Time for the second entry covering Shawn Riley’s list of 101 Tips to Make your EMR and EHR More Useful. I hope you’re enjoying the series.
85. Test, retest, and test the network and wireless
Far too many EHR implementations fail because of basic technology issues. Of course, the blame usually gets placed squarely on the head of the EHR company. However, in many of the cases, the EHR company has no control over the issues you have. Your local wireless and network is one place where you can doom an EHR installation and the EHR company can do nothing about it. If you want to have a great EHR installation make sure you have a great network and/or wireless infrastructure set up and tested.
84. Have ONE number to call
This recommendation applies more to large EMR installations than it does to small ones. The basic suggestion is not to give one phone number for EMR issues (ie. I can’t login) and another for technology related issues (ie. my PC crashed). The problem with multiple lines is that people don’t generally know the difference between an EMR issue and a PC issue. At the end of the day, they’re likely to consider almost everything an EMR issue. So, they’re going to call the same number anyway. You might as well just have one number that knows how to triage the issue well and direct them to the right support resource.
83. Remember who the support team’s customers are
Another recommendation for hospital EHR support. It is a great idea to remember that the support team’s customers are the clinicians that are calling for help. Prepare them for the calls they’re going to get. While clinicians are highly educated, that doesn’t guarantee that their education included even basic computer skills. You’ll be surprised how many of the issues have to do with basic computer skills as much as any EMR specific support.
82. Have a communication strategy for when things go wrong
Things are bound to go wrong. So, be ready to communicate those issues. Don’t sweep the issues under the rug either. Communicate more than is necessary. It won’t hurt as much to over communicate as it will to not communicate something important.
81. Make all of your planning very public within your organization
The fastest way to get buy in for an EHR project is to involve your organization in the planning process. Yes, that means that you’re going to hear some harsh feedback from people about what you’ve planned. Be grateful that you’re hearing the feedback during the planning stage when you can work to do something about it. That’s much better than being half way through the project and hearing the harsh criticism of your project.
If you want to see my analysis of the other 101 EMR and EHR tips, I’ll be updating this page with my 101 EMR and EHR tips analysis. So, click on that link to see the other EMR tips.