Scaling the EHR for Future Expansion
Provider Leadership thought it was amazing, quickly caught on, and spread the word. [This model is] integral for multisite go-lives… there is no way you can cover the ground.Alycia Nagle, Director of Training, University of Rochester Medical Center
The University of Rochester Medical Center URMC, a long-time Epic site, sought a training director to lead their training initiatives for a joint venture across three organizations, including three hospitals, 74 clinics, and one ambulatory surgical center, comprising over 1,400 providers and staff. They needed guidance for their first big go-live, conducted remotely.
To meet this need, URMC reached out to Tegria. Tegria provided an experienced training director with a background in nursing, training management, and program development to support training and go-live preparation.
After securing a director, Tegria identified the locations and departments impacted by the rollout and collaborated with each site to determine training, security, and go-live support needs. The training director evaluated prior experience, staffing numbers, and patient volume by the department to develop a customized plan. To ensure staff buy-in and satisfaction, the team also provided:
The goal was ensuring staff felt supported and confident throughout the process.
Detailed planning and coordination allowed for on-site Super Users and remote training resources during go-live. Gaining site acceptance and adoption relied on tactical communication and a willingness to engage with technology in a new way. A well-coordinated Super User schedule was essential for departments like the OR, where remote support was unsuitable. Tegria helped develop a remote signup process, enabling Super Users to adjust their shifts as needed.
The joint team devised a comprehensive strategy to confront the challenges of remote go-live support. The plan facilitated quick access to training support resources through Zoom rooms, Epic F1 functionality, and dedicated chats. Tegria offered role-specific support through breakout rooms. Details about the process and expectations were communicated clearly and early to groups to increase awareness and buy-in. From the first day through go-live and beyond, the team experienced a smooth transition, which allowed them to continue to focus on their patients and provide exceptional care.