Transcript Epic - UNC Health Care News

UNC HEALTH CARE SYSTEM
SUPER USER TRAINING WEBEX
DEBBIE BETTS, DIRECTOR
YES
NO
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Until you want to ask a question
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Agenda
Welcome to Super Users
What is a Super User?
Training and Preparation
Go Live support
Your Questions
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So you’re going to be a Super User
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Our Charge
• This will be the most challenging thing that many people will
do in their professional careers.
• It will also be one of the most rewarding.
• Keep the patient first.
• Remind each other to be positive and solution-oriented
during Go-Live.
• We have an incredible team that has worked countless
hours on this project - it’s an exciting time in front of us now.
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Focus on the Big Picture
Reinforce the benefits and needs of Epic@UNC:
• Reduced errors, improved documentation.
• Real Time information (reduced transcription, electronic charts
available everywhere).
• Long term value of data reporting.
• Meaningful Use, ICD 10.
• Standardization – everyone eventually using the same system
Control your message: patient care comes first.
Celebrate!
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We are counting on you!
• Change Management and end user
adoption as an ambassador for the
overall Epic@UNC project by
projecting a positive attitude.
• Implementation Activity Support as
end users learn workflows.
Ambassador
Long-term
coach &
on-boarding
support
Workflow
expert for
optimization
• Application proficiency for troubleshooting problems.
• Help end users overcome fear of
making a mistake and looking
foolish in front of colleagues during
go-live.
Go-live
support
System
skillset
• Long-term support to end users and
new employees during on-boarding.
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Super User Roles & Responsibilities
Be an ambassador for the overall Epic@UNC project
• Encourage end users to see the ways in which Epic@UNC will
help them provide better patient care and make their jobs easier.
• Remain calm and be positive about integrated workflows and standards
across UNC Health Care.
• Display a good outlook to chase away anxiety and doubt from others.
Stay optimistic the first few days and weeks at go-live
• Completing tasks may take longer than expected. Offer assistance to help build
confidence, expertise, and efficiency.
• Unexpected interruptions may create frustration. Keep contact numbers in sight.
• Sharing workstations and printers. Know the location of workstations and
printers in the work area you support to assist with logistics.
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Super User Readiness Activities
Learn about your role as a Super User
• Super User Onboarding Boot Camp online course in LMS.
‒ Art of Being a Super User Quick Start Guide.
‒ Art of Being a Super User Learning Style Assessment.
Prepare to use Epic@UNC as an End User & Super User
• Complete your role-based Training Plan.
• Encourage co-workers to practice in Playground following class and assist them
to promote their learning.
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Ground rules to optimize learning
Arriving or returning late to class may result in no admittance
and the requirement to repeat this class.
Food not permitted in classrooms.
Beverages must be in a covered container.
No email, texting, social networking, etc.
Smoking not permitted within 100 linear feet from buildings and
parking areas leased by UNC Health Care policy #Admin0164
No pictures of Epic@UNC screens.
*Johnston staff – in an emergency, use your cell to call 911. The Cisco phones are not connected to 911.
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Key Decisions: Training
• UNC Health Care commits to provide and require meaningful training and
preparation by all users in order to experience a smooth and fast
transition to Epic@UNC.
• The UNC Health Care LMS (Learning Management System) is the
source for class registrations, eLearning, assessments, and transcript
data for statistical and compliance reporting.
• UNC Health Care requires training and a proficiency test for all users.
• End users will not receive log-on credentials until proficiency tests are
passed with 80% or better (“no pass, no access” policy).
• Proficiency is a condition of medical staff privileges.
• Required training is a condition of employment; therefore, it is
compensated under standard work policy.
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Epic@UNC Super User Training Program
Complete Epic Super User Training Program
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Complete eLearning modules on Epic Application(s) specific to their role and
the role they will support
Attend Epic application training before end-users
Complete “teach assist” classes in your training plan
‒ Develop greater familiarity with workflow and content.
‒ Provide support to co-workers having difficulty during class.
OR
Participate in a “Shadow” experience in a like
unit/department of a UNCHCS hospital already live on
Epic
•
To be set up between entity leadership
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Teach Assist Classes
Assist the Credentialed Trainer during your repeat class in the classroom
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Help troubleshoot computer-related issues that end users might experience.
Provide support for end users as they are learning to use the system.
Share insight about operational changes with Epic@UNC.
Repeat up to 16 hours of your training plan to complete this requirement
Not registered for the actual class, but rather put on the Wait List
• Registration instructions to be distributed soon
“Teach Assist Classes”
• Assist to monitor trainees progress
• Remain attentive to trainer, lesson and the trainees
• NO side conversations, texting, personal computer use
• Only ask questions on behalf of student.
• Not co-teaching so don’t provide unsolicited comments
• Remain positive at all times even if around negative comments
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Shadow Experience in Epic Live Entity
Goal:
Obtain a greater understanding of the Epic system when used
in a similar unit/department of the super user.
Benefits:
• Ask questions related to content learned from class
• Observe “day in a life” workflows for
admission/transfer/discharge to unit/department
• Learn strategies of success from system peers
Contact Mary Jo Nimmo, Epic@UNC Director, about coordinating visits [email protected]
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Viewing Wait List Schedule in LMS
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Practice after class using Playground
1. Visit https://csg.unch.unc.edu.
If you have not accessed Citrix before, you may
have to download the Client. Use the hyperlink at the
bottom of the window and follow installation instructions.
2. Log into Citrix using the same User ID &
password you use to log into the LMS.
3. Select the Epic@UNC folder.
4. Select the Epic Playground icon.
Log into Playground using the
“TRN ID & Department
you used in class.
The password is ‘train’.
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Information Resources
Visit the Epic@UNC Training Library at
https://share.unch.unc.edu/sites/etd/SitePages/Home.aspx/ or
through References in Epic@UNC.
• Exercise Books
• FAQs
• Glossary of Epic terms
• Personalization Lab
• Playground Tools
Notes:
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Playground and Production functionality
should be the same. There may be
some differences.
Playground content (patients, etc.) does
not equal Production content.
• Quick Start Guides
• Super User materials
• Tip Sheets
• Learning Homes (add under Reporting Workbench)
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Three ways to get to the Training Library materials
1. Within Epic@UNC:
A. Under References, then Tip Sheets in the top-right
corner of any Epic@UNC session:
2. Through Citrix
A. Go to the Citrix website: https://csg.unch.unc.edu.
B. Open the Intranet folder
and launch the Intranet icon
.
C. Find the Epic@UNC Resources section to the right of the page.
a) Click on the Tip Sheets link.
3. Type the word “dash” in Chart Search to access your
role’s Learning Home. Not all roles have a LH.
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Proficiency Check List
Will be available from the training library for:
Ambulatory
ASAP
Radiant
HB
IP MD
IP RN
You can easily retrieve while in Epic PLY by clicking on Reference upper right of the screen
, choose Training tip sheets, find appropriate application and choose
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What is an Operational Dress Rehearsal?
• New patient
Schedule
• New
• Recurring
Register
• Visit
• Walk-in
Check-in
Intake
• Vitals
• MU
• Notes
• Orders
• MU
Check-out
• Billing
Provider
Goal: test the system, validate training readiness and generate excitement
Mimic a real patient scenario on a test patient in a copy of the Production
environment.
• Experience workflow, system functionality, operational dependencies, comfort
level with change.
• Requires involvement from operational leadership, project team,
subject matter experts, training, and super users for the work area.
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Where is your team???
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Know Your Team Leaders
Some individuals will oppose the project and express severe doubts about
the go-live.
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Ask leaders to help confront resistance early and strongly.
Be a positive presence during this time of change.
Pull in operational champions and leaders to help address resistance.
Become familiar with potential dis-satisfiers.
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There’s no such thing as over-communication
Empathize, but be firm as you discuss issues with your users
Check-in with your team regularly during go-live to understand their needs.
Use data from your Radar dashboard to celebrate successes and identify
areas for improvement.
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Know Your Team
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80
10
• 80% will be ok!
• 10% will absolutely love everything and
gloss over opportunities for improvement.
• 10% will say it can’t work, isn’t safe,
makes them slower.
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Epic@UNC Go-Live!
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Scheduling Conversion – Go Live
• Beginning Saturday, May 7th through Sunday, May 8th
Appointments that have been previously scheduled in other
systems will be converted to Epic appointments if occurring
after May 21st.
• Beginning Monday, May 9th – Epic Scheduling is LIVE
• Cadence (scheduling application)
• Schedulers work in Epic@UNC to schedule all new
appointments occurring May 21st and after.
• Could be scheduling in dual systems until May 21st go live.
• Elbow support will be available to the scheduling areas.
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Cutover – (Planning occurring now)
Super Users likely to be involved
The process of entering key clinical information into
Epic@UNC for admitted patients; e.g. active orders.
• Executed by clinicians for in-house patients.
• Allergies, medications, active non-med orders
Friday, May 20th for High Point and Johnston hospitals
Friday, June 17th for Pardee and Caldwell
(dates/times to be confirmed)
• System downtime begins.
• ISD turns off legacy systems being replaced by Epic@UNC
Epic@UNC Go-Live!
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Super users are the main source of support for
end-users within their departments during
Go Live.
Request that they be dedicated full time to the Implementation
Project for minimum of 2 weeks during Go Live support.
Stay optimistic the first few days and weeks at go-live
• Completing tasks may take longer than expected. Offer
assistance to help build confidence, expertise, and
efficiency.
• Unexpected interruptions may create frustration. Keep
contact numbers in sight.
• Sharing workstations and printers. Know the location of
workstations and printers in the work area you support to
assist with logistics.
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Support During Go-Live
Level 1 ATE (At The Elbow) Super Users at the elbow of end users:
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Answer questions about how the system works.
Explain operational procedure, policy, or regulation as necessary.
Report issues.
Level 2 Floats:
• Support ATE Super Users when they can’t answer questions.
• Possess greater knowledge about Epic@UNC
• Report issues.
Zone Captains:
• Responsible for a zone of end users.
• Gather feedback from ATE Super Users and level 2 floats.
• Share feedback with the command center
Command Center:
• Central locations to ensure immediate and timely issue resolution
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Tiered Support Model: Identified by Vest color
• Documents issues into the Command Center.
• Ensures critical and high priority issues get to the Command Center.
• Zone locations based on like support and workflows within a set of clinics or
locations
Level 3
Zone Captains
Level 2 Float
Level 1 ATE Super
Users
IDs, CTs, Contractors,
Super Users from previous
Go lives
Unit/Department based
entity support
End Users
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Zone Captains and Super Users in the Big Picture
A process for escalating issues to the Command Center.
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Provides support to level 2 on process, training, and system
Level 4
issues.
ISD/Vendor
Issues are triaged for resolution.
Level 4
Tips and issue resolution are communicated
out to all levels.
Command
Center
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Provide support to supplement
Level 1 staff during activation
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Dedicated resources that provide At
the Elbow (ATE) support to end users
during and immediately after go-live.
Level 3 Zone Captains
&
Level 2 “Epic” Experts
Level 1 Super Users
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Support During Go Live
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L1 Super User – Floor
Support
L2 Super User – Float
L2 Super User – Zone
Captain
• Provide at-the-elbow support for
end-users on the floor
Help L1 SU’s identify true issues,
minimize duplicate issue reporting to
Command Center
Management level responsibility for
L1/L2 SU’s in assigned zone
• Provide at-the-elbow support
• Answer questions about how the
system works
• Knowledgeable in the workflows for
the area they are supporting
• Understands operational
procedures/policies
• Assigned to staff specific unit/area
• Document issues that can’t be
resolved using the issue form
• Escalate critical/high issues to L2
Float or Zone Captain
• Roam the assigned area to support the
L1 SU’s
• Support ATE Super Users when they
can’t answer questions
• Assigned to staff specific unit, zone, or
location
• Possess greater knowledge about
Epic@UNC
• Identify recurrent or frequent problems
occurring in the area supported
• Call critical and high priority issues in to
the Go-Live Help Desk
• Responsible for a zone of end users
• Gather feedback from ATE Super Users
and level 2 floats
• Call critical and high priority issues in to
the Go-Live Help Desk
• Liaison to the Command Center for their
zones
• Encouragement/support of super users
• Ensure super users are appropriately
placed (good spread/coverage)
• Coordination of super users
Shift
Length
• 12 Hours
• 12 Hours
• 12 Hours
People
• Floor staff who have completed the
required SU training
• Contract resources knowledgeable in
Epic,
• Health system resources trained/using
Epic
• Credentialed Trainers/Instructional
Designers
• Epic provided resources
• Functional Managers
• Section Managers
• Organizational Leaders
Title
Primary
Objective
Role
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Common Issues at Go-Live
Week 1
• Things printing to the wrong printer or printers not working.
• Users are not able to log in or have the incorrect security template
assigned to them.
• Users don’t remember what they learned in training or didn’t spend
time in the playground.
• SureScripts transfer – providers should still print scripts.
• Paper scripts do not need to be on special paper - microprint
Week 2
• Issues grow in complexity.
• Charging/Revenue Cycle kicks in and issues appear.
• More requests for additional clinical content (e.g. note templates
and order sets).
Beyond
• Excitement wears off and fatigue sets in.
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Things We Will Hear at Go-Live
From end users:
• “Why call in the issue, I don’t hear back.”
• “We had support at go-live, then it all disappeared”.
• There are so many changes that come through that I can’t
keep up”.
Response plan:
• Updates on progress and priorities.
• Help from strong internal Super Users that remain after golive.
• Access to Tip Sheets that explain complex workflows and
system updates.
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Long Term Support
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Long Term Support
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Continued end-user support beyond go-live
Participate in update learning sessions as needed
System upgrade and new module support
System optimization support for new processes/content
Communicating lessons learned back to the departments
Identify workflow changes for their workgroup and contribute
to solutions
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Questions?
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