training manual - drfirst · backline end user training manual - version 2.0.2 3 if you have any...

Training ManualEnd User, version 2.0.2

2Backline End User Training Manual - version 2.0.2

Contents

Introduction ......................................................................................................3

Setting up a New Account .................................................................................4

Logging In ..........................................................................................................5

Home Page Overview ........................................................................................6

Quick Overview of Features ..............................................................................7

1-on-1 ...................................................................................................... 8-9

External Chat.............................................................................................10

Patient-Centered Chat ........................................................................ 11-13

Group Discussion ......................................................................................14

Search for Groups .....................................................................................15

Adding Members .......................................................................................16

Features of Chat .................................................................................. 17-19

User Settings ............................................................................................. 20-22

Delegate Messages ..........................................................................................23

Notifi cations .............................................................................................24 - 25

Notifi cation of Undelivered Scripts ................................................................26

Online Help ......................................................................................................27

Log-Out ............................................................................................................28

Send an Invite ..................................................................................................29

Mobile App .......................................................................................................30

Mobile Diff erences ...........................................................................................31

Thank you! .......................................................................................................32


If you have any other questions or if you require additional assistance, please call DrFirst

Customer Support at (866) 263-6512 or email us at customercare@drfi rst.com. Please have

your DrFirst username/login name handy to help us expedite your service request.

DrFirst Customer Support

Welcome to the Backline User Manual.

Most healthcare organizations value secure texting for the primary use case of protecting PHI.

However, secure communication and collaboration involves more than secure texting. Backline

off ers one of the most feature rich secure texting applications in the healthcare market today because DrFirst built Backline specifi cally to enable care collaboration within and outside of the walls of your organization.

For example, Patient Centered Chat brings together an entire care team in a collaborative group chat, event notifi cation and clinical content delivery provides an immediate and secure method to engage all care providers. Community and Patient engagement enables a healthcare organization to securely communicate with anyone inside or outside of their organizational walls.

In addition to this manual there is a Backline Training Video available under the Help option in the web version of the application.

Should you have any questions or need assistance, feel free to email or call our support desk. DrFirst provides free live Customer Service 24 hours a day, 7 days a week, 365 days a year. Please have the prescription serial number ready before calling support.

Sincerely,

Mary Thompson, RN

Program Director

Introduction


Setting up a New Account

Once an administrator has created a your Backline account, you will receive an email with a link to register your account. The registration link will expire in 21 days. If the link expires, please contact the administrator to have the registration invite resent.

1. Once you click on the registration link in the email, you will be brought to the Akario Backline registration screen.

2. Here they will create a password, answer 2 security questions to be used in case of a password reset, and accept the Terms of Use. To view the Terms of Use, click on Terms of Use and another window will open and display them for you to review.

3. Click ‘Register’ to complete the account set up.


Logging In

Before you can chat via Backline, you need to do some setup. Here is a brief overview of the steps you will need to complete.

1. Go to: https://backline.akariobl.com/

2. Enter your Email and Password

• For eff eciency’s sake, you can click on ‘Remember email’ and it will remember what you last inputted into the form.

• If you forget your Password, you can click ‘Forget Password?’ Input your email address (which is also your Backline ID), and then you will recieve an email to reset your password.

3. Click on ‘Log In.’


Home Page Overview

Once you have logged in successfully, this is the fi rst screen you will see - the home page. Take a

moment to familiarize yourself with the various components on this screen.

Main Sidebar

Chat SearchAlert Badge

Shortcut Bar

Chat Window

User Menu


Quick Overview of Features

Backline is not just a simple messaging tool. It has some very powerful, eff eciency boosting features. Here is a quick overview of what Backline is capable of.

1-on-1A basic chat to talk to another user privately

Attachments

Marking as Urgent

Read Receipts

Badge Notifi cations

Forwarding Messages

External UserChatting securely outside your organization with other healthcare providers

Patient-CenteredA group chat that has the patient’s care team

Group DiscussionCustom group chats made by users

Notifi cationsTimely alerts and personalized notifi cation settings

User SettingsSet availability, privacy, profi le pictures, etc.

Mobile AppMessaging on your iPhone or Android Device

Delegate CallsIf you’re unavailable, it displays contact info for another person

Logging Off Easy log-off features, plus, automatic Time-out

Online HelpEasy log-off features, plus, automatic Time-out

Chat Chat Features

Other Features


1-on-1

1-on-1 chats are designed for communicating with other professionals in your organization. Here, you can have a private conversation with that one person. (You can view users inside and ouside your organization based on their organization’s settings. )

1. Click on ‘1-on-1’ in the top Shortcut Bar.

The colored icon next to the names represents their Availability Status. For more information, please go to the page: User Settings Availability.

Note

2. Next, click the ‘+’ button next to Chat Search fi eld.

3. This is the Add User screen.

Users can fi lter contacts by

their name (fi rst name, last

name or fi rst few letters),

email, organization, or

department, availability.

4. Click on Add to begin a

conversation with a new user.

Continued >>


1-on-1

If you see ‘View’ next to a contact, it means you have already added this user to your 1-on 1 chat list, and clicking View will take you into your existing conversation.

5. Type in the text fi eld at the bottom of the Chat Window.

6. To send it, hit enter on your keyboard. Messages will be delivered regardless if the other user is

online or off line.

Type in Here


External Chat

If you need to speak to someone who is outside of your organization (such as another professional or even a patient), we off er a way to securely chat with them as well (if your organization permits). A globe will appear next to their name in the chat window.

1. Click on the ‘Add External Contact’ button on the Add User screen.

3. If the user is a Backline user of another organization, their organization name will appear below their name to identify them as an and external contact, otherwise ‘external’ will appear.

If the contact has not registered for Akario Backline, they will receive either a notifi cation via SMS or email and be brought to a secure chat webpage where they can send and receive messages with you for a limited time without having to download the Backline application. The limited time frame is set by your organization.

Note

2. Input contact’s email or cellphone number. Then, click ‘Start Chat.’

• If the contact is using Backline at another organization, they will receive the message via a Backline notifi cation.


Patient-Centered Chat

To quickly speed up your communications, users can use Backline to create group chats for a patient’s care team (without having the patient being able to see the chat). However, depending on how Backline is implemented at your organization, the initial chat setup will be diff erent. Without an ADT feed, you will have to manually set up each patient.

1. Select Patients in the Shortcut Bar (bar at the top of the screen).

2. Click the + button to the right of the Chat Search.

Without ADT Feed

4. At a minimun, fi ll in the fi elds that have a red asterisk next to the label.

5. Click ‘Create,’ to fi nish creating this Patient.

You can quickly add in team members here, or later

Means other users cannot search for this patient chat and they can only be added by a member of the group or by an administrator.

3. Click on Create New Patient on the far right.

Continued >>



If you have an ADT Feed connected, Backline can automatically create group chats for a patient’s care team. When an ADT feed is turned on, the user can view the account #, inpatient/outpatient status, and location of the patient. Users can also view the Last Event such as a new bed location. Any change in status from an ADT message will be visible as a chat entry enclosed in a grey box.

Users will not be able to add new patients or edit a patient’s demographic information. If a patient needs to be made ‘Private,’ or confi dential, you must contact your administrator to make

those changes.

This is the newly created Patient-Centered chat screen (PCC). It acts very much like the 1-on-1

chats with the addition of the right sidebar that displays the members that are in this chat.

With ADT Feed

Edit Patient Info

Audible Sound

Notifi cations Toggle Removes User

from Chat

Add other Users

to this Chat



Joining an existing Patient-Centered Chat

1. Select Patients in the Shortcut Bar (bar at the top of the screen), if you’re not there already.

3. Enter in Patient information (such as the name) in the search fi eld to narrow down

results.

4. Click either ‘Add’ or ‘View’ to

launch that chat.

2. Click the ‘+’ button to the

right of the Chat Search.


Group Discussion

If you need to create custom groups, Backline gives you the power to make your own. By harnessing the power of public and private groups, you can improve workfl ows and group

communication.

1. Select Groups in the

Shortcut Bar (bar at the

top of the screen).

2. Click the + button to the

right of the Chat Search.

3. Click on the Create New

Group button.

4. Next, enter the group

name (required) and a

description (optional).

You can quickly add in team

members here, or later

Make group non-searchable.

Other users cannot search

for this group discussion;

they can only be added by

a member of the group. In

addition, a lock will appear

next to the group’s name to

ID it as such.

5. Click ‘Create’ to start the

group chat.


Search for Groups

1. Follow steps 1 & 2 of creating a Group Chat.

2. Enter in the group name into the search fi eld.

3. Click either ‘Add’ or ‘View’ to launch that chat.

Once a group is established, all members of the group will be

able to view your messages. When you join, leave, or add new

members to the discussion, a notifi cation will appear in the

discussion.

Hover over this

icon to view

users in the chat


Adding Members

1. Click on the + button in the right-hand sidebar.

2. Here, you will see the current group members of the chat. Click into the input fi eld a" er the group member

names.

3. As you type, a drop down list will show

the members that fi t your description.

Select that user.

• You can keep adding users in this

dialog box. Click on the ‘x’ a" er

their name to cancel that addition.

4. Once you are done, click ‘Add

Members.’

In all Group and PCC chats, the right sidebar is open. This lists all the participants within that

chat. External users in group chats will only be seen if your organization’s settings permit.


Features of Chat

Mark as Urgent

An alert will appear reminding them they are sending an urgent message which will require an acknowledgement, as well the message will be highlighted in red.

Attachement

Backline allows you to securely send images such as .png and .jpeg, videos, pdf, and other fi les as long as they are under

20 mb.

This is what the person on the other Backline

user will see. They will need to click on this

message, in order for the notifi cation to be

dismissed.


The badge next to your name shows the number of people who have read your message. You can click it to get a detailed list of who saw it.

1-on-1 chats only show when the other person saw it.

If you hover over a message, you can see an arrow icon show. Click on it to forward that message to the appropriate party.

The yellow and red badges next to the buttons in the Shortcut Bar and besides the diff erent chats show the number of messages that are waiting for you attention. Simply opening up the chat gets rid of the badge if it is yellow. If red, you need to click on the red message itself.

Read Receipts

Forwarding a Message

Badge Notifi cations

Features of Chat

2


Recent

If this is not the fi rst time you are logging

into Akario Backline, you will fi nd recent

Backline conversations by clicking on

Recent in the Shortcut Bar.

Chat Search

You can use the Chat Search fi eld to

narrow down the results displayed.

(This will only search chats that you are

included and active in.)

Main Sidebar

You can quickly click on any of the names

in the Main Sidebar to open that chat.

As well, you will see a badge notifi cation

indicating the number of unread

messages within each chat.

Key

Features of Chat


User Settings

If you click on the ‘User Menu’ at the top right hand corner of the screen in the top bar (right next to the avatar symbol), you will be presented with a list of additional options.

User Settings

Send Invites to Others

Lock chat window

Manuals, Training Video, and Feedback Link

Exit Backline

Change your availability status

1. Click on ‘User Settings.’ On the next page, we’ll go into a deeper dive into the functions.


User SettingsProfi le Settings

If desktop and sound notifi cations have been enabled,

users will receive a desktop notifi cation in the bottom

right corner of their screen and they will hear a sound.

Please note: This works only for Desktop and only on the

Google Chrome and Firefox web browsers (not Internet

Explorer).

Current Avatar

Change

Password

Set who can

view your

contact

information

Set Custom

Notifi cations

Change Avatar


User SettingsAvailability

You may have noticed the colored icons next to names or even the colored ring around profi le

pictures. These show the ‘Availability Status’ of that user at that particular time. Here are the

diff erent statuses and what they mean:

• Online - A green check mark or mobile icon indicates they are online either on the web or their

mobile device

• Idle - a yellow circle means they have been idle on the web (Automatic)

• Off line - a grey “x” means they are not currently active on Backline

• Unavailable - a red circle with a white line in the middle means they’re unavailable and cannot

be reached through Backline

To set yourself as ‘Unavailable’

1. Click on ‘Availability’ (either from the User Menu or the Availability tab)

2. Click on the ‘Unavailable’ toggle.

3. You are now unavailable. The circle around your avatar should turn red and a fl oating banner

will appear over your chat window (it can be dismissed by clicking on the ‘x’).

To return to ‘Online’ status, simple click on the ‘Unavailable’ toggle again.


Delegate Messages

When you are off call or busy with something else, should someone still need to get information, you can set a Delegate to handle your messages. Messages are not forwarded to that user - it simply notifi es who to contact.

1. Click on the ‘User Settings’ menu. Then click on ‘Availability.’

2. A drop down should appear where you can choose a Delegate. When a user hovers over your name in the right sidebar, it will tell them who to contact instead.

What the other user sees

Now, when a person hovers over your name, it will show the delegate’s information.


Notifi cations

In group chats, you can turn on/off the sound notifi cation of a new message by clicking on this icon.

Sound Notifi cations

Confi guration Settings

Alert fatigue can be a problem you face, so with Backline, we give you a lot of control over what you want to be notifi ed to.

1. To access these settings, click on the ‘User Menu’ and then click ‘Settings.’

2. From here, look at the le# hand

menu, and click ‘Confi gurations.’

3. You should see something similiar

to this screenshot.

Push Notifi cations - these are mobile

notifi cations.

SMS Reminders - will send you a SMS

message if a message has gone unread

a# er a period of time

Email - will send you an email if a

message has gone unread a# er a

period of time

Continued >>


Notifi cations

In the Shortcut Bar, the ‘Notifi cations’ are where you can access any of your system-to-person

notifi cations such as broadcast messages from an administrator of an event notifi cation, or

clinical content delivery update (ex: admission notifi cation, CCD, lab result, discharge summary).

These allow you to setup your own notifcations to keep track of your patients (ex: ED

Admissions/Discharges, etc). Some rules may already be implemented by your organization, and

depending on the settings, you may be able to turn these off or change the confi guration.

To access this, click on ‘User Menu,’ then click ‘Settings,’ and in the far le# side, click on ‘EHR

Rules.’ (Be sure to hit ‘Save Rules’ a# er you are fi nished making changes)

Notifi cations Tab

EHR Rules


Notifi cation of Undelivered Scripts

Backline is integrated with Rcopia or iPrescribe, our electronic prescribing solution, allowing providers to be notifi ed of when a prescription fails to reach the pharmacy via Backline’s secure

messaging alert system. It will appear under ‘Notifi cations’ in the Shortcut Bar.

Notifi cations of Undeliverable Scripts will come from a sender named Script Notifi cations and will

list the following information:

a. Patient Name

b. Patient DOB

c. Medication Details

d. Pharmacy Name, Address, Phone, Fax

e. DrFirst Support Phone Number

Prescriptions deemed undeliverable would then need other actions taken on them, such as being

called in or printed, signed, and given to the patient.

To setup an account for NUS please contact your administrator.

Screenshot from Desktop version.


Online Help

If you need access to our most up-to-date training manuals, and video, click on the User Menu, and then click on ‘Help.’ This screen should appear. If you have feedback, feel free to insert it in the comment box on the le! side of the modal.

At DrFirst, we’re rolling out our online training course for all our products. Contact us at

LMSFeedback@drfi rst.com if interested.

Online Course Available


Log-Out

Lock Chat

Time-Out

If you just need to lock the chat to your account, you can click on ‘Lock Chat.’ That will disable anyone from being able to chat with your account as your screen is still open.

If you have been idle in the system for 12 minutes (the default value, this may be customized by the organization) you will be taken back to the login screen.

1. Click on the ‘User Menu’

2. Click on ‘Log Off ’

When you are done working with the application, it is a good habit to log out to keep your account secure. Here’s how you can do that.


Send an Invite

1. Click on the ‘User Menu’

2. Click on ‘Invite.’

3. Enter in the contact information in the fi eld. If

you have multiple contacts

you would like to invite,

click on the ‘+’ button to add

another contact.

4. When fi nished, click on ‘Send

Invitation’ to send out the

invites.

All of these messaging functions only work within the Backline community, so chances are, you

may run into someone who does not have a Backline account. So, we created a way to converse

with another healthcare professional using a limited use, free version of the Backline account.

This free version will expire a" er a certain time frame. (These invites should not be used with

patients)


Mobile App

Backline is available as an App for both iOS and Android. It is automatically synced to the web version, so you can pick up any conversation you had from either device.

Download

Simply open the App store or Google Play on your mobile device and search for ‘Akario Backline.’ Once you download the application, you will be able to login and begin sending secure messages.

First Time Login

One of the great features within the mobile application is that users can create a pin for easy access. Upon logging in for the fi rst time, simply type in a 4-digit pin

and confi rm. Next time you login, you will

use the pin instead of typing in your email

address and password.

Start a Chat

1. Tap here to start a new chat.

2. Choose a type of chat.

3. Search for the person or group.


Mobile Diff erences

In order to do this on a mobile, you need to press and hold on a message until this dialouge comes up. Then, tap on ‘Forward to...’

We understand that in some buildings, connectivity issues within the Backline application may occur. That will be demostrated in the mobile menu with a red ring around your avatar. Switching to your data plan may alleviate this issue.

It allows you to perform mass actions on many conversations at once.

• ‘Silence’ turns off notifi cations from that chat.

• ‘Clear Alerts’ clears the alerts from selected conversations.

• ‘Leave’ takes you out of those conversations completely.

Forwarding a Message

Signal Note

What does ‘Edit’ do?


Thank you!

If you have any other questions or if you require additional assistance, please call DrFirst Customer Support at (866) 263-6512 or email us at customercare@drfi rst.com. Please have your DrFirst username/login name handy to help us expedite your service request.

DrFirst Customer Support

Corporate Headquarters9420 Key West Ave., Suite 101Rockville, MD 20850Toll Free (866) 263-6511

West Coast Off ice1640 South Stapley Drive, Suite 122Mesa, AZ 85204(602) 466-7547

sales@drfi rst.com | www.drfi rst.com | blog.drfi rst.com

© Copyright DrFirst 2017

training manual - drfirst · backline end user training manual - version 2.0.2 3 if you have any...

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