2024-02-19

Connect Care Hyperdrive Upgrade - Phase 2, Wednesday February 21, 2024

We previously posted about the upcoming move from our existing “Hyperspace” version of Epic to a newer version called “Hyperdrive”. The move to Hyperdrive is happening in three phases between February 13 and 28, with phases 1 and 2 including small groups of AHS acute care sites/programs, and everyone else being included in phase 3. 

Phase 2 will switch to Hyperdrive as of Wednesday, February 21, 2024 at 07:00. Phase 2 includes users from Cross Cancer Institute, Grande Cache Community Health Complex, Manning Community Health Centre, Peter Lougheed Centre, and South Calgary Health Centre (Urgent Care only). All prescribers from these sites will have received an email indicating that they are part of phase 2. 

PHASE 2 - CONNECT CARE ICONS

  • February 21 to 27: Starting February 21 at 07:00, all phase 2 users should log in to Connect Care using the new "CC HD" orange icon, until the end of the Hyperdrive rollout (February 28). 
    • The original icon will remain on the devices for phase 2 sites during this time, but should not be used by phase 2 users during the Hyperdrive rollout period.  
  • February 28: On February 28 at 07:00, the new icon will be removed and phase 2 users will then go back to using the original icon to log in to Connect Care. As of February 28 at 07:00, the original icon will launch Hyperdrive for all users (phases 1 to 3).

Virtual Drop-In Centre

The CMIO will be providing virtual drop-in support for prescribers on weekdays throughout the Hyperdrive rollout period, at the below times: 

  • February 19–23, 2024, daily support 08:00–16:00
  • February 26–March 1, 2024, daily support 08:00–16:00
  • March 4–8, 2024, daily support 08:00–16:00

After-hours/weekend support will also be available through the Helpdesk. For more information, see the Hyperdrive Upgrade section of the Manual.

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2024-02-16

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2024-02-09

Connect Care Hyperdrive Upgrade - Phase 1 and New Icons, Tuesday February 13, 2024

We previously posted about the upcoming move from our existing “Hyperspace” version of Epic to a newer version called “Hyperdrive”. The move to Hyperdrive will happen in three phases between February 13 and 28, with phases 1 and 2 including small groups of AHS acute care sites/programs, and everyone else being included in phase 3. 

Phase 1 will switch to Hyperdrive as of Tuesday, February 13, 2024 at 07:00. Phase 1 includes users from East Edmonton Health Centre, Glenrose Rehabilitation Hospital, and Royal Alexandra Hospital. All prescribers from these sites will have received an email indicating that they are part of phase 1. 

PHASE 1 - CONNECT CARE ICONS

  • February 13 to 27: Starting February 13 at 07:00, all phase 1 users (and only phase 1 users) should log in to Connect Care using the new "CC HD" orange icon, until the end of the Hyperdrive rollout (February 28). If you are a phase 1 user and do not see the new icon on your screen at 07:00 on February 13, please restart your device.
    • The original icon will remain on the devices for phase 1 sites during this time, but should not be used by phase 1 users during the Hyperdrive rollout period.  
  • February 28: On February 28 at 07:00, the new icon will be removed and phase 1 users will then go back to using the original icon to log in to Connect Care. As of February 28 at 07:00, the original icon will launch Hyperdrive for all users (phases 1 to 3).

Virtual Drop-In Centre

The CMIO will be providing virtual drop-in support for prescribers on weekdays throughout the Hyperdrive rollout period, at the below times: 

  • February 13–16, 2024, daily support 08:00–16:00
  • February 19–23, 2024, daily support 08:00–16:00
  • February 26–March 1, 2024, daily support 08:00–16:00
  • March 4–8, 2024, daily support 08:00–16:00

After-hours/weekend support will also be available through the Helpdesk. For more information, see the Hyperdrive Upgrade section of the Manual.

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2024-02-02

Optimization Training - Additional Sessions Available

We previously posted that the CMIO Training team is now offering Optimization classes (previously called Thrive classes), where Connect Care prescribers can learn how to take full advantage of the features of the clinical information system, to help maximize their productivity and spend more time with patients. The Optimization classes are 30 to 60 minutes in length each, and focus on completing common workflows more efficiently. 

As our initial offerings quickly filled, we have added a few additional sessions on In Basket management and Therapy plans:

  • In Basket Management
    • February 7, 2024, 08:00
    • February 20, 2024, 12:00
  • Therapy Plans
    • April 29, 2024, 12:00

Prescribers can register for these Optimization classes at the below link. Spots are limited in order to ensure trainers can address individual questions. Please ensure that you review your confirmation email from "Bookings CMIO Thrive" for the class link, and requirements for the session.

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2024-01-31

All User Bulletin - Connect Care Fax Application Issues

All-user-bulletins highlight stumbling blocks that all prescribers need to be aware of when using the Connect Care clinical information system.

Connect Care Fax Application Issues

Outbound faxes sent directly from Connect Care (including eFaxed prescriptions) are handled by the RightFax application. Connect Care users are currently experiencing issues with RightFax. Outbound faxes are unable to send, and some users are reporting issues with receiving inbound faxes. 

For urgent referrals and urgent ambulatory prescriptions, please send via secure email or phone call. Technical teams are engaged and working towards a solution. We will provide an update here when available. 

Update:  The RightFax outage has been resolved and new faxes are successfully sending through. AHS IT is currently undergoing remediation work to retrieve and deliver faxes sent during this period, however exact timelines for completion are unknown at this time. If you sent an urgent fax (e.g. urgent referral or urgent ambulatory prescription) during this period, please follow up by secure email or phone. eDelivery of results to outpatient EMR, Netcare or Connect Care are not impacted. If you have any questions or need support, please contact the IT Contact Centre 1-877-311-4300 or through ServiceHub.

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2024-01-29

Between the Charts: CMIO Newsletter for Prescribers - Issue 3 Now Available

We previously posted about our new monthly newsletter for prescribers, called "Between the Charts". This newsletter summarizes key news items, Epic system updates, efficiency tips and extras that will help prescribers optimize their Connect Care user experience, all in two pages.

Our next issue is now out, available at the below link! The previous issues can still be accessed, via the archive in the Connect Care Manual. 

If you have any feedback on this issue or have a suggestion for content you'd like included in a future issue, please send us an email.

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2024-01-23

Connect Care Hyperdrive Upgrade - Phased Rollout Begins February 13, 2024

Through our surveys and engagement sessions, we’ve heard from you that we need to do more work on optimizing the Connect Care system. An important first step in this process is moving from our existing “Hyperspace” version of Epic to a newer version called “Hyperdrive”, which clinical users around the world have found to be faster, more responsive, and streamlined. The new version will also enable us to complete some enhancement work in areas like results delivery to prescribers that the older version did not allow. All patient records will continue to be stored on secure servers within Alberta; Hyperdrive provides increased security in protecting these servers. 

When is this happening?

The move to Hyperdrive will happen in three phases, from February 13, 2024 to February 28, 2024. The first two phases will include small groups of AHS acute care sites/programs, to ensure any technical issues can be addressed before all other sites using Connect Care move to Hyperdrive. More information will be sent to each site according to what phase they are in, and notices for each phase with links to resources will be posted to this blog channel.

Beginning February 13, 2024, every Connect Care user will see TWO icons on their screen. Please do NOT click on the new icon to access Connect Care unless you have been instructed to do so as part of the phased upgrade to Hyperdrive. When the rollout is complete, the new icon will be removed and the original will be used by all users to access Connect Care.

  • Phase 1 – begins on February 13, 2024, includes 3 sites:
    • East Edmonton Health Centre
    • Glenrose Rehabilitation Hospital 
    • Royal Alexandra Hospital
  • Phase 2 – begins on February 21, 2024, includes 5 sites:
    • Cross Cancer Institute 
    • Grande Cache Community Health Complex 
    • Manning Community Health Centre
    • Peter Lougheed Centre
    • South Calgary Health Centre (Urgent Care only)
  • Phase 3 – begins on February 28, 2024
    • All other Connect Care sites

What is changing?

Initially, you may not notice a significant functional difference between Hyperspace and Hyperdrive. There will be changes to the look and feel of the screens you use in your daily work, and some workflows will also be streamlined. A comprehensive summary of the changes are available in a slide deck, which includes links to tip sheets hosted by Epic; users will need to have an Epic account to view them. A 4-minute video highlighting the changes is also available.

What supports are available to prepare for the upgrade?

The CMIO will be providing virtual drop-in support for prescribers on weekdays throughout the rollout period, and after-hours/weekend support will be available through the Helpdesk. For more information, see the Hyperdrive Upgrade section of the Manual.

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2024-01-08

Optimization Training - Upcoming "Thrive" Classes

In January 2024, the CMIO Training team will begin to offer "Thrive" classes (also called optimization sessions) for Connect Care prescribers. After going live with Connect Care, many prescribers can benefit from additional support to help take full advantage of the features of the clinical information system, maximizing their productivity and allowing them to spend more time with patients.  

The Thrive classes will be 30 to 60 minutes in length each and will focus on completing common workflows more efficiently. In January, we will begin to offer sessions focusing on In Basket management and Therapy Plans. We will be adding other Thrive classes moving forward; information will be added to the Connect Care Manual when available. 

Prescribers can register for Thrive classes at the below link. Spots are limited in order to ensure trainers can address individual questions. Please ensure that you review your confirmation email from "Bookings CMIO Thrive" for the class link, and requirements for the session.

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2023-12-15

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2023-12-13

Between the Charts: CMIO Newsletter for Prescribers - Issue 2 Now Available

We previously posted about our new monthly newsletter for prescribers, called "Between the Charts". This newsletter summarizes key news items, Epic system updates, efficiency tips and extras that will help prescribers optimize their Connect Care user experience, all in two pages.

Our next issue is now out, available at the below link! The previous issue can still be accessed, via the archive in the Connect Care Manual. 

If you have any feedback on this issue or have a suggestion for content you'd like included in a future issue, please send us an email.

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2023-12-08

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2023-12-07

CMIO Optimization Support for Connect Care Users

With 11,174 professionals having completed Chief Medical Information Office (CMIO) training for Connect Care, the CMIO has developed a four-tier optimization training strategy to foster continuous learning for those in previous launches (Waves 1-3 and Launches 4-7). 

All Connect Care users who fall under the scope of CMIO training will be able to access optimization support via their local leadership. Users can combine facets of optimization from any tier, in any order, to best address their unique needs. 

In Tiers 1 and 3, users can drive their own learning through the available resources and modules; in Tiers 2 and 4, Medical Informatics Leads, Super Users, and Zone Clinical Department Heads will help champion this learning for their colleagues and staff.

For more information, see the Optimization Training page in the Connect Care Manual.

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2023-12-04

Improve Patient Care and Outcomes with Key Dashboards in Connect Care

Three new feedback dashboards are made available in Connect Care as part of the Acute Care Bundle Improvement (ACBI) Initiative, which helps clinicians and managers improve quality of care and patient outcomes (learn more about ACBI here). Most managers, prescribers, Quality Management teams and reporting users will have access to these dashboards.

  • Minimum Use Norms Feedback – Group and Personal Dashboards
    • "Minimum Use Norms" are a set of practices that all clinicians should follow to assure safe and equitable use of Connect Care. Without them, decision supports, documentation aids, and inquiry supports do not work to clinician or patient advantage.
    • The individual dashboard provides feedback about trends in norms compliance. This information can help clinicians identify potential workflow challenges and consider options for optimizing both the user's experience and the quality of the health record.
    • The group dashboard provides anonymized group data to clinical oversight groups (e.g., unit managers), again helping recognize opportunities for both Connect Care and workflow optimization.
  • Meaningful Use Norms Feedback - Group Dashboard
    • "Meaningful Use Norms" are about how a clinical information system is used in ways that promote improved quality and efficiency of care. They apply to all clinicians. Connect Care contains tools and supports for meaningful use, but these depend on good compliance with minimum use norms.

The ACBI Initiative is a provincial quality improvement project that aims to integrate, or "bundle" evidence-informed best-practice projects under a common framework and shared user supports. This integration and coordination makes improvement projects more consistent, aligned and manageable for providers and patients across AHS. Examples of patient experience goals include: 

  • Fewer unnecessary days spent in hospital. 
  • Fewer avoidable readmissions to the hospital after discharge. 
  • Safer continuity of care across transitions from home to hospital to community care.

For information about accessing and using to Minimum and Meaningful Use dashboards: 

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2023-11-30

Obtaining CPD Credit for Connect Care Training

Connect Care physician training is currently eligible for Continuous Professional Development (CPD) credit with the Royal College of Physicians and Surgeons of Canada, for self-directed and group learning activities. Credits through the College of Family Physicians of Canada have been offered in the past, however, they are currently unavailable. The CMIO is in the process of reviewing eligibility with the College of Family Physicians of Canada. When there is an update, we will post it here.

More information about available credit types and weights, together with procedures for claiming credits, is provided in a tip sheet, included in the Connect Care Manual:
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2023-11-24

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2023-11-17

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2023-11-14

All User Bulletin - PowerMic 4 Issues

All-user-bulletins highlight stumbling blocks that all prescribers need to be aware of when using the Connect Care clinical information system.

PowerMic 4 Not Compatible on Thin Clients

Dragon Medical One (DMO) requires a microphone to function. Connect Care provides the PowerMic Mobile (PMM) application as the default microphone solution for prescribers, but some may prefer to use wired/USB microphones. USB microphones are not a standard offering at AHS, and microphone peripherals are the responsibility of the user to purchase as bring your own device (BYOD).

Prescribers across the zones have reported issues with using their PowerMic 4 with an AHS device. While the PowerMic 4 may work on personal devices and some AHS full clients, PowerMic 4 is not currently fully supported on all AHS devices. In particular, they are not supported on AHS thin clients, which are the more common type of workstation in the North Zone. 

The AHS technology teams are currently in the process of testing PowerMic 4. In the meantime, prescribers are encouraged to use other tools such as the PMM app, or a device that is certified as being compatible with all AHS devices, such as PowerMic 3; see the 1-pager for a list of all compatible devices. 

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2023-11-10

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2023-11-09

Issues with eScription

Some users have reported issues using the provincial eScription services. The in-system dictation system, Dragon Medical One, is strongly recommended for optimal user experience, and the eScription service will be decommissioned in the near future. 

If a clinician has to use eScription and experiences issues, refer to the Insite page for help, or contact IT Solution Center at 1-877-311-4300.

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2023-11-05

Launch 7: We are GO!

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

Today, Connect Care welcomes 79 sites from across the province into the family; with this launch, all acute care AHS sites are now on Connect Care! 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 centres and other launch supports (launchhelp.connect-care.ca). Watch this channel for any updates, as well as the Support channel for information on "hot topic" common issues that have been flagged for Launch 7 prescribers.

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2023-11-03

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2023-10-27

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2023-10-26

Problem Power - Tips and Training about Problem Lists

Connect Care Problem List management can seem daunting at first. With a little familiarity, however, problem skills can improve the Connect Care user experience, while reducing information burdens and increasing patient safety.

Consistent problem list management is a Connect Care minimum use norm. It is also a prerequisite for problem-oriented charting, which further promotes efficient and effective clinical documentation.  

In tandem with Launch 7, the "Problem Power" tips series (problemlists.connect-care.ca) will re-post daily. Short tips illustrate little things that can make problem list management easier and more impactful.

A full list of all Problem Power tips, in order, is maintained in the Clinician Manual:

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Between the Charts: CMIO Newsletter for Prescribers

We're happy to announce that we have started a monthly newsletter for prescribers, called "Between the Charts". This newsletter will summarize key news items, Epic system updates, efficiency tips and extras that will help prescribers optimize their Connect Care user experience, all in two pages!

The first issue is now out, available at the below link. Each new issue will be announced here, and an archive will be made available in the Connect Care Manual. 

If you have any feedback on this issue or have a suggestion for content you'd like included in a future issue, please send us an email.

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2023-10-24

Ambulatory Tips, Tricks, and Traps - Launch 7 Prescriber Support Session

The ambulatory component of basic Connect Care training for prescribers who also provide acute care is necessarily streamlined. However, some prescribers with a significant ambulatory workload may feel like they have not had sufficient exposure to the ambulatory tools and workflows in Connect Care via basic training to be comfortable navigating the Connect Care clinical information system during a busy clinic come launch. To help these users, the CMIO will be hosting an additional ambulatory support session. 

This 1-hour Zoom session is an opportunity to see ambulatory workflows in action, to hear advice from providers who have been using Connect Care in busy outpatient practices, and to ask questions – all in anticipation of your first day in clinic on Connect Care. To join, click the Zoom link below; if you are unable to attend, a recording will be posted here.

Note that there are also still a few upcoming support sessions for Launch 7 prescribers regarding therapy plans (October 27 and 31). These sessions demonstrate the process of ordering therapy plans, and will prepare you for entering orders post-launch and when asked to review converted legacy orders prior to launch. For more information on the therapy plan support sessions, see this post.

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2023-10-23

Important Updates to Referral Workflows

As of October 27, 2023, updates will be made to outpatient referral orders in Connect Care, including a requirement in the order composer for referral reason details to be entered in the "Comments" section. Details of the enhancements are described in a Support posting.

The change could affect prescribers who have already saved personalizations of referral orders. Any saved personal defaults for the Comments field in specific referral orders will need to be redone. Users with Order Sets and Smart Sets with customized documentation in the Comments section of the referral orders can save their current customizations and re-enter these after the October 27 change. Customized referral orders in preference lists are not affected. 

Why are we making these changes? 

Referral triage and management are key to ensuring timely access to services. We have received important feedback from prescribers that both order and receive referrals. Many referrals are being entered that do not have enough clinical information to be useful. For those receiving referrals, the information that they require to make triage, scheduling, and treatment decisions is not always available to them in a useful format. 

A group of prescribers with representation from surgical and medical specialties, as well as primary care, were consulted about improving referral management. Additional enhancements are planned in the future.

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2023-10-20

All User Bulletin - Internet Security Certificate Update

All-user-bulletins highlight stumbling blocks that all prescribers need to be aware of when using the Connect Care clinical information system.

Internet Security Certificate Update - Personal devices may require user action

On October 19 and 20, 2023, AHS IT Identity and Directory Services will renew its Public Key Infrastructure (PKI) certificate servers. This PKI service manages electronic security certificates and unique electronic keys that verify end users, devices, systems and servers throughout AHS and its affiliates. AHS devices and personal devices enrolled in the AHS Bring Your Own Device (BYOD) program will not be impacted, but personal devices not enrolled in BYOD may be impacted and require user action.

  • AHS devices and personal devices enrolled in BYOD: No action is required by users if their computer or mobility device is enrolled in BYOD. PKI certificates will be automatically updated.
  • Personal devices not enrolled in BYOD:
    • Android devices: Will not be impacted, with the possible exception of Google Pixel devices. Google Pixel users experiencing issues following the PKI update should call the IT Service Desk (see memo for more details).
    • Windows and Apple devices: May be impacted with this change. Users may see warnings to the effect that a security certificate cannot be verified, and will then need to follow a few simple steps to restore AHS Restrict wireless connectivity following the PKI update (see memo for more details).

For instructions for affected Google Pixel, Window, and Apple device users on what actions may be required on or after the PKI update is completed, see the memo.

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2023-10-13

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2023-10-03

Connect Care Staff and Prescriber Engagement Session - Follow-Up

As previously posted, AHS recently hosted a session for AHS staff and prescribers to discuss the findings of the Connect Care satisfaction survey conducted earlier this year, and to hear thoughts on the actions that are being taken to address the feedback received through the survey.

For those who were not able to attend, or for those wanting to revisit the discussion, both a recording of the session and the slide presentation are available. Below is also an outline of the key themes captured at the session:

  • Decision Making
    • Empower Clinical System Design (CSD) groups and councils to be more to implement workflow redesigns
    • Integrate multidisciplinary care team access and alignment with scope of practice, community provider access
  • Optimization
    • Improve ticket response times
    • Enable specific workflows to improve efficiency
    • Improve consistency and ease of referrals inside and outside of AHS
    • Create a more user-friendly Medical Administration Record (MAR)
  • Education
    • Provide more training and access for administrative staff to support providers
    • Provide greater support and education for optimization in specific care areas
    • Improve broader understanding as to how different care areas intersect in Connect Care
    • Provide additional support needed for ongoing staff training and education through clinical nurse educators where there is capacity to do so
  • Support & Communication
    • Include administrative staff in surveys to get an understanding of their experience using Connect Care
    • Provide more ongoing support at the elbow or through regular scheduled interactions
    • Provide more downtime support
    • Expand the use of reminder emails, texts or phone calls

AHS will continue to have open dialogue with AHS staff and prescribers on the findings of the Connect Care satisfaction survey and next steps, including through future sessions. We will post information on these sessions here, once they are confirmed.

If you have feedback regarding the themes listed above, or any other questions or comments about your experience with Connect Care, please email ConnectCare@ahs.ca.

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