Improving Issue Reports and Help Desk Interactions

Problem reports (help.connect-care.ca "tickets") have been well within expectations so far with Connect Care Launch 4. Of course, more tickets are expected as clinical volumes ramp up with more outpatient activity. The good news is that tickets are resolved quickly, with critical tickets resolved within minutes to hours.

Helpdesk tickets route most efficiently when the user provides clear information at the right level of detail. See our tips for impactful issue reports:

Launch 4 Progress - A Great Start!

Connect Care Launch 4 continues to progress well after a remarkably smooth weekend. Most early problems are resolved and a few ongoing issues are explored by teams working to fine tune some of the more complex workflows.

Twice-daily prescriber huddles continue to triage any prescriber issues identified to Super Users, Medical Informatics Leads or the ticketing process. Rapid-response clinical system design and other task groups receive and work on issues during the day. Highlights of what is being worked on appear in a daily prescriber Support Hot Topics

Learning curves remain steep in the first week. New users are encouraged to continue to consult with Super Users, check the Connect Care Manual (manual.connect-care.ca), and identify where new supports or clarifications could help (cmio-manual@ahs.ca). In addition, blog postings focus on the more common questions and challenges that we hear about:

Renewed thanks to all Launch 4 teams for their incredible work and resourcefulness through the launch period!


Connect Care Communication Norms

Communication happens when one person or group relays information to another person or group, whereas documentation happens when information is managed to serve as a record.

Connect Care supports a wide range of communication tools, including voice, facsimile, commenting and secure messaging. Clinicians may wonder which tool to use for different communication needs, and how to use each to advantage.

Communication Norms are about what Connect Care users expect of one another for effective, efficient, safe and respectful information sharing within and between groups. Healthcare teams are encouraged to develop their own "communication compacts", clarifying how they will use different tools for different purposes. 

For example:
  • Chart "Sticky Note to Most Responsible Provider" can function like a "Doctor's To-Do clipboard" listing things to take care of on rounds. 
  • Secure messaging can be used for non-urgent reminders, such as the place and time of an upcoming team conference, that can be attended to within the next half-day (or so).
Urgent clinical communications should always be person-to-person, not relying on tools like sticky notes, secure messaging or In Basket.

Just-in-Time Learning!

Our new Connect Care Launch 4 prescribers are on the steeper part of their learning curve. Help is available!

A powerful way to reinforce basic training, while busy with clinical work, is to consider one or two high-impact tips per day. To that end, we regularly post "Tippies" on the Connect Care Tips channel (tips.connect-care.ca), which contain some simple but impactful suggestions as well as some more advanced tips. 

The easiest way to follow these postings is to subscribe to the Tips blog channel. Also consider subscribing to both the FAQ (questions.connect-care.ca) and the Support (support.connect-care.ca) channels. We answer common questions on the former and provide important news about fixes and enhancements on the latter. 


Launch 4: We are GO!

All Connect Care systems activated on time at 05:00! 

Today, Connect Care welcomes 57 Edmonton and Calgary sites into the family. The first few days will be intense, but with lots of help at hand we are confident that progress will be fast. 

Prescribers, please make use of the drop-in centre and other launch supports (launchhelp.connect-care.ca).

A message to Connect Care Launch 4 teams from Interim President and CEO Mauro Chies:

The Alberta Medical Association (AMA) published a letter from the President advocating for physician and patient interests during the Launch 4 Connect Care rollout:


Connect Care Submit Help Ticket Button

We previously posted about a new path to Connect Care Help Desk Ticket submissions, directly from within Connect Care. A "Connect Care - Submit Help Ticket" button has now been added to the top of the screen, making the link easy to access. The link can also still be found via the main menu (Help subsection), chart search, and the universal learning home dashboard (F1 key).

This button should be used to report non-urgent problems or suggestions about Connect Care. Once the button is clicked on, a form will pop-up for the user to fill in details while still in Connect Care. The ticket created from this form will then automatically be routed to the relevant support team.


Removal of Outdated eCLINICIAN Medication-checks from Connect Care

Most clinicians have noticed "Medications from outside sources..." alerts in Connect Care charts:

These prod the user to open the "Reconcile Outside Information" activity and either import or delete information from an external health information system. Judging by the large numbers of unmanaged alerts, it appears that most users do not find them helpful. 

A review of the reconcile outside medication prompts reveals that they relate to imports from the eCLINICIAN outpatient health record, which was replaced by Connect Care in 2019. Years have passed, the information is old and the prompts have little remaining value. 

As part of ongoing efforts to minimize unnecessary alerts, all unreconciled eCLINICIAN medication triggers older than 2 years will be archived; thus removing distracting prompts. 

Other potentially high-value information continues to flow from active external systems (e.g., allergies and adverse reactions). These may prompt clinicians to consider incorporating any new information into Connect Care charts.


MyAHS Connect - Empowering More Albertans for Health Care

We've reached another exciting milestone for better connecting patients with their health care: more than 100,000 Albertans now have access to their Connect Care health record through MyAHS Connect! 

A big thank you to prescribers at Connect Care sites who have encouraged their patients to “get connected!”

MyAHS Connect gives patients the opportunity to be a more active member of their healthcare team using their smartphone, tablet or computer. It’s a win-win for patients and care teams.

For more information about MyAHS Connect, see: