User Supports

Those putting hands to keyboards, fingers to touchscreens or mouths to microphones are supported to get the most out of the Connect Care clinical information system (CIS). All resources are in a state of constant improvement. Connect Care users should reach out early and often. A solution is likely just a shout, call or click away.

Peer-Help

    • 2+ weeks post-launch, the most immediate help might come from a colleague. Get to know who in clinic, ward or ER is experienced and seek help from peers.
    • Super Users were “at-the-elbow” during the first weeks but reduce in numbers and hours as they re-integrate with their teams. They remain mentors and guides for clinicians indefinitely. Most clinical departments and divisions have been careful to set up call schedules so that Super Users are working in most venues and most times. Check with your specialty area for names, contact numbers and division-specific arrangements.
    • Look for orange lanyards for residents and yellow lanyards for physicians.

Self-Help

    • This Connect Care Physician Manual (manual.connect-care.ca) is updated frequently, reflecting the essential knowledge and skills needed for physicians to make headway with Connect Care.
    • The Connect Care Physician Blogs (blogs.connect-care.ca) are a source of updates for physicians. There are channels for peer-to-peer tips, FAQs and supports. Check daily (or subscribe) for help with unique support needs of physicians.
    • The CIS Learning Home Dashboards (inside the CIS) maintain aids to support workflows with CIS tools.
    • The CIS Training Resources Catalogue (curricula.connect-care.ca) lists training materials that can be downloaded for self-directed development.
    • The Connect Care Knowledge Library (helpfiles.connect-care.ca) continually grows with new entries about CIS best practices and problem solutions.

Drop-in Centre

Informal peer-to-peer help to address CIS mobility, personal device, dictation, personalization and workflows, especially those not covered in basic training. Troubleshooting is available for login problems.

    • Location: Walter Mackenzie Health Sciences Centre 4B1.39
    • Note: the drop-in centre physical location and times ceased from December 20, 2019. Virtual drop-in sessions can be arranged as needed.

Concierge

A unified intake process allows user needs to be captured, channeled and tracked. All users, super users and helpers can enter requests and suggestions. The Connect Care “Concierge” service offers a single point of capture for help, feedback, and requests. Go to whichever link is easiest to remember:

The Concierge should not be used for urgent issues, such as access problems. These should be called in to help desk.

Solution Centre

    • For urgent issues, work with a local Super User or experienced colleague who can either resolve a problem or quickly channel it to the right source of help.
    • For pressing issues, call the IT Service Desk & Solution Centre at 1-877- 311-4300 (#1 for Connect Care) to log a problem or request.
    • Raise non-urgent issues via the AHS IT Service Desk or the Connect Care Concierge (help.connect-care.ca, or insite.ahs.ca/ccsupport).

CMIO Leaders on Call

The Chief Medical Information Office (CMIO) ensures that a physician informatics leader is available 24/7 for a number of weeks post-launch. From December 20, 2019, forward the CMIO provides a joint escalation pathway for Help Desk physician calls as well as supports to physician super users. See the Super User Supports section for details of a winter holiday coverage schedule.

Urgent CMIO contact numbers are also listed for the Wave 1 launch period.