User Support - EBUS.11

As a user who accesses provincial health information exchange systems, you have an expanded team of support resources to help you when you run into issues. This section describes the various support options you have and directs you on how to engage them.

Having the right information assists the help desk in reducing the time it can take to diagnose and solve a problem. You can help by providing:

• the description and nature of the problem;
• number of affected users (i.e., is it everyone or just one person);
• effect of the problem on your business;
• the service being used (e.g., Client Registry, PharmaNet);
• any error messages encountered; and
• helpful screen shots. Screen shots must not contain any personal information (e.g., personal health number (PHN), name).

Local IT Infrastructure

Your point of service is responsible for your local hardware, software, and network infrastructure issues, including security software (e.g., firewall, antivirus).

Support - Software Application and HIE Services

Your software provider is your primary support contact and will assist you with any concern related to using your application, your provincial network and HIE systems.

If your software provider determines that additional support is required for situations relating to HIE systems, they will work with various help desks to resolve issues that require specialized attention. Specifically, your software provider will:

• perform the initial assessment of the reported concern;
• open trouble calls and communicate with the other help desks supporting HIE systems;
• communicate with you on all reported issues; and
• manage and close incidents with you.

Health Information Exchange Service-Specific Support

Even though you initiate support calls with your software provider, there are a few situations where you should contact a specific service help desk directly. If you do contact one of these alternate help desks, your software provider will not be involved in any communication regarding that problem.

Problem Type	Alternate Support Organization	Contact	Hours of Operation
Data entry errors Duplicate PHN records Confirmation of the correct PHN to use Incorrect PHN used Unmerge of PHNs	Registries Help Desk	Phone: 250.952.9137 Email: VSA.REGISTRIESADMIN@gov.bc.ca	8:00 am - 4:30 pm Mon to Fri Excluding statutory holidays
User ID access for Provider Registry Web App General help with Provider Registry Web App Provider data quality issues	Provider Registry Admin Mailbox	Email: Hlth.PRSAdmin@gov.bc.ca	8:00 am - 4:30 pm Mon to Fri Excluding statutory holidays
Patient keyword not accepted Prescription entered in error	PharmaNet Help Desk	Phone: 1-800-554-0225 (toll free) 604 682-710 (from Vancouver)	24X7 Excluding Christmas Day

Health Information Exchange Service Availability

In the event one service (e.g., PharmaNet) becomes unavailable, your application's other functions will not be interrupted. If you have access to other HIE systems you will still be able to access them (e.g., Client Registry and PLIS).

HIE systems are not available during the regular scheduled maintenance windows as follows:

Information	System	Schedule	Day	Time
Medication Information	PharmaNet	Weekly	Thursday	12:00 am - 8:00 am
		Weekly	Sunday	1:00 am - 5:00 am
Patient Demographic Information	Client Registry	Weekly	Sunday	1:00 am - 5:00 am
Patient Lab Information	Provincial Lab Information Solution	Weekly	Sunday	2:00 am - 4:00 am
		Monthly	2nd Wednesday	6:00 am - 8:00 am
Health Care Provider Demographic Information	Provider Registry	Weekly	Thursday	12:00 am - 6:00 am
		Weekly	Sunday	12:00 am - 6:00 am