It’s quite rewarding to work with clients who are in the middle of long, complex EMR and Business Application implementations who have a strong desire to utilize their new tool to its fullest potential. With that said, the old saying “walk before you run” comes to mind. One might argue that it is best practice to learn the fundamental basics of a new technology solution rather than dive into the deep end of the pool by building highly complex workflows that are customized to various constituents within your organization.
This is especially true for the Health System that is involved in a prolonged transition, migrating hospitals and physician practices over the course of multiple years. The physicians, nursing staff and revenue cycle staff that were involved in the initial phase of the implementation have become “seasoned” users and feel they are ready for a more sophisticated technology experience. Those who have transitioned thirty days ago need time to get to know the tool, its basic capabilities and functions.
What does an organization in this situation do? Do enhancements that affect the system as a whole get introduced now to elevate performance for those who have been using the new system for more than a year? Do you potentially frustrate the experienced user while the remaining Health System rolls out the new technology system-wide knowing that it may be two years to complete? Do you have the resources to dedicate to enhancements while you are in an implementation mode?
These decisions require a strong governance structure with comprehensive representation from all facets of the organization that is affected by the new technology. Discussions need to take place to determine if an enhancement is in the best interest for all end users whether they are novices or experts in the system. If the decision to enhance the system during implementation is made, a robust process for training providers and staff on the new functionality must be developed. Effective communication campaigns and end user system support should also be provided.
It can become a very fine line between a “must have” and a “nice to have”. Strong guiding principles related to technology changes during implementation will be key to navigating the myriad of requests that will be made.