Home Forums Discussions Problems Disappearing Messages in V10.0.2

In regard to the latest version of AC, v10.0.2 (recently we upgraded from v9.1 as required to keep using the ERx component), is anyone having trouble with disappearing messages?

I've emailed tech support and received no reply. Please help.

The scenario: the other day I sent 4 messages to my staff, after hours while processing lab results, for them to call these patients the following day to give lab results. However the next morning I asked the staff about them and NONE OF THE MESSAGES WERE IN THEIR INBOXES. ALL HAD DISAPPEARED !
The clinicians on this forum will immediately understand how this could pose tremendous safety and medico-legal liability risk if our work flow is impaired by the EHR. I can't remember all the messages I send to my staff everyday so this is a rather scary situation to me.

Is there a setting in the new version that I am not aware of? Something that would delete messages over night? Or could this be a bug in the new version?

Your insights and help are welcome.
ALauer
Brewer, ME

You've probably done this, but I would make sure everybody has checked their outbox and deleted items for the phantom messages. While I can't say I noticed anything with the new version, emails disappearing has been a chronic problem for us.

While it's nice to be able to "retract" a message from your outbox, this functionality isn't worth the lack of message tracking. It would be nice if the format were similar to outlook or other email clients, so if somebody doesn't get an email, you can always find a copy of it in your sent box.

Yes DocMark, we had done what you suggested. No messages there. We've been monitoring carefully and no recurrent since that one single event.
thanks for the reply !
ALauer

I just had found that I have missing messages from August. The stub is there in the Past Encounters but no information (see below).

Greg Phillips

MESSAGE (Wednesday August 22, 2018)

TO: LALYN
FROM: PHIGR

RE:

MESSAGE:

Saved to chart by: LaLyn Duschane, MA.

Yikes thanks for the heads up. But I am not surprised since I lose soap note data that is in putted in my exam room laptops after I forward the chart back to my message box and reopen it in my main computer. This is something that I have been trying to figure out not knowing if it is me, the laptops or the program. So far it appears to be only one of the laptops, and it occurs on and off so It is difficult to determine what I am doing if anything that maybe causing this to happen. It maybe that the whole messaging system has too many moving parts for this to work flawlessly. Obviously in the meantime if you are a small clinic you may want to address more serious matters in person with your staff. This is what we do. That being said this is a good pick up on your behalf and I appreciate the warning call.

Thanks

Dru

i found that when i saved a message, usually it would save fine, but i also found some of the messages would save as a blank note.
i have started to
save the message, and choose not to delete the message.
messages are being saved normal , then today, i had one of the messages save as a blank.
i was able to resave the nondeleted message and it saved just fine the second time.
extra work, but i will need to do this until all messages are being saved without problems.

Along this vein, I've also been having an issue when responding to messages in AC. I can be actively typing (be it documenting a patient call or responding to a message from the physician) and the screen will randomly refresh and lose everything I've written. This is especially frustrating when I am the only employee and am trying to juggle phones, patients, faxes, everything else, and be a paragraph into a response or note for the doctor and then have it all disappear for no apparent reason. It will do it several times in one day, then not again for days or weeks; it's always completely random and I don't have to click the refresh messages button for it to happen. There is no way to gauge when it will occur and there seems to be no explanation as to why it does so.

Hi Trista,
What is happening here is that we put a new task in the program that automatically pulls in lab result emails for providers every 15 minutes. What got past us is that the system refreshes the email grid every time it runs. Therefore refreshing your email grid and cleaning it (deleting your email text, sorry).
This has been fixed and tested for version 10.1 that's out in beta now and should be a general release soon.
If you want to upgrade to it now I will help you out with that.
We now have 16 practices currently using V10.1 for about 2 months now and no problems reported.
Please let us know if you want to upgrade, it will fix this issue.
Anthony

Anthony,

Thank you for confirming that this a known bug, I've had clients report this, but couldn't validate the cause/reproducibility.

For those on V10.01-.02, can this be prevented by turning off the lab update service and triggering it manually?

Anthony,

We are Scheduled to re-install 10.2 tomorrow with Ryan. We see no patients tomorrow if you anticipate no huge issues with the beta we can install on my system. Only thing is I do not know a lot about computers so I would be of little help to you guys in that department. Also would need to install it on the other 5 clients to ensure I am up and running the following day and not left without a system when I start seeing patients. So if you want just talk to Ryan.

Dru

Hi Indy,

Yes, in the Admin Options select the Automated Tasks tab.
Then disable the task for "Import Labs Automatically".
Or you can just change the frequency of the task.
Anthony

I am on 10.0.2 and I just discovered that I have "disappearing" messages too. I generate a message and send it to nurse to call Pt with something. If she calls, leaves a message, forwards to herself waiting for the patient to call, then patient calls, she writes something there and then saves to Pt chart it goes without any problems -saved. But if pt answers the phone right away and she saves this message without forwarding to herself first, then it disappears. There is a message in pt chart with no text.

Just wanted to share that we have had similar issue where a message sent to the nurse is no where to be found.

We upgraded to 10 last week and noted loss of content of certain messages. Specifically, messages I send to myself. I want instructions in messages to my staff to be saved. For example, if I tell them to call a patient and communicate a result, I like documentation that I asked them to do so. My practice has been to send such a message to the staff and cc myself. I then save the message I sent to myself (with instructions to the staff) to the patient's chart. This has always worked well until V10. Now the message I send to myself is blank. I can see that it is blank in the message box, and of course when it is saved, there is no content. The version of the message sent to staff appears appropriately.

I notified AC about this and I am told that this is a recognized bug, with a fix planned for V11 early next year.
I am unclear if this will fix all of the above message issues or not.