Launch Supports for Prescribers

Available during the launch period.

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 three 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 support virtually, and is good for troubleshooting issues related to: mobility, personal devices, dictation, personalization and workflows; login, role and access problems; and more complex issues. The Virtual Drop-in Centre has access to additional resources when needed, such as 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. 

Information on how to access and a schedule of open hours will be added closer to Launch 9.

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: