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An Evaluation of System End-User Support during Implementation of an Electronic Health Record Using the Model for
Wendy Kiepek1, Patricia P Sengstack2
1Health Information Technology (HealthIT), Vanderbilt University Medical Center, Nashville, Tennessee, United States.
Applied Clinical Informatics
|December 20, 2019
Summary
Effective electronic health record (EHR) system implementation relies on robust end-user support. This study highlights key facilitators and challenges in EHR support, offering lessons learned for smoother transitions and improved adoption.
Area of Science:
- Health Informatics
- Healthcare Management
- Information Systems in Medicine
Background:
- Electronic Health Record (EHR) system implementation is a complex process.
- Strong end-user support is critical during the initial EHR implementation phase to ensure smooth transitions and adoption.
- Dedicated resources and commitment are essential for effective EHR support.
Purpose of the Study:
- To evaluate end-user support processes and personnel during the initial phase of EHR implementation at an academic medical center.
- To identify facilitators of success, challenges, and lessons learned in EHR end-user support.
- To provide insights for optimizing support strategies in complex healthcare systems.
Main Methods:
- Utilized the Model for Improvement framework, incorporating Plan-Do-Study-Act (PDSA) cycles.
- Described on-site support activities provided to system end-users during EHR implementation.
- Employed an evaluation survey tool to gather data for rapid adjustments in support personnel allocation.
Main Results:
- Facilitators included engaged leadership, internal support staff, zone leaders, daily huddles, and an evaluation survey.
- Key challenges involved managing over 1,000 external support personnel, including limited system knowledge, scheduling, and logistics.
- Data from the evaluation tool supported rapid changes in support personnel allocation.
Conclusions:
- EHR system implementation remains ongoing, with end-user support being a crucial component.
- Effective management of EHR support requires dedicated resources and proactive strategies.
- Organizations can improve EHR implementation by learning from experiences and adopting best practices.
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