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Talking points and tips for staff

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1 Talking points and tips for staff
Epic Go-Live Talking points and tips for staff Saint Raphael Campus – June 2013

2 Talking points for patients and visitors
What is Epic? Definition of Epic: Epic is our new electronic medical record system. It is a single computer system that manages appointment scheduling, clinic registration, insurance, billing and your electronic medical record (EMR).

3 Talking points for patients and visitors
What is an Electronic Medical Record (EMR)? Definition of EMR: An Electronic Medical Record (EMR) is a computer version of a paper chart. It brings together all of the information that used to be written on paper and stores it digitally. Your EMR contains your medical exams, office visits, hospital procedures, test results, medications, allergies, after-visit summaries and more.

4 Talking points for patients and visitors
What are the benefits of Epic? With Epic, your medical information and health history is stored securely and digitally in our computer system. Your medical team has access to your most current health information allowing them to respond quickly and effectively to your needs. You can access portions of your medical records through the Internet on MyChart.

5 Talking points for patients and visitors
What is MyChart? MyChart is a free patient portal on the Internet where patients can access portions of their medical records. With MyChart, patients can manage appointments, get information from your physician, and link to helpful medical information. Ask your primary care doctor about MyChart. Brochures about MyChart are available in both English and Spanish.

6 Talking points for patients and visitors
Is my medical information secure? Yes. Only professionals involved in your care can view your online record. The same laws that protect the privacy of a your paper medical records apply to electronic records. Yale-New Haven follows strict internal and federal privacy regulations.

7 Patients take their cues from staff, so stay focused on the positive!
Tips for staff Using Epic will take time and practice. Be patient. Ask for help. You have resources to support you. Apologize for delays and give patients and families explanations and updates. Do not vent in front of patients. Patients take their cues from staff, so stay focused on the positive!

8 Tips for staff What patients might experience
Delays and waits New faces in patient care areas Possible distraction on part of caregivers Increased activity in patient care areas Increased noise Interest and curiosity about what’s happening Patients will take cues from caregivers, so try to make it a positive experience.

9 What are patients concerned about?
Tips for staff What are patients concerned about? Will they get our attention? Will they receive timely communication about what to expect? Will their care remain excellent and be delivered in a manner that is respectful and compassionate? Will there be any delays in treatment and response? Will their privacy continue to be protected?

10 Tips for staff Communication Tips
Include your patient and their family in the Epic experience by: Explaining you are using a new computer system Sharing what you are documenting. Listen and then type. Asking if they have questions about what you are typing into the record. If possible, turn the computer to show what you are typing and what the screen looks like. Demystify. Reinforcing that their information is private – only individuals who need their information can access.

11 Focus on a healing environment
Tips for staff Focus on a healing environment Maintain a clean and quiet environment - Speak in library voices - Wear soft-soled shoes Ask patients to use headphones for TV

12 Focus on a healing environment
Tips for staff Focus on a healing environment I am Yale-New Haven: Important behaviors - 10/5: Within 10 feet, make eye contact. Within 5 feet, greet. - AIDET: Acknowledge the patient. Introduce yourself and explain your role. Duration involves giving realistic time expectations for tests/treatments/ other services provided to patient. Explanation involves communicating and explaining what the patient can expect. Thank you conveys your appreciation for their time. - No venting

13 Who you might see during Go-Live
Tips for staff Who you might see during Go-Live YNHH “Epic Team” (wearing purple Epic shirts) Other Epic Team members and visitors: (wearing temporary yellow, I.D. badges) Super Users Helping Hands (stickers worn by volunteers)

14 Support and resources for staff
Tips for staff Support and resources for staff Super Users: At-the-elbow support for you and your colleagues. Help answer questions and problems. Command Center: On Campus, available 24/7 Service Desk: Patient Relations: Website: Epic Oasis: Area for relaxation and stress reduction. Located in the Selina Lewis Board Room - June Open from 6 a.m. to 6 p.m.

15 Tips for staff Service recovery
As you round on patients and move about the hospital during Epic Go Live, keep Patient Relations informed if there are potential issues or concerns expressed by patients. If a patient, family member or visitor is upset about an Epic-related issue (longer waiting time than usual, extra noise, confusion, etc.), you can call: Patient Relations:


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