Troubleshooting: Client Not Receiving Results via LifePoint HL7 Interface

This article provides a step‑by‑step guide for investigating and resolving issues when a client reports that they are not receiving lab results through the LifePoint HL7 interface.

1. Verify Client Integration Configuration

1. Open the Client Master file for the affected client.
   
2. Click on the Integrations button
3. Confirm that Life Point Publisher is selected for this client.

If Life Point Publisher is not selected:

• Update the configuration as appropriate (if you have permissions), or
• Escalate internally to the LIS administrator or technical team to correct the configuration.

2. Check LifePoint Transmissions in the LIS

1. Navigate to:
   Tools > Transmissions > Life Point Transmissions
2. Apply filters to narrow down to the affected orders:
   • Client
   • Date range (covering the time period of the missing results)
   • Order/Accession, if known
3. Locate the orders that the client reports as missing.

3. Confirm Order Status (Partial / Final)

LifePoint only receives results for orders that are Partial or Final.

• In the Life Point Transmissions view (or the related order view), confirm that the affected orders are:
  • Partial or Final: Eligible to be transmitted.
  • Not Pending: Pending orders are not transmitted to LifePoint.

If orders are still pending:

• Investigate why the results have not been finalized.
• Finalize or partially verify results as appropriate and recheck transmissions.

4. Review “Sent to Life Point” and Transmission Status

In Tools > Transmissions > Life Point Transmissions, review the following columns for each affected order:

4.1 Sent to Life Point (date/time)

• Populated: Shows the date and time the results were transmitted to LifePoint.
• Blank: Indicates that no results have been transmitted for that order.

4.2 Transmission Status

Common statuses:

• Delivered

  • The message was transmitted to LifePoint without errors.
  • No ACK (acknowledgment) was received from LifePoint.
  • Transmission left your LIS successfully, but you do not have confirmation that LifePoint processed it.

• Confirmed

  • LifePoint returned a successful ACK.
  • Transmission was 100% successful from your LIS to LifePoint and confirmed on their side.

5. Recommended Actions by Scenario

Scenario A: “Sent to Life Point (date/time)” is blank

Symptom:

• The client reports missing results.
• The Sent to Life Point column is empty for the affected orders.

Interpretation:

• No results have been transmitted for those orders.
• Either the client is not correctly configured to receive results via LifePoint, or transmission did not trigger.

Actions:

1. Reconfirm the Client Master setup:
   • Ensure Life Point Publisher is correctly configured and selected.
2. If configuration appears correct and results still are not being transmitted:
   • Contact OCL LIS technical support for further investigation of:
     • Interface configuration
     • Routing rules
     • Any LIS/interface engine errors preventing transmission.

Provide technical support with:

• Client name and ID
• Example accession(s) / order number(s)
• Approximate dates and times of expected transmission

Scenario B: Status = Delivered

Symptom:

• Sent to Life Point shows a date/time.
• Transmission Status = Delivered.
• Client still reports not receiving results.

Interpretation:

• The connection with LifePoint is live.
• Results were sent without error from your LIS to LifePoint.
• However, no ACK was received, so there is no confirmation that LifePoint successfully processed the results.

Actions:

1. Document:
   • Client name
   • Example accession(s)
   • Sent to Life Point date/time
   • Status = Delivered
2. Contact LifePoint:
   • Ask them to confirm if there are any issues on their side affecting:
     • Message receipt
     • Processing
     • Routing to the client’s EMR.
3. Provide LifePoint with:
   • Sample HL7 message identifiers or timestamps (if available)
   • Client details and affected orders.

Scenario C: Status = Confirmed

Symptom:

• Sent to Life Point shows a date/time.
• Transmission Status = Confirmed.
• Client says they still are not seeing results in their EMR.

Interpretation:

• Results were successfully sent from your LIS to LifePoint.
• LifePoint acknowledged and processed the transmission successfully.
• The issue is most likely downstream between LifePoint and the client EMR or at the client’s endpoint.

Actions:

1. Inform the client that:
   • Results have been successfully sent and confirmed by LifePoint.
2. Ask the client to involve their EMR vendor or IT team as needed.
3. Request that LifePoint check the client endpoint/EMR connection, including:
   • Endpoint configuration
   • Message routing rules
   • Any errors on delivery to the client EMR.

6. Working with LifePoint Support

When you need LifePoint assistance (Scenarios B and C):

1. Open a ticket with LifePoint Support, including:

   • Client name and identifier
   • Specific order numbers / accessions
   • Dates/times of transmission
   • Transmission Status (Delivered or Confirmed)
     

1. Follow LifePoint’s instructions:

   • Perform any requested tests (e.g., resend a test result).
   • Adjust endpoint settings as directed by their team.
   • Coordinate with the client’s EMR/vendor if LifePoint identifies endpoint issues.

2. Keep internal notes on:

   • Ticket number
   • Actions requested by LifePoint
   • Final resolution (for future reference and trend analysis).
     

7. Summary Decision Tree

1. Check Client Master File

   • Life Point Publisher selected?
     • No → Fix configuration or escalate internally.
     • Yes → Continue.

2. Check Life Point Transmissions

   • Orders Partial/Final?
     • No (Pending) → Finalize/partial and recheck.
     • Yes → Continue.

3. Sent to Life Point blank?

   • Yes → Contact OCL LIS technical support.
   • No → Check Transmission Status.

4. Status = Delivered

   • Results left LIS, no ACK → Contact LifePoint to check for issues on their side.

5. Status = Confirmed

   • Results sent and processed by LifePoint → Ask LifePoint to verify the client EMR endpoint; involve client’s EMR/vendor as needed.

By following the steps above, you can consistently diagnose where in the chain (LIS → LifePoint → Client EMR) an issue is occurring and involve the correct party (OCL LIS support, LifePoint, or client EMR) to resolve it.