Patient portal messages no longer forwarded to mixed-context prescribers
A physician working in a mixed context (i.e., working in an AHS facility as well as at a private clinic/office in the community) may be added to a patient’s care team in Connect Care as a Primary Care Provider (PCP) for a patient receiving services with AHS; however, their role as PCP is related to the community clinic. Patient messages sent via MyAHS Connect to their PCP in this case would not be related to their care with AHS nor to the work the physician does in AHS. As there are no pools or structure to support these messages, the messages are routed to an IT team error pool instead of to the intended physician.
When IT receives a message sent by a patient via MyAHS Connect that is intended for a mixed-context PCP, IT confirms that it was intended to go to a physician who does not have a department that schedules appointments in Connect Care and therefore does not have a clinical support advice request pool to support message management. IT then responds to the patient, letting them know their physician cannot be reached via MyAHS Connect, and to instead contact the community clinic directly.
IT will no longer forward these messages to the physician. Connect Care is also working on a technical solution to prevent patients from being able to send messages to physicians on their care team who do not have an associated pool structure to support them.