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 (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.
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.
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
Site Drop-in Centres
CMIO Leaders on Call
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.