According to the Medicare Data Communication Network (MDCN) help desk supporting this process, the top causes of connection issues have been that facilities have not correctly implemented steps six or seven of the instructions for changing the Broadband account from HMDS to ANRMS. These instructions can be located on the MDCN web page at: https://www.qtso.com/mdcn.html.  Click on the label: Instructions for Changing Broadband Account from HMDS to ANRMS (Updated 06/17/09) NEW! Step six relates to selecting Default on the Network page.  Step seven relates to the facility’s password.  Facilities that need assistance with implementing step seven should contact Andy Alegria at andy.alegria@dads.state.tx.us.

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If the above processes are not successful, Nursing Facilities should contact the MDCN help desk at (800) 905-2069 between 7:30 am and 7:30 pm CST, Monday through Friday.  Facilities may get a fast busy signal because of the number of calls coming into the help desk.  According to MDCN, the best times to call are mid-morning (before lunch) and in the afternoon. Nursing Facilities may also send MDCN an e-mail at mdcn.mco@palmettogba.com.  Nursing Facilities should include the contact’s full name, username, direct phone number, best times for a return call, and a description of the issue.  Facilities should NOT include their AT&T password as this is a security violation.  An e-mail response from MDCN should be received within 24 hours.