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Health-care Professionals
Health-care Professionals

New Referral System FAQs

On June 2, 2018, SickKids will be moving to a new e-Referral system, EpicCare Link. As a result, ARMs will no longer be available. In support of this move, eCHN’s current e-Referral application will be decommissioned. To access SickKids’ new e-Referral application, EpicCare Link, you will be 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 and for any additional questions, please contact eCHN’s help desk at 416-813-7998 or 1-877-252-9900 or via email at helpdesk@echn.ca.  

To support you in the transition to EpicCare Link, please consult the training document we’ve created. Step-by-step instructions for a variety of tasks such as finding a patient, placing a referral and sending a message are included.

What will happen to my current ARMs or eCHN account?

For eCHN users –Your existing eCHN account will provide you with direct access to SickKids’ new referral platform, EpicCare Link, effective June 2.  eCHN’s Ambulatory e-Referral Application will be decommissioned. A new link accessible via the eCHN Portal will provide you with seamless access to EpicCare Link where you will continue to initiate and monitor your referrals.

For ARMs users - On June 2, SickKids will be moving to a new e-Referral platform, EpicCare Link. As a result, ARMs will no longer be available as of June 1 at 12 p.m. To make referrals to SickKids, you will be required to register for an eCHN account, which will provide you with access to the new e-Referral application.  Please register now so that you have access in preparation for the transition to EpicCare Link.

How do I access the new referral system?

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

If you do not have an eCHN user account, kindly complete the eCHN Portal Access Application Form (ePAAF).

You may also 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.  

How can I prepare myself to use the new referral system (training etc.)?  

Register now for an eCHN account.  For account registration, contact eCHN’s Help Desk 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.  For more information on how to refer a patient to SickKids, please visit SickKids’ referral guidelines website for updates as we approach June 2.

EpicCare Link training materials will be available on May 28 on EpicCare Link’s website and SickKids website.

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 patient referrals only (same day referrals):

  • During regular business hours - contact eCHN Help Desk at 416-813-7998 or 1-877-252-9900; Monday to Friday from 8 a.m. to 6 p.m.  
  • After hours - on weekends and after 6 p.m. on weekdays, contact the fellow on call via SickKids locating at 416-813-1500.  

Once the urgent referral order has been entered (signed) into our new 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.

What will happen to my referrals that are ‘in progress’ in eCHN/ARMs?

On June 1, we will be electronically importing referrals from ARMs into our new system.  Starting on June 2, referring providers will receive status updates for referrals in progress, via fax or email through our new e-Referral system EpicCare Link.

What will happen to my historical referrals (archives)?  Will I have access to them?

The e-Referral application within the eCHN portal is shutting down on June 1 at noon and will be replaced by EpicCare Link on June 2 at 9 a.m.  

Historical (closed) e-Referrals made to SickKids via eCHN will not be available for reference in the EpicCare Link.  Clinical documentation such as clinic notes and tests may be available within eCHN’s WebChart application.

After June 2, only in progress referrals will be available to users via EpicCare Link.

I am not able to access eCHN.  I have entered the correct username and password, but receive an error message.  What should I do?

For eCHN access issues:
Any issues encountered when logging into the eCHN portal can be addressed by calling eCHN’s Help Desk at 416-813-7998 or 1-877-252-9900 or via email at helpdesk@echn.ca Monday to Friday 8 a.m. to 6 p.m.  

For EpicCare Link access issues:
For any issues when connecting to EpicCare Link, contact SickKids at 416-813-8289 or toll-free at 1-866-883-8289.

Where do I send supporting documentation pertaining to my referrals?

From now until June 1 in eCHN/ARMs:
User should upload documents from their local computer at the time of creating/submitting the referral. Users have the ability to attach a document from eCHN at the time of creating/submitting the referral.
The application automatically generates a fax cover sheet (w. Referral ID#) for the submitted referral.
The user faxes documents to eCHN or to clinic if submitted via ARMs, using the fax cover sheet.

eCHN manually reviews and corrects documentation not sent with appropriate cover letter.

eCHN automatically attaches an electronic copy of faxed documents to the referral, and also adds it to patient’s record.

After June 2 in EpicCare Link:
Users should attach supplemental information to the referral order at the time of entry. The documentation must be saved on your local computer, to be able to select and add to the referral.

The require steps to attach information to a referral can be found in the EpicCare Link training document that will be available on the EpicCare Link and SickKids website.

If a user forgets to attach supplemental information or clinic staff requests additional information, you can still attach it to the referral order. The required steps to attach information to an existing referral can be found in the EpicCare Link training docume that will be available on the EpicCare Link and SickKids website.

I do not have Internet in my office and has received approval to fax referrals. Can I still fax my referrals?

If you do not have Internet connectivity, please contact SickKids at 416-813-8289 or toll-free at 1-866-883-8289.

I rarely refer to SickKids.  Is there another way to submit my referral?  

All external referrals must be submitted electronically using EpicCare Link, which is accessible via the eCHN Portal.  

If you do not have Internet connectivity, please contact SickKids at 416-813-8289 or toll-free at 1-866-883-8289.

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 alerting you to new In Basket messages that have been sent to you. The email will not contain any PHI. It will contain a hyperlink to the eCHN website. Once in the eCHN site, click the hyperlink to log into EpicCare Link and review your messages.  Training materials and tip sheets will be available on June 2 to guide you through this process.

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 submit referrals on your behalf via eCHN, they will continue to do so without any further action required.  

If you and your administrator(s) do not have existing eCHN accounts and you would like to make/manage referrals to SickKids, the following steps should be taken:

  1. An eCHN Portal Access Application Form (found here) must be completed and signed off by appropriate parties. One application must be submitted per applicant.
  2. Once the account has been created for the administrative staff, the referring professional must delegate privileges to the staff directly within the ‘Delegation’ section found in the Ambulatory e-Referral page (top right corner of the screen, please see diagram below).
    Ambulatory e-Referral login area
  3. Once the delegation has been established, the administrative staff will be able to create and monitor referrals on the existing referring system and 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 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.