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Assembling The Right Stuff: The Keys to Gathering and Supporting A Successful EHR Go-Live Support Team

Posted on August 16, 2017 I Written By

The following is a guest blog post by Jaime Jaimes, Instructional Writer at Conduent, Breakaway Learning Solutions). Check out all of the blog posts in the Breakaway Thinking series.

For just a moment, put yourself in the shoes of a provider who needs to work with a new EHR. You’ve known that the EHR go-live event was impending, and now it’s here. You took the training, slipped a little job aid booklet in your pocket, and think you’ve got everything under control. But once you’re on the floor, you hit a sudden roadblock. Rifling through your packet in hopes of finding an answer could waste valuable time. What you really need is a friendly face to calmly talk you through that first hurdle and get you back on track.

This scenario is the reason that some physicians are identifying at-the-elbow support as a vital part of successful EHR implementation. A confident support team can create a calm and stable environment for your staff as they learn the ins and outs of their new system. But structuring your support strategy is easier said than done. Fortunately, I was able to sit down and discuss some key go-live support elements with two of Breakaway’s client services managers: Adam Koch and Meredith Wheelock.  Between them, they’ve overseen countless go-live events for hospitals and ambulatory locations alike, and they have three key pointers for any team planning a new EHR implementation or update.

Start assembling your support team early

Creating a support team is a daunting prospect. In our experience, at least a 1:3 support-to-learner ratio is the ideal level of staff training needed for a go live, a number backed up by online research journal Perspectives in Health Management. Beginning your search for the right people early on gives you the time to vet potential team members, and ensure they have the necessary certifications and experience specific to your go live. While you can get a team together in a month, we recommend starting the process two months or more before the event so that you can identify the right people and make sure they are prepared.

This may seem like a lot of time to invest, but having this at-the-elbow support can actually save you time at go live. A support team member can resolve questions and frustrating issues quickly, which in turn allows your staff to return to their other duties. Plus, the fact that the question was resolved in-the-moment, and in the environment in which your staff will likely face the issue again, increases the probability of knowledge retention and improves their confidence in using the system.

Get everyone on the same page

Even though you’re assembling a team of experts familiar with your EHR, you still need to make sure they’re all following the same workflows. This ensures your support team won’t teach different workflows to different departments or locations. Learning your best practices also means there won’t be a conflict between pre-go-live training and at-the-elbow assistance. After all, your staff expects help when they approach a support team member. If they get advice that contradicts their training, they will walk away feeling even more confused and frustrated, hindering their adoption progress. As this EHR Intelligence article notes, “Critical to the project’s success is supporting physician EHR users the right way at the right time.” Taking the time to teach your support team best practices is the easiest way to make sure you’re supporting your team the right way.

Establish lines of communication

A go-live event is a big endeavor, and even the best support team will encounter a quirk in the system they haven’t seen before. It’s at these times where having a defined path to escalate problems and share the solutions you generate will keep your EHR’s implementation on track. For those first few weeks, a daily touchpoint meeting with your support teams and site super-users can prove invaluable, as it allows everyone to identify pain points, troubleshoot issues, and come away with one clearly identified solution. Having this coordinated effort and standard way of communicating is critical for organizations large and small, and helps guarantee that even when a larger problem arises, your team doesn’t grind to a halt as you try to figure out the solution.

Your at-the-elbow support team is just one part of the successful go-live puzzle, but it’s a piece that can mean the difference between a frustrated staff and one that’s confident that this new EHR is just another part of their day.

Conduent is a sponsor of the Breakaway Thinking series of blog posts. Breakaway Learning Solutions is a leader in EHR and Health IT training. Download their Free Whitepaper “Leadership Insights: Gaining Value from Technology Investments.”

Simulation-Based Education: The New Paradigm in Healthcare Technology – Breakaway Thinking

Posted on July 19, 2017 I Written By

The following is a guest blog post by Heather Haugen, PhD, Managing Director and CEO at The Breakaway Group (A Conduent Company). Check out all of the blog posts in the Breakaway Thinking series.
Heather Haugen
Imagine a warehouse filled with classroom training sessions running simultaneously, hotel lobbies packed with consultants checking in and out at the same time, overrun parking lots, buses shuttling employees off campus, and more. These are the harsh, yet common challenges healthcare organizations face with classroom training – a predicament explored in the second edition of Beyond Implementation: A Prescription for the Adoption of Healthcare Technology. As the book explores the real-life headaches of classroom training, it calls on healthcare leaders and organizations to embrace a new education paradigm.

Today the healthcare industry has made considerable advances in technology. Enterprise applications now offer more features and functionality than ever before. Analytics programs, telehealth platforms, mobile health applications – each represents one of the many innovations changing the face of our industry. Yet despite these advances, classroom training remains one feature that has yet to change, a feature deeply-engrained in the habits, mental models, and beliefs of the industry. Healthcare executives already face significant pressure from making multi-million-dollar investments in clinical information systems. Changing how users are educated disrupts another component of healthcare for which executives become solely responsible, and must address and manage.

Despite the strength of the status quo, Beyond Implementation calls for healthcare’s departure from the classroom training model, as research highlights its ineffectiveness for teaching learners how to use new technology – a reason why most industries have abandoned or redesigned the model. Instead of face-to-face instruction, the book recommends healthcare organizations take a simulation-based approach to education, which provides learners with hands-on experience completing their workflows in a simulated EHR. The value of simulation-based education was first proven in the commercial airline industry. Like healthcare today, the airline industry experienced significant disruption through technology as the industry transitioned from analog to flight control systems. Unable to educate pilots quickly enough, the industry developed flight simulators that provided hands-on training that was relevant, accessible, repeatable, and sustainable. The new education model produced impressive learning outcomes, which is why the book argues for a similar model to be applied to healthcare.

Unlike classroom training, simulation-based education is more personalized and targeted. Education is role-specific and teaches learners how to complete their daily tasks in a simulated EHR environment. Users learn to complete their daily tasks according to best practice workflows guided by real-life clinical scenarios that increase relevancy, retention, and engagement. One significant benefit is users accumulate experience in the application without risks to patient safety. They also access their education at a time most convenient to them, as education is accessible 24/7 anywhere there is an internet connection. The accessibility of simulation-based education eliminates the headaches and costs of renting out warehouses, hiring trainers and consultants, scheduling staff to attend three eight-hour training sessions, and more.  It’s no wonder why simulators are shown to improve confidence and knowledge in the system – which are key indicators of proficiency.

Considering the challenges and opportunities facing healthcare organizations, the need for a better education paradigm is apparent. Now more than ever, our industry is grappling with the challenges of swapping their legacy systems with new enterprise applications, which research has shown brings significantly greater challenges than the switch from paper to electronic. In addition to new strategies around leadership and other areas, organizations must provide education that helps users make the transition from old workflows, keyboard shortcuts, and habits more quickly and seamlessly. Our industry is also beginning to focus on improving outcomes through technology, a trend that requires organizations to create a workforce of proficient users efficiently and effectively.

In every aspect, healthcare stands to benefit by replacing its analog approach to education. Whether reducing costs or improving knowledge and confidence in the system, the argument for classroom training is obsolete. It’s time that our industry embrace a new model that reflects the level of innovation healthcare leaders and professionals are working so hard to adopt.

Conduent is a sponsor of the Breakaway Thinking series of blog posts. The Breakaway Group is a leader in EHR and Health IT training. Download their Free Whitepaper “Leadership Insights: Gaining Value from Technology Investments.”