Home Forums Discussions Problems Error when replying to message

I am receiving this message when replying to a message with an attached chart: "You can't reply to this message because there is a chart attached. Please try Forwarding the chart instead." I noticed that somehow another patient's chart, other than the one that was selected to be attached, is getting attached. Do you have any ideas why this is happening?

To clarify, I am sending a message with patient A's chart attached to provider. The provider replies to me but I notice that patient X's chart is somehow attached. When I hit reply I get that error message above.

Unfortunately it is too each to attach the wrong patient to a message, and therefore the wrong chart, especially if you do "something" else (refill, order) when looking at message, or even having highlighted a patient.
Bug, in my opinion.
Only work around: be careful!

This was a bug that showed up in version 7.1. I haven't fully identified what happens but one scenario is if you start replying to a message then get a new message pop into your inbox the patient attached to the new message will get attached to current message you are working with. If you then try to save this message it will go to the wrong chart. Our Triage nurse runs into this frequently because of the volume of message she is sending and receiving. I made Amazing Charts aware of bug and they saw it themselves, no fix yet:( It came in to play when the refresh button at the top of the messages screen on the main menu no longer clears the message box.

Thanks guys. Joel, that sounds exactly like what happened here because I noticed that the patient whose chart erroneously replaced the correct chart also had a message coming into the provider's inbox while she was replying to the message. I hope AC takes this bug seriously.

in reference to mistakingly attaching the wrong patient to a message.

I hope you don't take this the wrong way, Roger. I am just wondering.

How else could it be set up so that this wouldn't happen other than having a popup that says, "Are you sure this is the right patient," which would be annoying as hell.

Again, just curious.

Bert, actually I HAVE implemented are you sure you have the right patient? dialog/ workflow in an electronic documentation program I created for use at our community hospital. Folks were loading and doing a note on the wrong patient, and sending that note to the Electronic Record (wrong patient).
I believe it should be hard not easy to send a message on the wrong patient.
There seems to be a bit of a disconnect between the various controls on the main screen, such that you can be responding to a message that is not attached to the patient you see highlighted.

I may be misstating what is happening (out of ignorance, not animosity), hence my "opinion" qualifier.

There seems to be a bit of a disconnect between the various controls on the main screen, such that you can be responding to a message that is not attached to the patient you see highlighted.

I am interested in more detail. For my own benefit. Thanks.

Hello! I have not used this forum very often, so forgive me if i am not approaching this the right way.
I have called support and sent bug reports on this issue...we are having a terrible problem with items being saved to the wrong chart. support says no one else is having the problem. i was told (very firmly) that this is NOT a bug and it is our fault that this is happening....
Nephros up above says "I believe it should be hard not easy to send a message on the wrong patient." I agree!!!
also...my guardian angels don't love me any more...never available...when they are...distracted and i feel unimportant!

Bridget,

It does sounds strange. Don't worry about not feeling the love. Most people don't. When AC doesn't know the answer, they seem to act this way.

Here is what I would do. I would download Camstudio. Google it. Video a couple of these. Also take snippets or screenshots on a message at each point. The video will show exactly what it is doing. The file you have will be fairly large so you will not be able to email it to them. There are several free file transfer sites which work like email. Or you can have them upload it.

The other thing to do which would likely work better would be to schedule a time for them to log in. Have a couple of dummy patients. Actually, let them send some messages or you send some and let them actually set it.

In all fairness, and it sounds like you have been more than fair, they have to reproduce the problem to fix it. Does it do this on every computer?

Agree with Bert's suggestion.
And by the way, while I have observed what seemed to be problems, and opined as quoted, I was not able to reproduce the issue when I tried. So good luck at that

And, whatever you do, do not refer to them as Guardian Devils, lol. I did once and nearly had my AC taken away from me. Personally, I thought it was rather funny. I guess some are quite sensitive. If anyone from AC support is reading this, I do think you are angels.

My other thing, though, is just call yourself "Technical support."

Roger is correct also. Get it on Camstudio. And, do the step by step snippets (if you have Win 7 or higher. Print screen if not.

I can always remote in to see if you are doing something obviously wrong. I have a little pull with management. Unless they read this.

This may be a minor example of the situation that I am pretty sure I've seen before where the message appears to get disconnected from the patient.
I brought the message up to view by clicking on the item in the messages list. The dotted arrow shows that the text of that message was being displayed in the message box.
I clicked orders, and created two orders for the patient and printed them out. I then clicked "save but not send" which usually puts the order text into the message box.
I then clicked orders again and got the dialog box as indicated. It says there is no patient associated with the message, however what is displayed is clearly a patient message. Hence the "disconnect"


on the second image I have we clicked on patient message, then click reply, did the orders, clicked save but not send, came back to the message that attempted to cook an additional order and get the same error dialog box.
I was able to successfully send the message, and then retrieve it from my outbox, but got an error when attempting to save it to the patient's chart. And the original message remained in my own inbox (the one that appeared to get "disconnected" from the patient)

Without spending a lot of time trying to figure it out it appears that if I try to do anything other than order the lab and then immediately send off the message that I get the "not associated with a patient" error dialog

Just a question out of curiosity. Nothing that can help. But, why do you put the subject matter in front of the patient rather than to the right. I guess each works; just wondering.

Bert, if you just <tab> after selecting the recipient, the cursor is at the start of the subj field. For a patient message this precedes the name. I assume my staff just starts typing.
I usually don't add anything to the subject line on a patient message when I initiate one
Didn't notice.
Now you've cursed me with foreknowledge of that quirk.

The irony is that I spent over an hour sending messages back and forth between me and my MA by logging in and logging out, thinking that was your problem. That the patient was in the subject line. I have to blame your error message covering everything up, lol.

I have to admit I don't start many messages, but I generally just put the cursor to the right of the name. I just have seen it that way for 11 years, so it was weird. But, it works. I do like to put a subject line I guess for the same reason as an email.

One thing my staff does is color code. But not much. Mostly my MA. You have to know that my CMA is seriously better than I am and works nearly at a FNP level. Well, not quite. But, she can do quite a bit on her own, but ALWAYS sends what she did to me. If she sends ten messages, three will be ones that I need to do something with for sure before she can do anything with it. But, if she sends a message like, "Mom called with two year old with yeast-like rash. Called in Nystatin to Rite Aid. Mom aware." she will code it in blue. So seven out of ten are blue. She is generally spot on with what needs my input and what just needs my approval. If I am in a room, I pretty much always knock off the blues pretty quickly, e.g. open, read and save. The others I save for when I can pay a little more attention to them. Red happens about twice a week. Green is for finished referrals with dates and parents aware. I just save those. But, there are some referrals I need to know. I pretty much always have an empty inbox at the end of the day.

Now if we could just get rid of the Re: Re: Re: (that just can't be that hard to do) Microsoft did it, lol.

well...I just found these responses...thank you everyone...we are still having the problem...I did have AC sign in and tried to duplicate issue and could not...so...it is still happening randomly and I have been told very clearly this is NOT a bug and that my staff is doing something wrong...sigh...My staff is very good at this...they are not doing something wrong...its a bug!

@Nephros...I can't see the screen shots on here...either my eyes or my screen...seems like you are getting the same issue we are. I find it hard to believe that no one else is having problems with this!

I have seen this problem / bug
Seems to happen when messages with attached patients go back and forth
I will keep an eye out for it again. I tend to not save many messages. I prefer to print important messages to updox and import so it does not clutter the previous encounter tab.

I can't believe others are not experiencing this!!!

I have not seen it in 11 years. But, I may not be on the version in question.

I just sent in a bug report for this, as I have seen two cases in the last month. I am unsure exactly how it happened. I'm on version 7.1. Is there any reason EVER why a message clearly labeled with one patient's name should be saved to a different patient? I think not, and thus it should not be possible (don't even have a prompt that asks). Once a chart has someone else's info in it, it is a pain to make sure no HIPPA violations occur with record releases. I think you could construct a clean chart, by using the notes and imported items from the contaminated one. Then you would rename the contaminated one as "SmithXXX, JohnXXX", for example, so you can still see it, but stop using it. I have not yet tried this, and it could be tedious with a big chart, especially if you wanted all the progress notes to be as progress notes and not as imports. And there is always the risk of breaching the space-time continuum....

Hi everyone,

At least part of the above discussion seems to refer to messages becoming "detached" from the patient chart. We have been experiencing this, very intermittently, since approximately version 4, perhaps version 3. Just to show that there is nothing new under the sun, this link from 2011

http://amazingcharts.com/ub/ubbthre...ue/Re_Message_problem_in_5_1_6#Post28140

talks about detached messages.

I don't think we've ever had a message attached to the wrong patient, but when we have several patients with the same last name and first initial, we must be sure we reattach it to the proper patient.

Gene

FYI Version 8.2 Release Notes state that this error should be fixed.

Version 8.2 Release Notes