iround FAQs Account Questions iround Q. Why can t I log into iround?

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1 iround iround FAQs Account Questions Q. Why can t I log into iround? First, check to see if you are using the correct username and password. If you are unsure what your password is, click forgot password and follow the instructions sent to you by . If your password is correct and you still cannot log in, contact your iround project manager and ask him or her if your account is locked. If your account is locked, ask him or her to unlock it. If your account is unlocked and you still cannot log in, reach out to your Dedicated Advisor or Business Analyst who will assist you in a timely manner. Note: For this question and others in this guide: if you do not know who your iround Dedicated Advisor or Business Analyst are, please contact your internal iround project manager who will connect you. Q. What is my User ID for the iround account activation process? Your User ID is your full address (ex: jsmith@hospital.org) Q. What is my secondary ID? The secondary ID can vary by member organization. Typically, it is your network ID or your phone number; however, we suggest checking with your internal iround project manager to determine what was selected for your organization. Q. What is the BBR URL? The URL for Browser Based Rounding is Q. Does my password expire? If so, how often do I need to update it? Passwords by defaults are set to expire in 90 days. However, if you would like to change the expiration frequency, you may your iround Dedicated Advisor or Business Analyst and they will change it to something more suitable for you Advisory Board All Rights Reserved 1 advisory.com

2 Q. Can we/our IT group maintain or reset user accounts? Your Advisory Board Dedicated Advisor can designate a person in your IT department as an administrator for iround. This administrator will be allowed to resend activation links, and deactivate and unlock user accounts. However, the administrator will not have the ability to create new user accounts. To add a new user, your Dedicated Advisor with the name and address of the person/people you would like to add. Q. How many password attempts do I have before I m locked out? You receive three password attempts before you are locked out of your account. We recommend that you hit the forgot password button after your 2 nd attempt to avoid being locked out. After clicking the forgot password button, you will receive an with instructions to get back into your account. Q. Where is my activation link? Activation links may sometimes be deleted or identified as spam. Check all of your folders, including junk, spam, trash, and deleted items for the activation . It will be sent by info@advisory.com and the subject is Action Required: Activate your Advisory Board User Account. If the link is more than 48 hours old, your internal iround project manager or Dedicated Advisor and ask that your activation link be resent. Q. I m locked out of my account, how do I get back in? your Dedicated Advisor or Business Analyst and they will get in touch with a member of our team to unlock your account. Rounding Questions Q. If a room or bed is empty, can I use iround? Yes, there are questions in many iround forms that allow you to enter EVS/maintenance conditions or to document any other situations that need to be addressed. Q. What if I make a mistake while rounding? As long as you have not clicked Submit, you can make any edits you would like. If you hit Save and Close, you may reopen the rounding form and make any changes or corrections. Q. What is the process if I have submitted a round and need to change something? All submitted rounds are final and cannot be changed. Therefore, we recommend that you only hit Submit once you have checked your round and ensured it is correct. Note: you may Save and Close your round and review it at a later time before submitting it Advisory Board All Rights Reserved 2 advisory.com

3 Q. How do I see who has already been rounded on that day? Go to the Status Map (click on the tab on the top). From there, you can identify which rooms/patients have been rounded on or not based on the color of the room. Green: Has been rounded on today Dark Gray: Has a round in progress Light Gray: Has not been rounded on today Red: Has an open Service Recovery task Note: Rooms that have been rounded on but have an open Service Recovery task will appear as red until the task is closed. Q. Why won t my round submit? One possibility may be that you exceeded the character limits for the rounding comments or any other text field. Additionally, it is possible that you may not have answered a question that is marked as required (denoted with an asterisk) on either the form or a sub-form. Please your Dedicated Advisor if the problem is not resolved by meeting the character limit requirement and if you have answered all required questions. Q. Who can round? Anybody who is approved by the project sponsor will have an iround account created for them. Typically, members include executives, nurse leaders, service recovery leaders, patient advocates, and trained volunteers as iround users. Generally, to ensure rounds are as accurate/honest as possible, we do not recommend including frontline staff as you will be asking the patient about their experience with those staff members. Q. How long do Rounds take? Rounds on average take 4-6 mins once a rounder becomes comfortable with the rounding questions and has worked them into their rounding process. We typically suggest having 5-6 rounding questions to make the rounding process both manageable and efficient. Q. Can we round on family? Yes, if you are unable to round on a patient for any reason, we recommend rounding on a family member if possible. We also encourage rounding on a family member even if the patient is available to speak to you, as you may gain additional feedback that is helpful. To help differentiate the round, you can enter family member in the comments field. Q. Where do my rounds go after I submit them and how do I see them? Once rounds are submitted, you can access them via the Reports tab. Click on the Reports tab and scroll down to the rounding form you used from the forms list. Click on that form and then select your round to view its details. If you rounded from the Status Map, you may view your round by clicking Daily Rounding Summary located at the top of the status map page, and selecting the date on which the round occurred Advisory Board All Rights Reserved 3 advisory.com

4 Q. My rounds disappeared. Why can t I see them anymore? If you were rounding from the Status Map, check first to make sure that you are looking at the correct unit. If the unit is correct, look to see the color the room on which you rounded. If the room is dark grey, it means that you hit Save and not Submit. Click on the round, scroll down to the bottom, and click Submit. If you were rounding from the Forms tab, check to see if the round says In Progress on the right hand side. If it does, click on the round, scroll down to the bottom, and hit Submit until it takes you back to the forms list. Note: When rounding from the forms list, you must click Submit twice to make sure that the round goes through. For this reason, we recommend rounding from the status map, when possible, to minimize the number of clicks needed. General Questions Q. Which Internet browsers are supported by BBR? The following internet browsers are supported by Browser-Based Rounding: Microsoft Internet Explorer version 11+ Mozilla Firefox: version 46+ (both Windows and Mac versions) Google Chrome version 50+ (both Windows and Mac Versions) Safari version 9+ Opera Version 16+ (Windows 8 only) Android Browser Q. How does BBR rounding differ from ios-based rounding? BBR can be accessed via your internet browser on most tablets and PCs/workstations on wheels, in addition to ios and Android devices. It also does not require an app download. ios-based rounding is available only from an Apple ios device, such as an ipad, iphone, or ipod touch. Additionally, you must download the iround application from the Apple store. Status Map Questions Q. What are the benefits of rounding from the Status Map vs. rounding from the Forms List? Rounding from the status map automatically identifies the room/patient on which you are rounding, saving you time on data entry. The status map also allows all rounders to see the status of patients in their units, i.e., who has been rounded on, who needs to be rounded on, and who has an open service recovery issue which requires attention. Q. Why can t I see a certain facility and/or unit? Users are granted access to the facilities/units in which they will be collecting data. If you need access to additional facilities/units, contact your project manager to make the request. Note: Changes to a user s access within the status map are not reflected in BBR on the same day the changes are made. The changes will be applied during the next overnight refresh at 12:00 AM ET, the same time when the Status Map is updated to rest daily rounding status Advisory Board All Rights Reserved 4 advisory.com

5 Service Recovery Issues Q. What amount of time do we have to close iround service recovery tasks? While there is no set time limit, we recommend that you aim to close all service recovery items as soon as possible, or within 24 hours of submission. Q. How do I know who to send a Service Recovery to? During implementation, we work with your leaders to determine who would be the best recipients for each type of service recovery task. Typically, we recommend 2 people per department, which allows for backup coverage when necessary, but is not too many people to risk losing accountability. Check with your team or your project manager for a list of service recovery owners by department. Q. Who gets the notification for service recovery issues? The person assigned ad the service recovery task owner will receive the notification. Q. Can more than one person receive a Service Recovery notification? Yes, if the service recovery task was assigned to more than one owner, all owners will receive a notification. Additionally, you can work with your Business Analyst to create distribution lists for each department to automate the notifications to multiple people. Q. How do I close out a Service Recovery task? In the Tasks tab, under the My Tasks section (or alternatively, click on the My Open Tasks section in the Dashboard), click on the task you wish to close out. Set the status to Complete and add any additional notes. Save the updated status at the bottom of the screen. Q. How do I see the Status of any task that I entered? Click on the Tasks tab. From there, you will be able to filter between your tasks or all tasks that have been submitted. You can sort the tasks by the date they were reported and see the status listed as either Not Started, In Progress, or Complete. Q. Does iround integrate with other ticketing systems? iround currently does not integrate with other ticketing systems; however, this is currently an option that we are exploring. Some members have chosen to give BBR access to someone who manages their ticketing system. This person can then enter iround data into the ticketing system for accountability. Q. I submitted a service recovery this morning but the task owner didn t receive an why not? First, check to make sure that the service recovery was submitted by looking at the Status Map to see if the room/cell is red, or look under My Tasks located in the Tasks tab. If the service recovery was submitted, verify it is assigned to the right department/individual. If the assignment is correct, verify notifications are turned on. Lastly, verify the address for the service recovery owner is correct. If none of these uncover the issue, and the person has still not received an notification, please contact your Dedicated Advisor. Q. Can my pager receive SR notifications? Yes, but only if your pager receives SMS notifications. You can check with your IT team to see if it does Advisory Board All Rights Reserved 5 advisory.com

6 Q. The SR notification text I received doesn t include full information. Why not? Notification SMS texts have a 140 character limit, so they will cut off any information/text past that point. To view the full notification, you can log into iround, click on the task assigned to you and review all of the information. Additionally, if you have notifications enabled, you may view the full service recovery task via your . If you do not have notifications enabled and wish to receive service recovery items through this medium, please your Dedicated Advisor and to have this feature enabled. Forms Q. How do I change/update the forms? If you would like to change or update any forms, you must get any edits approved by your project manager first. If approved, the project manager will reach out to your organization s Business Analyst or Dedicated Advisor and ask them to make the changes. Reports Q. What s the difference between a query and report? A query contains raw data and includes all answers to all questions based on the filters used in its configuration. A report contains calculated data that allows you to view responses to questions in the form of a number or a percentage, e.g., what percentage of people had an issue with pain management, or how many people said communication with their nurses was good. Q. Can I filter or sort my queries in BBR? Yes. First, click on the query you would like to view. Then, set the parameters for your filter at the top in the Filter By field and click apply. Q. Can I export my reports or queries to excel? Yes. First, click on the report or query you would like to download. Then, click Download corner of the query/filter page to download its contents into an Excel file. in the top, right Q. Can I build my own reports/queries? While you cannot build your own reports or queries, your Dedicated Advisor or Business Analyst is happy to assist you. Please reach out to them to discuss your report/query needs. Dashboards Q. Can I update the charts or graphs on the Dashboard? The charts and graphs on the Dashboard cannot be changed or updated. The information on the dashboard is meant to give you an overview of rounding and service recovery performance. If you would like to view information in addition to what appears on the dashboard, reach out to your Dedicated Advisor or Business Analyst to request a custom report Advisory Board All Rights Reserved 6 advisory.com

7 HL7 Q. Why can t I see a patient s name on the status map, even though there is a patient in the room? If you are not seeing a patient s name on the status map, it is likely because they has been transferred to another area (i.e. radiology for pictures, the OR for surgery, etc.). The patient s name should reappear once they are transferred back to their bed. Q. Can some facilities be on HL7 and others not? Currently we do not allow for some facilities to be on HL7 and others not to be. Q. If we rounded on a patient that was discharged, can we go back later and enter rounding information? No. Once a patient is discharged, you will be unable to enter rounding information for him or her. ios App Q. I wasn t prompted to input my user information, how do I know who is logged in? (ipad) Actions>>Settings and see the current login credentials (iphone) Gear icon>>see the current login credentials Q. The forms listed on the device are not the forms assigned to me. How do I see my forms? Log into the device and resync to server. (ipad) Actions>>Settings>>Input your credentials>>sync to Server (iphone) Gear icon>>input your credentials>>sync to Server Q. I have completed my first record, how do I complete another one? Tap on the + in the top, right corner of the form s record list. Q. Can I collect data if I don t have a Wi-Fi connection? Yes. The iround ios-based app will allow you to collect data with or without connectivity to Wi-Fi or a cellular network. However, completed forms will not be synced to the server until there is a connection. Q. Will I lose data if I get a call or text while filling out a form? No. Feel free to answer a call or text when you are using iround s ios-based app. After you are finished, select the iround app icon and you will be brought back to your working record. Q. Can I save progress on a form at any point and finish it later? Yes, records can be saved and completed at a later time. Within the form, tap Save in the top, right corner. These records show a broken paper icon to represent that they are in progress. Users can then reopen and complete a form by selecting it on the form s record list Advisory Board All Rights Reserved 7 advisory.com

8 Q. What is the difference between Save and Done? Save will save the record you are working on as a draft. Drafts will not be sent to the server and will have a broken paper icon next to them. Done confirms that you are finished entering data on that record and are ready to submit the form. Q. What happens if a record fails to sync entirely due to a dropped connection or some other error? The device will attempt to resync the record upon the next sync with the server. The next sync will either occur when you log into the ios-based iround app or if you manually trigger a sync by clicking Actions>>Sync from the form s record list. Records will not leave the device unless they have been successfully sent to the server, or have been manually deleted by the user. Q. How do I know if a form input is required or has special validation rules? Required inputs have an * at the end of the question. If you select Done without answering a required question, a pop up message will display a list of unanswered required questions. If you tap cancel, your form will be saved as a draft and listed on the form s record list with a broken paper icon. Q. Do records sync to the server automatically? Yes, records sync automatically when you open the ios-based iround app and when you tap Done after completing a form. You can change these settings by going to the device home screen. Tap Setting>>iRound, then turn off Auto Sync. Q. Who do I contact for technical support? Contact your iround administrator or The Advisory Board Company at iround_support@advisory.com 2016 Advisory Board All Rights Reserved 8 advisory.com