- How do I acknowledge Connect messages?
- Why does a resident now have NPO as their diet?
- How do I investigate the message details sent from the EHR?
- Why would a message have "No changes made"?
- New rooms/beds have recently been added to our facility. How do I add these in the MealSuite system?
- Why is a person's name in black font rather than a link on the Connect screen? How do I fix that?
- A resident/patient is active in our EHR system but is no longer showing in the MealSuite system. How can I get their profile back?
- I don’t want to have to acknowledge all these Update messages. Can they be acknowledged automatically?
- I have a Resolve message on the Connect screen, but when I click on it, nothing happens. What should I do?
- My resident came back from LOA yesterday, but their profile still says Leave of Absence. What do I do?
- My patient went to the hospital for an appointment and when they came back their menu customizations disappeared. How do I get the customizations back?
- Why am I being asked to resolve rooms when they already exist in the system?
- How do I ignore/stop non-food allergens such as medication applying to a profile?
- How do I stop emails coming from Connect?
How do I acknowledge a Connect message?
Acknowledging a Connect message is a three-step process:
- Open the person's profile by clicking their name. You will notice at the top of the profile screen is one or more coloured alert banners, each indicating one or more messages of a specific type (first screenshot below).
- Click a coloured alert banner to expand it and expose the message details and the Acknowledge button (second screenshot below).
- Click the Acknowledge button to acknowledge the message (second screenshot below).
For more information on acknowledging messages, including the different banner colours for each message type, see Acknowledging a Connect Message from the People Listing Screen.
Why does a resident now have NPO as their diet?
This typically means the following scenario has occurred:
- The resident/patient had an LOA, and your EHR system processed the LOA as a discharge, which triggers the Connect interface to the EHR to archive the profile in your MealSuite account.
- When the resident was readmitted, the Connect interface received an Admit message for the profile, and the Connect setting in your account for an Admit message is to assign the default diet order, which is often NPO, as that is the lowest risk option for safety reasons.
- The resident/patient in the EHR is not assigned an active diet order, and as such their profile in your MealSuite account is not updated and therefore will continue to be NPO.
Because your account is using a Connect interface to pull in diet order assignments from your EHR, manually assigning their diet order in your MealSuite account will not be permanent. You instead must assign diet orders in your EHR. The Connect interface will then perform a synch to update the diet order in your MealSuite account.
How do I investigate the message details sent from the EHR?
You have the ability to investigate the EHR message details to learn what changes were made, when the changes were made, and who acknowledged the message. See the following article for more instructions: Investigating Changes Made to a Profile from the EHR
Why would a message have "No changes made"?
Certain demographic data that is updated in the EHR, such as preferred name, insurance information, and next of kin, is not applicable to a resident/patient profile. When such non-applicable updates are made in the EHR, it can trigger a message to Connect containing "No changes made" in the message details.
New rooms/beds have recently been added to our facility. How do I add these in the MealSuite system?
When a new room/bed has been added to your EHR system, then that new room/bed is not automatically created in the MealSuite system via Connect.
Only when a resident/patient is admitted to the new room will Connect be informed. Because the new room is not yet in the MealSuite system, Connect requires you to resolve the room mapping by selecting the Create New Room option, which automatically creates the new room/bed in the MealSuite system.
See Resolving a Connect Message for more information.
Why is a person's name in black font rather than a link on the Connect screen? How do I fix that?
A person's name in black font on the Connect screen is an unmapped person in the MealSuite system, meaning they do not have an existing profile in the system. You can resolve an unmapped person via the following options:
- Create a New Person - creates a new profile in your account.
- Ignore Message - the message that the unmapped person is associated with will be ignored. This is a useful option for a person who is an outpatient or who has been discharged (thereby allowing the system to accept a re-admit if needed).
- Ignore Person - ignores current message and all future messages for the unmapped person.
See Resolving a Connect Message for more information.
A resident/patient is active in our EHR system but is no longer showing in the MealSuite system. How can I get their profile back?
In this scenario, it often means the MealSuite system archived the profile because it received a discharge message.
You can confirm if the profile was archived by opening the People Listing screen, and using the Status filter to display all archived profiles. For specific instructions, see Locating Archived Persons.
If the profile is archived, then you can unarchive the profile. For specific instructions, see Unarchiving a Person.
I don’t want to have to acknowledge all these update messages. Can they be acknowledged automatically?
Yes. You can set up your account to automatically acknowledge certain message types. When a message type is automatically acknowledged it means you do not have to manually acknowledge the message. For more information and specific instructions, see Setting up Automatic Acknowledgement of Messages.
I have a Resolve message on the Connect screen, but when I click on it, nothing happens. What should I do?
If nothing happens when you click a Resolve button, then contact MealSuite Support via chat, or submit a ticket, or send an email to support@mealsuite.com.
My resident came back from LOA yesterday, but their profile still says Leave of Absence. What do I do?
When a patient or resident returns from a LOA, the return date may not have been entered in the EHR, or the return date is processed as invalid. Regardless, you can easily mark the person as back on-premise via their profile. To do so, see Manually Marking as Person as On-Premise.
My patient went to the hospital for an appointment and when they came back their menu customizations disappeared. How do I get the customizations back?
This typically means your EHR system processed the person's initial absence as a discharge, which triggers Connect to archive the profile in your account. Upon readmission, Connect receives an Admit message for the profile, and the Connect settings in your account for an Admit message are to assign the default diet order, which is often NPO. For NPO, personal menu customizations are not copied over.
To return the personal menu customizations to the person, you will have to reassign a diet order (diet type/texture type/fluid type) on their profile. To do so, see Assigning Diet Order (Diet Type, Texture Type, Fluid Type) to Person. Once a diet order is assigned, the personal menu customizations will be restored.
Note, however, if you assign a diet order that was never previously assigned to the person, then the system will prompt you to copy the customizations from a previously-assigned diet order to the new diet order. For more information and specific instructions, click here.
Why am I being asked to resolve rooms when they already exist in the system?
Sometimes the EHR system sends room data differently for the same room (e.g., "Room 112-1" vs "Room 112, Bed 1"). This causes Connect to recognize it as a new room, and thus prompts you to resolve the room. You can map the EHR room to the existing MealSuite room by selecting the Map EHR room to existing MealSuite room option. For more information and specific instructions, see click here.
How do I ignore/stop non-food allergens such as medication applying to a profile?
For a non-food allergen that is coming through in a Connect message from your EHR, you can select the Ignore Allergy option when resolving the message. To do so, Resolving Allergen Data Mapping Issues.
How do I stop emails coming from Connect?
The system cannot be configured to stop email notification messages coming from Connect. However, to prevent the messages from residing in your main inbox, you can create a rule in Microsoft® Outlook® that automatically moves the messages to a designated folder. To do so, see the following article: Creating a Microsoft® Outlook® Rule for Connect Email Notifications.