Super User Supports
Super Users help peers build capacity for meaningful use of the Connect Care clinical information system (CIS) by facilitating participation in readiness activities, supporting training, and providing “at the elbow” peer help prior to, during and immediately following launch.
Super User Schedule
Each Super User has hours dedicated to pre- and post-launch support. Please check with clinical department leadership about Super User activities and expectations in your area.
Super User Orientation
Super User resources provide a wealth of information about logistics, locations and activities:
Launch 4 newsletters (note the drop-in centre times and locations included in the newsletters may change - please see the Launch Supports page for up-to-date info)
Super User Updates Channel
The Connect Care Update Blogs (blogs.connect-care.ca) cover a lot of information useful to Super Users, who are advised to "subscribe" in order to receive postings via email. One of the special-interest blogging channels, informatics.connect-care.ca, posts less frequently but focuses on things that Super Users, Power Users and Builders specifically need to know. Again, worth subscribing.
For Connect Care Launch 4, the CMIO will be using Microsoft Teams as a platform to support communication among Trainers, Super Users, resident Super Users, and CMIO staff. A comprehensive "Launch 4 Support Team" has been created and has been populated with Channels for each specialty training track.
To use MS Teams for launch support, navigate to Launch 4 Support - MS Teams.
For mobile access, download the MS Teams app from your app store.
Tip: Those using personal computers/laptops (including MacOS) will find the MS Teams web app is the preferred option, as the desktop application may not work. It is easiest to access the web app through teams.microsoft.com, or through AHS Outlook (use the Teams Call button on the top task bar, decline when it asks you to open Microsoft Teams, and select the “Continue on this Browser” option).
Note: Access to AHS Teams, like Outlook and the suite of Office 365 apps, requires two-factor authentication using the MS Authenticator app. More information can be found at: Multi-Factor Authentication User Guide.
Citrix Director is a tool used to provide virtual support. It allows approved individuals to shadow users in Connect Care for purposes of troubleshooting issues. To launch Director while on the AHS network, visit https://director.albertahealthservices.ca/. If logging in remotely, please access through the AHS unified access portal (http://myapps.albertahealthservices.ca/). For additional resources, please refer to:
A "Concierge" intake process (help.connect-care.ca) allows needs to be captured, channeled and tracked. Super Users should familiarize themselves with this intake tool and enter requests and suggestions for themselves and on behalf of users.
Screenshot Documentation of Issues
Super Users can be particularly helpful with problem-reporting if screenshots are needed to better document a tricky problem:
First ensure that a ticket with a narrative problem description has been submitted via help.connect-care.ca.
Work from a computer device on the AHS intranet ("Healthy" domain) or where a VPN is active. Alternatively, access insite.ahs.ca from the computer where the screenshot will be submitted from, and log in with AHS credentials.
Open Connect Care (Hyperspace) and obtain one or more screenshots illustrating the user's problem. Save the screenshot image(s) to the downloads folder of the local computer.
Log in to the AHS IT Customer Service Portal (tickets.connect-care.ca) using the same AHS credentials (this page will not show unless the provisions in Step 2 have been taken and the same browser is used).
Use the "My Calls" left-column menu to access "Review Past/Current Calls".
Search with the default ("Open Calls") setting and select the relevant recent ticket.
Note the buttons at the top of the ticket ("call") information display. These can be used to add additional narrative information or to add an attachment. Use "Add Attachment" to upload the screenshot(s).
Delete the screenshot image(s) from the local computer downloads directory when the ticket update is complete.
Who to call?
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.
CMIO Leaders On Call
The Chief Medical Information Office (CMIO) ensures that a physician informatics leader is available before and during launch.