What is Workspace ONE Assist and what does it do?

Question: When help is needed with Connect Care mobile applications (Haiku, Canto), what does the Workspace ONE Assist service have to offer?

Context: Connect Care's mobile apps include Haiku for smartphones (iPhones and Android devices) and Canto for tablets (iPads). Users may require help but find it difficult to describe specific problems. Problem resolution can be facilitated when users share their screen to allow technicians to directly visualize what they are experiencing. 

Answer: VmWare's Workspace ONE Assist service works over any network connection (cellular, AHS WiFi or external WiFi) so that, subject to end-user permission (users have to accept explicit prompts before a connection is established), users can demonstrate problems to help desk staff. The Assist service may be offered to users when contacting Connect Care help (help.connect-care.ca) for assistance with Connect Care mobile apps.

There are some limitations and protections:

• Connected analysts may see user names entered to the mobile device during a screen share, but not passwords.
• Pop-up messages appear during screen sharing may be visible to help desk staff.
• Assist access is limited to display-screen sharing and does not include files or other information stored on mobile devices.
• End users can terminate an Assist share at any time.
• The Assist service is not intended for questions concerning non-Connect Care applications or for general mobile device performance issues.

Does Connect Care In Basket or Secure Chat support attachments?

Question: Is there any way to attach an image or document to a Connect Care secure chat or In Basket message?

Context: Alberta Health Services clinical communications norms promote use of the Connect Care clinical information system whenever communications may contain personal health information. This makes sense, but what if one needs to send a clinical document, image, video or other digital file object to a colleague? The object will contain some form of personal health information.

The Connect Care clinical information system (CIS) can be used, within limits, to share clinical information objects with others in the patient's circle of care. However, the framework for doing this is patient-centric. The object (e.g., investigation results from an external system that does not interface with the CIS) must first be attached to the patient. Then the patient chart (with a pointer to the object of interest) can be sent to another prescriber for review. This ensures that clinical attachments benefit from the same privacy and security protections as the rest of the chart. 

A single exception involves use of Connect Care mobility (Haiku or Canto) with secure messaging also supports capture of an image for sending to a Connect Care colleague without having to first attach that image to a patient chart.

Answer: The following workflows support clinical document sharing, with the second working best for images newly captured with Connect Care mobile apps.

In Basket Message

• Open a patient chart, then the "Chart Review" activity, then the "Media" tab.
• Find the chart attachment (object) of interest and select its row in the list of Media objects.
• Use the "Route" button/command at the top of the Media list, then select one or more Connect Care users to send the object to.
  
  
  
  
  
• Upon sending, the recipient will find a "CC'd Chart" In Basket message with the media object attached and immediately viewable without having to open the patient chart.
• A slightly more complicated workflow is supported through the Media Manager activity (Tip: Sharing Objects attached to a chart).
• This same method can be used to direct some objects (documents) to external clinicians via their preferred clinical communication method (e.g., fax, mail, eDelivery).

Secure Chat Message

• Open secure chat (in Hyperspace, Haiku or Canto).
• Set up a message to one or more Connect Care users.
• Select a patient to attach to the message.
• Note the image icon just to the right of the message text box, select this, then select from the patient chart media objects and send the text message with an attached object.
  
  
  
  
  
• This same method can be used with mobile apps to send a quick image (captured with the mobile app) to a colleague even if a patient chart is not selected first.

More Information:

• Manual: Attaching Media (Objects) to Charts
• Manual: Communication Norms
• Norms: Communication

Why can't I log in to my job type?

Question: Why can't I log in to my other job type in Hyperspace or Haiku/Canto?

Context: If a prescriber has multiple roles (job types; e.g., emergency, family medicine and anesthesia) in Connect Care, it is important to be mindful of limits to multi-job workflows. One cannot be signed on to Connect Care with more than one job at a time. Normally users are protected from conflicting job sessions by the fact that only one Hyperspace session can be open for a given user at a given time; and one chooses a job/role at each login.

Connect Care does allow a user to have both a mobility session (Haiku or Canto) and a Hyperspace session open at the same time. This can lead to conflicts. Haiku and Canto open into the last job/role that a user signed on with in Hyperspace. If Haiku or Canto remain open when the same user tries to use Hyperspace to log in to a different job, an error message is received. 

Answer: The job type choices available when a multi-job prescriber logs in to Hyperspace or Haiku/Canto depends upon whether the same users is already logged in to Hyperspace with another other job type.

• Logging in to Hyperspace:
• If not already logged in to Haiku/Canto, one can log in to Hyperspace selecting the desired job.
• If already logged in to Haiku or Canto, then one can only log in to Hyperspace with the same job type used by Haiku/Canto.
• Solution: To switch jobs in Hyperspace, log out of Haiku/Canto (closing the app is not sufficient), then retry logging in to Hyperspace.
• Logging in to Haiku or Canto:
• If not already logged in to Hyperspace, one can only log in to Haiku/Canto with the user's default job type.
• Solution: To change one's default job type for Haiku/Canto, submit a request to the service desk (help.connect-care.ca).
• If already logged in to Hyperspace, then one can only log in to Haiku/Canto with the same job type used by the active Hyperspace session.

More information:

• Manual: Using Connect Care Mobile Apps

Are there limits to Connect Care Mobility supports for Orders?

Question: What sorts of orders can be entered using Connect Care mobile device applications (Haiku and Canto)?

Context: Haiku for smartphones (iOS and Android) and Canto for iPads are mobile applications from Epic Systems that bring a lot of chart review and patient management functions to prescribers wherever they happen to be. These apps do a few things better than the full Hyperspace user interface. However, most Hyperspace capabilities are only partially reflected in mobile apps. 

Answer: There are major differences in what is supported through Haiku and Canto versus Hyperspace, and significant differences in what is supported in Haiku for iOS versus Haiku for Android. For example, while the mobile apps generally have limited ordering capabilities, the limits are greater on Android devices:

In general, while Haiku for Android offers excellent communication and chart review support, data entry functions like note-taking, ordering and image capture are better supported with the iOS version.

Note that mobile apps are constantly improving, reflecting an Epic Systems top development priority. Prescribers will be able to do more, with greater ease, over time. Improvements affecting prescribers are periodically posted in blogs linked to the Manual mobility page.

• Manual: Mobility
• Tips: Mobility
• Questions: Mobility
• Support: Mobility

Why are some lab results missing from Connect Care mobile apps?

Question: How is it that some laboratory results available for viewing in Hyperspace do not appear in Mobile app (Haiku, Canto) displays?

Context: Not all lab results are available to Haiku or Canto. A default lookback period (2 years for outpatient labs; 1 week for inpatient labs) ensures that the apps remain quickly responsive, even on slow networks; while not consuming too much of a users's mobile data allowance. 

Answer: Two years of outpatient results was selected as the best compromise between comprehensiveness and responsiveness of mobile access. Given the large number of results commonly associated with hospital admissions, 1 week was thought a reasonable lookback limit for inpatient tests. It is recognized that these thresholds may not work well for all settings (e.g., Long Term Care). A working group is re-examining lookback periods for different patient contexts.

How Many Mobile Devices can I install on?

Question: My clinical group has acquired some iPads for rounding use and is blocked from Connect Care mobility installs after the first few are configured. What's happening?

Answer: Prescribers can install Connect Care mobile applications (Haiku, Canto) on up to two personal devices. Installation of Limerick (Apple Watch app) with Haiku (iPhone) is considered a single install.

Device numbers are controlled through the mobility management software used for installations. Personal devices can be any combination of smartphones or tablets. So, it is okay to install on an iPhone and an iPad, or on two different iPads, for example, but installation on an iPhone and two iPads would not be supported.

If it is necessary to replace a device, uninstall from the old device before attempting installation on the new device.

There may be special arrangements where a clinical group has purchased multiple mobile devices and need one person to do Haiku and/or Canto installs on all of these. For more information:

• FAQ: Connect Care Mobility for Prescribers

Does Connect Care Mobile Device Management Conflict with other Mobile Management Solutions

Question: I work at a health care organization that has its own system for distributing and protecting mobile applications... and I'm having trouble installing Connect Care mobility. What could be happening?

Answer: Some prescribers belong to organizations that have their own mobility management systems and policies. It is possible that the software used by the non-AHS organization will conflict with Workspace ONE. Please bring potential challenges to the attention of AHS mobility. In the case of iOS devices, it is sometimes possible to alternate between different organizational connections, but not use both at the same time. See “Settings >> General >> Profiles & Device Management” for details.

For more questions and answers:

• FAQ: Connect Care Mobility for Prescribers