CorCare for community physicians

This section includes the latest updates, resources and support information related to CorCare for community clinicians and teams. As CorCare continues to evolve, important notices, workflow updates, technical information and support resources will be shared here to help clinicians stay informed and connected with NL Health Services.

NL Health Services is pleased to offer its new secure resource portal for community physicians through the ServiceNow Customer Service Management (CSM) platform. The NL Health Services clinician portal provides access to important operational updates, resources, and other information intended specifically for community physicians.

To request to be added to the portal and be provided with log in instructions, please email corcarelink@nlhealthservices.ca. You do not need to have CorCare Link access to sign up for the portal.

Incoming faxes: Faxed referrals and orders continue to be accepted across all services where fax workflows existed prior to CorCare, including laboratory services, medical imaging, and specialist consultations.

Referrals submitted through legacy methods, including fax and Central Intake, continue to be accepted and manually entered into CorCare prior to triage. These referrals receive the same level of prioritization as referrals submitted digitally, but they do take more time to process, as they have to be manually entered from faxes, into CorCare.

CorCare includes mandatory specialty-specific fields to support standardized referral information and fair triage decisions. Referrals missing required information may be delayed and returned for completion using the standardized incomplete referral process.

Faxed results: An issue affecting the fax delivery of some clinical results to community providers has been resolved. No results were lost, and affected faxed results were successfully re-transmitted.

What you need to know:

• A centralized support team is available to assist with referral translation and intake processes.
• Updated referral criteria and templates are being reviewed with physician representatives.
• Clinics are encouraged to review referral requirements before submission whenever possible.

Resources:

• Incomplete referral letter template – Additional information required (PDF)
• Standardized intake process post CorCare (network login required)
• View the information required for a variety of referral forms

eConsults

eConsults continue to be available through both HEALTHeNL and CorCare Link. Community clinicians offering or requesting eConsults may choose the workflow that best supports their practice and clinical needs.

Because eConsult workflows often require access to detailed clinical information, clinicians may also use CorCare alongside information available through HEALTHeNL when needed to support patient care and communication.

NL Health Services has identified and resolve an issue affecting the fax delivery of some laboratory results to community providers. The issue was related to incorrect or missing fax number information and only impacted results transmitted exclusively by fax.

No results were lost. All results remained securely available through CorCare, HEALTHeNL, and CorCare Link, and affected faxed results were successfully re-transmitted.

If you are not receiving expected fax communications, please contact the CorCare support team, at corcareprovidersupport@nlhealthservices.ca, to confirm your fax information is up to date.

Teams continue to investigate and monitor the delivery of clinical results to community practices to resolve any system-wide issues. Since CorCare launched, solutions have significantly improved the delivery of clinical results, and remaining cases are being addressed individually.

If you believe a result is missing, delayed, or displaying incorrectly, please report for investigation by email at info@edocsnl.ca or phone at 709-777-4104. You may also access expected results through HEALTHeNL or CorCare Link while remediation continues.

For privacy inquiries related to misdelivered results, please contact the Privacy Office at 709-777-8025 and provide details of the issue, including the caller’s name, clinic name/location, a brief description of the incident, and the patient’s name, MCP or MRN (if known), and date of birth (if known).

Key takeaways:

• Report result delivery concerns (no personal health information) to: info@edocsnl.ca
• Provider Support Centre: 1-833-777-4104 or 709-777-4104
• For privacy concerns related to misdelivered results, please contact the Privacy Office at 709-777-8025.

Misdirected clinical results

The existing process for misdelivered results remains in place. Community physicians and clinic teams may fax misdelivered results to their appropriate zone so they can be reviewed and redirected, where possible. The process can be found here.

• Eastern Zones: 709-777-5507
• Central Zone: 709-256-5674
• Western Zone: 709-637-5061
• Labrador-Grenfell Zone (South): 709-454-2194
• Labrador-Grenfell Zone (North, Lab City and Churchill Falls): 709-944-9315
• Labrador-Grenfell Zone (all other sites): 709-897-2159

Thank you to community physicians, clinics, and other physician representatives who have provided feedback that has led to the formation of the new CorCare Link Access Agreement.

Questions regarding the CorCare Link Access Agreement may be directed to:

• corcarelink@nlhealthservices.ca