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Unified Communication: An essential tool in EHR roll-out and adoption as well as Caregiver Collaboration

This article discusses the importance of Unified Communications (UC) in the implementation of Electronic Health Records (EHR) and collaboration among caregivers. It highlights the challenges of EHR implementation and training, as well as the benefits of UC in addressing these challenges. The use of UC tools for support, staff management, and provider collaboration is also explored. Overall, the article emphasizes the efficiency and effectiveness that UC brings to healthcare organizations.

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Unified Communication: An essential tool in EHR roll-out and adoption as well as Caregiver Collaboration

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  1. Unified Communication: An essential tool in EHR roll-out and adoption as well as Caregiver Collaboration • Bradley Dick, CIO • ResurgensOrthopaedics • March 3, 2010

  2. About ResurgensOrthopaedics • Founded in 1986 • 20 Offices around Metro Atlanta • 94 Physicians • 900+ Employees • Largest Orthopaedic Practice in GA and one of the largest in the Nation • Ancillaries • 6 Surgery Centers • 16 Rehabilitation Clinics • 8 MRI Facilities

  3. What is Unified Communications? • Unified communications (UC) is the integration of real-time communication services such as instant messaging (chat), presence information, IP telephony, video conferencing, call control and speech recognition with non real-time communication services such as unified messaging (integrated voicemail, e-mail, SMS and fax). UC is not a single product, but a set of products that provides a consistent unified user interface and user experience across multiple devices and media types. (Wikipedia)

  4. EHR Implementation Challenges • Development • Workflow Development • Clinical Content Development • Support • Systems Support • Remote Management • Training • Training Content Development • Training Logistics

  5. Development Challenges • Provider & clinical staff involvement • Getting the right resources engaged • Camping out consultants • Hotel, Travel, Hourly Rate • Quality of consultants • The best SME are the hardest to get dedicated • Re-inventing the wheel • Leveraging others experience and content

  6. Support Challenges • Support Administration • Timely resolution of issues • Remote Support • Seeing what the provider is seeing • Support Staff • Ensuring sufficient support coverage

  7. Support with UC • Support Staff Collaboration • Real time communication for support staff • Audit trail of communication for documentation • Remote Support • Desktop and Application sharing • Staff Management • Presence

  8. Training Challenges • Content Distribution • Printing out large training manuals or emailing large screen shot documentation • Staff Accessibility • Accessing clinical staff during clinic • Staff Location Disparity • Travel costs, loss of productivity

  9. Training with UC • Record Training Session • Post recorded training sessions to portal for self service training • Train Multiple Sites at Once • Save on lost productivity and travel costs • Offer Multiple Sessions • The more sessions offered the more staff trained

  10. Not Just For EHR • Provider Collaboration • Chart & Case Reviews • Specialty Consults • Committee & Board Meeting • Flexible scheduling enabling remote attendance • Documentation through recording

  11. Summary • Utilization of Unified Communication Technologies enables efficiencies through greater collaboration. • Real-Time communication and presence expedites resolution and improves quality of support • Web Audio/Video conferencing enable greater adoption by offering greater opportunities to consume training content.

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