BC Transplant and SOT staff can call the PROMIS on-call cell phone at 778-873-0483 to contact PROMIS Support outside of business hours (17:00 to 08:00 weekdays, and 24 hours on weekends and statutory holidays).
If the call is not immediately answered, BC Transplant and SOT staff should expect a response within one hour of the call being placed.
If the call is not responded to within 45 minutes:
- Staff are asked to send a high priority email to transplantafterhours@bcrenal.ca The after-hours phone is configured to sound an alert every three minutes until the email is acknowledged.
If the initial call is not responded to within 60 minutes:
- Staff are to move to the downtime procedure that they have in place (CTR Manual Process):
CTR Manual Process
- Call CTR Customer Support 1-855-274-2889 and advise of an urgent change to the waitlist.
- CTR Customer Support makes the change, prints the record with the change and faxes to the BC Transplant and SOT staff requesting the change.
- BC Transplant and SOT staff reviews and approves. If the record is correct, sign, date and return to CTR by fax. If incorrect, make necessary changes on form and return to CTR for correction.
- Contact PROMIS Support to inform them exactly what changes were made in CTR so that both the CTR and PROMIS information matches. Please see the following page for details (Updating PROMIS recipient information after manual CTR data entry).
Updating PROMIS Recipient information after a manual CTR data entry
During a scheduled outage or other interruption in service with the Canadian Transplant Registry (CTR) or PROMIS, you may be required to call CTR Customer Support and request a manual update to your recipient’s CTR information.
Note: If there is a national service outage, the CTR team can provide electronic or fax copies of the current list, and can complete the update or addition of high status patients. In these cases, CTR will update the list and call all OPOs to advise of the changes to the list.
To ensure patient information is correct in both systems (CTR and PROMIS), the recipient record in PROMIS must also be updated with this information, using the process below:
Call PROMIS Support 1–855–806–8868 during regular business hours and provide the following information so that the record can be manually updated in PROMIS:
- National Recipient ID (CTR #) and the Organ Request ID (Primary Key ID)
- All information that was provided to CTR Support for the recipient update.
Any combination of the screens below may need to be updated in PROMIS to ensure that PROMIS and CTR remain in sync.
- Recipient Immunology
- Activation
- HSP Incoming Offers
- Transplant Procedure
- BCT Legacy (TADIS)
- Demographics and Physical Examination (existing recipients only)
When CTR manual process is not needed
All non-urgent updates and additions are to be made in PROMIS once the system is operational again per your usual processes.