Help is here: APeX Go-live support resources | UCSF Health Saint Francis and St. Mary's Hospitals

Overview

Support is available to help you acclimate to APeX.

Super Users, wearing a blue vest, are happy to answer your questions and help you navigate system changes.
- Super Users are APeX experts, and are knowledgeable on unique Saint Francis and St. Mary's operational workflows, policies, and procedures.
- Super Users wearing blue vests and green lanyards are providing dedicated physician support.

At-the-Elbow (ATE) support are APeX experts; look for a yellow vest.
- ATEs are Epic experts! They will be helpful with navigating a workflow in APeX. However, they are not operational/policy experts.
- ATEs will be available 24/7 until stabilization and ticket volume supports tapering their round-the-clock help!‌

Dedicated physician support will also be provided; look for a blue vest and a yellow lanyard.
- Physician support can provide APeX application-specific support for Floor/ICU/ED/OR specialties.
- Physician support will have answers about AMC practice/policy changes and operational workflows; however, they may not have knowledge about unique Saint Francis/St. Mary's workflows.
- Physician support is only available between 7:30 a.m. – 7:30 p.m.
  - They may not be present depending on availability.

Clinical Nurse Informaticists will be rounding as well to provide answers; look for a gray vest for CNI support.

For critical issues, please call the UCSF IT Service Desk at 415-514-9000.
For all other issues, please visit the Service Now Online Portal or select the Submit a Ticket button in the top right corner of APeX:
- Helpful hint: When using Submit a Ticket within APeX, your incident will auto populate detailed information to assist the IT Service Desk with expedited resolution!
- When opening incidents, please provide as much specific information as possible, as that expedites resolution.
- Information to have ready when opening an incident:
  - Your name, role, contact, shift, and availability
  - Physical location, Log in Department, Computer ID (usually along the bottom of the monitor) and Printer ID (for printing issues)
  - What is not working or broken verses what is expected
  - For security issues, provide the name of a colleague or peer who has the correct security
  - Is this a patient safety issue, and any other details

Remember to leverage your tip sheets and quick start guides for help during go-live!

Visit My APeX or the APeX Go-Live quick reference page to review existing tip sheets or quick start guides for assistance.
Physicians, press F1 within APeX to access your Physician Learning Home Dashboard to review tip sheets in Hyperspace.
‌You can also request APeX Training support from APeX by clicking this button (Available 7:30 a.m. - 5:30 p.m. daily):

Click the links below for additional information and support resources.

Local Command Centers are located at Saint Francis and St. Mary’s. They will be staffed from Oct. 3 through stabilization at the following locations:
- Saint Francis: Hoffman Conference Room & Doctors' Dining Lounge
- St. Mary’s: Administrative Conference Room
IT Field Services Team is available onsite Monday through Friday to address your general IT questions:
- Saint Francis: Room 1204 (12th floor), 1 to 5 p.m.
- St. Mary's: 2 West, 2nd floor, 1 to 5 p.m.