centricity ehr super user certification training...construction of a collaborative centricity emr...

Construction of a Collaborative Centricity EMR Super User Certification Program

Presenter: Jo-Ellen Hurley, MSHI

IS Training Coordinator

Centricity EMR Team

** This Certification Program is a Centricity Team Certification Program. It is not endorsed by GE or MedStar Health.

• Super Users: Required to attend three 4 hour sessions with a proficient score of 80% on 3 post-class assessments

• A record of completion of the program will be placed in the Super User’s Talent Manager profile

• The format is highly interactive to allow for collaboration among colleagues across sites and various locations

• It is recommended that each site has two certified Super Users

• The series of sessions is offered bi-annually

Centricity EMR Super User Certification Training

Overview

Who was behind the decisions?

• A Super User Committee was formed consisting

of:

– Content Team Manager

– Centricity EMR Trainer

– Director of Physician Partner Practices

– Director of the Centricity EMR Project from Medstar

Georgetown University Hospital

– Project Manager

3

Committee’s Process for Content

1. Trainer met with customers, Implementation Analysts, and Account Managers to determine customer needs

2. Trainer brought findings back to the committee during weekly meetings

3. Manual was developed addressing the topics that leadership and customers identified

4. Trainer created collaborative activities that fostered a learning community within the classroom in which all Super Users were able to share their authentic experiences with colleagues

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Identification of Super Users

• Account Managers

• Site Managers

• Self-Identification

• Other location

stakeholders

5

Announcement of the Certification Program

• Sent to all Centricity EMR

users

•Online registration

• 30 days advance notice

•Expectations of Super

Users

• 2 locations for 6 sessions

•Outline of content

• Managers cc’d on

confirmation6

Super Users Expectations

• >6 months on Centricity EMR

• Serve as first line of support to location

of care

• In-house trainer for new staff and

providers

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• Point of contact for upgrades

and announcements from the

Centricity EMR team

• Leadership communication

style

Session 1

Program Objectives

Meaningful Use

Introducing New Users to

the EHRClinical List

Updates

Communication & Troubleshooting

Session 2Generic Office Visit

Auditing Dragon Troubleshooting Troubleshooting

Prescribing Medications

Clinical Decision Support

Session 3Printing & Faxing

Documents

Handouts & Letters

Orders & Check Out Process

Chart Functions

Patient Portal

Session 1

• Participants: 110

• 6 sessions held

• 4 different locations

Assessment Score

Satisfactory 96%

Unsatisfactory 4%

Representation… 1st Series

8 Major MedStar Entities

Representation by EntityUMH

GSH

FSH

MPP North

HHC

NRH

MPP South

WHC

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Super User Feedback

“I have been with MedStar for several years, and have never been given the opportunity or forum such as this to learn from colleagues in other LOCs.

Thank you!” ~Anonymous

The Super User series will be

held bi-annually.Monthly Meetings will be held to continue the dialogue among Super Users.

• Volunteer Upgrades• Facilitators• Recorded WebExes• Updates with Tips

from Key Contributors

Can’t make the next Session?

You are welcome to join the next series of

sessions!

Where Do We Go

From Here?

Modifications to curriculum are

made per customer feedback

following each series.

• Activities are designed

primarily to foster

collaboration and to pull

on authentic clinical

experience

• Tickets were given to

volunteers throughout

the session

• Drawing at the end of the

session to win a

participation bonus

• Assessment and

evaluation were set up

online and available as a

hard copy for users to

complete

Icebreaker: Snowball Activity Write 2 or 3 sentences in each column that describe the indicated experiences

with Centricity. Be sure to write legibly so your partner can read what you have

written and introduce you properly to the group.Partner Number: 1

Length of time you have worked with Centricity: _____________

Name: ____________ Location:____________ Position: ______________

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Describe an ―Aha‖ moment

you had with Centricity (This

could mean something like

when things started to click

and make sense to you or

when you learned something

that you couldn’t wait to

share with your colleagues.)

Describe a funny

story regarding

your experience

with Centricity.

What do you hope to

learn from this

program?

What is Meaningful Use: KWL Chart

K

What do you

know?

14

W

What do you

want to know?

L

What did you

learn?

Centricity Homerun Hitters

–Alerts and Flags- what all new users need to know

–Newly discovered tips located in the Help button

–Managing documents on your desktop

–Latest learnings regarding updates and shortcuts in

Centricity 15

• Pictures of stadiums are placed

around the room

• Super Users count off and meet

in groups near their assigned

stadium to develop and design a

3-5 minute presentation by

collaborating with peers and

addressing the most important

aspects of the assigned topic:

Clinical Lists Update

This is a whole group discussion

and demonstration on the

functionality of the Clinical Lists

Update.

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Communication and Troubleshooting

No one would talk much in society if they knew how often they misunderstood others.— Johann Wolfgang Von Goethe

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Think, Pair, Share!

• Distribute ―Communication and Leadership‖ handout; Super Users

review the handout

• Think about aspects of effective communication and how they relate to

the role of a Super User

• Pair up with a neighbor and discuss the article

• Share with your neighbor an instance when communication was not

effective, and how the issue could have been resolved


(cont.)• Participants are grouped in triads

• There will be one recorder and two users in each triad

• Each triad gets a copy of the roles they will carry out during the

troubleshooting activity

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Users’ Role Description Recorder’s Role Description

Peers in the office Silent- Do not participate in the

problem solving between users

Both trying to solve the problem or

posed question together

Notes who speaks the most in the

problem solving

Work with purpose and urgency

with one another to get the

problem resolved

Notes any nonverbal language

exchanged (i.e. who holds on to the

mouse the longest, arms crossed

Value each other’s participation Records the flow of two way

conversation


(cont.)

Triads work through 3 scenarios in troubleshooting

each of the following sets of problems:

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Scenario 1: A & B are users, C is the recorder

1.1 Dr. Vanilla called out today and you are covering for her.

Adjust your view of appointments so that you can view your

appointments as well as Dr. Vanilla’s. Simply perform the

action and describe how this is done:

1.2 How can you change your default for your Fee Slips and

Letters ONLY without having to select it from the dropdown

menu of the Print dialogue box?

Hint: It only includes a series of 8 clicks for the entire process


(cont.)

20

Scenario 2: B & C are users, A is the recorder

2.1 Navigate to your Jacqueline patient’s chart and

join the office visit ―F/U Calculus Kidney‖.

• What is the error message that the popups give

you? (Forms are expired) How do you resolve

this problem?

• What happens if you do not resolve this issue and

you go into the update?

2.2. If orders are not printing, what steps should the

user take?


(cont.)

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Scenario 3: A & C are users, B is the

recorder

3. 1 How can you move to the next tab in

a patient’s chart without using the

mouse?

3.2 While in an update, you see

something that looks like the scenario

in the screen capture to the right

where the attachment window and

the favorites window appear to be

floating around the screen instead of

locked to the bottom left, what do you

do to fix it?

Hint: Logging out and back into

Centricity does NOT correct the

problem.

Recap, Assessment, & Evaluation

• Whole group review of the key points in this session

• Drawing for door prize from tickets for participation

• Complete a 10 question assessment

– Score of 80% or higher to progress to next session

• Evaluation

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Content

CurriculumAssessment

Evaluation

EMR Super Users

Session 2 Overview

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• More hands on, whole

group activities

• Step through an entire

office visit

• Auditing

• Dragon Naturally

Speaking Software

Troubleshooting

Session 3 Overview

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• Scanning: Docutrak

• MEL Trace

• My MedStar Connect- The

Patient Portal

• Handouts

• Letters

• Voluntary Upgrade:

Inbound ePrescribing

Questions?

– You may contact Jo-Ellen Hurley

[email protected]

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** This Certification Program is a Centricity Team Certification Program. It is not endorsed by GE or MedStar Health.