1. 1 U N C H E A L T H C A R E S Y S T E M YES Place phone on MUTE Until you want to ask a questionNO Do NOT place call on HOLD Recorded sound may cause interference S UPER U SER T RAINING W EB EX D EBBIE B ETTS, D IRECTOR

2. 2 U N C H E A L T H C A R E S Y S T E M Agenda Welcome to Super Users What is a Super User? Training and Preparation Go Live support Your Questions

3. U N C H E A L T H C A R E S Y S T E M So you’re going to be a Super User

4. 4 U N C H E A L T H C A R E S Y S T E M Our Charge This will be the most challenging thing that many people will do in their professional careers. It will also be one of the most rewarding. Keep the patient first. Remind each other to be positive and solution-oriented during Go-Live. We have an incredible team that has worked countless hours on this project - it’s an exciting time in front of us now.

5. 5 U N C H E A L T H C A R E S Y S T E M Focus on the Big Picture Reinforce the benefits and needs of Epic@UNC: Reduced errors, improved documentation. Real Time information (reduced transcription, electronic charts available everywhere). Long term value of data reporting. Meaningful Use, ICD 10. Standardization – everyone eventually using the same system Control your message: patient care comes first. Celebrate !

6. 6 U N C H E A L T H C A R E S Y S T E M Ambassador Workflow expert for optimization System skillset Go-live support Long-term coach & on-boarding support We are counting on you! Change Management and end user adoption as an ambassador for the overall Epic@UNC project by projecting a positive attitude. Implementation Activity Support as end users learn workflows. Application proficiency for trouble- shooting problems. Help end users overcome fear of making a mistake and looking foolish in front of colleagues during go-live. Long-term support to end users and new employees during on-boarding.

7. 7 U N C H E A L T H C A R E S Y S T E M Super User Roles & Responsibilities Be an ambassador for the overall Epic@UNC project Encourage end users to see the ways in which Epic@UNC will help them provide better patient care and make their jobs easier. Remain calm be positiveRemain calm and be positive about integrated workflows and standards across UNC Health Care. Display a good outlook to chase away anxiety and doubt from others. Stay optimistic the first few days and weeks at go-live Completing tasks may take longer than expected. Offer assistance to help build confidence, expertise, and efficiency. Unexpected interruptions may create frustration. Keep contact numbers in sight. Sharing workstations and printers. Know the location of workstations and printers in the work area you support to assist with logistics.

8. 8 U N C H E A L T H C A R E S Y S T E M Super User Readiness Activities Learn about your role as a Super User Super User Onboarding Boot Camp online course in LMS. ‒ Art of Being a Super User Quick Start Guide. ‒ Art of Being a Super User Learning Style Assessment. Prepare to use Epic@UNC as an End User & Super User Complete your role-based Training Plan. Encourage co-workers to practice in Playground following class and assist them to promote their learning.

9. 9 U N C H E A L T H C A R E S Y S T E M Ground rules to optimize learning Arriving or returning late to class may result in no admittance and the requirement to repeat this class. Food not permitted in classrooms. Beverages must be in a covered container. No email, texting, social networking, etc. Smoking not permitted within 100 linear feet from buildings and parking areas leased by UNC Health Care policy #Admin0164 No pictures of Epic@UNC screens. *Johnston staff – in an emergency, use your cell to call 911. The Cisco phones are not connected to 911.

10. 10 U N C H E A L T H C A R E S Y S T E M Key Decisions: Training UNC Health Care commits to provide and require meaningful training and preparation by all users in order to experience a smooth and fast transition to Epic@UNC. The UNC Health Care LMS (Learning Management System) is the source for class registrations, eLearning, assessments, and transcript data for statistical and compliance reporting. UNC Health Care requires training and a proficiency test for all users. End users will not receive log-on credentials until proficiency tests are passed with 80% or better (“no pass, no access” policy). Proficiency is a condition of medical staff privileges. Required training is a condition of employment; therefore, it is compensated under standard work policy.

11. 11 U N C H E A L T H C A R E S Y S T E M Epic@UNC Super User Training Program Complete Epic Super User Training Program Complete eLearning modules on Epic Application(s) specific to their role and the role they will support Attend Epic application training before end-users Complete “teach assist” classes in your training plan ‒ Develop greater familiarity with workflow and content. ‒ Provide support to co-workers having difficulty during class. OR Participate in a “Shadow” experience in a like unit/department of a UNCHCS hospital already live on Epic To be set up between entity leadership

12. 12 U N C H E A L T H C A R E S Y S T E M Teach Assist Classes Assist the Credentialed Trainer during your repeat class in the classroom Help troubleshoot computer-related issues that end users might experience. Provide support for end users as they are learning to use the system. Share insight about operational changes with Epic@UNC. Repeat up to 16 hours of your training plan to complete this requirement Not registered for the actual class, but rather put on the Wait List Registration instructions to be distributed soon “Teach Assist Classes” Assist to monitor trainees progress Remain attentive to trainer, lesson and the trainees NO side conversations, texting, personal computer use Only ask questions on behalf of student. Not co-teaching so don’t provide unsolicited comments Remain positive at all times even if around negative comments

13. 13 U N C H E A L T H C A R E S Y S T E M Shadow Experience in Epic Live Entity Goal: Obtain a greater understanding of the Epic system when used in a similar unit/department of the super user. Benefits: Ask questions related to content learned from class Observe “day in a life” workflows for admission/transfer/discharge to unit/department Learn strategies of success from system peers Contact Mary Jo Nimmo, Epic@UNC Director, about coordinating visits - Mary.Nimmo@unchealth.unc.edu Mary.Nimmo@unchealth.unc.edu

14. 14 U N C H E A L T H C A R E S Y S T E M Viewing Wait List Schedule in LMS

15. 15 U N C H E A L T H C A R E S Y S T E M

16. 16 U N C H E A L T H C A R E S Y S T E M Practice after class using Playground 1.Visit https://csg.unch.unc.edu.https://csg.unch.unc.edu If you have not accessed Citrix before, you may have to download the Client. Use the hyperlink at the bottom of the window and follow installation instructions. 2.Log into Citrix using the same User ID & password you use to log into the LMS. 3.Select the Epic@UNC folder. 4.Select the Epic Playground icon. Log into Playground using the “TRN ID & Department you used in class. The password is ‘train’. Log into Playground using the “TRN ID & Department you used in class. The password is ‘train’.

17. 17 U N C H E A L T H C A R E S Y S T E M Information Resources Visit the Epic@UNC Training Library at https://share.unch.unc.edu/sites/etd/SitePages/Home.aspx/ or through References in Epic@UNC. https://share.unch.unc.edu/sites/etd/SitePages/Home.aspx/ Exercise Books FAQs Glossary of Epic terms Personalization Lab Playground Tools Quick Start Guides Super User materials Tip Sheets Learning Homes (add under Reporting Workbench) Notes: Playground and Production functionality should be the same. There may be some differences. Playground content (patients, etc.) does not equal Production content. Notes: Playground and Production functionality should be the same. There may be some differences. Playground content (patients, etc.) does not equal Production content.

18. 18 U N C H E A L T H C A R E S Y S T E M Three ways to get to the Training Library materials 1.Within Epic@UNC: A.Under References, then Tip Sheets in the top-right corner of any Epic@UNC session: 2.Through Citrix A.Go to the Citrix website: https://csg.unch.unc.edu.https://csg.unch.unc.edu B.Open the Intranet folder and launch the Intranet icon. C.Find the Epic@UNC Resources section to the right of the page. a)Click on the Tip Sheets link. 3. Type the word “dash” in Chart Search to access your role’s Learning Home. Not all roles have a LH.

19. 19 U N C H E A L T H C A R E S Y S T E M Proficiency Check List Will be available from the training library for: Ambulatory ASAP Radiant HB IP MD IP RN You can easily retrieve while in Epic PLY by clicking on Reference upper right of the screen, choose Training tip sheets, find appropriate application and choose

20. 20 U N C H E A L T H C A R E S Y S T E M New patient Register New Recurring Schedule Visit Walk-in Check-in Vitals MU Intake Notes Orders MU Provider Billing Check-out What is an Operational Dress Rehearsal? Goal: test the system, validate training readiness and generate excitement Mimic a real patient scenario on a test patient in a copy of the Production environment. Experience workflow, system functionality, operational dependencies, comfort level with change. Requires involvement from operational leadership, project team, subject matter experts, training, and super users for the work area.

21. 21 U N C H E A L T H C A R E S Y S T E M Where is your team???

22. 22 U N C H E A L T H C A R E S Y S T E M Know Your Team Leaders Some individuals will oppose the project and express severe doubts about the go-live. Ask leaders to help confront resistance early and strongly. Be a positive presence during this time of change. Pull in operational champions and leaders to help address resistance. Become familiar with potential dis-satisfiers. There’s no such thing as over-communication Empathize, but be firm as you discuss issues with your users Check-in with your team regularly during go-live to understand their needs. Use data from your Radar dashboard to celebrate successes and identify areas for improvement.

23. 23 U N C H E A L T H C A R E S Y S T E M Know Your Team 80 10 80% will be ok! 10% will absolutely love everything and gloss over opportunities for improvement. 10% will say it can’t work, isn’t safe, makes them slower.

24. U N C H E A L T H C A R E S Y S T E M Epic@UNC Go-Live!

25. 25 U N C H E A L T H C A R E S Y S T E M Scheduling Conversion – Go Live Beginning Saturday, May 7th through Sunday, May 8th Appointments that have been previously scheduled in other systems will be converted to Epic appointments if occurring after May 21st. Beginning Monday, May 9th – Epic Scheduling is LIVE Cadence (scheduling application) Schedulers work in Epic@UNC to schedule all new appointments occurring May 21st and after. Could be scheduling in dual systems until May 21 st go live. Elbow support will be available to the scheduling areas.

26. 26 U N C H E A L T H C A R E S Y S T E M Cutover – (Planning occurring now) Super Users likely to be involved The process of entering key clinical information into Epic@UNC for admitted patients; e.g. active orders. Executed by clinicians for in-house patients. Allergies, medications, active non-med orders Friday, May 20 th for High Point and Johnston hospitals Friday, June 17 th for Pardee and Caldwell (dates/times to be confirmed) System downtime begins. ISD turns off legacy systems being replaced by Epic@UNC Epic@UNC Go-Live!

27. 27 U N C H E A L T H C A R E S Y S T E M Super users are the main source of support for end-users within their departments during Go Live. Request that they be dedicated full time to the Implementation Project for minimum of 2 weeks during Go Live support. Stay optimistic the first few days and weeks at go-live Completing tasks may take longer than expected. Offer assistance to help build confidence, expertise, and efficiency. Unexpected interruptions may create frustration. Keep contact numbers in sight. Sharing workstations and printers. Know the location of workstations and printers in the work area you support to assist with logistics.

28. 28 U N C H E A L T H C A R E S Y S T E M Support During Go-Live Level 1 ATE (At The Elbow) Super Users at the elbow of end users: Answer questions about how the system works. Explain operational procedure, policy, or regulation as necessary. Report issues. Level 2 Floats: Support ATE Super Users when they can’t answer questions. Possess greater knowledge about Epic@UNC Report issues. Zone Captains: Responsible for a zone of end users. Gather feedback from ATE Super Users and level 2 floats. Share feedback with the command center Command Center: Central locations to ensure immediate and timely issue resolution

29. 29 U N C H E A L T H C A R E S Y S T E M Tiered Support Model: Identified by Vest color Level 3 Zone Captains Level 2 Float Level 1 ATE Super Users End Users Documents issues into the Command Center. Ensures critical and high priority issues get to the Command Center. Zone locations based on like support and workflows within a set of clinics or locations IDs, CTs, Contractors, Super Users from previous Go lives Unit/Department based entity support

30. 30 U N C H E A L T H C A R E S Y S T E M Provides support to level 2 on process, training, and system issues. Issues are triaged for resolution. Tips and issue resolution are communicated out to all levels. Provide support to supplement Level 1 staff during activation Dedicated resources that provide At the Elbow (ATE) support to end users during and immediately after go-live. A process for escalating issues to the Command Center. Support Escalation Zone Captains and Super Users in the Big Picture Level 4 ISD/Vendor Level 4 Command Center Level 3 Zone Captains & Level 2 “Epic” Experts Level 1 Super Users

31. 31 U N C H E A L T H C A R E S Y S T E M Title L1 Super User – Floor Support L2 Super User – FloatL2 Super User – Zone Captain Primary Objective Provide at-the-elbow support for end-users on the floor Help L1 SU’s identify true issues, minimize duplicate issue reporting to Command Center Management level responsibility for L1/L2 SU’s in assigned zone Role Provide at-the-elbow support Answer questions about how the system works Knowledgeable in the workflows for the area they are supporting Understands operational procedures/policies Assigned to staff specific unit/area Document issues that can’t be resolved using the issue form Escalate critical/high issues to L2 Float or Zone Captain Roam the assigned area to support the L1 SU’s Support ATE Super Users when they can’t answer questions Assigned to staff specific unit, zone, or location Possess greater knowledge about Epic@UNC Identify recurrent or frequent problems occurring in the area supported Call critical and high priority issues in to the Go-Live Help Desk Responsible for a zone of end users Gather feedback from ATE Super Users and level 2 floats Call critical and high priority issues in to the Go-Live Help Desk Liaison to the Command Center for their zones Encouragement/support of super users Ensure super users are appropriately placed (good spread/coverage) Coordination of super users Shift Length 12 Hours PeopleFloor staff who have completed the required SU training Contract resources knowledgeable in Epic, Health system resources trained/using Epic Credentialed Trainers/Instructional Designers Epic provided resources Functional Managers Section Managers Organizational Leaders Support During Go Live

32. 32 U N C H E A L T H C A R E S Y S T E M Common Issues at Go-Live Week 1 Things printing to the wrong printer or printers not working. Users are not able to log in or have the incorrect security template assigned to them. Users don’t remember what they learned in training or didn’t spend time in the playground. SureScripts transfer – providers should still print scripts. Paper scripts do not need to be on special paper - microprint Week 2 Issues grow in complexity. Charging/Revenue Cycle kicks in and issues appear. More requests for additional clinical content (e.g. note templates and order sets). Beyond Excitement wears off and fatigue sets in.

33. 33 U N C H E A L T H C A R E S Y S T E M Things We Will Hear at Go-Live From end users: “Why call in the issue, I don’t hear back.” “We had support at go-live, then it all disappeared”. There are so many changes that come through that I can’t keep up”. Response plan: Updates on progress and priorities. Help from strong internal Super Users that remain after go- live. Access to Tip Sheets that explain complex workflows and system updates.

34. 34 U N C H E A L T H C A R E S Y S T E M

35. 35 U N C H E A L T H C A R E S Y S T E M

36. Long Term Support

37. 37 U N C H E A L T H C A R E S Y S T E M Long Term Support Continued end-user support beyond go-live Participate in update learning sessions as needed System upgrade and new module support System optimization support for new processes/content Communicating lessons learned back to the departments Identify workflow changes for their workgroup and contribute to solutions

38. 38 U N C H E A L T H C A R E S Y S T E M Questions?