Who to call?
Below is a summary of the best support channel to use based on the type of problem. To find a member of the CMIO Prescriber Experience and Medical Informatics Team who could directly assist with an issue in your particular zone, site, or specialty, see the Prescriber Experience page.
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 (enter your CPSA #, then press "1" for clinical systems, and "1" for 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) (see the Prescriber Experience section of the Manual for contact information) 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
Major Incident (MI)
If one of the above problem types is also a suspected or recognized MI
→ See the Major Incident section of this Manual for information on additional available resources
Chart Locking
The Epic software supporting the Connect Care clinical information system (CIS) allows multiple healthcare providers to work with the same patient chart at the same time, but there are limits. Were two providers to be editing exactly the same progress note at the same time, for example, conflicts could occur. Errors are prevented by preventing users working on exactly the same task in the same encounter at the same time. Protecting chart integrity also demands some user consideration. Working in some areas of the chart will prevent others from working in the same area, even though they may have read-only access. Finding a chart section locked when urgent orders need to be entered could even present a safety risk.
Tip: It is important to develop good charting habits, avoiding locking out other users for longer than absolutely necessary. As a general rule, always close charts when finished with them and never leave a workstation with a chart left open.
→ See the Quick Start Guide for information on what to do when a chart is locked.
Mobile App Issues
Clinicians using Haiku for smartphones (iPhone and Android) or Canto for iPads may encounter difficulties with installation, updates or other issues. If you can't find the information you need in the Mobility section of this Manual and prefer to call the Service Desk and Solution Centre, they may take advantage of a function that allows users to share their mobile device screen in order to demonstrate a problem.
→ Call the Service Desk and Solution Centre at 1-877-311-4300 (enter your CPSA #, then press "1" for clinical systems, and "1" for Connect Care), or visit the Connect Care Concierge online at help.connect-care.ca (describe and send the help request)
Other Prescriber-Specific Issues
→ Seek out a physician champion in your area, a MIL in your specialty, or your zone CMIO leader (see the Prescriber Experience section of the Manual for contact information); 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@healthsharedservices.ca) ensures that a physician informatics leader is available during working hours (call the Service Desk).