Anatomy of an IT Ticket
Explore how a chart-correction request communicates a concern and sends it to the appropriate team.
Possible incorrect patient association after HIE reconciliation
- Incident number
- INC0021486
- State
- New
The incident number gives this request a unique reference. The short description communicates the reported concern, and the state shows where the request currently stands.
“New” describes the ticket’s workflow state. It does not indicate that the concern has been investigated or confirmed.
- Caller
- Tia Zajac, PA-C
- Opened
- 05/15/2020 09:17
- Location
- Central Clinic
- Channel
- EHR / self-service portal
These fields record who submitted the concern, when the ticket opened, and how it reached the service center.
The ticket-opening time is separate from the times of the clinical encounter, data reconciliation, and later investigation.
- Category
- EHR clinical data
- Subcategory
- Patient identity / chart correction
- Service
- Springville EHR
- Configuration item
- Outside information reconciliation
- Assignment group
- HIM - Patient Identity & Chart Correction
- Assigned to
- Unassigned
Category and subcategory describe the issue. The service and configuration item identify the affected system area. The assignment group identifies the team responsible for receiving the request.
An assignment group can be identified while the individual assignee remains unassigned.
Description
During today’s visit, patient denied Lantus use, Humalog intolerance, stage 4 chronic kidney disease, and prior bioprosthetic aortic valve replacement currently appearing in the chart after outside-information reconciliation. A second Alex Henderson record (MRN DM65331) was identified during review. Outside information originated from Lakeview Pharmacy via Springville HIE. Patient Identity Review warning entered. Disputed entries remain unchanged pending review.
Requested action
Review possible incorrect patient association involving external HIE data. Validate patient identity, review recent matching and reconciliation activity, and perform the appropriate chart correction if the association is confirmed to be incorrect.
The description captures the reported observations. The requested action states what the receiving team is being asked to review or do.
Keep a reported concern separate from a verified finding. This ticket requests identity validation and review before any appropriate chart correction.
- Impact
- 2 - Medium
- Urgency
- 1 - High
- Priority
- 2 - High
These fields communicate the reported impact, urgency, and assigned priority of this request. They support the service center’s response and routing workflow.
Read each field separately. The numbers shown belong to this simulated service-center record; they are not a universal priority scale.
- Affected patient
- Alex J. Henderson
- Local MRN
- MR56144
- DOB
- 03/17/1961
- Potential related record
- Alex Joy Henderson - MRN DM65331
Patient identifiers tell reviewers which local chart is affected and which additional record is relevant to the concern.
The presence of a potential related record is a reason to review identity. The ticket alone does not establish whether the records belong to the same person.
Clinical safety / immediate mitigation
Identity warning placed in chart. Disputed medication, intolerance, problem, and history entries were left unchanged pending HIM/Patient Identity review.
Activity
- 05/15/2020 09:17 — Ticket created by Tia Zajac, PA-C.
- 05/15/2020 09:17 — System routing: assigned to HIM - Patient Identity & Chart Correction. State: New.
The mitigation statement records the action taken while review is pending. The activity entries record ticket creation and system routing.
Distinguish a warning, a routing action, and a completed chart correction. Each describes a different event.