Considerations: In Basket messages that link to patient health information should relate to patients with whom the receiving prescriber has, has had, or will have an approved relationship (circle of care, quality or research).
- a member of the patient’s Care Team and configured to receive results,
- signed into a results review message pool,
- supervising a medical learner, or
- the most responsible provider at the time of discharge for results reporting after the time of discharge.
Solution: The Connect Care In Basket has a "QuickActions" tool that allows prescribers to manage results received in error.
- Not My Result
- Use this action if the result was misdirected and should not have been routed to the recipient's In Basket, even if the provider has participated in the patient's care at some point.
- The Result Note window will open and the provider will be required to complete two SmartLists (use F2 to find and use pick-list) to indicate why the result is being marked as received in error and what, if any, steps have been taken to remediate.
- If none of the available pick-list options fit, select "other" and provide a brief comment to better explain the issue and what has been or should be done.
- Upon completing the two SmartLists and accepting the message, the result note will be re-routed to an internal results routing error pool for review and action.
- The associated In Basket message will disappear.
Problem: Some Connect Care users who rely on personal computers (especially Apple devices) for remote connection to Epic Hyperspace are reporting problems completing logons.
Context: Citrix Workspace software is used by the Alberta Health Services (AHS) remote access gateway (myapps.albertahealthservices.ca) when prescribers logon to Connect Care on personal computers outside the AHS firewall (extranet).
Some users are reporting that logon efforts are prevented by Epic screens that do not show the expected userid or password fields or are otherwise not functioning.
Citrix released updates to its Workspace software in mid-October and again in the first week of November 2022. The current updates appear to have problems with MyApps or Connect Care. The problems are prevalent with the latest Macintosh updates, especially the new version of Workspace optimized for computers with Apple silicon (M1 and later chips).
Solution: Until further notice, please do not accept Workspace offers to download and update the Citrix Workspace App. If experiencing remote logon problems, and the Citrix Workspace "about" option shows version "2210" or later:
- Uninstall Citrix Workspace
- Reboot computer
- Revert to the September 2022 version (2209 found in "install earlier versions" of Citrix downloads site).
- Reboot computer
- Try logging on via MyApps again.
Problem: Connect Care users trying to install mobile applications (Haiku, Canto, PowerMic) may be unable to complete the enrollment process for their device.
Context: Mobile applications are managed by Alberta Health Services to ensure that connections are secure and privacy is maintained. This involves enrolling new devices in order to check for things like required password protections.
There are new reports of users having difficulty completing new device enrollments. A problem with the associated software (VMWare) has been identified and is being worked on.
Users experiencing difficulties (“device not allowed” message) should call the Connect Care help desk 1-877-311-4300 or open a ticket via the IT Service Hub (Link: help.connect-care.ca). The device will be manually added. A notice will be posted here when normal device enrollment processes resume.
Update 04-11-2022: This problem has been fixed and no further tickets are coming in. Logs show resumption of successful Haiku initiations.