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 Tools facilitate direct (mobile call) or indirect (automated telephone reminders) voice communications.

    • Facsimile Tools allow fax communications to be sent to external physicians and pharmacies until those groups adopt newer communication technologies.

    • Videoconferencing Tools facilitate mixed text, audio, video and object (image, sound, file, etc.) sharing in support of virtual collaboration or care.

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

    • Messaging Tools allow information to be sent directly to specific individuals or groups via desktop or mobile devices.


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.