How Do We Do It?
314e employs EHR Subject Matter Experts (SMEs) to screen and hire “best-of-the-best” trainers to ensure the highest quality and best fit for your Epic implementation & Go-live needs.
Use of Credentialed Trainers
314e has been able to provide At-the-elbow support in several instances with the service of only CTs. This results in better quality support for the customer. We recognize that this may not be possible in every instance, but we work hard to get as many CTs as possible on the larger Go-lives. We have a proprietary candidate ranking system with multiple checks, tests, and extreme vetting, which allows us to put the best resources on your projects.
Our dedicated account management team will handle all routine communication, issues, and escalations by your leadership team. We provide multiple paths of escalation to offer redundancy and a quick, guaranteed turnaround time. Our account management team consists of on-site and off-site coordinators and members from our leadership team to ensure that the program governance is of the highest standard.
Implementation of a well-structured and coordinated logistics support program, which includes bulk hotel/room bookings, use of shuttle buses (when appropriate) to ensure attendance and punctuality are all part of our standard operating procedures for EHR Go-live support.
Technology assistance with scheduling, time & attendance, reporting, and communication is essential to achieving a successful training program. We use commercial off-the-shelf scheduling, attendance, and reporting products, our proprietary scheduling solutions, or a combination of both.
Our extensive Go-live experience has allowed us to successfully transfer our knowledge, experience, and lessons learned from one implementation to another. Our key learnings that you will benefit from are:
314e works with your leadership, project team, and technical teams to plan out what the command center will look like, how it will run, ticket triage, what becomes a ticket/what becomes a direct call, and so much more. We can design, deliver, and implement a complete Command Center Playbook that will outline every facet of the Command Center from its resurrection to when we close the doors. The follow-up procedure for business is as usual once the Command Center is taken down.
Taper Down Model
We use a “Taper Down” method when it comes to Go-live Support. This fades the support model slowly and gradually to strengthen your core staff and refrain from the immediate withdrawal of support staff. We find tapering down also helps organizations stay within their budget when utilized effectively.
Licensed Clinician Support Model
Licensed Clinicians are sometimes the preferred support model for specific areas or employee bodies such as Physicians. A dedicated Physician training team should provide affiliated Physician training. 314e has a vast resource pool with Licensed Personnel, ranging from Physicians, Nurses, and Pharmacists.
314e has developed Departmental Readiness Scorecards that provide straightforward and streamlined reporting to give your leadership. It offers structured feedback on the stability of the departments which our ATE resources are supporting. This is to focus ongoing efforts on the areas and users that need continued or even increased support and identify those areas and users who are comfortable in the new system and workflows and returning to total productivity.
Support Ratios That Make Sense to Your Planning
Many consulting firms use a “one size fits all” staffing ratio. 314e looks at various details to ensure each department and location is appropriately staffed, based on “acuity” scoring around end-user needs. We believe in doing a geographical walk-through to see if there are items that would disrupt the flow of a support resource being easily accessible to a set number of people to provide support.
Login Labs and Physician Personalization
314e has extensive experience with Go-live readiness activities like Login Labs and Physician Personalization. We recommend co-locating a security SWAT team during Go-lives to mitigate the issue in real-time. We will lay the groundwork to minimize every possible risk and help win the acceptance of your clinical and non-clinical staff. We will also analyze your system-wide workflows and recommend prerequisites to develop checklists that include all areas of readiness activities.