Help Desk Training

Trainer’s Guide for LIVE Training

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Table of Contents

Help Desk Training

Purpose

Workshop Details

Workshop Content

Legend

Introduction (Help Desk Training Presentation)

Help Desk Workflow

Handling of PI/PHI for Support Purposes and When Instructed to Send PHI

Support Resources

Sample Issues

Resources

Help Desk Training

Purpose

This document provides the details for the delivery of live help desk training and is to be used in conjunction with the Help Desk Training Presentation and Help Desk Student Guide.

The layout of the training content has been designed to assist with the delivery of key messages for roles and responsibilities, troubleshooting processes and handling of personal information/personal health information for support purposes. For your reference, please review the legend below.

Workshop Details

Audience: Help Desk or IT support personnel at viewing sites who will be providing support to end-users of the ConnectingOntario ClinicalViewer and who will be performing maintenance and communication activities for the viewer

Viewer Access and Training is permitted only for Help Desk/IT support personnel who are employed by an organization that has signed the letter: “Tier 1 Support Access to Support Clinicians with Connectivity Issues”

Length: 30 minutes

Help Desk training can be conducted as an adjunct to Viewer Training for Help Desk personnel who will have access to the viewer. It is recommended for Help Desk training to occur within 2 weeks of the Go-Live date

Method: LIVE Training featuring discussion and review of resource materials

Workshop Content

Legend

Red text italicized /
  • Instructions for the instructor

SAY /
  • Key speaking points

DO /
  • Step-by-step instructions

(Verb) /
  • Key stroke or action i.e., Click, Hover, Point, Select

Note: /
  • Supplemental information for the instructor

On screen slide
Student Guide /
  • Indicates that the information is displayed on screen in the TrainingPresentation
  • Indicates that the information is included in the Student Guide

Introduction (Help Desk Training Presentation)

On screen slide

On screen slide

Student Guide
/ Update slide numbers on Student Guide if your site is not a Contributing site to the ConnectingOntario Acute and Community Clinical Data Repository (acCDR)
If Help Desk training is being conducted as an adjunct to Viewer Training, introduction and housekeeping can be omitted/modified
Introduce instructor(s)
Review Housekeeping items (i.e., duration of the training, muting phones, bathrooms,etc)
SAY
  • Each of you has been provided with a Student Guide, a Help Desk Workflow Tip Sheet and aneHealth Ontario Service Desk Contact Form
  • As we go through the training I will be referencing the information in these materials
  • Read objectives of training session in green box on Agenda slide of training presentation

On screen slide & Student Guide
/ SAY
  • This is page 3 of your Student Guide
  • As the help desk or IT support at your site, you have a few roles
  • One main role is to act as the first level or Tier 1 support, performing initial troubleshooting BEFORE contacting the eHealth Ontario Service Desk for support
  • Another role is to perform maintenance, support and communication activities
  • Read information in green box
DO
  • Show hard copy of Operations Guide and display pages of responsibilities
SAY
  • The Operations Guide is an important reference document for you that should be reviewed prior to the go-live implementation date at your site

On screen slide & Student Guide
/ Use this slide if your site is a Contributing site to the ConnectingOntario Acute and Community Clinical Data Repository (acCDR)
**If Viewing Site only - delete this slide from the Presentation Deck and the Student Guide
SAY
  • Read first bullet
  • When a new ConnectingOntario code is created, notifications will be sent to the Help Desk, which should be forwarded to the persons responsible for terminology mapping at your site
  • Two types of error reports, Codes on the Fly and Weekly Conformance, will be sent to the Help Desk that should also be forwarded to the responsible persons
Note:
  • Optional:Provide printed copies of support scripts from Operations Guide for Codes on the Fly and Weekly Conformance Errors
  • When a new ConnectingOntario code is created, the ConnectingOntario terminology mapping worksheet is updated and the impacted viewer system owners are notified
  • Mapping changes can occur as a result of a request from a site when it does not find any of the ConnectingOntario provincial codes to be appropriate for the concept in question
  • Codes on the Fly refers to new local/site codes that have not been mapped in the ConnectingOntario terminology; this report is a list of these detected new or unknown codes
  • Unmapped local codes may not show up in the portal and represent a patient risk; proactive submission of new code requests to the eHealth Ontario Service Desk is recommended
  • Weekly Conformance Error Reports are distributed to sites to aid in error handling and remediation; however, it is expected that DLQ/EQ Administrators monitor both queues regularly and respond accordingly
  • The purpose of this monitoring is to ensure complete and correct data is being populated in the acCDR

On screen slide & Student Guide
/ SAY
  • Any maintenance will be performed during this time frame
  • Advance notifications will be provided for all planned updates
Note: It is very important that contact information is kept up to date so that communication and notifications can be received from the ConnectingOntario program

Help Desk Workflow

On screen slide & Student Guide
/ SAY
  • Now we will look at the workflow for you to follow when performing troubleshooting for the ConnectingOntario ClinicalViewer
  • This workflow has been provided as a separate tip sheet in your training package for your use as a reference tool
  • It provides an overview of the process for you to follow when you receive an issue or request from an end-user
  • The top boxes provide steps to follow when doing your initial troubleshooting such as opening a local ticket and documenting error messages and troubleshooting results
  • The Operations Guide provides detailed support scripts. These must be used for troubleshooting BEFORE reporting incidents to the eHealth Ontario Service Desk
DO
  • Show hard copy of Operations Guide and display page of support script as an example
SAY
  • An example of a support script is…. . Each support script includes an item description, error message, cause, solution details and resolution/escalation group
Note: Support scripts can be found for issues related to:
  • Front End – End User Support
  • Back End – Provider Portal Support
  • Privacy
  • Technical Support –ONEID sites
  • Codes on the Fly and Conformance Errors
  • Viewer access for Help Desk/IT support personnel is permitted only for those employed by an organization that has signed the letter: “Tier 1 Support Access to Support Clinicians with Connectivity Issues”
  • This letter contains conditions that must be met in order for site help desks to have access to the production (live) environment for the Viewer. This includes responsibilities such as:
Completion of privacy training specific to the ConnectingOntario ClinicalViewer
Taking all reasonable steps to resolve an issue without accessing the viewer
Using only approved test patients (from eHealth Ontario) when accessing the viewer to resolve an issue
SAY
  • If you cannot resolve the issue, consider if the issue is consent or privacy-related
  • If it is, contact your local/site Privacy Officer so they can identify the appropriate contact resources
  • If it is not consent or privacy-related, you must open a ticket with the eHealth Ontario Service Desk
  • Send an email with as much detail as possible, but DO NOT include personal information or personal health information
  • Immediately after sending this email, follow up with a phone call in order to receive a ConnectingOntario ticket number that initiates the ticket process
  • NEVER send PI/PHI until instructed to do so by an eHealth Ontario Service Desk or supportresource
  • The sending of any PHI must follow the File Encryption and Transfer Guideline
DO
  • Display the eHealth OntarioService Desk Contact Form
SAY
  • An eHealth Ontario Service Desk Contact Form has been provided as a tool for your use. You may use it as a reference or to gather and record information when submitting a ticket to the eHealth Ontario Service Desk
  • This is theinformation that the eHealth Ontario Service Desk will request from you
SAY
  • All tickets emailed to the eHealth Ontario Service Desk will be acknowledged within 24 hours
  • If you have not received a response and action has not been initiated after 24 hours, escalate your ticket to the eHealth Ontario Business Desk
  • Do NOT send PHI to the Business Desk
  • Although it is unlikely that you will need to escalate to the Business Desk, please note that while tickets are responded to within 24 hours, this does not mean that tickets will be resolved within 24 hours
Note: Submitted tickets are assigned a severity level by the eHealth Ontario Service Desk:
  • Severity 1 (Critical) – Total inability to use the Viewer or significant loss of functionality (e.g., can’t log on, can’t find a patient)
  • Severity 2 (Urgent) – Limited service is available (e.g., long loading time, partial clinical information available)
  • Severity 3 (Important) – Does not impact clinical practice (e.g., having to click twice)
  • Severity 4 (Minor) - Does not impact clinical practice, (e.g., ‘annoyances’ such as spelling mistakes)

Handling of PI/PHI for Support Purposes and When Instructed to Send PHI

On screen slide & Student Guide
/ SAY
  • Read slide content
Note: Sites (such as primary or community care providers) may hire external providers for IT support or help desk. It is important for these sites to ensure that they follow the privacy policies regarding PI/PHI when communicating with external IT support providers
On screen slide & Student Guide
/ SAY
  • Read slide content
Note:Optional:Provide printed copies of ConnectingOntario File Encryption and Transfer Guideline

Support Resources

Student Guide
/ SAY
  • As noted in the Help Desk Workflow, different resources are available according to the type of issue or request
  • Contact information for support resources is available in your Student Guide, page XXand on the Help Desk Workflow Tip Sheet

Sample Issues

Student Guide
/ SAY
  • The next page in your Student Guide lists examples of issues you may be notified of and the appropriate resources
  • These issues and others can be found in the Operations Guide

Resources

On screen slide & Student Guide
/ Update slide with relevant details
SAY
  • Additional resources are available on the eHealth Ontario website as well as the ConnectingOntario Dropbox
  • Updated versions of these documents will be available on Dropbox
  • Access to Dropbox will be arranged for you prior to the implementation of the viewer at your site
  • If you require further information or assistance, contact XX

On screen slide

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