V11 Training Information

1
V11 Training Information Preparations

• Lois MathewsHutchinson Medical Center
• Laura GoldSaint Lukes Medical Group
• Christine PiperACMC

2
Agenda

• Organization Overview
• Timeline of Events
• Training
• Go-Live
• Lessons Learned

3
Organization 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

4
Timeline 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

5
TrainingSaint 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

6
TrainingSaint 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

7
Go 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

8
Go 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.

9
Lessons 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

10
Organization 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

11
Timeline 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!!

12
Training 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)

13
Training 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

14
Go 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

15
Go 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

16
Lessons 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

17
Lessons 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

18
Organization 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

19
Timeline 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

20
Training 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

21
Training 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

22
Training 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

23
Go 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

24
Support 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

25
Lessons 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

26
Questions