Construction of a Collaborative Centricity EMR Super User Certification Program
Presenter: Jo-Ellen Hurley, MSHI
IS Training Coordinator
Centricity EMR Team
• Super Users: Required to attend three 4 hour
sessions with a proficient score of 80% on 3 post-class assessments
• A record of completion of the program will be placed in the Super User’s Talent Manager profile
• The format is highly interactive to allow for
collaboration among colleagues across sites and various locations
• It is recommended that each site has two certified Super Users
• The series of sessions is offered bi-annually
Centricity EMR Super User Certification Training
Who was behind the decisions?
• A Super User Committee was formed consisting of:
– Content Team Manager – Centricity EMR Trainer
– Director of Physician Partner Practices
– Director of the Centricity EMR Project from Medstar Georgetown University Hospital
– Project Manager
Committee’s Process for Content
1. Trainer met with customers, Implementation Analysts, and Account Managers to determine customer needs
2. Trainer brought findings back to the committee during weekly meetings
3. Manual was developed addressing the topics that leadership and customers identified
4. Trainer created collaborative activities that fostered a learning community within the
classroom in which all Super Users were able to share their authentic experiences with
Identification of Super Users
• Account Managers • Site Managers • Self-Identification • Other location stakeholders 5Announcement of the Certification Program
• Sent to all Centricity EMR users
• Online registration
• 30 days advance notice • Expectations of Super
Users
• 2 locations for 6 sessions • Outline of content
• Managers cc’d on confirmation
Super Users Expectations
• >6 months on Centricity EMR• Serve as first line of support to location of care
• In-house trainer for new staff and providers
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• Point of contact for upgrades and announcements from the Centricity EMR team
• Leadership communication style
Session 1 Program Objectives Meaningful Use Introducing New Users to the EHR Clinical List Updates Communication & Troubleshooting Session 2 Generic Office Visit Auditing Dragon Troubleshooting Troubleshooting Prescribing Medications Clinical Decision Support Session 3 Printing & Faxing Documents
Handouts & Letters Orders & Check
Out Process
Chart Functions
Patient Portal
Session 1 • Participants: 110 • 6 sessions held • 4 different locations Assessment Score Satisfactory 96% Unsatisfactory 4%
Representation… 1
stSeries
8 Major MedStar Entities
Representation by Entity UMH GSH FSH MPP North HHC NRH MPP South WHC GUH
0 1 2 3 4 5 Col labor ati ve en vir onme n t Ac ti vit ies r ela ted t o Sup er User r ol e Que sti ons answ er ed pr omp tl y Col lea gu e's con tr ibu ti ons add ed to learni ng
Super User Feedback
“I have been with MedStar for several years, and have never been given the
opportunity or forum such as this to learn from colleagues in other LOCs.
The Super User series will be held bi-annually.
Monthly Meetings will be held to continue the dialogue among Super Users.
•Volunteer Upgrades
•Facilitators
•Recorded WebExes
•Updates with Tips from Key
Contributors
Can’t make the next Session?
You are welcome to join the next series of
sessions! Where Do We Go From Here? Modifications to curriculum are made per customer feedback following each series.
• Activities are designed primarily to foster
collaboration and to pull on authentic clinical
experience
• Tickets were given to volunteers throughout the session
• Drawing at the end of the session to win a
participation bonus • Assessment and
evaluation were set up online and available as a hard copy for users to complete
Icebreaker: Snowball Activity
Write 2 or 3 sentences in each column that describe the indicated experiences with Centricity. Be sure to write legibly so your partner can read what you have written and introduce you properly to the group.
Partner Number: 1
Length of time you have worked with Centricity: _____________
Name: ____________ Location:____________ Position: ______________
13 Describe an ―Aha‖ moment
you had with Centricity (This could mean something like when things started to click and make sense to you or when you learned something that you couldn’t wait to
share with your colleagues.)
Describe a funny story regarding your experience with Centricity.
What do you hope to learn from this
What is Meaningful Use: KWL Chart
K What do you know? 14 W What do you want to know? LWhat did you learn?
Centricity Homerun Hitters
–Alerts and Flags- what all new users need to know –Newly discovered tips located in the Help button –Managing documents on your desktop
–Latest learnings regarding updates and shortcuts in
Centricity 15
• Pictures of stadiums are placed around the room
• Super Users count off and meet in groups near their assigned
stadium to develop and design a 3-5 minute presentation by
collaborating with peers and addressing the most important aspects of the assigned topic:
Clinical Lists Update
This is a whole group discussion and demonstration on the
functionality of the Clinical Lists Update.
Communication and Troubleshooting
No one would talk much in society if they knew how often they misunderstood others.
— Johann Wolfgang Von Goethe
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Think, Pair, Share!
• Distribute ―Communication and Leadership‖ handout; Super Users review the handout
• Think about aspects of effective communication and how they relate to the role of a Super User
• Pair up with a neighbor and discuss the article
• Share with your neighbor an instance when communication was not effective, and how the issue could have been resolved
Communication and Troubleshooting
(cont.)
• Participants are grouped in triads
• There will be one recorder and two users in each triad
• Each triad gets a copy of the roles they will carry out during the troubleshooting activity
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Users’ Role Description Recorder’s Role Description
Peers in the office Silent- Do not participate in the problem solving between users Both trying to solve the problem or
posed question together
Notes who speaks the most in the problem solving
Work with purpose and urgency with one another to get the
problem resolved
Notes any nonverbal language
exchanged (i.e. who holds on to the mouse the longest, arms crossed Value each other’s participation Records the flow of two way
Communication and Troubleshooting
(cont.)
Triads work through 3 scenarios in troubleshooting each of the following sets of problems:
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Scenario 1: A & B are users, C is the recorder
1.1 Dr. Vanilla called out today and you are covering for her. Adjust your view of appointments so that you can view your appointments as well as Dr. Vanilla’s. Simply perform the action and describe how this is done:
1.2 How can you change your default for your Fee Slips and Letters ONLY without having to select it from the dropdown menu of the Print dialogue box?
Communication and Troubleshooting
(cont.)
20 Scenario 2: B & C are users, A is the recorder
2.1 Navigate to your Jacqueline patient’s chart and join the office visit ―F/U Calculus Kidney‖.
• What is the error message that the popups give
you? (Forms are expired) How do you resolve
this problem?
• What happens if you do not resolve this issue and you go into the update?
2.2. If orders are not printing, what steps should the user take?
Communication and Troubleshooting
(cont.)
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Scenario 3: A & C are users, B is the recorder
3. 1 How can you move to the next tab in a patient’s chart without using the mouse?
3.2 While in an update, you see
something that looks like the scenario in the screen capture to the right
where the attachment window and the favorites window appear to be floating around the screen instead of locked to the bottom left, what do you do to fix it?
Hint: Logging out and back into Centricity does NOT correct the problem.
Recap, Assessment, & Evaluation
• Whole group review ofthe key points in this session
• Drawing for door prize from tickets for
participation • Complete a 10 question assessment – Score of 80% or higher to progress to next session • Evaluation 22 Content Curriculum Assessment Evaluation
Session 2 Overview
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• More hands on, whole group activities
• Step through an entire office visit
• Auditing
• Dragon Naturally Speaking Software Troubleshooting
Session 3 Overview
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• Scanning: Docutrak • MEL Trace
• My MedStar Connect- The Patient Portal
• Handouts • Letters
• Voluntary Upgrade: Inbound ePrescribing
