Dignity Heath: User Guide for Clinical Staff...Dignity Heath: User Guide for Clinical Staff Find Who’s On-Call & Securely Message Team Members April 2019 . ... conversation, including

Dignity Heath:

User Guide for Clinical Staff Find Who’s On-Call & Securely Message

Team Members

April 2019

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User Guide: Call Calendaring & Messaging on Web

Copyright © 2019 American Well / Confidential

Learn how to:

▪ Log in and set up your user profile

▪ Navigate the site

▪ Find a provider on call for different specialties

▪ Send secure messages and other collaboration options

▪ Contact all users via the User Directory and set up favorites

▪ Switch to a different clinical portal to message a clinical team member at a different hospital

Access Approval

Dignity Health Clinical Staff will use their Dignity Health network credentials to Single Sign On (SSO)

to the American Well URL for their hospital. Your access must be approved in advance. If you are

not able to access the desktop web app via SSO it is likely because your access hasn’t been

approved. Please contact your Clinical Informaticist (CI) for assistance.

Logging In

Once your access is approved, a desktop icon should be pushed to your system. Click on the icon.

If you don’t have an icon, but your access was approved, please click on the following link to find

the URL for your hospital https://avizia-dignityhealth.zendesk.com/.

From the login page, click the blue Single Sign On button and enter your Dignity Health network

credentials to login to the platform.

https://avizia-dignityhealth.zendesk.com/

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Setting up your account

After you have logged in, to the top right of the screen you will see the “Me” dropdown. Click on it

and select “Profile & Account” – this is your user profile.

Update your contact details and any other information you choose. Make sure to scroll to the

bottom and click “Save”.

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You can upload a photo, which will display next to your name. Click “Photo” to upload a photo of

your choice.

You can also modify your notification settings by selecting “Notifications” and turning notifications

on or off for “Messages”. Simply, toggle “ON” or “OFF”. Click on the arrow next to “Details” to set

how you would like to receive notifications.

Note for organizations with Single Sign On (SSO) enabled, the Password tab is not applicable; if

you change your password here, it will not change your corporate network password.

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Navigating the Site

The global navigation bar was designed to be responsive based on the size of the user’s monitor or

device screen. Depending on the size of your monitor or device screen, you may see the complete

global navigation bar at the top of the page, with multiple menu item drop-downs, or the

condensed version, which displays only one menu drop-down.

Complete global navigation bar

Condensed global navigation bar

If you only see one menu drop-down, click on the 3-line menu icon, to expand out the menu, or

reduce the size of your browser window to expose the complete site navigation bar.

To the left of “Me” are four menu options; “Calendar” to access the On-Call Schedule Dashboard,

“Collaborate” where the Staff Directory and Messaging can be accessed, “Tools” for Help &

Support, and “Notifications”.

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On Call Schedule Dashboard

To get to the On-Call Schedule Dashboard, click “Home” on the top-navigation bar.

This will also be your landing page after login. The on call schedule dashboard displays all current

on call providers by specialty. While the default view displays the providers currently on call now,

you can also see the on-call schedule for a past or future date. Click the “On Call Now” drop down

menu, choose “Day View” then select the date.

The on call schedule dashboard allows you to find who is on call by specialty, the providers name,

priority and any notes added by the scheduler.

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Contacting an on call provider

From the on call schedule dashboard, locate the specialty and click on the on call provider you wish

to contact.

Note the asterisk beside the phone number - this shows the provider’s primary contact number.

You can also securely message the provider from this screen by clicking the blue “Message” button.

Note: If you don’t see the Message button, it is because the provider has turned off the System

Messaging contact preference (this is rare).

Clicking the “Message” button will bring you into the secure messaging module. You can see the

name of the provider you are messaging at the top of the screen. To send the provider a message,

simply enter your text and hit the “enter” key on your keyboard or click the blue “Send” button to

the right of the text box.

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You can see your message now appears in the main chat dialogue window.

To send a new message to a different user, click the new message icon to the top left of screen.

The “Select one or more users” window will appear. You can see a list of providers on the right and

filtering options on the left. You can choose to filter by clinical module, also known as on call

calendar, or by specialty. Choose the provider or providers you wish to message. By choosing

multiple providers you can create a group conversation. Next, click “Select” at the bottom right of

the window.

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Group Conversations: If you chose more than one provider when you started the new message, a

group conversation was created. At the top of the screen you can see the name of the conversation

room. By default, it will be called “Conversation” and then the date and time it was created.

Changing the Group Conversation Name: Click the “Info” icon on the top right and scroll down;

click on “Edit Conversation Name.” Type in new conversation name, click “Change”.

Adding People and Other Conversation Options: There are other changes that can be made to a

conversation, including adding new people, adding attachments such as photos or files, and turning

notifications on or off for the conversation. Note that turning notifications off will mute your

notifications for this conversation only and will not affect notifications for other messages or other

recipients.

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Message Management options:

Leave Conversation: If you wish to leave a Conversation, hover your mouse over the conversation

name on the left, the gear icon will appear. Click on the gear icon and select “Leave Conversation”.

You will no longer receive any new messages for this conversation. Other participants in the

conversation will receive a message that you left the group.

Hide Conversation: You can also “Hide” an individual or group conversation to keep your messages

“inbox” clean. Hover over the individual or group conversation name on the left, choose the settings

gear icon and click “Hide Conversation”. This will remove the conversation from your inbox only.

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Delete a single message from all devices: If you sent a message to another user or group of users

by mistake, you can click on the individual message and select “Delete message”. This will remove

the message from all user devices. Hover over the individual message within the thread (not the

room name on the left) – the gear icon will appear. Click the gear icon and click “Delete Message”.

Hide a single message from your device: If you sent a message to another user or group of users

that you want to hide on your device but not for all the other users, you can “Remove for Me”. This

will remove the message from your view only. Hover over the individual message within the thread

(not the room name on the left) – the gear icon will appear. Click the gear icon and click “Remove

for Me”.

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Confirming Message Status - Who read the message and when:

For a 1:1 conversation you will see the message status “Delivered” along with the timeframe. Once

the message has been seen by the recipient, the status will change to “Read” and the timeframe will

be updated.

For a group conversation, you will see the number of participants who read the message. Click on

the number to see the details of who read the message and when.

The Staff Directory

To find a specific provider or team member, use the “Staff Directory”. Click on “Collaborate” on the

top right of screen, then select “Staff Directory”. A list of all user accounts will appear in a list.

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You can search for a specific person by entering their name in the search box – the results will

automatically filter as you type. You can also search by “Specialty”. Note: The results of the

Specialty search will only include users who have selected a specialty in their user profile.

User Status: Notice the green or gray circle beside the user name. Green means the user is

ONLINE and logged into the app; gray means the user is OFFLINE.

Click on the user’s name to see all contact methods enabled by the user in their user profile. Any

provider on call will have a blue” On Call” label on the top right, along with their shift details.

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Clicking the blue “Secure Message” button in the user contact detail page will open a chat in the

“Messaging” module with this user.

***Notice the blue bar next to the message room on the left, which indicates the message you’re in.

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User Directory - Add “Favorites”: If you have a team member that you collaborate with often, you

can add him or her as a favorite so that they will appear at the top of the directory page. Simply

search for the person by name and then click the star icon beside their name. They will be saved as

a favorite and appear at the top of the list from now on. You can remove a favorite by clicking the

star again to remove them.

If you need to get in touch with a user at a different facility or site, click on the arrow beside the

logo at the top left of the screen and then choose the location from the list. Note that you will only

see a list of the sites to which you are provisioned. If you do not have access to a site, contact your

manager or site administrator to resolve.

Logging Out

To log out, simply click on “Me” at the top right of the screen and select “Sign Out”.

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