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

Background and Challenge 

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.

Solution 

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:

• Detailed training plans.
• Relevant Super User staffing ratios.
• Information about the impact of individual training on system access.

The goal was ensuring staff felt supported and confident throughout the process. 

Planning and Coordination

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.

Remote Support Strategy

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.  

Results 

• Three hospitals, 74 clinics, and one ambulatory surgical center live on Epic through Tegria’s custom remote training and support plan. 
• 1400+ providers and staff received remote go-live support, with a post-live survey showing over 80% of respondents rating support as good, very good, or excellent 
• 200+ Super Users identified and trained for in-person support 
• 24/7 remote support for four days, followed by ten days of 12-hour support