myohportal FAQ 07 September 2017 This document provides advice to managers using the new myohportal, on how to interact with OH Assist to submit OH referrals, receive reports and track progress of cases. How do I access myohportal? Managers need to use the URL www.myohportal.co.uk Please only use Firefox, Chrome or Edge web browsers. IE11 is acceptable, however, IE10 or older versions of Internet Explorer are not supported by Microsoft and could impact on portal function. How do I create an account on myohportal? If managers have not previously had an account, you can self-create an account (subject to that option being available for your organisation). To set up an account, go to https://www.myohportal.co.uk/suite/login and select Register New Account and follow the instructions. Alternatively, if self-account creation is not an option for your contract please contact your User Administrator within your organisation s contract team. Why is my password or username not being accepted? Do not Copy and Paste Username and Passwords. Copying and pasting passwords/usernames to log into myohportal sometimes copies a space generating an Authentication Error message. Please type the password and username manually. How do I reset my password? Managers can reset their own password via the login screen. Select I have forgotten my password to trigger a reset. Please note that the reset password is always 8 characters. If you receive an error message suggesting there is no security question completed please contact OH Assist. myohportal FAQ 7 September 2017 1
Why do I get an Authentication failed Invalid pin message when I login? The system requires two digits of your PIN at login, not all six digits. Therefore, if you type your PIN incorrectly, or do not type in the correct two digits of your PIN, this error message is displayed and prevents a successful login. Please ensure the correct two digits are entered. I can t login. Why? If your account is deactivated, you will not be able to login. As a security measure, accounts will become inactive if you haven t used the portal for some time. A User Administrator, a Case Coordinator or OH Assist can check your profile status by navigating to Records, then select Accounts and search for your name. The profile Status column in the far-right hand side of this page will confirm the status of your profile as either Active or Inactive. If your account is Inactive, it is necessary to request that your account is reactivated, you can request this by: Asking a User Administrator within your organisation contract team to reactivate your account; or Ask OH Assist to reactive on your behalf however, we will require permission from the User Administrator within your organisation. I can login, but I can t do anything. Why? There may be an error in your profile, please contact OH Assist to investigate either via your Helpdesk or via an email to the inbox detailed at the end of this FAQ. How can I change notification settings? Like many online applications, you can change your account profile settings to manage the notifications you receive by navigating to Records, Accounts, search/select your name and select Related Actions, and then select Update Notification Configuration. You can elect to receive optional notifications or not, and select your preference for receiving the mandatory notifications (email or SMS). Mandatory notifications are the availability of reports. Examples of optional notifications are date referral submitted, appointment booked, did not attend, outstanding information required and further medical evidence requested. myohportal FAQ 7 September 2017 2
What notifications are available for appointments? If employee consent is confirmed at the time of the referral for either SMS and/or email contact, the employee will receive an appointment notification when the appointment is booked and 24 hours in advance of the appointment (subject to when booking takes place in relation to the appointment). The manager will receive an appointment notification via email and/or SMS, depending on their notification settings, only at the time the appointment is scheduled. Why are there no historic documents visible for a referral? All documents have been safely migrated to the new portal, however, they are in a process of being filed so only those managers with the appropriate permission and consent have access to them. This is a complex process and is expected to take several months. To help, we have created a short cut, where individual case records can be requested and downloaded. Go to Actions, All Referral Search (on the left navigation panel), search for the referral ID. Select the referral ID and select Related Actions. Scroll to the bottom of the list and choose the option for Retrieve Historic Documents, select this to download the available documents. What are the different profile types within the myohportal? There are three different profile levels within the myohportal: Manager can make referrals and add additional managers (at the time of the referral or after submission, providing the referral is still active). Additional managers can have sight of the referral and access reports. This is recommended when the referring manager is absent or going on leave; User Administrator individuals within the contract team usually have this profile. They can set up new manager accounts, manager the leavers process and re-activate accounts. Essentially User Administers administrate the access on behalf of an organisation; and Case Co-ordinator have visibility for all referrals on behalf of an organisation and can submit referrals on behalf of other managers. The Power User profile within the previous system is equivalent to the combined User Administrator and the Case Coordinator profile. If I am going on leave, how can I add a colleague as an additional manager? This applies to both managers and Case Coordinators. To add a secondary (additional) manager, select Actions, All Referral Search and search for the referral ID. In the Summary page, at the top righthand side select Update Referral. This takes you to a screen where you can see the original referral, scroll down to the bottom, select Next, and you come to the area of the referral where you can select a secondary manager, providing they have an active account. Employee Name Ref. ID myohportal FAQ 7 September 2017 3
How can I see all employees? In the Records tab, you will only ever be able to see those referrals that you have permission or consent to see, i.e. you are named on the referral as the referring manager or secondary manager. To have a broader based search, select Actions, use the Advanced Employee Search (and search by employee name), you will arrive at the Employee Summary Page and here you can search for other employees from your organisation. In the Employee Summary Page you can change any detail relating to the employee such as the employee contact details or address. Please note: there are two screens that look similar but have different functions. You are at the Employee Summary Page when the employees name only is shown at the top of the screen. The screen that is similar is the Referral Summary Page, to check you are at the right screen the employee name and the Referral ID is shown at the top of the screen. To get to the Referral Summary Page select Actions, using All Referral Search (and searching by referral ID) you arrive at the Referral Summary Page. At Referral Summary Page, you have the option to change specific details concerning the referral. All Tasks related to the referral are accessed from this page, you can also update a referral (add/remove managers), move a draft referral to an active referral and withdraw a referral. Employee Name Ref. ID How do I see the status of my referral? To see the status of a referral, select Actions, select All Referral Search and search for your referral using the referral ID. In the Summary page there is a milestone timeline across the top of the screen which indicates the progress of the referral. Within this Summary page there are a series of tables providing further details about appointments, scrutiny and FME. Additional information will be available via File Notes (left hand navigation screen) which will be available from mid-late September. How do I see all of my referrals? You can see all your referrals by either: Select the Records tab and select the relevant service line and search by Referral ID; or Select Tasks, and View All Referrals. This presents a list of all referrals, select the relevant Referral ID. myohportal FAQ 7 September 2017 4
When will I be able to use the online booking system? Improvements are currently being made to the scheduling function, once these have been released into the live environment, online appointment booking functionality will become available. If I save a referral, how do I retrieve it from a draft status to submit it? When a referral has been saved as a draft, a Task will be associated with the referral to complete it and submit. Either: Select Tasks, in the left-hand navigation screen, select View Draft Referrals, a list of all the draft referrals will be provided and simply select the draft referral you want to open; or View All Referrals and scroll down to the bottom of the screen to Your Draft Referrals and select the appropriate referral. How do I withdrawal a referral? Find the referral by selecting Actions, All Referral Search, search for the referral by ID and select Related Actions. Scroll to the bottom of the screen and select Withdraw or Cancel. Why is a referral showing Pending Approval? Any Bespoke or Non-Core referral may require further approval or require a Purchase Order (PO) number. When creating a referral by selecting the service type, please see the right-hand column which indicates if the referral is Core or Non-Core. If you select a Non-Core referral, approval or a PO number may be required. If you have any concerns please contact OH Assist. Core services do not require this approval/po process. How can I save a referral as a PDF? At the Referral Summary Page (from Actions, and search for your referral by its ID via the All Referral Search) select the Export Referral Narrative, at the top right-hand side of the screen. Employee Name Ref. ID Why am I getting an automated notification message regarding an appointment on my landline? Both referring managers and employees have the option to receive notifications via SMS. If the portal has a landline number instead of a mobile number, unfortunately the notification is directed to a landline and an electronic message may be left. Therefore, if this happens, please change the landline to a mobile number within the portal. myohportal FAQ 7 September 2017 5
To change for an employee, this must be changed at the referral. Select Actions, All Referral Search and search for the referral ID. In the Summary page, at the top right-hand side select Update Referral. This takes you to a screen where you can see the original referral. Please find the employee contact details and amend as appropriate. To change for a manager, the notification settings needs to be updated by selecting Records, Accounts, search/select your name and select Related Actions, and then elect Update Notification Configuration. You can then change the landline number to a mobile number by selecting Update User. How do I de-activate a manager account who is leaving the business? Managers who are leaving your business need to have accounts deactivated. It is necessary to request your User Administer to manage this deactivation. If you do not know who in your organisation is the User Administrator, please ask your contract team or HR. Please note: During the early stages of the myohportal deployment many cases have been migrated from the previous portal and OH Assist have been required to work offline for these cases the notifications may not be working as expected. Therefore, the notifications will only be available for new referrals made via the portal and where online scheduling tools are used. Where can I obtain further help? We hope that this information will assist you, but if you do require any further help, please contact and dedicated client inboxes or portal@ohassist.com and we will respond within two working days. myohportal FAQ 7 September 2017 6