Launch Supports for Prescribers
Available during the launch period, beginning April 15, 2024.
This section (launchhelp.connect-care.ca) highlights the supports available during the launch period for prescribers participating in the current launch wave. For CMIO leader launch supports, see CMIO Lead Launch Supports and, for post-launch support, see User Supports. Note that the support types, times and locations can change.
It is important to confirm one's specific launch date to determine whether and when this information pertains, then identify the "department" one will use when logging on:
Prescriber launch supports are organized into three tiers, to be used sequentially (click the links/see sections below for more information):
Peers and Super Users (first point of contact)
Virtual Drop-in Centre, opens April 15, 2024 (troubleshooting and help for more complex issues)
CMIO Leaders on Call (for escalated issues)
At any level, a Helpdesk (help.connect-care.ca) call or online request may be required. Helpdesk can facilitate additional assistance for device, network, access, mobility, dictation, and other technology problems.
In sum,
for urgent issues (e.g., unable to log in, unable to support immediate patient need), seek help from an available Super User or call Helpdesk at 1-877-311-4300 (#1 for Connect Care).
for less pressing matters, take advantage of CMIO launch supports, as above, or visit Helpdesk (help.connect-care.ca) to choose a support pathway.
Peers and Super Users
Super Users - All launch sites have trained peers known as Super Users for at-the-elbow support, with shifts scheduled for coverage of all clinical areas for the first two weeks post-launch. Look for orange lanyards for residents and yellow lanyards for physicians. While dedicated shifts gradually decrease thereafter, Super Users remain embedded in their clinical areas indefinitely. Super User schedules as well as specialty-specific arrangements and contact information are posted in site-specific subsections.
Peers - Post-launch, the most immediate help might come from a colleague, as trained Medical Informatics Leads, Super Users, SmartUsers, Design Leads and Builders are spread throughout Connect Care sites. Get to know who in your clinic, ward or ER is experienced.
Virtual Drop-in Centre
Available during the launch period, approximately 2 weeks before launch and up to 4 weeks post-launch.
The Virtual Drop-in Centre (virtualhelp.connect-care.ca) provides support virtually, and is good for troubleshooting issues related to: mobility, personal devices, dictation, personalization and workflows; login, role and access problems; and more complex issues. The Virtual Drop-in Centre has access to additional resources when needed, such as Medical Affairs representatives for physician role issues and Epic resources for access problems.
This virtual help is via an ongoing Zoom call, which allows for screen sharing and allows users to either join an existing group discussion or an individual "break-out" session.
To access the Virtual Drop-in Centre, go to (virtualhelp.connect-care.ca) using a computer or smartphone, or via the provided QR code using a smartphone camera for audio-only help. From a computer, you can show your desktop if required, and, if your computer does not have a microphone, there is an option to have the Zoom session call your smartphone.
The Virtual Drop-in Centre will be available at the below times.
April 15–May 3, 2024
Monday–Friday: 08:00–16:00
Saturday–Sunday: CLOSED
May 4–19, 2024
Monday–Friday: 07:00–20:00
Saturday–Sunday: 08:00–20:00
May 20–26, 2024
Monday–Friday: 08:00–20:00 (includes stat May 20)
Saturday–Sunday: 09:00–17:00
May 27–June 9, 2024
Monday–Friday: 08:00–18:00
Saturday–Sunday: CLOSED
June 10–14, 2024
Monday–Friday: 08:00–16:00
CMIO Leaders on Call
Available during the launch period, from launch day up to 5 weeks post-launch.
The Chief Medical Information Office (CMIO) ensures that a physician informatics leader is on call for a number of weeks around launch for issues requiring additional attention because of urgency or complexity.
Self-Help
Many problems can be addressed with self-help resources:
This Manual (manual.connect-care.ca) is updated frequently, reflecting essential knowledge for prescribers.
Updates (blogs.connect-care.ca) are a source of continuing support for prescribers. Check frequently (or subscribe).
Learning Home Dashboards (inside the CIS) maintain lists of tip sheets and guides (or via use of F1 key).
A Training Resources Catalogue (learningfiles.connect-care.ca) lists training materials that can be downloaded.
A Connect Care Knowledge Library (helpfiles.connect-care.ca) has diverse resources.