Providers and Patient Care Websites: Adding, editing or removing

Providers should automatically show up in the find a doctor directory once they meet the following requirements:

• They are an active employee
• They are active in EPIC
• They are active in at least one EPIC DEP, and have time slots in the department
  • Note: Certain specialties that do not schedule patients to the provider do not require this setting (ex: radiology, anesthesiology, etc.)

 What if the above criteria are met and the provider is still not displaying?

Complete the Provider Update Form with all fields completed. If this is a new provider to UTMB, the Marketing and Communications web team will need to make manual adjustments to the find a doctor directory &  patient care website based on the content collected from the form submission. If this is an existing provider, we may need to troubleshoot or make manual adjustments. Please include contact information in case there are additional questions.

1. Review the UTMB profile photo guidelines.
2. Request the UTMB Photography Services team take a photo with the approved background (note: there may be a charge to the department for this service).
3. Follow the steps on this website to log in to the Razuna library.

4. Once access is added, the provider photos should be uploaded to the Clinical Care folder. The Marketing and Communications web team will retrieve the images weekly, then crop & upload them to the system which will populate the patient care website and the find a doctor directory. If the provider is new, complete the Provider Update Form so a profile can be built for them.
5. The EPIC security team will receive a notification of this upload and will add the photo link to the SER record for the provider in EPIC, this could take up to 2 weeks.

If the academic suffix listed to the right of the provider's name on the find a doctor directory is incorrect, please email Tho Ayala and Linda Nolasco with Faculty Relations to make the adjustments at the source. Please include Heidi Kunz and Melissa Harman in the email so adjustments can also be made to the patient care website.

The scheduling option listed near the provider's photo may be set based on special programming or manually added. Review the options below to troubleshoot the provider:

• Schedule Appointment button
  
  • Online scheduling has been activated for this provider and the system can find new visit type appointments due to special programming.
• Call for Appointment button
  
  • Online scheduling has not been activated for this provider and a call to the clinic is required. This is a manual setting.
• Not accepting new patients. Established Patients Please Use MyChart message and button
  
  • If online scheduling has been activated for this provider, this message will show up when the system is not able to find new visit type appointments with the special programming.
  • If online scheduling has not been activated for this provider, the setting is a manual setting.
  • Notes: this is the default setting for new providers.
• Scheduling not available message
  
  • This provider or specialty has been identified as one where a patient does not schedule with the provider. This is a manual setting.

 The provider's scheduling button is incorrect

In all options above, if the option is a manual setting, please submit changes using the provider update form.

If the setting is based on special programming, please review the provider's settings in MyChart and templates to ensure the accurate settings are in place. Review details about these settings in the "Patient Acceptance Status" section below.

The 'Not Accepting New Patients', 'Accepting New Patients' or 'Scheduling not Available' messages may be set based on special programming or manually added. Review the options below to troubleshoot the provider:

 The provider should be shown as accepting new patients and have online scheduling:

There are a series of settings that must be set up for the provider to display the "Schedule an Appointment" button and "Accepting New Patients" status in Find a Doctor: 

In Epic these Criteria Must be met:

• The provider must have “Allow open scheduling” set to yes on their SER.
  • To check, to submit and update, or to confirm with the MyChart team that the provider is enabled for Open Scheduling, log in to the ITS Service Desk and select the Epic MyChart Provider Messaging and Scheduling self service:
    
• The provider must have open times / templates with the correct visit types.
• Note: The EPIC department(s) in which the provider sees patients must also be set up for open scheduling and the visit types used must be set up in the EPIC department for open scheduling as well. This process is typically set up when the specialty begins using open scheduling or a new department is set up. 

If the above criteria are met and the patient acceptance status has not updated on Find a Doctor (allow 24 hrs to update) to "Accepting New Patients", complete the patient acceptance status question and other required fields on the Provider Update form.

After the Marketing & Communications Web Team receives the form request, they will make these manual adjustments:

• Manually set the provider to “scheduling” as opposed to “call” or "unknown".
• Manually add the different scheduling decision trees to the providers so the right options, flows and visit types show up. The form must include the specific specialties for each provider if they are incorrectly listed in Find a Doctor.

 The provider should be shown as accepting new patients but is not part of a service that allows for open scheduling

Complete the patient acceptance status question and other required fields on the Provider Update form.

After the Marketing & Communications Web Team receives the form request, they will make these manual adjustments:

• Manually set the provider to “call” as opposed to "unknown".
• Manually add any custom specialties to the providers so the correct options show up. The form must include the specific specialties for each provider if they are incorrectly listed in Find a Doctor.

 The provider should be shown as "Not Accepting New Patients"

If the provider is in a service which provides online scheduling, when the system cannot find slots in new visit types, it will automatically change a provider to "Not Accepting New Patients ". Templates should be adjusted to reflect the appointment availability.

If the provider is not in a service which offers online scheduling, this is a manual setting. Complete the patient acceptance status question and other required fields on the Provider Update form.

After the Marketing & Communications Web Team receives the form request, they will make these manual adjustments:

• Manually set the provider to “Not Accepting New Patients”

 The provider should be shown as "Non-scheduling role" (Ex: Hospitalist, Radiologist or Anesthesiologist)

Complete the patient acceptance status question and other required fields on the Provider Update form.

After the Marketing & Communications Web Team receives the form request, they will make these manual adjustments:

• Manually set the provider to “Scheduling not Available”

These criteria must be met to allow for online scheduling:

• The provider must have the schedule appointment button and accepting new patients. See the Scheduling Button Options and Patient Acceptance Status settings above to see if the criteria are met for both.
• The scheduling options are directly tied to the specialties listed for that provider. See the Specialties settings below to update the specialties listed. 

 What if no time slots are not populating for a provider for ALL available specialties listed?

This may mean that the provider has not been fully set up for online scheduling. See more details about these settings in the Patient Acceptance Status settings above. You may see this message on the profile:

 What if time slots are not populating for a provider for some of the specialties listed, but not all?

This may mean that the visit type which is not populating times is not accurately set up in the department for online scheduling or the issue may be at the provider level in the templates. See more details about these settings in the Patient Acceptance Status settings above. You may see one of these messages on the profile:

 What if a service or specialty is not available for online scheduling?

For a new service/specialty to allow online scheduling, there are many steps which must be completed:  

• Departments, visit types and providers must be set up my MyChart/EPIC for open scheduling 
• Statements must be written to be displayed on find a doctor 
• Scheduling flows need to be determined, and depending on the flow/visit types used, these may require additional programming 
• Providers must be adjusted in POWER for find a doctor settings to reflect the above builds 

This process is initiated by the clinical/ambulatory teams and is brought to the Marketing and Communications web team. Please direct new requests to Jenny Lanier, Katherine Davis, Michael Johnson and Stephanie Parr, being sure to include Melissa Harman and Heidi Kunz. 

The specialties listed for a provider may be set based on special programming or set manually. The EPIC specialty is imported for each provider and then it is overwritten with a marketing-friendly term. For example, the EPIC specialty named IM-INTERNAL MEDICINE is converted to be displayed as Internal Medicine - General.

To further guide the patient in their care options, additional custom specialties were developed with ambulatory and academic department input. These custom specialties can be added manually to each provider by the Marketing and Communications web team. See the full list of available specialties. If a specialty option is not available, please discuss it with the ambulatory and academic teams involved with the specialty and include Melissa Harman and Heidi Kunz. 

 How to change a provider's specialties listed in Find a Doctor:

To update a provider's listed specialties, complete the specialties question and other required fields on the Provider Update form. Reference the full list of specialties for available options. If a specialty option is not available, please discuss it with the ambulatory and academic teams involved with the specialty and include Melissa Harman and Heidi Kunz. Please include contact information in case there are additional questions.

If additional languages need to be added, complete the Language(s) question on the Provider Update Form.

Only the locations where the provider has open/schedulable slots will show up as a location where they practice (even if the slots are filled).

If a provider is missing a location, the ambulatory team should ensure the provider has a template set up in that EPIC department.

Known issues: If a specialty/clinic uses "generic" providers to schedule and then moves the appointment to a named individual/"real" provider, but this named provider does not have a template in the DEP, that location will not show up for the provider as there is no way for the system to know they provide care at that location.

 The above criteria are met, but the provider's location is not displayed

Complete the "What clinic locations should be listed?" question and other required fields on the Provider Update Form. Please include contact information in case there are additional questions.

The bio should be written in 3rd person, in paragraph form, focusing on patient care and avoiding simply repeating a list of the educational history. The provider's education is listed in a separate section.

 The provider's bio needs to be added or updated

Complete the "Clinical bio" question with the full bio and other required fields on the Provider Update Form. If the provider wishes to have a custom research-related bio for the research experts website, complete the "Research bio" question on the Provider Update Form. Please proofread carefully; bios are published and not reviewed or edited once they've been submitted.

When a Provider Update Form entry is submitted for a new provider, the Marketing and Communications web team will review and copy the education from MD Staff and manually add it to the find a doctor directory.

 The provider's education is missing and they are not new to UTMB

Submit the Provider Update Form and add the note "missing education" to the additional comments question. The Marketing and Communications web team will review and copy the education from MD Staff and manually add it to the find a doctor directory.

 The provider's education is incorrect

The academic team should email the Medical Staff Services group to have it updated in MD Staff and copy Melissa Harman and Heidi Kunz in the request so that the find a doctor directory can be updated.

Complete the "Professional Activity / Certifications" question and other required fields on the Provider Update Form. Spell out the full name of the organization and do not use acronyms. Please include contact information in case there are additional questions.

All ratings are submitted by real patients who have used UTMB Health services. UTMB Health partners with Press Ganey, an independent leader in measuring patient and consumer satisfaction, to solicit unbiased feedback on our behalf via online and mailed patient surveys. This setting cannot be adjusted by the Marketing and Communications web team. Any issues or questions should be submitted to Marissa W. McQuitty and  Eimilly A. Cabrera Ortiz.

 Why do some providers have no ratings?

At UTMB, a provider's ratings are only posted when she/he has a minimum of 30 completed surveys within the past twelve months. New-to-UTMB providers or individuals in less common areas of practice may be temporarily under this threshold. We set this baseline to ensure we offer the most accurate reflection of each individual.