Communication Norms

The Connect Care clinical information system (CIS) is much more than an electronic medical or health record. It seeks to improve continuity of information, relationships and intent in service of a coherent patient and provider experience.

Relational continuity is supported by good communication. Communication happens when one person or group relays information to another person or group. Documentation happens when information is managed to serve as a record.

Communication norms are about what CIS users expect of one another for effective, efficient, safe and respectful information sharing within and between groups.

Bottom Line

All clinicians should familiarize themselves with the Connect Care communication norms, then gather in their clinical groups, learn the basics, discuss norms and derive a group “Communications Pact” to guide clinical communication behaviours in their area.

Communication Tools

Different communication tools support different needs:

    • Telephony - Facilitates direct (mobile call) or indirect (automated telephone reminders) voice communications.

    • Facsimile - Where fax communications are sent to external physicians and pharmacies until those groups adopt newer communication technologies.

    • Videoconferencing - Where mixed text, audio, video and object (image, sound, file, etc.) sharing supports virtual collaboration or care.

    • Commenting - Allow information to be shared with clinical groups when a patient chart is viewed in Hyperspace.

    • Secure Chat - Allow information to be sent directly to specific individuals or groups via desktop or mobile devices.

    • Patient Messaging- For secure exchange of encrypted messages between patients and providers.

    • Secure Email - Enables encrypted messages to be sent from AHS email accounts to external provider or patient email addresses.


Communication tools are described, with tips for best use, in the Communications section of this Manual.

Communication norms are described, with tips for respectful use, in Connect Care Communications Norms.