Updated: November 21, 2014

SECTION 1: GENERAL FREQUENTLY ASKED QUESTIONS

1a. Within an organization, who can have access to the cSWO Regional Clinical Viewer, ClinicalConnectTM?

It is up to the authorized Partner organization to determine the appropriate health care team members that require access to ClinicalConnect. It is the responsibility of the organization to validate the need and coordinate the provisioning and/or deactivation of users’ access. If you are in the patient’s circle of care, you may ask to have access to ClinicalConnect through your organization’s Local Registration Authority.

The health care team members who are typically granted access include:

  • Physicians
  • Registered Nurses
  • Nurse Practitioners
  • Social Workers
  • Occupational Therapists
  • Radiology Technicians
  • Pharmacists/Pharmacy Technicians
  • Physical Therapists
  • Other Allied Health Care Professionals
  • Clinical Staff
  • Other Regulated Healthcare Providers

1b. What is the speed of access to ClinicalConnect?

Information retrieval speed is based on a variety of factors including how much data there is to retrieve and the number of integrated data sources providing the requested information to the user. The following may affect how quickly searches can be performed:

  • Patient Searches:Using a Simple Search by patient name will query every integrated data source for possible matches. This search is very broad and depending on your search criteria may be slower as it may return a large number of results. Alternatively, the Advanced Search feature allows for a more specific patient search using a combination of patient identifiers resulting in significantly faster searches.
  • Module Preference Settings:Within the clinical modules, a user’s default preferences can considerably impact information retrieval times depending on a variety of factors such as patient complexity, number of items/results being returned and filter settings (such as Encounter and Days Back).
  • WiFi vs. Cellular Data: For mobile users, using WiFi will generally be faster than using cellular data. For more information on how WiFi and mobile networks can affect the speed of ClinicalConnect, please review the ClinicalConnect Technical Specifications found at

1c. What are the plans and future state of Ontario Drug Benefit information?

The Ontario Drug Benefit (ODB) is on the roadmap for future integration to ClinicalConnect. The planning phase for this integration is underway.

1d. Can historical information from the hospital systems be viewed in ClinicalConnect?

ClinicalConnect displays patient information from the contributing source organizations in real time and as defined by each organization. Please refer to the Integration Status Chart ( to view the current contributing organizations. The amount of historical data found within each module of a patient’s record depends on what is available from the contributing source organization’s integrated data set.

1e. What types of information are the hospitals integrating into ClinicalConnect?

Information may vary depending on the hospital. The Integration Status Chart found at the link below provides a one-page summary, in chart format, to indicate which facilities in South West Ontario are sharing patient data through ClinicalConnect.

1f. Is there a cost to our organization to use ClinicalConnect?

There is no subscription fee associated with using ClinicalConnect. The program is funded by eHealth Ontario, through the cSWO Program, its regional eHealth program. For more information on the cSWO Program, visit their website:

1g. Do patients need to provide consent to have their information viewable in ClinicalConnect?

Patients do not need to provide any additional consent. ClinicalConnect supports patient care through an implied consent model. Patients can request to have a Consent Directive (Lock Box) placed on the viewing of their information by making a request to the Privacy Office(r) at the organization where they were seen.

1h. Who provides the staff at our organization with training on how to use ClinicalConnect?

Every LHIN has a cSWO Delivery Partner who provides training in their respective LHIN and each has a standard training methodology. [explain DP’s training method here]

1i. What is the current resource requirement to sustain use of ClinicalConnect within the organization?

It is required that an organization appoints a Privacy Officer, Local Registration Authority (LRA), Auditor, and depending on the size of the organization, there may be a ClinicalConnect Coordinator and Clinical Champions.cSWO Delivery Partners’Change Management and Adoption Teams will work closely with theapplicable organization Leads and LRAs to determine which departments or staff groups should be provided implementation and training first. Where appropriate from those individual areas or groups, we identify and support Clinical Champions.

1j. What are the privacy requirements for ClinicalConnect?

There are very robust privacy and security guidelines that need to be followed before access is given for ClinicalConnect. Along with the Data Sharing Agreement (DSA), a Privacy and Security Self-AssessmentChecklist needs to be submitted. The DSA and Privacy & Security Self-Assessment Checklist can be found at

Once access is granted all users are required to sign User Terms and Conditions. Additionally Physician Sponsors must also sign an agreement for sponsoring of their private office staff. The organization is responsible to ensure a Privacy Officer is appointed whobecomes a member of the ClinicalConnect Privacy Advisory Committee. On an ongoing basis, ClinicalConnect is governed by a robust set of privacy policies and procedures.

SECTION 2: CLINICALCONNECT ON MOBILE DEVICES: FREQUENTLY ASKED QUESTIONS

2a. I find using ClinicalConnect on a mobile device too slow. How can I make it faster?

How your Preferences are set can make a significant difference in how quickly the portal responds to queries. Double-check the “days back” preference and set to the minimum timeframe you can to prevent the portal from having to spend time looking through results that aren’t relevant to your search. In addition, using WiFi will generally be faster than using cellular data. For more information on how WiFi and mobile networks can affect the speed of ClinicalConnect, please check

2b. Depending on where I am in the hospital, I can’t always connect to ClinicalConnect on a mobile device. Is there a way to ensure it works regardless of where I am?
The performance of ClinicalConnect on mobile devices depends on the speed and strength of the wireless signal. This is true when accessing any website and certain locations in the hospital (i.e. basements) will only provide a certain signal strength.

2c. Can I view CT scans and other radiology images on a mobile device?

Currently, viewing radiology images is not supported on mobile devices but plans are underway to allow that functionality in the future.

2d. How do I access ClinicalConnect on a mobile device?

On your mobile device, visit The site will recognize you’re on a mobile device and present you with the mobile version of the login screen. For more information on which mobile devices are supported, please check

2e. I’d love to use ClinicalConnect on a mobile device during my shifts but my manager won’t let me. What can you do to help with this?

We encourage users to talk to their managers about the benefits ClinicalConnect offers to improve efficiencies. At the same time, the cSWO Change Management & Adoption Delivery Partners in each of the four South West Ontario LHINs continue to engage in the same dialogue at all levels of healthcare organizations to promote the benefits of ClinicalConnect.

2f. I find the layout of the data hard to read on the small screen. Is there anything you can suggest to help with the legibility of data on mobile devices?

The legibility of data will inherently vary by device. Landscape mode is recommended on smart phones due to limited screen size. Smart phones display a maximum of eight rows of data per page. Tablets display a maximum of 16 rows of data per page. If possible, consider switching to a device with a larger screen.

2g. Why is the data that’s available on the desktop version of ClinicalConnect different than what’s available on the mobile version?

Currently, certain modules in ClinicalConnect are not supported on the mobile platform. We are working to enable more modules on mobile devices.

2h. How can I be sure that the data is secure when using WiFi or cellular networks?

ClinicalConnect uses a Secure Socket Layer (SSL) certificate for encryption of all traffic between mobile/desktop browsers and its servers. You can access ClinicalConnect via any cellular network or WiFi network without risk to data security. Always log out/close the window of the browser when finished regardless of which device you’re using or where you’re accessing ClinicalConnect from. Also, the ‘s’ in that you’re viewing the site over an SSL.

2i. I can’t view ClinicalConnect on my Blackberry. Why?

Currently, only the Blackberry™ Curve 8520 with an operating system of 5.0 or higher is supported.Newer Blackberry devices (Z10 or Q10) will also display ClinicalConnect however vendor support is pending.

SECTION 3: DATA SHARING AGREEMENT-RELATED: FREQUENTLY ASKED QUESTIONS

3a. What is a Data Sharing Agreement (DSA)?

The DSA establishes the Terms and Conditions upon which each Participant (i.e. the Partner Organization) and its authorized users may access Personal Health Information (PHI)through ClinicalConnect; PHI for which another Participant is the Health Information Custodian (HIC). In other words, the DSA establishes how authorized health service providers can access personal health information from patients treated at other organizations that are also Participants to the ClinicalConnect DSA.

Agreement structures are constantly evolving and we are exploring options to best suit our expanding number of data sources and user groups.

3b. An organization can become a Participant to the ClinicalConnect DSA, but do the organizations’ users have obligations too when using ClinicalConnect?

Yes, users have obligations too. To protect the privacy rights of patients, the interests of patients and Participants, and to ensure the compliance of the Participants with the Personal Health Information Protection Act, 2004 (Ontario) (“PHIPA”), each individual authorized user must accept and comply with the ClinicalConnect User Terms and Conditions upon first login to the portal, and again on an annual basis. Users will be prompted to agree to the Terms and Conditions as required at these intervals.

3c.What’s in the ClinicalConnect DSA?

•Registration and enrolment roles and responsibilities, including eligibility criteria for authorized users

•Audit requirements by a Participant to ensure its users are accessing patient data according to the Terms & Conditions

•Liability and Indemnification Requirements

•Insurance Requirements

•Schedules including:

•User Terms and Conditions

•Physician Sponsor Agreement

•Required PHI Safeguards

3d. What types of organizations qualify to be a Participant in the ClinicalConnect DSA?

An organization that provides patient care withinthecircle ofcarewithin the ClinicalConnect scope can apply to become a Participant in the ClinicalConnect Data Sharing Agreement.Examples of Participants include Hospitals, CCACs, Family Health Organizations, Community Health Centres and Long Term Care Facilities.

Approved Participating Partners can then request ClinicalConnect accounts as per designated processes. To qualify asa Participating Partner, key requirements include:

  • Qualify as a “health information custodian” for the purposes of the Personal Health Information Protection Act, 2004 (Ontario) (“PHIPA”) and as such, is permitted to disclose personal health information (as defined in the DSA) that is in its custody or under its control to another Custodian without express consent for the purposes of providing health care and assisting in providing healthcare
  • Is able to support a governance structure involving Local Registration Authority (LRA)/backup LRA, Central Point of Contact (CPC), and Privacy Committee to carry out account provisioning requests
  • The organization contains the minimum number of staff to satisfy the requirements in the DSA
  • Facility to enforce compliance with the Privacy Checklist and the privacy procedures implemented by the Participant
  • Has in place administrative, technological and physical safeguards that meet/exceed industry standards to prevent the theft, loss and unauthorized treatment of Personal Health Information (PHI)
  • Carries a general liability insurance of $5,000,000 as stipulated in the DSA
  • Legal Healthcare Organization within the designated catchment areas

3e. How do I know if our organization is a “Health Information Custodian (HIC)”?

According to PHIPA, 2004, in this Act, a “health information custodian”, subject to subsections (3) to (11), means a person or organization described in one of the following paragraphs who has custody or control of personal health information as a result of or in connection with performing the person’s or organization’s powers or duties or the work described in the paragraph, if any:

1. A health care practitioner or a person who operates a group practice of health care practitioners.

2. A service provider within the meaning of the Home Care and Community Services Act, 1994 who provides a community service to which that Act applies.

3. A community care access corporation within the meaning of the Community Care Access Corporations Act, 2001.

4. A person who operates one of the following facilities, programs or services:

i. A hospital within the meaning of the Public Hospitals Act, a private hospital within the meaning of the Private Hospitals Act, a psychiatric facility within the meaning of the Mental Health Act or an independent health facility within the meaning of the Independent Health Facilities Act.

ii. A long-term care home within the meaning of the Long-Term Care Homes Act, 2007, a placement co-ordinator described in subsection 40 (1) of that Act, or a care home within the meaning of the Residential Tenancies Act, 2006.

iii. a retirement home within the meaning of the Retirement Homes Act, 2010.

iv. A pharmacy within the meaning of Part VI of the Drug and Pharmacies Regulation Act.

v. A laboratory or a specimen collection centre as defined in section 5 of the Laboratory and Specimen Collection Centre Licensing Act.

vi. An ambulance service within the meaning of the Ambulance Act.

vii. A home for special care within the meaning of the Homes for Special Care Act.

viii. A centre, program or service for community health or mental health whose primary purpose is the provision of health care.

3f. As a Partner organization, how are we allowed to use ClinicalConnect to deliver healthcare?

In order to be approved as a Partner to the DSA, your organization and staff must be providing healthcare as defined below:

“health care” means any observation, examination, assessment, care, service or procedure that is done for a health-related purpose and that,

(a) is carried out or provided to diagnose, treat or maintain an individual’s physical or mental condition,

(b) is carried out or provided to prevent disease or injury or to promote health, or

(c) is carried out or provided as part of palliative care,

and includes,

(d) the compounding, dispensing or selling of a drug, a device, equipment or any other item to an individual, or for the use of an individual, pursuant to a prescription, and

(e) a community service that is described in subsection 2 (3) of the Home Care and Community Services Act, 1994 and provided by a service provider within the meaning of that Act; (“soins de santé”)

3g. Can a retirement home qualify as a Partner?

In most cases, no. Most retirement homes operate on an express consent basis, meaning they cannot disclose personal health information (as defined by the DSA) that is in their custody or under their control to another health information custodian without written consent from the patient or Substitute Decision Maker (SDM). To become a partner to the ClinicalConnect DSA, organizations must operate on an ‘implied consent basis’ and be able to disclose personal health information without express consent from the patient or SDM – implied consent is inferred by action only. Certain exceptions may apply but for the most part, retirement homes are unable to become Partners.

3h. Which types of community services do we have to provide as a Community Support Service to qualify as a ClinicalConnect Partner?

Community services typically include the four categories listed below, but only the services under “Professional” meet the definition of providing healthcare in terms of being eligible to become a ClinicalConnect Partner:

1. Support Services: e.g. meal service, transportation, caregiver support etc.

2. Homemaking Services: e.g. housecleaning

3. Personal Hygiene activities and routine personal activities

4. Professional: Nursing; Occupational Therapy; Physiotherapy; Social Work; Speech Language; Pathology; Dietetic Services

3i. How much work is involved for our organization to become a Partner to the ClinicalConnect DSA?

The amount of work to complete the forms and requirements will inherently vary depending on the structures your organization already has in place. Your cSWO Delivery Partnerwill be able to give you a better indication of how much work might be involved in your individual case. Some organizations will have all the requirements in place already; some may require components, especially around privacy, to be put in place before they can become a Partner to the ClinicalConnect DSA.

3j. What are some of the Privacy Requirements we must fulfil?

A Privacy & Security Self-Assessment must be completed and reviewed by the ClinicalConnect Privacy Advisory Committee, as part of a Health Information Custodian’s application to become a Participant in the DSA for ClinicalConnect. The Privacy & Security Self-Assessment:

• Includes 56 requirements which are assessed by the Applicant organization. Only self-assessments that are completed in the affirmative will be considered by the ClinicalConnect Privacy Advisory Committee.

• Is reviewed by the ClinicalConnect Privacy Advisory Committee and a recommendation is made to the Regional eHealth Steering Committee (formerly the Joint IT Steering Committee).

• Applicant organizations can leverage previously completed DI-r/SWODIN Privacy and Compliance Checklist, and Privacy Policy Review Requirements in lieu of completing a new self-assessment.

• The Self-Assessment Checklist and other resources for new partners are located at:

3k. Are there any tools available to our organization to support developing the appropriate privacy structures to qualify as a Partner?

A Privacy Pre-Assessment exists to help organizations determine from the outset if they qualify to become a Partner. It’s a good idea to complete this assessment before moving onto completing the Privacy & Security Self-Assessment as well as the Schedule B: Participation Agreement Template – two documents required before the DSA can be approved.