Understanding the MFM Process

An interface with the WTIS can be effective in reducing the workload on facility resources by automatically processing and managing waitlist entries in accordance with a facility’s level of integration. If messages are unsuccessful, the MFM process ensures the accuracy of your facility’s wait time data by identifying and resolving these unsuccessful, or failed messages. The table below outlines each step of the process as well as the tasks and supports available to assist you.

Task

Supports

Generate WTIS Error Reports

Monitor the status of interface messages
Use them to identify most common failed messages

WTIS Reports

Review Interface Messages in the WTIS

Search for interface messages and assign to users in your facility for resolution

MFM Functions:

Trouble-shoot Interface Messages

Investigate the reason for the failure of the interface message

Source Systems

Clinicians

MFM Functions:

Resolve Interface Messages

Change the waitlist entry in your source system, resend the message and verify that it was successful
If that is not possible update the waitlist manually in the WTIS

Source Systems

Patient/Waitlist Functions:

Update Interface Message Status

Update the interface message status as it moves through the MFM process

MFM Functions:

Note: The Daily Interface Error Summary and Error Statistics Summary Reports generate Surgery and DI HL7 error message details. The ALC Error Statistic Summary generates ALC HL7 error message details.

Accountabilities in the MFM Process

The tasks in the MFM process are broken down according to the responsibilities of the WTIS application, the MFM Specialist, and Ontario Health.

Note: Ontario Health does not manage message failures. It is the responsibility of the facility to resolve their failed messages.

Task	Description
Interface Message Failed	Initiated when a facility sends an outbound message to the WTIS and the message fails. The WTIS interface engine will return an acknowledgement message to the facility source system after HL7 validation. This can be either positive or negative, in which case it will outline the specifics of the HL7 message received.
Review Failed Messages	The MFM Specialist reviews the failed message details.
Investigate by the Error Type	The MFM Specialist investigates the error type (e.g. duplicate waitlist, procedure not mapped, etc.) and determines if/how it can be resolved.
Assign Failed Messages Internally	When troubleshooting the reasons for failed messages, the MFM Specialist may need to assign resources from other departments to resolve the error (e.g., Health Records, IT, etc.).
Escalate to Ontario Health	If, after thorough investigation, the cause of the failed message remains unsolved, the MFM Specialist should contact Ontario Health where an Integration Specialist will investigate further.
Provide Additional Information	The Integration Specialist will provide information about the type of error and how the MFM Specialist can resolve it. They will also provide information on preventing the error from occurring again.
Resolved	The MFM Specialist resolves the failed message by correcting any erroneous data, duplication, or other inconsistencies in the source system and/or waitlist entry.
Update Interface Message Status	Once the failed messages have been resolved, the MFM Specialist updates the interface message status to closed, which ends the process.
Monitor MFM	Ontario Health will support facilities in the process of error resolution. This includes monitoring WTIS system load to prevent HL7 message flooding and monitoring error message resolution compliance with regard to the two business day rule.

Management and Effort

The amount of time and resources required to support MFM will vary by facility and depend on integration level, the number of failed messages that occur and internal resolution processes.

Try to monitor your interface messages on a daily basis. It is recommended that you allocate some time throughout the day to investigate and resolve current failed messages, update the message status when necessary, and make corrections as required to the facility’s interface or source system to prevent and/or reduce future failed messages.

MFM Guiding Principles

It is important to collect high-quality, accurate data about patient wait times
Facilities are responsible for the data they are reporting and are required to manage their own failed messages
Message failure resolution must occur within two business days from the date the error was generated
The process must comply with the privacy policies of both your facility and Ontario Health. For more information on privacy and security please refer to the Privacy and Security section