Implementation, training and support

Implementation should support all stages of the adoption life cycle, beginning with a thorough site assessment in which user requirements and preferences are documented. The focus should be on optimizing your office workflows and redefining them to leverage the software’s strengths. To ensure maximum uptake, project deliverables should be tied to key clinical outcomes.

Training should be role-based, multi-modal and workflow-centric. It should provide learners with support material such as written documentation, video walk-throughs, discussion forums and quick reference guides. As well, paper-chart preload strategies help speed up the paper-to-electronic-chart transition. Expect on-site vendor support before and during the training and at the ‘go live’ phase of the implementation.

Ongoing support should include email and phone support that follows industry practices such as ITIL (the Information Technology Infrastructure Library). There should also be self-serve options such as discussion forums, a client intranet, workflow documentation, service bulletins and product advisories.

Your support should, overall, stem from a partnership with your vendor that not only ensures your system is maintained but also allows for ongoing professional development, periodic needs-assessment, and the provision of additional training and support