Launch Supports for Prescribers
Available during the launch period, approximately 1–2 weeks before launch and up to 4 weeks post-launch.
This section (launchhelp.connect-care.ca) highlights the supports available during the launch period for prescribers participating in the current launch wave. For CMIO leader launch supports, see CMIO Lead Launch Supports and, for post-launch support, see User Supports. Note that the support types, times and locations can change.
It is important to confirm one's specific launch date to determine whether and when this information pertains, then identify the "department" one will use when logging on:
Prescriber launch supports are organized into four tiers, to be used sequentially (click the links/see sections below for more information):
Peers and Super Users (first point of contact)
Site Drop-in Centres (troubleshooting on location)
Virtual Drop-in Centre, starting April 24, 2023 (help for more complex issues)
CMIO Leaders on Call (for escalated issues)
At any level, a Helpdesk (help.connect-care.ca) call or online request may be required. Helpdesk can facilitate additional assistance for device, network, access, mobility, dictation, and other technology problems.
In sum,
for urgent issues (e.g., unable to log in, unable to support immediate patient need), seek help from an available Super User or call Helpdesk at 1-877-311-4300 (#1 for Connect Care).
for less pressing matters, take advantage of CMIO launch supports, as above, or visit Helpdesk (help.connect-care.ca) to choose a support pathway.
Peers and Super Users
Super Users - All launch sites have trained peers known as Super Users for at-the-elbow support, with shifts scheduled for coverage of all clinical areas for the first two weeks post-launch. Look for orange lanyards for residents and yellow lanyards for physicians. While dedicated shifts gradually decrease thereafter, Super Users remain embedded in their clinical areas indefinitely. Super User schedules as well as specialty-specific arrangements and contact information are posted in site-specific subsections.
The Super User schedule will be posted to this page when available for Launch 6.
Peers - Post-launch, the most immediate help might come from a colleague, as trained Medical Informatics Leads, Super Users, Power Users, Design Leads and Builders are spread throughout Connect Care sites. Get to know who in your clinic, ward or ER is experienced.
Virtual Drop-in Centre
Available during the launch period, approximately 2 weeks before launch and up to 4 weeks post-launch.
The Virtual Drop-in Centre provides supports similar to the in-person centres, but virtually and with additional resources (including Medical Affairs representatives for physician role issues and Epic resources for access problems). This virtual help is via an ongoing Zoom call, which allows for screen sharing and allows users to either join an existing group discussion or an individual "break-out" session.
Instructions on how to access the Virtual Drop-in Centre will be added closer to the opening date. The Virtual Drop-in Centre will be available:
April 24–28, 2023, daily support 10:00–18:00
May 1–5, 2023, daily support 10:00–18:00
May 6–18, 2023, 24-hour support
May 19–26, 2023, daily support 08:00–20:00
May 27–June 2, 2023, daily support 10:00–18:00
Site Drop-in Centres
Available during the launch period, approximately 1–2 weeks before launch and up to 3 weeks post-launch.
Drop-in help for Launch 6 will be available in the Calgary and Edmonton Zones. The drop-in centres are good for troubleshooting issues related to mobility, personal device, dictation, personalization and workflows, as well as login, role and access problems.
Note: Locations and time can change. Late-breaking information about the drop-in centres will be posted to this page in the Manual (launchhelp.connect-care.ca).
Calgary Zone Drop-in Centres
Rockyview General Hospital (RGH), Physician Lounge (room 4N101)
April 24–28 and May 1–5, daily support 10:00–18:00
May 6–8, daily support 08:00–18:00
May 9–19, daily support 10:00–18:00
South Health Campus (SHC), room 180060
April 24–28 and May 1–5, daily support 10:00–18:00
May 6–8, daily support 08:00–18:00
May 9–19, daily support 10:00–18:00
Edmonton Zone Drop-in Centres
Grey Nuns Community Hospital (GNCH), Physician Lounge (room 1617)
April 24–28 and May 1–5, daily support 10:00–18:00
May 6–8, daily support 08:00–18:00
May 9–19, daily support 10:00–18:00
Misericordia Community Hospital (MCH), room 1N-107 [map link to come]
April 24–28 and May 1–5, daily support 10:00–18:00
May 6–8, daily support 08:00–18:00
May 9–19, daily support 10:00–18:00
CMIO Leaders on Call
Available during the launch period, from launch day up to 5 weeks post-launch.
The Chief Medical Information Office (CMIO) ensures that a physician informatics leader is on call for a number of weeks around launch for issues requiring additional attention because of urgency or complexity.
The CMIO Leader on Call schedule will be posted to this page when available for Launch 6.
Self-Help
Many problems can be addressed with self-help resources:
This Manual (manual.connect-care.ca) is updated frequently, reflecting essential knowledge for prescribers.
Updates (blogs.connect-care.ca) are a source of continuing support for prescribers. Check frequently (or subscribe).
Learning Home Dashboards (inside the CIS) maintain lists of tip sheets and guides (or via use of F1 key).
A Training Resources Catalogue (learningfiles.connect-care.ca) lists training materials that can be downloaded.
A Connect Care Knowledge Library (helpfiles.connect-care.ca) has diverse resources.