UCLA Health and Zoom: Navigating a Connected Digital Environment
In today's increasingly digital landscape, seamless and secure communication tools are paramount for healthcare institutions. UCLA Health, a leading academic medical center, has embraced Zoom as its primary platform for video and web conferencing. This strategic adoption enables its vast network of professionals to attend meetings, participate in classes, and connect with colleagues and patients remotely, fostering a more agile and responsive healthcare ecosystem. The integration of Zoom extends beyond basic conferencing, incorporating advanced features like AI-powered assistance and specialized applications for clinical workflows, all while emphasizing robust security protocols to safeguard sensitive patient information.
Getting Started with UCLA Zoom
For individuals affiliated with UCLA, establishing a Zoom account is a straightforward process designed for efficiency. To begin, users must first log in to create their UCLA Zoom account. Following account creation, the next step involves downloading the Zoom application, available for both desktop computers and mobile devices. Once the application is installed, users will encounter a "Sign In With SSO" button. Clicking this button prompts users to enter their company domain. For general UCLA Zoom access, the domain to be entered is "ucla."
A critical distinction exists for those within UCLA Health. To ensure the highest level of data protection and compliance with health regulations, UCLA Health personnel are directed to sign in at a specific portal: uclahs.zoom.us. This dedicated sign-in ensures that all communications and meetings conducted through this instance of Zoom adhere to the stringent requirements of HIPAA. The distinction in access points underscores UCLA's commitment to maintaining separate, secure environments for general academic and specialized health-related communications.
For those seeking to deepen their understanding and proficiency with Zoom, a wealth of resources is available. The "Zoom at UCLA" portal offers comprehensive information on how to effectively utilize the platform for various needs. To ensure optimal performance and access to the latest features, users are encouraged to visit the "Download Zoom" section to find the appropriate version for their specific device. Furthermore, "Zoom Training Resources" provide a range of tutorials and general instructions, catering to both novice and experienced users. Recognizing the importance of digital safety, "Zoom Security Settings" offers vital guidance on best practices for maintaining secure and private online meetings.
Enhancing Productivity with Zoom AI Companion
UCLA is at the forefront of integrating artificial intelligence into its communication tools, with the recent availability of Zoom AI Companion at UCLA. This innovative suite comprises three distinct generative AI tools designed to be seamlessly enabled within UCLA-hosted Zoom meetings. The core objective of Zoom AI Companion is to empower UCLA teams by significantly boosting productivity, facilitating enhanced connection and collaboration among teammates, and supporting the continuous improvement of professional skills.
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The AI Companion offers a range of features that can transform the way users interact with Zoom meetings. For instance, the "Meeting Summary" feature, a key component, leverages AI to automatically generate concise summaries of discussions, key points, and action items. This is particularly valuable in an environment with frequent back-to-back meetings, where retaining critical information can be a challenge. However, it is imperative to note that summaries generated by AI are not guaranteed to be entirely accurate and should be reviewed by participants. UCLA Health specifically advises that the Meeting Summary feature should not be used in any discussion involving Protected Health Information (PHI) or any other sensitive or Restricted Information (RI), as the data protection practices of external AI providers may differ from UCLA's own stringent standards.
Beyond meeting summaries, the AI Companion aims to streamline workflows and improve overall user experience. By automating certain tasks and providing intelligent insights, it allows healthcare professionals to dedicate more time to patient care and critical decision-making, rather than being bogged down by administrative burdens. The introduction of these AI tools signifies UCLA's commitment to leveraging cutting-edge technology to enhance efficiency and effectiveness across its various departments.
Navigating Clinical Workflows: CareConnect, Haiku, Canto, and Ambient Listening
UCLA Health utilizes a sophisticated suite of digital tools to manage patient care and clinical operations, with Zoom playing a role in facilitating remote access and communication. Central to this is CareConnect, a critical system accessible through Citrix. To access CareConnect remotely, whether from an office or home environment, users must first download and install Citrix. Comprehensive instructions for installing Citrix are readily available, guiding users through the process.
Upon successful installation of Citrix, users can log into CareConnect Remote using their Mednet username and password. It is important to note that multi-factor authentication via DUO is a mandatory requirement for this login process, adding an essential layer of security. The information accessed through CareConnect is highly confidential, encompassing patient medical records. Access is strictly governed by a "clinical need to know" basis. All online patient information inquiries and updates are rigorously monitored and audited, and users may be contacted to justify their access, reinforcing the commitment to patient privacy.
For departmental computer purchases, a structured request process is in place. To acquire a department-funded computer, a request must be submitted to either the ISS or DGIT purchasing department through a dedicated request ticket system. DGIT has also compiled a list of hardware recommendations to assist users in selecting devices that best meet their specific needs.
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Complementing CareConnect are Epic Haiku and Canto, handheld applications specifically designed to optimize physician review workflows. Haiku is engineered for compatibility with Apple iPhones, iPods, iPads, and Android smartphones, while Canto is tailored for the Apple iPad. Both Haiku and Canto provide physicians with detailed reports essential for making informed clinical decisions. Furthermore, these applications offer physicians the capability to view, and in some instances, interact with specific clinical information. Haiku and Canto are available as free downloads, accessible through the U App Catalog application.
To set up Epic Haiku and Canto on a mobile device, users must first download Intelligent Hub. Following the download and installation of Intelligent Hub, users will be prompted to enter specific server settings: Server - epicmobile.ccnet.ucla.edu, Path - haikuproxyprd, and HTTPS - turn it on. Epic Haiku offers the significant advantage of secure texting on mobile devices, providing enhanced flexibility for remote communication with colleagues.
Video Visits represent another crucial advancement, offering a secure method for physicians to connect with their patients remotely, when clinically appropriate. This eliminates the need for patients to travel to an office, hospital, or clinic. All that is required is a stable internet connection and a device with video and audio capabilities, such as a computer, tablet, or smartphone. This technology facilitates real-time, face-to-face discussions, mirroring the interactions of an in-office visit or bedside consultation.
Further enhancing clinical documentation is Ambient Listening, powered by Nabla. This AI-driven tool is available within CareConnect and Haiku for UCLA Health Outpatient Physicians. Ambient Listening automatically generates medical notes from patient-provider conversations, significantly streamlining the clinical documentation process. This not only helps clinicians save valuable time but also reduces their administrative burden, allowing for greater focus on patient care. Eligible Outpatient Ambulatory Physicians can now request a license for Ambient Listening (Nabla).
Zoom for Secure Communication and Collaboration
Zoom is not only a platform for meetings and classes but also a robust tool for secure communication and collaboration within UCLA Health. It can be used to schedule, start, and join HIPAA-compliant online meetings, ensuring that sensitive patient discussions remain protected. Beyond meetings, UCLA Health leverages other specialized applications that integrate with or complement Zoom's communication capabilities.
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UpToDate is a vital clinician decision support resource, providing evidence-based care information that empowers healthcare professionals to make informed decisions. Vocera Vina is another communication application that enables secure messaging, calls, and alerts, further enhancing the speed and reliability of communication within the healthcare setting.
Adapting to Zoom Toolbar and In-Meeting Changes
Zoom continually evolves its platform to enhance user experience and security. Recent updates to the desktop application have introduced a simplified toolbar and settings, making navigation more intuitive. Key changes include the relocation of the main navigation bar from the top to the left side of the application. This new left-side menu now houses primary tabs such as Home, Meetings, Contacts, and Surveys, providing a more organized layout.
Users also benefit from customizable tabs within this navigation menu. They can rearrange or hide items to better suit their individual usage patterns. Tabs that are hidden remain accessible through a "More" menu, ensuring no functionality is lost. A new quick action menu, represented by a plus (+) icon on the top toolbar, allows for rapid initiation of meetings or scheduling of events from anywhere within the application, regardless of the currently viewed tab.
In-meeting and webinar interfaces have also seen modifications designed to improve accessibility of tools and reduce on-screen clutter. The in-meeting/webinar toolbar now displays only essential controls for a more focused experience. Users can customize which tools appear by selecting "More" and then right-clicking or dragging and dropping desired tools to pin them. If a tool not currently pinned is used, it will temporarily appear in the toolbar.
Fortifying Zoom Security: Guarding Against Uninvited Attendees
As virtual meetings and learning environments have become increasingly prevalent, understanding and implementing best practices for using platforms like Zoom is crucial. Being an informed and empowered meeting host, and taking proactive precautions, is essential to reduce vulnerability to uninvited attendees and safeguard meeting content from disruptions.
A recent phenomenon known as "Zoombombing" describes interruptions and misconduct by uninvited participants aiming to disrupt Zoom meetings, courses, or webinars. This is often achieved by exploiting Zoom's screen-sharing feature to gain control of the displayed content. To combat this, UCLA has implemented and recommends several enhanced security settings for Zoom.
One key setting is "Require authentication to join." If a meeting is internal to Mednet users, restricting access to authenticated users is a strong security measure. However, if a meeting is expected to include external collaborators, this option should not be used; instead, enabling a password is the recommended alternative. "Require a meeting password" involves setting a password for guests to enter, which significantly increases security but necessitates the distribution of the password to attendees. The "Use the waiting room" feature provides hosts with control over when guests are admitted to the meeting, allowing them to monitor and individually approve participants.
Using "Personal Meeting ID" (PMI) requires careful consideration. While a Personal Meeting Room is always accessible with the same Meeting ID and personal link, it is not recommended for back-to-back meetings or with individuals not met with regularly. Once a participant has access to a PMI link, they can join at any time the meeting is active, unless the meeting is locked or the Waiting Room feature is utilized for individual admission.
Recommended Guidelines to Prevent Zoombombing
To effectively guard against Zoombombing, adhering to specific step-by-step instructions is vital. Control over screen sharing is paramount. As a host, understanding how to adjust settings during or in preparation for a meeting is essential. The default sharing setting has been established as "Host Only," which grants hosts exclusive permission to share content within their meetings. Locking the meeting is another critical step; once locked, no new participants can join, even if they possess the meeting ID and password. If an uninvited individual manages to join a meeting, they can be promptly removed from the "Participants" window.
UCLA Health and Zoom Phone: A Unified Communication Solution
UCLA Health is also leveraging Zoom Phone, a cloud-based phone service integrated directly into Zoom's communication platform. This integration allows users to make and receive calls using various devices, including desktop computers, mobile phones, and traditional desk phones. A softphone, which is a software program with calling and texting capabilities, is built into the existing Zoom app that UCLA utilizes for video conferencing.
Users have the ability to update their profile name at any time within the Zoom application, and it is recommended to ensure the Zoom application is up to date for optimal functionality. If using Zoom Phone on campus, connecting to the university WiFi network is advised, as this will prevent any impact on or charges to the user's data plan. Zoom has incorporated robust security measures to ensure that all phone calls adhere to best security practices, safeguarding user data.
Any Zoom user, including students, can voluntarily add their phone number in Zoom, even if they do not have Zoom Phone service. Shared lines are managed in three distinct ways: call delegation for users needing to answer another end user's phone; Shared Line Groups (SLG) for lines answered simultaneously by multiple users, such as main department lines, where the SLG number appears as a "button" on the Zoom phone app; and leveraging Zoom's multiple redundant data centers across the country. For optimal performance, users are advised to connect to Eduroam with their device and log in using their UCLA Logon ID and password. The user's phone number is visible within the Zoom application at the bottom of the page under the Caller ID.
While users can have Zoom Phone on multiple devices, they can only be signed into Zoom on one computer, one tablet, and one phone at any given time. Signing into an additional device of the same type will automatically log out the user from the first device. For instance, simultaneous use on a laptop, iPad, and iPhone is permissible.
A key distinction for UCLA Health customers is that the ability to send text messages (SMS) using Zoom Phone is NOT AVAILABLE. For UCLA campus customers, SMS is being rolled out on a rolling basis to new Zoom phone users. All softphone users from the Bruin Voice project already have SMS enabled.
When traveling outside the United States, Zoom Phone will continue to function as it does domestically. However, to make calls to countries outside the US or Canada, including the country being visited, an international calling plan is necessary. International Long Distance Call Rates will apply. To enable calling outside the US or Canada, this must be included in the user's workbook. Existing Zoom Phone users requiring international service should submit a request through the PCR-360 CustomerCenter.
Users can set their status to "Do Not Disturb" to temporarily block incoming calls. Zoom Phone also allows for seamless transitions between calls and meetings. Users can initiate a Zoom Phone call while in a Zoom meeting and then switch back to the meeting, or start a Zoom meeting while on a Zoom Phone call and then switch back to the phone call.
For UCLA campus customers, Zoom Phone can be used in conjunction with campus safety initiatives. UCLA has dedicated outdoor blue light phones, elevators, and panic buttons throughout campus for emergencies. It is crucial for users to ensure their emergency address is up to date within the Zoom phone app by navigating to Settings > Phone > Emergency Address > Personal Location or Address. Emergency dispatchers utilize this location information to identify the user's whereabouts if they dial 911 through Zoom Phone. The emergency address should reflect the current location where Zoom Phone is being used, particularly when using a laptop or desktop.
Regarding the migration of existing campus phone numbers, it is confirmed that existing campus phone numbers will be migrated to Zoom Phone.
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