Transitioning to a new healthcare IT system, particularly an EMR/EHR platform, is a significant undertaking that demands careful planning and robust support. Go-live support is essential for minimizing workflow disruptions, encouraging user adoption, and ensuring that healthcare teams can transition smoothly to new systems. With MedSys Group’s extensive experience in healthcare IT implementation, we are well-equipped to guide you through this process. This article explores five key strategies for effective go-live support, drawing on our proven expertise.
1. The Crucial Role Of Go-Live Support in Healthcare IT
The go-live period is a pivotal phase in any healthcare IT implementation, where well-executed support can be the difference between a smooth transition and operational setbacks. Healthcare teams rely on go-live support to provide guidance, address questions, and help users adapt to the new system’s workflow. When support is inadequate or disorganized, it can lead to frustration and delays in patient care. Effective go-live support mitigates these risks, helping users feel confident and equipped as they make the shift.
2. Going Through the Essentials of Go-Live Preparation
A successful go-live begins with thorough preparation. MedSys Group emphasizes five essentials in go-live support that lay the groundwork for a seamless launch:
· Define Project Objectives: Every organization’s needs are unique, making it crucial to establish clear objectives for the go-live. By understanding who will be affected and the anticipated impact, healthcare leaders can tailor support strategies effectively.
· Identify Stakeholders: Recognizing everyone involved—end users, providers, IT teams, and administrators—allows for targeted support where needed most.
· Outline Scope and Timeline: Clear timelines and scope help healthcare teams anticipate changes, allocate resources, and maintain readiness throughout the go-live phase.
· Communicate Purpose: When staff understand the benefits and reasons behind the new system, they are more likely to embrace it.
· Plan for Scalability: Go-live support must be adaptable to cover varied needs across departments, locations, and timeframes.
By covering these essentials, MedSys Group ensures that all aspects of the transition are well-planned, reducing the chance of surprises on the go-live day.
3. Building a Strong Go-Live Support Team
The people providing support during go-live are the linchpin of success. MedSys Group’s go-live support model combines super users and at-the-elbow (ATE) consultants:
· Super Users: These team members understand both the workflows of the current and new systems, bridging knowledge gaps and providing familiar faces for end-users.
· At-the-Elbow (ATE) Consultants: ATE consultants are highly experienced in go-lives and offer real-time assistance and troubleshooting. With practical tips and in-depth knowledge of multiple implementations, they can address complex questions quickly and guide users through unfamiliar processes.
By deploying super users and ATE consultants, MedSys Group provides comprehensive support coverage, giving staff the confidence to handle the transition efficiently.
4. Effective Communication During Go-Live
Communication is not just important, it’s critical. At MedSys Group, we emphasize structured, proactive communication channels to keep everyone informed and ready to act. Here are key strategies for effective communication:
· Daily Updates: Providing regular status updates on system performance, progress, and challenges keeps everyone on the same page.
· Centralized Reporting: Before going live, establish how the support team will report and escalate issues as necessary. MedSys Group recommends tools like ServiceNow or Teams for streamlined reporting and real-time issue management.
· Help Desk Integration: Designate a single point of contact for issues so that support staff can quickly reach resources and relay resolutions.
· Designated Support Areas: Create dedicated spaces for one-on-one support so users can seek assistance in a focused environment.
These communication strategies foster transparency, reduce confusion, and ensure quick, organized responses to any issues that arise.
5. Post-Go-Live Optimization and Continuous Support
The go-live phase marks only the beginning of a system’s journey. At MedSys Group, we understand that continuous support post-launch is essential for refining the system based on real-world feedback and helping users maximize its benefits. We provide ongoing support to address emerging needs and optimize workflows as users familiarize themselves with the system.
This phase includes:
· User Feedback Loops: Collect feedback on system performance and areas of difficulty to guide further improvements.
· Additional Training Sessions: Targeted training helps users dive deeper into the system, enhancing efficiency and user confidence.
· Workflow Adjustments: Based on feedback and usage patterns, adjust streamline workflows and optimize performance.
By investing in post-go-live optimization, healthcare organizations can ensure their new systems fully meet user needs and support long-term operational goals.
Conclusion
Successful go-live support is vital for any healthcare organization implementing new IT systems. By preparing thoroughly, assembling a skilled support team, establishing clear communication channels, and committing to post-go-live optimization, healthcare providers can minimize disruptions and maximize the value of their new systems. MedSys Group’s experienced team offers comprehensive go-live support designed to meet the unique demands of healthcare organizations. Reach out to learn how MedSys Group can assist with your go-live journey and help your organization achieve a smooth transition.
