The eChart project Command Centre has now closed

From: IMITS and C&W Clinical Informatics

Ongoing eChart Support

The eChart project Command Centre has now closed.  Ongoing support is provided by the IMITS Cerner Operations teams and Lower Mainland Transcription Services.

When you need support and there is a direct impact to patient care or you are unable to sign an urgent report, please provide this information to the Service Desk agent so the most appropriate priority can be assigned.  Please note emails are considered a lower priority and can take up to 90 minutes for a response.

Cerner Support

Service Desk: 604-675-4299 or

  • Cerner Password Reset – Requests for password resets will be completed immediately upon phoning the Service Desk.
  • Cerner User Access – High Priority Requests/Issues will be responded to within 20-30 minutes (during business hours).
    • “I have not received my Cerner log-on information”, “I don’t have the PowerChart icon on my desktop”
  • Cerner Training and Support – High Priority Requests/Issues will be responded to within 20-30 minutes (during business hours).
    • “How do I sign my report?”, “I can’t find a document”
    • You can also access the Cerner User Readiness team by email
  • Cerner Application Issues – 24/7 response times will vary based on the priority & impact to patient care.
    • “I am receiving an error message”, “Cerner is not working as expected”

Dictations & Transcription Support

Transcription Services: 604-806-9696 or

  • Dictation ID issues
  • Edits to signed transcribed reports
  • Transcribed report quality concerns or formatting issues

Transcribed Reports Distribution Issues

Excelleris: 1-866-728-4777 or

  • Change your distribution method (Fax, Inbox/LaunchPad or private EMR integration)
  • Questions about patient copies (

 Other Resources

Cerner Resources (reference links to be accessed when on-site or via CITRIX)

 Cerner Change Requests

To request changes to Cerner, complete a Solution Design Services request form (http://imitsrequest) for a “Cerner Clinical Applications Change Request”.

  1. Report (report, extract or label)
  2. Scheduling Change
  3. Document Routing (Printer set up)
  4. Other Customization Requests (e.g. clinical documentation)

Add a Missing Provider

To add a Missing Provider, refer to the following bulletin: