Back to Basics EMR Implementation. Presented by: Jennifer R. Wright

Transcription

1 Back to Basics EMR Implementation Presented by: Jennifer R. Wright

2 Implementing an EMR is not just an implementation it is a transformation.

3 So how do we replace the seats on a plane that s already in flight

4 Working Together Project Roles: Practice Manager Site Manager Super User Site Physician Lead Physician Champions Drs. Kirkman & Fraker Implementation Specialist EMR Support Analysts PSA

5 Understanding the Process: Project Kick-Off Site Managers and Super Users: Attend Project Initiation & Super User I (PreLoad) Class 4 hour Eisenhower Taught by the EMR Implementation Specialist Hands on training in a classroom setting

6 Site Specific Binder Includes: Copy of Completed Site Assessment Go Live Checklist E Calendar (site specific) Scanning Matrix Patient Summary List (Abstract Forms) Workflows Developed by Operations & EMR Team Downtime Policy EMR Contact List HMG EMR Website

7 Super User Training: Training Requirements: Super Users should have: In depth knowledge of practice workflow Good communications & trouble shooting skills Comfortable working on a computer They should know their Responsibilities: Provide training on preload Participate in training of other staff members First line of defense for site staff Provide go live support (someone covers for them on go live week) MA Super User will attend MA and Provider training MR Super User will attend MR training Attend training sessions with implementation group prior to their assigned practice go live Assist with go live support of prior implementation group Participate in training of their group as a class moderator Assist with go live support for their group

8 Physician Project Initiation Physicians: Attend 4 hour Initiation Session kicked-off by Dr. Fraker And taught by the EMR Implementation Specialists Hands on Eisenhower using their equipment (a choice of either a Lenovo laptop or Fujitsu tablet)

9 Communication is Key: Be involved with your staff & providers Ask for their thoughts & ideas As a practice walk through the workflows prior to your Go Live to understand your future state Practice Managers should bring site suggestions and concerns to Operations Decisions made by the EMR Working group will be disseminated back to the sites via the Practice Managers

10 Our Commitment to Communication Implementing an EMR is not just an implementation it is a transformation. Staying in touch: EMR Website EMR Newsletter Alerts Weekly Readers FAQs Actively taking any feedback from live Practices

11 Questions???

12 4 Things you can do now: Clean up problem & medication lists Begin utilizing the Patient Summary List (Abstract Form) Clean up your demographic info Identify users (staff and/or providers) who may need Basic 101 Computer courses early so those skills can be developed before they attend EMR training

13 Back to Basics EMR Support Presented by: Greg Witte

14 EMR Support We want to take you from this.

15 EMR Support To this.

16 EMR Support Team Structure EMR Support Analysts EMR Implementation Analysts

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18 EMR Support Team Structure Greg Witte Clinical Applications Manager Sandy Johnson Implementation/Interfaces Nydia Berrios - Implementation Wendy Martinez Implementation Lynn Stevens Application Maintenance/Support Melissa Freytis Application Maintenance/Support Silvana Henley Development/Support Tom Fredrickson Development/Reporting/Support Dorian Jones Meaningful Use/Support

19 What do I do when I need assistance? EMR On-Site Go-Live Support Transition to EMR Support EMR On-Call Coverage/After Hours Support SDE (coming soon)

20 EMR Support Priority Description Business Hours Response Time 1 Urgent System outage or clinical issue with no workaround. Response Medium 30 Minutes Call Request/Call Response 2 High System issue or clinical issue with a cumbersome workaround. 60 Minutes Call Request /Call Response 3 Medium System issue or clinical issue with a functional workaround. 8 hours Request/ Response 4 Low Change request. 16 Hours Request/ Response 5 Project Enhancement request. Not specified Request/ Response

21 EMR Support Incoming Call or HD answers call or creates ticket from & triages incident Ticket assigned to EMR Support Ticket Closed First touch resolution, ticket closed Ticket opened with vendor Issue resolved, user contacted Password Network Citrix Printing Desktop issues Known issue / bug Hot fix applied

22 Questions you might be asked Your User ID or the one that the issue is affecting Is it affecting anyone else? Does this work outside the application (ex: print/fax)? What Citrix server? (how to check ) Can you get to the internet? Are other applications slow? Can the issue be replicated? When did this first start happening? Are there any error messages? Get screen shots if possible A good call back number and time when you are available Patient /Dr./encounter info that it is affecting so it can be looked at by vendor Is it a work stoppage or clinical data integrity issue?

23 Why do we need tickets opened? issues (accountability) First Touch Triage PTO Discrete data for metrics Response time Root cause (password reset, user training, vendor issue/bug, Citrix/network, Maintenance, Change request) Volume Knowledge base build

24 Questions???