Back to Basics EMR Implementation. Presented by: Jennifer R. Wright

Back to Basics –

EMR Implementation

Presented by:

“Implementing an EMR is not just an

implementation – it is a transformation.”

So how do we replace the seats

on a plane that’s already in

Working Together

•

Project Roles:

• Practice Manager • Site Manager

• Super User

• Site Physician Lead • Physician Champions

– Drs. Kirkman & Fraker

• Implementation Specialist • EMR Support Analysts • PSA

Understanding the Process:

Project Kick-Off

Site Managers and Super Users:

– Attend Project Initiation &

Super User I (PreLoad) Class – 4 hour session @ Eisenhower – Taught by the EMR Implementation Specialist – Hands on training in a classroom setting

Site Specific Binder

•

Includes:

– Copy of Completed Site Assessment – Go Live Checklist

– E Calendar (site specific) – Scanning Matrix

– Patient Summary List (Abstract Forms)

– Workflows – Developed by Operations & EMR Team – Downtime Policy

– EMR Contact List – HMG EMR Website

Super User Training:

Super Users should have:

 In depth knowledge of practice workflow

 Good communications & trouble shooting skills

 Comfortable working on a computer

They should know their Responsibilities:

 Provide training on preload

 Participate in training of other staff members

 First line of defense for site staff

 Provide go live support (someone covers for them on go live week)

Training Requirements:

MA Super User will attend MA and Provider training

MR Super User will attend MR training

Attend training sessions with implementation group prior to their assigned practice go live

Assist with go live support of prior implementation group

Participate in training of their group as a class moderator

Physician Project Initiation

Physicians:

– Attend 4 hour Initiation Session kicked-off by Dr. Fraker

– And taught by the

EMR Implementation Specialists

– Hands on training @ Eisenhower using their equipment (a choice of either a Lenovo laptop or Fujitsu tablet)

Communication is Key:

– Be involved with your staff & providers – Ask for their thoughts & ideas

– As a practice – walk through the workflows prior to your Go Live to understand your future state – Practice Managers should bring site suggestions

and concerns to Operations – Decisions made by the EMR

Working group will be

disseminated back to the sites via the Practice Managers

Our Commitment to Communication

“Implementing an EMR is not just an implementation – it is a transformation.”

Staying in touch:

• EMR Website http://emr.healthpointmedicalgroup.com/

• EMR Newsletter • Alerts

• Weekly Readers • FAQs

• Actively taking any feedback from live Practices

Questions

4 Things you can do now:

 Clean up problem & medication lists

 Begin utilizing the Patient Summary List

(Abstract Form)

 Clean up your demographic info

 Identify users (staff and/or providers) who

may need Basic “101” Computer courses

early so those skills can be developed before they attend EMR training

Back to Basics –

EMR Support

Presented by:

Greg Witte

EMR Support

EMR Support

EMR Support Team Structure

– EMR Support Analysts

EMR Support Team Structure

– Greg Witte – Clinical Applications Manager – Sandy Johnson – Implementation/Interfaces – Nydia Berrios - Implementation

– Wendy Martinez – Implementation

– Lynn Stevens – Application Maintenance/Support – Melissa Freytis – Application Maintenance/Support – Silvana Henley – Development/Support

– Tom Fredrickson – Development/Reporting/Support – Dorian Jones – Meaningful Use/Support

What do I do when I need assistance?

– EMR On-Site Go-Live Support – Transition to EMR Support

– EMR On-Call Coverage/After Hours Support – SDE (coming soon)

EMR Support

Priority Description Business Hours Response

Time

Response Medium

1 Urgent – System outage or clinical

issue with no workaround.

30 Minutes Call Request/Call Response

2 High – System issue or clinical issue

with a cumbersome workaround.

60 Minutes Call Request /Call Response

3 Medium – System issue or clinical issue

with a functional workaround.

8 hours Email Request/Email Response

4 Low – Change request. 16 Hours Email Request/Email Response

5 Project – Enhancement request. Not specified Email Request/Email Response

EMR Support

incident First touch resolution, ticket closed Ticket assigned to EMR Support Ticket opened with vendor Known issue / bug Ticket Closed Issue resolved, user contacted Hot fix applied Password Network Citrix Printing Desktop issues

Questions you might be asked

 Your User ID or the one that the issue is affecting

 Is it affecting anyone else?

 Does this work outside the application (ex: print/fax)?

 What Citrix server? (how to check…)

 Can you get to the internet?

 Are other applications slow?

 Can the issue be replicated?

 When did this first start happening?

 Are there any error messages?

 Get screen shots if possible

 A good call back number and time when you are available

 Patient /Dr./encounter info that it is affecting so it can be looked at by vendor

Why do we need tickets opened?

– E-Mail issues (accountability) – First Touch Triage

– PTO

– Discrete data for metrics

Response time

Root cause (password reset, user training, vendor issue/bug, Citrix/network, Maintenance, Change request)

Volume

Questions