Welcome to Rooster’s help center. We've compiled a list of common questions and answers to help you find tips, insights, and troubleshooting advice.
Routing of critical alerts
Why is there wrong specialty / location / attending doctor on Rooster for my critical alert?
If you notice a missing or incorrect specialty, location, or attending doctor in Rooster compared to EPIC, follow the steps below. Common scenarios include:
No specialty, location, or attending doctor displayed on Rooster (e.g., "AD - Not found").
An unexpected specialty, location, or attending doctor displayed on Rooster, triggering an unintended routing rule.
An unexpected patient movement (e.g., a test was ordered as an inpatient test, but the patient's ADT record reflects as outpatient).
Since Rooster displays data as received from EPIC, any discrepancies are likely due to the source data.
What to do?
To help us investigate, write in to us on our support channel and please provide the following:
Screenshot of location / specialty / attending doctor on Rooster
A screenshot of the critical result dashboard displaying the specialty, location and attending doctor
Download the critical result reports from Rooster and send us the ADT Trace column. You can find out more on critical result reports here.
A screenshot of the ADT Trace column from the critical result reports
(If possible) Screenshot of the expected specialty/location from EPIC ADT.
If needed, we will help to escalate this to relevant interface teams at Synapxe to better understand the issue.
Why is the ordering doctor wrong?
If you notice a discrepancy in the ordering doctor or a missing ordering doctor in Rooster compared to EPIC, follow these steps to troubleshoot and resolve the issue.
What to do?
To help us investigate, write in to us on our support channel and please provide the following:
Screenshot of location / specialty / attending doctor on Rooster
A screenshot of the critical result dashboard displaying the ordering doctor
(If possible) Screenshot of the expected ordering doctor from EPIC.
If needed, we will help to escalate this to relevant interface teams at Synapxe to better understand the issue.
As a doctor, why am I receiving alerts about patients not under my care?
You are receiving alerts due to how the routing rules are configured. Routing rules are triggered based on the patient’s specialty and location. You can learn more about how routing rules are configured here.
What Should You Do?
If You Are a Clinician:
If you know the superusers at your institution, reach out to them for assistance.
If you’re unsure who to contact, you can reach out to us through our support channels.
If You Are a Superuser:
To investigate why a clinician received an alert, follow these steps:
Download the Critical Result Report (CRR) for the relevant date range.
Search by accession number to locate the details of the critical alert.
Check the ‘Routing Rule Trace’ column to identify which routing rule was triggered.
If the routing rule is behaving as expected, consider these possible reasons the clinician was alerted:
Roster-based notifications: The routing rule may be linked to a roster, and the clinician could have been assigned for that day.
Verify this by checking the Monthly Roster and looking at assignments for the alert date.
OD/AD Role Notifications: The routing rule may be configured to notify the Ordering Doctor (OD) or Attending Doctor (AD), and the clinician may have held that role at the time.
Direct Contact Inclusion: The clinician may have been manually added as a contact in the routing rule.
Patient Movement Discrepancies: If the patient’s ADT (Admission, Discharge, Transfer) data is incorrect or delayed, the system may have associated the patient with the wrong doctor.
If this seems to be the issue, kindly follow the instructions here and contact us through our support channel for further assistance.
Messaging
Why is my reply to critical alerts not going through?
There are a few possibilities for this issue :
If you are receiving the error message as follows. Follow the instructions here to troubleshoot this issue
Check the acknowledgment message and ensure the accession number matches the critical alert you are replying to.
Replies must be sent within one hour of receiving the critical alert.
Example of an accession number in the acknowledgement message
If none of the above apply, reach out to us via our support channel, and we will escalate the issue to our SMS vendor for further investigation.
Login issues
I am not able to log in to Rooster.
If you are experiencing login issues due to:
Authenticator app-related problems
Invalid password or login details
Please contact the Authenticator app team for assistance on Authenticator app-related problems.
Please contact the relevant IT helpdesk for assistance on invalid login details:
What should I do if I see the error message "Please ask an admin to add you as a user"?
If you are seeing the error message "Please ask an admin to add you as a user," please raise an EPAS (Electronic Process Automation System) request or ITR (IT Request) to get the right permissions on Rooster.
Rosters
As a doctor, it takes too long for me to log into Rooster to view the rosters.
We understand that logging into Rooster may take time during emergencies. To ensure quick access to on-call rosters, we have partnered with your institution to provide an alternative method:
Step 1:
Access SharePoint sites for your institution and click on ‘Doctor’s On-Call Roster’ as shown in the screenshot below.
Step 2:
After clicking on the ‘Doctor’s On-Call Roster’ hyperlink, you should be directed to the page below.
Locate and click on ‘roster_daily NUH Doctor On Call.pdf’ (the filename may vary depending on your institution). This roster is updated three times a day to reflect the latest changes.
How can I add multiple assignments to the same cell in a roster while keeping the order fixed?
In order to add multiple assignments to the same cell and maintain their order, you will have to add the assignees consecutively.
What's the difference between On-Call, Team, and Leave rosters? Should they be used separately or are they linked?
All these three rosters are separate and not linked to each other. Which roster to use depends on your department's requirement.
On-Call rosters are rosters where the leftmost column are on dates, this roster is commonly used to display which role is on call for what day.
Team rosters are rosters where leftmost column are team names , these are more commonly used in surgical wards where a team of clinicians is assigned to a location.
Leave rosters are similar to on call rosters in structure and are simply used to indicate when the clinician is on leave.
Rooster logic for reading HL7 messages
What happens if the incoming MCR no. does not have a prefix of “M” and instead a different letter?
When a critical alert comes in, we try to match the MCR number with the one in the Rooster directory. If there’s no match, we ignore the first letter or 'MP' and try again. For example:
If the incoming MCR is N64697J, we check for 64697J in Rooster.
If the MCR is MP4726E, we check for 4726E instead.
Others
What is the difference between a contact and a user on Rooster?
A contact is an individual listed in the directory for rostering or routing purposes. Contacts do not need to have login access to Rooster.
A user is someone with an account who can log in to Rooster to manage rosters, view assignments, or perform other actions based on their role.
