Super User Huddle #1 Orientation - Academics: BJCWC, BJH, SLCH, WashU FPP - Epic1.org

 
Super User Huddle #1
Orientation
                              One patient. One record.
Academics:
BJCWC, BJH, SLCH, WashU FPP

January 2018
Meeting Agenda
 Topic                                     Duration (min)   Presenter

 Epic Program Overview                     10               Ken Woodward

 Roles and Responsibilities                10               Randy Grams

 Role of Super User in End User Training   10               Randy Grams

 Making the Most of Training               10               Ken Woodward

 Engagement Timeline and Activities        10               Ken Woodward

 Questions                                 5                All
Epic Program
  Overview
What is Epic?
A single electronic healthcare record system allowing clinicians and staff to
document and view patient information in one portal.

 Improved safety and quality in patient encounters                                 In-Patient

 Efficient charting and documentation tools

 Easier registration and scheduling                                                  One
                                                                    Revenue
                                                                     Cycle*          System      Ambulatory
 Comprehensive view of patient history

 Enhanced communication tools

                                                                                     Ancillary
 Information sharing between providers and patients

Epic’s software is patient centered and offers us the best opportunity to realize our
vision of enabling BJC & WUSM caregivers to deliver world class care and service to
our patients and families.
 * During our initial go live sequence, BJC Medical Group & Washington University
 Physicians will implement Epic EHR revenue cycle module.
Program Vision and Guiding Principles
 Program Vision                                                                        Vision
 Enable BJC/WUSM caregivers to consistently provide world class care
 to our patients and service to their families by providing reliable,
 usable, and integrated clinical information systems.
                                                                               Guiding
 Program Guiding Principles                                                   Principles

 Do what is best for our patients and their families
 • Focus on safety, clinical outcomes, and our commitment to quality
 • Enhance the patient/family experience and increase patient satisfaction
 • Design workflows in a patient-centered manner, emphasizing care coordination, and continuity
 Do what is best for our providers
 • Optimize clinician experience, prioritizing the best use of their time
 • Engage practicing providers and frontline clinicians throughout the process to ensure
   operational success
 Do what is best for the enterprise
 • Standardize processes, workflows, and content to the fullest extent possible to reduce
   variations in care and ensure provision of evidence-based care at all times
 • Leverage the Epic foundation system and focus on best practices
 • Weigh decisions against scope, timeline, and budget
Program Implementation Approach
                                                                                                          WE ARE HERE

                                                                                      Post-Live              Long-Term
  Project            Discovery &           Adoption &           Testing &
                                                                                      Support &              Maintenance
  Definition         Planning              Configuration        Training
                                                                                      Optimization           & Growth

         Education & Analysis                       Implementation                        Adoption & Transformation

                                                                                     GO-LIVE
   PHASES 0-1           PHASE 2              PHASE 3               PHASE 4                 PHASE 5              POST-LIVE

• Executive       • Project team        • Workflow            • Integrated testing   • Go-live support      • Long-term
  education         attends training      Reengineering         using Testing                                 support
                                                                Toolkits             • Post-live visits
• Project         • Finalize project    • Delivery of                                                       • Rollout to
  planning          plan                  Foundation          • End users trained    • End user               additional sites
                                          System                using Training         surveys
• Interface and   • Determine project                           Wheels                                      • Upgrades
  systems           direction and       • Adoption and                               • Ongoing
  analysis          scope                 configuration       • Go-live readiness      training
                                          waves with            assessments and
• Project team    • Design Sessions       decision makers       dress rehearsal
  staffed           with Operations
                    Groups              • Interface testing
                                          begins

                                                                                                                                 6
Epic Program Go-Live Sequence
                                                                                   Projected Timeline
                              2016                                            2017                                                    2018                                         2019
               Q2             Q3             Q4             Q1           Q2           Q3           Q4               Q1           Q2           Q3              Q4              Q1          Q2
           A   M    J     J    A     S   O   N     D    J   F    M   A   M    J   J   A    S   O    N    D     J     F     M A   M    J   J    A     S    O    N    D     J   F    M A    M     J

Soarian             BJH                          SLCH                Soarian Upgrade (All)                                                                               MHB/MHE
Sequence
                                             Ambulatory Sequence                  BJCMG                                                         WUP                            MMG

                                             Hospital Sequence                               BHC/BHHC              Pod 1     Pod 2             Academic                  MHB/MHE
                                                 Legend                                             Pod 1         Pod 2
                              Community /                                                      CH, AMH, BJSPH, MBMC, PHC,
                                                            Academic Go-Live
                              BJCMG Go-Live                                                         PWH        MBSH, BJCHCS
                              Pilot Site Go-Live            Memorial Go-Live

                                         Hospital Rollouts                                                                   Ambulatory Rollouts
    Facility                                                                                       Target Date
                                                                                                                             Facility                                             Target Date
    BHC/BHHC (Pilot Site): Boone Hospital Center and Boone Home Health                             08/05/2017
    Care will go-live together                                                                          LIVE                 BJCMG: BJC Medical Group                             06/03/2017
                                                                                                                             go-live for all practices                               LIVE
    Pod 1 (Community Hospitals): Christian Hospital (CH), Alton Memorial                           12/02/2017
    Hospital (AMH), Barnes-Jewish St. Peters Hospital (BJSPH), Progress                                 LIVE                 WUP: Washington University                           06/02/2018
    West Hospital (PWH)                                                                                                      Physicians go-live -all FPP sites
    Pod 2 (Community Hospitals): Missouri Baptist Medical Center                                   02/03/2018
    (MBMC), Parkland Health Center (PHC), Missouri Baptist Sullivan                                                          MMG: Memorial Medical Group                          Q2 2019
    Hospital (MBSH) , BJC Home Care Services (BJCHCS)
    Academic: Single go-live for Barnes-Jewish Hospital (BJH), Barnes                              06/02/2018
    Jewish-West County (BJWCH), and St. Louis Children’s Hospital (SLCH)
    MHB/MHE: Memorial Hospital Belleville and Memorial Hospital East                               Q2 2019
                                                                                                                                              Last Updated December 6, 2017

                                                                                                                                                                                                    7
Overview of Super
  User Program

                    8
Go-Live Support: Importance of Super Users

                       Command
                     Center Support

                  Credentialed Trainers
                Pay It Forward/Pay It Back
                    Contract Support

                     Super Users
            “The Foundation” for Go-Live
                     Success

                            4
Super User Overview
The Super User Program provides a formalized network of embedded leaders who will
serve as champions of Epic, support user adoption, and solicit feedback to maximize
implementation success through the proactive engagement of end users.

The Importance of Super Users
•   Most familiar with department specific workflows
•   Help lead change and increase staff acceptance
•   Shared accountability for success of the program
•   Early engagement creates excitement
•   Helps increase user adoption and shorten learning curve
•   Faster response time for issue resolution
•   Increases staff satisfaction
•   Knowledge stays with the department

                                                                                      10
Super User Activities
 Activities
• Participate in Super User kickoff and huddle meetings
• Attend all Epic training defined for their role
• Support training classrooms
• Participate in dress rehearsals and pre go-live activates
• Review just-in-time training material prior to go-live
• Provide floor support on assigned unit during go-live (out of the count)
• Identify staff who may require additional training or support

                                                                             11
Areas of Support in the Practice
We break down support in to three core areas.

• Front Desk/Administrative/Billing/Ancillary
• Clinical Non Providers/Techs/Pharmacists
• Providers

When we provide Super User support we are attempting to assign a support
resource to one of these three areas.

 Additional Epic Support Resources will be provided by both HCI Group and Epic
  Corporation. These expert resources are often able to support all three areas
                       within a Unit, Service, or Practice.

                                                                                  12
Support Types During Go-Live:

                                                                       HCI &
                                        Super                          Epic ATEs
        End                             Users
        Users

End User has an issue with Epic.      Super User is the workflow     HCI ATE Support will attempt to
 Seeks out a Super User first or     expert for the department. If   resolve the issue. Either the SU
  if unavailable an HCI ATE for    issue not resolved seek out HCI     or HCI Support will submit a
             Support                              ATE.               ticket to the Command Center.

    * The term ATE is a support resource working to support end users At the Elbow.
    ** HCI is the Vendor Selected to Provide Additional Epic Support.
    *** Epic Corporation is also sending expert ATE resources to assist.
                                                                                13
Two Types of Super Users
Out of Staffing Super User
Usually with 5 or more people on a team, 1 employee
from the area is nominated and dedicated to being Super.

In Staffing Super User
Usually with small teams (1-3 people), 1
individual could be made super but will remain
in staffing during go-live. An HCI (External Epic
Support Vendor) ATE will be there to provide
primary support. Super User will support if
available but will be the ongoing support for
their team after go-live.
                                                           14
Role of Super
    User
Super User Role and Responsibilities
•   Provide courteous, calm and reassuring support to end users during shift
•   Frontline support and frontline representative for Epic in your department
•   Reduce fear and anxiety–Epic is a tool, it does not replace thinking and
    judgment
        • Patient safety and good nursing practice must prevail
•   Answer questions and provide workflow assistance
•   Consult with HCI Epic Support if unable to resolve end user concerns
•   Attend meetings as instructed
•   Identify trends and communicate with support leadership
•   Communicate, Review and Post Go-live Updates in department
•   Document Enhancement suggestions and review with Floor Support
•   Wear at all times your Epic project shirt and ID badge for easy identification
Role of Super User in End User Training
 Classroom Assistant
 As part of your development, Super Users are
 asked to support an average of 16 - 24 hours of
 Epic end user application training class as a
 classroom assistant for their peers.

 Super users are assistants to the credentialed
 trainers and do not teach classes on their own.

 As a Classroom Assistant you will help end users navigate through the system and
 answer end users’ questions in preparation for supporting end users during go-live.

 This will take place during the 10 weeks of Epic End User Training.
Go-Live Support
Timeframe
• 2-4 weeks post go-live, with diminishing responsibilities as incidences decrease.

Scheduling
• The go-live schedule is built for 3 weeks. After 2 weeks, Super Users will be notified
  if the schedule will change. The go-live schedule will be managed by HCI and the
  HIP Command Center. Super Users will be accountable for monitoring and
  complying with their support schedule.

Anticipated commitment
• A dedicated Super User must be released from all other responsibilities while
  performing the role of Super User. There may be some “non-dedicated” staff that
  will continue performing regular job duties and function as a Super User as time
  allows.

                                                                                           18
Making the
most of Training
Making the Best of Training
Super User training is the opportunity to receive
education and experience with Epic. The Super User                  Tips
Training program will ensure each Super User is         • Be an active participant
prepared to effectively support end users, escalate     • Build on your personal
open issues, and communicate fixes (tip sheets) with      experience
your support area.                                      • Learn what you need to
                                                          know and work to fill skill
                                                          gaps
Super Users receive the same application training as    • Practice, use, retain
end users with the added experience of supporting       • Build a solid plan for back-
end users as a classroom assistant. There are             on-the-job implementation.
additional Super User training Huddles in the           • Be active.
months leading up to go-live that will prepare each     • Listen actively to others.
super user for the change management process and        • Be positive.
what processes to follow during go-live.                • Be on time, and be prepared

It is critical that every super user attends and gets
the most out of each training event.
Super User Training
Super User Training: February 26th – March 23rd
• Super User training takes place three weeks before end user training
• Super Users will receive classroom training for their super user role
• Based on the role, some Super User training may have additional classroom time

End User Training: March 19th – June 1st
• Super Users will provide classroom support in end user classes
• Super Users will be expected to
   • Answer questions with clinical context
   • Write down questions
   • Help with exercises
   • Get stragglers back on track
   • Call the helpdesk with issues

                                                                                   21
Just in Time: Final Training Material

Super User training classes are held early in the training
process. It is common that build changes have taken place
during end user training timeframe.

All Super Users will be provide updated training material if the
build has changed for the role they are supporting.
Timeline and
  Activities

               23
Timeline of Events
Kick off Orientation, Huddle #1                 January 24th, 29th
Huddle # 2: Change Management                   February 1st – 27th
Super User Training                             February 26th – March 23rd
End User Training/Classroom Assistant           March 19th – June 1st
Participate in dress rehearsal                  TBD (Week of May 14th)
Huddle # 3: Orientation for Go-Live             TBD (Week of May 21st)
Just-in-time training material                  TBD (Week of May 21st)
Main Go-Live Support***                         June 2nd – 23rd

     *** Some service areas and programs will have At the Elbow go-live
     support before and after the main go-live event.
Super User Onboarding
Role Commitment

                                        Super User Activity                     Estimated Hours Required
The Super User role requires a
commitment to all of the                Onboarding and Meetings                 5 hours over 5 months
following activities.                   Super User Training                     10-20 hours over 2 weeks
Accommodations should be made           End User Training                       16+ hours over 10 weeks
to adjust scheduled
responsibilities. All efforts will be   Pre Go-Live Preparation Activities      Up to 5 hours over 2 weeks
made to provide advance notice          Go-Live Support                         120 hours over 3-4 weeks
of meetings and scheduled               Post Go-Live Support and Optimization   TBD
responsibilities.

                                                                                * Hours are approximate

                                                                                                           25
Appendix
Super User: Huddles
Huddle #1: Super User Orientation. (1 hour)
This will be a WebEx meeting so no one has to travel and we will record the session and
plan to make it available for anyone that misses the meeting.

Huddle #2: Change Management. (2 hours)
Huddle 2 will be conducted by BJC’s change management team. The goal will be to help
prepare the SU for how to manage the various reactions they may encounter while helping
staff adopt the new workflows and system. This will be an in-person meeting so you will
need to determine the best locations and times to attend these meetings.

Huddle #3: Command Center Preparation: (2 hours)
This meeting will also be in-person as this is the last meeting before go-live and SU will be
receiving all the instructions on how/where to report for work and how to communicate
with the command center. This will be a very full agenda with lots of information. It will be
important for each SU to get their questions answered and leave the meeting confident in
what they need to do.
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