In light of the challenges our industry is facing, any new purchase in healthcare is under increased scrutiny, especially capital expenditures, like healthcare scheduling software solutions and EMR systems.
On the Avantas blog I’ve discussed ways to gain buy-in and how to prepare your organization for change, but there are strategies to consider once an initiative or technology has been implemented. How do you ensure the tools you paid for become the solutions they are billed as?
Here are a few ideas to consider.
A tool won’t fix a problem on its own
We often see organizations take a new healthcare scheduling software or other technology and try to fit it into their existing processes and workflow without any adjustments to maximize its effectiveness, i.e., trying to fit a square peg into a round hole. When people continue to do the things they do because “they’ve always done it this way” they are unable to reap the benefits the new tool was meant to provide. What they end up with is a fancy new tool, additional workarounds, and frustrated users.
Organizations that take a careful look at the workflows and processes during implementation and ask “what would be the ideal workflow if no barriers existed” are able to redefine and incorporate the technology into their processes. Vendors have the responsibility to help their clients see the possibilities that exist and assist in developing the roadmap to get them to their ideal future state. Vendors can’t just provide tools anymore, they must provide the strategies that make their tools “solutions.”
Attend user conferences
In healthcare we have access to Nursing conferences, IT, Finance, and HR conferences, in addition to conferences specific to certain processes. These conferences present great opportunities to meet and speak with individuals from organizations across the country to learn what new and unique things they are working on and vice versa.
User conferences take this strategy down to the micro level. We recently held our System Administrator conference. Smart Square healthcare scheduling software System Administrators from our clients around the country were invited to our corporate headquarters for a day and a half of education sessions and user forums (and socializing). Attendance was great and the education sessions were well received, but more than anything the attendees enjoyed speaking with their peers from other organizations. They were able to compare experiences, gain different perspectives, and learn about the labor initiatives the others were working on.
Vendors owe it to their clients to give them opportunities to meet with each other to give them a more complete understanding of the tools and strategies they have purchased. As a vendor, we also benefit from having a number of our clients in the same room. It drove home a handful of emerging issues and unique pain-points that provided us with insights on how we can develop new tools to help.
Require ongoing education
Most vendors provide education sessions to their clients upon implementation of a new solution or process. Unfortunately that is often where the education ends. Ongoing education is the key to leveraging any solution to achieve your organizational goals.
In addition to an annual user conference we believe that quarterly sessions are necessary to ensure System Administrators have the level of mastery they need to utilize the solution. Additionally, whenever an update is pushed out System Admins will get walked through any new changes on the technical side and also an explanation of what the improvements mean relative to processes.
With regard to user education we employ the “train-the-trainer” method. We provide the tools and materials to the System Admins who are then capable of training staff within their system. We recommend, based on the size of the system, that System Admins provide training opportunities on a frequent basis for new employees and any employees who need further training.
The train-the-trainer method is a cost-effective strategy for clients, providing them with the means to provide as much training as they see fit without the need to pay the vendor every time they want to do it. That being said, vendors should always be willing to provide education sessions to clients that want that option.
Education is about choice. As the client you should have many options and be able to select what fits best with your unique culture.
Do not toil away in silence
The daily obstacles of being a healthcare professional are enough without a “solution” causing you grief. If you find yourself struggling with a tool, whether it is software solution or any kind of strategy or report, seek help. In the suggestion above I mentioned the train-the-trainer approach to client education. If your vendor or consulting company takes this approach your organization should have individuals who are able to help you.
Time is valuable, and time within a hospital is critical. No one can afford to waste time or energy being frustrated with something that is supposed to be helpful. Any vendor worth partnering with should provide a clear framework for how a user can get the help they need when they need it. Whether it is through the train-the-trainer approach, a help desk, or account rep, the help structure must be clear and timely.
Like we learn in grade school, the only stupid question is the one not asked.
If you have any questions, please feel free to email me at jackie.larson@avantas.com.