All User Bulletin - Daylight Savings Time

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

Daylight Savings Time

On March 10, 2024, clocks turn forward 1 hour at 02:00 to become 03:00.

While ambulatory care is little affected by what happens in the early hours of the morning, emergent, inpatient, surgical and critical care contexts can be sensitive to the loss or gain of small time intervals. A 1-pager lists key considerations, with more information available in the Connect Care Manual and DST guide:

• Tip: Spring 2024 DST - Key Considerations for Prescribers
• Manual: Daylight Savings Time 
• Guide: Managing Daylight Savings Time

Connect Care Hyperdrive Upgrade - Phase 3, Wednesday February 28, 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 3 will switch to Hyperdrive as of Wednesday, February 28, 2024 at 07:00. Phase 3 includes all Connect Care users who were not part of phases 1 and 2. All prescribers from these sites will have received an email indicating that they are part of phase 3. 

ALL PHASES - USE ORIGINAL CONNECT CARE ICON

Starting February 28 at 07:00, the original red "CC" icon used in the past to log in to Connect Care will launch Hyperdrive, for all users (phases 1 to 3). 

• Phase 3: To ensure the red CC icon opens the new Hyperdrive environment, if in a Hyperspace session at 07:00, phase 3 users should end their Hyperspace session ("x" out and close the login window), wait 30 seconds, then reopen their session by clicking on the same red icon. 
• Note: Phase 3 users may have noticed another (orange) icon on their screen previous to February 28, which phases 1 and 2 used temporarily. Phase 3 users will not be using this icon to log in to Connect Care. 

• Phases 1 and 2: As of February 28, the temporary orange "CC HD" icon used to launch Hyperdrive will be disabled, and phases 1 and 2 users will switch back to the original red CC icon. 
• Note: The temporary orange icon may still be visible after 07:00 on February 28; however, if clicked on, an error message will appear.

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 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.

• Manual: Connect Care Hyperdrive Upgrade - February 2024
• Poster: Hyperdrive Upgrade - CMIO Virtual Drop-In
• Presentation: CMIO Overview - Hyperdrive Upgrade
• Video: Hyperdrive Upgrade

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.

• Manual: Connect Care Hyperdrive Upgrade - February 2024
• Poster: Hyperdrive Upgrade - CMIO Virtual Drop-In
• Presentation: CMIO Overview - Hyperdrive Upgrade
• Video: Hyperdrive Upgrade

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.

• Manual: Connect Care Hyperdrive Upgrade - February 2024
• Poster: Hyperdrive Upgrade - CMIO Virtual Drop-In
• Presentation: CMIO Overview - Hyperdrive Upgrade
• Video: Hyperdrive Upgrade

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.

• Status: Connect Care

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.

• Presentation: CMIO Overview - Hyperdrive Upgrade
• Video: Hyperdrive Upgrade

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.

• Manual: Connect Care Hyperdrive Upgrade - February 2024

All User Bulletin - Printing Error with Mac Devices

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

Printing Error with Mac Devices 

Recently, printing difficulties have emerged for some Apple Macintosh users who have upgraded to the latest (Sonoma) version of MacOS. Attempts to print from Connect Care to a local printer fail, giving a "printer not activated" error message. Not all local printers are affected. 

The issue relates to how Citrix Workspace, which Connect Care operates within, accesses local printers. Citrix is expected to release a software update to fix the problem. We will post here when this becomes available.

A temporary workaround is to find and use the "print to pdf" local printer. The resulting pdf file can then be opened on the Macintosh computer and printed as needed. Any saved pdf files with patient information should be immediately deleted following printing.

• Tip: Printing from Personal Devices

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. 

• Dragon Medical One Compatible Devices
• Manual: DMO Microphones

All User Bulletin - PowerMic Mobile App Issue

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

PowerMic Mobile App Issue

We are currently experiencing issues with the Android version of the PowerMic Mobile (PMM) app. Android users are reporting that they are unable to successfully connect their PMM to Dragon Medical One (DMO).

A workaround has been developed - see the Support post for more details. If you continue to experience this issue, please contact the Service Desk (1-877-311-4300) for support. 

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.

• Memo: Internet Security Certificate Update - October 2023

Update Your Applications to Protect Yourself and AHS

AHS has recently learned of a global security flaw found in numerous applications and services.

This vulnerability (found in an image library called “libwebp”) affects several well-known applications, including many you may use on your personal devices such as Skype, Slack, Discord, Twitch, Microsoft Teams and Adobe Photoshop. A list of currently known applications can be found here.

As soon as possible, please update all browsers and applications on your personal devices. As a best practice, you should always keep your browsers, applications and operating systems up-to-date. This will be particularly important over the coming days and weeks, as applications discover whether they are vulnerable to this security flaw and apply fixes. 

AHS is taking steps to mitigate any risk to this threat and taking similar actions to protect our systems and devices. We are sharing this information with all staff so you can help us keep AHS secure and ensure your own devices are protected.

For more information on how to protect yourself and AHS online, visit Infocare for resources.

MyAHS Connect - Prescriber Self Sign-up Available

We previously posted that the ability for Connect Care prescribers and AHS staff to activate their own MyAHS Connect account had to be temporarily turned off following the Fall Upgrade. We are happy to announce that a workaround has been found, and this self sign-up functionality has been turned back on. 

The self sign-up initiative enables Connect Care prescribers to activate their own MyAHS Connect account and experience firsthand the benefits of a full-feature patient portal. Personal access can also help clinicians help patients who ask questions about patient portal functions. Nearly 5,200 AHS staff and prescribers have completed the self sign-up process to activate their own MyAHS Connect account.

Instructions on how to complete a self sign-up request are available on Insite (the AHS intranet). Note that the links will only work when logged on to an intranet (within AHS) location. It is also possible to open the Clinician Manual from within Connect Care (F1 key for pop-up help, then Clinician Manual link at top of middle column), go to the Patient Portal page, then follow the sign-up link from there:

• Insite: Sign Up for Access to MyAHS Connect (mdmyahsconnect.connect-care.ca)

All User Bulletin - Issues with Links to AHS MS Office and SharePoint Files

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

Links to MS Office and SharePoint Assets

Many users have noticed broken links to resources like training demonstrations, workflow guides and other Connect Care information and support resources. Others are having difficulty with the logon step presented when accessing Alberta Health Services (AHS) Office or SharePoint applications, especially on mobile and Apple devices.

A recent update to the authentication step in Microsoft file links may relate to these difficulties.

Links and logons are usually re-established with the following corrective:

• Close all Internet browsers (Safari, Edge, Chrome, Firefox, etc.) on the local device.
• Open a preferred browser (Chrome recommended).
• Clear the Internet cache (history), paying particular attention to include "Cookies" and Internet history for "all time" (i.e., not just the last day or so).
• Close the browser.
• Reopen (possibly reboot the computer first) the browser and re-navigate to the resource of interest.

All User Bulletin - Change to Calgary Historic Patient Data Viewer

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

Changes to Calgary Historic Patient Data Viewer

We previously posted about a read-only Connect Care viewer for digital health record information previously managed through the Calgary Zone SCM clinical information system (CIS). Access was provided via a main-panel or sidebar display within opened Connect Care charts.

Changes to the Calgary CIS viewer break compatibility with in-system displays. Accordingly, as of 11:00 on September 14, 2023, the viewer will open in a pop-up window. This will continue to automatically synchronize with the current patient. The window will close when one navigates to a different patient within Connect Care.

Restoration of an embedded viewer is anticipated for first quarter 2024.

All User Bulletin - Communication Delay Between POCT Devices and Connect Care

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

Communication Delay Between POCT Devices and Connect Care

AegisPOC, the system that controls result transmission between Point of Care Testing (POCT) devices and Connect Care, has been experiencing some delays during regular business hours. Transmitting results from POCT instruments into Connect Care systems could be delayed for: Blood Gases (ABL Radiometer, IL GEM, Avoximeter); Accu-Chek Inform II glucose meters; Abbott i-STAT devices; Siemens Clinitek Status+ urine analyzers; and Siemens DCA Vantage.

• POCT instruments can still be used and Connect Care systems are available. 
• Affected POCT results will be transmitted to Connect Care once the backlog has cleared. 
• DO NOT use the Epic enter/edit function to enter these delayed results. This will cause a result duplication error.

All User Bulletin - Default Internet Browser for Connect Care Links

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

Default Internet Browser Change in Connect Care

Many workflows within the Connect Care "HyperSpace" workstation environment contain links to Internet resources that can assist users (e.g., Clinician Manual) or provide access to needed documents (e.g., MHA forms), guidance (e.g., eReferences) or decision supports (e.g., calculators). When these open in a pop-up window, they do so in an Internet browser. To date, the browser has been Microsoft's Internet Explorer (IE). However, many Internet resources are no longer compatible with IE. 

On July 6, 2023, the default Internet browser for pop-up links will be Microsoft Edge. Users will be aware of this change by noting the background colour of the browser window:

Prescribers do not need to take any action, but may notice slight changes in how some web pages display. Please alert the help desk if a previously working Internet resource fails in a clinically impactful way after this update.

All User Bulletin - Upgrade to Remote Access for Connect Care

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

Change to User Interface for Connect Care Remote Access

Clinicians can access Connect Care via Alberta Health Services (AHS) networks in AHS facilities (internal access) using the Unified Access Portal (UAP, myapps.ahs.ca). They can also use Connect Care when outside AHS facilities (external or remote access) via the same UAP link. The experience is similar with the exception that remote logons require a security code in addition to one's AHS user name and password.

• Manual: Access to Connect Care
• Manual: Remote Access

On June 28, 2023, the externally accessible UAP is upgraded to a new "VMWare Workspace ONE Platform". This is a "like-for-like" upgrade with few changes to the user experience:

• Instead of entering a user name, password and security code on a single logon page, the user name and password are entered on a first page, after which a prompt appears to enter the RSA SecurID code if required. This will allow for selective use of security codes in future, prompting only when needed for clinical applications.
• Users may need to re-create personalized website bookmarks that may have been saved in the prior UAP environment.
• In some cases, users may need to re-select favourite applications (most previously selected favourites should have ported over).

All User Bulletin - Use of the Database Tab in Procedure (Lab) Orders

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

Use of Database Tab in Procedure (Lab) Orders

When prescribers enter orders to an inpatient, emergency or outpatient patient chart, they typically search for an order of interest and then select from the returned options. Order search results can be viewed in one of four "tabs", including "Browse", "Preference List", "Facility List" and "Database":

• Preference List (usually the default) displays orders matching the search term as well as a preference list for the prescriber's specialty or department.
• Browse can be selected to explore personal favourites previously flagged for frequent use by the prescriber.
• Facility List can be selected to reveal orders (e.g., medications, laboratory tests, imaging) that are available for use at the current facility.
• Database tab appears if the Facility List has been selected and reveals all orderables available throughout Connect Care (Alberta), even if those orders are not available in the current facility.

Prescribers should not use the "Database" tab for procedure (e.g., lab or imaging test) orders. This tab is used, for example, by laboratory staff when sorting out how to fulfill unusual requests. Some orders exposed through the Database tab may not be intended for prescribers or may not be actionable where the prescriber desires. The Database tab is appropriate for prescriber use when seeking medications that are not on the AHS formulary.

• Manual: Order Catalogue

All User Bulletin - User Profile Error on Shared Workstation

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

User Profile Error on Shared Workstation

For highly shared workstations, there is a possibility that device performance will degrade due to the volume of user profiles existing on the device, as all user information is stored locally (including information for those users who may not have used the workstation for a while). In some cases, this issue may also be coupled with the device’s hard drive being nearly full. 

In such a situation, a user may get an error message when trying to log on to the workstation, noting that the user’s profile cannot be loaded. If you get this error message, call IT Service Desk or log the incident ticket to mention the issue above (Unit Clerks can do this), ensuring the Service Desk is provided with the barcode and physical location of the affected device. IT will then clean up the user profiles and data on the workstation. 

IT has put in new controls to avoid user data build-up, and will confirm if these controls successfully fix the situation after Connect Care Launch 6.

For more information, see the FAQ:

• FAQ: Shared Workstation - User Profile Error

All User Bulletin - Update Dragon Medical One Mobile App

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

Dragon Medical One - PMM Upgrade

Dragon Medical One (mobile dictation, DMO) users may be experiencing extreme slowness when using the PowerMic Mobile (PMM) app with an iOS device. While AHS users have not yet reported any problems, the vendor has recommended that all iOS users update their PMM app to the most current version to avoid this issue.

To update the PMM app, rather than using the app store, go to your device's list of apps ("Catalog"), click on the "Installed" button beside PMM, and confirm installation.