Frequently Asked Questions

Updated: May 1 2017

This document can be used as a knowledge base between Vynca and SHS support teams to address support issues.

This is a living document and can be updated by either party (Vynca or SHS) based on changes to software, business process, new reoccurring issues or questions, etc. Once updated, the document should be sent to [] mailer at SHS & [SHSsupport@vynca.org] at Vynca to keep both parties up to date on the change.

For any significant platform or business process changes, e.g. new integrations, updating this document maybe be one of the deliverables of the joint project.

Change History

Change Description	Date	Editor
v1.0 Document created & case flow escalation added	09.14.2016	Ashish Kaul, Vynca
v1.1 Document updated with FAQs	09.14.2016	Ryan Van Wert, Vynca
v1.2 Case flow & FAQs as separate documents	12.12.2016	Ashish Kaul, Vynca
v1.3 Updates for Gen 2	02.23.2017	Ryan Van Wert, Vynca
v1.4 Minor edits & updates	02.23.2017	Ashish Kaul, Vynca
v1.5 Minor edits & updates	02.24.2017	Ryan Van Wert, Vynca
v1.6 Added note about backload POLST MDMs	02.27.2017	Ashish Kaul, Vynca
v1.7 Added and revised Q&A about pink envelopes	03.01.2017	Peter
v1.8 Added note about use of phone numbers	05.01.2017	Frank Wang, Vynca

Reporting Problems, Correcting Errors, Voiding POLSTs and Other Errors

What do I do if I upload a POLST document to the wrong patient’s chart?

Open the document. At the top right hand corner 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 to the correct patient’s chart.

Note:

If you have already destroyed the paper copy of the form, you must print the form from Vynca so that it can be re-uploaded to the correct patient’s chart prior to completing the Report a Problem workflow. The document will no longer be viewable once the document has been marked “Removed”

What do I do if I mistakenly upload the wrong document type to Vynca?

Open the document. At the top right hand corner 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 document again to the correct patient’s chart.

Note:

If you have already destroyed the paper copy of the form, you must print the form from Vynca so that it can be re-uploaded to the correct patient’s chart prior to completing the Report a Problem workflow. The document will no longer be viewable once the document has been marked “Removed”

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

Open the POLST document in Vynca. At the top right hand corner of the screen click “Report a Problem”. Select “Patient has changed their wishes (void this document)” and click Submit.

Note:

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.

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

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

With the document open, click “Report a Problem” at the top right hand corner of the screen. Select “Document does not belong to patient”, and click Submit. The document will be hidden from view and 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 right hand corner of the screen. Select “Document is not POLST” and click “Submit”. The document will be hidden from view, and 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 right corner of the screen. Select “Something else” and provide a brief written description of the problem. Then click Submit. Appropriate actions will be taken to resolve the issue.

What should I do if I see an error message when attempting to access the Vynca system?

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, call technical support.

Creating, Signing and Uploading POLST forms

How do I sign a POLST form?

At the top right of your screen, click “Connect to Mobile”. You will be prompted with instructions to link a smartphone. The smartphone will then display a signature pad which can be used to sign directly on the screen using a finger.

Note:

The signature pad will only appear on the smartphone when you are on the signature section on the desktop;

Any smartphone (belonging to patient, family, healthcare professional) can be used; no PHI is stored or sent to the phone.

In Oregon, the patient signature is not required, and provider signature is not mandatory. If a provider chooses not to use the mobile linking feature to collect signatures, the signature block on the completed POLST form will say “e-signed”.

If using a tablet to access Vynca, you can sign directly on the screen.

How do I upload a POLST form that has already been completed on paper?

On the Dashboard: click on the "Drag or browse for a document to upload" and follow the prompts/ instructions within the user interface.

Note:

For all documents, use SHS scanning software to create a PDF. If you do not normally scan documents into the EHR, please give the form to an employee in your area responsible for scanning forms into the EHR, or send to HIM.

Why can’t I select certain combinations of choices when completing a POLST form?

The Oregon POLST Task force specified valid combination of choices in each section of the POLST form to avoid confusion and discordant choices. For example, it is not possible to select CPR in Section A and Comfort Measures Only in Section B. Additional questions about allowable combinations of choices should be directed to the Oregon POLST Task Force.

What do I do if a patient completes a POLST but does not wish to sign?

A patient signature is not mandatory in Oregon for a valid POLST. However, the healthcare provider signing the form is attesting that the form reflects the patient’s current wishes, so a provider should always verify that a patient wishes to complete the POLST form and that the stated wishes are concurrent with patient preferences prior to signing. If the patient chooses not to complete the form, the form will remain in incomplete status.

What happens if I only partially fill out the POLST form?

Until signed by an authorized healthcare provider, POLST forms remain in incomplete status and are not usable for patient care. To complete an incomplete POLST, click “Resume POLST” on the dashboard. All sections on the POLST form are saved and can be edited.

Note:

Once a POLST form has been signed it cannot be modified. A new form must be created and signed to reflect updated patient wishes, or the form must be voided if the patient no longer wishes to have an active POLST document.

I want to create a new ePOLST but I only see “Resume POLST” on the dashboard. What do I do?

“Resume POLST” means that another member of the care team has started a POLST conversation with the patient. Any choices made are saved and can be edited. Click “Resume POLST”, review the choices made and make any necessary revisions prior to completing the POLST.

Some of the patient’s demographic information (e.g. last 4 SSN) did not prepopulate

All available demographic information including name, address, last four SSN, gender and date of birth are prepopulated when available from the electronic health record. If the information is not pre-populated, you can directly enter the information when completing ePOLST.

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

When a new ePOLST form is created, or a more recent POLST form uploaded, the Vynca system will automatically void the previous form.

Can a patient sign a POLST form from home?

No. At this time, the form must be signed at the healthcare facility.

Can my patient view a POLST form online, or view educational videos at home.

Not at this time.

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 and find additional patient resources at http://oregonpolst.org/' to give to the patient to review their options. Partially completed POLST forms cannot be printed from the Vynca system.

The patient doesn’t have a surrogate. Why am I being prompted to enter surrogate information?

If you fill out a POLST form and click that a surrogate was present for the discussion, you will be prompted to enter the surrogate name. If the patient is below the minimum age to make medical decisions under state law, a surrogate name will also be required.

What do I do if I’m asked to sign an ePOLST that was prepared outside of my healthcare organization?

By signing a POLST you are attesting that the choices on the form represent the patient’s wishes. You should always verify that the choices made on the form are consistent with the patient’s wishes before signing it.

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

Print the form from within the Vynca system by selecting “Print” at the top right hand corner of the screen. The form may be printed on white paper. Place the form in a pink POLST envelope before giving to the patient. Pink envelopes will be available to all inpatient units, emergency departments, and clinics where POLSTs are used. Patients should be instructed to place the pink envelopes containing the POLST form somewhere prominent in their home such as their refrigerator.

Where do I order pink envelopes?

POLST envelopes can be ordered from the SHS Document Center by phone or email. Envelopes are produced offsite so remember to order in advance of running out.

Why do I see a “ePOLST:Y” in the EPIC patient header, but don’t see a clickable document in the current POLST section?

Vynca will send the notification to indicate a “YES” for ePOLST in the patient header in EPIC at Samaritan when a patient POLST has been added in the platform, whether or not it is current and active. If you see a “Y” in the header, and no current POSLT document, you can view the history of POLSTs available for the patient in the “All Documents” section by using the menu button and selecting the “Show History” option.

Why do I need to enter my mobile phone number for mobile linking?

Vynca will send a text message to your phone with a unique URL to initiate the mobile linking process. Vynca does not store or use your mobile phone number for any other purpose and will never sell or send advertisements to your mobile phone number. Vynca will not charge you for this service, however your mobile carrier might charge you to receive text messages. If cost is a concern, you can opt to use email to receive the unique URL used to initiate the mobile linking.

I don't have a smartphone, is there any other way to capture a digital signature?

Using the mobile phone to capture the signature is the preferred method, however you can also sign the document using the mouse on the desktop.

Oregon POLST Registry

Do I still have to send POLST forms to the Oregon POLST Registry?

No. ePOLST and uploaded POLSTs are automatically sent to the Oregon POLST Registry by Vynca.

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

The most recent POLST form in the Vynca system will be marked “CURRENT” in the dashboard. Forms that are outdated will be marked “PRIOR” or “VOID”. At this time, only POLST forms from SHS are being shown in the Vynca system, so you should always call the registry to check for additional forms.

Under what conditions do I still have to call the Oregon POLST Registry?

At this time, only POLST forms from your healthcare organization are being shown in the Vynca system, so you should always call the registry to check for additional forms. You will be notified when the full registry feature is active.

General questions

What platform is currently supported by Vynca?

Vynca supports all modern day browsers, including IE11 and above, Edge, Chrome and Safari. Vynca is currently not supported on any mobile devices at this moment.