UPMC patients report problems with new electronic health record system

Patients at several UPMC facilities are reporting long waits, trouble accessing the MyUPMC app and other frustrations following the health system’s transition to a different electronic health record system.

UPMC says it is moving to a “single, unified electronic health record” designed to create a more connected experience for patients and caregivers across its system.

The transition began Saturday.

At UPMC Children’s Hospital, families told WPXI they encountered delays and problems accessing information in the new system.

Miranda Wise was at Children’s with her 5-month-old son, Levi, who was admitted Saturday with bronchiolitis.

Wise said she and her family spent about five and a half hours in the waiting room before Levi was taken back and admitted.

“They said it had a lot to do with the new computer systems, but they’ve been busy in the waiting room every night since,” Wise said.

Another patient, Carolyn Krachkowski, drove from Mercer County for her husband’s cancer treatment at a different UPMC facility. She said she spent part of his appointment on the phone with UPMC’s IT department after having trouble registering for the new system.

Krachkowski said staff also could not access records from her husband’s recent surgery.

“It was concerning. We just had a surgery less than a year ago, and they didn’t have it,” she said.

UPMC acknowledged that some patients may experience problems during the transition.

“As we complete this important transition, some patients may experience temporary issues with the MyUPMC app or patient portal, as well as longer-than-usual registration times,” a UPMC spokesperson said in a statement.

The health system said its teams are working to resolve the issues and restore full functionality.

UPMC said the new platform will give care teams “real-time access to the information they need to deliver timely, coordinated care.”

For patients who need help with an upcoming appointment, test result, prescription or other care need, UPMC recommends contacting their physician’s office directly.

UPMC also said it appreciates patients’ patience during the transition and thanked its patient care and IT teams for their work implementing the new platform.

Download the FREE WPXI News app for breaking news alerts.

Follow Channel 11 News on Facebook and Twitter. | Watch WPXI NOW