FAQ's - Senders

What is SutureHealth?

SutureHealth 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 can eSign documents from any submitting provider. Designed by physicians with clinical workflow in mind, including optimal support by their assistant, SutureHealth minimizes document turn-around time and maximizes value.

How do I sign up for SutureHealth?

SIGN UP HERE -- Please fill out the form and await our email with your login credentials and set up instructions.

How can I learn the basics of SutureHealth?

This SENDER CHEAT SHEET provides an explanation of how you will use SutureHealth to send your orders.

What services do the SutureHealth support staff provide?

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

  • Patient Demographic updates
  • Patient Match Error Message

The SutureHealth Support Staff provides email support  for all users on the following topics: account unlock, password reset, general technical issues, adding and removing user assistance, etc.  support@suturehealth.com

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

Where can I Find Training Resources (Videos & Articles)?

All resources can be accessed through our SUTUREU webpage.

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 invalid credentials please send an email to support at support@suturehealth.com

How do I send an order?

You may review the SENDER CHEAT SHEET to access steps for sending documents.

To send a document in SutureHealth, 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.

What are templates and how are they used in SutureHealth?

To accommodate all documents from any sending provider, SutureHealth 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.

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:  Template Guide

Can I Create a Custom Template?

SutureHealth allows users to create custom templates specific to your facilities needs. In order to create a custom template, click into the ‘Template’ drop-down list select the option – Create Custom Templates –. Please use the link below  to access step by step instructions on how to create a custom template .

Creating Custom Templates

What Is the Effective Date?

The effective date is the date a verbal order was given:

  • Start of Care for a “home health certification”, or initial plan of care,
  • Start of Episode for a “recertification”.

(NOTE: if Start of Care ≠ Start of Episode, the document is a recertification, NOT a certification.)

If you need to correct an effective date on a submitted order, we can correct the dates on the backend for you. Simply provide us with the SutureHealth document ID number and the date the document should have. You may email your request to  support@suturehealth.com

What if I cannot find a certain physician in SutureHealth?

Search for a medical provider (recipient) by typing the name or NPI number of the recipient in the Physician search field, then select a recipient from the auto suggested 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 and/or you may not have access to them if you are a free user and they are also a free user.

Why am I being prevented from sending orders and receiving an error message stating that I am a non-paid subscriber ?

As a non-enterprise (Free) account member, you may only send orders to paid subscribers. In order to send and receive documents via SutureHealth at least one party must be an enterprise (paid) subscriber.

Upgrading to an Enterprise account allows you the ability to send to any registered physician across your network.

For more information about upgrading your account to Enterprise, feel free to ask here or reach out directly to our sales team for a demo here- sales@suturehealth.com.

What if I cannot find a certain patient in SutureHealth?

Search for a patient by the 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 ‘ Add Patient’  to add a new patient.

What do I do if a patient I’m trying to add has similar information to another patient in the system (Patient Match Error Message) ?

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.

How Do I Track My Orders ? What is my track page?

Your track page is like an all-in-one inbox and outbox for your medical orders. To track a document in SutureHealth, go to www.secure.suturesign.com and log in with your username and password. Once redirected, you’ll be able to navigate to the track 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 documents.

What does my track 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.

How do I use my track 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 gray “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.

How do I view documents older than 1 year old?

Click on ‘ Include Documents Older than 1 year’ located on the right side of your TRACK page.

How Do I know if the Physician’s office is currently processing my pending orders?

Senders have the ability to view the Status and all history associated with documents sent via SutureHealth. This feature will allow you to see all actions taken on documents by both your sending agency and the staff at the medical practices that your orders were received by.

Follow the steps listed below to view your status updates :

1. Log on to SutureSign.com

2. Click on the TRACK tab located at the top of your screen

3. Locate the clock icon located next to each item listed on your TRACK page

4. Click on the clock icon and a box will appear showing your Document ID number listed at the top and a list of all actions taken on your document.

How do I find something specific within my track page?

In order to search within your track, 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.

How will I know if I should check my track page?

You will receive daily email status updates that provide content 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.)

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.

What do I do if an order is rejected?

If an order is rejected, first locate the reason for the rejection to determine your next steps. You can locate the reason for the rejection , the name of the clinician who rejected your order and their contact information by following the steps below.

Any time a document is rejected, you can learn more about the reason why in two ways-

  • On the TRACK page, scroll to the right and click the "more▼" in the "rejection" column
  • On the TRACK page, click directly on the rejected document's row to open a full view of the document in a new tab/window. Then scroll down to the EXTRA/FINAL page.

Either approach will show 3 things-

  • A reason why the document was rejected
  • The name of the individual user that typed in or chose that specific reason
  • A phone number to call if more clarification is needed

If you have questions about the rejection reason, contact the physician/physicians office in question.

If the reason for rejection is related to patient demographic information being incorrect or an effective date needing to be corrected you may call  or email support at 205-417-2400 , support@suturehealth.com for assistance.

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.

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 have the ability to archive your document to get it out of your tracking page.

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.”

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.”

Is it possible to delete documents?

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

Why Does the site say my File is too large?

If a message appears indicating the uploaded PDF cannot be sent for file-size, please see the options linked below-

SutureU - PDF Solutions

Our system file size limit is set to 3MB. This limit can not be changed. If your document exceeds the limit then you may have to try other steps to re-save or compress your file size to be under 3MB. The link shown above will provide steps with attempting to reduce your file size.

Adding and Removing New Users

Your SutureHealth admins are responsible for creating and removing user accounts. Admins can use the link below to view instructions on how to create your new user accounts.

Click here to view how!

Admins keep in mind that your facilities have a 3 free user limit. You have the option to remove an existing user and replace them with a new user at no additional cost. For more information , reach out to support@suturehealth.com.

What are the benefits of upgrading to an Enterprise Account?

Upgrading to an enterprise account will provide you with access to the following :

  • Unlimited Users
  • Recruit & add Free Signers
  • Signer On-Boarding and continued Engagement
  • Slow Signer Follow-up
  • Strategic Signer Targeting with your Ops and Sales teams
  • Sales Team Training with In-Field Sales Team Support
  • Access to Marketer University
  • White-Glove Support

Email  sales@suturehealth.com to learn more.

What do I do about Outstanding Orders?

Assistance with slow signer follow up is provided for enterprise users. You may contact our success department at success@suturehealth.

How to Make a Field/Section “Required” for the Provider?

Adding a text box to the form, prior to sending, will make it a required field for the provider and will require them to complete that field (s) prior to signing the order.

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