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EPIC PLAYBOOK

condensed version for Physicians

Madore, Suzanne

2019


Getting ready for the big day

 

The implementation of Epic for all the organizations of The Atlas Alliance has been a huge undertaking. Everyone across the Alliance is appropriately excited and anxious for June 1, 2019 the Big Day.

In anticipation of the Big Day, here are some relevant yet simple Go-Live readiness advice:

 

1.                 Stay Calm.

 

2.                 Be Present.

 

3.                 Know your stuff.

 

4.                 Be prepared: There will be issues; there will be lots of information.

 

5.                 Be an advocate. Be a cheerleader. Be reassuring. Be Calm.

 

6.                 Help monitor pulse and progress.

 

7.                 Emotions may be high. Keep your cool.

 

8.                 Rest when you can and drink plenty of (non-alcoholic) fluids.

 

9.                 Know that this is just the beginning.

 

10.            Enjoy the accomplishment even while dealing with the challenge. This will be an extraordinary event.

Go-Live is a very exciting milestone in this clinical transformation at the Alliance organizations.

The goal of this playbook is to provide the information you need to support your preparations for the Big Day.

 

 

 

 

 

 

 

 

 

 

Overview

 

What to expect

 

During the Go-Live period, most of the staff and physicians at each organization of the Atlas Alliance will begin using Epic for the first time. Despite continued efforts to engage our stakeholders during the direction and adoption phases of the implementation and to identify issues during testing, end-users at Atlas Alliance will identify thousands of potential issues. Transparency is important to understand that, like those before us, we will get through the transition, but it is important to understand potential types of issues we might face. Based on the Go-Live experiences of other organizations, examples of some issues we might experience include:

 

Technical Issues

  Network

connectivity

  Failure in IT infrastructure

  Users &

Security gaps

  Devices not working

•etc...

             

Content Issues

  Inaccurate

order sets, smartsets

  Inaccurate flowsheet templates, rows and groups

  Inaccurate smartforms

etc....

             

System Configuration Issues

  Incomplete business rule configuration

  Incorrectly configured Epic functionality

  Disabled functionality

  etc...

             

Organizational Policy or Procedure Gaps

  Lack of clearly defined organizational policies or procedures to support the workflows built in Epic

  etc...

 

 

The Epic Command Centre will play a key role in investigating and resolving issues at Go-Live.

 

 

 

 

 

 

 

 

 

 

 

 

 

**See more about the phases on the next page about the phases of implementation …

Stabilization

  Settling-in

period, lasting 4-6 months

24/7 command center for support in the month of June 2019

  Resolve issues

  Ensuring workflows operate as designed

  Assisting users with adoption

  Changing system to resolve defects i n requirements, design or configuration

             

Optimization

  Optimization

requests will be reviewed and prioritized by the Atlas Alliance committee

 

•These may include things like:

 

•High priority items not covered during project lifecycle

•Long term - New applications, features and other innovations

             

Maintenance

  System

upkeep:

•Special Updates

•Version upgrades

  Ongoing training education and process improvement

  Reaching for the stars - Epic

While Stabilization, Optimization and Maintenance are described as unique phases in the transition from project-mode to operations, they do not exist entirely independently of one another. Figure 1 (previous page) illustrates this clearly, where Optimization can begin as soon as 4-6 weeks post-live even while we are stabilizing the system.

 

The primary focus of the Epic Command Centre is to investigate and drive resolutions for issues identified during the Go-Live period. Effective resolution of Go-Live issues is linked directly with how soon after Go-Live we begin to stabilize the system.

 

Optimization items will be addressed by an Alliance oversight committee so that all partners are part of the decision-making.

 

 

 

 

 

 

 

 

 

 

Physician Support

 

Physician Super Users will provide focused support for physicians. Physicians Super Users will be wearing dark green vests during the Go-Live period. These individuals are specifically trained to provide extra support for physician specific applications and potential physician specific questions. Additionally, TOH will have three Physician Drop-in centres providing direct assistance, training top- ups and further personalization, etc. To learn more about the Physician Drop-in centers refer to the Project Fusion Website .

 





 

 

Issue Management

 

Having a well-defined issue management plan is critical to support our transition from the Go-Live period to a more stable operational mode.

What happens with an issue when it is identified is just as important as the issue resolution itself.

 

Overview

 

First, we will define an issue and an incident:

 

·         Issue: An issue is a problem faced by an end user, causing them to stop in their workflow and request support.

 

·         Incident: Once an issue is identified and logged into Service Now it is called a Service Now Incident.

 

 

 

 

Project Fusion Helpdesk Overview

 

The Project Fusion Help Desk will be staffed 24/7. The main role of the Help Desk is to get a preliminary understanding of the issue and do the following:

 

1.     Raise an incident for “ATE Request”

2.     Raise an incident and transfer call to appropriate application team in the Command Centre

3.     Call the end user to obtain information and transfer to application team

 

All Login issues will be transferred to the Users and Security Team in the Command Centre to resolve the issue.

 

 

 

 

 

 

 

 

 

 

 

Daily EPIC Huddles in your Area

Daily EPIC huddles are an established key success factor at Go-Live. They provide an opportunity to share information, to get feedback about issues from your team, to hear anecdotal feedback on how they are using Epic, and what is working and what is not.

 

         Ask questions!

         Which of the issues raised during the huddle have been submitted to the Epic Command Centre?

         For those that haven’t, why not?

         What are high priority items for your area?

 

Below are a suggested huddle checklist and conversation guide intended to support managers leading unit huddles. To access these templates directly, refer to the Project Fusion Website .

 

 

 


 

 

 

 

 

 



 

 

 

 

             

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