National Association of Healthcare Transport Management 2016 Annual Conference

When the Change is “Epic”…. Preparing for a New Electronic Health Record

September 22, 2016Atlanta Marriott Buckhead Hotel & Conference

Center Atlanta, GA

Presenter: Shanicca Joshua, M.Ed.

Senior Educational Specialist

Patient Resources Administration

Phases of Implementation

Pre “GoLive”

“GoLive”

Post “GoLive”

Learning Objectives

At the conclusion of this session, participants will be able to:

• Understand the role of the institution and the department in the transition to an electronic health record management system

• Identify key elements necessary for training and preparing Patient Transportation staff for a transition to an electronic health record management system

• Understand need for ongoing assessment of departmental and institutional changes based on efficiencies gained or lost post transition to an electronic health record management system

MD Anderson Cancer Center

One place…

OneConnect

MD Anderson Cancer Center

Established Roles• SuperUser – Departmental

• EndUser – Departmental

• At the Elbow – Institutional Staff, Epic Staff and Outside Contract Agency Staff

• Zone Leads – Outside Contract Agency

Pre “GoLive” PreparationsInstitutional and Departmental

Institutional Pre “GoLive” Timeline

April 2014 – Epic Staff on Site

May 2014 through May 2015 – Institutional Subject Matter Expert (SME) Meetings, Validation Sessions with Epic Staff and Off-site Visits

June 2015 – Registration Specialist Training and SuperUser Informational Sessions

August 2015 – Registration Specialist Refresher Sessions

September 2015 through February 2016 – Departmental SuperUser Training Sessions

February 2016 – SuperUser Refresher Sessions

Departmental Pre “GoLive” TimeLine

August 2015 – SuperUser Group Identified

September 2015 through January 2016 – Super User Training Sessions

February 2016 – SuperUser Email Group Established; SuperUser Coverage Schedule Established; SuperUser On-Call Schedule Established; EndUser Training Sessions; “Let’s Go-Live” Bulletin Board; Daily Formal Team Huddles; Daily SuperUser and EndUser Email Updates; Mock Downtime Procedures

March 3, 2016 – Downtime Procedures

March 4, 2016 – “GoLive”

February 2016 SuperUser and EndUser Email Communication

February 2016Formal Team Huddle Topics

Tip Sheets

Ticket to Ride (TTR)

IVR Prompt Badge Inserts

Downtime Procedures

Transport Process Flow

“Let’s Go Live” Bulletin

Board

February 2016Departmental SuperUser and

EndUser Accountability

Pre “GoLive” Checklist• SuperUser

• EndUser

“GoLive”Institutional and Departmental

Institution-wide Support Triad During “GoLive”

SuperUser(Departmental)

Zone Leads (Outside Consulting Firm)

At the Elbow Support (Outside

Consulting Firm and Epic

Staff)

Patient Resources Support Triad During “GoLive”

SuperUsers2 DispatchersAll Leadership

Team Members

Zone Leads

1 consultant from outside consulting

firm

At the Elbows1 consultant from outside

consulting firm

Unscheduled Absences During “GoLive”

Institutional Plan• Department notification

• Command Center notification

Departmental Plan• SuperUser coverage 24 hours

• On-call coverage

Institutional SuperUser Role in Tech Support During “GoLive”

OneConnect Issue Ticket• Command Center phone contact

• Critical or High Priority

• Self-service portal

• Medium, Low or Optimization Priority

Institutional SuperUser Tech Tools During “GoLive”

Snipping Tool

Institutional Communication Plan to SuperUser Group During “GoLive”

Townhall Meetings (twice

daily) “Go Time” blog posts

OneConnect Central

OneConnect Action Items

(weekly) groupme app

SuperUser Group Communication to Colleagues During “GoLive”

Sample:

Hello,

Thank you for your message. As a OneConnect SuperUser, I am currently supporting the OneConnect go-live and have limited availability to respond to email.

For assistance with Patient Transportation, please contact <back up person> at <contact information>.

My best,

Shanicca A. Joshua,

M.Ed. Sr. Educational

Specialist

Patient Resources SuperUser Group During “GoLive”

Dispatchers• 2 Tenured staff with a minimum 95% attendance

record

Leadership Team• 5 Supervisors

• 1 Sr. Educational Specialist

• 6 Supervisors

• 2 Managers

• 1 Associate Director

• 1 Director

Patient Resources SuperUser Areas of Concern During “GoLive”

Training Gaps with Transport Dashboard across Areas

• Transport Request Time Option

• Multiple Transport Requests from Single Area

• Areas Unable to View Transport Dashboard

Ticket to Ride Procedural Discrepancies

Patient Resources EndUser Group During “GoLive”

Dispatchers (Institutional Training Provided)• 9 staff

Patient Escorts (Departmental Training Only)

• 120 staff

• New staff

• Tenured staff

• No trainees

Patient Resources EndUser Areas of Concern During “GoLive”

IVR System Updates

Ticket to Ride Procedural Discrepencies

Increased Frequency of Transport

RequestsDecreased Downtime Between Transport Requests

Roundtrip Transport Procedures

Post “GoLive”Institutional and Departmental

Institutional Updates and Changes Post “GoLive”

Blackberry to iPhone Device Transition

Quarterly Scheduling of EndUser Training Sessions

Departmental Updates and Changes Post “GoLive”

Staffing Analysis and Staffing

Changes Training Additional Staff as

EndUsers• Dispatcher Cross-Training Only

• Monthly Training Offering by Institutional Training Team

• Sr. Educational Specialist Credentialing as Epic Trainer

Questions

Contact Information

Shanicca A. Joshua, M.Ed.Senior Educational Specialist of Patient

Resources University of Texas M.D. Anderson Cancer Center 1515 Holcombe Blvd

Unit 0330Houston, TX 77030

Office: (713)745-5824sajoshua@mdanderson.org