Healthcare Professional Frequently Asked Questions (FAQs)

Logging in to Novari eVisit

Where do I login?

You can login to Novari eVisit at https://evisit.on.novarihealth.net/

I’m having trouble logging into Novari eVisit

If you think you have lost or forgotten your password, click the “Forgot Your Password” link on the login page and follow the instructions. If you still can’t login, please contact Novari Health by email at evisitsupport@novarihealth.com to make sure you have been registered for Novari eVisit.

I need technical support, who do I contact?

If you are experiencing technical difficulties and the FAQs on this webpage have not been able to resolve the issue for you, please contact Novari Health by email at evisitsupport@novarihealth.com.

Video calls

How do I start a video call?

If this is the first time you are setting up a video call, Novari Health recommends that you check to ensure your device is fully compatible (i.e., has a camera, microphone, and speakers). Once you begin a video call, you may be asked by the internet browser to give permission for Novari eVisit to access your web camera. Novari eVisit requires access to your web camera for you to have a video call with a patient.

I can’t hear the patient, or the patient can’t hear me

Check to ensure the speakers and microphone are not muted in the video controls, then check to make sure that your speakers are turned up or your headphones are plugged in. You can message the patient in the Timeline to ask them to do the same.

The video picture does not look right

In the right corner of the video controls, there is a dropdown list of available cameras on your device. Many mobile devices have a front and rear camera. You may need to switch between cameras in order to use the one that is directed at you. You also have the option to select full screen mode to get a larger and more clear view of the video call.

What kind of equipment do I need to use Novari eVisit?

You will need a computer, tablet, or mobile phone to be able to access Novari eVisit. In order to have a virtual visit with a patient, you will need:

  • Camera – this will allow you and the patient to see each other during the virtual visit.
  • Microphone – this will allow you and the patient to speak to each other during the virtual visit.
  • Speakers – this will allow you and the patient to hear each other during the visit.

Is it free?

Yes! Novari has partnered with OTN to provide a free, online tool that gives patients and healthcare providers a platform to connect virtually to discuss medical issues. Virtual appointments using the Novari eVisit system with participating healthcare providers and patients are covered by OHIP.

The video call says it is starting, but it keeps trying to load

Try refreshing the page and starting the video call again.

What internet browsers can I use?

Novari eVisit works best in Chrome, Safari, FireFox, or Edge.

Notifications

How do I set up my notification preferences?

To set up your notification preferences, go to your Account Settings.

What kinds of notifications does a patient receive?

Patients receive notifications when one of their open visits is updated. This includes but is not limited to when a virtual visit is triaged, accepted, scheduled, completed, cancelled, and if applicable, when the patient has an upcoming scheduled visit.

Virtual Visits

How can I document a visit that has been closed?

Healthcare professionals can append chart notes after a visit has been completed, however, previous notes cannot be deleted. Search for a patient under Completed Visits and open the visit and add a Chart Note.

Where do I document notes?

Chart Notes can be documented by clicking on the “Add chart note” button at the bottom of the page. Once you click save, your note will appear on the Chart Note tab.

How do I make a prescription?

In the bottom action bar, click Add Prescription, and fill out the details, including number of refills. You can add multiple medications on a single entry. Once all medications have been added, select Save Prescription. The PDF version of the prescription can be accessed in the Attachments tab and downloaded or deleted from there.

How do I add a requisition?

In the bottom action bar, click Add Requisition, and select the requisition form you would like to add. Once the form downloads, you will be able to fill out the required service(s) and then attach the filled-out form to the visit. Click Save and the requisition form will be available for the patient to download.

How do I find a specific virtual visit?

Specific virtual visits can be accessed through the Visit List page. You can filter visits on their current status, as well as by who the patient has requested to see. As well, each column can be sorted by clicking on the individual column header.

How do I send a secure instant message?

You can send a secure instant message to a patient by clicking on the Timeline tab in the visit and entering our message in the textbox.

How do I see triage information?

Triage information can be found under the timeline tab. Click on the triage note.

How do I complete a visit?

To complete a visit, select Complete Visit from the bottom action bar. Indicate how the visit was completed, and add any appropriate comments, then select Complete.

Security and Privacy

What security safeguards should I have in place?

Since Novari eVisit deals with personal health information (PHI), we highly recommend that you ensure that you take the follow precautions at a minimum to ensure that your information is protected:

  • Use a current web browser that supports encryption, and sure that it is up to date.
  • Do not use public or shared computers to access Novari eVisit.
  • Do not use insecure networks when accessing Novari eVisit.
  • Use a software or hardware firewall to protect your devices from network intrusion.
  • Install and maintain anti-spyware, anti-malware, and anti-virus software to detect new threats.
  • If your device is on a wireless network, ensure that router settings are secure (encrypted), and that your router is password protected.
  • Be cautious when downloading files, installing software, or opening email attachments form unverified or unknown sources.
  • Be suspicious of emails purporting to be from a financial institution, government agency, or other agency requesting account information, account verification, or banking access credentials such as User IDs, PINs, codes, and similar information.
  • We recommend clearing the browser cache before logging into the software in order to eliminate copies of webpages that have been stored on the hard drive.
  • Always lock your device if you leave it unattended, particularly if you are logged into the software. Create a strong password when using Novari eVisit. A strong password is longer than 15 characters, includes upper- and lower-case characters, includes numbers, and include symbols.

What policies does Novari Health have in place to ensure personal health information is protected?

View Novari Health’s privacy policy here.

Novari Health adheres to a rigid privacy policy to ensure personal health information (PHI) is protected. This policy includes the following:

  • All staff are aware of the purpose for which PHI is collected and trained on their legal obligations to protect PHI.
  • Novari Health ensure that third parties acting on behalf of Novari Health are contractually obligated to protect PHI to the same standard that Novari Health adheres to.
  • Novari Health has staff to monitor security on a scheduled basis to detect for any possible breaches in security.
  • Novari Health will report any security incident to the affected health information custodian, should they occur.
  • Novari Health has a privacy officer who is responsible for managing compliance with privacy requirements and implements best practice as it related to privacy software features and requirements.
  • PHI is not used or disclosed for purposes other than those for which it was collected.
  • PHI is retained only if necessary, for the fulfillment of the purposes above, and as required by law.
  • Novari Health works with health information custodians to ensure that the data in its custody is accurate, complete, and as up to date as possible.

What is a ‘security incident’ and how should I report it?

A security incident is a situation that can result in the misuse of confidential information on a computer system if you have encountered any of the following, we ask that you report it to us by email at evisitsupport@novarihealth.com as soon as possible:

  • You have been the victim (or suspect you have been the victim) of hacking attempt, malware attack, or computer virus.
  • You believe that your personal information within the software may have been accessed inappropriately.
  • You believe that someone has gained access to your username or password.
  • Someone else appears to have access to your account, as evidenced by changes to your personal account that were not made by you.
  • You can view personal health information about people other than yourself that you do not think you should be able to see.

You have found a way to circumvent any of our security measures.

How do I recognize communications from Novari eVisit?

From time to time, Novari eVisit will send you notifications and communications related to the product, updates to your visit, or changes to the software. Depending on your notification preferences, these communications are delivered by email, SMS (text message), or automated phone call. Novari eVisit will send these communications from the following trusted contact points:

Existing OTN Primary Care Healthcare Professional User Specific Frequently Asked Questions

These questions and answers are specific to OTN registered primary care healthcare professionals using Novari eVisit.

Patient Registration

How to change a patient’s e-mail for logging in

Patient email address changes cannot be done on the healthcare professional or patient side of the application. Patients will need to contact Novari Health support and request this change on their own.

A patient hasn’t received a verification code for registration

If you have registered a patient and they have stated they are not receiving the verification code, please first ask them to check their Junk and Spam folders to check for an email from “Novari Admin”. If they still cannot find it or have deleted it, please go to the registration and click “Resend Registration”. To do this, click the Patients tab at the top, and then select the “Incomplete” patient option on the left hand side, then click the “Incomplete” tab beside the patients name under the status, select the “Account” tab and click “Resend Registration Email”. This will generate a new access code for the patient to use for registration.

What security safeguards should I have in place?

Since Novari eVisit deals with personal health information (PHI), we highly recommend that you ensure that you take the follow precautions at a minimum to ensure that your information is protected:

  • Use a current web browser that supports encryption, and sure that it is up to date.
  • Do not use public or shared computers to access Novari eVisit.
  • Do not use insecure networks when accessing Novari eVisit.
  • Use a software or hardware firewall to protect your devices from network intrusion.
  • Install and maintain anti-spyware, anti-malware, and anti-virus software to detect new threats.
  • If your device is on a wireless network, ensure that router settings are secure (encrypted), and that your router is password protected.
  • Be cautious when downloading files, installing software, or opening email attachments form unverified or unknown sources.
  • Be suspicious of emails purporting to be from a financial institution, government agency, or other agency requesting account information, account verification, or banking access credentials such as User IDs, PINs, codes, and similar information.
  • We recommend clearing the browser cache before logging into the software in order to eliminate copies of webpages that have been stored on the hard drive.
  • Always lock your device if you leave it unattended, particularly if you are logged into the software. Create a strong password when using Novari eVisit. A strong password is longer than 15 characters, includes upper- and lower-case characters, includes numbers, and include symbols.

How do I register a patient for Novari eVisit?

To register a patient for Novari eVisit, click the “Register a Patient” button and complete the Register a Patient form.

What is a patient account?

Every patient who will be requesting visits either for themselves or for dependents needs a Novari eVisit account to sign in to Novari ePortal. The patient’s unique e-mail address is used to sign in, along with a password of the patient’s choosing. This is to ensure only authorized patients can sign in.

How do I add an account for a patient?

You can add an account for a patient when you are adding them to your roster, or after they have been added. When first registering a patient, enter the patient’s email address, ensuring it is not used by any other patient and select the check box to send the registration invitation email message. If you have already registered a patient without setting up the account, use the Account tab of the patient’s profile and add their email address. We will email them instructions for signing in.

How do I delete a patient account?

Removing a patient from the system is not within Novari Health’s guidelines with OTN. There are some options, but first Novari Health requires confirmation that the patient has been made aware that they will be removed from Novari eVisit. Please contact Novari eVisit support (evisitsupport@novarihealth.com) with your detailed request, including why you are removing the patient, and that you have informed the patient that they are being removed.

How to accept a patient’s self-registration

If a patient has self-registered, you will receive a notification and must approve their request before they become an accepted patient. To accept the patient request, click the “Patients” tab, select “Patient Requests” at the top, and then click “View” beside the patient’s name, confirm the information is correct, and proceed to the next step to confirm.

A patient hasn’t received a verification code for registration

If you have registered a patient and they have stated they are not receiving the verification code, please first ask them to check their Junk and Spam folders to check for an email from “Novari Admin”. If they still cannot find it or have deleted it, please go to the registration and click “Resend Registration”. To do this, click the Patients tab at the top, and then select the “Incomplete” patient option on the left hand side, then click the “Incomplete” tab beside the patients name under the status, select the “Account” tab and click “Resend Registration Email”. This will generate a new access code for the patient to use for registration.

What is a dependent?

A dependent is a person who requires help managing their healthcare. Children, or any person who requires help managing their healthcare, could be a dependent or have a designated caregiver.

How do I add a dependent?

Dependents are added like any other patient but may not need an account if a caregiver will request visits on their behalf. You can do this by going to the patient’s profile, click the “Related Patients” tab, then select “Add a registered patient”. If the patient is not already in Novari eVisit on your roster, please select “Add a new patient”. You can then fill out the form. Make sure at the bottom you deselect the “Invite this patient to sign up for their own account”.

Do dependents need an account?

Dependents do not need an account if a caregiver will be requesting the visits on their behalf. Dependents can have an account, but their email address used to sign in must be different than the caregiver and any other patient.

What is a caregiver?

A caregiver is a person who has responsibility for another person’s healthcare. Often this person is a parent or guardian of a child, or someone who is helping to care for an aging parent, or other family member. A caregiver can request and manage visits on behalf of the other person and provide health information about the person to healthcare professionals.

What is the related patient feature?

The “Related Patients” feature allows healthcare professionals to link patients together where one person is helping the other person manage their healthcare. A caregiver can request and manage visits for a dependent, as well as update their patient profile. Dependents do not need to have an account or sign in to Novari ePortal themselves. These types of relationships could include a parent and child, a guardian figure, or a delegate acting for someone who requires help managing their healthcare.

How do I add a patient’s family member(s)?

If the patient and their family member are on the same primary care provider’s roster, you can create a Caregiver-Dependent relationship for them. On the patient’s profile, select the “Related Patients” tab, and then “Add a Related Patient”. You will have the option to make your patient a caregiver for another patient, or a depended of another patient. Both patients must have already be registered for Novari eVisit. Search for the related patient by HCN or last name. Select the correct patient, make sure the relationship definition is correct, and select Confirm Relationship. The relationship will be visible and editable in both patients’ profiles.

Why can’t I find my patient why I try to add a relationship?

Caregiver-Dependent Relationships can only be made between patients that are registered on the same physician’s roster. Currently, patients from different rosters cannot be caregivers or dependents for each other.

What is the difference between a Verification Code and a Password?

A verification code is sent to the patient by their healthcare professional in the invitation to register email messages whenever the provider pre-registers a patient in their roster. It is used to confirm that patient’s identify when the patient completes their registration to set up their account. A password is created by the patient when registering and is then used by the patient each time the patient signs in. A verification code cannot be used as a password because Novari eVisit and Novari ePortal require passwords to be 8 to 12 characters and contain at least one digit and special character. Verification codes are structured differently.

Still have questions?