TELUS EMR Practice Consulting. TELUS Health: Sonny Sull and Ryan Everitt South Calgary PCN: Oliver Schmid

Transcription

1 TELUS EMR Practice Consulting TELUS Health: Sonny Sull and Ryan Everitt South Calgary PCN: Oliver Schmid

2 Agenda Introductions Practice Consulting Overview Current State and Success South Calgary PCN Experience 2 Confidential

3 1 Introductions

4 Introductions Practice Consulting Team within the Company Over 80 years of Health Care experience Health Business Consultants and Senior Client Service Management Delivering Training Content and Supporting Clinical Needs Program and Project Management Experience 4 Confidential

5 Organizational Overview 5 Confidential

6 2 PCS Overview

7 Practice Consulting Services Overview Workflow Analysis and Optimization Custom Advanced Training Billing Optimization Site Technical Consulting Onsite Change Management Activities 7 Public

8 Workflow Analysis and Optimization Assessment and Understanding of Clinical EMR Usage Current State and Future State process mapping Custom Content creation Supporting Remote and Onsite Analysis 8 Confidential

9 Custom Advanced Training Assessment and Understanding of Clinical EMR Usage Advanced EMR Content Delivery Examples: Chronic Disease Management Panel Management EMR Security Physician Workdesk for Staff (P4S) 9 Confidential

10 Billing Optimization Assessment and Understanding of Clinical EMR Usage High Return on Investment Supporting Provincial Billing Requirements Incentive Billings Third Party and Private Reporting 10 Confidential

11 Site Technical Consulting Assessment and Hardware Review Hardware Qualification Network Performance Multi Location Enablement Speed Performance Benchmarking 11 Confidential

12 Onsite Change Management Activities Assessment of current environment Supporting EMR Adoption Coaching and Mentoring for Best Practices Go Live Support EMR Troubleshooting Technical Liaising 12 Confidential

13 All begins with the assessment Remote and Onsite availability Finalized Report Clinical Drivers Assessment Recommendations Highlights Return on Investment 13 Confidential

14 Overall Approach Understand the clinical drivers Analysis/Assessment (investigative) Recommendations Action plan 14 Confidential

15 Assessment Tools Case Analysis Tools Return on Investment (cost savings) Technical Performance Workflow Analysis 15 Confidential

16 3 Current State

17 Current State and Success with PCS Over 80+ projects across BC and AB Approval to build the program cross Platforms MedAccess PS Suite 17 Confidential

18 Practice Consulting Statistics Category Results Interaction with Health Business Consultant Top 2 Box TELUS Health was successful at improving relationship with customer Customers indicated being able to use EMR more effectively 100% 95% 94% Likelihood to Recommend 82% Clinics wanting additional consulting services in the future. 95% 18 Confidential

19 Practice Consulting Projects/Comments Visits like these keep us focused on full EMR utilization Support for Billing Optimization Please I Just wanted to say how helpful it was to have a Health Business Consultant stop by the office yesterday we really appreciated picking their brains about some of the questions/issues we have had about the software. I think it is a great service. 19 Confidential

20 Introduction of South Calgary PCN SCPCN has been with TELUS since: Managed Clinics (4 main services) 3 x onsite Practice Consulting visits Workflow Analysis and Change management Custom Training Plan for super users 20 Confidential

21 Oliver Schmid (PhD) South Calgary PCN Director of Evaluation and IM&T

22 SCPCN experience with Practice Consulting The Need: Clinic Consolidation The Approach: TELUS Health PCS Engagement The Current State: Where are we now? The Future State: Where do we want to be? The Benefit: What did the PCS Team bring? 22 Public

23 1 The Need: Clinic Consolidation

24 The Need: South Calgary Primary Care Network SCPCN is a growing PCN with (currently) 220 member physicians 4 managed clinics Multiple centralized services and service models within 3 EMR databases Family practice Low Risk Maternity Diabetes Management Chronic Disease Management Counselling Pediatric Weight Management Nutrition Counselling Others Ave. 380 incoming referrals and 1,700 visits per month 24 Public

25 The Need: What is the Issue No room to expand 25 Public

26 The Need: What is the Resolution Consolidate all clinics into 1 large space 26 Public

27 The Need: Resource Optimization Going from ALL things for 1 clinic To 1 thing for ALL clinics 27 Public

28 The Need: What to do with the 3 EMRs Option 1: Keep 3 EMRs Option 2: Start entering into 1 EMRs Option 3: Engage TELUS for Feasibility Study of 1 EMR 28 Public

29 The Need: Project Roadmap Buildt Clinic Process Redesign Clinical Processes EMR Vision Training Goal Database Merge 29 Public

30 The Need: Project Overview Consolidate 3 Wolf EMR databases into 1 Setup Clinical & Corporate Network at new clinic Equipment and connection to TELUS data centre 30 Public

31 2 The Approach: TELUS Health PCS Engagement

32 The Approach: TELUS Consultancy Team Sonny Sull EMR Consolidation Program Manager Rob Harris Senior Project Manager Karen Loukota Systems Engineer Specialist Ryan Everitt EMR Trainer Erik Christensen Merge Tool Developer Shannon Cotter Networking Project Manager Rod Taylor Account Manager 32 Public

33 The Approach: SCPCN Project Team Lonnie Ellis Project Manager Vinh Huynh IT Manager Valerie Moldowin EMR Trainer Sarah-Joy Haggstrom EMR Optimization Lead Bekki Tagg EMR Analyst Theresa Cooke Assistant Clinic Manager Oliver Schmid Director IM&T 33 Public

34 The Approach: Current State Assessment Current State Assessment Public

35 The Approach: Current State Assessment Karen Loukota (TELUS Systems Engineer Specialist) Interview cross section of staff, providers and physicians covering all roles and responsibilities Mapping out all EMR workflows across all clinics 25 different workflows Performed June/July Public

36 The Approach: Feasibility Study Current State Assessment Feasibility Study 36 Public

37 The Approach: Multiple Clinical Business Models SCPCN has a two state business model Family Care Clinic Family practice with physicians Standard stable patient panel 37 Public

38 The Approach: Multiple Clinical Business Models Low Risk Maternity Clinic Health Management Clinic Time 2 Talk Specific care pathways with transient panels 12 months 6 7 months 6 weeks Intake Appointment Appointment 2 Appointment x Discharge Appointment 38 Public

39 The Approach: Frequent Patient Panel Changes Family Care Clinic 39 Low Risk Maternity Clinic Public Time 2 Talk

40 The Approach: Patients in Multiple Panels Family Care Clinic 40 Low Risk Maternity Clinic Public Time 2 Talk

41 The Approach: TELUS Future State Suggestions Current State Assessment TELUS Future State Suggestions Feasibility Study 41 Public

42 The Approach: TELUS Future State Proposals 42 Public

43 The Approach: Review & Select Future State Current State Assessment TELUS Future State Suggestions Feasibility Study Review & Select Future State 43 Public

44 The Approach: Review & Select Future State Not all Workflow Recommendations could be adopted Move to 100% e-referral is not yet possible due to physicians in network being on non-wolf EMRs Do not print day sheets /referrals not possible due to secondary data capture for Business Intelligence work 44 Public

45 The Approach: Re-Design EMR Workflows Current State Assessment TELUS Future State Suggestions Re-Design EMR Workflows Feasibility Study Review & Select FutureState 45 Public

46 The Approach: Re-Design EMR Workflows Current State Future State 46 Public

47 The Approach: Define Data Standards Current State Assessment TELUS Future State Suggestions Re-Design EMR Workflows Feasibility Study Review & Select FutureState Define Data Standards 47 Public

48 The Approach: Define Data Standards SCHMC SCFCC SCLRM HMC New Patient New Patient new pat HMC Office Patient Office Patient Office Patient HMC Left Practice Acute Care Patient Acute Care Patient Deceased Long Term Care Patient Long Term Care Patient RR- HMC Re-Referred Left Practice Left Practice PR- HMC Discharged- Patient Request Housebound Housebound NC- HMC Discharged- Non Compliant Deceased Deceased NI- HMC Discharged- No Initial Member Discharged PC- HMC Discharged- Program Complete Eagles Med Pts Unattached-Now Attached GI Patient Dr 1 Previous Pt Refer to OB GI Discharge Inactive Patient Not Accepted Nutritional Services Patient Dr. 1 PT Found FP Discharge Nutritional Services Dr. 2 PT Not Our Patient Pediatric Wellness Program Dr. 3 PT Never Seen Discharge - Pediatric Wellness Program Pediatric Kids in Care Transferred to OB Inactive Patient Home Safe South Miscarried COST RD Dr. 4 PT Before EMR Time To Talk new Patient Never Seen Hearing Impaired T2T Discharged Path To Home Pelvic Floor T2T Lost to Follow Up Dr. 5 PT T2T Never Seen HSS Never Seen T2T Discharged-Provider Left PTH Discharged T2T Discharged- patient request HSS Discharged Nutrition Services NEVER SEEN PWP Never Seen Pharmacy Pharmacy Discharged Pharmacy Never Seen 48 Public

49 The Approach: Define Data Standards SCHMC SCFCC SCLRM HMC New Patient New Patient new pat Time To Talk new Patient 49 Public

50 The Approach: Develop EMR Merge Strategy Current State Assessment TELUS Future State Suggestions Re-Design EMR Workflows Develop EMR Merge Strategy Feasibility Study Review & Select FutureState Define Data Standards 50 Public

51 The Approach: EMR Merge Strategy Erik Christensen (Merge Tool Developer) Select target system Define what to do with historical referential data Leave as is Override with future data standards Merge instances 1 by 1 or all together Log what requires manual migration Document all decisions and sign-off 51 Public

52 The Approach: Develop Training Strategy Current State Assessment TELUS Future State Suggestions Re-Design EMR Workflows Develop EMR Merge Strategy Feasibility Study Review & Select FutureState Define Data Standards Develop Training Strategy 52 Public

53 The Approach: Train the Trainer Ryan Everitt (TELUS EMR Trainer) TELUS designed comprehensive custom training plan for local EMR trainer and EMR Improvement Lead 3 sessions of 2 days split over 6 weeks SCPCN sandbox environment for testing and familiarization 53 Public

54 The Approach: Internal Expertise Development Before After 54 Public

55 The Approach: Training Plan 61 total SCPCN staff to be trained 4 Managers 9 Nurses 11 MOAs 21 Allied Health Providers 17 physicians Most have no previous formal EMR training Customized training sessions by staff type Group sessions and on-on-one 55 Public

56 The Approach: Test Merge Tool Current State Assessment TELUS Future State Suggestions Re-Design EMR Workflows Develop EMR Merge Strategy Merge Testing Feasibility Study Review & Select FutureState Define Data Standards Develop Training Strategy 56 Public

57 The Approach: Same Patient in Multiple EMRs EMR1 EMR2 57 Public

58 The Approach: Same Patient in Multiple EMRs 58 Public

59 The Approach: Similar Patient in EMR 81.3% Match Do you want to merge this patient? 59 Public

60 The Approach: EMR Merge 60 Public

61 The Approach: What s in the Box 6,947 active patients 1,306 Low Risk Maternity 2,535 Chronic Disease Management & Mental Health 3,106 Family Practice 34,508 inactive patients 12,663 Low Risk Maternity 7,010 Chronic Disease & Mental Health 14,835 Family Practice 494 SMART Forms 61 Public

62 3 The Current State: Where are we now?

63 The current State: Where are we now? EMR team has been trained (Oct 2015) Merge strategy has been defined (Sep 2015) First test merge executed (Nov 2015) Workflows have been re-designed - awaiting sign-off Data standards have been developed awaiting sign-off Training schedule has been developed (Jan 2016) TELUS onsite support has been scheduled Go-live has been set (Feb 2016) 63 Public

64 4 The Future State: Where do we want to be?

65 The Future State: Where do we want to be? Current State Assessment Future State Development 2015 Nov 2015 Dec 2015 Jan 2016 Feb 2016 Mar 2016 Sign-Off Future State Train EMR Team Test Merge (test environment) Data Cleansing & Manual Migration Train Staff & Providers EMR Merge (live) Physical Clinic Move 65 Public

66 5 The Benefit: What did the PCS Team bring?

67 The Benefit: Team Work Bi-weekly project calls with PMs Weekly EMR Merge calls and constant Q&A access to system developer (Erik) Expert Wolf capabilities/limitations knowledge Comprehensive custom made and flexible training plan from Ryan (the EMR team/girls loved this part) Constant access to Systems Engineer (Karen) Early start Network project kick-off Smooth behind the TELUS scenes coordination of projects Pro-active project input from TELUS team Break training into multiple sessions` How to handle different clinical business models Onsite change management support during migration Direct access to key staff to resolve project issues during go-live Programmatic bulk data corrections Training support Etc. 67 Public

68 TELUS Health PCS To learn more about PCS: Feel Free to Connect with us at the conference this weekend Please take a PCS Brochure and Case Study 68 Public

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