Scanned records are stored but the intended team never sees them
Clarify ownership and the expected next handoff before creating more work.
Records routing
Epic Scanned Documents Not Routing: What to Check
Operational guidance for teams when scanned records, outside documents or uploaded files are not reaching the expected receiving team.
What this often looks like
Common symptoms
Documents are being sent to personal inboxes or ad-hoc locations
Clarify ownership and the expected next handoff before creating more work.
The same document is scanned more than once to increase visibility
Clarify ownership and the expected next handoff before creating more work.
Different offices use different document-type or routing conventions
Clarify ownership and the expected next handoff before creating more work.
First checks
Work through these before escalating blindly.
- Identify the document type and the approved destination
- Confirm which team is responsible for acknowledging or processing it
- Determine whether the issue is document classification, routing, ownership or access
- Check whether a standard queue or pool is expected instead of an individual inbox
- Document the local exception path for items that cannot be routed normally
Ownership questions
- Who owns the document after scanning?
- Who is expected to act on it?
- What status or destination proves the handoff completed?
- Who resolves rejected or misclassified records?
Avoid making the problem worse
Do not use a workaround as the default process.
- Uploading the same record repeatedly
- Using unapproved personal destinations
- Sharing screenshots or patient records with HelpEpic
- Changing routing rules without the authorized application team
Security and privacy boundary. Do not send HelpEpic patient names, DOBs, MRNs, insurance identifiers, screenshots, records, passwords, tokens or other confidential information. Access, outages, security incidents, protected configuration changes and patient-specific clinical decisions belong with your organization’s authorized teams.
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