ONE® Mail Training Presentation Partnered Organization ONE® Mail Training Presentation

ONE Mail ONE Mail is an e-mail system developed by eHealth Ontario that enables the secure exchange of personal health information between participating organizations. Thunder Bay Regional Health Sciences Centre and St. Joseph’s Care Group both participate This presentation is to help train end users in order to optimize their use of secure e-mail.

ONE Mail Training This presentation illustrates: The differences between regular e-mail and ONE Mail. The security features of ONE Mail. How to safely send e-mail through the ONE Mail service. What’s in it for me?

How does basic E-mail work? Basic e-mail - such as Hotmail, Yahoo or Sympatico accounts are unprotected e-mail accounts. Mail can be intercepted and read by others as it moves across the public Internet. Think of basic e-mail as you would a postcard – your information could be available to prying eyes. You should never send personal information in an unsecured e-mail.

How does basic E-mail work? Automated slide to show how basic e-mail travels. E-mail starts with user composing a message – they click send – it goes to the organization’s mail server. The mail server check’s if it’s a local e-mail recipient – if it’s not – finds the recipient e-Mail server on the internet and sends the e-mail over the internet to the recipient server. That user received the message to their mail client at their desktop. Various vulnerabilities over the internet.

How does ONE Mail work? ONE Mail provides additional layers of security designed to allow healthcare providers to securely and reliably send health and patient information. ONE Mail satisfies government regulations regarding the protection of information privacy and confidentiality that apply to personal health information. Users access ONE Mail using secure connection protocols over a managed private network. When followed, policies and procedures ensure privacy, security, and acceptable use. Security layer examples in ONE Mail: Firewalls Virus detection software Anti-Spam software ONE Network (SSHAs managed private network) Transport Layer Security (TLS) Intrusion detection systems

How does ONE Mail work? Introduce the ONE Network (MPN) all participating organizations must be on the MPN, prerequisite to ONE Mail deployment. All e-Mail among participating organizations travels the MPN and not the internet – can still send to internet recipients, just not considered secure because it has left the ONE Mail environment. ONE Mail flows through the routing service. The red connection lines illustrate secure tunnels – the previous slide mentions secure connection protocols over a managed private network – the red lines are the secure/encrypted connections. Scenario 1 – mail from OACCAC to UHN – travels ONE Network (the MPN) to central routing that directs it to UHN Scenario 2 – mail from UHN to internet – travels ONE Network to central routing and out to the internet (not secure) Scenario 3 – mail from internet – travels in from the internet to central routing to OACCAC (not secure) Scenarios 2&3 are not considered secure because either the sender or the recipient are not participants in ONE Mail – Mail will still flow to non-participants – it just isn’t considered secure through ONE Mail

ONE Mail also includes ONE Pages ONE Pages is a searchable directory of all ONE Mail subscribers to whom you can securely send e-mail through ONE Mail. Depending on your organization’s configuration of ONE Mail and acceptable security practices, ONE Pages can be accessed: Through your web browser at https://www.one-pages.on.ca/ (if you have an eHealth Ontario ONE Network Circuit) Through your ONE Pages address book in your desktop e-mail client Contact information in ONE Pages includes the first and last name of the ONE Mail subscriber, organization to which they belong, and their ONE Mail e-mail address. Remember that ONE Mail is secure among participating organizations. ONE Pages is the authoritative list of subscribers within participating organizations. E-mail sent to anyone not listed in ONE Pages is not considered secure – both sender and recipient need to be from participating organizations. ONE Pages is updated twice daily, systematically from participating orgs, to ensure it’s current. To ensure that the e-mail message sent is secure, simply send it to a recipient found in ONE Pages. In other words:  Addresses that are listed in ONE Pages are secure.  Addresses that are not listed in ONE Pages are not secure. This does not prevent you from sending email to recipients that are not ONE Mail subscribers. Do not send personal health information to a recipient who is not listed in ONE Pages because they are not part of the ONE Mail service. If the recipient has multiple e-mail addresses, you must be sure that you are using the e-mail address that is listed in ONE Page. Why not to send an e-mail with sensitive information to a recipient not listed in ONE Pages? Because e-mail messages sent to recipients not listed in ONE Pages will not be: Sent securely End users will receive a user guide and a multi-media package on both of these demo’s to use at their convenience as a refresher and instructions.

On-Line Training In addition to the demonstrations that we are providing you on the following slides, ONE Mail and ONE Pages Online End User Tutorials are posted on the eHealth Ontario website. The following link should be used to learn more about ONE Mail and how to email securely (when connecting, please note that you will need to scroll down the website page to get to each of the tutorials that are available). ONE Mail and ONE Pages Tutorial http://www.ehealthontario.on.ca/programs/one_mail.asp 9

Demo Scenario 1 – sending an e-mail message using the ONE Pages web application and GroupWise Web Access. Typically used by users on a shared computer within an organization. (Also demonstrated in the ONE Pages on-line tutorial – see previous slide for link) Scenario 2 – sending an e-mail message using ONE Pages from the GroupWise client address book when using your personal computer. (See slide 16 of this presentation) Two demo scenarios with screen shots – alternatively can leave the presentation and demo directly in the web app and outlook client. This method was used to keep the content in one package/presentation that a user can take away with them and to avoid any potential technical difficulties when training e.g. connectivity. If the trainer prefers a live demo – simply delete the following scenario slides when distributing and presenting the deck. 10

Demo – Scenario 1 ONE Pages Web Application and GroupWise Web Access Sally needs to send a patient referral to a specific ONE Mail user at a particular organization. Sally opens ONE Pages in her web browser, searches for and selects the person she wants to send the referral to, composes the e-mail message and sends the referral via e-mail. *Note Sally must be on the hospital network in order to browse the ONE Pages directory. 11

Sally opens ONE Pages by clicking on the OnePages link on the TBRHSC or SJCG iNtranet site 12

The ONE Pages website will display The ONE Pages website will display. She then selects the organization she is sending the referral to, clicks the button to select that organization and clicks the search button to find the ONE Mail users at that specific Medical Centre… 13

In this example, the search returned ONE Mail subscribers at the Toronto East General Hospital… Once you’ve found the correct recipient you are ready to send your email. 14

Copy and paste the selected email address. To do this: Select and highlight the desired user’s email address. With the cursor on the highlighted name, right-click and select COPY. Close the One Pages directory (click X). Open GroupWise Web Access > select NEW message > move cursor to the TO: field > right-click and select PASTE to paste. Send the message as you would any other message.

Demo – Scenario 2 ONE Pages through GroupWise client Jane needs to send a patient’s file to a physician who is participating in ONE Mail. Jane opens ONE Pages directory from the address book in her GroupWise client, searches for and selects the person she wants to send the patient file to, composes the e-mail message and sends the e-mail with the patient file attached. 16

Jane opens her GroupWise client e-mail application… 2. Jane opens her GroupWise client e-mail application… She opens her address book by clicking the address book icon on the toolbar… She could have also opened the address book by selecting “Tools” and “Address Book” on the toolbar… 1. 17

The address book opens. Jane clicks on Novell LDAP Address book The address book opens. Jane clicks on Novell LDAP Address book. Select OnePages in the drop down. 2. 1. 18

Jane can search for the recipient by typing in part of the display name or email address in the appropriate field. Once she’s entered then search criteria, she will click Retrieve to do a lookup. 1. 2. 19

The server will return the results in seconds. **Security Note – ONE Pages must be selected as the address book before you search for a recipient, otherwise, you may find your recipient in an address book other than ONE Pages, and the message may not be sent securely. 20

Jane finds on the user she is looking for, selects their name and goes to Action and selects Send Mail. In the drop down. 21

A new message window opens with the selected e-mail recipient from ONE Pages in the “To” field… Jane can compose and send the message to the recipient knowing that it will be secure because her organization is part of the ONE Mail service and the recipient was selected from ONE Pages. ** Security note – be sure the email client that opens is your corporate e-mail which is participating in the ONE Mail service, otherwise you may be sending your message from an e-mail account that is not participating in the ONE Mail service. 22

Demo – Scenario 2b ONE Pages through GroupWise Client Jane needs to send a patient’s file to a physician who is participating in ONE Mail. Jane opens ONE Pages from her GroupWise client, starts a new message, and selects the person she wants to send the patient file to, composes the e-mail message and sends the e-mail with the patient file attached. 23

Jane opens her GroupWise mail client Jane opens her GroupWise mail client. She clicks on New Mail to compose a new message in GroupWise. 24

In Look in: select OnePages In the New Mail message, the user selects Address and the Address Selector Window appears. In Look in: select OnePages 25

Now Jane can enter the search criteria in the fields and click Go to return a list of results. Results Window 26

Double clicking the recipient's name, will add it to To: field. Once she’s done selecting her users, Jane clicks OK. 27

The client returns to the message window with the selected e-mail recipient from ONE Pages in the “To” field. Jane can compose and send the message to the recipient knowing that it will be secure because her organization is part of the ONE Mail service and the recipient was selected from ONE Pages 28

How will ONE Mail help me? Share personal health information with other ONE Mail users, knowing the information is fully protected. Access management Faster transport Cost effective It gives you the confidence that the person to whom you send a message is actually the person listed – and nobody else. It lets you send personal health information electronically, allowing faster access to information to make clinical decisions. Reduced costs of alternative forms of communication such as faxing and couriering.

Collaborate securely anywhere and anytime ONE Mail is a communication tool providing the ability to transfer patient information to other healthcare partners (providing they are also participating in ONE Mail) in cases where faxes or couriers had previously been used. Now is a perfect time to think through current information flow processes for ways to become more efficient and secure through the use of ONE Mail.

Security Tip Copies of e-mails or attachments saved on your computer are outside of the ONE Mail system. Therefore: It is your responsibility to protect saved copies with sensitive content as you would protect paper records. Follow all privacy and security guidelines and legislation when sending personal health information by e-mail, just as you would when faxing or couriering paper documents.

Who do I contact for support or information? Contact your organization’s Help Desk as the first level of support at 684-6411 eHealth Ontario provides second level support to your Help Desk. For more information about ONE Mail: www.ehealthontario.on.ca Call eHealth Ontario Service Desk: 1-866-250-1554 Open 24/7 English/French Services Fax and E-Mail are for supplementary information

Summary of ONE Mail ONE Mail provides secure e-mail to you and other participating partners. You must ensure that the recipient’s e-mail address is listed in the ONE Pages when sending sensitive information. You are responsible for the security/ privacy of personal health information. Any messages/attachments saved on your computer are your responsibility. Treat electronic records as you would paper records.

QUESTIONS? www.ehealthontario.on.ca

For Blackberry users: Emails sent to you from a secure source (ONE mail) can be securely opened and viewed using your device. You can send secure emails from your device to ONE mail accounts. You can add ONE mail accounts to your device directory in the same way you would add any email address to a personal address book. However, you are not able to search the ONE pages address list as this functionality is not supported by the device