Title: V11 Training Information
1V11 Training Information Preparations
- Lois MathewsHutchinson Medical Center
- Laura GoldSaint Lukes Medical Group
- Christine PiperACMC
2Agenda
- Organization Overview
- Timeline of Events
- Training
- Go-Live
- Lessons Learned
3Organization OverviewSaint Lukes Medical
Group/Saint Lukes Health System
- 13 Sites
- 4 Specialties
- 80 Providers
- 400 Support Staff
- Started w/ Allscripts in 2002
- PM GE/IDX
- Version 11.1.4, January 2009
- Live on Base, Rx, Result, SureScripts, and Scan
- PCs and Kiosks
4Timeline of EventsSaint Lukes Medical
Group/Saint Lukes Health System
- 9/08/08 EHR v11 Upgrade Training- Vermont 3
staff - ( 2 Appl. Support/Trainers 1 IT Support)
- 10/6/08 Configuration Training w/ IC
- 10/13/08 System Build and Testing
- 11/10-17/08 Super User Training
- 12/5/08 Physician Champion Training
- 1/07-16/09 End User Training
- 1/26/09 Go Live
5TrainingSaint Lukes Medical Group/Saint Lukes
Health System
- Physician Champions- Each clinic had at least one
Physician to mentor the other providers in the
clinic - 4 hour training session- Mandatory also given
access to the test system to practice from
home/clinic. Manuals provider with Certified
Workflow
6TrainingSaint Lukes Medical Group/Saint Lukes
Health System
- Super Users- 8 hour initial training, also
required to be in attendance for at least one End
User training session. Manuals provided with
certified workflow - -Trained other non-clinic staff i.e. front
desk, schedulers - End Users- 4 hours training. Providers and
Nurses trained in separate sessions. Manuals
provided with certified workflow
7Go LiveSaint Lukes Medical Group/Saint Lukes
Health System
- 1/23/09 5pm Users locked out of Allscripts Back
ups started - 1/24/09 8am Configuration/Testing till 8pm
- 1/25/09 8am Resumed Testing
- 1/25/09 Noon Super Users tested all PC and
performed various certified workflows - 1/26/09 630am Go-LIVE Users unlocked from
Allscripts
8Go Live SupportSaint Lukes Medical Group/Saint
Lukes Health System
- 7 Support staff (normally 3) managed incoming
calls - Approx. 180-200 calls were received on go-live
day. Over 50 of those calls were connectivity
issues - End Users were instructed to report to their
Super Users, who if unable to help them would
contact the Upgrade Support Staff. - Super Users contacted Support by emailing an
Issues Template to report issues and document
workflow used. - A spreadsheet was used to record all incoming
issues, the incident, status etc.
9Lessons LearnedSaint Lukes Medical Group/Saint
Lukes Health System
- Physician Champion and Super Users a must!
- Mandatory Training for ALL providers
- Go-Live Issues Template was an excellent resource
and quite helpful in reporting issues - Communication with Super Users
- Quarter meetings have been established to help
keep super users informed and to help us stay in
touch with the pulse of the clinic
10Organization OverviewHutchinson Medical Center
- 1 Multispecialty site in Hutchinson, MN
- 32 providers
- 120 support staff
- Version 10.2.4 live - 09/2007
- Version 11.1.4 upgrade 02/2009
- Modules implemented so far Base, Rx, Results,
Scan, Dictate, Winscribe, SureScripts - Devices used laptops, pentabs, pcs
- EHR Core Team 7 members meet weekly
11Timeline of Events Hutchinson Medical Center
- April 2008 Upgrade training
- Sept 2008 Test System Upgrade
- Oct 2008 Configuration
- Oct-Dec 2008 Build, Testing
- Jan 12-19 2009 Super User Training
- Jan 19- Feb 6 2009 End User Training
- Feb 9 2009 Go Live!!
12Training Hutchinson Medical Center
- Developed training manuals for all staff
- Included workflows for HMC
- Identified 4 trainers within HMC
- 2 trainers for providers, 2 for nurses
- All would train non-clinical support
- Identified Super Users (includes Core Team)
- Supervisors (11), nurses (4), providers (4),
non-clinical staff (1)
13Training Hutchinson Medical Center
- Super User training
- Providers and nurses 2 two hour sessions
- Non clinical staff 1 two hour session
- Additional practice sessions/dry runs done during
day and evening hours - practice checklist available
- Test pcs available in training rooms
- Super Users/Trainers available during dry runs,
practice sessions
14Go Live Hutchinson Medical Center
- 2/06/09 - 5 pm - Users locked out of Allscripts
- 02/07/09 - 8 am - 10 pm - Config/Testing
- (Log of issues maintained and prioritized)
- Allscripts Go-Live playbook
- 02/08/09 - 8 am - Testing
- 02/08/09 - 12 pm - Testing completed
- 02/08/09 - 12 pm - 8 pm pcs updated
- 02/08/09 3 pm - Users unlocked from Allscripts
15Go Live Hutchinson Medical Center
- 1-2 Super Users located at each of 8 Stations to
support providers/nurses - Additional Super Users located in departments
- Administrative staff, Allscripts IC, HMC Project
Manager in Conference Room - logging all calls
- Log maintained and prioritized
- Daily calls with Upgrade Team
16Lessons Learned Hutchinson Medical Center
- Workflows
- Developed reference materials for users
- Train, Train, Train
- Trained one way first
- Different learning styles
- Formal training
- Practice sessions, Dry runs
- 11 when identified
17Lessons Learned Hutchinson Medical Center
- Super User support a must
- First level of support for users
- Assisted with testing and training
- Ongoing training
- Question and Answer sessions
- 11 follow up
18Organization OverviewAffiliated Community
Medical Centers
- 11 Clinics
- 25 Specialties
- 150 Providers
- 700 Support Staff
- Started w/ Allscripts in 2002
- PM Mckesson
- Version 11.1.4
- Base, Rx, Order (bi-directional), Result (4
interfaces), Charge, Dictate, TIU, WinScribe,
SureScripts, Scan, Admin Forms, and v11Note - PCs, iPAQS, and Tablets
19Timeline of Events Affiliated Community Medical
Centers
- 9/18/07 Chicago 4 Day Training
- 3 staff (2 Trainer/SA and 1 Trainer)
- 9/20/07 Test System Upgraded
- 9/24/07 IC on site 1 week
- 9/24/07 Build Started
- 10/9/07 - 12/16/07 Training
- 12/17/07 GO-LIVE
20Training Affiliated Community Medical Centers
- Super Nurse Users
- 1 nurse per station35 total
- 2 Full days training16 hours starting 10/9/07
- Demos/Hands On/Upgrade Process Training
21Training Affiliated Community Medical Centers
- Provider/Nurse Teams (providers not mandatory)
- 1 Hour Large Group Overview 1.5 months before
Go-Live - Test PCS available in break rooms/conference
rooms - CBTs
- Self Test Material w/ Answer Key
- In-depth Cheatsheet
- Quick Reference
- 1-on-1 hands on training offered to all
- 1 Hour Large Group Overview 1 week before Go-Live
22Training Affiliated Community Medical Centers
- Support Staff
- Goal 1 Super User per Location Per department
- 1 Hour Large Group Overview 1.5 months before
Go-Live - Test PCS available in break rooms/conference
rooms - Step by Step Cheatsheets recreated from v10
- 1 Hour Large Group Overview 1 week before Go-Live
23Go Live Affiliated Community Medical Centers
- Friday (12/14), 530 pm Backup/Upgrade
- Saturday (12/15), 430 am Configuration
- Saturday (12/15), 130 pm Testing
- Saturday (12/15), 630 pm Testing Stopped
- Sunday (12/16), 400 am Testing Resumed
- Sunday (12/16), 730 am Hardware/Webcontrols
Updated - Sunday (12/16), 330 pm Upgrade Complete
24Support Affiliated Community Medical Centers
- 6 Helpdesk (doubled) w/ a Calls in Queue Alert
- Site Leads Manager or IS staff at each site
- Support Hub 2 AHS staff, SA, and DBA relocated
- 3 Polycoms per day between Site Leads and Support
Hub - Master Spreadsheet Updated by SA, projected for
Helpdesk, emailed regularly to Site Leads - For 5 days
25Lessons Learned Affiliated Community Medical
Centers
- Learn SSMT
- Concentrate on concept of ACI and Clinical
Desktop and point out what does NOT change - Mandatory Training for Providers
- Would NOT have been successful w/o Super Nurse
Users - Go-Live is just the beginning of Learning v11
26Questions