Most EMR slowdowns and connection errors in small clinics come from the workstation, the network or the internet connection rather than the EMR itself. Check whether one PC or every PC is affected, restart the affected workstation, test the internet, and confirm recent updates. If every PC is affected and the internet is fine, contact your EMR vendor.
First question: one computer or every computer?
If only one workstation is slow or can't connect, the cause is almost always on that machine: a pending update, a full disk, a stuck browser or client, or a weak Wi-Fi signal. If every workstation is affected at once, look at the internet connection, the network equipment, the server (for on-site systems) or the vendor's service.
Checks for cloud and web-based EMRs
OSCAR deployments, Accuro and other hosted EMRs are reached over the internet, so the connection matters most:
- Open a couple of ordinary websites. If they are slow too, the problem is the internet or network
- Restart the browser or EMR client and clear a stuck session
- Check whether the vendor has posted a service notice
- Try a wired connection instead of Wi-Fi on the affected PC
- Confirm the computer's date and time are correct, since wrong clocks break secure sign-in
Checks for EMRs installed on a clinic server
Some clinics run their EMR, or parts of it, on a server in the office. TELUS PS Suite installations are a common example. When every PC slows down together, check whether the server restarted for updates, whether its disk is nearly full, and whether the backup job is running during clinic hours. A backup copying the database at 9 AM can slow everyone down.
Scanners, printers and faxes inside the EMR
Problems importing scanned documents or printing requisitions are often driver or folder-permission issues after a Windows update. Note which device and which step fails; that detail saves a lot of time for both your IT team and the vendor.
When to call the vendor, and what to tell them
Call your EMR vendor when every workstation shows the same error, when the internet tests fine, or when the issue is inside the program, such as a form, billing or report problem. Have ready:
- The exact error message or a screenshot
- When it started and what changed (updates, new hardware, new staff)
- Whether one PC or every PC is affected
- Your clinic or account identifier
How managed IT helps
With a managed plan we watch workstations for full disks, failed updates and security alerts, keep the network documented, and coordinate with your EMR vendor so your staff don't have to sit on hold explaining the network.