FAQ

General

General

What is an eConsult?

An eConsult is an electronic communication between a PCP and a specialist. The PCP sends a patient-specific medical question to the specialist via a secure, web-based platform. They can also attach pertinent documents, such as imaging, lab results, etc., if required. The specialist can then respond with timely advice without the need for a face-to-face consultation. For more information on how an eConsult works, click here.

General

How long will it take to get a response to my eConsult?

eConsults must be answered by specialists within 7 days.

In the South East Region, the median response time for an eConsult is 1.6 days.

General

Can I send my eConsult request to a specific specialist?

Yes. To choose a specific specialist, click on 'Request Consult' and pick the Specific Provider or Group option after logging in to the OTNHub eConsult platform. You can then search by name or specialty in the 'Recipients' box.

General

Delegate Model: How do I add and delete delegates?

If you are registered with Ontario Health (OTN) as a ‘primary contact’ for your organization, the OTNhub User panel displays a “Manage Users” option. Start there after reading this document

Physician Participation

Physician Participation

Why should I participate?

The following reasons for participation were provided by physicians involved in similar projects in Ontario:

  • To reduce the amount of time patients have to wait for specialist advice
  • To reduce the number of unnecessary referrals received
  • To reduce the number of unnecessary face-to-face visits conducted
  • To reduce patient wait times for specialists
  • To help PCPs better prepare patients for specialist appointments by ensuring all necessary imaging, lab work, etc., is completed prior to the initial visit
  • To enhance communication between PCPs and specialists

It should also be noted that, unlike a “hallway consultation” between physicians, specialists participating in the Program are compensated for providing an eConsult. This also allows for an audit trail of the consultation having occurred.

Physician Participation

How will I be compensated?

PCPs participating in the project will bill OHIP using a K code and be paid at the rate identified in the Schedule of Benefits.

Specialists will receive $200 per hour, pro-rated in five-minute increments, rounded up to the nearest increment, for the first 20 minutes. Compensation for time over 20 minutes is calculated to the minute. If an eConsult lasts more than 20 minutes, the system will prompt the specialist for an explanation, in order to be compensated for the portion of the consult over 20 minutes. Time spent conducting eConsults is self-reported.

Departments are paid by SEAMO on a quarterly basis.

Physician Participation

How long does it take a specialist to complete an eConsult?

The length of time it takes to complete an eConsult depends on the complexity of the question from the PCP. 

Physician Participation

How many eConsults do I have to complete?

There is no set number of eConsults each participant must complete. 

Physician Participation

How fast do I have to respond to a request for an eConsult?

eConsults must be answered by specialists within 7 days, however, the target response time for the Program is 48 hours.

Registration

Registration

How do I register for the eConsult Program?

Please download a registration form and email the completed version to our Digital Health team at seamo.digitalhealth@queensu.ca.

Registration

What if my specialty is not part of SEAMO?

If your specialty is not part of SEAMO, please contact the SEAMO Digital Health Team by email.

Registration

Can Allied Healthcare colleagues participate?

A pilot project for Optometry is ongoing until March 2020. For information, please contact the SEAMO Digital Health Support Team

Otherwise, only physicians and nurse practitioners are currently able to participate in the eConsult Program.

Registration

How do I withdraw if I've registered but no longer wish to participate?

You may withdraw from the SEAMO eConsult Program at any time by emailing our Digital Health team at seamo.digitalhealth@queensu.ca.

Patient Care and Liability Considerations

Patient Care and Liability Considerations

What is the Canadian Medical Protective Association's position on physicians using eConsults to provide patient care?

The Canadian Medical Protective Association has assessed the eConsult flow of care and determined that it provides an opportunity to improve efficiency, enhance care, improve access to specialists, and provides a clear audit trail of advice given to the PCPs by the specialists.

Patient Care and Liability Considerations

Who is the most responsible physician (MRP) during an eConsult?

According to the Canadian Medical Protective Association, the PCP remains the MRP for the patient when using the eConsult service. When a specialist accepts an eConsult, it does not transfer the responsibility of care or decision-making to the specialist.

Patient Care and Liability Considerations

What are the liability considerations for specialists?

According to the Canadian Medical Protective Association, specialists are accountable for any advice given via eConsult for patient care, similar to any advice given to a PCP during a “hallway consultation”. Unlike a “hallway consultation”, however, an eConsult provides a clear audit trail, linking the specialist advice to the PCP, which is also document in the patient’s medical record.

Technical

Technical

What are the technical requirements for the Program?

Full details of the technical requirements for the SEAMO eConsult Program can be found here.

Technical

Are you having difficulties logging into the OTNHub through Google Chrome on a KHSC device?

Follow these steps. If you need further assistance, please call the KHSC Support Desk at 613-548-3232 extension 4357.

Technical

Which browsers are compatible with the OTN Hub?

The OTN Hub is cloud-based and is compatible with the following browsers:

  • Internet Explorer v9+
  • Safari v8+
  • Firefox v38+
  • Google Chrome v42+

Full details of the technical requirements for the SEAMO eConsult Pilot Project can be found here.

Technical

Does eConsult connect directly with my EMR?

EMR-integrated eConsult is currently available through QHR Technologies’ Accuro® EMR and KAI Innovations’ OSCAR.  OntarioMD is working to expand availability of EMR-integrated eConsult to additional certified EMRs. The availability to clinicians will vary depending on individual EMR vendors incorporating the service into their product offerings.

Technical

Does eConsult work with Dragon Dictation?

Although the eConsult platform is not directly integrated with Dragon Dictation speech recognition software, if you have Dragon Dictation, you can create a draft consult note using Dragon Dictation and then copy and paste the output into the eConsult platform.

Technical

I forgot my ONE®ID username or password

USERNAME
Your ONE®ID username is firstname.lastname@oneid.on.ca

PASSWORD
Self-serve password reset is available for ONE®ID on the login screen by clicking on the "Forgot Password?" tab. If this does not resolve your issue, please contact the eHealth Ontario help desk at 1-866-250-1554.

Technical

I'm unable to submit or answer a query using the eConsult website

If you are experiencing technical issues with the eConsult platform, please contact the Ontario Telemedicine Network (OTN) Customer Care centre at 1-866-454-6861. Please be sure to identify yourself as a participant of the SEAMO eConsult Program.

If your issue can't be resolved, please contact the SEAMO Digital Health Team.

Technical

I can't connect to the eConsult website

If you are unable to connect to the eConsult website, first determine if the problem is with your browser, Wifi or Internet connection.

If you are attempting to connect from Queen's University, contact the IT Support Centre at 613-533-6666 (internal ext. 36666).

If you are attempting to connect from Kingston General Hospital or Hotel Dieu Hospital, contact the KGH IT Help Desk at 613-549-6666 ext. 4357 or by email khsc.helpdesk@kingstonhsc.ca.

If you are attempting to connect from home, please contact your Internet Service Provider.

If you are experiencing technical issues with the eConsult platform itself, please contact the Ontario Telemedicine Network (OTN) Customer Care centre at 1-866-454-6861. Please be sure to identify yourself as a participant of the SEAMO eConsult Project.

If your issue can't be resolved, please contact our Digital Health Team at seamo.digitalhealth@queensu.ca.

Technical

I have a different technical problem

If you have a different technical problem related to the eConsult Program, please contact our SEAMO Digital Health Team.

Using the eConsult System

Using the eConsult System

Are you having issues logging into the OTN system?

The issue might be your browser. As a result of Adobe no longer updating and distributing Flash at the end of 2020, (which is required to use Internet Explorer 11 for videoconferencing on OTNhub), OTN has removed support for the Internet Explorer 11 browser as of December 11, 2020.

All members are advised to download the Chrome browser as soon as possible to access OTNhub (including videoconferencing, the directory, scheduling, and eConsult) and ensure that their experience continues to be fully supported.

If you have any questions, comments, or need support, please contact us at 1-855-654-0888.

Using the eConsult System

Can I send my eConsult request to a specific specialist?

Yes. To choose a specific specialist, click on Request Consult and pick the Specific Provider or Group option after logging in to the OTNHub eConsult platform. You can then search by name or specialty in the Recipients box.

Using the eConsult System

How do I indicate I'm unavailable for consults?

To let the system know you are unavailable to receive eConsult requests, you can set an "out of office" notification on the OTNHub. To do this, edit your eConsult service availability settings using these instructions.

More Information

More Information

Where do I find more information on the SEAMO eConsult Program?

If you would like to participate in the eConsult program, please download a registration form and email the completed version to our Digital Health Team at seamo.digitalhealth@queensu.ca. You can also visit the Ontario eConsult Service website for more information.

More Information

What is an eReferral?

Electronic referral (or eReferral) is the secure and effective transfer of patient information from one point-of-care client management system into another, via an electronic, web-based platform, for the purpose of referrals. This electronic referral system is meant to replace fax based referrals.

It is also available to any physician that uses a paper-based client management system, as the web-based platform can be used independent of a digital based system. The web-based platform selected for the SE Region is a software product called Ocean. This electronic referral system is meant to replace fax based referrals.

Ocean eReferral simplifies the referral process by enhancing communication between clinicians, allowing primary care providers to quickly search, find, and send referrals electronically.

Ocean eReferral is integrated with select Electronic Medical Records (EMRs) and standardized referral forms are updated automatically with pre-populated information from those EMRs.

Ocean eReferral is also connected with the patient, as patients can choose to receive email notifications with referral status and appointment details. Patients can also confirm appointments directly from the email notification.

As of Fall 2020 and onwards, Ocean eReferral is being deployed in areas of the province, including the South East Region. Any organization that wants to send or receive eReferrals is supported by a regional deployment team for onboarding.