Hayes' Healthcare Blog

Susan Eilman

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Culture Shock: 9 Ways Your Organization Can Prepare for a System Change

Posted by Susan Eilman on June 21, 2017 at 9:04 AM

If you’re like most organizations, you’ve probably come across your fair share of bumps in the system transition road. Workflows are interrupted, unfamiliarity is commonplace, and sometimes organizational leaders are met with staff resistance to change. Confusion as to why the organization is changing systems is present, a hesitation towards change is palpable, and leaders are frequently left frustrated as to how to unite their staff.

Instead of viewing the system change as an uphill battle, try to look at it as though you were experiencing culture shock from visiting another country.  Routine activities may no longer be available to you, your default resources may be hard to find, and you may even have to speak a foreign language.  This may be similar to how your staff feels about a systems change.

One of the top reasons for resistance to change is the discomfort of the unfamiliar and this can manifest in a variety of ways: some staff may not be aware of the organization’s vision of the finished project and therefore question the purpose of change, others may question how this change will affect their jobs, and others may be hesitant to change the ways in which they interact with the system simply out of routine habit.  Another common barrier with system changes is lack of organizational communication.

So how can organizations prepare staff for a systems change successfully? By reviewing these key elements, you may be able to avoid culture shock and resistance to change.

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Topics: healthcare system management, system migration

4 Steps to creating super users for your system implementation

Posted by Susan Eilman on July 6, 2016 at 9:00 AM

In the world of healthcare technology, there are numerous system implementations occurring each year.  In order to make an implementation successful, it is crucial to develop your users into “super users” during the implementation process.  It is common for implementations to include and involve roles such as Project Managers, Practice (Operations) Managers, IT System analysts, and trainers, among others.  Each of these roles  have well defined parameters and expectations.  Often implementations involve super users, but this role is not always well defined and expectations are not always clear. 

A super user is your department’s champion for system knowledge and workflows. This person becomes your expert for the system implementation and teaches other employees how to use the new system features. Once you've identified your super users, you need to have clear expectations for this critical role. 

Questions should be asked early when selecting the super user.  Questions to consider include: Which user should you pick? What qualities should a super user have? How do you train them? Sometimes, you may pick someone that you feel is right for the job but turns out to be someone that is not quite fit for the role. 

Consider the following tips when choosing your super users for your next implementation:

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Topics: training, EHR, EMR training, revenue cycle management

The Sound of Project Success: Orchestrating the Noise into a Symphony

Posted by Susan Eilman on March 16, 2016 at 10:00 AM

If you’re like most organizations, you’re probably neck deep in this year’s projects already and are so busy that’s it tough to achieve your goals in a day, a week, or even in a month. On one hand, time is of the essence, deadlines must be met, and you want to do an outstanding job, but you just can’t do everything yourself and may need help in driving your goals to a successful outcome. While there is stress, there are some days when everything is going smoothly, you are on top of your game, and knocking things off your to-do list. On the other hand, it’s inevitable to have days that seem like nothing gets done and the number of tasks continues to grow. So how do you convert the noise into success?

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Topics: project management, revenue cycle

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