Professionalism/Customer Service in the Health Care Environment

1. Professionalism/Customer Service in the Health Care Environment Customer Service in Health IT Measurement in Health IT Customer Service – Lecture b This material (Comp 16 Unit 1) was developed by The University of Alabama at Birmingham, funded by the Department of Health and Human Services, Office of the National Coordinator for Health Information Technology under Award Number IU24OC000023. This material was updated in 2016 by Bellevue College under Award Number 90WT0002. This work is licensed under the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License. To view a copy of this license, visit http://creativecommons.org/licenses/by-nc-sa/4.0/.

2. Customer Service in Health ITLearning Objectives • Discuss different metrics used to measure health IT customer service. • Discuss effective strategies for health IT implementations. • Discuss different Go-Live approaches and their implications.

3. Common Metrics to Evaluate Health IT Services • How do we measure the customer service of health IT professionals? • Service level agreements/helpdesk metrics • Achievement of project management goals and milestones • Satisfactory completion of contractual obligations • Ratings in customer satisfaction surveys

4. Metrics to Evaluate Health IT Services: Service Level Agreements/ Helpdesk Metrics • How do we measure the customer service of health IT professionals? • Service level agreements (SLAs)

5. Metrics to Evaluate Health IT Services: Service Level Agreements/ Helpdesk Metrics – Continued • Example: Helpdesk • Calls answered • Maximum time to answer/wait time • Call abandonment rate • Turnaround times

6. Example of Helpdesk Metrics

7. Example of Helpdesk Metrics – Continued

8. Metrics to Evaluate Health IT Services: Project Management Goals • Create a clear project plan based on input from all stakeholders • Measure against acceptance criteria outlined in the project plan • Deliverables? • High quality? • On time? • Within budget?

9. Metrics to Evaluate Health IT Services: Project Management Goals – Continued • Ways to ensure quality management • Software inspection and testing • Hardware inspection • Testing with stakeholders

10. Metrics to Evaluate Health IT Services: Project Management Goals – Continued 2 • Ways to ensure quality management • Software • Hardware inspection • Testing with stakeholders

11. Metrics to Evaluate Health IT Services: Contracted Services • Monitor services provided to ensure they are aligned with contractual commitments. Examples include: • Deliverables, schedule, cost • Resolution time • Education delivery

12. Metrics to Evaluate Health IT Services: Customer Satisfaction • Customer satisfaction surveys • IT helpdesk feedback Dear Dr. Smith, Your helpdesk inquiry of 1/20/2017 was recently reported as resolved. Your satisfaction is important to us. To help ensure your satisfaction now and in the future, we would be grateful if you would click on this link and complete our Customer Satisfaction Survey. We understand your time is valuable, so we designed the survey to take only a few moments to complete. Your feedback will be reviewed immediately, and it will help us to ensure we exceed the expectations of our customers.

13. Metrics to Evaluate Health IT Services: Customer Satisfaction – Continued

14. Go-Live Strategies • Health IT implementation strategies • Big bang • Phased • Applicable to • New EHR system • Migration to a different EHR system • Integration of new technologies (patient portals, telehealth devices)

15. Go-Live Implementation Strategies: Big Bang • The EHR is implemented in all areas at the same time • EMS & emergency department staff are trained to use new mobile application in time for coordinated Go-Live

16. Go-Live Implementation Strategies: Phased • New system or functionality, or changes to existing system implemented at different times • Old system and new system must both be maintained • Typically requires commitment of resources over a longer period

17. Go-Live Implementation Strategies: Phased – Continued • Example: • 3/1 at EMS locations within 10 miles • 6/1 at EMS locations within 20 miles • 9/1 at EMS locations within 30 miles

18. Implications for Health IT Customer Service • How is the customer impacted by the Go-Live strategy? • Patients • Physicians • Nurses • IT helpdesk

19. Implications for Health IT Customer Service – Continued • How is the customer impacted by the Go-Live strategy? • Patients • Physicians • Nurses • IT helpdesk

20. Implications for Health IT Customer Service – Continued 2 • How is the customer impacted by the Go-Live strategy? • Patients • Physicians • Nurses • IT helpdesk

21. Implications for Health IT Customer Service – Continued 3 • How is the customer impacted by the Go-Live strategy? • Patients • Physicians • Nurses • IT helpdesk

22. Customer Service–Driven Health IT Implementation Success Factors • Customer needs and benefits • Physician: Improved quality of care

23. Customer Service–Driven Health IT Implementation Success Factors – Continued • Customer needs and benefits • Physician: Improved quality of care • Nurse: Supporting documentation and notifications

24. Customer Service–Driven Health IT Implementation Success Factors – Continued 2 • Customer needs and benefits • Physician: Improved quality of care • Nurse: Supporting documentation and notifications • Administration: Return on investment (ROI) • Patients: Convenience, satisfaction

25. Customer Service–Driven Health IT Implementation Success Factors – Continued 3 • Perception of benefits/positive outcomes as a result of change • Rewards for different customers come at different times in the implementation • Examples of perceived benefits

26. Customer Service–Driven Health IT Implementation Success Factors – Continued 4 • Consider in implementation plan all individuals impacted by the implementation. • Provide clear guidance and communication about the implementation. • Publicize successes. • Establish a communication liaison. • Maintain a calm, positive atmosphere.

27. Customer Service in Health ITSummary – Lecture b • Service-driven metrics are used to measure health IT customer service. • Measurement is key to ensuring that quality services are being provided.

28. Customer Service in Health ITReferences – Lecture b References Avignone, R. (2015, Dec. 4). Healthcare industry best practices for cloud security and transparency. Becker’s Health IT & CIO Review. Retrieved fromhttp://www.beckershospitalreview.com/healthcare-information-technology/healthcare-industry-best-practices-for-cloud-security-and-transparency.html Davis, C., & Stoots, M. (2014, Oct. 7). Successful EHR Implementation—Big Bang vs Phased Approach. HIMSS Blog. Retrieved from https://himssblog.wordpress.com/2014/10/07/successful-ehr-implementation-big-bang-vs-phased-approach Grisim, L. M., & Longhurst, C. A. (2011, Nov. 11). An Evidence-Based Approach to Activating Your EMR. Retrieved from http://www.healthcare-informatics.com/article/evidence-based-approach-activating-your-emr Healthcare Information and Management Systems Society (HIMSS) (2006). Making IT Happen: Strategies for Implementing the EMR-EHR (HIMSS). Retrieved from http://www.himss.org/ResourceLibrary/ResourceDetail.aspx?ItemNumber=10925 Images Slides 6, 7: Created by Bellevue College. Slides 27: Public domain images. Retrieved from http://www.pixabay.com

29. Professionalism/Customer Service in the Health Care EnvironmentCustomer Service in Health ITLecture b This material was developed by The University of Alabama at Birmingham, funded by the Department of Health and Human Services, Office of the National Coordinator for Health Information Technology under Award Number IU24OC000023. This material was updated in 2016 by Bellevue College under Award Number 90WT0002.