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Health-care Professionals
Health-care Professionals

Frequently Asked Questions

SickKids’ NEW e-Referral system, EpicCare Link

On June 2, SickKids implemented a new fully integrated health information system, Epic. As part of our transformation, we replaced our referral tool (ARMs & eCHN e-Referral application) with a new system called EpicCare Link, accessible through eCHN. During our transition to EpicCare Link, we encountered some technical difficulties that resulted in some of our community providers not gaining access to our new system. We apologize for the confusion and difficulties you may have faced in your attempt to refer to SickKids over the last month.

To access SickKids’ new e-Referral application, EpicCare Link, you are required to register for an eCHN account where you will have a direct link to make/manage your electronic referrals.  To ensure your eCHN account is set up please contact eCHN Help Desk at 416-813-7998 or 1-877-252-9900 or via email at helpdesk@echn.ca.

How do I access SickKids’ new e-Referral system, EpicCare Link?

You will require an eCHN account to access the new e-Referral application - EpicCare Link.

If you do not have an eCHN user account, connect directly with eCHN’s Helpdesk at 416-813-7998 or

1-877-252-9900 or via email at helpdesk@echn.ca, Monday to Friday between 8 a.m. to 6 p.m.  

Where can I get more information/support with submitting a referral to SickKids?

For any questions or concerns regarding SickKids new e-Referral management system – EpicCare Link, please contact 416-813-8289 or toll-free 1-866-883-8289.

For eCHN account registration – contact eCHN Help Desk at 416-813-7998 or 1-877-252-9900 or via email at helpdesk@echn.ca.

What if I have an urgent referral?

For urgent or emergent patient referrals only (same day referrals), please call SickKids hospital locating at 416-813-1500 and ask to speak to the appropriate service.  On weekends and after 6 p.m. on weekdays, please contact the Fellow on call via SickKids locating at 416-813-1500.   

For support with making a referral, please call 1-866-883-8289 or 416-813-8289.

Once the urgent referral order has been entered (signed) into our new e-Referral system, EpicCare Link, the authorizing provider will be notified of the referral in progress via fax or email notifying you of a new In Basket message within EpicCare Link.

If you do not have an eCHN account and the referral is NOT urgent please contact the eCHN Help Desk at 416-813-7998 or 1-877-252-9900 or via email at helpdesk@echn.ca; weekdays between 8 a.m. and 6 p.m.

How quickly does the clinic receive my referral?  How quickly do I receive a status update about my referral?

There is no time delay in sending referrals to SickKids or obtaining a status update from EpicCare Link. You will receive status updates as an email “new message notification” alerting you to new In Basket messages that have been sent to you. The email will not contain any Personal Health Information. It will contain a hyperlink to the eCHN website. Once logged on to eCHN, click the hyperlink to launch EpicCare Link and review your In Basket messages.  Training materials and tip sheets are available on EpicCare Link homepage Quick Links.

My assistant(s) often submits referrals on my behalf.  Can they continue to do this with EpicCare Link?

Yes they can.  If your administrative staff already submits referrals on your behalf via eCHN, they will continue to do so without any further action required.  

eCHN’s delegation application can be accessed from the main menu (see screen shot below), allowing various delegating functionalities between health-care providers and their delegates.  For step-by-step instructions please refer to the manual available here.

Once the delegation has been established, the administrative staff will be able to create and monitor referrals on the new SickKids e-referral system, EpicCare Link as of June 2, 2018.
For any questions related to obtaining an eCHN account, or the delegation process, please contact eCHN’s helpdesk at 416-813-7998 or 1-877-252-9900 or via email at helpdesk@echn.ca, Monday to Friday from 8 a.m. to 6 p.m.

Can staff in our office obtain a generic username and password?

No, eCHN does not permit generic or shared accounts, and sharing of individual login credentials is not permitted. eCHN accounts are for individual use only. eCHN’s account management policies are aligned with industry-standard privacy and security safeguards and ensure auditability of access to the eCHN Portal.  eCHN’s Helpdesk will work with each facility/clinical setting to ensure that you are setup for easy management of referrals.   

What do I do if I cannot launch EpicCare Link?

To access EpicCare Link you will need to be using one of the following browsers:

Internet Explorer 11 does not consistently allow access, we therefore suggest instead using Chrome.

 

When attempting to launch EpicCare Link via eCHN, if you receive an error message “your account has not yet been provisioned” or “you do not have access to this application at this time”, please contact EpicCare Link support at 1-866-883-8289 or 416-813-8289 to provide additional information required to activate your account. 

What do I do if I cannot see my past referrals?

You can easily review previous referral orders you have placed for a patient by selecting the “Referrals/Claims” activity.  Refer to the training document (page 12) which can be found on EpicCare Link home page as a Quick Link.

Referrals submitted to our old system – ARMs, that were accepted, and an appointment booked for, were not converted to our new e-Referral system – EpicCare Link.  You can view the details of the appointment as a report in the eCHN portal where available. 

How do I assign a delegate?


If you are a registered eCHN user, you can assign a delegates on your eCHN account settings.  If you require assistance, contact the eCHN helpdesk at 416-813-7998 or 1-877-252-9900 or via email at helpdesk@echn.ca, Monday to Friday from 8 a.m. to 6 p.m.

Attaching Delegate assignment to a provider’s In Basket message in EpicCare Link – refer to EpicCare Link training document on the homepage of EpicCare Link.

Can my delegate monitor my In Basket?

Yes, once delegation access has been ‘attached’ in EpicCare Link your delegate will be able to access and view messages in your In Basket – refer to EpicCare Link training document on the homepage of EpicCare Link.

Can I still fax my referrals?

All referrals must be submitted via our new e-Referral application – EpicCare Link to ensure the referral is complete and triaged appropriately. 

If your office does not have internet connectivity, please contact EpicCare Link support at 1-866-883-8289 or 416-813-8289 to discuss options for referral submission.

 

Why is EpicCare Link asking me to enter another username and password?

Once you have successfully logged on to eCHN, you can launch EpicCare Link seamlessly.

If prompted to enter another username and password it may be related to your account settings or browser selection. 

To launch EpicCare Link you will need to be using one of the following browsers:

Internet Explorer 11 does not consistently allow access, we therefore suggest instead using Chrome.

 

The information on my account is not correct? Can I update it myself?

Currently users cannot edit the professional/demographic information. The ability to edit these fields is a current priority for our development team.

To inform the specialty clinic of any corrections needed you can attach a note to a past referral.  Refer to the training document (page 13) which can be found on EpicCare Link home page as a Quick Link.

 

Can I edit a referral?

Currently users cannot a referral that has been accepted and signed (submitted). The ability to edit fields is a current priority for our development team. 

To inform the specialty clinic of any corrections needed you can attach a note to a past referral.  Refer to the training document (page 13) which can be found on EpicCare Link home page as a Quick Link.

 

Can I save a draft of the referral?

No, EpicCare Link does not have ‘save as draft’ functionality.

 

How do I send additional paper information for my referral?

Attaching documents to the referral that you are submitting is possible – Refer to the training document (page 10) which can be found on EpicCare Link home page as a Quick Link.

Attaching documents to referrals already submitted is also possible – Refer to the training document (page 13 and 14) which can be found on EpicCare Link home page as a Quick Link.

If you cannot scan and load additional documentation electronically, you can fax the information directly to the specialty clinic.  Please include the referral ID# on the fax.  Refer to our Directory of Clinic fax numbers

If this is not working for you, our EpicCare Link support team at 416-813-8289 or toll-free 1-866-883-8289 would be happy to help.

 

What if I am a delegate and my provider is not listed as an authorizing provider?

Please ensure you are listed as a delegate under your respective providers on eCHN, and contact the Epic Care Link Support team at 416-813-8289 or toll-free 1-866-883-8289 to provide additional information required to so link delegates to providers.