1. National Association of Healthcare Transport Management
2016 Annual Conference
When the Change is “Epic”….
Preparing for a New Electronic Health Record
September 22, 2016
Atlanta Marriott Buckhead Hotel & Conference Center
Atlanta, GA
Presenter:
Shanicca Joshua, M.Ed.
Senior Educational Specialist
Patient Resources Administration

2. Phases of Implementation
Pre “GoLive”
“GoLive”
Post “GoLive”

3. Learning Objectives
At the conclusion of this session, participants will be able to:
• Understand the role of the institution and the department in the
transition to an electronic health record management system
• Identify key elements necessary for training and preparing Patient
Transportation staff for a transition to an electronic health record
management system
• Understand need for ongoing assessment of departmental and
institutional changes based on efficiencies gained or lost post
transition to an electronic health record management system

4. MD Anderson Cancer Center
One place…
OneConnect

5. MD Anderson Cancer Center
Established Roles
• SuperUser – Departmental
• EndUser – Departmental
• At the Elbow – Institutional Staff, Epic Staff and Outside
Contract Agency Staff
• Zone Leads – Outside Contract Agency

6. Pre “GoLive” Preparations
Institutional and Departmental

7. Institutional Pre “GoLive” Timeline
April 2014 – Epic Staff on Site
May 2014 through May 2015 – Institutional Subject Matter
Expert (SME) Meetings, Validation Sessions with Epic
Staff and Off-site Visits
June 2015 – Registration Specialist Training and
SuperUser Informational Sessions
August 2015 – Registration Specialist Refresher Sessions
September 2015 through February 2016 – Departmental
SuperUser Training Sessions
February 2016 – SuperUser Refresher Sessions

8. Departmental Pre “GoLive” TimeLine
August 2015 – SuperUser Group Identified
September 2015 through January 2016 – Super User
Training Sessions
February 2016 – SuperUser Email Group Established;
SuperUser Coverage Schedule Established; SuperUser
On-Call Schedule Established; EndUser Training
Sessions; “Let’s Go-Live” Bulletin Board; Daily Formal
Team Huddles; Daily SuperUser and EndUser Email
Updates; Mock Downtime Procedures
March 3, 2016 – Downtime Procedures
March 4, 2016 – “GoLive”

9. February 2016
SuperUser and EndUser
Email Communication

10. February 2016
Formal Team Huddle Topics
Tip Sheets
Ticket to Ride (TTR)
IVR Prompt Badge Inserts
Downtime Procedures
Transport Process Flow
“Let’s Go Live” Bulletin Board

11. February 2016
Departmental SuperUser and
EndUser Accountability
Pre “GoLive” Checklist
• SuperUser
• EndUser

12. “GoLive”
Institutional and Departmental

13. Institution-wide Support Triad
During “GoLive”
SuperUser
(Departmental)
Zone
Leads
(Outside
Consulting
Firm)
At the
Elbow
Support
(Outside
Consulting
Firm and Epic
Staff)

14. Patient Resources Support Triad
During “GoLive”
SuperUsers
2 Dispatchers
All Leadership Team
Members
Zone
Leads
1 consultant
from outside
consulting
firm
At the
Elbows
1 consultant
from outside
consulting firm

15. Unscheduled Absences
During “GoLive”
Institutional Plan
• Department notification
• Command Center notification
Departmental Plan
• SuperUser coverage 24 hours
• On-call coverage

16. Institutional SuperUser Role in Tech
Support During “GoLive”
OneConnect Issue Ticket
• Command Center phone contact
• Critical or High Priority
• Self-service portal
• Medium, Low or Optimization Priority

17. Institutional SuperUser Tech Tools
During “GoLive”
Snipping Tool

18. Institutional Communication Plan to
SuperUser Group During “GoLive”
Townhall Meetings (twice daily)
“Go Time” blog posts
OneConnect Central
OneConnect Action Items (weekly)
groupme app

19. SuperUser Group Communication to
Colleagues During “GoLive”
Sample:
Hello,
Thank you for your message. As a OneConnect
SuperUser, I am currently supporting the OneConnect
go-live and have limited availability to respond to email.
For assistance with Patient Transportation, please
contact <back up person> at <contact information>.
My best,
Shanicca A. Joshua, M.Ed.
Sr. Educational Specialist

20. Patient Resources SuperUser Group
During “GoLive”
Dispatchers
• 2 Tenured staff with a minimum 95% attendance record
Leadership Team
• 5 Supervisors
• 1 Sr. Educational Specialist
• 6 Supervisors
• 2 Managers
• 1 Associate Director
• 1 Director

21. Patient Resources SuperUser
Areas of Concern During “GoLive”
Training Gaps with Transport Dashboard across Areas
• Transport Request Time Option
• Multiple Transport Requests from Single Area
• Areas Unable to View Transport Dashboard
Ticket to Ride Procedural Discrepancies

22. Patient Resources EndUser Group
During “GoLive”
Dispatchers (Institutional Training Provided)
• 9 staff
Patient Escorts (Departmental Training Only)
• 120 staff
• New staff
• Tenured staff
• No trainees

23. Patient Resources EndUser
Areas of Concern During “GoLive”
IVR System Updates
Ticket to Ride Procedural Discrepencies
Increased Frequency of Transport Requests
Decreased Downtime Between Transport Requests
Roundtrip Transport Procedures

24. Post “GoLive”
Institutional and Departmental

25. Institutional Updates and Changes
Post “GoLive”
Blackberry to iPhone Device Transition
Quarterly Scheduling of EndUser Training Sessions

26. Departmental Updates and Changes
Post “GoLive”
Staffing Analysis and Staffing Changes
Training Additional Staff as EndUsers
• Dispatcher Cross-Training Only
• Monthly Training Offering by Institutional Training
Team
• Sr. Educational Specialist Credentialing as Epic
Trainer

27. Questions

28. Contact Information
Shanicca A. Joshua, M.Ed.
Senior Educational Specialist of Patient Resources
University of Texas M.D. Anderson Cancer Center
1515 Holcombe Blvd
Unit 0330
Houston, TX 77030
Office: (713)745-5824
sajoshua@mdanderson.org