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.

Instructions on how to access the Virtual Drop-in Centre will be added here closer to the opening date. 

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 7 will be available in the North and South 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.

North Zone Drop-in Centre

South 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: