You Have Questions:
Great Lakes Health Connect has answers.
We have compiled a list of the most frequently asked questions in order to make your healthcare journey a little easier. But, we understand everyone is different and your healthcare needs are unique. If you still have questions you don’t see listed here, please don’t hesitate to call or reach out.
Can I reset my VIPR Password via Email?
VIPR passwords cannot be reset via email. Please call GLHC Support at (844) 454-2443 to have your password reset.
Can I print VIPR information?
In order to print from VIPR you must use the print button inside the application, not the one located on the internet tool bar. The VIPR print icon is grey. If the desired information is not printing then go down one level into the encounter or content and print again.
How do I start and stop my iNexx platform?
Instruction for how to start and stop and iNexx platform can be found on the Technical Support webpage.
How do I fix a JAVA error?
Java errors related to iNexx can be solved by stopping and starting the iNexx Platform. If the Java error is not solved, please contact GLHC Support.
How do I add users to the Command Center?
Only Command Center Admins can create and manage users within the Command Center. Contact your organization’s administrator for assistance. Command Center Admins can learn about creating and managing users on the Application User Guide page.
What internet browsers support GLHC solutions?
Great Lakes Health Connect supports the following Browsers: Chrome, Firefox, Internet Explorer, Safari. More information about different versions of these browsers can be found here.
Does everyone connected to GLHC have access to all patient health information?
No. Technical and administrative safeguards are in place to ensure patient information is only accessed for permitted purposes, such as treatment or processing payments, by registered individuals that have a relationship with the patient.
Is GLHC HIPAA compliant?
Yes. In addition to HIPAA, GLHC is governed by many federal and state laws and regulations, including the HITECH Act and CFR 42 Part 2. GLHC and each of its participants have agreed to comply with all applicable laws and regulations.
How does GLHC protect patient data?
GLHC has implemented several physical, electronic, and procedural safeguards to protect the confidentiality, integrity, and availability of patient information. These protections include, but are not limited to, encrypting patient information as well as using firewalls and other dedicated security devices to protect and monitor access to patient information.
How is GLHC different than Michigan Health Information Network Shared Services (MiHIN)?
GLHC is a community based nonprofit, mission driven organization, that provides services for it’s heath care members across the network. GLHC works directly with providers and organizations to solve individual and system level health information exchange issues. MiHIN is a State of Michigan designated entity that offers the healthcare community a connection to State agencies.
How many hospitals are connected to GLHC?
Based in Grand Rapids, Michigan, GLHC is the largest provider of health information exchange in Michigan connecting 128 hospitals and more than 4,000 primary, specialty and allied care practices statewide. Great Lakes Health Connect securely and seamlessly facilitates the transmission of more than 1 billion message transmissions each year for more than two-thirds of Michigan’s residents.
Does GLHC have preferred EMRs
While there are technical and service level differences between EMR vendors, we do our best to work with any EMR vendor used by your organization. We currently connect with 49 different EMR vendors.
Do I need an EMR to participate?
An EMR is not required in order to use the Command Center Solutions; Direct messaging, Referrals, ADT Notifications, the Virtual Integrated Patient Record, and Results Delivery.
What is the difference between an EMR/EHR and an HIE?
While often used interchangeably, there is a distinct difference between an electronic medical/health record system (EMR/EHR) and health information exchange (HIE). An EMR/EHR is an electronic patient chart that is updated by healthcare providers and other medical staff. HIE is the transmission of health care data between facilities and organizations. Check out HealthITBuzz for the difference between an EMR and an EHR.
What time frame can I expect from a call or email from GLHC Support after I submit a ticket?
Our standard SLA (Service Level Agreement) is three business days. Our first priority is urgent production issues.
When is Support available via phone or email?
Problems can be submitted to GLHC via phone or email 24/7. However, they are only monitored during regular business hours which are Monday-Friday, 8:00AM – 5:00 PM EST. If you are experiencing an urgent production issues outside of regular business hours, please call (844) 454-2443 and select Support from the menu. Your call will be forwarded to the afterhours GLHC team member on duty.
How do I contact GLHC Support?
GLHC Support can be reached by email Support@gl-hc.org or by phone (844) 454-2443, select Support from the menu.
How do I report a technical problem to GLHC?
Technical problems should be reported to GLHC Support via email (email@example.com) or phone 844-454-2443.
How do I reset my password in the Referrals application?
If you have forgotten your password or need to reset it for any other another reason, contact your Site Administrator. Site Administrators can learn about creating and managing users by visiting the Referral User Guide webpage.
How do I add a provider in the Referrals application?
To add, delete, or update provider information in the Referral application, please fill out the Provider Update Request Form.
How do I get more offices in the referral application?
One way that you can help increase the number of offices using the referral application is to refer offices to GLHC. We have drafted a letter that you can send to fellow providers and offices that explains the value and benefits of the referrals application.
Is every office in my community using the referral application?
There are over 1,100 physician offices using the referral application. These offices are in 174 cities and 61 counties across Michigan. The list of offices using the referrals application can be found on the Referral Application Resources page.
Do all pages of a form or document need to be returned to GLHC?
Yes, please return all pages of any form or document. We must keep the complete form or document on file and often must complete other parts of the form once it is returned by the client.
How do I return GLHC forms and documents?
Forms are accepted via email, fax, and mail. Our general email address is firstname.lastname@example.org and our fax number is (616) 588-4710. Our mailing address is 695 Kenmoor Ave SE, Ste B, Grand Rapids, MI 49546.
Who signs the DIVA?
The Direct Identity Verification and Authorization (DIVA) form needs to be signed by a representative with signing power at the organization and a Trusted Agent or a Notary.
Who should sign the Data Services Agreement (DSA)?
The Data Services Agreement (DSA) is the basic legal document that outlines each organizations roles and responsibilities. The DSA needs to be signed by the practice/facility/organization before any data can be sent to GLHC. If an organization is owned by a hospital they are covered under the hospital’s legal agreement. The DSA does not need to be signed by every provider working in the participating organization.
What legal documents or agreements does GLHC require?
For medical practices, the base level legal agreement is the Data Services Agreement (DSA). The DSA is both a usage agreement and a business agreement. Another frequently used agreement is a Statement of Work (SOW). The SOW outlines the work that GLHC will do on your behalf. Not all organization and situations require a SOW, as many of our services are provided to medical practices free of charge.
How much does HIE cost?
GLHC is a community based, 501c3 nonprofit organization, funded by organizations that use our solutions to enhance care and reduce the cost of healthcare at their organizations. The price of our solutions and tools support the HIE and are based on the size and scope of the organization wishing to use the services. Because it is our mission to connect all individual healthcare organizations in Michigan, we will help all organizations use our solutions regardless of the their financial capacity.
What is an IC? How can they help me and how do I get in touch with them?
An Implementation Consultant (IC) helps healthcare providers and community organizations understand and use the GLHC suite of applications and solutions. ICs are available to talk to you in person, on the phone, via email, or through online conference services like WebEx.
Click here to see their territories and contact information.
Where is GLHC located?
We are located in Grand Rapids, Mi, but deploy services across the entire state of Michigan. Our mailing address is 695 Kenmoor Ave SE, Suite B, Grand Rapids, MI 49546.
What kinds of healthcare organizations are connected to GLHC?
Any organization that provides health or human service can participate in health information exchange. Depending on the needs of your organization, there is a GLHC solution for you. Currently, GLHC is connected to hospitals, medical practices (primary and specialty), home health organizations, educational clinics, health departments, laboratories, rehabilitation facilities, community mental health services, skilled nursing facilities, community organizations, and more.
Didn’t find the answer to your question on the GLHC website? We are sorry to hear that, ask it here and we’ll get back to you shortly!