Important Information
9/12/2025 – 5:00 PM
Status Update: Direct Messaging and User Provisioning
We’re continuing to troubleshoot the issue affecting user provisioning and Direct Messaging access. Our teams are actively working toward a resolution.
We’ll share updates as soon as more information is available. Thank you for your patience and understanding.
9/9/2025 – 4:00 PM
Service Notice: Direct Messaging Access Issues
We are currently experiencing ongoing issues with Direct Messaging. Users have reported login errors, inconsistent loading behavior, and the need to clear browser cookies to access the service. In some cases, Direct Messaging fails to refresh without logging back into RHIO.
We are working closely with the vendor as these issues are actively investigated. We apologize for the inconvenience and appreciate your patience as we work toward restoring full functionality.
Services Affected:
- Direct Messaging
- Alert Notifications
For assistance, please contact RHIO Support:
📧 support@grrhio.org
📞 (877) 865-7446
Further updates will be posted here as they become available.
Sincerely,
RHIO Support Team
News / Article
Rochester RHIO Expands Access to Verbal Consent Procedure
Expansion includes additional clinicians.
Updated: April 6, 2020
On March 20, Rochester RHIO announced a change from the New York State Department of Health (NYS DOH) around RHIO consent for telemedicine. Written consent is being waived for telemedicine calls where a patient doesn’t have prior written consent on file for the health information exchange. Rochester RHIO has operationalized this access through its Break-the-Glass protocol.
Usually only used for emergency situations, Rochester RHIO is now expanding authorized user access to its Break-the-Glass protocol to support and facilitate the telehealth directive from NYS DOH during the COVID-19 public health pandemic. More clinical users will now see “Break-the-Glass” as additional option while entering RHIO consent into Explore.
Note: Rochester RHIO conducts an audit each time a user clicks “Break-the-Glass.”
If you need to use this process, you must follow the directions in the verbal consent procedure below.
- Document: Rochester RHIO Verbal Consent Procedure for Telehealth During the COVID-19 Pandemic
- Full Letter: New York State Department of Health
Important: Verbal consent is NOT durable. This means that verbal consent must be obtained during each telehealth visit, if a patient has not previously provided written consent.
If you have any questions around verbal consent, the procedure itself, or if you don’t see the Break-the-Glass option while entering patient consent, contact RHIO Support at 1-877-865-7446 (RHIO), or email support@grrhio.org.