1 - User Permissions
Specific roles and/or Active Directory groups are required for the ability to see the Transfers menu within Transfer IQ®.
Confirm you have the necessary permissions.
Reach out to your system administrator for further assistance.
You will need to reach out to your facility’s internal TeleTracking admin, a supervisor, or your internal Help Desk if:
you had the ability to see an area in the application, and now you don’t.
you would like to have new permissions added to your user profile.
TeleTracking is unable to change any permissions on a client’s production system.
Part 2 - Clear Cache
If you have the required permissions but do not see the Transfers tab, try these steps:
The quickest way to fix an issue may be to close and relog into the application.
Review Refreshing your Login and Troubleshooting..
If that doesn't work, reach out to your Help Desk. They’ll be able to confirm if something was overlooked, if there is a larger scope issue, or there is a problem that TeleTracking Support will have to review.
Part 3 - Check Status
Check the Status Page for any open issues.
Unable to See Transfers Menu - Issue
Check if you have the right permissions or active directory group assigned.
Necessary permissions:
For Transfer IQ® + Capacity IQ®: Administrator, Patient Placement Specialist, Capacity IQ® User roles
For Transfer IQ® + Capacity IQ® with Referral IQ® enabled: All the above and External Care Provider roles
For Transfer IQ® Standalone: Patient Placement Specialist role
Reach out to your system administrator for further assistance.
You will need to reach out to your facility’s internal TeleTracking admin, a supervisor, or your internal Help Desk if:
you had the ability to see an area in the application, and now you don’t.
you would like to have new permissions added to your user profile.
TeleTracking is unable to change any permissions on a client’s production system.
Unit
A unit is a specialized area where patients with similar medical needs are cared for. Examples include the Intensive Care Unit (ICU), Maternity Unit, or Surgical Unit. Each unit is staffed with medical professionals trained to handle the specific needs of that patient population. Units are often physically separated by location within the hospital and may have specific protocols, equipment, and staff.
Unit can be access by clicking admin > Data > Dictionaries > Unit
How Unit Works
Functionality
Units are functional divisions of a facility that is within your health system. Each unit includes rooms and locations that are functionally related and all on one floor of a building, but not necessarily next to each other. Clusters consist of groups of units.
Example: East Medical 4, Obstetrics, Pediatric ICU
Unit Information
Name (required): Type the name of the unit.
Abbreviation (optional): You can type an abbreviation for the unit.
Parent Facility (optional): You can begin typing the facility that includes the unit and select the facility from the list that appears.
Automatically UnOccupy Bed on Leave: This option is for future functionality that integrates with Location IQ® and should not be configured at this time. Select this setting if you do not want Location IQ® to automatically set the location to a status of Dirty when the patient is detected in a different location. For example, patients may go to X-Ray or the Lab and then return to their home locations. Do not select this setting if you want the patient to continue to occupy the location when they are in a different location, such as X-Ray or Lab.
Phase(s) Of Care (optional): You can select the phases of care that the unit performs, such as Registration, Prep, Procedure, PACU, or Recovery. If you select Registration or Procedure, you cannot select another phase of care to share the unit. If you select the Prep, PACU, or Recovery, you can select more than one phase of care to share the unit. If the unit is shared by phases of care before and after the Procedure phase, an additional configuration section appears:
Automatically hold bed assignments: Select this option if the bed assignments should not be cleaned when the patient leaves Prep. Instead, the bed assignments will be reserved by default for when the patient returns from a different phase.
Do not automatically hold bed assignments: Select this option if the bed assignments should be cleaned after the patient leaves Prep. The bed assignments are not held by default when the patient leaves the Prep phase.
Unit Category: Type the grouping of similar characteristics to which the unit belongs, such as Women's Care or Surgical.
HL7 (Optional): Type the Health Level Seven (HL7) identifier that is used to integrate the Transfer IQ® application with other software products. This is a different identifier from the Admissions, Discharges, Transfers (ADT) identifier and Capacity IQ® HL7 identifier.
Enter Unit Information
Go to Admin > Data> Dictionaries > Unit.
Click +Add Entry or select the pencil icon in a row to edit a dictionary item.
In Name (required), type the name of the unit.
In Abbreviation (optional), you can type an abbreviation for the unit.
In Parent Facility (optional), you can begin typing the facility that includes the unit and select the facility from the list that appears.
Automatically UnOccupy Bed on Leave – This option is for future functionality that integrates with Location IQ® and should not be configured at this time.
In Phase(s) Of Care (optional), you can select the phases of care that the unit performs, such as Registration, Prep, Procedure, PACU, or Recovery. If you select Registration or Procedure, you cannot select another phase of care to share the unit. If you select the Prep, PACU, or Recovery, you can select more than one phase of care to share the unit.
If the unit is shared by phases of care before and after the Procedure phase, an addition configuration section appears:Automatically hold bed assignments – Select this option if the bed assignments should not be cleaned when the patient leaves Prep. Instead, the bed assignments will be reserved by default for when the patient returns from a different phase.
Do not automatically hold bed assignments – Select this option if the bed assignments should be cleaned after the patient leaves Prep. The bed assignments are not held by default when the patient leaves the Prep phase.
In Unit Category – Type the grouping of similar characteristics to which the unit belongs, such as Women's Care or Surgica
Select Add Entry or Save Changes.
In this section, you associate a hospital service or medical specialty with the unit, such as Cardiology, Oncology, Obstetrics, General Medicine, or Orthopedics.
Select Add Service Line to display the following fields:
Service Line: Begin typing the name of the hospital service and select it from the list that appears.
Level of Care: Type the degree of care that the patient requires, such as Intermediate, Acute, or Critical.
To remove a service line, select the trash can icon next to its row.
External Source IDs (optional)
The Operations IQ® Platform can be integrated with various external systems such as ordering systems, scheduling systems, Real-Time Locating Systems (RTLS), and Admission, Discharge, and Transfers (ADT) systems. These systems may each use a different ID to refer to the unit. For example, the scheduling system may identify the unit as "E3" while the ordering system may identify the unit as "Third Floor Maternity." The External Source IDs section in the Unit dictionary allows you to define the unit ID used by different external systems.
Select Add External ID to display the external source ID fields.
In External Source Name, select the system's name from the list that appears. The list displays systems that the administrator has configured in the Platform Settings page > External Source Configuration section.
In External ID, type the name of the ID used by the external system to refer to the unit.
When the external system that you selected sends data including the ID that you typed, the Operations IQ® Platform will recognize the information and handle it appropriately
Select Add Entry.
Users
A user refers to an individual who interacts with a system, application, or platform to perform specific tasks or access information. In the context of digital systems, a user typically has an account that includes a unique login, such as a username and password, and may be assigned specific roles or permissions based on their responsibilities.
Users can vary in their level of access, with some having basic privileges to view or enter information, while others, like administrators, may have higher-level permissions to manage other users, adjust settings, or control the system.
Admin > Users
How Users Work
Functionality
Set Up Users
Configure user accounts for people who will:
Create, change, and delete transfer cases as well as import referrals from community care teams.
Create and edit accounts for patient placement specialists who work in the health system transfer center.
Enter User Information
Administrators are responsible for entering and managing user information in the Operations IQ® Platform. Properly entering and maintaining user information ensures that users have access to the correct roles, functions, and services on the platform. This is essential for managing patient care, reporting, and workflows effectively. It also ensures that the user can be reached for work-related communications and that their access is in line with organizational licensing agreements. This process takes place when adding new users to the Operations IQ® Platform or updating existing users' details as needed (e.g., role changes, contact information updates). Synchronization with the health system's Active Directory might overwrite user information during routine system syncs.
The user information is entered within the User Accounts section of the Operations IQ® Platform, specifically when setting up or editing accounts.
How Entering User Information Works
Functionality
In the Username field, enter the Name that the user will use to sign into the Operations IQ® Platform.
Enter the user's First Name, Middle Initial, Last Name and Suffix if applicable.
Enter the user's work Email Address.
If <Health System Name> Active Directory was selected in the Identity Provider field, then the Last Name, First Name, Email Address and User Role(s) fields are populated by that identifier provider. Any values that you enter are temporary and will be over written when the Operations IQ® Platform synchronizes with that identity provider.
In the Extension field, type a Telephone Number or Extension where the user can be contacted most efficiently at work.
From the User Role(s) select one or more Roles for the user.
Administrator - Performs global tasks that affect what others can do in your Operations IQ® Platform, such as configuring user information. In the Performance Report administrators can also crate default dashboards. Only assign this role if your organization has license to a service on the Operations IQ® Platform. For example, if you want to set up users who can make referrals, your organization must have a license for Referral IQ®, and you must have the administrator role.
Analyst - Creates and customizes reports using Dashboard Designer or Report builder and views favorite reports on a dashboard. Only assign if your organization has a license to Performance Reporting®.
Clinical Workflow User - Has access to Clinical Workflow®Suite through the Operations IQ® Platform. Only assign this role if your organization has a license to the Clinical Workflow® Suite application and users will access the Clinical Workflow® Suite application through the Operations IQ® Platform.
Eternal Care Provider - Makes patient referrals to a preferred facility. Someone in a free-standing clinic who is making an admission request via Referral IQ® would have the External Care Provider role. Only assign this role if your organization has a license to Referral IQ®.
You must map the eternal care provider to one or more medical practice accounts and their facilities.
Manager - Can create and modify reports and views favorite reports on a dashboard. Only assign this role if your organization has a license to the Performance Reporting® application.
Patient Placement Specialist - Manages transfer cases from other health systems, gathers patient information and facilities consultations. Makes bed requests to the bed placement department or Capacity IQ®.
Report Publisher - Can create and publish new dashboard in Data IQ®.
Report Editor - Can view workbooks, interact with views, and edit/save customized views in Data IQ®.
Report Viewer - Can sign into Data IQ® and see published views but cannot interact with filters in the view or sort data in a view.
Schedule Viewer - Views on-call schedules for clinicians but cannot create, edit, or delete them.
Service Line Owner - Creates and edits on-call schedules for clinicians. Adds, changes, or removes shifts and clinician contact information.
Users - Associating With Facilities
Administrators are responsible for managing user access to facilities within the platform. To Associate a user with a facility is necessary when creating or updating a user’s account to grant them access to one or more facilities that they need for performing their duties. Associating users with the correct facilities ensures they have access to the relevant on-call schedules, helping to streamline operations and ensuring that users can perform their tasks effectively within the appropriate facility.
This action is completed in the Associated Facilities section of the User Account page in the platform.
How to associate a user with a facility
Functionality
In the Associated Facilities section, begin typing the Facility Name to display a list of available facilities.
Select the relevant Facility or Group from the list.
Repeat this process for each facility the user should have access to for viewing or managing on-call schedules.
Users - Editing a User
This process is used when a user's account details need updating, such as role changes, permissions updates, or status changes (e.g., active to inactive), or when a new user is created. Editing user information is essential for keeping user account details up to date, ensuring that users have the correct roles and permissions for their responsibilities. This also ensures security by allowing appropriate access management. Administrators responsible for managing user accounts in the Operations IQ® Platform.
The editing process takes place in the User Accounts section of the Admin tab in the Operations IQ® Platform.
How Editing a User Works
Functionality
Click on the Admin tab at the top of the page.
Select Users from the drop-down menu to open the User Accounts page.
Locate the user that needs to be edited by using the Search or Sort functions.
Search: Use any of the associated information that appears in the list columns. Begin typing the text you're searching for in the search box located under the heading of the column you want to search.
When searching by Roles, a list of roles will appear. Select the appropriate role, or press the Ctrl key to select more than one role.
Sort: Some columns allow you to change the sort order based on the values they display. If a column can be sorted, an arrow will appear when you select the column heading.
Select the user row for the user that needs to be edited.
The User Account — Edit Account page will display.
Make the necessary changes following the process outlined in the Create a User procedure.
Click Save Changes to save and return to the User Accounts page.
Note: Usernames cannot be changed, and password resets cannot be performed for users with the TeleSupport role. Additionally, if TeleTracking Active Directory is selected, the Username and Identity Provider fields will be read-only.
Users - Activate and Deactivate
The ability to activate or deactivate user accounts is essential for maintaining platform security and ensuring that only authorized personnel have access. Deactivating accounts for users who no longer need access prevents unauthorized usage while preserving the user's history in cases, referrals, or notes they previously created. In the Operations IQ® Platform, administrators are responsible for managing user accounts, particularly when an employee leaves the organization, changes roles, or requires temporary access restrictions. This process, conducted in the User Accounts section, involves updating a user's status as needed. Administrators perform these actions to deactivate or reactivate accounts, depending on current operational requirements.
Admin > Users > Select Account > Account Status > Click to Activate/Deactivate
How Deactivated and Activated Users Work
Functionality
Active Users:
Active users have activated accounts and are able to sign into the Operations IQ® Platform.
Inactive Users:
Inactive users cannot sign into the Operations IQ® Platform and are unable to reset their passwords using the Forgot Password link. You can change an active user to inactive status, but their name will still appear where relevant within the Operations IQ® Platform, such as in cases, referrals, or notes they created.
Identifying Active or Inactive Users:
Active users are indicated by a check mark in the Active column on the User Accounts list. Inactive users are indicated by a blank cell in the Active column. By default, the Active column filter is set to display only active user accounts. To view all user accounts, both active and inactive, clear the filter in the Active column.
How Changing the User Account Status Works
Changing a user’s status is important for managing access to the system, ensuring that only authorized users can sign in and access sensitive information.
Admins can change a user’s status by following these steps:
Select the name of the user you wish to update from the User Accounts list to open the User Accounts — Edit Account page.
In the Account Status box located in the top right corner, select the user’s current status to toggle it to the opposite setting.
For example, if the user is currently Active, selecting the status will change it to Inactive. Similarly, if the user is Inactive, selecting the status will change it to Active.
Click Save Changes.
Once the changes are saved, the inactive user will no longer appear in the list of active user accounts. The inactive user will only appear in the User Accounts list if the filter for the Active column is set to Inactive or left empty.
Users - Resetting Passwords
Administrators are responsible for assisting users in changing their passwords. This process is initiated when a user needs to reset their password, either as part of routine security measures or in response to a specific request from the user.The password reset process takes place in the Admin section of the platform, specifically on the User Accounts page.
Admin > Users > Select User > Click Reset User Password
If the account is set up using Active Directory you will need to reach out to your internal help desk.
How Resetting Users’ Passwords Work
Regularly changing passwords is essential for preventing unauthorized access to Protected Health Information (PHI), which is critical to maintaining the security and privacy of sensitive data within the organization.
Administrators can assist users in changing their passwords by following these steps:
Navigate to the Admin tab and select Users from the drop-down menu to access the User Accounts page.
Select the user who needs to reset their password to open the User Accounts > Edit Account page.
Click Send Password Reset Email to open the Reset User Password dialog box.
If the user has previously created a security code, it will be displayed.
Verify the user’s identity by asking them to provide the security code displayed if you are communicating with them by telephone.
If the security code provided by the user matches the one displayed in the Reset User Password dialog box, click Yes, Send Password Reset Email.