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Summary and Lessons Learned eHDS User Group, 2011 Theresa Schmidt MA, RAC-CT, Manager of Education CareWatch Transition to MDS 3.0
22 | 8/25/2014| © eHealth Data Solutions eHDS Preparations for 3.0 Transition Created new website for CareWatch 3.0. Tested new site with UBWatch and Quality Watch. Assigned support representatives for each organization. Implemented new help desk. Created MDS data entry tool to test site and provide resource for customers. Solicited customer feedback on desired features.
33 | 8/25/2014| © eHealth Data Solutions eHDS Transition Constant contact email blasts and letters to customers. Migrated each customer to individualized virtual server (UB clients already had new server). Support representatives reached out to customers to schedule orientation to new product. Product was ready to receive and process MDS assessments before October 1. Transmission Watch released. Held transition webinars open to all clients.
44 | 8/25/2014| © eHealth Data Solutions Ongoing Development, Support, & Maintenance Updates for changing regulations and customer questions, suggestions, and concerns › QM updates › Revision of logic flags › Added Watch pages Updates announced in Support Bulletins Increased role of help desk and software support Refined workflow between help desk, clinical support, and maintenance Periodic webinars open to all clients
55 | 8/25/2014| © eHealth Data Solutions Summary of Successes Solicited 3.0 wish list from a core group of customers Came together as a team and improved communications Increased support › Tripled the number of help resources › Dedicated Maintenance team Began a more formal testing process
66 | 8/25/2014| © eHealth Data Solutions Lessons Learned Higher level of support needed › More sophisticated questions › Need to increase customer outreach and involvement Need a stronger emphasis on workflow, best practices, and industry standards Testing on fabricated data is not the same as testing on real data All aspects of the product cycle are interrelated Always keep core value of products in sight
77 | 8/25/2014| © eHealth Data Solutions Discussion What were some successes of your 3.0 Transition? What are aspects that eHDS could improve for future product transitions? What is the best way to communicate future product changes to you and your team?
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