Not all sites use Digital Fulfillment.
The Digital Fulfillment workflow automatically finds Medical Records in an EMR system and attaches those documents to a request, without any human work.
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Not all sites use Digital Fulfillment. |
Only Express ROI requests, those that went directly from Logging to Fulfillment through the Submit and Fulfill command, are excluded from entering the Digital Fulfillment status.
The Digital Fulfillment status allows us to put a request “out of reach” of Client Service Representatives while we run it through the Digital Fulfillment Rules Engine.
In other words, we use the status to build a queue of requests that can be potentially be fulfilled automatically.
If you’re a CSR, you can exclude requests with the Digital Fulfillment status from your Request Search results and focus instead on those that are truly Ready to Fulfill.
By default, Request Search for a CSR does show Digital Fulfillment requests. You should consider removing these requests from your search.
The request remains in the Digital Fulfillment status while the Digital Fulfillment Rules Engine evaluates it.
For the initial release, we check four factors:
Factor |
Description |
Site |
The site must be configured to use the Digital Fulfillment workflow. This configuration is managed by Ciox Health specialists. You cannot enable / disable your site through HealthSource Clarity. |
Requester Type |
As specified for your Site. Each site can limit Digital Fulfillment to specific Requester Type(s) and Primary Reasons for Request. For example, many sites will only send PAYD — MRA requests through the workflow. |
Primary Reason for Request |
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Any of: o Secure Email Delivery o Electronic o Mail |
Based on the results of the evaluation, the request moves to the next appropriate step:
o Meets requirements — remains in a status of Digital Fulfillment and the workflow attempts to locate and attach the requested Medical Records.
o Does not meet requirements — the Request Status changes to Ready to Fulfill so it can be manually processed by a CSR. These requests are then “out” of the Digital Fulfillment workflow.
If Digital Fulfillment tries and fails to find the patient, or to attach Medical Records, the request moves to a Ready to Fulfill status.
This list does not include all possibilities, only the most common:
o Not enough information to identify the patient;
o Multiple patients possibly match the request;
o Medical Records not available in EMR;
o Medical Records found but are too large (>100MB) to be attached to the request;
o Records not found before 6 month timeout period expires. This timeout policy prevents requests from being “stuck” and effectively invisible in the Digital Fulfillment queue, which would in turn affect customer satisfaction and our own Turnaround Time measures.
These Request Search fields and values may help you locate requests that are headed to, currently in, or went through the Digital Fulfillment workflow:
Search Field |
Value |
Description |
Milestone and Status |
Fulfillment — Digital Fulfillment |
Remember, many requests are assigned to this status so they can be evaluated by the Digital Fulfillment Rules Engine. Simply because the Request Status = Digital Fulfillment does NOT mean the workflow can actually attach Medical Records to it. |
Type and Requester Class |
As specified for your site. |
Each site can limit Digital Fulfillment to specific Requester Type(s) and Primary Reasons for Request. For example, many sites will only send PAYD — MRA requests through the workflow. |
Request Reason |
If you’re a CSR, we suggest that you clear Digital Fulfillment from the Milestone and Status list before running a Request Search.
You shouldn’t be “served” these Digital Fulfillment requests if you use these commands:
o Work Next
o Submit and Next
The Next commands should ignore Digital Fulfillment requests because they are not “available” for you to work. Still, the application may work a bit faster and more smoothly if you keep them out of your Search Results.
None of the Fulfillment Dashboard categories include requests in the Digital Fulfillment status.
Category |
Request Status |
Ready to Work |
Ready to Fulfill |
Hold |
Fulfillment User Hold |
Exception |
Fulfillment Exception |
Pend |
Pend |
The Request History captures each step of the Digital Fulfillment workflow, including any failures / issues that push it to Ready to Fulfill.
There is currently no report specifically geared to the Digital Fulfillment workflow. However, these requests are captured in the existing reports:
o Requests that are currently in the Digital Fulfillment status are treated as “open” and will be part of the available inventory (requests that need to be worked);
o Requests pushed out of Digital Fulfillment to Ready to Fulfill count just like any other request in need of Fulfillment;
o Requests that were successfully submitted from Digital Fulfillment count as “complete” from the standpoint of site productivity, even if they have not yet gone through the Back Office / Delivery steps.
