Did you know there is little difference in Customer Support's standard procedure between office hours and after hours including holidays, as long as the message is not embargoed?
 

The Veriphy support team will call on messages that reach the "Back Up" stage for all findings. Veriphy Support will use the information listed in the Ordering Clinician's profile. Primarily, the team will call the Ordering Clinician's office number, unless the profile states otherwise. They may also call the clinical team office number, page operator, or answering service number.
 
Normal office hours call process: This process is used when messages are not "Embargoed." The support team will call the office to notify the doctor or staff of the status of their message. Support will confirm that the message alerts were received and were forwarded to the doctor or covering clinician. They will provide the message details to access the message if needed. Multiple calls may be made, following your facility's support policy guidelines.
 
After office hours call process: This process is used on all messages and findings (including yellows) when the office is closed (either for lunch, for the day, for the weekend or on holidays), as long as the message is not "Embargoed." The support team will call the primary office number, clinical team office number, answering service number, or page operator, and will page the physician on call. Support will provide the on call physician with the information they need to call and access the message. Please refer to your
facility's support policy for your embargoed times.
 
Note: The support staff uses this standard call process on all messages and all findings, even on holidays. The holidays are approaching, so if you would like to make changes on how your messages are handled, please contact your Account Manager or email customer support at VeriphySupport@nuance.com.

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Microsoft is no longer supporting 1024 SSL certificates; therefore the Veriphy application server was updated to a 2048 SSL certificate on November 14, 2010. This update may cause Ordering Clinicians using Blackberry devices to get the following message when clicking on the HTTP link to retrieve a Veriphy message: "You are attempting to open a secure connection, but the server's certificate chain is invalid."
 
If an Ordering Clinician's Blackberry device receives this message the following options will be provided: "Continue," "Close Connection," "View Certificate" or "Trust Certificate." Select "Continue" to be taken to the Veriphy webpage. This message will occur for first time SMS web link users OR with the first SMS web link notification received. If the user chooses "Continue" they will NOT be prompted with this alert in subsequent notifications.
 
 

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Click the image below to see a demonstration that will provide you with step-by-step instructions on how to run reports in Veriphy. There are four reports available under the reports tab, including the Clinician Directory Report, the Compliance and Statistical Report, Percent of Messages Received within Compliance Goal, and Number of Messages by Month by Finding. For more assistance, please contact your Account Manager who will be happy to provide additional details to assist you.

 
  

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Did you know that Nuance iSupport is now available to Veriphy customers?
 

iSupport is a web-based Support application offering you an enormous amount of information right at your fingertips. Once you register and are approved to be an iSupport member, you can enjoy the many features of iSupport including:

• Up-to-date articles related to new product features along with articles referencing what's been fixed.
   
• Search the iSupport knowledge base by typing a question which results into a list of related articles potentially providing you with an answer to your question.
   
• Setup notifications on articles of interest and when these articles are updated you will be notified via email. View and print from a large assortment of operational manuals and end-user quick reference documents.
   
• Submit a service request to our Nuance Healthcare Solutions Global Support Services team, which in turn saves you valuable time by allowing you to continue with your work day while we work on the issue.
   
• Maintain control of a service request submitted by yourself or a colleague by using iSupport to view the progress, read notes from the analyst who is working on it, update the service request to include additional information or add attachments, and if you choose to do so, you can close the service request on your own.
   
• View your organization's service requests history over the past several years.

 

Click iSupport Timesaver for more information on how you can register to become a member of Nuance's iSupport community.