Launch Supports for Prescribers

Available during the launch period, approximately 1–2 weeks before launch and up to 4 weeks post-launch. 

This section ( 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): 

At any level, a Helpdesk ( call or online request may be required. Helpdesk can facilitate additional assistance for device, network, access, mobility, dictation, and other technology problems.

In sum, 

Peers and Super Users

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.

To access the Virtual Drop-in Centre, go to using a computer or smartphone, or via the provided QR code using a smartphone camera for audio-only help. From a computer, you can show your desktop if required, and, if your computer does not have a microphone, there is an option to have the Zoom session call your smartphone. The Virtual Drop-in Centre will be available:

Note that, if you attempt to access the Virtual Drop-in Centre outside of the above noted hours, Zoom will say "waiting for host to start meeting"; if you require support outside these hours, please call the Helpdesk at 1-877-311-4300 (#1 for Connect Care).

Site Drop-in Centres

Available during the launch period, approximately 12 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.

Calgary Zone Drop-in Centres

Edmonton Zone Drop-in Centres

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. 


Many problems can be addressed with self-help resources: