Physicians Group of Utah ORIGINAL DATE: August 2, 2010 PAGE 1 NO.

SOUTH JORDAN, UTAH REVISED:

POLICY AND PROCEDURE

SUBJECT: NextGen Downtime Procedure

PURPOSE: To ensure that proper documentation is maintained for patient services provided if the
NextGen system is not functional for more than 10 minutes. This policy will outline, not only the
documentation guidelines, but the process for entering the information into the Electronic Health Record
(EHR) once they system is available.

POLICY: This policy is to be reviewed and followed in the event that the EHR system is unavailable
during office hours and the provider needs access to patient information.

PROCEDURE:

Notification

1. Log a help ticket for I.S.

2. I.S. to send email to Super Users and managers when downtime is identified as planned or
unplanned. An email regarding planned downtime should be sent as far in advance as possible,
with a reminder email 12-24 hours ahead of time.
3. Once I.S. fixes the problem or the planned downtime is complete, a follow-up email is sent to the
above to notify them that the system is available.
4. Managers and/or Super Users are responsible to notify staff and providers at their location of any
downtime notifications.

NextGen Down and Plus Working

1. If they NextGen system is down, the staff supporting the provider will supply the provider with
the downtime documentation form for the visit that has been prepared upon rooming the patient
(Attachment A).
2. If NextGen is not available, the provider may still access any hospital records and reports
through the physician portal.
3. The provider should complete the documentation form and give it back to the support staff.
4. The support staff is responsible for retaining the form until such time that the system is available
and then entering the information regarding the Intake from the documentation into the patient
electronic record.
5. The support staff returns the documentation to the physician for any visit that was performed by
the provider during downtime so that the physician may enter in the detail for the visit.
6. Once the provider has completed documenting the visit, the forms are given back to the support
staff and retained for 30 days before shredding.
 7. If the physician is unable to access medical information needed to provide care, the patient
should be asked to reschedule the appointment. The providers are asked to make schedule
adjustments when necessary to accommodate the patient.
8. The schedule may be viewed and changed through Plus, as well as arriving any patient that has a
visit.

NextGen Working and Plus Down

NextGen relies on information to be sent from Plus to create the visit encounters and to facilitate the
charge entry process. If Plus is down, the NextGen downtime process, as outlined above, should be
followed.

Note: When Plus is down, it is still possible to access patient information through NextGen. It is
possible to enter information into the patient record; however, there will be problems with
charges upon creating a new visit encounter through NextGen. NextGen may still be used for
prescriptions, tasks and other functions not related to schedule visits. For patients with a visit,
downtime process should be followed.

NextGen Down and Plus Down

If both systems are down, the provider should follow downtime guidelines as described above and the
patients will be arrived and documentation entered when the systems are working.

Medical Information from the hospital may still be reviewed through the Physician Portal

If the provider is unable to provide services because more patient information is needed, the patient
should be rescheduled. The providers are asked to make schedule adjustments when necessary to
accommodate the patient.

REVIEWED:

APPROVED:
 DOWNTIME DOCUMENTATION FORM
Patient Name Last, First MI Date of birth mm/dd/yyyy Medical Record #

Date of Service Provider Name New Patient 

Established Patient 
Blood Pressure Heart Rate Pulse Ox Pain Score Weight Height BMI
______/______ _____Lbs_____Oz_____KL _____Ft_____In_____cm
Medications: Allergies: Chronic Problems:

Reason and History of Presenting Illness for Current Visit:

Review of Systems:

Physical Exam:

Assessment (Diagnosis):

Plan:

Needed Lab: Needed X-Rays or Procedures:

Complexity: PE Calculation: Total Visit Time: Interpreter Used:

Straight Forward
Low Complexity
Moderate Complexity
High Complexity
Multi system _____hr _____min
Face-to-Face Counseling Time:
Single system ______hr______min
Counseling Details:
Language:____________________________
Interpreter Name:______________________
Relationship to Patient:_________________

Other Referral:

STAFF USE ONLY: Intake information entered into NextGen Date:__________ Initials_______
Provider information entered into NextGen Date:__________ Initials_______
OTHER NOTES: _________________________________________________________________________

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Laminate and put in each room:
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