Frequently asked questions
Why can’t I see a module?
Section titled “Why can’t I see a module?”A module is hidden for one of two reasons: your role does not hold the permission its screens require, or your facility’s edition does not include the module. Veona is deny-by-default, so anything you are not explicitly allowed to see stays hidden. See Editions and Roles and permissions.
What’s the difference between my password and my eSign PIN?
Section titled “What’s the difference between my password and my eSign PIN?”Your password signs you in to the app. Your eSign PIN is a separate 6-digit code you enter to sign and lock a clinical record. They are independent: changing one never changes the other, and they have separate reset flows. See Your eSign PIN.
How do I reset my eSign PIN?
Section titled “How do I reset my eSign PIN?”From your account security settings, choose to change your eSign PIN and confirm with your current PIN, your password, or a two-factor code — then set a new 6-digit PIN. If you have forgotten the old PIN, use your password or a two-factor code instead.
I forgot my login password. What do I do?
Section titled “I forgot my login password. What do I do?”On the sign-in screen, choose Reset your password and enter your email. If an account exists, you receive a secure reset link by email. The response is the same whether or not an account exists, so attackers cannot probe for accounts.
Why was my prescription blocked?
Section titled “Why was my prescription blocked?”A prescription can be held by a drug-interaction hard stop — for example, a severe interaction or an allergy conflict. As the prescriber, you clear it by recording a reason and signing an interaction override with your eSign PIN. The pharmacist also has a dispense-time override as a second safeguard.
Why can’t I enter a lab result?
Section titled “Why can’t I enter a lab result?”Most likely because you are a prescriber, not a fulfiller. Clinicians and nurses order tests; lab scientists enter and verify results. This order-versus-fulfil separation is deliberate. See Roles and permissions.
Why can’t I order a test, even though I work in the lab?
Section titled “Why can’t I order a test, even though I work in the lab?”The reverse of the rule above: fulfilling roles such as lab scientist, radiologist, and pharmacist do not hold ordering permissions. Ordering is the prescriber’s action.
How do patients get their results?
Section titled “How do patients get their results?”A result is released to the patient portal by staff. Once released, the patient
signs in at patients.veonahealth.com and can view and download the result.
Results are not visible in the portal until they are released.
How do patients sign in?
Section titled “How do patients sign in?”The patient portal at patients.veonahealth.com is passwordless by default. A
patient enters their UHID and email to receive a single-use magic link, then
opens the link to sign in. A password-and-OTP option is also available.
How do patients join a telehealth consult?
Section titled “How do patients join a telehealth consult?”When a telehealth appointment is booked, the patient receives an invite. They open the link, verify with a one-time code, and join the video room — the same room as the clinician.
Can I work offline?
Section titled “Can I work offline?”Yes — the staff app keeps a local cache so you can keep working through brief connectivity gaps, and syncs when you are back online. Note that switching facilities clears this local cache for safety, so sync any unsynced work before you switch.
Why was my session scoped to a different facility than I expected?
Section titled “Why was my session scoped to a different facility than I expected?”Your role and permissions are resolved per facility. If you belong to more than one, check the Facility Switcher in the top bar and switch to the one you mean to work in. See Switching facilities.
Do I need two-factor authentication?
Section titled “Do I need two-factor authentication?”Two-factor is part of first-time onboarding, so you set it up before you can use the app. You can manage your methods — authenticator app, backup codes, email or SMS one-time codes, and passkeys — from your account security settings. See Multi-factor authentication.
What gets recorded when I sign a record?
Section titled “What gets recorded when I sign a record?”Every signature is written to a tamper-evident audit trail, along with the record you signed. Setting, changing, failing, and using your eSign PIN are recorded as security events too.
Where do staff, patients, and operators each sign in?
Section titled “Where do staff, patients, and operators each sign in?”Staff use hms.veonahealth.com (also emr.veonahealth.com and
ehr.veonahealth.com — the same app). Patients use patients.veonahealth.com.
Veona operators use the control plane at platform.veonahealth.com. Staff and
patient sessions are separate.