How can I ensure the system I’m procuring will be able to connect to provincial EHR assets?
Download our point of service procurements document. This document serves as a business tool for planners and decision-makers, and describes provincial EHR connectivity requirements that can be used by the health care community for procuring of point-of-service systems.
How do I know if a patient has placed a consent directive on their health information in the EHR?
If the information in the EHR is not blocked, you may use it to provide care.
How does the patient consent and override work?
The ConnectingOntario solution gives patients, or their substitute decision maker(s), the option to restrict access to patient data within the solution. If a patient restricts access to his / her data, health care providers querying the solution will not be able to access any patient information to which a consent directive has been applied.
A patient may restrict access to either:
- All of his/her reports in ConnectingOntario (Domain Consent Directive);
- A particular report (health information custodian (HIC) – Record Consent Directive);
- A particular provider from a particular HIC (HIC – Agents Consent Directive);
- A particular provider (Agent Consent Directive)
Overriding a Consent Directive
The ConnectingOntario solution permits a health care provider in special cases to temporarily override a patient’s or their substitute decision maker(s) consent directive.
Health care providers can override the consent directive under the following circumstances:
With the express consent from the patient or their substitute decision maker(s)
Understanding, on reasonable grounds, that the override is necessary for the purpose of eliminating or reducing a significant risk of serious bodily harm to the individual to whom the personal health information relates, and it is not reasonably possible to obtain the consent of the individual in a timely manner;
- Understanding, on reasonable grounds, that the override is necessary for the purpose of eliminating or reducing a significant risk of serious bodily harm to a person other than the individual to whom the personal health information relates or to a group of persons;
- Temporary overrides will be logged in the ConnectingOntario solution interface, along with the identity of the overriding health care provider. We will notify the HIC if one of their agents overrides the consent directive.
How much does it cost to get ONE Mail?
Our products and services are available at no cost to authorized Ontarian health care providers.
What providers/organizations use ONE Mail?
Over 315,000 individual clinicians and 10,000 health care organizations across Ontario use ONE Mail. Users include pharmacies, LHINs, acute care hospitals, mental health and addiction agencies, long-term care facilities, family health teams and physicians.
Can I email sensitive information to my patients or other non-ONE Mail recipients?
ONE Mail should not be used in either of these instances because the email will not be secure / encrypted. If you are sending sensitive information, ONE Mail is secure / encrypted only if both sender and receiver are registered users.
Can I configure ONE Mail on my desktop or mobile device?
Yes, our user guides are on our Support page. Please note: Active Sync is available for ONE Mail Direct accounts only.
What do I do if my organization changes its IP address?
Contact us at firstname.lastname@example.org or call our service desk at 1-866-250-1554.
How do I change contact information that you have on file?
Can I have my own individual ONE Mail account?
Yes, if you are a physician with a College of Physicians and Surgeons of Ontario (CPSO) number.
Which labs are connected to OLIS?
Across the province, 23 labs contribute to OLIS with more than 3 billion lab results now included in the system. See which labs are participating.
How does patient consent and override work?
OLIS gives patients, or their substitute decision maker(s), the option to restrict access to their lab data in OLIS. They may restrict access at either:
- The patient level – which restricts access to all lab test results, or
- The test level – which restricts access to a particular test (to be specified at the time the test is conducted).
Restricting access at either of these levels means only the following are allowed to see it:
The health care providers who were named on the lab requisition (e.g., the ordering or copied provider),
The reporting lab, the lab that performed the test and the organization that placed the test request.
If a patient restricts access to his / her results in OLIS, other health care providers involved in that patient’s care will not be able to access any patient information submitted into OLIS.
When a restricted provider queries lab results for this patient, the clinical viewer will notify him / her of this.
Overriding a Consent Directive
In special cases (with the express consent from the patient or the patient’s substitute decision-maker) the patient directive restricting access to the test can be overridden by a provider from within the clinical viewer.
All consent overrides in OLIS are temporary and will last for a duration of four hours, after which, access will once again be restricted. Such an override is logged in the system, along with the identity of the overriding health care provider. OLIS logs all accesses to its data, and an audit of this information can be requested. In addition, a notification letter will be sent to the patient by the Ministry of Health and Long-Term Care informing them of the override.
In cases where a health care provider obtains the express consent of the patient or the patient’s substitute decision-maker to override a directive restricting access, the ministry, as the custodian of OLIS, requires the provider to make a note in the patient’s chart and clarify for the patient that although the consent override is temporary, the information that the patient has allowed the provider to view will be saved in the system, flagged as sensitive, and may be available to other providers involved in the patient’s care.
Further, in the case that a substitute decision-maker has provided consent to override the consent directive, the ministry requires the provider to note the individual’s name and relationship to the patient in the patient’s chart. In the event the computer application / viewer service(s) does not have the functionality to support this requirement, the provider is required to record this information manually.
This information must also be available to eHealth Ontario upon request.
What does the DI program include?
Patient radiology reports and images such as hospital-based CT scans, ultrasounds, MRIs, mammograms and X-rays are included in our secure picture archiving and communications systems and DI repositories. The implementation of these systems has eliminated the need for film and paper diagnostic images.
How does patient consent and override work?
The EHR gives patients, or their substitute decision maker(s), the option to allow or restrict access to patient data within DI common service, which enables the sharing and viewing of patients’ diagnostic images and reports from across Ontario. If a patient restricts access to his/her data by applying a consent directive, providers querying DI common service will be unable to access information relating to that patient information to which a consent directive has been applied.
Consent directives can be made, modified or removed to restrict or allow the following:
- All of a patient’s records (Domain Consent Directive)
- A particular report (Record-level Consent Directive)
- All users from a particular organization (HIC-Agent Consent Directive).
Applying Consent Directives
If a patient contacts a health information custodian (HIC) and wishes to either place a restriction on access to his/her information, or reinstate access (remove the restriction), the HIC should:
- Capture the consent directive information on the EHR consent form, and
- Submit the consent directive information to us by faxing it to 416-586-4397 or 1-866-831-0107.
We will send the HIC a confirmation that the request has been fulfilled. The HIC should then provide notice to the patient that the consent directive has been successfully applied.
In instances where a patient requests to place a consent directive on, or reinstate access to, records contributed by more than one HIC, the patient should complete an EHR consent management form, or contact us directly at 416-946-4767.
In all instances, we will apply consent directives within seven days of verifying the identity of the patient making the request. The party who received the request for the consent directive then notifies the patient that his/her request has been fulfilled. If you cannot notify the patient, we will notify him / her on your behalf at your direction.
Overriding a Consent Directive
DI common service permits a health care provider to temporarily override a patient’s consent directive. If you perform a consent override, we will ask you to confirm the purpose of the override, and to subsequently notify the patient of the occurrence. An override can only be performed at the express consent of the patient, or to reduce the risk of bodily harm to the patient or persons other than the patient. Consent directive overrides are in effect for four hours.
A temporary override will be logged in DI common service, along with the identity of the overriding health care provider. We will notify the HIC if one of his/her agents overrides the consent directive. Once contacted by us, it is the HIC’s responsibility to:
Investigate the override to ensure it was for one of the reasons stated above, and notify the patient of the override at the first opportunity.
If a consent directive override is applied for the purpose of eliminating or reducing a significant risk of serious bodily harm to a person other than the individual to whom the personal health information relates or to a group of persons, the HIC should provide a written notice to the Information and Privacy Commissioner of Ontario as soon as possible indicating that this type of override has occurred.
Who can use the drug profile viewer to access a patient’s drug claim history?
The drug profile viewer is available to health care providers in all Ontario hospitals as well as a limited number of community health centres. For more information, contact our support team at email@example.com.
How do I get access to the drug profile viewer?
If your site is using the drug profile viewer, contact your organization’s local registration authority to request access.
All other requests can be submitted to our service desk:
Tel: (905) 826-5551
Toll Free: 1-866-250-1554
What information is provided by the drug profile viewer system?
Drugs covered by the Ontario Drug Benefit (ODB) program, the Trillium Drug Program (TDP), or drugs for which patients have received special approval, and which have been dispensed by an Ontario pharmacist, are displayed on a recipient’s drug claims history. Health care providers are able to view the names, dosage forms, strengths and quantity of the drugs which have been dispensed to a patient. In addition, the prescriber and pharmacy information are displayed. Drug products that are not provided under the ODB / TDP programs – including over-the-counter medication or herbal products – will not appear on the drug claims history. It is important that patients taking these types of products inform their health care providers.
Who can I contact about information available through the drug profile viewer system?
For any clarification regarding medications in the drug claims profile, contact the dispensing pharmacy or prescriber.
For all other inquiries, contact our service desk:
Tel: (905) 826 – 5551;
Toll Free: 1-866-250-1554
What should I do if the recipient information listed under an ODB recipient’s health number is incorrect or needs to be updated (e.g. address, name, date of birth)?
Direct the patient to ServiceOntario. For more information or to find the location of the nearest office, contact ServiceOntario’s Infoline at 1-800-291-1405 (TTY 1-800-387-5559).
What is ONE ID?
ONE ID is eHealth Ontario’s digital identity and authentication system which allows health care professionals to securely access electronic health care applications such as ConnectingOntario with a single user name and password.
Why should a CPSO member use ONE ID?
ONE ID establishes your digital identity and recognizes your professional credentials. This ensures only authorized users are accessing and using eHealth Ontario services. It’s the first step in accessing a number of digital health applications managed by eHealth Ontario and other organizations.
How does it work with the CPSO?
ONE ID authenticates the identity information of users through a managed registration process. For CPSO members, ONE ID utilizes information provided by CPSO as identity evidence for verification purposes.
This identity information allows clients to create a ONE ID account, which is tied to their “real world” identity.
With this credential, clients are able to enrol in eHealth Ontario services such as ONE Mail and under the sponsorship of an organization to digital health services, such as ConnectingOntario.
How long does it take to get a ONE ID account setup?
As a CPSO member, you will be able to setup up your ONE ID account within minutes of completing the registration process.
From the CPSO website, you will be redirected to the ONE ID account creation page to register. Some identity information (e.g., legal name, date of birth, CPSO license number) will be prepopulated for your convenience based on information from your CPSO account.
Note: you will need to setup your own challenge questions/challenge phone number, select a password and review/edit your information as necessary.
How much does it cost me?
Nothing. This service is fully funded by eHealth Ontario.
What will my ONE ID account be?
The naming convention for ONE ID accounts uses the following format: firstname.lastname@example.org (e.g. JOHN.SMITH@ONEID.ON.CA)
How do I log in to my ONE ID account?
Go to https://oneid.ehealthontario.ca, then enter your username and password into the login screen.
Why does eHealth Ontario collect personal information about registrants?
eHealth Ontario collects personal information about registrants in order to verify their identity when enroling them for services, such as ONE Mail, clinical viewers, and the eHealth Ontario Portal, as these services may contain personal health information.
What information is required to register for ONE ID via the CPSO Portal?
To register for ONE ID via the CPSO Portal, the following information is required:
- Legal First & Last Name (*)
- Challenge Questions
- Date of Birth (*)
- Regulatory College (*)
- Gender (*)
- Registration Number (e.g. CPSO Number) (*)
(*) Provided by CPSO
How does eHealth Ontario use the personal information collected?
This information is used to establish a unique digital identity for each registrant which helps prevent duplicate registrations, and facilitates subsequent registration activities (e.g., updating information).
eHealth Ontario only collects this information to register and verify the identity of individuals using the information services that it provides. Personal information is not permitted to be used for any other purpose.
What kind of support does eHealth Ontario offer?
eHealth Ontario’s Service Desk is available for support 24/7 for all of its services and can be reached at 1-866-250-1554 or email@example.com.
What are challenge questions?
Challenge questions are a knowledge-based authentication feature used to securely verify an individual’s identity. Challenge questions may be used for purposes such as a second-factor authentication, calling into the eHealth Ontario service desk, and recovering your password.
What is the phone challenge number?
It is a phone-based secondary means of identity verification through a separate and unconnected communication channel (in addition to the ONE ID login ID and password).
The phone challenge number represents a practical way to add further security to your ONE ID account. It improves security by adding a second factor that relies on a piece of information only you would have (such as a mobile phone number).
Once you add a phone challenge number when creating your account, whenever you log in from an unrecognized computer or through a new IP address, this additional challenge will verify your identity to make sure your account is secure.
You will be prompted to select the phone number you would like to use and one of the following contact options:
- A call-based user receives a call and presses a specified key to acknowledge receipt of the phone call
- A text-based user receives text with a unique 6-digit verification code that must be entered on the ONE ID screen
If you do not have a phone available at the time of challenge, you can select the “click here” link to be directed to the Challenge Questions as an alternative.
Once you have successfully completed your phone-based challenge, you can proceed to access your required service(s). The phone-based challenge should take no longer than a minute to complete.
What if my pre-populated Personal Information or License Number is incorrect?
If any of the information prefilled on the screen (e.g. Legal First Name, Date of Birth, and License Number) is incorrect, please contact the CPSO Physician Advisory Service to have your record corrected:
CPSO Physician Advisory Service
Toll-Free: 1-800-268-7096 Ext. 606
Hours of Operation: Monday – Friday, 8 am – 5 pm
You will be notified by CPSO when your record has been updated. Once complete, you can then retry your ONE ID self-registration from the CPSO Portal.
Who can I contact if I have more questions?
For more information on ONE ID, please visit: http://www.ehealthontario.on.ca/en/for-healthcare-professionals/one-id.
For general inquiries regarding ONE ID registrations, contact an eHealth Ontario Registration Agents at: Registration.Agents@ehealthontario.on.ca.