Frequently Asked Questions

Updated: September 25 2017

Reporting Problems, Correcting Errors, Voiding POLSTs and Other Errors

What do I do if I upload a POLST document and enter the wrong patient demographic information?

Open the document in the Upload Service portal. At the top middle of the screen, click “Report a Problem”. Select “Document does not belong to patient”, and click Submit. The document will be tagged as “Removed” in the dashboard and hidden from view. Then upload the document again and enter the correct patient demographics.

Note:

The document will no longer be viewable once the document has been marked “Removed”. If you need to upload the correct document, but no longer have a paper copy or the scanned PDF on your computer, you must print the form before reporting a problem so that it can be re-uploaded to the correct patient’s chart prior to completing the Report a Problem workflow. You can print the form from within the system by clicking to view the document and then clicking “Print” at the top right hand corner of the screen.

What do I do if I mistakenly upload something other than a POLST?

Open the document in the Upload Service portal. At the top middle of the screen, click “Report a Problem”. Select “Document is not POLST” and click “Submit”. The document will be tagged as “Removed” in the dashboard and hidden from view. Then upload the correct document to the Upload Service.

How do I void a POLST form based on patient preference?

Open the POLST document in the Upload Service portal. At the top middle of the screen click “Report a Problem”. Select “Patient has changed their wishes (void this document)” and click Submit.

Note:

  1. This function should only be used when the patient wishes have changed. If a form is created or uploaded in error, use the Delete function.

  2. Only physicians, nurse practitioners and physician assistants can void POLST forms.

  3. If you are uploading a new form, please void any older forms for the same patient.

What do I do if I notice that the POLST form appears to be for the wrong patient?

Open the document in the Upload Service portal. Click “Report a Problem” at the middle of the screen. Select “Document does not belong to patient”, and click Submit. The document will be hidden from view and our staff will work to take the appropriate actions taken to resolve the issue.

What do I do if the document I see is not a POLST form?

With the document open, click “Report a Problem” at the top middle of the screen. Select “Document is not POLST” and click “Submit”. The document will be hidden from view, and our staff will work to take the appropriate actions taken to resolve the issue.

How do I report any other issues?

With a POLST document open, click “Report a Problem” at the top middle of the screen. Select “Something else” and provide a brief written description of the problem. Then click Submit. Our staff will work to take the appropriate actions will be taken to resolve the issue.

What should I do if I see an error message when attempting to use the Upload Service?

If you see an error message, close the window and attempt to reload the system, as the session may have timed out. If the problem persists, email Vynca technical support [Support@vynca.org].

Uploading POLST forms

How do I upload a completed POLST form?

First, scan your POLST form and locate the PDF file on your computer. Then, on the initial view screen prior to logging in to the Upload Service, you can drag and drop your POLST form to start the upload process. If you have already logged in you will need to select “Upload New POLST” to begin uploading the document. Once the PDF of the document is uploaded you will be asked to enter the patient demographic information to help the California POLST eRegistry Pilot match the submitted PDF with the patient’s registry file.

Note:

If you do not log in to the system your data will not be saved

What do I do if a patient completes a POLST but does not want to submit to the California POLST eRegistry Pilot?

You should not upload the form if the patient wishes to “Opt-Out” of the California POLST eRegistry Pilot. If the patient still desires to upload the form you may submit the form and select “Opt-Out” on the data entry page. Please note that if the “Opt-Out” box is selected the patient’s POLST information will not be accessible in emergencies by healthcare providers.

What happens if I only have a partially completed POLST form?

POLST forms are required to contain a minimum of at least one selection in Box A, B, or C, a patient signature, a provider signature, a date signed, a birthdate, patient first name, and patient last name. Without this information the form is invalid and should not be uploaded to the California POLST eRegistry Pilot.

Note:

Once a POLST form has been submitted to the Registry, the POLST information cannot be modified or updated. A new upload will be required.

Some of the patient’s demographic information (e.g. last 4 SSN) are not on the form. Is it still valid?

The more data you can provide for patient matching purposes, the better. However, the only required elements are the patient’s first name, last name, and date of birth.

If a patient wants to complete a new POLST, do I have to void the old one?

The Upload Service is a submission mechanism to the California POLST eRegistry Pilot. The main Registry database will automatically mark older forms matching to the same patient as prior without needing you to proactively mark those forms as void. However, we recommend that you explicitly mark older forms as void when a new form is added as an extra layer of protection.

Can my patient view their own POLST form online?

No. At this time, only medical professionals can access POLST forms they have uploaded to the California POLST eRegistry Pilot. If a patient wants to update their POLST orders in the registry they must contact their healthcare provider.

What do I do if a patient wants to take a copy of the POLST form home before making a final decision?

You may print a blank copy of the POLST form at any time.

I want to print a copy of the scanned POLST form to give to my patient but only have white paper. What do I do?

Your patient should keep the original, signed copy of their POLST form. If your patient also wants a copy of their POLST from you can print the form from within the system by selecting “Print” at the top right hand corner of the screen. A white copy of a POLST form is just as valid as a pink form.

How do I know if I am seeing the most recent POLST form?

The Upload Service only shows you the forms that you have submitted or that your designates have submitted on your behalf. If you would like to see a comprehensive view of submitted documents matching to a specific patient, your organization will need to contact Vynca for more information about EHR integration [capolstregistry@vyncahealth.com].

General questions

What platform is currently supported by Vynca?

Vynca supports all major web browsers, including IE11 and above, Edge, Chrome and Safari.