The Access to Care Team at Ontario Health
The Access to Care (ATC) team at Ontario Health is here to support you. eCTAS Coordinators can contact us to connect with any of the following resources.
eCTAS Service Desk
Issues that cannot be resolved by your hospital operational support team can be escalated to the eCTAS Service Desk by your eCTAS Coordinator. Tickets can be opened by email or phone.
When you contact the eCTAS Service Desk by email or phone:
- You will receive an 'Incident Opened' email containing your ticket number and high-level information related to your inquiry. When your issue has been resolved you will receive an 'Incident Resolution' email confirming resolution details.
- Depending on the nature of your inquiry you may receive a follow up call or email from a Service Specialist, Technical Specialist or Compliance Specialist.
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Note: eHealth Ontario's ONE® ID service is used for eCTAS user authentication and login. All authentication, login and password support requests should be sent directed to eHealth Ontario's ONE® ID Service Desk. |
Emergency Hotline
An after hours Emergency Hotline is available to provide support on technical HL7 integration issues only. All other service requests will be managed during business hours through the eCTAS Service Desk.
Service Specialists
Each hospital has an assigned Service Specialist to provide guidance and support related to implementation, operational and eCTAS related business activities. The Service Specialist is the main point of contact who will work closely with your hospital’s eCTAS Coordinator to help support the ongoing operations of eCTAS at your hospital. We encourage you to establish a relationship with your Service Specialist and leverage their skills and expertise towards ongoing operation of eCTAS.
Integration Specialists
Integration Specialists are primarily focused on supporting hospitals’ ability to integrate with the eCTAS system. During project phases Integration Specialists will support you through all the prerequisite activities (Registration, Connectivity etc.) that will enable you to complete conformance testing. Once all prerequisite activities are complete they will continue to support you in completing the structural, scripted business validation and clinical algorithm testing activities that apply to your specific integration level. Integration Specialist will also set up your hospital’s first eCTAS Facility Role Administrator
Operationally Integration specialists continue to support hospitals ensuring that any issues related to the eCTAS application and its integration with your hospital’s systems are resolved.
Compliance Team
The compliance team supports reporting of the informational indicators that were developed to monitor eCTAS volumes against NACRS Level 1 volumes. These indicators will be included in existing monthly ER Final Data Quality Reports. Review of informational indicators will occur each quarter and site specific follow up will be determined on a case by case basis in consultation with eCTAS business, clinical and technical subject matter experts. The Compliance team will engage both the eCTAS Coordinator and ER Coordinator if a follow up is required.
Training Team
The Training Team develops, delivers and maintains eCTAS training and support materials:
- eCTAS Clinical End User Online Help provides step by step instruction for Triage Nurses on using the eCTAS clinical application
- eCTAS System Administration Online Help provides eCTAS Coordinators and hospital operational support resources with information on Administration Console features such as Site Role Management, HL7 Message Viewer as well as access to the eCTAS Coordinator Guide and troubleshooting details
- Training webinars including eCTAS Train-the-Trainer, HL7 Message Viewer Training, and Facility Role Administrator Training are offered to support implementation and operational activities. Refer to the ATC Information Site for session dates and times
- Training webinar slides and session recordings can be downloaded from the ATC Information Site
eCTAS Line of Business
The eCTAS Line of Business is available on an operational basis to provide clinical subject matter expertise, develop and maintain clinical engagement support materials, and provide tools and templates that can be leveraged by your eCTAS Coordinator and other support resources at your hospital.
