Launch Supports for Prescribers

For workflow updates due to Launch 9 that affect all prescribers, see the Launch 9 Updates page. Also see the Corrections Health Services and Continuing Care pages for info specific to those workflows. For post-launch supports, see this FAQ.

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. 

Prescriber launch supports are organized into three tiers, to be used sequentially (click the links/see sections below for more information): 

1. Peers and Super Users (first point of contact)

2. Virtual Drop-in Centre (troubleshooting and help for more complex issues) - now closed

3. 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 Schedule

  • Peers - Post-launch, the most immediate help might come from a colleague, as trained Medical Informatics Leads, Super Users, SmartUsers, 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 3 weeks before launch and up to 6 weeks post-launch.

The Virtual Drop-in Centre is now closed.

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. 

• CMIO Leader On Call Schedule

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 to the RSS feeds). 

    • 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.