Download - SLFC EMR application playbook template
International HealthCare
Electronic Health RecordsPractice Implementation Plan
International Health Care San Jose
ePrescribe Module
Table of Contents
International Health Care San Jose Practice Profile............................................................4EHR Initiative......................................................................................................................5
Project Background.........................................................................................................5Project Scope...................................................................................................................5Project Timeline...............................................................................................................5
Project Communications Materials......................................................................................8EHR ePrescribe Devices................................................................................................10
Requirements List......................................................................................................10Placement Floor Plan / Drawing................................................................................12
EHR Role Assignment and Access List........................................................................13Project Plan Activities List............................................................................................14Master Schedule.............................................................................................................16Practice Signoff.............................................................................................................18
Application Preparedness..................................................................................................19Practice Configuration...................................................................................................19Roles Assignment..........................................................................................................19User Access...................................................................................................................19Abstraction.....................................................................................................................19Application signoff........................................................................................................20
Technology Preparedness..................................................................................................21Survey............................................................................................................................21Installation.....................................................................................................................22Technology Signoff.......................................................................................................23
Staff Preparedness.............................................................................................................24Staff training plan..........................................................................................................24Staff Training Check-off List........................................................................................24
Go Live..............................................................................................................................26Day -1............................................................................................................................26Day 0..............................................................................................................................27Day +1...........................................................................................................................28Week 1...........................................................................................................................29
Transition to Production....................................................................................................30Project complete sign off...................................................................................................34
Table of Figures
Figure 1 – Map to International Health Care San Jose........................................................4Figure 2 - Vitalized EMR eP Deployment Time Pipe at International Primary care..........6Figure 3 - Vitalized EMR eP inter-coordinated deployment time pipe for Group 1...........7Figure 4 - EMR equipment request for International Health Care San Jose.......................9Figure 5 - Practice eP Device Placement Floor Plan Drawing..........................................11Figure 6 - International Primary Care Device Placement Floor plan................................11Figure 7 - Roles and Access Assignment List...................................................................12Figure 8 - International Primary Care Project Plan Activities List...................................13Figure 9 - Three Module Implementation Sets..................................................................14Figure 10 - Master Module Set Deployment Schedule.....................................................15Figure 11 - Project Launch Sign Off.................................................................................17Figure 12 – Application Readiness Sign Off.....................................................................19Figure 13 - Technology Request List................................................................................20Figure 14 - Technology Acceptance Checklist..................................................................21Figure 15 – Technology Readiness Sign Off.....................................................................22Figure 16 - ePrescribe training plan document..................................................................23Figure 17 - Training Check-off List..................................................................................24Figure 18 - Command and Control structure.....................................................................26Figure 19 - Responsibility Matrix......................................................................................31Figure 20 - ePrescribe Module Set Transition To Production documentation..................32Figure 21 – Vitalized EMR ePrescribe Implementation Sign Off.....................................33
International Health Care San Jose Practice Profile
Name International Health Care San Jose
Location 123 Kincora MOB, West100 E. Lancaster AvenueSan Jose, CA 95100
Phone 408-555-1234
Fax 408-555-4321
Back Office 408-555-9876
Physicians and staff David A. Smith, MDDaniel Anderson, DOSteven Fritz, MDDavid A. Kemp, DOJames C. Jones, DOStan Lawson – OM
Practice Administrator Susan Flannery
Physician Assistant Michael Anderson
Medical Assistant Eric Anderson
Deployment Team Cynthia Fritz, LeadFred Smith – Trainer / CoachSally Smith – Trainer / Coach
Cost Center 4321
Miles 19.1
Map
Figure 1 – Map to International Health Care San Jose
vEHR ePrescribe Initiative
EHR Initiative
Project BackgroundA project to develop a deployment model leveraging the pilot experience was undertaken. This model is the source material for the rollout of the EHR solution across the enterprise.
The implementation of the Vitalized Electronic Practice Management (vEPM) solution was completed in 2008 across all facilities.
Early in 2010 the pilot deployment of the Vitalized Electronic Health Records (vEHR) solution was completed at three practices.
Project ScopeThe enterprise deployment of the HER solutions is being accomplished in three phases. Each phase is partitioned into three waves. Each wave includes a defined function of the vEHR software.
The Scope of Phase I, Wave I, is to deploy the ePrescribe module set of the Vitalized EHR solution.
Wave II is to deploy Tasking, Orders & Results, and the Provider Approval Queue (PAQ) modules. Wave II is defined in a separate project plan.
Wave III is to deploy the Point of Care (POC) modules. Wave III is defined in a separate project plan.
Project TimelineThe project is scheduled to run for 25 days and will culminate with the successful implementation of the ePrescribe module set in full use at the practice.
The foldout illustrates the timeline and activities required for the endeavor.
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vEHR ePrescribe Initiative
These are the major events associated with the implementation of the ePrescribe module set in the vEHR application. The deployment team will coordinate these activities with the practice administrator and staff to ensure implementation success. This time pipe in inter-coordinated with the other practices going live at the same time.
Figure 2 - vEHR eP Deployment Time Pipe at International Primary care
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vEHR ePrescribe Initiative
Figure 3 - vEHR eP inter-coordinated deployment time pipe for Group 1
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vEHR ePrescribe Initiative
Project Communications Materials
To facilitate the highest quality communications and expectations management, a series of control documents have been created. They are provided as a baseline for the differing project team members – Executive Management, Practice Administration, IT Project Management, Desktop Management, Network Management, Operations Management, the Help Desk teams, and the staff and management at the International Primary Care Practice.
DocumentDescription and
PurposeOwner Input Editing View Approval
vEHR eP Device Request List
Detail the equipment required for the use of the ePrescribe module in the practice.
International Primary Care
International Primary Care
All All IHC Primary Care
Used to create a purchase order for the practice.
Staff Roles and Responsibilities List
Shows the people responsible for each process at the practice. Includes the security and access assessment.
IHC Primary Care
IHC Primary Care
All All IHC Primary Care
Used to add users and access privileges to the ePrescribe module set for the practices staff.
Project Plan and Timeline
Details the task, critical path, due dates, and assigned resources for each step in the deployment of ePrescribe.
IT All IT All All
Used to drive work and interdependencies between staff, IT, vendors, and subcontractors.
Practice Signoff
Signoff for the start of the
All IT IT All IHC Primary
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vEHR ePrescribe Initiative
ePrescribe deployment project.
Care
Document that the project has been reviewed and approved by the practice.
All project materials are available any time on the SharePoint document server at https://sharepoint.IHC.org/EHR-EP/IHC Primary Care. The deployment team will establish user access to this important communication gateway.
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vEHR ePrescribe Initiative
EHR ePrescribe Devices
Requirements List
Figure 4 - EHR equipment request for International Health Care San Jose
IHCSJ PC's
Flat Screen
MonitorsLaser Jet Printer
Data Ports
Electrical Outlets
Cart / Table for
PCRX Ptr
Lab Label
PtrVertical Scanner
Flat Bed Scanner
Need Data Port and Electric
Need Electric
only
Need Data Port and Electric
Need Data Port and Electric
Need Electric Only - Device connected to PC
Name of Room/Area or User
Existin
g
Need
ed for E
HR
Need
to Ord
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Check In 2 2 0 2 2 0 2 2 0 2 2 0 3 3 0 2 2 0 0 0 0 0 3 3 0 0 0 0Check Out 1 1 0 1 1 0 1 1 0 1 1 0 2 2 0 1 1 0 0 0 0 0 0 0 0 0 0 0Telephone Room 3 3 0 3 3 0 0 0 0 3 3 0 3 3 0 3 3 0 0 0 0 0 0 0 0 0 0 0Billing/Phone Area 2 2 0 2 2 0 0 0 0 2 2 0 2 2 0 2 2 0 0 0 0 0 0 0 0 0 0 0Managers Office 1 1 0 1 1 0 1 1 0 1 1 0 2 2 0 1 1 0 0 0 0 0 0 0 0 0 0 0Medical Records 1 1 0 0 1 1 0 0 0 1 1 0 4 3 1 1 1 0 0 0 0 0 0 0 0 1 1 0Physicians Office 8 5 3 7 5 2 2 3 1 5 5 0 5 5 0 5 5 0 0 0 0 0 0 0 0 0 0 0Lab 0 1 1 0 1 1 1 1 0 2 1 1 4 3 1 1 1 0 0 0 1 1 0 0 0 0 0 0Nurse's Station 5 5 0 5 5 0 1 1 0 6 5 1 6 6 0 5 5 0 2 2 0 0 0 0 0 0 0 0Pod Area 1 1 0 1 1 0 0 0 0 1 1 0 1 1 0 1 1 0 0 0 0 0 0 0 0 0 0 0Hallway Stand Up Desk 0 1 1 0 1 1 0 0 0 1 0 1 1 1 0 1 1 0 0 0 0 0 0 0 0 0 0 0Exam 1 not used now 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0Exam 2,3,4,6 (a) 0 4 4 0 4 4 0 0 0 4 4 0 4 0 4 4 4 0 0 0 0 0 0 0 0 0 0 0
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vEHR ePrescribe Initiative
IHCSJ PC's
Flat Screen
MonitorsLaser Jet Printer
Data Ports
Electrical Outlets
Cart / Table for
PCRX Ptr
Lab Label
PtrVertical Scanner
Flat Bed Scanner
Need Data Port and Electric
Need Electric
only
Need Data Port and Electric
Need Data Port and Electric
Need Electric Only - Device connected to PC
Name of Room/Area or User
Existin
g
Need
ed for E
HR
Need
to Ord
er
Existin
g
Need
ed for E
HR
Need
to Ord
er
Existin
g
Need
ed for E
HR
Need
to Ord
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Need
ed for E
HR
Existin
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Need
to Ord
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Need
ed for E
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Existin
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to Ord
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Need
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Existin
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Exam 5 (b) 0 1 1 0 1 1 0 0 0 1 0 1 1 0 1 1 0 1 0 0 0 0 0 0 0 0 0 0Exam7,9,10,11,12,13,14,15 0 8 8 0 8 8 0 0 0 8 0 8 8 0 8 8 0 8 0 0 0 0 0 0 0 0 0 0Empty physician office 0 1 1 0 1 1 0 0 0 1 1 0 2 2 0 1 1 0 0 0 0 0 0 0 0 1 0 1Exam 8 0 1 1 0 1 1 0 0 0 1 0 1 1 0 1 1 0 1 0 0 0 0 0 0 0 0 0 0
Totals14
16 1
13
16
10 2 1 0 1
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vEHR ePrescribe Initiative
Placement Floor Plan / Drawing
Figure 5 - Practice eP Device Placement Floor Plan Drawing
Figure 6 - IHC Primary Care Device Placement Floor plan
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vEHR ePrescribe Initiative
EHR Role Assignment and Access List
Figure 7 - Roles and Access Assignment List
Name RolevEHR Login
Sorian Login
Remote Access
David Cohen, MD Physicians or Mid Level ProvidersDavid Targan, DO Physicians or Mid Level ProvidersJames Solava, DO Physicians or Mid Level ProvidersDaniel Lazowick, DO Physicians or Mid Level ProvidersWilliam Schetman, MD Physicians or Mid Level ProvidersMichelle Weir Clinical StaffCatherine Bodkin Clinical StaffJennifer Janusziewicz Clinical StaffFrances Grace Lodise Clinical StaffKathryn Spellman Clinical StaffThomas Herrity Clerical StaffJacyln Sioutis Clerical StaffSheila Bryant-Destine Clerical StaffMelanie Rae Caruso Clerical StaffJennifer Lord Clerical StaffDanya Newton Clerical StaffEvellin Rosa Clerical StaffJean Sweeney Clerical StaffSylvia Thompkins Clerical StaffStephanie Lawson Clerical Staff
The deployment team will pre-populate this list with normal role assignments. If changes are requested they will be edited prior to configuration of the ePrescribe module set. Changes can be made at any time using standard request documentation.
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vEHR ePrescribe Initiative
Project Plan Activities List
Figure 8 - IHC Primary Care Project Plan Activities List
The deployment team is responsible for maintaining the project plans timeline. IHC Primary Care is responsible for providing key information about devices requirements/placement, staff roles/access, and workflow knowledge. The Practice Administrator will work interactively with the deployment team to keep the rollout on schedule.
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vEHR ePrescribe Initiative
The ePrescribe module set is the first of three sets of modules to be deployed. The second module set includes Tasking, Orders & Results, plus Physician Approval Queue (PAQ). The third module set is Point of Care (POC).
Figure 9 - Three Module Implementation Sets
The start of the ePrescribe module deployment is July 22, 2010. The second module set is scheduled to begin three weeks later on August 12th, 2010. The third module set is scheduled to begin one week later on August 19th, 2010.
Each implementation team (shown is grey numbers to the right of each group) be responsible for the deployment activities for the same practices, for all module sets. This leverages a deeper understanding of the specific workflow and operating details of the practice and its staff. Team one will be responsible for groups one and two. Team two will be responsible for groups three and four. Team three will be responsible for groups five and six.
Due to the complexity of the development of templates for the Cardiology practices, they are placed at the bottom of the second and third module sets to provide for adequate time for development.
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vEHR ePrescribe Initiative
Master Schedule
Figure 10 - Master Module Set Deployment Schedule
Seq
uen
ce
Grou
p N
um
ber
Grou
p S
tep
Team
Nu
mb
er
Practice
* ePrescrib
e
** Task
ing, O
rders &
R
esults, P
hysician
A
pp
roval Qu
eue
*** Poin
t of Care
1 1 1.1 1 IHC Primary Care 330 7/22 8/12 8/19
2 1 1.2 1 IHC Physicians – Internal Medicine & Geriatrics – San Jose 467
7/22 8/12 8/19
3 1 1.3 1 IHC San Jose 904 7/22 8/12 8/19
4 2 2.1 1 IHC Cardiothoracic Surgeons **** 8/5 10/21 10/28
5 2 2.2 1 IHC Cardiology - Arrhythmia Consultants 556 **** 8/5 10/21 10/28
6 2 2.3 1 IHC Interventional Cardiology **** 8/5 10/21 10/28
7 2 2.4 1 IHC Cardiovascular Group 356 **** 8/5 10/21 10/28
8 2 2.5 1 IHC Cardiovascular Group 233 **** 8/5 10/21 10/28
9 2 2.6 1 IHC Cardiovascular Group 375 **** 8/5 10/21 10/28
10 3 3.1 2 Ashby, Klinzing & Sharma BMH MOB 8/19 8/26 9/2
11 3 3.2 2 Ashby, Klinzing & Sharma Quad 8/19 8/26 9/2
12 3 3.3 2 Malcolm S., MD 425 8/19 8/26 9/2
13 3 3.4 2 Internal Medicine Associates of San Francisco County 3001-C
8/19 8/26 9/2
14 3 3.5 2 IHC Family Medicine 121 8/19 8/26 9/2
15 3 3.6 2 Internal Medicine Associates of San Francisco County
8/19 8/26 9/2
16 3 3.7 2 Rid Primary Care CPC 8/19 8/26 9/2
17 3 3.8 2 Internal Medicine Associates of County 8/19 8/26 9/2
18 4 4.12 Upper Family Medicine IHC
9/29/9 9/16
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vEHR ePrescribe Initiative
Seq
uen
ce
Grou
p N
um
ber
Grou
p S
tep
Team
Nu
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Practice
* ePrescrib
e
** Task
ing, O
rders &
R
esults, P
hysician
A
pp
roval Qu
eue
*** Poin
t of Care
19 4 4.2 2 Upper Pediatrics IHC 9/2 9/9 9/16
20 4 4.3 2 Valley Family Medicine 491 9/2 9/9 9/16
21 4 4.4 2 IHC Physicians – Internal Medicine & Geriatrics 9/2 9/9 9/16
22 5 5.1 3 Nansteel & Morris Associates 304 9/16 9/23 9/30
23 5 5.2 3 Nansteel & Morris Associates IHC 9/16 9/23 9/30
24 5 5.3 3 Newtown Family Medicine 5048 9/16 9/23 9/30
25 5 5.4 3 OB/GYN Associates – Westtown 9/16 9/23 9/30
26 6 6.1 3 OB/GYN Associates 3106 9/30 10/7 10/14
27 6 6.2 3 OB/GYN Associates MLHC 9/30 10/7 10/14
28 6 6.3 3 Pediatric Associates 3403 9/30 10/7 10/14
29 6 6.4 3 Vascular Surgery 3308 9/30 10/7 10/14
Note:
* Group rollout begins once every 10 days** Gap between module set 1 and 2 is 21 days*** Gap between module set 2 and 3 is 7 days.**** Moved to group 6 for module sets 2 and 3.
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vEHR ePrescribe Initiative
Practice SignoffThe deployment team lead will need a signoff from the practice management accepting the scope of the initiative - vEHR ePrescribe module implementation, and that the task assignments have been communicated and acceptable.
The signoff takes the form of an email. Immediately following the successful completion of the project launch meeting and supporting documentation, the practice and appropriate stakeholders will receive a signoff email communiqué. Acceptance of the signoff email is the practices granting the deployment team permission to proceed.
Figure 11 - Project Launch Sign Off
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vEHR ePrescribe Initiative
Application PreparednessThis chapter details the work required to get the application ready for the IHC Primary Care practice. Most of this work is the responsibility of the IT department in general, and the Application Group specifically.
Practice ConfigurationAn enterprise model for the practice site, department, coding,
Roles AssignmentAn enterprise model for role definition and the module / feature access lists.
User AccessConfiguration details for adding roles, users, and
AbstractionThe data abstraction activities and tasks.
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vEHR ePrescribe Initiative
Application signoffThe Deployment Team Lead will need a signoff from the Application Group detailing the applications readiness for the IHC Primary Care practice.
The signoff takes the form of an email. Immediately following the successful completion of the application preparedness completion the Application Group and appropriate stakeholders will receive a signoff email communiqué. Acceptance indicates that the tasks have been completed.
Figure 12 – Application Readiness Sign Off
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vEHR ePrescribe Initiative
Technology Preparedness
Survey
All technology requests need to be verified by a site visit of all appropriate parties.
IHC
Name of Room/Area or User
PC
Mon
itor
Laser P
rinter
Data P
orts
Electrical O
utlets
Cart / T
able for P
C
RX
Prin
ter
Lab
Lab
el Prin
ter
Vertical S
cann
er
Flat B
ed S
cann
er
Check In 0 0 0 0 0 0 0 0 0 0
Check Out 0 0 0 0 0 0 0 0 0 0
Telephone Room 0 0 0 0 0 0 0 0 0 0
Billing/Phone Area 0 0 0 0 0 0 0 0 0 0
Managers Office 0 0 0 0 0 0 0 0 0 0
Medical Records 0 1 0 0 1 0 0 0 0 0
Physicians Office 3 2 1 0 0 0 0 0 0 0
Lab 1 1 0 1 1 0 0 1 0 0
Nurse's Stration 0 0 0 1 0 0 2 0 0 0
Pod Area 0 0 0 0 0 0 0 0 0 0
Hallway Stand Up Desk 1 1 0 1 0 0 0 0 0 0
Exam 1 not used now 0 0 0 0 0 0 0 0 0 0
Exam 2,3,4,6 (a) 4 4 0 0 4 0 0 0 0 0
Exam 5 (b) 1 1 0 1 1 1 0 0 0 0
Exam7,9,10,11,12,13,14,15 8 8 0 8 8 8 0 0 0 0
Empty physician office 1 1 0 0 0 0 0 0 0 1
Exam 8 1 1 0 1 1 1 0 0 0 0
Totals 14 16 1 13 16 10 2 1 0 1Figure 13 - Technology Request List
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vEHR ePrescribe Initiative
Installation
As the technologies are review and approved they will be checked off from this list.
IHC
Name of Room/Area or User
PC
Mon
itor
Laser P
rinter
Data P
orts
Electrical O
utlets
Cart / T
able for P
C
RX
Prin
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Lab
Lab
el Prin
ter
Vertical S
cann
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Flat B
ed S
cann
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Check InCheck OutTelephone RoomBilling/Phone AreaManagers OfficeMedical RecordsPhysicians OfficeLabNurse's StationPod AreaHallway Stand Up DeskExam 1 not used nowExam 2,3,4,6 (a)Exam 5 (b)Exam 7, 9,10,11,12,13,14,15Empty physician officeExam 8
Figure 14 - Technology Acceptance Checklist
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vEHR ePrescribe Initiative
Technology Signoff
The Deployment Team Lead will need a signoff from the following groups – Technology (Desktop & LAN), Practice Administration, and Office Management, detailing the technologies readiness for the ePrescribe module set at the IHC Primary Care practice.
The signoff takes the form of an email. Immediately following the successful completion of the technology preparedness and the appropriate stakeholders will receive a signoff email communiqué. Acceptance indicates that the tasks have been completed.
Figure 15 – Technology Readiness Sign Off
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vEHR ePrescribe Initiative
Staff Preparedness
Staff training plan
A training plan has been established to provide for the proper skills assessment and knowledge transfer to each ePrescribe user. The Practice administrators and office managers should collaborate to enroll all practice staff in this mandatory training class. Supplemental tutoring and coaching is available prior to the go-live upon request.
Figure 16 - ePrescribe training plan document
There are three stages of training for the ePrescribe module.
1. Training system setup and access setup2. Classroom training on the features and functions of the ePrescribe module set3. One-on-One tutoring and refresher prior to the go-live.
Based on the staff role assignments, each practice employee will be given access to the training systems. The state of the data base will be reset to a base condition. The curricula will be distributed electronically and in hard copy. Everybody is encouraged to visit the site, log in, navigate through the screens and functions, and complete as many transactions as possible. End of Day transactions should be exercised as well.
The training materials should be studied in advance and questions compiled as the materials are being reviewed. The FAQ ledger should be studied.
All training will take place in a classroom. For those facilities that are located a considerable distance from the IT general office, a suitable remote classroom may be established. The deployment lead or practice administrator will notify you of the location of the classroom.
Training is mandatory and strict. Please attend all classes you are requested to, and arrive ready as the start time indicates. Cell phone, pager, and laptops are permissible but all efforts should be made to keep distributions to a minimum. The knowledge obtained here is key to the success of the rollout.
The ePrescribe module set is a ½ day (4 hour) class.
Staff Training Check-off List
Figure 17 - Training Check-off List
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vEHR ePrescribe Initiative
Name
Featu
re 1
Featu
re 2
Featu
re 3
Featu
re 4
Featu
re 5
Featu
re 6
Featu
re 7
Featu
re 8
Featu
re 9
Featu
re 10
Featu
re 11
Featu
re 12
Featu
re 13
Featu
re 14
Featu
re 15
David Cohen, MDDavid Targan, DOJames Solava, DODaniel Lazowick, DOWilliam Schetman, MDMichelle WeirCatherine BodkinJennifer JanusziewiczFrances Grace LodiseKathryn SpellmanThomas HerrityJacyln SioutisSheila Bryant-DestineMelanie Rae CarusoJennifer LordDanya NewtonEvellin RosaJean SweeneySylvia ThompkinsStephanie Lawson
Remote Access Service training of key practice members will be scheduled and conducted one-on-one. Please ask the deployment leader or the practice administrator for classrooms and times.
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vEHR ePrescribe Initiative
Go Live
Day -1The day prior to the go-live, the deployment team and practice administrator will visit the practice site for a run through.
The technology will be reviewed to ensure all workstations, printers, and scanners are performing to specification. The application module set will be exercised to ensure that it is available to the site. The user community will log in, navigate to the appropriate ePrescribe screens and functions depending on the users role and access configuration.
A final go, no go decision is required to proceed. If all systems are go, the application will proceed to go the next day. If there are issues that would prevent a go-live, the deployment team will review the corrective actions and advise the stakeholders on steps required to neutralize the obstacle.
Initials Deployment Lead
Practice Administrator
Office Manager
Technology Management
Operations Management
GoNo Go
Notes:
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vEHR ePrescribe Initiative
Day 0Command and Control
The on-site team is comprised of the project lead and two application coaches. They will coordinate all go live activities with the Practice Administrator and Office Manager.
Figure 18 - Command and Control structure
The physician and support staff are pivotal to the success of the implementation of the ePrescribe module set. In-office operations are the primary focus of the go-live. All staff will have sign-on identification, password assignments, and permission to access the required functions within the ePrescribe module set.
The off site team is comprised of the helpdesk as well as key technology contributors - Desktop support, Local Area Network support, Wide Area Network support, and Data Center support. To keep corrective time to its bare minimum, the helpdesk will be instructed to collect issue information and immediately dispatch it to the on-site team members for resolution.
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vEHR ePrescribe Initiative
Day +1The day after the go live is structured the same as the go-live days from a coverage point of view. If all goes according to plan on day 0, some of the on-site personal may be recalled to the IT office.
Response time to issues will remain at its highest level.
Performance monitoring of the technology landscape will be done at the IT office. The performance of the Local Area Network, Wide Area Network, Application Server(S), Data Base systems, and storage performance will continue through the go live week. Statistics on capacity and performance will be review daily to avert user response problems. Metrics will be provided to the IT and ASP groups to reinforce quality objectives.
End of Day debriefings will review the day’s transactions, workflow review, and refinements needed to meet quality objectives. Best practice business process review will be documented and added to the projects archives.
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vEHR ePrescribe Initiative
Week 1The operations of the ePrescribe module set will continue for the remainder of the week. Documentation will be compiled to transition the support of the module to the sustaining support group.
Recommendations on Help Desk knowledge transfer will be documented and review with Help Desk team members and management. Ticket triaging scripts will be developed and provided to the call center personal. The information collection and knowledge transfer documentation will follow the enclosed questioning guidelines.
1. Issue encountered by user.2. Application the user is running3. Function the user is running4. Is the system slow, or not working at all5. Specific actions being taken (save, exit, tab, enter, etc.)6. Specific patient or transaction being worked on7. Specific computer being worked on8. Specific document being printed or reviewed9. Is the transaction missing data or contains invalid data10. Has user tried to perform this function on other computers11. Have other users experiences this issue12. When did this issue arise – Has it been misbehaving all day
The formal turnover from the project team to the sustaining support team will close the project.
The expected service levels of the practice will be documented by the deployment team and IT management.
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vEHR ePrescribe Initiative
Transition to Production
Once the module implementation stabilizes, it is transferred to the sustaining support teams within the organization, and at the application service provider – Siemens. The knowledge of how to take helpdesk calls, add new staff, and diagnose operating issues with the solution is embodied in the Transition To Productions (TTP) documentation.
The sustaining support of the ePrescribe module set is one of many information technologies utilized at the Practice. The responsibility matrix provides a coverage map for each component or process.
Category \ Task
Intern
ational H
ealth
IS E
HR
Ap
plication
An
alyst
Help
Desk
IS A
mb
ulatory T
eam
IS D
BA
Team
IT In
tel Team
IT D
esktop
Team
IT S
torage Mgm
t. Team
IT H
L7 T
eam
IT S
ecurity A
dm
in.
IT S
ite Mgm
t.
Vitalized
EH
R
Problem Report X XFirst Call Resolution (password reset, Account unlocks) XPrinter Setup: (printer must be set for each form)
Individual Forms XPrint Server X
Install Physical printer XActivate printer X
Application Errors:Base X X
Problems X XRX+ X X
Allergies X XNote X X
Vitals X XTask X X
Dictate X XCharge X X
Order X XPersonal Computer Errors XApplication Administration
Creation/Support of templates XSupport of libraries/dictionaries X
Server Support
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vEHR ePrescribe Initiative
Category \ Task
Intern
ational H
ealth
IS E
HR
Ap
plication
An
alyst
Help
Desk
IS A
mb
ulatory T
eam
IS D
BA
Team
IT In
tel Team
IT D
esktop
Team
IT S
torage Mgm
t. Team
IT H
L7 T
eam
IT S
ecurity A
dm
in.
IT S
ite Mgm
t.
Vitalized
EH
R
Monitor Production Database Backups X X
Monitor Data Storage Consumption X XMonitor Failover Servers X
Monitor All server performance XInterface Monitoring & Support
Reg/Sched inbound to EHR X X XDictionary XML inbound to EHR X X X
Cerner Lab Results inbound to EHR X X XCerner Lab Orders outbound from
EHR X X XIDXRad Results outbound to EHR X X X
IDXRad Orders outbound from EHR X X XMedQuist (Hospital Documentation)
dictation outbound from EHR X X XMedQuist (Hospital Documentation)
transcription inbound to EHR X X XCharges outbound from EHR X X X
Middleware Engine XMonitor Registration Interface Logs XMonitor Scheduling Interface Logs X
Monitor Transcription Interface Logs XMonitor IDXRad Interface Logs X
Monitor RX Fax Logs XDatabase Support XSecurity
Provisioning XPassword Resets, Account Unlocks X
Impac MD User Setup X XMaintain Security
Classifications/Groups XVitalized Contact
Reporting Issues X XProduction Support X X
Training XCreation/Maintenance of Customer System Downtime Procedures XTraining Environment Maintenance
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vEHR ePrescribe Initiative
Category \ Task
Intern
ational H
ealth
IS E
HR
Ap
plication
An
alyst
Help
Desk
IS A
mb
ulatory T
eam
IS D
BA
Team
IT In
tel Team
IT D
esktop
Team
IT S
torage Mgm
t. Team
IT H
L7 T
eam
IT S
ecurity A
dm
in.
IT S
ite Mgm
t.
Vitalized
EH
R
Coordination with Sites/Orgs XWipe clean/recreate X X
Testing Environment MaintenanceCoordination with Sites/Orgs X
Wipe clean/recreate X XChanges to production environment
Coordinate with IT and provide change details X
Open change mgmt ticket X X X X X X X XCoordinate change with vendor &
Customers X X X X X X X XTesting signoff X
Application UpgradeTesting X
Scheduling with vendor and IS XChange Management X
Project Mgmt (If needed) XFigure 19 - Responsibility Matrix
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vEHR ePrescribe Initiative
The documentation covers the following topics:
1. Top ten support issues of the user community2. Interface technologies that transport data in and out of the ePrescribe module3. Administrative and maintenance instructions – Staff, department, site, coding, etc4. Infrastructure monitoring – diagnostics5. Shutdown and startup procedures and sequencing6. Manual and automatic periodic batch processing7. Applications availability schedule8. Error Log monitoring and corrective action procedures9. Responsibility Support Matrix
Figure 20 - ePrescribe Module Set Transition To Production documentation
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vEHR ePrescribe Initiative
Project complete sign off
The Deployment Team Lead will need a signoff from all groups for the ePrescribe module set at the IHC Primary Care practice.
The signoff takes the form of an email. Immediately following the successful completion of the implementation and the appropriate stakeholders will receive a signoff email communiqué. Acceptance indicates that the tasks have been completed.
Figure 21 – vEHR ePrescribe Implementation Sign Off
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