FAQs



FAQs
This article will give answers to the most frequently asked questions from SutureSign users.
 

Q: What is SutureSign?            

SutureSign is an electronic signature network, a common platform where physicians and ancillary providers can work together. As such, it is the single place where physicians go to eSign documents from any submitting provider. Designed by physicians with clinical workflow in mind, including optimal support by their assistant, SutureSign minimizes document turn-around time and maximizes value.

Q: How do I sign up for SutureSign?

To sign up for our system, please www.suturesign.com/senderstuff -- there, click the blue button that says “Click Here to Get Started NOW,” and you’ll be led to a set-up form. Please fill out the form and await our e-mail with your login credentials and set up instructions.

Q: How can I learn the basics of SutureHealth?

This quick training video provides an explanation of how SutureSign works: https://goo.gl/Y1jsHK

After viewing the training video above, you are invited to join us for a free webinar where we will be showing how to use SutureSign effectively within your agency. Please view the training video beforehand so you may get more out of the webinar.

Webinar Times: Tuesdays at 10:00am CST and Thursdays at 2:00pm CST

Access the webinar here: https://join.me/suturesignsupport

Here is a link to the SutureSign User's Guide: https://goo.gl/csjVcd

Q: What services do the SutureHealth support staff provide?

The SutureSign Support Staff provides phone support for all users on the following topics: patient information and sensitive medical information.

The SutureSign Support Staff provides e-mail support for all users on the following topics: account unlock, password reset, general technical issues,

The SutureSign Support Staff provides general support for non-enterprise members via e-mail and for enterprise members via phone.

Q: Who can teach me how to use SutureSign and when?

SutureSign does FREE trainings: Tuesdays at 10:00am CST and Thursdays at 2:00pm CST

Access the webinar here: https://join.me/suturesignsupport

We bill for training outside of the free Tuesday/Thursday webinar and ask that you consult our resources and contact us via the support e-mail instead of calling for training.

Q: How do I reset my password?

Click the link below and you'll be redirected to our secure site. From there, you will type in your e-mail address followed by clicking on the  "forgot my password" link. A notification will appear asking you to check your inbox.

https://secure.suturesign.com/Account/Login.aspx

If your account says that it is locked please call support (205-417-2400) so we can assist you in getting your account unlocked.

Q: How do I unlock my account?

If your account says that it is locked please call support (205-417-2400) so we can assist you in getting your account unlocked.

Q: How do I send an order?

To send a document in SutureSign, go to www.secure.suturesign.com and log in with your username and password. Once redirected, you’ll fill out the form you see, including template type, physician, location, and patient. Then you will upload your order as a .pdf  -- now, you’re ready to send. You can choose to send with or without a face-to-face. Once you have sent your order to the signing user, you can view it on your tracking page. Also on your tracking page, you can see the status of your orders, which could be pending, signed or rejected. Once you are finished with your document, you can add it to your archive.

Q: What are templates and how are they used in SutureSign?

To accommodate all documents from any sending provider, SutureSign enables you to create templates that store the position information for signature and data fields. These position templates are simple to create and can handle both single and multi-page documents. Moreover, once created sending documents is as easy as applying the appropriate template to your uploaded form.

Q: How do I know which template to use?

In order to determine which template to use for a certain order, press the “Help?” button to the right of the template field on your sending page. It will direct you to this helpful template guide: https://demo.suturesign.com/UserArea/AboutTemplates.pdf

Q: What if I cannot find a certain physician in SutureSign?    Select a medical provider recipient by typing the name or NPI number of the recipient in the Physician field, then select a recipient from the autosuggested list. If the recipient is not available for selection, select the “Expand search beyond your state” checkbox and try again. If the recipient still does not appear, that recipient will need to be enrolled.

Q: What if I cannot find a certain patient in SutureSign?        

Select a patient by name or your MRN if required by the template type. (Tip: It helps to type in the last name first.) If the patient is not available for selection, click on the green plus to add a new patient.

Q: What do I do if a patient I’m trying to add has similar information to another patient in the system?

Read the full message: you may be simply being asked to check yourself. On the other hand, you may be directed to call support (205-417-2400) so we can assist you in getting your patient added.

Q: What is my tracking page?

Your tracking page is like an all-in-one inbox and outbox for your medical orders. To track a document in SutureSign, go to www.secure.suturesign.com and log in with your username and password. Once redirected, you’ll be able to navigate to the tracking page.  You can see the status of your orders, which could be pending, signed or rejected. You will also have the option to archive any of your document.

 

Q: What does my tracking page show?

The data grid displays the following columns:

Effective”: The Effective Date of the document that was sent (i.e. the Start of Care of a Home Health Certification). Tracking is measured from the Effective Date by default, not the Submitted Date since that is what it matters for you.  An exclamation point icon displays if a document is greater than 20 days old from the Effective Date.

“Sent To”: The recipient to whom the document / order was sent for eSignature. “Patient”: The patient about whom the document / order is related.

“Type”: The base template that was selected for the document that was sent.

“Submitted”: The date that the document was submitted for eSignature.

“Status”: Real-time status of all documents. The date of the action taken is captured in the status column, so you always know when something was signed or rejected.

Q: How do I use my tracking page?

To keep your workspace manageable and enable you to do your work, you can filter by status (All, Signed, Pending, Rejected) or take action on your documents. You can DOWNLOAD any selected document(s) by selecting the document(s), then clicking the “Download” button. You also can ARCHIVE Signed and Rejected documents. Select either Signed or Rejected items, then click the grey “Archive” button.” You can also RETRACT Pending documents, which will remove them from the physician’s inbox. You can VIEW / DOWNLOAD a PDF copy of Signed documents. Click the icon, then save or print the PDF as desired.

Q: How do I find something specific within my tracking page?

In order to search within your inbox, enter the name of a physician or patient in the search box, then select the appropriate person from the auto-suggested list to search for all related documents. After selecting a physician or patient, the associated documents will be displayed in the “All” view.

Q: How will I know if I should check my tracking page?

You will receive daily email status updates that tell you contents of your facility’s eSignature Inbox. From this email, you can log in to further manage your documents. The email will tell you the number of documents that are: Signed, Rejected, or Pending. (Note: Pending > 20 days from the Effective Date.)

Q: What do “pending,” “rejected,” and “signed” mean?

“Pending” means that a document is in a physician’s inbox and has not yet been signed.

“Rejected” means that a medical provider found an issue with the order and cannot sign it.

“Signed” means that the doctor has legally signed the order and you can go about your established filing process.

Q: What do I do if an order is rejected?

If an order is rejected, first check why (see “How do I know know why my order was rejected?”) then either fix the issue or if you have questions about the rejection reason, contact the physician in question.

Q: Can I resend a rejected order if I fix it?

Once an order has been rejected, it cannot be fixed, resent, or retracted. It must be archived and a new order must be created.

Q: What if I have questions about the rejection reason?

Contact the corresponding physician or medical provider. SutureHealth, SutureSign and the SutureSign Support Staff do not reject or sign orders.

Q: What do I do with a document that has been signed?

Go about your typical file management processes. You can print your document if needed, and you can archive your document to get it out of your tracking page.

Q: How do I unsend a document?

Check the box on the far left of the line item to be unsent and press the action button “retract.”

Q: How do I store signed documents?

Check the box on the far left of the line item to be stored and press the action button “archive.”

Q: Is it possible to delete documents?

No. Documents may be retracted and archived, but SutureSign orders cannot be deleted.


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