Support Contacts

Having an issue with eCTAS?

End Users (i.e., triage nurses) should:

Try Self Service Troubleshooting steps:
1. Try to refresh or reinitialize in eCTAS to resolve issues in the eCTAS application (e.g. patient details missing, queues out of sync, eCTAS unavailable)
2. Search this online help for information on using specific features
Persistent issues with the eCTAS application should be escalated to your Hospital Operational Support Resources i.e. your hospital eCTAS Coordinator.

Note: When reporting issues, include as much detail as possible to support troubleshooting e.g. note the date and time you experienced the issue, and any specific error messages you received. Take screen shots whenever possible.

Important: To avoid privacy breaches when contacting the eCTAS help desk for support, never include PHI in your email or screen shots.

ONE®ID Account Issues?

End User should contact Ontario Health directly for ONE®ID accounts issues (e.g. account locked, password reset required).

Hospital Operational Support Resources

Hospital Operational Support Resources (e.g. Technical Leads, Clinical Leads, eCTAS Coordinators) should consult the following resources for support:

eCTAS Self Serve (24/7)

Visit the eCTAS Status Page to view messaging about system functionality
Login to the eCTAS Administration Console to investigate/resolve issues using HL7 Message Viewer, Site Role Management and Site Level Extracts

eCTAS Service Desk (Business Hours)

eCTAS Coordinators can submit a support ticket by email or phone weekdays between 8am and 5pm.

1-866-681-9846
eCTASsupport@ontariohealth.ca

Emergency Hotline (HL7 Support After Hours)

For urgent support outside of business hours with HL7 message issues at Application Complex hospitals, eCTAS Resources may call the eCTAS Service Desk and select the option to page an on call resource.

Important: Only eCTAS Coordinators and operational support resources (not Triage Nurses) should escalate issues with the eCTAS Service Desk and Emergency Hotline.