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TCH Email Requests
Requester
Subject
Notes
Status
Date
Due date
1
Janet Tapa
INC0247943
A parent gave me info that when she text Y on confirming appointments she gets an error message from 89106. She was unable to confirm appointments through her phone. The error message states that they do not have the correct connection.
Contact Phone:936-321-0808
Pending response from requester, second attempt
Pending
11/1/2022
Nov 13, 2021
2
Thurston Denise
WELL - Jeremy SSO Access
Pending response from Peter
Pending
11/1/2022
Nov 12, 2022
3
Thurston, Denise
WELL - Grant ServiceNow Access
Per Linda Corredor, limited licenses available, My access will be granted to Pedro Perret Garza before EOW
Pending
11/1/2022
Nov 12, 2022
4
Kim Frawner
Flu Vaccine Campaign
Pending response from Betsy regarding reporting
Pending
11/8/2022
5
n/a
Visit Mode
Pending Response from Tim Tracy regarding if Visit mode is currently sent across interface
Pending
11/3/2022
6
Stephanie Gallegos
Pending number to be added to EPIC DEP before submitting ticket to WELL
Pending
10/25/2022
7
Neely, Tonja
Well Health Reports-Center
Thanks for meeting with me. Please include me on the Well Health report distribution list.
Jodi/Rodney/Jen
I met with Sebastian, TCH Patient Contact Center, to discuss Well Health reporting options for the Centers. Sebastian is submitting a request to Well Health for more granular reports. The report criteria requested are listed below but are not currently available.
Report response/confirmation rates by the department to include patient MRNs and visit type
· Confirmation rates
· Attempted
· Undeliverable
· Bad phone number
Response rates by department instead of location (currently both Centers are listed as one location)
· Center response rate compared to system target -The system target for response rate is 60%
· What is the Center response rate compared to the target?
Sebastian provided the attached departments that are sending out appointment reminders. Are appointment reminders needed for all departments below? If so, which ones should we keep? I recommend removing these highlighted departments.
HP GP PATHOLOGY
HP GP HLTH ED COM OUT
HP GP ANCILLARY
HP GP CENTERING PREGNANCY
HP SW CENTERING PREGNANCY
HP SW PATHOLOGY-DUPLICATE
HP SW RADIOLOGY-DUPLICATE
Pending response from WELL Health
On Hold
8/1/2022
8
Thiele, Denise
Financial Counseling dept (21240) - e-change 2774
Pending response from Mike
group will meet in dec 19
On Hold
7/7/2022
9
Kotchel, Robin
Sparks Campaign
Need to follow up with Robin regarding the SPARKS study campaign
What do they define as “WEB BASED PLATFORM”
Pending response from robin
On Hold
10
Jackson, Rachel
FW: Well Health Text message
Hello IS,
I would like to update our current well health message to include the department. Please assign to Sebastian David.
Current -
English
Texas Children's Hospital: We have received a referral for {clientFirstNameProperCase} and would like to assist you with scheduling. If you need assistance scheduling your referral, please call 832-822-5290 Monday - Friday 8:00am to 5:00pm. Thank You.
Change Requested –
Hello, this is Texas Children’s Hospital Physical and Occupational Therapy Department. We have received a referral for {clientFirstNameProperCase} and would like to assist you with scheduling. If you need assistance scheduling your referral, please call 832-822-5290 Monday - Friday 8:00am to 5:00pm. Thank You.
Pending response from Marketing Talk to Denise
Reach out to Tessy Carpenter CC Denise
pending response from tessy
In Progress
8/30/2022
Sep 15, 2022
11
Thurston, Denise
Work With VVSC & WELL for Demo
VVSC - Work with brandon and get sample patients of ASR workflow
WELL - Work with Blake to create demo around use cases and ASR workflow
pending group response from VVSC
In Progress
9/12/2022
Sep 17, 2022
12
Thurston, Denise
30 Day Reminder
Work with marketing to come up with a script that explains and moves patinet to confirm and cancelled
Create a spreadsheet tht explains the cadence of messages from 30days if patient confirms, when can patients pre check in
Meeting with Ashlie on 9/23
pendin response from Ashley
In Progress
9/12/2022
Sep 29, 2022
13
RE: Automatic Notifications
I hope this email finds you well! I wanted to reach out to learn more about our automatic appointment reminders. What frequency are they sent out and how are they sent (text, email, phone call)?
Completed
7/19/2022
Jun 28, 2022
14
Thurston, Denise
FW: Requires Follow-up = Texting Participants
Please add this to our list of topic for Wed. 1:1 meeting. I will update you on my discussion with Robin. She wants to send a campaign on 9/24/22 to study patients.
Completed
8/22/2022
Aug 24, 2022
15
Karon, Grace
RE: No Show Analysis: Appt Confirmation Ratios
Respond to her email
Completed
8/4/2022
Aug 24, 2022
16
Thurston, Denise
RE: Hazardous Weather Cancellation - Campaign Script Marketing Approval 072722
1. Also, with the MyChart link – would it be easier to add a hyperlink to MyChart (i.e., ) and delete this language - using this link: txch.info/mychart - or would that be confusing for our patient families?
Completed
8/2/2022
Aug 24, 2022
17
Thurston, Denise
FW: Hazardous Weather Cancellation - Campaign Script Marketing Approval 072722
Please complete a request to have Language Services translate these scripts ASAP. Thanks.
Completed
7/27/2022
Aug 24, 2022
18
Thurston, Denise
Create and Translate Telephone Hazardous Weather Script
Text message scripts works for Telephone Hazardous Weather Script
Completed
8/24/2022
Aug 26, 2022
19
Thurston, Denise
Build Hazardous Weather Campaigns
Build 16 Campaigns for the Hazardous Weather Planning, Refer to Business Continuity documents
Completed
8/24/2022
Aug 26, 2022
20
Thurston, Denise
Create PMP Template w/ Denise in MOLI
Denise to follow up with created shell
Meet w/ Denise to discuss how to fill out PMP
Completed
8/24/2022
Aug 26, 2022
21
Frawner, Kimberly
RE: Dermatology Referral | In Person Visit
Respond to Kim
Completed
8/23/2022
Aug 26, 2022
22
McIntyre, Brandon
RE: USNWR - Well Campaign
INC0176245
INC0165226
INC0165168
INC0177335
Completed
8/10/2022
Aug 26, 2022
23
Felts, Ashlie
Appointment reminder text message updates
Hi Denise and David,
I briefly mentioned this on our call about hazardous weather call, but we would like to explore options to add in a message on the 15 min text message appointment reminder. I’ve included copy below to see if this is something that could easily be added.
For the ideal patient experience, please update your electronic device.
Pending Language Services Spanish Translation Script
Completed
7/22/2022
Aug 27, 2022
24
Thurston, Denise
Pull Response Rate Report
WELL Shared Response, confimartion, reach. with Denise and I at biweekly meeting
Completed
9/1/2022
Sep 2, 2022
25
Gallegos, Stephanie
RE: Build for Ancillary Systems
Stephanie Shared the TCP Fulshear information.
Waiting on WELL to complete build and test line
Completed
8/24/2022
Sep 13, 2022
26
Kadavil, Christina
Share Text Reminder Scripts for Women’s Services
Completed
9/13/2022
Sep 16, 2022
27
Helfers, Megan
RE: Palliative Care - Telehealth Appointment Reminders via Epic
My name is Megan Helfers, and I am one of the current administrative fellows. I am currently working on a project for Diesa Samp with the palliative care team, and they mentioned that their appointment reminders are currently sent manually. Is there any way to automate this?
Completed
10/11/2022
28
Gallegos, Stephanie
TCP Beansprouts
Are these 4 different practices that are standalone or are they same location?
Completed
10/5/2022
29
Gomez, Juliano
Radiology Floor Change
Reach out to LaKenay to see if radiology has moved floors
Completed
9/22/2022
30
TCP QBR
INC0175429
Include in TCP QBR as education opportunity
The patient did not have a proper contact method on the chart from July until September 20th so the patient was not receiving messages during that period of time. This also means that the patient did not have the ability to confirm or cancel appointments during that period of time. On September 21 patient updated their contact method with a proper phone number. Messages should commence as expected. I'm closing this ticket. Please feel free to follow up with more examples if applicable.
Completed
9/12/2022
31
Thurston, Denise
Referral 3day wait rule
Work with Sheila and LaKenya to see if rule helped with referrals
Notify Denise the go live date
Notify Sheila and LaKenya
Completed
9/12/2022
32
Baldez, Christopher
RE: Campaign
I hope you are doing well and staying cool in this heat!!!
I am reaching out to discuss the possibility of doing a few “mini” campaigns. We are attempting to get scheduled out 6 months in our Psychiatry department and need some help with getting people to call back.
We are thinking about doing a campaign that would send out about 25-30 calls at a time (we don’t want to send out too many- we don’t have enough staff to handle a big influx of call backs).
Do you think this would be possible? I know we have details to work out, but wanted to reach out to get the ball rolling! J
Completed
8/1/2022
33
Bogart, Robert
RE: Hazardous Weather Campaign Scripts Rev070622
Thanks for catching this! Confirmed with our writer that you’re correct and we should use Our outpatient facility in each script, for consistency. I’ve attached an updated version to this email.
Completed
7/27/2022
34
Osvog, Jaimie
RE: HPV Automation for August 1st, 2022
I have a second group of provider videos we’d like to begin automation with Well Health on August 1st. I’ve attached a spread sheet of the providers and details for each message including the translated text messages in Spanish from Language Services for each provider. I’ve also notified all providers that we will begin on August 1st.
Completed
7/25/2022
35
WIlson, Stephanie
RE: The Centers GP Obstetrics Pre-Check In
Good afternoon again,
I have a quick question and not sure if this is the team to ask, but it is about pre-check in.
Are you able to see or tell me if our patients HP GP Obstetrics are set up to get text alerts or emails about pre-check in prior to the appointment?
Completed
7/20/2022
36
Brock, Rachel
RE: NEUROSURGERY
Thanks, did they happen to show the team the text message? I see the appointment was canceled on 5/26 so for a text to go out would be a relatively large error since they are 7-3-1 reminder texts…
Denise/Sebastian – Farreen and WC team have submitted a ticket for this issue INC0165667 just as a heads up. I am not sure how it will route (or if it will route to yall on the back end), but just to make you both aware if you see it pop over to you.
I think until IS investigates Farreen, we won’t be able to have an answer for you off the top of our heads! I did the template audit and checked the appointment rescheduling and all done at end of May so very strange.. very strange indeed!
Completed
7/15/2022
37
Rhodes, Lisa
RE: INC0162770 - Snap board notifications
Thanks for this notification! I have updated your ticket so it does not include “snapboard” in the description since this is not a snapboard issue. This is being assigned the Well Health Admin to research further regarding WT EMU appointment reminder setup.
Have you already submitted a Non Standard Requests to have appointment notifications setup for cancelled appointments? If so, what is that task or ticket number?
Completed
7/12/2022
38
Thiele, Denise
INC0155073 - Update location instructions for LT IR Imaging departments
Sebastian,
I have ticket INC0155073 submitted by Darlene Weiss and JoAnna Garza to update 3 Radiology depts phone, fax, address and location instructions. I am working to move the changes to Epic production. Can you make the same updates (if applicable) for the depts in Well Health?
Note: The address, phone, fax and location instructions are the same for all three depts. The external name is different though. For Radiology, the patients are asked to check in for their appt in West Tower on the 18th floor, but the physical locations of where the appt happens is in Legacy Tower.
LT IR IMAGING - 25014
1. External name = Interventional Radiology at West Tower
2. Address = 6621 Fannin St, 18th Floor, Houston, TX 77030
3. Phone = 832-824-5565
4. Fax = 832-825-5563
LT IR IMAGING CLINIC – 25036
1. External name = IR Imaging Clinic at West Tower
2. Address = 6621 Fannin St, 18th Floor, Houston, TX 77030
3. Phone = 832-824-5565
4. Fax = 832-825-5563
LT IR ADULT IMAGING - 25044
1. External name = Interventional Radiology Adult Imaging at West Tower
2. Address = 6621 Fannin St, 18th Floor, Houston, TX 77030
3. Phone = 832-824-5565
4. Fax = 832-825-5563
Completed
7/11/2022
39
Thiele, Denise
RE: Ophthalmology issues for Dr. Morrison and Dr. Yen plus reminders - SLG 6150544
This is to test the interface change in TST to fix the issue in Ophthalmology where appts aren’t being marked as cancelled as expected when using the Re-assign Template functionality. Testing to include:
1. Test scenario before the change is made in TST
2. Move the build to TST and re-test
3. Before and after testing will include what is seen in Well Health in their test environment
Completed
7/11/2022
40
Thiele, Denise
RE: Build for e-change 3338 - Re-naming TCP Thaller and Kayani to Thaller and Associates
Re-naming TCP Thaller and Kayani to Thaller and Associates
Completed
7/7/2022
41
Kadavil, Christina
FW: Customization for Wellhealth appointment reminders / No Shows
Hi Sebastian,
Are you able to pull any data for our Epic Departments with regards to how patients are responding to their appointment confirmation reminders?
Completed
7/1/2022
42
Foster, Rafael
FW: Appointment text
Hi Sebastian- Are you able to look into this for us? One of our Directors received an appointment reminder confirmation this morning and we are not sure why. She does not have an upcoming appointment scheduled. I’ve included her name and phone number in which the text was sent.
Completed
7/1/2022
43
Ligas, Leigh
Text reminder appt arrival time
Patients receive wrong appt arrival
Completed
7/1/2022
44
PCC
Behavioral Health referrals
Waiting to test with WELL
Completed
45
TCP 1960
Hyper link issue with address
Pendign response from WELL
Completed
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ServiceNow Tickets
INC#
Subject
Notes
Status
1
INC0215491
!Secure! ROUTE TO EPIC TEAM
New visit types added to automation. Issue resolved.
Completed
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