2022-12-02

CMIO Prescriber Drop-in Now Closed

As we approach the end of the fourth week of Connect Care at the Launch 5 sites, the CMIO Virtual Drop-in Centre has now closed, and many Super Users have been pulled back. Though the launch support period may have ended at your site, that is not the end of Connect Care support available for prescribers. 

It is expected that new users will continue to have questions as they encounter situations perhaps not covered in basic training, or when returning to a workflow they need a refresher on, or when there is an opportunity to dive into some of the more advanced tricks and tools available to get the most out of the Connect Care clinical information system (CIS) and make your user experience smoother. There are a number of post-launch supports in place for these reasons. 

  • If you are experiencing a problem that has possible immediate patient care impact, call the IT Service Desk & Solution Centre at 1-877-311-4300 (#1 for Connect Care). The Service Desk is able to provide high-level workflow and training support; urgent issues will be escalated to an on-call CMIO training team member.
  • For all other issues, take a look at this FAQ to discover the best post-launch resource to use for help.

    Don't struggle – ask for help. A solution is likely just a call or click away.

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    2022-11-29

    Dragon Medical One - Launch 5 Personalization Sessions

    Personalization sessions for Connect Care's in-system dictation software, Dragon Medical One (DMO), are coming up for Connect Care Launch 5 prescribers. Those in previous launches (Waves/Launches 1-4) are also welcome to attend.

    The personalization sessions are scheduled for the following dates/times:

    • Tuesday, December 6, 2022: 10:00-11:30
    • Monday, December 12, 2022: 18:00-19:30
    • Thursday, December 15, 2022: 14:00-15:30

    Registration is through MyLearningLink (MLL) (course name: Dragon Medical One (DMO) - Dictation Optimization Sessions), and sessions are via Zoom.

    2022-11-24

    CMIO Prescriber Drop-in Support - Update

    As we approach the fourth week of Connect Care at the Launch 5 sites, the In-person Drop-in Centres have now closed. The Virtual Drop-in Centre (virtualhelp.connect-care.ca) remains open until December 2, 2022, with daily support from 10:00 to 18:00, and an additional 2 hours weekday mornings for oncology prescribers (08:00 to 18:00).

    If you require support outside these hours, please call the IT Service Desk & Solution Centre at 1-877-311-4300 (#1 for Connect Care) or visit help.connect-care.ca. The Service Desk is able to provide high-level workflow and training support; urgent issues will be escalated to an on-call CMIO training team member.

    For further information about the Virtual Drop-in Centre, visit launchhelp.connect-care.ca. Also listed there are reminders about getting after-hours CMIO help for prescribers via Super Users and the CMIO leader on call.

    2022-11-18

    CMIO Prescriber Virtual Drop-in Centre - Updated Hours

    With the second full week of Connect Care at the Launch 5 sites coming to a close, launch support via the Virtual Drop-in Centre (virtualhelp.connect-care.ca) will be scaled back to daytime hours. Note the Virtual Drop-in will be open for an additional 2 hours on weekday mornings to support Cancer Care Alberta sites. 

    • November 19-December 2, 2022: 
      • For all prescribers, daily support 10:00-18:00 
      • For oncology prescribers, Monday-Friday 08:00-18:00, Saturday-Sunday 10:00-18:00
    If you require support outside these hours, please call the IT Service Desk & Solution Centre at 1-877-311-4300 (#1 for Connect Care) or visit help.connect-care.ca.

    For further information about in-person and Virtual Drop-in Centre schedules, visit launchhelp.connect-care.ca. Also listed there are reminders about getting after-hours CMIO help for prescribers via Super Users and the CMIO leader on call.

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    2022-11-16

    Calgary Zone Bulletin - Ambulatory Results Management Update

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

    Ambulatory Results Management Update

    Starting November 16, 2022, some results from outside of the Calgary Zone will be suppressed from In Basket to reduce duplicate reports related to Calgary Zone patients. This is an interim state and will revert at some future date.

    • A hard copy (paper or fax) of results may be sent. Prescribers must regularly monitor Connect Care In Basket AND hard copy reports, and follow-up on results as needed.
    • All results are available in Netcare and the Connect Care patient chart.
    • To improve the reliability of result delivery to In Basket and reduce hard copy reports, be sure to use Connect Care requisitions when arranging for patients' laboratory testing.

    For more information, see the memo.

    2022-11-11

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    Tickets, Tickets, Tickets!

    Connect Care Launch 5 has gone well, credit to the clinicians, leaders, trainers, Super Users and many others who have worked so hard to prepare.

    Launch success is less about absence of problems and more about rapid attention to problems. In this, Launch 5 is doing extraordinarily well. Most issues are resolved quickly. Many stimulate improvements that benefit entire Connect Care community.

    What's left are a few tricky problems. These are context-dependent. When a specific print fails, for example, the fault can be device-specific or, sometimes, an intersect of device, department, function and location.

    Cleaning up tricky problems is a group effort. Our technical specialists need users to:

    • Not ignore problems, even those that seem minor. Report by one means or another (if too busy to submit a helpdesk ticket, jot down the particulars in a secure message or In Basket note to a Super User).
      • Reported problems get "ticketed", which means that they are tracked and resolved as fast as possible. 
    • When reporting printer problems, always include any relevant order number.
    For more information:

    2022-11-10

    Just-in-Time Learning!

    Our new Connect Care Launch 5 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. 

    2022-11-09

    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 5. 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:

    No More Tweets

    Although these Connect Care blog postings have been linked to Twitter notifications for a number of years, few of our target viewers use those feeds for following Bytes and related CMIO blogging channels.

    The time seems right to leave the Twitter platform. Accordingly, all repostings are stopped and the associated Twitter accounts have been deleted.

    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.

    2022-11-07

    Prescriber Ordering Norms - Are Verbal Orders Allowed?

    Computerized Provider Order Entry (CPOE) refers to the process of a medical prescriber entering orders electronically via a digital health record. 

    CPOE involves much more than simply transcribing an order. The ordering process activates decision supports, patient safety protections and other aids to quality improvement. With a little practice, the CPOE process can also be much faster than written or verbal equivalents, as favourites, panels, personalizations and other automations come into play. In addition, Connect Care mobile apps make order entry immediately accessible from tablets and smartphones, any time, anywhere.  

    It is a Minimum Use expectation for all prescribers that all tests, interventions and medications that can be ordered in Connect Care are ordered in Connect Care. Compliance is tracked in prescriber performance metrics. 

    Very few exceptions to CPOE are acceptable, as summarized in Connect Care Ordering Norms.

    If there are interdisciplinary teams that are having concerns, questions or challenges regarding CPOE, it is recommended that each team work through the CPOE work package. A memo also contains relevant information for Nurse Clinicians/leaders.

    2022-11-06

    Launch 5: We are GO!

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

    Today, Connect Care welcomes 135 sites from across the province into the family, including Cancer Care Alberta and Alberta Kidney Care South. 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 5 prescribers.

    2022-11-05

    Countdown Checklist L5: Drop In

    Continuing a list of essential actions for Connect Care Launch 5 prescribers readying for launch November 6, 2022...
    • Drop In
    This ends our countdown checklist, with conversion of old to new charts well underway today and tomorrow. We hope all goes well Sunday at 05:00 when the new charts become the official record of care!

    Of course that's only the start. We'll have a working system but we'll need to grow it, and grow with it, to fulfill its potential.
    Informatics specialists, Super Users and physician informatics leads are eager to help. Reach out.

    Countdown Checklist L5, T-minus 0: Share and Learn

    Continuing a list of essential actions for Connect Care Launch 5 prescribers readying for launch November 6, 2022...
    • Share and Learn
    We are down to the final few hours. Any preparations that could be, have been. Now we must turn to one another in a spirit of collaboration.

    Super Users are widely distributed. Look for yellow and orange lanyards (prescriber supports; pink caps in the OR). Don't struggle. Ask for help.
    Super Users use social media to rapidly share learnings so they can be widely applied... ask them for help. They can also way-find when they are unable to provide immediate help themselves.

    2022-11-04

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    Countdown Checklist L5, T-minus 1: You've Got This!

    Continuing a list of essential actions for Connect Care Launch 5 prescribers readying for launch November 6, 2022...
    • You've Got This -- And We've Got Your Back
    Physicians, nurse practitioners and other prescribers have dedicated time and energy to preparing for Connect Care Launch 5. You've got this! 
    • There are approximately 2,567 CMIO end users across the Calgary and Central Zones, Cancer Care Alberta (CCA), and the Alberta Kidney Care South program who are part of Launch 5: physicians, nurse practitioners, clinical assistants, physician assistants, dentists, residents, medical learners, and nurse practitioner students.
    • 330 CMIO Super Users are deployed across the Calgary and Central Zones, as well as CCA and the Alberta Kidney Care South program, for at-the-elbow support totalling over 7,500 hours of scheduled availability so far (this is expected to increase in the coming weeks). 
    • 1,112 hours of on-site drop-in support and over 1,059 hours of virtual drop-in support is scheduled for prescribers during the pre- and post-launch period so far (this is also expected to increase in the coming weeks).
    Watch for Connect Care posters in Launch 5 sites, prescriber updates, and the launch support pages in the Manual.

    2022-11-03

    Countdown Checklist L5, T-minus 2: Catch Up Dictations

    Continuing a list of essential actions for Connect Care Launch 5 prescribers readying for launch November 6, 2022...
    • Dictate any pre-launch admission or transfer notes
    Launch 5 inpatient facilities are supported for dictation of admission histories, transfer notes, consultation reports and discharge summaries. This is done through the provincial eScription service, with products appearing in the Netcare electronic health record. These dictations will also be available to refer to in Connect Care when it launches.

    Succinct initial progress notes become possible in Connect Care if they can refer to an existing digital admission or transfer record and simply note any changes since. The same applies for Consults performed in the coming week for patients expected to still be in-hospital post-launch.
    • Take advantage of eScription to facilitate easier Connect Care cutover this weekend!

    2022-11-02

    Countdown Checklist L5, T-minus 3: Buddy Up, Team Up

    Continuing a list of essential actions for Connect Care Launch 5 prescribers readying for launch November 6, 2022...
    • Buddy-Up and Team-Up
    Every clinical group will have members who like, and others who dislike, information management. This is a good time to recognize this reality and identify buddies for providers who may struggle.

    There are valuable human resources embedded in Launch 5 sites and others flowing in from Zone sites already on Connect Care. Pre-socialize your Super Users, Medical Informatics Leads, Area Trainers and other specialty, ward or clinic informaticians. Create and share a launch contact list that fits your local group needs. Prescriber launch supports (launchhelp.connect-care.ca) link to a Super User schedule - good contacts to start with.

    This is also a good time to consider how clinical information system adoption work can be divided and shared. Some personalization tasks, for example, can dramatically improve the user experience but take time to set up. Many can be initiated by a team member who understands the preferences of colleagues then shared for adoption by a larger group. Examples of allocatable personalization tasks are listed in the Connect Care Manual.

    Consider devoting group, division, or other business meetings to identifying, and sharing, remaining team readiness tasks.

    2022-11-01

    Countdown Checklist L5, T-minus 4: Unburden as Possible

    Continuing a list of essential actions for Connect Care Launch 5 prescribers readying for launch November 6, 2022...
    • Unburden where and when Possible
    Many clinical services have limited abilities to control patient numbers or clinical workloads. However, each Launch 5 zone is implementing strategies to ease launch pressures in ways that befit their units and capabilities. In addition, clinicians can help by:
    • Identifying and flagging complex continuing patients who may need more cutover attention during the pre-launch week (see previous posts on pre-launch cutover tasks here and here). 
    • Printing patient lists the evening before launch to ease populating provider care team lists on launch day.
    • Printing Sunrise Clinical Manager (SCM) handover or draft discharge summary notes where available.
    • Protecting time before launch to confirm access to the Connect Care production environment for re-familiarization with training activities and high-value personalizations.
    See our Byte about workload planning for more information.

    2022-10-31

    Countdown Checklist L5, T-minus 5: Find Drop-In Centres

    Continuing a list of essential actions for Connect Care Launch 5 prescribers readying for launch November 6, 2022...
    • Take advantage of the Prescriber Drop-in Centres
    Scheduled in-person drop-in help sessions are available at the Foothills Medical Centre for Calgary Zone and the Red Deer Regional Hospital for Central Zone, just before and for weeks post-launch. These are good for troubleshooting issues related to mobility, personal device, dictation, personalization and workflows, as well as login, role and access problems.

    Schedules for the drop-in centres (including dates, times, and rooms) can be found in the Connect Care Manual. Note that locations and times can change. Late-breaking information about the drop-in centres will be posted in the Connect Care Manual (launchhelp.connect-care.ca).

    2022-10-30

    Countdown Checklist L5, T-minus 6: Follow the Tippies

    Continuing a list of essential actions for Connect Care Launch 5 prescribers readying for launch November 6, 2022...
    • Follow Connect Care Tippies
    With most Launch 5 prescribers having full Connect Care production access, this is prime time for setting up starter personalizations that can streamline Connect Care workflows at launch. This is also a great time to collect simple best practices that colleagues have found most useful. These "Tippy" peer-to-peer tips can be considered within a moment, with many able to speed things up for most users.

    Tippies are published on our "Tips" channel (button above or tips.connect-care.ca) and are re-released approximately twice a week in the peri-launch period. Please consider subscribing to the Tips channel.

    The entire Tippies collection can be viewed via tippies.connect-care.ca or tippy.connect-care.ca (worth bookmarking).

    2022-10-29

    Countdown Checklist L5, T-minus 7: Support Cutover Activities

    Continuing a list of essential actions for Connect Care Launch 5 prescribers readying for launch November 6, 2022...
    • Support Cutover Activities
    Key for attending physicians, nurse practitioners and trainees anticipating Launch 5 inpatient and/or outpatient launch is work to make sure that essential information is ready for loading or linking into the Connect Care clinical information system before launch... and that legacy systems are tidied up so that they can be retired. Related preparations include: 
    • General inpatient
      • For non-Sunrise Clinical Manager (SCM) sites, make sure that all dictations are complete and signed; use dictation (eScription) for all admissions, transfers and consults between now and launch, if possible, so that transition notes at launch can refer to recent documentation in Netcare. 
      • For SCM sites, complete documentation using existing systems (templates, eScription); SCM production will be accessible post-cutover since not all SCM documentation is copied to Netcare.
    • Surgical inpatient: Make sure that work is underway to enter upcoming surgical cases into Connect Care.
    • Outpatient: Make sure that all clinic documentation is complete, signed and routed, while also taking care to close any charts still open in legacy systems.
    • Complex patients: Consider pre-launch problem list documentation to support easy transition note generation at launch.
    • Long-term care (LTC):
      • October 31–November 5 - Review orders entered into Connect Care for LTC residents to ensure accuracy of medication and non-medication orders. 
      • LTC clinical teams may still be entering care plan information and other clinical documentation, but all orders will be entered as of October 28.
    Key resources:

    2022-10-28

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    BBHR: Interactive Patient Lists

    Building a Better Health Record (BBHR)

    As part of our documentation quality improvement initiative, we promote practical ways for clinicians to comply with minimum use norms.

    Interactive Patient Lists

    The Connect Care clinical information system (CIS) includes powerful tools for accessing, personalizing, building and sharing patient lists.

    Those working on inpatient ward, consult or service teams can benefit from the creation of one or more personalized lists. Unfortunately, it can be daunting to know which columns (often with many similarly named options to choose from) to line up for a specific clinical need. 

    A clinician-led working group has established standards for Patient List design and has used those to produce a growing set of high-performing, validated and clinician-recommended list columns (easy to recognize as descriptors start with "[AHS]"). In addition, a set of 6 patient list templates can help users initiate personal lists with preferred columns.

    To start or adapt a "My List" personal list:

    • Use the "Edit List" menu (top left of Patient Lists activity) to pick the "Properties" submenu.
    • Look for a "Copy" button at the bottom left of the "Available Columns" section in the list editor. Click this.
    • Note the list templates with names that start with "++AHS IP MD..." (near the top of the pick-list) and select a template fitting the clinical workflow (e.g., ward rounds, ward consults, emergency consults).
    • Either use the patient list configuration as is, or add/remove columns to personalize. Columns that have descriptors starting with "[AHS]" are preferred.

    A number of enhancements respond to user requests:

    • Content - Columns display succinct information that is formatted to comply with AHS standards.
    • Hover - Hovering over columns within patient rows triggers pop-up displays of relevant information.
    • Double-click - Activating a column within a patient row will either open a relevant editing tool within the list or will open the patient chart to a relevant activity.
    • Sorting - This is optimized for clinical use case.
    • Report - Again defaulted to best fit the clinical use case.
    A number of Patient Lists resources have been updated:

    Countdown Checklist L5, T-minus 8: Complete Login Lab

    Continuing a list of essential actions for Connect Care Launch 5 prescribers readying for launch November 6, 2022...
    • Complete CMIO Login Lab
    It is essential that all Launch 5 prescribers confirm access to the AHS Network (insite.ahs.ca), to the Unified Access Portal (myapps.ahs.ca) and to Production (PRD) Connect Care.

    In addition, all prescribers are required to complete a "CMIO Login Lab" found within Connect Care Hyperspace. This checks that the right tools are assigned to the user in the right way. 

    Step-by-step instructions are provided in a tip:

    2022-10-27

    BBHR: RAPID Rounds Report Consolidates Transition Planning Information

    Building a Better Health Record (BBHR)

    As part of our documentation quality improvement initiative, we promote practical ways for clinicians to provide clear and actionable communication at transitions of care.

    RAPID Rounds Report

    When a patient (row) is selected in a Rapid Rounds patient list, a "report" displays either below or to the side of the list (user preference). The default report for Rapid Rounds is a transition planning report. The same report can be viewed as a pop-up by double-clicking within the Room/Bed or Length of Stay (LOS) columns in the patient list. And the report is always available from inpatient chart sidebars.

    The new report functions like a planning dashboard. It gathers in one place all information that might be needed when preparing for discharge or transfer. More importantly, the report is interactive. The displayed information can be selected (click or tap) to view deeper layers of related information. And the data (e.g., pre-admission community supports) can be edited in-place, allowing work to be done in patient lists without having to open individual charts.