Who to call?
First, look for an experienced user or Super User (yellow or orange Connect Care lanyard). During the weeks before and after a launch, updated information about local supports, on-site drop-in rooms and a virtual drop-in centre is maintained in the Launch Supports section and sub-sections.
If peer support is not immediately available, consider the type of problem:
Possible immediate Patient Care impact
Connect Care access or login problems
Non-Medical Device failure (e.g. printer, scanner)
Any kind of system or function downtime or failure
Patient safety incident or problem
→ call the Service Desk and Solution Centre at 1-877-311-4300 (Press “1” [clinical systems] and then “2” [Connect Care])
No immediate Patient Care impact
Something is broken or missing
Non-urgent question about how to use the clinical information system
→ visit the Connect Care Concierge online at help.connect-care.ca (describe and send the help request)
Clinical or Patient Flow concerns
How Connect Care might be affecting clinical service, relationships or quality.
→ discuss with your specialty Medical Informatics Lead (MIL) or physician leadership
Wireless (WiFi) performance problems
Dead spots, slow-downs, dropped connections
→ Report problems to HelpDesk.
Other Physician-specific Issues
→ check the CMIO Physician Leader on-call schedule (AHS credentials required) (only available during Connect Care Launches)
The Chief Medical Information Office (firstname.lastname@example.org) ensures that a physician informatics leader is available during working hours (call the service desk).