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.

If peer support is not immediately available, consider the type of problem (see below or, for a printable resource, the FAQ).

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) or use the “Connect Care- Submit Help Ticket” button in Connect Care, found on the top of your screen, to submit an issue or request directly from within Connect Care

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 Connect Care Concierge online at help.connect-care.ca

Other Prescriber-Specific Issues

→ Check the CMIO Physician Leader on-call schedule (AHS credentials required) (only available during Connect Care Launches)

→ Seek out a physician Super User in your area, a MIL in your specialty, or your zone CMIO leader; report problems to Connect Care Concierge online at help.connect-care.ca; or use the “Connect Care- Submit Help Ticket” button in Connect Care

Note: The Chief Medical Information Office (cmio@ahs.ca) ensures that a physician informatics leader is available during working hours (call the Service Desk).