Troubleshooting Technical Issues

I am having trouble with:

ADT/EMR

Patient data from vitals monitors is not properly being processed by the system.

Failed communication will generate a visual indication on CSM/CVSM, indicating that data was not successfully transferred and providing suggested troubleshooting actions.
Patient vitals and risk scores may still be available if manually charted in EMR.
Caregivers will still be able to assess a patient's condition based on other EMR data, and respond per the facility's protocol.

If you are still having issues with patient data from vitals monitors not being processed by the system, please call Hillrom Technical Support at 1-800-445-3720.

Data from the hospital's ADT system that is not being processed by the system.

CSM/CVSM will indicate failed patient queries and provide suggested troubleshooting actions.
Status Board will indicate if an ADT admit/discharge for a patient wasn't received.
Voalte mobile will indicate if an ADT admit/discharge for a patient wasn't received.
Alternative interfaces and the charge nurse may be available for tracking admits, discharges, and transfers.
Caregivers will still be able to assess a patient's condition based on vital signs and EMR data, and respond per the facility's protocol.

If you are still having issues with data from the hospital's ADT system not being processed by the system, please call Hillrom Technical Support at 1-800-445-3720.

A system fault due to loss of power.

CSM/CVSM will indicate loss of network connectivity and provide suggested troubleshooting actions.
Status Board will indicate a power outage via lack of data displayed for a patient and/or bed.
Voalte mobile will indicate a power outage via lack of data displayed for a patient and/or bed.
Hospitals should use backup generators to restore power in the event of an outage.

Once power is restored, contact Hillrom Technical Support at 1-800-445-3720 in the event of any further issues.

Patient data is corrupted.

CSM/CVSM will indicate when data transmission to EMR fails and provide suggested troubleshooting actions.
Assess patient's condition based on vital signs and EMR data, and respond per the facility's protocol.
If you are still having issues with corrupted patient data, contact Hillrom Technical Support at 1-800-445-3720.

Association of patient data to the wrong tenant.

The system deployment is certified prior to clinical use. If there have been changes to the system and you require assistance, contact Hillrom Technical Support at 1-800-445-3720.

Only patient data from vital signs monitor will be impacted; notifications based on orders/lab values/meds will not be affected.
Erroneous data may be detected by comparing displayed data on vitals monitor to data in hospital ADT and EMR systems.

System failure due to software update.

If you experience a system failure after a planned Hillrom software upgrade, please contact Hillrom Technical Support at 1-800-445-3720.

Single, clustered servers will be taken offline for software updates without affecting other servers.
The system deployment is certified prior to clinical use.
System may be rolled back to a prior software release in the event of a system failure.
Software updates are validated at the system level prior to deployment.

System failure due to network outage.

Suggested workarounds:

Status Board will indicate a network outage via lack of data displayed for a patient and/or bed.
Voalte mobile will indicate a network outage via lack of data displayed for a patient and/or bed.
CSM/CVSM will indicate loss of network connectivity and provide suggested troubleshooting actions.

Action: If the problem persists, contact Hillrom Technical Support at 1-800-445-3720.

System failure due to configuration change during system operation.

The system deployment is recertified after configuration changes. If there have been changes to the system and you require assistance, contact Hillrom Technical Support at 1-800-445-3720.

System failure due to incompatible software versions.

Confirm software version is listed in the system compatibility matrix.

Software updates are validated at the system level prior to deployment.
Failed communication will generate a visual indication on CSM/CVSM, indicating that data was not successfully transferred.
Status Board will indicate failed communication via lack of data displayed for a patient and/or bed.
Voalte mobile will indicate failed communication via lack of data displayed for a patient and/or bed.
System may be rolled back to a prior software release in the event of a system failure.
Patient vitals and risk scores will still be available if manually charted in EMR.

If you are still experiencing system failures and you require assistance, contact Hillrom Technical Support at 1-800-445-3720.

ADT/EMR data is not being properly processed by the system.

Troubleshoot the ADT connection.

Caregivers will still be able to assess a patient's condition based on vital signs data and respond per facility protocol.
Caregivers will still have access to ADT to view patient admissions/discharges/transfers, and EMR to view charted data.

If the ADT/EMR data are still not being properly processed by the system, contact Hillrom Technical Support at 1-800-445-3720.

ADT/EMR-based notifications not transmitted to Voalte mobile devices.

Troubleshoot ADT connections.

Caregivers will still be able to assess a patient's condition based on vital signs data and respond per facility protocol.
Caregivers will still have access to ADT to view patient admissions/discharges/transfers, and EMR to view charted data.

If ADT or EMR-based notifications are still not being transmitted to Voalte mobile devices, contact Hillrom Technical Support at 1-800-445-3720.

Bed/ISE Mattress integrated contact-free continuous monitoring device

Bed/integrated contact-free continuous monitoring because it is unavailable.

Troubleshoot contact free continuous monitoring vitals displaying on Status Board or Voalte.

Status Board and Voalte mobile will visually indicate when bed/integrated contact-free continuous monitoring data is unavailable.
Patient weight, vitals, and bed status will still be available if manually charted in the EMR.
Caregivers may still assess a patient's condition based on vital signs and EMR data, and respond per facility protocol.

If you are still having trouble with contact free continuous monitoring, please contact Hillrom Technical Support at 1-800-445-3720.

Incorrect/incomplete mapping of clinical data elements to codes (value sets) has occurred.

If you feel you have an incorrect or incomplete clinical mapping of clinical data elements, contact Hillrom Technical Support at 1-800-445-3720.

The system is not intended to diagnose patients or replace clinical judgment.

Status Board is unable to display patient/bed data.

Refer to Navicare Status Board troubleshooting.

Status Board will visually indicate when data is not available.
Patient vitals/risk score data will still be displayed on supported vital signs monitors, the EMR, and other supported clinical interfaces, such as Voalte mobile.

Troubleshoot contact-free continuous monitoring vitals displaying on Status Board or Voalte.

If you are still unable to display patient/bed data on Status Board, contact Hillrom Technical Support at 1-800-445-3720.

Voalte mobile is unable to display patient/bed data.

Suggested workarounds:Refer to the Voalte troubleshooting guide.

Voalte mobile will visually indicate when data is not available.
Patient vitals/risk score data will still be displayed on supported vital signs monitors, the EMR, and other supported clinical interfaces, such as Status Board.
Troubleshoot the contact-free continuous monitoring vitals displaying on Status Board or Voalte.
If you are still unable to display patient/bed data on Voalte, contact Hillrom Technical Support at 1-800-445-3720.

Notifications were not sent to alert the communication manager

Suggested workarounds:

Vital signs, risk scores, risk stratifications, and risk context will still be viewable on supported clinical interfaces.
Caregivers will still be able to assess a patient's condition based on vital signs/risk score data, and respond per facility protocol.
Caregivers will still have access to the EMR to view charted data.

Action: If the problem persists, contact Hillrom Technical Support at 1-800-445-3720.

Caregivers not aware of stale or outdated data - CFCM monitoring

Suggested workarounds:

Caregivers will still have access to the EMR to view charted data.
Caregivers can configure the Dashboard to remove CFCM vitals and other configurable column data after a period of time.

Dashboard displays patient's "Bed HR/RR On" as green check "On" but CFCM monitoring is not occuring

Suggested workarounds:

Check the patient's bed's CFCM monitoring device if generating a non-vital alert requiring a technician.

Caregivers

Caregiver alert fatigue.

Vitals alert thresholds may be configured per patient to minimize false alerts.
CSM/CVSM vitals alerts may be filtered and/or delayed, as necessary.
Escalation procedures configured in alert communication manager will ensure ignored notifications are sent to multiple back-up caregivers.
Alert manager settings can be configured to minimize vitals alert fatigue, as desired.

Contact assigned Clinical Specialist for assistance in configuring risk-based notification settings, as necessary.

Notification not created or processed correctly

Suggested workarounds:

Caregivers will still be able to assess a patient's condition based on bed, vital signs, and EMR data, and respond per facility protocol.

Action: If the problem persists, contact Hillrom Technical Support at 1-800-445-3720.

Risk monitoring does not respond to resume command, which prevents system notifications

Suggested workarounds:

Caregivers will still be able to assess a patient's condition based on bed, vital signs, and EMR data, and respond per facility protocol.

Action: If the problem persists, contact Hillrom Technical Support at 1-800-445-3720.

Patient Data

Miscalculation of incoming data causes erroneous risk monitoring, clinical decision support, and data transmission to clinical interfaces

Suggested workarounds:

Erroneous data may be detected by comparing displayed data on connected clinical interfaces with data on supported vital signs monitors (e.g., vital signs, risk scores), beds (e.g., patient weight, vitals, and bed safety status), and in the EMR.

Action: If the problem persists, contact Hillrom Technical Support at 1-800-445-3720.

Risk-Based Notifications

No display of bed/integrated contact-free continuous monitoring data on supported clinical interfaces due to a late ADT admission.

Admit patient via the ADT system.
Troubleshoot the ADT connection.
- Late ADT admission is indicated on Status Board as a row without any patient identifier in the default "Patient" column, but with the patient icon colored green in the default "Rails" column of the Bed Status indicators.
- Late ADT admission is indicated on Voalte mobile as a patient not being available to a given room, and no patient data being available.
- Supported wireless beds will indicate that no patient is assigned to bed (patient-centric)(guidance provided in Help Center).
- Proper nursing practice includes assessment and charting of patient vitals upon placing a patient in the bed.

If the ADT is still not properly processed by the system, contact Hillrom Technical Support at 1-800-445-3720.

Incorrect display of bed/integrated contact-free continuous monitoring device data on supported clinical interfaces because the previous patient is still assigned to the bed.

Admit patient via ADT system.
Troubleshoot the ADT connection.
- Smart Device Connectivity Dashboard will display the previous patient assigned to the bed in that room.
- Status Board will display the previous patient assigned to the bed in that room.
- Voalte mobile will display the previous patient assigned to the bed in that room.
- Proper nursing practice includes assessment and charting of patient vitals upon placing a patient in the bed.
- Incorrect data display for a patient should prompt caregiver to contact appropriate hospital personnel to rectify the admit record.

If the ADT is still not properly processed by the system, contact Hillrom Technical Support at 1-800-445-3720.

Incorrect display of bed/integrated contact-free continuous monitoring data on supported clinical interfaces because another person has gotten into a patient's bed.

Remove other person from bed and ensure correct patient is returned to bed.

Bed exit alarm will trigger, when set, due to a patient bed exit or sufficient weight change.
The bed displays a message that only the patient should be placed in the bed, after a patient reset is performed on the bed.

No display of bed/integrated contact-free continuous monitoring device data on supported clinical interfaces because another person has gotten into bed with the patient.

Remove the other person from the bed.

Bed exit alarm will trigger, when set, due to a sufficient weight change.
The bed displays a message that only the patient should be placed in the bed, after a patient reset is performed on the bed.
EarlySense will generate an "Unstable Signal" alert if EarlySense vitals cannot be measured/interpreted.

Notifications are not being sent to Alarm Manager.

Troubleshoot Alarm Manager connection.
- Vital signs, risk scores, risk stratifications, and risk context will still be viewable on supported clinical interfaces.
- Caregivers will still be able to assess a patient's condition based on vital signs/risk score data and respond per facility protocol.
- Caregivers will still have access to the EMR to view charted data.
If notifications are still not being sent to Alarm Manager, contact Hillrom Technical Support at 1-800-445-3720.

Misconfiguration of measurement units and/or time zone causes erroneous data transmission to the EMR.

Contact Hillrom Technical Support at 1-800-445-3720.

Data sent to EMR must still be confirmed by a caregiver before being charted in EMR.
Erroneous data may be detected by comparing data in EMR to data displayed on connected clinical interfaces.

Measurement units of incoming data result in erroneous data display and/or ADT/EMR-based notifications on clinical interfaces.

Contact Hillrom Technical Support at 1-800-445-3720.

The system is not intended to diagnose patients or replace clinical judgment

CFCM vitals from the bed displaying on Status Board or Voalte.

For Status Board:

If the columns are visible:

Scroll to the right (if available, they may be off screen).
1. Click Configure and Select Display to customize this view.
Click Configure and select Columns.
1. Scroll to the bottom of the list and select the columns to be added.
2. If there are no options (for example, MEWS, SIRS, HR, RR), Hillrom Technical Support can provide further assistance.

For Voalte:

Hillrom Technical Support will need to assist with troubleshooting. Before calling, work with hospital IT to ensure that messages provided by the EMR system are successfully flowing into the Gateway. If there is no backlog/queue of messages, contact Hillrom Technical support at 1-800-445-3720.

Bed data and alerts no associated to a location.

For wired beds, plug the bed into the wall connector (ASBC) to associate it to the correct location. For wireless beds, use the bed user interface to assign the bed to the correct location.
- Local alerting from bed and bed-integrated vitals (for example, EarlySense) will still be active.
- Patient vitals data should still be displayed on supported beds, vital signs monitors, and in the EMR.
- Data from sources other than beds would still be available for display on supported clinical interfaces.
In the event of any issues, contact Hillrom Technical support at 1-800-445-3720.

Bed data and alerts associated to incorrect location

For wired beds, plug the bed into the wall connector (ASBC) to associate it to the correct location. For wireless beds, use the bed user interface to assign the bed to the correct location.
- Local alerting from bed and bed-integrated vitals (for example, EarlySense) will still be active.
- Supported clinical interfaces would display bed location associations so that any beds associated to an incorrect location can be identified and correctly associated.
- Incorrect location display for a bed should prompt caregiver to override its assigned location or correct the patient admit record.
In the event of any issues, contact Hillrom Technical Support at 1-800-445-3720.

Bed data not available for charting in EMR because of late ADT admission

Admit patient via ADT system.
Troubleshoot ADT connection.
- Late ADT admission is indicated on Voalte® Status Board and Smart Device Connectivity Dashboard as a row without any patient identifier in the default "Patient" column, but with the patient icon colored green in the default "Rails" column of the Bed Status indicators.
- Late ADT admission is indicated on Voalte mobile as a patient not being available to a given room, and no patient data being available.
- Supported wireless beds will indicate that no patient is assigned to the bed.
- Bed data may be manually charted in the EMR.
- Proper nursing practice includes assessment and charting of patient vitals upon placing a patient in the bed.
If the ADT is still not properly processed by the system, contact Hillrom Technical Support at 1-800-445-3720.

Corrective Action: Admit patient via the ADT system.

Bed data not charted (for new patient) in EMR because previous patient is still assigned to bed.

Correct patient admit record via the ADT system.
Troubleshoot ADT connection.
- Voalte® Status Board will display previous patient assigned to the bed in that room
- Voalte mobile will display previous patient assigned to the bed in that room
- Smart Device Connectivity Dashboard will display previous patient assigned to the bed in that room
- Bed data may be manually charted in the EMR
- Proper nursing practice includes assessment and charting of patient vitals upon placing a patient in the bed
- Incorrect data display for a patient should prompt caregiver to contact appropriate hospital personnel to rectify the admit record
If the ADT is still not properly processed by the system, contact Hillrom Technical Support at 1-800-445-3720.

Incorrect bed data charted (for previous patient) in EMR because previous patient is still assigned to bed

Correct patient admit record via ADT system.
Troubleshoot ADT connection.
- Smart Device Connectivity Dashboard will display previous patient assigned to the bed in that room.
- Voalte® Status Board will display previous patient assigned to the bed in that room.
- Voalte mobile will display previous patient assigned to the bed in that room.
- Incorrect data display for a patient should prompt caregiver to contact appropriate hospital personnel to rectify the admit record.
If the ADT is still not properly processed by the system, contact Hillrom Technical Support at 1-800-445-3720.

Incorrect bed data charted in EMR because another person gets in bed.

Remove other person from bed and ensure correct patient is returned to bed.
- Bed exit alarm will trigger, when set, due to a patient bed exit or sufficient weight change.
- The bed displays a message that only the patient should be placed in the bed after a patient reset is performed on the bed.
- Local device alert settings may trigger an alert when a different person is in the bed and prompt caregiver attention.
- Vitals displayed on Voalte® Status Board, Smart Device Connectivity Dashboard, and/or Voalte mobile for person in bed may be different enough from those of assigned patient to draw caregiver attention.

Bed data not charted in EMR because another person gets in bed with patient

Remove other person from the bed.
- Voalte® Status Board, Smart Device Connectivity Dashboard, and Voalte mobile will visually indicate when patient data is not available, which may prompt caregiver to check on the patient.
- Bed exit alarm will trigger, when set, due to a sufficient weight change.
- The bed displays a message that only the patient should be placed in the bed after a patient reset is performed on the bed.
- EarlySense will generate an "Unstable Signal" alert if EarlySense vitals cannot be measured/interpreted.

Caregivers not aware of stale or outdated data

Contact assigned Clinical Specialist for assistance in configuring stale data settings as necessary.
- Stale vitals data may be removed from display on NaviCare Status Board and Smart Device Connectivity as configured.
- Voalte mobile devices display a visual indication of staleness and time stamp indicating when the data was received.
- Alerts and notifications will still be sent to communicate patients’ current clinical status based on the data available.
- Time stamped patient vitals data should still be displayed on supported vital signs monitors and in the EMR.

Smart Device Connectivity Dashboard unable to access or display patient/bed data

Troubleshoot data displaying on Dashboard.
- Smart Device Connectivity Dashboard will display an indication of connection status so that clinicians are aware of when it has become disconnected and is not receiving updates.
- Patient vitals data should still be displayed on supported beds, vital signs monitors, and in the EMR.
- Patient data will still be available for display on other supported clinical interfaces.
If you are still unable to display patient/bed data on the Dashboard, contact Hillrom Technical Support at 1-800-445-3720.

Unable to Access Smart Device Connectivity Dashboard

Troubleshoot Dashboard access.
- Patient vitals data should still be displayed on supported beds, vital signs monitors, and in the EMR.
- Patient data will still be available for display on other supported clinical interfaces.
If you are still unable to access the Dashboard, contact Hillrom Technical Support at 1-800-445-3720.

Reporting feature unable to access or display patient/bed data

Contact Hillrom Technical support at 1-800-445-3720.
- Patient vitals data should still be displayed in the EMR.

Unable to access the Reporting feature

Troubleshoot Reporting access.
- Patient vitals data should still be displayed in the EMR.
If you are still unable to access Reporting, contact Hillrom Technical Support at 1-800-445-3720.