My notes aren't appearing in my patient's chart. What do I do?

In the rare circumstance where a patient's notes haven't automatically downloaded into the patient's chart, you can follow the steps outlined below to manually restore and re-download this patient's note(s).

  • Log in to the Ocean Portal and find the patient who's notes have not automatically downloaded into their chart in your EMR.
  • Click on the patient and select "Restore Downloaded Ocean Notes", from the "Advanced" menu.
  • Go back to the patient's chart in your EMR. The note should automatically download correctly into the patient's chart. If you the patient has filled out some other forms recently, there may be some duplicates notes that get downloaded.

Note: If you are a PS Suite user, you may see a "Download" button appear on your Ocean toolbar and/or Ocean custom form. You may click this button to initiate the note to download immediately.


Why do extra notes sometimes download into the patient chart from the previous visit?

For sites using OSCAR or the legacy (non-API) use of the Ocean custom form in PS Suite, there are some instances where Ocean can appear to be malfunctioning by downloading notes from a previous visit for a patient.

This general problem can be triggered with the following user flow:

  • A patient uses the tablet and finishes with it.
  • Someone opens the chart in the EMR to download the notes.
  • At the end of the day, a clinic user takes the leftover tablet and presses "Back" multiple times to scroll through the patient's forms to get back to the home screen (or presses "Next" to finish off the patient's session).
    • This extra edit to the patient's form will save another copy of the patient's note, which triggers Ocean to queue a re-download request for the note's answers (in case anything of clinical significance has changed).
    • Since the chart isn't re-opened, the unwanted extra note is sitting in Ocean awaiting download; without an external API enabled via Ocean Connect / Cloud Connect, the note cannot download without the chart opening.
  • In a future visit, the chart is finally re-opened. This allows the Ocean custom form to check for any pending downloads. Consequently, it finds the extra note from the last visit and downloads it under today's note.
  • If the tablet session for the patient on this new visit doesn't reach the final "Please return this tablet" screen, Ocean won't automatically download because it's expecting more updates to the form(s).

PS Suite: What is a "temporary note generated by Ocean"?

This is a temporary note generated by Ocean. Use the Ocean Toolbar to import the following information into PSS. @OceanData: -
Ocean Data Awaiting Import: { "tobaccoUseUpdate" : {"cigsPerDay":"15-20","smoker":"Y"}, "alcoholUseUpdate" : {"drinksPerWeek":"5-8”}}

The above note is generated by Cloud Connect when it sees a field update request for one of the fields that the API does not support. This note contains the value of the field in a structured format, which is needed for the Ocean Toolbar to set the field value in PS Suite directly.

Therefore, the Ocean Toolbar (or the "Ocean Toolbar - Minimized" toolbar) must be visible in the patient's chart in order for the temporary note to successfully be converted into an automatic PS Suite update.

To ensure that your Ocean Toolbar is installed and visible in your PS Suite, please refer to: "Download and Install the Ocean Custom Form and Toolbar" and "Create a Reminder Trigger for the Ocean Toolbar".

To learn more about the limitations of the TELUS API, please refer to: "Limitations of the New TELUS API and Workarounds Using the Ocean Toolbar".

Troubleshooting

If you see an Ocean Temporary Note that doesn't immediately (or nearly immediately) disappear, please check the following:

  • Ensure that you have installed the latest version of the Ocean Toolbar.
  • Ensure either the Ocean Toolbar (Standard) or Ocean Toolbar (Minimized) is not only installed but also activated (visible) within the current patient's chart (see above for details).
  • Confirm that the patient chart is not "checked out" on another computer (e.g. another user or another terminal has made edits to the chart without finishing)
  • Try closing and re-opening the patient chart.

If the previous tips do not solve the issue, please copy and paste the entire contents of the Ocean Temporary Note and send it to our support team (after you have selectively removed any personal health information).


PS Suite: Why am I seeing duplicate notes entered into patient charts?

This issue currently seems to be affecting PS Suite users only. If you are using another EMR and require assistance, please contact our support team directly at ocean.tips/support.

We have received reports from some clients that information collected via Ocean Tablets has been generating duplicate (or even triplicate) notes in the patient's chart. As we continue to investigate this issue, we ask anyone experiencing this issue to first check the following:

1. Make sure the patient's chart is not open in PS Suite while the patient completes Ocean forms.

Occasionally this may cause issues with Ocean's automatic updating of the patient's chart in the EMR.

2. Enable OceanConnect mode in the Ocean Custom Form.

You will want to make sure OceanConnect mode is activated within your EMR so there is consistent communication between your tablets and PS Suite.

For instructions on correctly enabling Ocean Connect, please follow the steps outlined in: "Enable OceanConnect on Your Ocean Custom Form".

3. Ensure that you have the latest version of the Ocean Custom Form and Ocean Toolbar.

There was a timing issue in one of the older versions of the Ocean Custom Form, that was resulting in occasional duplication of notes. As a result, you will want to ensure that you are running at least v3.96 of the Ocean Custom Form and v5.11 of the Ocean Toolbar.

You can download the latest versions of the Ocean Custom Form and Ocean Toolbar in: "Download & Install the Ocean Custom Form and Toolbar".

4. Refrain from clicking the "Download" button on the Ocean Toolbar.

The Ocean Toolbar may display the "Download" button ahead of its normal automatic upload of patient information into the EMR. Clicking this "Download" button may cause Ocean to prematurely pull new data before OceanConnect has a chance to automatically download this same data, causing duplication of notes to occur when the automatic download does occur.

5. Refrain from inserting the Ocean Custom Form into the patient's chart.

If you were using Ocean prior to January 2018, you would have needed to insert the Ocean custom form into patients' charts to trigger their notes to download. It's important to note that the new connection to the TELUS API no longer requires you to do this. As a result, you will want to avoid clicking the Ocean logo on the Ocean Toolbar because this can trigger a note download, in a situation similar to above (#4), also resulting in multiple note entries.

If, after troubleshooting the above steps, the duplication issue is still persisting, please contact our support team at ocean.tips/support. To help us with our troubleshooting process, please include the following information in your email:

  • How often does the issue occur? On a daily basis or infrequently?
  • How many patients are affected? Every single patient with an appointment or only a select subset of patients (e.g. only a certain doctor's patients)?

OSCAR: Why does my patient have no Ocean reference number on their Encounter Screen?

In order to generate and obtain the Ocean patient reference number needed for a patient to complete their forms on a tablet, the patient must be first uploaded into Ocean. Patients are uploaded into Ocean from OSCAR by loading the Ocean eForm for that patient.

You can load the Ocean eForm for a patient in OSCAR from the Appointment Schedule or the Encounter screen.

Appointment Schedule Encounter Screen
  • Click on the Ocean shortcut located on a patient's appointment on the OSCAR Schedule.
  • This will open up the Ocean eForm in a new tab or window, uploading the patient into Ocean and generating a patient reference number for the patient.