Nuance Healthcare Solutions
eTips  

Dragon Medical One
Dragon Medical Network Edition
Dragon Medical Practice Edition

 
August 2017, Volume 9, Number 8  
 

Greetings EmailDisplayName!

Nuance is pleased to present you with this edition of eTips.

In this new edition of eTips you will find:

eTip 1: Dragon Medical Connect Feature.

eTip 2: Usage of DMNE Results Box Displaying Recognized Speech.

eTip 3: DMNE Workflow Options for Correcting Dictation.

Also:

What's new | Webinar | Tina | Connect with us | iSupport
Contacting support | More

 

June 27 global malware incident

As we complete the restoration of our systems following the June 27 global malware incident, we want to thank our clients for their patience and partnership. We are inspired by those who stood by us during this recovery period, and we are sincerely grateful for their support.

Please stay connected with us on social media by following our Twitter, Facebook, and LinkedIn pages. You can subscribe to our What's Next blog at the link below.


New support platform coming soon!

Nuance has heard your feedback about our current support systems and we have spent considerable time and effort over the past year implementing a new, comprehensive, efficient, and intuitive system based on Salesforce Service Cloud, a leading support architecture utilized by enterprise organizations worldwide.

Salesforce Service Cloud is an AI-powered platform that will allow Nuance support reps to quickly identify and resolve your issues, giving us a 360-degree view of your needs. Based on an agile platform, the system provides access to experts and articles relevant to your support requirements.

Nuance customers will also have self-service access, allowing you to view, edit, and receive updates on your support cases, as well as engage with Nuance reps using your preferred method of outreach, including:

  • Phone
  • Web
  • Email
  • Chat

As we approach Go-Live in November, you'll receive a direct email communication with further details on features, user best practices, and opportunities to provide feedback. Stay tuned for more updates!


NHNS notification registration

Nuance has launched the Nuance Healthcare Notification Services (NHNS), an incident communication system for customer notification of events, such as:

  • Release announcements for Dragon Medical products
  • Special announcements specific to Dragon Medical products
  • Nuance DataCenter outage alerts for Cloud-hosted, Dragon Medical products

Click here to register.

For additional information, log into iSupport and search for solution 16967: Nuance Healthcare Notification Services (NHNS) Introduction and Registration for Dragon Medical.


Driven By Dragon - webinar series

Click here for information to keep you up-to-date with Dragon Medical's Driven By Dragon Webinar series.


Tina
Tina introduction

Click here for the latest improvements and information.


New software releases

Click here for new Dragon Medical software releases.


Windows 10 support

Log in to iSupport and search for solution 16782: Dragon Medical Support for Microsoft Windows 10.


VIDEO library - Dragon Medical

Log in to iSupport and search for solution 16932: VIDEO Library - Dragon Medical. A library of current video topics is available to our customers for supporting their Dragon Medical products.


 

 

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This Month's eTips

eTip 1

Did you know about sharing a single, cloud-based user profile between products using the Dragon Medical Connect feature?

Dragon Medical Connect is a powerful feature that allows all speech-enabled, cloud-based applications (Nuance-branded and third-party partner applications) to share a single, cloud-based user profile. The single profile architecture means that any changes a user makes to custom words, auto-texts or commands are immediately available, to that user, in any application, on any device - anytime and anywhere. From a user's perspective, this feature provides a consistently superior experience when using Dragon Medical One Desktop Application, Dragon Medical Network Edition (DMNE) or any one of the speech-enabled, third-party applications that leverage Nuance's cloud-based platform.

Dragon Medical Connect is built into all Nuance and partner cloud-enabled products and does not require additional licensing or configuration. However, given the breadth and depth of the Nuance partner ecosystem, it is important to understand how this feature works in the context of the applications you use.

Dragon Medical One Desktop Application

When using Dragon Medical One, the following profile sharing features and functions are available:

  • Dragon Medical One: Users can add their own custom words, auto-texts and commands via the application menu. Words and auto-texts are shared with any other cloud connected product including third-party applications. Step-by-step commands are proprietary to and can only be shared with the Nuance products Dragon Medical One and DMNE.
  • DMNE with Nuance-hosted NMS: Users can add their own custom words, auto-texts and commands via Dragon command and vocabulary editors. Words and auto-texts are shared with any other cloud-connected products including third-party applications. Step-by-Step commands are proprietary to and can only be shared with the Nuance products Dragon Medical One and DMNE.
  • Third-party applications: Users can add their own custom words and auto-texts via the Nuance personalization and help window. To create auto-texts in mobile applications the user must have a Dragon Medical One license. Words and auto-texts are shared with any cloud-connected product including other third-party applications.
  • Nuance Management Center (NMC): Administrators can add words or auto-texts at the site, group or user level. Words and auto-texts defined in NMC are shared with any cloud-connected product, including third-party applications.

Dragon Medical Network Edition (DMNE) with Nuance-hosted Nuance Management Server (NMS)

If your facility is using DMNE with a Nuance-hosted NMS, and Dragon Medical One is not yet licensed, the following profile sharing features and functions are available:

  • DMNE: Users can add their own custom words, auto-texts and commands via Dragon command and vocabulary editors. Words and auto-texts are shared with other cloud-connected products including third-party applications. Step-by-step commands are proprietary to and can only be shared with the Nuance products Dragon Medical One and DMNE.
  • Third-party applications: Users can add their own custom words and auto-texts via the Nuance personalization and help window. To create auto-texts in mobile applications the user must have a Dragon Medical One license. Words and auto-texts are shared with any cloud-connected product including other third-party applications.
  • Nuance Management Center (NMC): Administrators can add words or auto-texts at the site, group or user level. Words and auto-texts defined in NMC are shared with any cloud-connected product include third-party applications.

On-premise Nuance Management Server (NMS)

All cloud-enabled offerings, including third-party applications, use a Nuance-hosted instance of NMS for a transparent single profile experience. If you are using DMNE, but have not yet migrated your NMS instance to the Nuance cloud, your profile sharing options are limited. The only option available is to periodically export custom words and auto-texts from your on-premise NMS instance and import them into the Nuance-hosted NMS instance. Be aware that this approach is labor intensive and does not deliver a true single user profile experience.

You are strongly encouraged to migrate your on-premise NMS instance to the Nuance cloud or consider moving to Dragon Medical One.

Third-party Applications Only

If you are using one or more cloud-enabled third-party applications, but not a Nuance solution, you can still benefit from a single user profile.

  • Third-party applications: Users can add their own custom words and auto-texts via the Nuance personalization and help window. To create auto-texts in mobile applications the user must have a Dragon Medical One license. Words and auto-texts are shared with any cloud-connected product including other third-party applications.
  • NMC: Administrators can add words or auto-texts at the site, group or user level. Words and auto-texts defined in NMC are shared with any cloud-connected product.

To learn more about this topic and others, and to keep current with any changes to this topic, see the Dragon Medical One Installation and Administration Guide (page 40).


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eTip 2

Did you know how the DMNE Results Box can be used?

The Results box (pictured below) is the small, floating box that displays text or commands after you speak them and while Dragon Medical is analyzing them. When Dragon Medical finishes processing, it enters the text into the document or executes the command. The contents of the Results box can change several times as Dragon Medical performs its speech-recognition processing.

If Dragon Medical recognizes a command, the borders of the Results box turn blue (pictured below). The only exception to this behavior is when you say dictation commands such as "New Line" or "New Paragraph."

If you are displaying the option setting for Preliminary Results in the Results Box, the small red button that appears in the upper-left of the Results box indicates that Dragon Medical is in the process of recognizing dictation. Click this red square to stop recognition and turn the microphone off.

A context menu appears (pictured below) when you right-click the Results Box, allowing you to stop a recognition in progress if it is taking too long or you want to change what you said.

Controlling the Behavior of the Results Box

You can modify the behavior of the Results box to suit your work habits. For example, you can let the Results box move along as you dictate or you can move it out of the way and lock it in place. You can also make the Results box disappear after Dragon Medical completes transcribing your dictation or when you are not speaking, as well as set the length of time that the Results box stays open before it disappears.

  • The Results Box is hidden by default when you are using the Dictation Box in Hidden Dictation Box mode.
  • To prevent the Results box from moving, right-click the Results box and click Anchor. Then use the mouse to drag the Results box to wherever you want it.
  • To close the Results box after a recognition, double-click the Results box.
  • To make the Results box disappear when you are not speaking, right-click the Results box and click Auto Hide.
  • On the Tools menu of the DragonBar, click Options > View tab.
    • Anchor the Results box by selecting Anchor.
    • To specify the length of time that the Results box stays open, select the time interval from the Auto-hide delay list. The Results Box stays open while Dragon Medical performs its recognition processing, and then it closes.
    • Hide the Results box by selecting Never show from the Auto-hide delay list.

To learn more about this topic and others, and to keep current with any changes to this topic, search for "results box behavior" under the Help > Help Topics on the DMNE client DragonBar.


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eTip 3

Did you know the different workflow options for correcting dictation in DMNE?

There are a number of ways to correct misrecognitions in a document. The following techniques describe the most basic methods which can be combined in any manner.

To correct text using the Correction menu (easiest), do any of the following:

  • Say "Correct that" after the last thing you dictated.
  • Say "Correct " or "Select " to have Dragon select any editable text in the current document or e-mail message.
  • Say "Correct through to have Dragon select any editable range of text in the current document or e-mail message.
  • Press the correction hot key, normally the CTRL + Minus key (-) on the numeric keypad.
The Correction menu opens:

Choose one of the items from the Correction menu or dictate the replacement content. If you choose one of the suggestions on the Correction menu, Dragon automatically returns the cursor to where you were dictating before you made the correction. If you dictate something new to make a correction when the Correction menu is open, Dragon does not return the cursor to its last location. You can use the "Go Back" command or the mouse or keyboard to move it back to where it was.

To correct text with the keyboard (fastest):

  1. Move the insertion point to the beginning of the dictation you want to correct.
  2. Press the Correction hot key to display the Correction menu. By default, this is the CTRL + Minus key (-) on the numeric keypad. You can change the hot key assignment on the Hot keys tab of the Options dialog box. You can also click the Correction button on the Extras toolbar of the DragonBar.
  3. The Correction menu displays a list of optional spellings.
    • If the selected alternative is correct, press the Right Arrow key.
    • If one of the other alternatives is correct, press the Down Arrow key until that alternative is highlighted and press the Right Arrow key.
    • If no alternative is correct, just type the correct text or say "Spell That" to open the Spelling window.
  4. Continue until all the text is correct.

To correct text while playing back dictation (most accurate):

Note, that when you dictate into a Web application, playback availability is limited.

  1. Move the insertion point to the beginning of the dictation you want to correct.
  2. Click Play That Back on the Audio menu of the DragonBar or click the Begin Playback button on the Extras toolbar.
  3. When the playback of your dictation reaches a recognition error, press the correction hot key. By default, this is the CTRL + Minus key (-) on the numeric keypad. You can change the hot key assignment on the Hot keys tab of the Options dialog box. You can also click the Correction button on the Extras toolbar of the DragonBar.
  4. The Correction menu displays a list of alternatives for the misrecognition.
    • If one of the alternatives is correct, press the Down Arrow key to highlight that choice and then press Enter to accept it. Playback will continue automatically from the point where you stopped.
    • If no alternative is correct, just type or say the correct text and click the Begin Playback button. Playback will continue from the point where you stopped.

To correct text using voice commands (hands-free):

  1. Say "Go To Beginning of Document."
  2. Look for the first misrecognition and say "Select" and the text that is incorrect. The Correction menu appears with a number of alternatives.
    • If one alternative is correct, say "Choose" and the number of that alternative. For example, "Choose Two." Do not say "Choose Numeral Two" or Dragon Medical will transcribe the phrase as the text "Choose Numeral Two" or "Choose 2" depending on how you set the automatic text formatting properties on the Auto-formatting dialog box.
    • If none of the alternatives is correct, say "Spell That," spell the correct word or words into the Spelling window, and then say "OK."
  3. Verify that the correct text appears in the document in place of the misrecognized text and continue to the next misrecognition.

To learn more about this topic and others, and to keep current with any changes to this topic, search for "correcting dictation workflow" under the Help > Help Topics on the DMNE client DragonBar.


 

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What's new

New Nuance uses an agile methodology, where urgent field issues and important, customer-triggered change-requests are prioritized during the development cycle. The content for these pending releases and their projected release dates called out in this newsletter, are tentative. Roadmaps may still be being finalized and therefore are subject to change. Please do not use this information for specific purchasing decisions.


Nuance Management Center/Server

New Nuance Management Server (NMS) version 5.8
Projected to release in October for Cloud-hosted and DMNE On-Premise products.

For information on new features and enhancements for NMS 5.x from the What's New or Release Note documents, please log in to iSupport and search for solutions:

  • #16800: NMS 5.0 releases for Hosted Dragon Medical products on Nuance Cloud
  • #19704: DMNE On-Premise Server Software Downloads

Dragon Medical One
 
New Dragon Medical One, Version 3.5
Released 8/15/17.

For a complete listing of all software releases and associated release documentation, log in to iSupport and search for solutions:

  • #15913: Dragon Medical One - Documentation & Release Notes
  • #17066: Dragon Medical One - Introduction and Resources

Dragon Medical Network Edition
 
NewDragon Medical Network Edition Version 2.7
Projected to release in September.

For a complete listing of all software releases and associated release documentation, log in to iSupport and search for solution:

  • #14274: DMNE Client Software Downloads
  • #19704: DMNE On-Premise Server Software Downloads
  • #16657: DMNE Software Downloads for International Customers
  • #14111: DMNE Documentation

PowerMic Mobile
 
NewPowerMic Mobile Version 1.3.5
Released 8/28/17.

For a complete listing of all software releases and associated release documentation, log in to iSupport and search for solution:

  • #16711: VIDEO: PowerMic Mobile - Product Release Documentation and Resources

Dragon Medical Practice Edition - ENU (North American English only)

    Dragon Medical Practice Edition version 2.3
    Released 6/29/16.
    Windows 10 support.

For a complete listing of all software releases and associated release documentation, log in to iSupport and search for solutions:

  • #14640: Dragon Medical Practice Edition - What's New and Can I Download Replacement Software?

Dragon Medical Practice Edition - International

    Dragon Medical Practice Edition, International version 3.2
    Service Pack - (French, German, UK English, Dutch)
    Released 4/2016.

For a complete listing of all software releases and associated release documentation, log in to iSupport and search for solutions:

  • #16678: DMPE International Software Downloads

Dragon Medical PowerPack for DMO
Dragon Medical PowerPack for DMNE

    Version 3.0
    Released 2/17/17.

PowerPack productivity offerings, for Dragon Medical One and Dragon Medical Network Edition products hosted on the Nuance Healthcare Cloud, contain different combinations of the following components:

  • General Content
    25 Medical Specialties with over 700 Medical Auto-texts.
  • Blended Content
    Currently available for Epic EHR customers providing 25 Medical Specialties with 100+ Medical Auto-texts and template Smart Links.
  • Search My Command™ (SMC)
    Quick access to, and preview of, all command content in the user's profile with a user-specific favorites list for commands most often utilized (starter favorites lists are available).
  • Clinical Calculators™ (CC)
  • Clinical decision support tools (risk scores, formulas, rules, and calculators) based on algorithms well-established in the healthcare industry for 10 years or more. Clinical Calculators™ assist with both calculation and consistent documentation.

For more information on this Dragon Medical product offering, log in to iSupport and search for solution:

  • #16430: Dragon Medical: PowerPack Productivity Products (Cloud/Plus/EHR) PowerPack Content/Search My Commands™/Clinical Calculators™ - Software Download and Documentation

Dragon Medical NuanceLink medical updates

    Medication Update
    Released 4/20/17.

  • A recent medical update have been made available for Dragon Medical Network Edition (DMNE) customers. The customer's Nuance Management Server (NMS) will automatically "pull" (download) these updates as they become available. Once these updates are downloaded, each update will need customer approval through the Nuance Management Console (NMC) Messages page before the update is made available through the Profile Optimizer Server for distribution to the DMNE end-users. Once approved, the task status can be checked through the NMC Utilities under the Profile Optimizer Task List.

For more information on this Dragon Medical product offering, log in to iSupport and search for solution:

  • #14281: Dragon Medical NuanceLink Medical Updates

If you are not an iSupport subscriber, click iSupport Timesaver for information about how you may become an iSupport member.

 

 

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Driven by Dragon - webinar series

New Dragon Medical Support Hears You!
 The following requests from surveyed customers have been implemented:

  • Separate, quarterly, 30-minute webinars streamlined for 2017, are now offered for the following two (2) Dragon Medical product groups:

    Dragon Medical Hosted (Cloud-based) products
    Dragon Medical One
    Nuance Management Center/Server
    Dragon Medical Advisor
    Dragon Medical embedded (Athena, Epic, Meditech)
    PowerMic Mobile
    PowerMic III Microphone
    PowerPack

    Dragon Medical On-Premise products
    Dragon Medical Network Edition
    Nuance Management Center/Server
    Dragon Medical Advisor
    Dragon Medical Practice Edition
    PowerMic III Microphone
    PowerPack

  • Product release updates with an emphasis on pending releases.
  • More technical content with segments from our respective Support engineers.
  • Q&A session at the end with Dragon Medical Support.

Webinar registration

Please click to register your attendance for the future scheduled webinars below. You will then receive information for each registered event.

Dragon Medical Hosted (Cloud-based) products:

Click to Register  Thursday, September 7, 2017 at 2:00 pm EST
 (changed from August 10)
Click to Register  Thursday, November 9, 2017 at 2:00 pm EST

Dragon Medical On-Premise products:

Click to Register  Thursday, October 12, 2017 at 2:00 pm EST
 (changed from September 14)
Click to Register  Thursday, December 7, 2017 at 2:00 pm EST

Webinar Video Archive

To review recorded Webinars from the Driven By Dragon series, please click the video links below.

NewAccess to recorded webinars requires an iSupport account and may take several minutes to download and begin playback.


Dragon Medical Hosted
 

Description

Length
(Min:Sec)

File
Size

Posted
Revised

Click to Play

2Q' 2017
May 11

49:13

198 MB

5/11/17

Click to Play

1Q' 2017
February 9

53:53

197 MB

2/13/17

 

Dragon Medical On-Premise
 

Description

Length
(Min:Sec)

File
Size

Posted
Revised

Click to Play

2Q' 2017
June 8

29:48

134 MB

6/8/17

Click to Play

1Q' 2017
March 9

28:42

253 MB

3/9/17

For access to a complete list of archived webinars and to keep current with any changes to the Driven by Dragon Webinar Series, log into iSupport and search for solution:

#16449: Dragon Medical "Driven by Dragon" - Quarterly Customer Webinar Series

If you are not an iSupport subscriber, click iSupport Timesaver for information about how you may get started with iSupport.


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Tina
What's new with Tina?

Tina is a Web Interactive Support tool available in iSupport to assist our Dragon Medical product customers with finding fast solutions to their common support questions.

Tina presents a web-centered, text-based user interface (UI) hosted on the Dashboard tab of the customer iSupport portal. Tina offers a human-like, conversational approach when communicating with our customers, providing personalized, self-service support. Tina's intelligence increases to enhance the customer experience by constantly learning from dialoguing with users.

NewRecent Improvements
The Dragon Medical Support Team is working to improve customer satisfaction by analyzing customer conversations with Tina and making appropriate changes. Tina was updated on 7/28/17 with the following changes:

  • 37 answers added or enhanced.
  • 126 key search phrases added to improve responses across a myriad of topics.
  • iSupport solutions updated to support improvements.

Here are some of the support topics addressed:

    iSupport Service Request administration
    PowerMic Mobile pairing issues
    Changing UNC path within NMC for DMNE master profile
    PowerMic virtual extensions for button control
    Supported versions of Epic
    Determining version of Dragon Medical products
    Dragon Medical One online tutorial
    Dragon Medical licensing questions
    Nuance virtual extensions for Dragon Medical products
    Support level expectations for EHR/EMR target applications
    Activation problems
    PowerPack resources

Past Month Analytics
This past month's reporting analytics for Tina show the following metrics:

  • 314 Conversations
  • 81% First Contact Answer (FCA)...where the percentage of user inquiries are resolved with the first answer.

In order to further improve our customers' experience, the Dragon Medical Support Team continues to add additional content and optimize Tina's capabilities.

So, please continue to ask Tina your questions!

Press the play button on the following eTips video image for a brief demonstration on the operation of Tina.

Play VideoFor a brief demonstration on the operation of Tina, click the video icon.


 

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iSupport

iSupport is an Internet based support site where you can search our dynamic knowledge base for answers to your questions, access our library of operational manuals and quick reference guides, view the latest product enhancements, and submit online requests for service.

iSupport knowledge base content update:
A number of important knowledge base articles have been added or reissued with updated information to iSupport, as follows:

  • 22147 - Dragon Medical One ClickOnce Install Stops on Window 10
  • 21727 - VIDEO: NMS 5.7 Features and Reporting Improvements
  • 21667 - DME Required URLs and Open Network Ports
  • 21567 - Dragon Medical One Features On-Line Tutorial and Customer Feedback
  • 16967 - Nuance Healthcare Notification Services (NHNS) Introduction and Registration for Dragon Medical
  • 16711 - VIDEO: PowerMic Mobile - Product Release Documentation and Resources
  • 15913 - Dragon Medical One - Documentation & Release Notes
  • 16449 - VIDEO: Dragon Medical "Driven by Dragon" - Quarterly Customer Webinar Series
  • 19404 - PowerMic Mobile Pairing/Connection Errors
  • 13102 - Downloads and Resources - Nuance PowerMic™ Microphones
  • 16568 - PowerMic Control Application (PMCA) - PMIIControl.exe Button Mapping
  • 13231 - Can PowerScribe and Dragon Medical software run on the same PC?
  • 14111 - Dragon Medical Network Edition Documentation
  • 14274 - DMNE Client Software Downloads
  • 16889 - VIDEO: Identify version and build numbers for Dragon Medical products
  • 21907 - ASP.NET error installing NMS 5.7 on Windows Server 2016
  • 16522 - DMNE Licensing Issues
  • 17047 - Administrator Guides for implementing DMNE within Citrix XenApp environments
  • 16918 - PMM Android Error "This webpage is not available"

To see the details of any item on the above listing, simply log in to iSupport and search for the article number that precedes each item.

Getting started with iSupport
Registered iSupport members are able to use the full features of iSupport and submit online service requests. Click Getting Started with iSupport to see instructions on how to register to become an iSupport member.


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Contacting support

A dedicated Healthcare Support team is available 24x7x365 for the following Dragon Medical products for customers who have an active maintenance contract with Nuance:

    Dragon Medical One
    Dragon Medical Network Edition (DMNE)
    Dragon Medical Practice Edition (DMPE)
    PowerMic Mobile (PMM)
    Dragon Medical Advisor (DMA)
    Dragon Medical Embedded (Athena / Epic / Meditech)

Nuance Healthcare technical support
This organization can offer assistance via remote on-line connectivity to your systems.

On the other hand, save the call and access Nuance Healthcare's Support Center through our iSupport, Internet-based website at:

https://isupport.nuance.com.

If you are not an iSupport subscriber, click iSupport Timesaver for information about how you may become an iSupport member.

Click here for additional information about how to contact Nuance's customer support team is available at Nuance's Technical Support website:

Nuance depot repair service

Click here for a Web Form to submit a Depot Repair Service Request for Connexions Station (C-phone), Optic Mic, PowerMic, Philips Speech Mic, tape-based recording devices, digital recorders, etc. iSupport members can save time by simply logging in to iSupport and submitting a service request choosing "Depot" as the Request Type.

NOTE: There is no need to submit a Depot Repair Service Request on a PowerMic under a current Nuance Maintenance Contract. Call Nuance's Customer Account Management team at 800-339-7683 to get the broken PowerMic replaced. At the prompt simply say, "PowerMic Replacement."

 

 
 

Support is available for our customers with an active maintenance contract by calling toll-free (800) 833-7776 via our "Say Anything" menu. So say, "support for Dragon Medical (product)" at the prompt.

 
 

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Nuance Healthcare

 

 
 
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Nuance Healthcare Solutions Global Support Services
Nuance Communications, Inc.

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