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Why Can’t I See my Result in the EHR?

This quick overview addresses some troubleshooting steps you can take if your results aren't making it into your EHR.

Follow the Data:

Your results are not in the EHR, so we must follow the data workflow and determine where the test is getting “stuck”. Select the option below that best describes your situation:

My test is not in the myRelaymed Portal or the EHR

My test is in the myRelaymed portal, but not in the EHR

My test is not in the myRelaymed Portal or the EHR

Please ensure that you check the two sections in the myRelaymed portal first to locate your results:

Manual Review, and Action Required.

If your test is not present in either tab, please proceed to the next step in this section. If your test is in one of those two tabs, please proceed to this section.

So, your test is not in the portal, but it has completed running on your device. What should you do next? Before reaching out to Relaymed support, please check these basic items:

  1. Check that all of the wired connections on the device are secure. This includes any power cables or network cables.
  2. Power the device off and back on again. 
  3. Go through the device configuration guide for your specific device, and ensure all the settings are correct. You can find our device configuration guides here
  4. If your device has it, please attempt to recall the result again

If you have checked the above items, and you still do not see results in your portal, then we will want to check the Relaymed software agent (RSA). This piece of software is generally installed on a computer or server environment and connects your device(s) to the Relaymed portal.

If you know where this piece of software is located, then please check the following:

  1. Ensure that the computer/server hosting the RSA is turned on
  2. Ensure that the computer is not going into a sleep mode
  3. Check to ensure that the computer/server has an internet connection
  4. Make sure the Relaymed service is still running. (Ask your IT if you aren’t sure)

Please check our requirements for the Relaymed software agent here. If these requirements are not met, then your RSA may no longer be properly connected to Relaymed.

If you have checked all of the items above at the device level, and software level, and still need help or are still experiencing problems, then please reach out to Relaymed support directly.

 

My test is in the myRelaymed Portal, but is not in the EHR

You are seeing the result in the myRelaymed portal, but it is not passing over to the EHR. What can you do? It depends on the test Status that is displayed to you in the Relaymed portal, and generally, it is an easy fix. Let’s go over each common Status and what it means.

These statuses can be shown in Action Required:

  • Order not Found - We are not able to find the open order that you have placed
  • Patient not Found - Relaymed cannot find the patient's MRN as it was entered
  • Test not Mapped - Test is not mapped to an order in your EHR.
  • Test not Sent - We could not send your test to the EHR. Contact Relaymed support.

For the Order not Found and Patient not Found status, you can easily resolve both by expanding the test using the down arrow and selecting Send. For a video outlining this process in greater detail, please see this video.

Or view our quick start guide here and navigate to the 5th page.

For the other two error types, we recommend reaching out to Relaymed support for in-depth troubleshooting:

Phone:  855.219.1572

Email: Support@relaymed.com