At a Glance

Background and Challenge

The University of Rochester Medical Center (URMC), a longtime Epic site, was involved in a joint venture that required extension of Epic to three hospitals, 74 clinics, and one ambulatory surgical center. They needed a training director and expert guidance for their Epic go-live, which would be conducted remotely. URMC’s goal was to help more than 1,400 providers and staff feel supported and confident throughout the process.

Solution

Tegria provided an experienced training director with a background in nursing, training management, and program development to lead training and go-live preparation. The new director and their team connected with every impacted department at every site to develop a customized plan and provide materials that would ensure staff buy-in and satisfaction.

For departments like the OR, where remote go-live support was unsuitable, Tegria identified, trained, and scheduled Super Users to provide on-site support. The team also devised a comprehensive strategy to meet the challenges of remote go-live support: Quick access to training support resources would be delivered through Zoom rooms, Epic F1 functionality, and dedicated chats. Details about the new training process and expectations were communicated clearly and early to increase awareness.

Results

Tegria’s custom training and support enabled 78 sites to successfully transition to Epic. From the first day of training through the remote go-live and beyond, providers and staff experienced a smooth transition, which allowed them to continue to focus on their patients and provide exceptional care.

• 1,400+ providers and staff received remote Epic go-live support.
• 200+ Super Users were identified and trained for in-person support.
• A post-live survey showed over 80% of respondents rated go-live support as good, very good, or excellent.