Despite over 96% of hospitals having an electronic health record (EHR), a recent study showed alarming levels of dissatisfaction among physicians with their current EHR systems and an increased interest in wanting to change EHR software. Implementing or changing EHR software is a time consuming and expensive process which makes these findings even more troubling. Some of the reasons reported for switching included wanting a partner who provides better training and support, as well as the need for additional functionality. In addition, many respondents reported feeling like the implementation had been forced upon them.
These responses show the importance of having a comprehensive and collaborative pre-implementation plan that addresses the organization’s objectives, communication strategy and risk management. In doing so, it can prevent health systems from expending time, resources and money. Below are four strategies that can strengthen your pre-implementation process and set your health system up for success.
With the Rise of AI, What IP Disputes in Healthcare Are Likely to Emerge?
Munck Wilson Mandala Partner Greg Howison shared his perspective on some of the legal ramifications around AI, IP, connected devices and the data they generate, in response to emailed questions.
Key components of a comprehensive implementation plan:
An implementation plan is critical to make sure everyone is in sync; before implementation, it is critical to ensure stakeholder agreement on the decision to integrate new software and alignment on details such as budget and timeline. Key components of a thorough implementation plan include:
1) Identify project stakeholders: This can include key decision-makers, relevant stakeholders, IT staff, physicians and other end-users. Once everyone who will play a role in the implementation process has been identified, it is important to define responsibilities for each group and make sure effective communication channels are in place.
2) Define the scope of the project: Outline the specific functionalities from the software that will be integrated and any specific objectives to be achieved through the implementation. Also note functionality or requests that are out of the scope which may be addressed post-live.
A Personalized Approach to Medication Nonadherence
At the Abarca Forward conference earlier this year, George Van Antwerp, managing director at Deloitte, discussed how social determinants of health and a personalized member experience can improve medication adherence and health outcomes.
3) Set a realistic timeline: Establish a detailed timeline that includes all phases of the implementation process. Key dates to include are data migration, system configuration, training, testing and a tentative go-live. When designing the timeline consider the organization’s priorities and potential disrupters for a more pragmatic approach.
4) Establish communication protocols: Develop a regular cadence of project meetings and status updates specific to each type of stakeholder as well as an established escalation process for any issues that may arise. In addition, consider branding the project in early stages to prepare end users and patients. Escalation and change control processes should be included in the communication protocols as well.
5) Create a project budget: Project budgets should include all necessary resources such as hardware, software fees, training costs and ongoing support. It is important to ensure that the drafted budget is aligned with the organization’s financial resources.
How to identify and address potential roadblocks during implementation:
No one wants to be caught off guard when taking on a big project. Identifying potential roadblocks ahead of time and strategies to address them will mitigate wasted time and stress.
- Conduct a comprehensive assessment: By conducting a comprehensive assessment of the current system’s workflow, you can identify potential challenges that might come up during implementation as well as identify process improvement areas.
- Administer a risk analysis: Risk analysis helps identify potential risk and roadblocks in the implementation process by looking at migration challenges, system compatibility issues and user resistance. Risk analysis enables an organization to proactively address these challenges.
- Testing and quality assurance: Prior to go-live it’s essential to conduct quality assurance tests which can include integration testing, performance testing, downtime procedures and user-acceptance testing to address any system issues or functional gaps. End-user testing should occur on the users’ frequently used devices, such as laptops, printers and scanners. It is important to identify potential gaps between the new and existing EHR to address preemptively.
Lastly, seek feedback from end-users to help uncover any areas for improvement. A proactive approach combined with prioritizing feedback will create a foundation for hospitals to optimize their EHR.
Strategies for managing user adoption and resistance to change during EHR implementation:
Resistance to new EHR software is a common challenge in the implementation process. An EHR implementation is only as successful as those who use it, which makes it vital to address user’s hesitations in a thoughtful and complete way. Some ways to acclimate the users to the EHR software include:
- Effective communication: During an implementation process there is no such thing as over communicating. End-users understanding how the new software aligns with the organization’s goals and will improve their workflows is vital to their receptibility. In combination with this, listen to and address concerns and provide resources such as FAQs or cheat sheets for individuals to become familiar with the software.
- Post-implementation evaluations: Gather feedback from users to ensure the software is as user-friendly as possible and effectively address user needs. These post-implementation evaluations can include making rounds at end-user locations to see commentary in real-time and educate where needed. Review personalization capabilities to add efficiencies. Evaluate items deemed out of scope and prioritize for future assignments.
Tips for evaluating and selecting the right EHR implementation partner:
An appropriate EHR implementation can greatly impact the success of your deployment. More importantly, it’s crucial to find a partner who fits your organization’s unique needs and ensure they will collaborate well with the team. Consider these factors when searching for a partner:
- Define your organization’s requirements and objectives for the EHR implementation to establish your team’s non-negotiables. This will help filter out potential partners who won’t meet your needs.
- Look for partners with experience successfully implementing EHRs at organizations similar in size and/or complexity to your organization.
- Request references or case studies and reach out to the EHR’s existing clients about their overall experience. This will validate the EHR’s effectiveness as a partner.
- Analyze a potential partners’ communication style. Specifically, pay attention to how responsive and proactive they are.
- Evaluate the training and support services they offer including training programs for end-users, administrators and IT staff as well as post-implementation support.
Putting in the due diligence prior to implementing an EHR software establishes a clear game plan for everyone involved. It will empower your team to work towards a common goal and ultimately serves to improve the lives of physicians and patients.
Photo: Filograph, Getty Images
CereCore consultant for a EHR implementation services. I work to advise and collaborate with sites on their EHR projects which includes anything from a system-wide installation of EHR software to the addition of Ambulatory practices, current state or optimization assessments. Prior to CereCore I worked for a major EHR software provider for 8 years within the service and implementation divisions. I supported and managed teams implementing Home Health, Hospice and Ambulatory Applications. This support included a diverse customer base across the United States, Canada and the UK.
