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  1. #1
    SOAPware Forum Junkie!
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    Default Deleting a patient's myhealtware account

    How can I delete/remove a patient's myhealthware account?

    James

  2. #2
    myHEALTHware Product Mgr
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    Post Instructions to Close Account and/or Disconnect

    Two options:

    You can remove the patient's connection from your org:

    1. Log in to an account that has "Manage Contacts" permission for your org
    2. Go to Contacts
    3. Select your Org's tab
    4. Search for the patient's name
    5. On the patient's contact, tap the "Connected" button and select "Disconnect"


    The patient can log in to their own account and disconnect from your org and/or entirely close their own account:
    1. Tap the "Account Settings" gears icon in top right
    2. Choose "Close Account"


    This will disconnect them from your org and close their account.

  3. #3
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    Default

    We have a number of patients with multiple accounts. They are having trouble logging in to MHW. I just deleted all of their accounts. I tried to re-send a MHW invitation to them, but it did not change the MHW icon--it remained as "problem occurred when trying to send invite." Does it take time for the multiple MHW accounts to be deleted after we delete them? Should I try sending the invites later?

  4. #4
    myHEALTHware Product Mgr
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    Default

    Unfortunately this is a bug in SOAPware. Support will need to clear the invitation from your SW database before a new one can be sent. I have created a support ticket and someone should be reaching out to you soon to resolve.

  5. #5
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    Default

    Thanks for the information!

  6. #6
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    Default

    I just discovered that we have over 50 patients with multiple MHW accounts. Is there any way that your vendor can prevent this from happening? I am concerned for 2 reasons. First, these patients are very frustrated trying to access MHW. Second, I am concerned that the existence of multiple MHW accounts may have affected our MU measure for pt. electronic access last year. We failed on that dimension. Any help/insights would be appreciated.

  7. #7
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    Default

    Quote Originally Posted by nnaguib View Post
    I just discovered that we have over 50 patients with multiple MHW accounts. Is there any way that your vendor can prevent this from happening? I am concerned for 2 reasons. First, these patients are very frustrated trying to access MHW. Second, I am concerned that the existence of multiple MHW accounts may have affected our MU measure for pt. electronic access last year. We failed on that dimension. Any help/insights would be appreciated.
    Hello,

    Sometimes if patients are sent multiple invitations, instead of selecting to "Log In" with an existing account, they choose to create a new account, which results in multiple accounts for the patient. Only one of these accounts should be connected to the chart, however. If you go into the chart and hover over the myHEALTHware icon, it should give you the User ID of the account that is connected to the chart. This is the account that you will want to advise the patient to log in with in order to see their updated information. In addition, if you ever have to re-invite a patient for some reason that has an existing account, you'll want to advise them to click "Log In" rather than "Create Account" when accepting the invitation. This way a duplicate account won't get created and connected to their chart.

    I also believe we have a known issue with connections displaying multiple times in myHEALTHware that may be part of what you are seeing. I believe you submitted a ticket to our Support team. We will reach out to you shortly to help resolve the issue.

    Thanks,
    Krista
    Krista Nicewarner
    Director of Customer Services | SOAPware, Inc.
    800-455-7627 option 2
    clinicaltraining@soapware.com | support@soapware.com

 

 

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