Healthcare professionals rely daily on electronic health records (EHR) to document patient care and streamline administrative tasks. As technology advances, the challenge of mastering new EHR systems becomes crucial for IT departments. Chris Mercier, Vice President of Research and Development at Juno Health, emphasizes the importance of equipping IT teams with the necessary skills to support clinical end users effectively.
Understanding the EHR Learning Curve
The transition to a new EHR system brings a steep learning curve for all involved. IT personnel must gain in-depth knowledge of the software, paralleling the expertise of clinical end users. Unfortunately, many hospitals do not allocate sufficient time for IT staff to familiarize themselves with the software, hindering their ability to configure and support the system effectively.
To address this gap, IT teams should engage in comprehensive training and become involved in all aspects of the EHR implementation process, including training sessions, integrations, and data migrations. This proactive approach ensures that IT personnel are not just reactive but are equipped to preemptively tackle potential issues. Continuous learning is essential, and teams should routinely consult vendor release notes and test scripts to stay informed about new workflows and use cases.
Establishing a Robust Support System
The success of an EHR system hinges on the effectiveness of its support structure. A well-organized support system can significantly enhance the end-user experience. Creating a multitiered support framework that addresses various levels of user needs is crucial. This system might include:
– **Tier 1**: Clinical super users or informatics specialists providing immediate support at the bedside.
– **Tier 2**: Specialized IT staff addressing complex system issues and customizations.
– **Tier 3**: Vendor support and system administrators managing critical failures and system upgrades.
IT departments should also focus on on-site triage capabilities. By leveraging their knowledge of both the software and user needs, IT teams can assist clinicians with minor issues, allowing them to return to their patient care responsibilities more quickly. Establishing dedicated helplines and on-site support staff is vital for addressing issues like connectivity problems, system resource checks, and software-related concerns.
When significant issues arise, such as corrupt files or systemic failures, IT can escalate these problems to the vendor for rapid resolution. Submitting help tickets ensures that clinicians receive timely support, enabling them to maximize their productivity even when faced with technical challenges.
Data analytics play a pivotal role in EHR management as well. IT teams should monitor system performance, focusing on CPU and RAM usage, network utilization, and response times. As EHR technology evolves, proactive alerting systems will help identify potential issues before they impact patient care.
Clear communication between clinical staff and IT is essential for effective EHR support. Clinicians should feel comfortable providing feedback about system functionality to IT and the EHR vendor. Collaborating with clinician champions can lead to customized workflows and templates that meet the needs of various specialties. These advanced users can also offer peer support, enhancing the overall user experience.
Regular cross-functional committee meetings involving IT, product management, and clinical leadership are important for assessing how well the EHR meets organizational needs. Establishing rapport across departments encourages end users to voice concerns and collaborate on solutions.
As the healthcare landscape becomes increasingly complex, IT departments must implement best practices for EHR support. Maintaining open lines of communication ensures that users are adequately trained and can navigate key dashboards to facilitate the flow of information effectively.
Chris Mercier’s extensive background in healthcare IT, spanning over 30 years, underpins these strategies. His leadership at Juno Health focuses on developing innovative solutions that enhance patient care through efficient EHR management. Outside of his professional commitments, Mercier enjoys hobbies such as 3D printing, woodworking, and spending time with his son.
