Super Users Supporting Wave 2 Launch - To virtual or not to virtual?

The upcoming Connect Care launch coincides with an ongoing COVID-19 pandemic. Physician Super Users wonder how the intimate work of end-user support can be balanced with the need to minimize travel and contacts. The following clarifications are offered by Tim Graham, our Wave 2 associate CMIO:

  • Face-to-face Super User support is important and can respect pandemic mitigations by keeping as tight as possible the link between specific Super Users and a defined end-user group (bubble).
  • Clinical Departments can develop Super User support models that work best for them, taking into account Super User numbers and clinical circumstances such as local COVID-19 patterns. In-person support will not be feasible at all times.
  • All Super Users are trained to make optimal use of a variety of virtual modes of interaction, including screen shares, virtual drop-in rooms, and diverse communication tools.
  • Virtual Super Users can interact with more than one site from a single location. If virtual support is provided by a Super User, the hours contributed are counted on par with in-person support.  
  • In general, Super Users are scheduled in shifts with defined hours. The expectation is that the Super User will be available, (ideally in person but if not virtually) in a timely matter, as appropriate for the specialty area. 
  • Currently none of the Edmonton Zone Super Users have "On-call" or "Rural" contracts. This further ensures that there is no differentiation between on-site or off-site support and supporting actively versus not providing support.  When scheduling, it is important to maximize hours where the Super User would be providing support. 
  • Super User scheduled time needs to be protected from clinical duty interruptions and conflicts.