Table of Contents
- What are the different External User Account Statuses visible through the Portal and what do they mean?
- Once Syncing, how long does it typically take before records are available?
- What to do if an order remains in Syncing status for longer than 48 hours?
- What are possible reasons causing sync status delays?
- What are possible reasons an order is automatically set to Error?
- What is the expected turn around time for Human API Customer Support sync status inquiries?
- Leveraging the Data API
- Is there any way to obtain more information about why an order was set to Error, or any other External User Account Status, without contacting Human API Customer Support?
- How does the Data API expand on current capabilities?
- How do you set up access credentials?
- What are the different possible Sync Statuses accessible through the API and what do they mean?
- Is there any way to be notified when sync events take place on a user account?
- If the External User Account Status remains in Syncing status for an extended period of time, is there any way to bypass this status and check if records are available?
What are the different External User Account Statuses visible through the Portal and what do they mean?
Please reference this documentationto view the different status' visible through the Portal.
Once Syncing, how long does it typically take before records are available?
The amount of time required for an order to complete syncing is dependent on the capabilities of the source system and the amount of medical data that the user has authenticated. On average, it may take 60 minutes for a sync to complete.
However, under certain circumstances, syncs will be set to an internal error status. HumanAPI Customer Support will review syncs that errored within 24 to 48 hours. During this time of investigation, the external status visible on the Customer Portal will remain Syncing, until the internal error is validated.
If end-user actions are required, such as if they have provided incorrect patient portal credentials or they have two-factor authentication turned on, the status will be set to Attn Required until they have addressed the source of the issue. Please follow up with the end user to resolve.
What to do if an order remains in Syncing status for longer than 48 hours?
Please review how to leverage the Data API for options available to obtain expanded real time information and updates on External User Account Statuses.
If an order remains in Syncing status for longer than 48 hours, it is possible that an obstacle was encountered that is delaying the process and, depending on the situation, a support request may need to be sent to Human API Customer Support.
What are possible reasons causing sync status delays?
A customer agent has submitted multiple requests to sync the same data source
Please check your client's connection and make sure the same provider and portal are not connected multiple times. This causes delays and internal system errors, resulting in longer wait times before data becomes available. For faster data delivery, please disconnect the duplicate provider or patient portal requests via the user's link. Once access has been achieved through one connection and data has been collected for the end-user, the status will update to All Synced. The additional connection requests will not be fulfilled, as they only result in duplicate data retrieval. The status for the duplicate requests will update to Error.
The length of time needed to retrieve patient data exceeds the portal’s internal session timeout limit
Each health system has a different internally set session time out limit. As an example, Kaiser Permanente portals will force close a session after 20 minutes. If the number of records available for an end user requires an amount of time beyond this limit, the initial attempt will fail. In these instances, please reach out to help@humanapi.co.
User has Two-Factor Authentication set up on their provider patient portal
As companies work to make data as secure as possible, increasing numbers are turning to Two Factor Identification (2FA). This means that when an end user signs into their portal, they will need to take an additional step in order to verify their identity, such as confirm a code received via email or text. Human API is not able to complete this process on behalf of the end user, therefore we cannot sync data for an end user until this feature is temporarily deactivated. Please ask the end user to reconnect their account.
Terms of Service
This type of error is typically caused by a provider updating the terms and conditions for their patient portal. Our system can not and will not accept any changes on behalf of an end user or bypass these notifications. The end user must log in to their portal and accept new terms of service before a sync is possible. Reaching out and coordinating with the end user will result in delayed record availability. If the user is unable or unwilling to take the required action, this will result in an Error status.
Incorrect provider patient portal credentials
Instances may occur in which the end user makes an error when providing their patient portal log in credentials. If this is the case, a Customer Support agent will reach out to the end user and ask them to review their credentials and confirm they are correct. This process will result in delayed record availability. If the user is unable to correct their credentials, this will result in an Error status. If a user is not able to provide valid credentials we wont be able to authenticate them and status will remain engaged.
User Patient Portal Not Paired
Instances may occur in which the end user’s provider has a patient portal, but the end user has not activated it. In these situations, the end user can contact their provider to set up their patient portal and then re-attempt the Connect process. Customer support will inform the end user; however, Human API understands that this process may take a more significant amount of time than other user actions, and the sync status will be set to Attn Required. Once the end user activates their patient portal, they may reattempt the Connect process. If the user is unable or unwilling to take the required action, this will result in an Error status.
What are possible reasons an order is automatically set to Error?
While all of the situations below will ultimately lead to Error statuses being assigned, Human API Customer Support agents will always review failed sync attempts. During the time the sync is being reviewed, the status will remain Syncing or Attn Required if a request has gone out the the end user for action.
Provider patient portal malfunction
Instances may occur in which the end user’s patient portal is down or otherwise malfunctioning. There is nothing the end user nor Human API can do in this situation.
No Data Available
Instances may occur in which an end user’s portal has no data available. This could be because they have never seen the provider or the provider has not uploaded notes and records to the portal. There is nothing the end user nor Human API can do in this situation. If you have questions, please reach out to help@humanapi.co.
No Download Option
Instances may occur in which records are present in the patient portal; however, no option is available to export or download the documents. There is nothing the end user nor Human API can do in this situation.
Parsing Error
Instances may occur in which the end user’s portal stores data or generates exports in a way that is not compatible with automatic parsing. There is nothing the end user nor Human API can do in this situation.
Structure or location of provider’s patient portal has been changed
While rare, when a health system changes their portal host system or updates their layout, if the update is drastic enough, it may result in an Error status. Human API stays vigilant of these occurrences and responds by updating our systems to match the new requirements. Once updated, these instances will not continue to produce Error statuses.
A customer agent has submitted multiple requests to sync the same data source
As stipulated above, connecting the same provider and/or portal multiple times causes delays and internal system errors, resulting in longer wait times before data becomes available. Once access has been achieved through one connection and data has been collected for the end-user, the status will update to Sync Complete. The additional connection requests will not be fulfilled, as they only result in duplicate data retrieval. The status for the duplicate requests will update to Error; however, the initial request will be updated to All Synced and customers may download reports generated from that request.
What is the expected turn around time for Human API Customer Support sync status inquiries?
Serving our customers is Human API’s top priority. We will respond to requests within 24-48 hours; however, depending on the complexity or number of orders included in inquiry, additional time may be required to reach a full resolution.
Leveraging the Data API
Is there any way to obtain more information about why an order was set to Error, or any other External User Account Status, without contacting Human API Customer Support?
While more information cannot be obtained on an External User Account Status through the Customer Portal, customers can retrieve further details through the Data API, as outlined in this section. For more information, read the Data API Overview, available in our Integration Cookbook.
How does the Data API expand on current capabilities?
Please review our Integration Cookbook for how the Data API can expand on current capabilities.
How do you set up access credentials?
First, you'll need credentials for the Portal. Please contact your customer success manager at Human API for a set. If you do not know your sales representative, please contact help@humanapi.co to perform your request. Your contact at Human API must create applications on your behalf. Please refer to our Integration Cookbook for full documentation.
What are the different possible Sync Statuses accessible through the API and what do they mean?
Whether a user’s data is being synched for the first time or on a recurring basis, you can find information about an end user’s sync status by querying our sources endpoint. Please reference this document to see the most up to date information.
Is there any way to be notified when sync events take place on a user account?
Yes. Setting up Human API Notifications will alert your application when a user has connected a device or has new data that is available to pull. Specifically, notifications are sent whenever Human API servers receive new or updated user data, or sync status update, and are thus a great way to keep local user data within your app in sync.
If the External User Account Status remains in Syncing status for an extended period of time, is there any way to bypass this status and check if records are available?
Our internal systems will not transition the status visible in the Customer Portal from Syncing to All Synced or Some Synced, unless all records obtained from at least one source have been successfully collected and parsed and the report has been compiled. If data has been collected from the source but a full report has not been successfully compiled, data will be unretrievable through the Portal.
Through the API, it is possible to bypass the Portal status and download any data that has been successfully collected and parsed. Please review how to leverage the Data API for more information and reach out to help@humanapi.co.
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