Connect Care Concierge (Help) Improvements

Enhancement updates provide short alerts to new, fixed or improved Connect Care functions...

• Concierge Enhancements

The Connect Care Concierge (help.connect-care.ca) is an online help-desk that provides information about how to get immediate attention for urgent problems and how to request help for non-urgent problems.

The Concierge request-entry process is streamlined, with improvements to the fields that inform a "ticket" in the request management system.

The improvements are intuitive. Physicians will notice a simpler landing page with clearer distinctions between urgent and non-urgent issues.

Physicians may also notice new mandatory fields for specifying an alternate contact and contact number. This reflects difficulties analysts have had contacting persons submitting requests. Such contact is often needed when gathering details about the clinical need and context. If an independent physician does not have an obvious alternate contact, it is fine to enter one's own information twice.

• Manual: Support
• Manual: Who to Call
• Concierge: help.connect-care.ca

Help us Help you

It is great that users are making good use of the Connect Care Concierge (help.connect-care.ca) to record non-urgent issues and suggestions. A lot of material is coming in, getting categorized and prioritized and then routed for solutioning.

It is already apparent that many help requests are not as helpful as we would like. Analysts consume valuable resources (time) trying to figure out what the problem is in many cases.

When reporting an issue or suggestion, please be as specific as possible, making sure that all fields are filled (e.g. drop-down list indicating clinical area). When describing a problem, please use succinct text that is clear about:

• Devices - are any medical or non-medical devices involved? If so, what is the actual device number (all devices have a unique number on a prominent label)?
• Keywords - include in the title specific keywords as much as possible (e.g., flowsheets, navigators, orders, referrals, etc.)
• Medications - be specific about the drug name, strength and form.
• Order Sets - try to capture and accurately report the actual orderset name (as it appears in lists)
• Patient - if a problem is specific to a particular patient, make reference to the Connect Care medical record number (MRN)

Find Physician Super Users On-call via Locating

While the physician drop-in centre remains a valuable just-in-time help, sometimes its best to have Super Users drop in on you!

If problems mount and no Super User is in sight, you can call hospital locating via the usual numbers. The physician Super User on call schedule is shared with them. Locating (hospital switchboard) can help locate and call a buddy!

Getting Help - Takes Patience

While planning for "Command Centre", "Solution Centre", "Drop-in Centres" and just plain "Help Desk" to get us through launch, we are reminded of a bit of help desk history.