The Human Side of. Using Baldrige Excellence Strategies in Transforming How Work is Done. Electronic Medical Record. Mercy Health System

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1 The Human Side of Electronic Medical Record Kathy Harris, Vice President Human Resources & Organizational Development Using Baldrige Excellence Strategies in Transforming How Work is Done Electronic Medical Record Organizations Don t Make Change Happen People Do Mercy Health System 64 locations 24 communities 2 states- WI & IL 4,000 employee partners 380 W2 physician partners 39 Clinics MercyCare Insurance Wholly owned insurance Co. Major Post-acute & Retail Services 3 Hospitals Post Acute/ Retail Mercy Quest EMRUniv of MN

2 Mercy Health System Service Area Using Baldrige in EMR Roll Out Approach Plan Design Deployment Support Learning Improvement Integration Meaningful Use People Make Change EMR Teams Board of Directors Approve 16.8 million investment Executive Leadership Support EMR Steering Committee (Design and Deploy) Clinician Champions Physician Advisory Committee Involved and Engaged IS Leadership Users Mercy Quest EMRUniv of MN

3 Mercy EMR Time Line Plan 2005 Start in Physician Clinics Design 2006 Research, Select Vendor, Budget Deploy Clinic i EMR Roll Out 2007 Continue Clinic EMR Roll Out 2008/9 Plan and Design 2010 Hospital Deploy Hospital EMR 2011 (May 12) Setting A Vision Goals of the Electronic Medial Record All patient health information electronically available to Mercy providers in any location Integration of information easy access to patient information from multiple systems Patient identification across applications Exceeds industry standards and best practices for functionality, interoperability and security Convenient access to electronic patient information for Mercy providers and caregivers Single sign on Interfaced or integrated systems Portals single location for relevant patient information Setting A Vision Goals of the Electronic Medial Record Electronic patient information available with appropriate security Unique logins for each user Convenient and easy patient access to their own electronic information Clinical information and results Appointments Billing information and payment Non employed Mercy Providers Access to patient appropriate patient information who care for Mercy patients in Mercy facilities Mercy Quest EMRUniv of MN

4 EMR In Integrated System Physician Clinics Patient Outpatient Centers Health Insurance Hospitals Post Acute Retail Services Service Excellence During EMR Learning to use the EMR Show Excitement Explain Patient Benefits of EMR Acknowledge EMR is New Apologize / Excuse Learning Optimize Interactions Face Patient Maintain Eye Contact Askopen ended questions While documenting explain what you are doing Optimize the use of educational materials and info What Not to Do. Put your back to the patient. Talk to the computer Not engaging the patient with your medical record Complain about any difficulty / dislike with the EMR Engaging Patients Mercy Quest EMRUniv of MN

5 System Dashboard EMR EMR and Meaningful Use Leadership IS & Team Measurement and Goal Setting Drives Performance Department Reports All Areas Involved Steering Committee Accountability Systems Report Cards & PIP Clinicians Hospitals Clinics PIP & Appraisals Learning Training resources, lesson plans, class scheduling Physician acceptance and support Interfaces (legacy systems, multiple interfaces) and testing Workflow design and build (decision to stay with the Epic model system {very limited changes} which helped to fast track some of the design and build challenges Physician Order Sets Hardware selection and location (patient rooms, hallways) Learning CPM (nurse care plans). Elected to install a 3 rd party product for care planning at the same time Implementing an enterprise document imaging system and replacement fetal monitoring system Cutover planning and tasks Go live and post Go Live support model Test, test, test, and test some more Mercy Quest EMRUniv of MN

6 Mercy s Journey Continues Questions? Thank You - For More Information Contact Kathy Harris Phone: Mercy Quest EMRUniv of MN

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