Selection, Implementation, Support, and Maintenance -HEALTHCARE INFORMATION AND SYSTEMS MANAGEMENT Flashcards
Solution selection activities (e.g., identify organizational stakeholders, demonstrations, site visits, reference checks)
Solution Selection Activities
- Identify Organizational Stakeholders
- Facilitator: Provides overall leadership and coordination of the system selection process.
- Executive Sponsor: Provides support, clarifies the mission, facilitates necessary resources, and acts as a champion within the organization.
- Technical Representative: Provides technical expertise, such as IT, biomedical, and telecommunications.
- Business Representative: Provides business or clinical end-user expertise. These individuals are highly knowledgeable about the current business and workflows and represent the end users.
- Program/Project Manager: Provides implementation and methodology expertise.
- Contracting Representative: Provides contracting, negotiation, and process expertise.
- Financial Representative: Provides budgetary expertise.
- Organizational Change Leader: Provides expertise related to facilitating change within the organization.
- Governance Committee: Provides oversight but is often not directly involved in the team. The selection team reports to this group.
- Request for Information (RFI)
- The RFI provides a format for gathering information about which vendors are able to meet the high-level requirements.
- Responses are compared with the documented requirements, which may be modified prior to posting the RFP if it is clear some required items are not available or require more definition.
- Request for Proposal (RFP)
- The RFP provides the official request for vendors to submit how they will meet the requirements, which are more defined and include timelines and budget details.
- Evaluation of RFP Responses
- Responses should be reviewed and scored based on the ability to meet required, preferred, and optional requirements.
- This step is accomplished with the entire team doing independent scoring of each response, followed by team discussion and consensus on a final score.
- Comparison to IT Strategic Plan
- Evaluate how a vendor’s solution or planned implementation will fit with the organization’s IT strategic plan.
- Consider the IT roadmap and how the offered solution fits with this roadmap.
- Compliance with Regulatory Requirements
- Evaluate all vendors against any government, regulatory, or security requirements.
- Background Checks
- Evaluate the vendor’s financial stability, market share, and customer satisfaction.
- Consider how long a product has been on the market and how many other customers are using it.
- Demonstrations
- Request demonstrations to show how vendors can meet the request.
- Provide a list of scenarios to the vendors to demonstrate how their product can meet your needs.
- Ensure all vendors demonstrate the same scenarios for proper comparison.
- Trial Period or Trial Version of the Software
- If available, take advantage of trial versions or trial periods to run through end-user scenarios and see the system’s fit for the requirements.
- Site Visits
- Visit a site that has already worked with a vendor and implemented their solution.
- Ask specific questions about working with the vendor, their response to support requests, and how easy it is to customize the application. - Client References
- If a site visit is not possible, conduct a call with the reference site to ask questions.
- Use remote web meeting technologies to have a demonstration of how a client is using the system. - Selection Meetings
- The team meets regularly to evaluate and score the remaining vendors against the new information obtained through research, demonstrations, site visits, and original proposal scores. - Negotiation
- The contract representative negotiates with the remaining vendors to obtain the best solution for the organization.
- Carefully review all documents sent to the organization from the vendors. - Selection
- Based on the negotiations and the final offer from each of the remaining vendors, the team makes a selection.
- Document each step of the process and the justification for the selection. - Budget Development
- Develop the budget based on the costs defined during negotiation and selection.
- Include costs beyond the system vendor, such as contractors, hardware, integration services, training, travel, and standard fixed or variable costs.
By following these steps, you can ensure a thorough and effective solution selection process that aligns with your organization’s strategic goals and operational needs1).
Effective technical change management practices
- Establish a Change Management Team
Leadership Support: Secure commitment from top management and appoint a senior leader to champion the change management process.
Diverse Representation: Include members from various departments such as IT, clinical, administrative, and compliance to ensure all perspectives are considered. - Develop a Change Management Plan
Define Objectives: Clearly outline the goals and objectives of the change.
Identify Stakeholders: Determine who will be affected by the change and how they will be impacted.
Communication Strategy: Develop a communication plan to keep all stakeholders informed about the change process, timelines, and expectations. - Conduct a Risk Assessment
Identify Risks: Assess potential risks associated with the change, including technical, operational, and organizational risks.
Mitigation Strategies: Develop strategies to mitigate identified risks and ensure business continuity. - Engage Stakeholders
Involve End Users: Engage end users early in the process to gather input and address concerns.
Training and Education: Provide comprehensive training and education to ensure users are prepared for the change. - Implement the Change
Pilot Testing: Conduct pilot tests to identify any issues and make necessary adjustments before full implementation.
Phased Implementation: Consider a phased approach to implementation to minimize disruption and allow for adjustments. - Monitor and Evaluate
Continuous Monitoring: Implement continuous monitoring to track the progress of the change and identify any issues.
Feedback Mechanisms: Establish feedback mechanisms to gather input from users and make improvements as needed.
Performance Metrics: Define key performance indicators (KPIs) to measure the success of the change. - Post-Implementation Support
Ongoing Support: Provide ongoing support to users to address any issues that arise after implementation.
Review and Adjust: Conduct regular reviews to assess the effectiveness of the change and make necessary adjustments.
By following these steps, healthcare organizations can ensure effective technical change management practices that support successful implementation and adoption of new systems and processes
Effective training and support method - Training Methods
Training Methods
Computer-Based Learning (CBL)
Description: CBL involves the use of computers and software to deliver training content. This method allows learners to access training materials at their own pace and convenience.
Advantages: Flexibility, self-paced learning, and the ability to track progress and performance.
Implementation: Develop interactive modules, quizzes, and simulations that cover the key functionalities of the new system. Ensure that the content is engaging and easy to understand.
Classroom Training
Description: Traditional instructor-led training sessions conducted in a classroom setting. This method allows for direct interaction between the trainer and the learners.
Advantages: Immediate feedback, hands-on practice, and the opportunity for learners to ask questions and clarify doubts.
Implementation: Schedule training sessions that cover different aspects of the system. Use a mix of lectures, demonstrations, and hands-on exercises to reinforce learning.
Train the Trainer
Description: A method where a select group of individuals (trainers) are trained on the new system, and these trainers then train the rest of the staff.
Advantages: Scalable, cost-effective, and ensures that trainers have a deep understanding of the system.
Implementation: Identify and train a group of trainers who are knowledgeable and comfortable with the new system. Provide them with comprehensive training materials and support.
At-the-Elbow Support from Superusers
Description: Superusers are individuals who have received advanced training on the new system and provide on-the-spot assistance to their colleagues during and after the implementation.
Advantages: Immediate support, increased confidence among users, and quick resolution of issues.
Implementation: Identify and train superusers who are enthusiastic and willing to help their colleagues. Ensure that they are available during the initial rollout and provide ongoing support as needed.
Effective training and support method - Support Methods
Support Methods
Help Desk Support
Description: A dedicated help desk that users can contact for assistance with the new system. This can be staffed by IT professionals or superusers.
Advantages: Centralized support, quick resolution of issues, and the ability to track and analyze common problems.
Implementation: Set up a help desk with multiple channels of communication (phone, email, chat). Ensure that the staff is well-trained and equipped to handle a variety of issues.
User Manuals and Quick Reference Guides
Description: Comprehensive documentation that provides step-by-step instructions on how to use the new system. Quick reference guides offer concise information on common tasks.
Advantages: Easy access to information, reduces the need for direct support, and helps users become self-sufficient.
Implementation: Develop detailed user manuals and quick reference guides. Make them available in both digital and printed formats.
Online Knowledge Base
Description: An online repository of articles, FAQs, and troubleshooting guides that users can access to find solutions to common problems.
Advantages: 24/7 access, reduces the burden on the help desk, and encourages self-service.
Implementation: Create and maintain an online knowledge base. Ensure that the content is regularly updated and easy to search.
Regular Feedback and Continuous Improvement
Description: Collecting feedback from users and using it to improve the training and support methods.
Advantages: Ensures that the training and support methods remain relevant and effective, and helps identify areas for improvement.
Implementation: Conduct regular surveys and feedback sessions. Use the feedback to make necessary adjustments to the training and support methods.
By employing these training and support methods, healthcare organizations can ensure that their staff is well-prepared to use new systems effectively, leading to improved efficiency, productivity, and patient care outcomes
Implement solutions while managing scope, schedule, budget, and quality
- Define Project Scope
Clear Objectives: Clearly define the project objectives and deliverables. Ensure that all stakeholders have a shared understanding of what the project will achieve.
Scope Statement: Develop a detailed scope statement that outlines the project boundaries, including what is included and what is excluded.
Requirements Gathering: Engage stakeholders to gather detailed requirements and ensure they align with the project objectives. - Develop a Project Schedule
Work Breakdown Structure (WBS): Create a WBS that breaks down the project into manageable tasks and activities.
Timeline: Develop a project timeline with milestones and deadlines. Use project management tools to track progress and adjust the schedule as needed.
Resource Allocation: Assign resources to tasks based on their availability and expertise. Ensure that resource allocation is realistic and achievable. - Manage the Budget
Budget Planning: Develop a detailed budget that includes all project costs, such as hardware, software, implementation services, training, and support.
Cost Control: Monitor project expenses regularly and compare them to the budget. Implement cost control measures to prevent budget overruns.
Contingency Planning: Include a contingency budget to address unexpected costs or changes in project scope. - Ensure Quality
Quality Plan: Develop a quality management plan that outlines the quality standards and criteria for the project. Define the processes and procedures for quality assurance and quality control.
Testing and Validation: Implement a comprehensive testing strategy to validate that the solution meets the defined requirements and quality standards. Conduct unit testing, integration testing, system testing, and user acceptance testing.
Continuous Improvement: Establish feedback mechanisms to gather input from users and stakeholders. Use this feedback to make continuous improvements to the solution. - Change Management
Change Control Process: Implement a change control process to manage changes to the project scope, schedule, and budget. Ensure that all changes are documented, evaluated, and approved before implementation.
Stakeholder Communication: Communicate changes to stakeholders promptly and ensure they understand the impact of the changes on the project. - Risk Management
Risk Identification: Identify potential risks that could impact the project. Assess the likelihood and impact of each risk.
Risk Mitigation: Develop risk mitigation strategies to address identified risks. Monitor risks throughout the project and adjust mitigation plans as needed. - Project Monitoring and Reporting
Progress Tracking: Use project management tools to track progress against the project plan. Monitor key performance indicators (KPIs) to assess project performance.
Status Reporting: Provide regular status reports to stakeholders, highlighting progress, risks, issues, and any changes to the project plan.
Issue Resolution: Implement a process for identifying, tracking, and resolving project issues. Ensure that issues are addressed promptly to prevent delays.
By following these steps, healthcare organizations can effectively implement solutions while managing scope, schedule, budget, and quality, ensuring successful project outcomes
Maintain healthcare information systems (e.g., operate, upgrade)
Maintaining healthcare information systems involves several key activities to ensure they operate efficiently, remain secure, and continue to meet the needs of the organization. Here are some essential steps to maintain these systems:
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Regular System Updates and Upgrades
- Software Updates: Regularly update software to the latest versions to benefit from new features, security patches, and performance improvements.
- Hardware Upgrades: Periodically assess and upgrade hardware components to ensure they can handle the increasing load and new software requirements.
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Data Backup and Recovery
- Regular Backups: Implement a robust data backup strategy that includes regular backups, off-site storage, and secure backup solutions. Ensure that backups are encrypted and tested regularly.
- Disaster Recovery Plan: Develop and maintain a disaster recovery plan to ensure quick recovery of systems and data in case of a failure or disaster.
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System Monitoring and Performance Tuning
- Continuous Monitoring: Use monitoring tools to continuously track system performance, identify bottlenecks, and detect potential issues before they become critical.
- Performance Tuning: Regularly tune system performance by optimizing databases, adjusting configurations, and ensuring efficient resource utilization.
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Security Management
- Access Controls: Implement strict access controls to ensure that only authorized personnel can access sensitive data and systems. Use role-based access controls (RBAC) to limit data access based on job responsibilities.
- Security Audits: Conduct regular security audits and vulnerability assessments to identify and address potential security weaknesses.
- Data Encryption: Use encryption to protect data both in transit and at rest. Ensure that encryption keys are managed securely.
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User Support and Training
- Help Desk Support: Provide a dedicated help desk that users can contact for assistance with the system. Ensure that help desk staff are well-trained and equipped to handle a variety of issues.
- Training Programs: Implement ongoing training programs for users to ensure they are proficient in using the system and aware of any new features or updates.
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Change Management
- Change Control Process: Implement a change control process to manage changes to the system, including software updates, configuration changes, and new feature implementations. Ensure that all changes are documented, tested, and approved before implementation.
- Stakeholder Communication: Communicate changes to stakeholders promptly and ensure they understand the impact of the changes on the system.
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Compliance and Regulatory Adherence
- Regulatory Compliance: Ensure that the system complies with relevant regulations and standards, such as HIPAA (Health Insurance Portability and Accountability Act) and GDPR (General Data Protection Regulation).
- Documentation: Maintain comprehensive documentation of system configurations, processes, and procedures to support compliance and audits.
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System Integration and Interoperability
- Data Integration: Use data integration tools to consolidate data from various sources into a unified system. Ensure seamless data exchange between different systems and applications.
- Interoperability Standards: Adopt interoperability standards such as HL7 (Health Level Seven) and FHIR (Fast Healthcare Interoperability Resources) to facilitate seamless data exchange.
By following these steps, healthcare organizations can ensure that their information systems remain reliable, secure, and efficient, ultimately supporting the delivery of high-quality patient care
Error Reports
Error reports are crucial for identifying recurring issues and areas that need improvement. Common problems include:
Accounting Errors: Frequent errors related to accounting and line errors, as highlighted in the RQC2G reports1.
Audio, Video, and Client Issues: Teams have reported problems with audio, video, and client issues, which require appropriate log collection and problem identification1.
Medication Errors: Issues related to Rx billing errors, where incorrect charges are being dropped due to system limitations1.
Help Desk Logs
Help desk logs reveal common issues faced by users, such as:
Password Resets: A significant number of help desk calls are related to password resets and account unlocks1.
Access Issues: Users frequently encounter problems with accessing OnBase and other applications due to network or password changes1.
MyChart Assistance: Help desk staff often assist patients with MyChart activation codes and proxy access
Surveys
Survey results provide insights into user satisfaction and areas for improvement:
Error Reporting Satisfaction: Many team members are not comfortable using the error reporting systems and face barriers such as time consumption and lack of follow-up1.
Team Engagement: The 2024 TEAM survey results highlight the importance of building trust and encouraging transparency to improve team engagement.
Performance Metrics
Performance metrics indicate areas where improvements are needed:
Usage Metrics: Reports on pharmacy analytics usage show trends in report performance and usage1.
Performance Over Time: Metrics related to performance over time reveal fluctuations in key performance indicators (KPIs) and highlight areas that need attention
Network Monitoring
Network monitoring data shows trends in network performance and security:
Azure Network Watcher: Monitoring tools like Azure Network Watcher are used to diagnose network issues and ensure connectivity1.
Security Monitoring: There is a focus on applying security monitoring and reporting to enhance network security1.
Key Trends and Recommendations
Recurring Issues: Address recurring issues such as accounting errors, audio/video problems, and medication errors by implementing targeted training and system improvements.
User Support: Enhance help desk support by providing more self-service options and improving access management processes.
Error Reporting: Improve the error reporting process by simplifying the system, providing follow-up, and addressing user concerns.
Performance Monitoring: Regularly review performance metrics to identify trends and take corrective actions to maintain high performance.
Network Security: Strengthen network security by implementing advanced monitoring tools and conducting regular security audits.
By addressing these issues and trends, the organization can improve overall efficiency, user satisfaction, and system performance.
