1. You can download a copy of this Presentation at:
Pre-Live Super User
and Managers Briefing 
You can download a copy of this Presentation at:

2. Agenda and Introductions
Executive welcome
Introductions and check-up
Briefing
Q & A

3. How are you getting on with becoming Super?
The 'Art of being a Super User' guidance booklet 
Your eLearning modules 
Your Electronic Patient Record training
Sitting in as a 'classroom assistant' on further training
Further eLearning modules 
Practice and embed your new skills in the 'playground‘
For doctors and clinical nurse specialists there will be personalisation labs
Participating in Dress Rehearsals 
Attend a pre-live Super User/Managers briefing
Keeping up to date
1. The 'Art of being a Super User' guidance booklet – available to download from the  (based on content from Epic's standard classroom course)
- download The Art of being a Super User guide and read at a time that is convenient with you.
2. eLearning modules recommended for your training sessions.
3. Your Electronic Patient Record training. I know that many of you have already attended this classroom training of have got this coming up in the next few weeks. If you haven’t then do please get this booked now.
4. Sitting in as a 'classroom assistant' on further training. This is where you get to see the material again to increase your confidence to help others at go live.  Book your attendance by calling extension 4118 ( ) or ing the Super User booking team. This is a key part of becoming Super and should not be considered optional.
5. Further eLearning modules to increase the scope of your knowledge.
6. Practice and embed your new skills in the 'playground' a copy of Epic in which it’s safe to make mistakes as you practice. This is now available to access from any of the new PCs (desktop, wall-mounted, workstation on wheels). The more you practice the better you’ll be at go live.
7. For doctors and clinical nurse specialists there will be personalisation labs where you can set up your preferences in eHospital (favourites, letters, phrases, short cuts etc). This will be available shortly before go live – please see eHospital Times for details.
8. Participating in Dress Rehearsals will enable you to understand more fully how eHospital will fit in with the operation of your clinical/administrative service. Look out for information on these in eHospital Times.
9. Attend a pre-live Super User/Managers briefing to get ready for 25 October. Knowing how the mechanics of go live will function, how you get your service additional support etc will be invaluable when you are the person colleagues look to at go live. There are many dates/times set for these so put one of these in your calendar now (see the eHospital website for details).

4. Information for all staff
Payslip attachment
Staff Q&A session(s)
eHospital Times
1. The 'Art of being a Super User' guidance booklet – available to download from the  (based on content from Epic's standard classroom course)
- download The Art of being a Super User guide and read at a time that is convenient with you.
2. eLearning modules recommended for your training sessions.
3. Your Electronic Patient Record training. I know that many of you have already attended this classroom training of have got this coming up in the next few weeks. If you haven’t then do please get this booked now.
4. Sitting in as a 'classroom assistant' on further training. This is where you get to see the material again to increase your confidence to help others at go live.  Book your attendance by calling extension 4118 ( ) or ing the Super User booking team. This is a key part of becoming Super and should not be considered optional.
5. Further eLearning modules to increase the scope of your knowledge.
6. Practice and embed your new skills in the 'playground' a copy of Epic in which it’s safe to make mistakes as you practice. This is now available to access from any of the new PCs (desktop, wall-mounted, workstation on wheels). The more you practice the better you’ll be at go live.
7. For doctors and clinical nurse specialists there will be personalisation labs where you can set up your preferences in eHospital (favourites, letters, phrases, short cuts etc). This will be available shortly before go live – please see eHospital Times for details.
8. Participating in Dress Rehearsals will enable you to understand more fully how eHospital will fit in with the operation of your clinical/administrative service. Look out for information on these in eHospital Times.
9. Attend a pre-live Super User/Managers briefing to get ready for 25 October. Knowing how the mechanics of go live will function, how you get your service additional support etc will be invaluable when you are the person colleagues look to at go live. There are many dates/times set for these so put one of these in your calendar now (see the eHospital website for details).

5. Super User / Management Briefing – what we’ll cover
Goals for Support
Overview of Support
What is the Bronze CAM (eHospital Command Centre)
Roles and Responsibilities
Be a Great Super User
Zone Support – How to engage your Floor Walkers
Prioritising Incident Tickets
Reporting Options and Online Ticket Entry
Patient Safety
Overview of Cutover
Operations Issues – Bronze, Silver, Gold Command (Major Incident)
You can download a copy of this Presentation at:

6. Go Live Support Goals
Smooth transition from the current processes to Epic
Solid Epic readiness
Appropriate plan/processes/structure for managing transition
Solid end-user and physician support structure
Identify and manage issues
Timely response to issues
Maintain strict Change Control process
Communicate to the organisation and our peers appropriately
And, above all
Minimise the risk to patients, as well as the organisation’s operations by providing quality 24 x 7 support and transition management.
We have simple Goals for our go-live…
1) We will all ensure to the best of our abilities that we have a smooth transition.
2) We will work to answer questions for our end users whenever possible.
3) We will identify software build issues and help to escalate these issues to our eHospital team
4) We will work efficiently and respond to our peers with timely and proactive support
5) We will pass knowledge along to our peers as it becomes available.
Most of all We are here to Minimize risk to our patients during this process.

7. The First 10 Days of Go-Live You Should Expect
Security, printing, and general workflow reinforcement
Days 5-7:
There may be an increase in frustration on the part of users if issues are not resolved in a timely manner or support is not sufficient
Days 7-10:
The excitement of go-live wears off; be prepared for staff and project team fatigue
In general, you will hear different perspectives from users, making it difficult to establish the “facts”
Focus on the root cause instead of the symptoms
The first 10 days of our go live based on history, is going to be a challenge, very difficult but also a rewarding time.
End Users, Support Staff, Leadership will be exhausted, frustrated at times but in the end we are all relieved.
This project is transformational, most of the hospital is going to be spending their day now work in and through Epic.
Early on you will be reporting a great deal of Security / Access issues, Password Resets and Printing Issues.
However, starting on Monday October 27th and through the first full week we fall into a natural and our most difficult period.. A.K.A. “The Valley of Despair”
This particular week will require every ounce of your time on shift, energy and focus.
We will need to push through.
Keep your focus on training your peers, report any issues, repeat – repeat – repeat.
Don’t despair it will absolutely get better and better.

8. Happiness Curve for Implementation
While all good things must come to and end, the hard work begins and we will work ourselves back to stable state.

9. Before Go-Live
The organisation as a whole will be increasingly anxious
Some individuals will be outspoken in opposition to the project and/or the go-live date
The project team will feel overwhelmed
You will see some end user resistance to training
People will question your scope or sequence
Before we go-live in late October… Anxiety will rise, we will have plenty of staff speaking out against this new system.
Some users will openly resist training and publically question the reasoning of moving to the Epic software.
It is normal and all just part of the process of making a transition to Epic.

10. Overview of Support
Bronze CAM Command Center Support Staff – Located in the Deakin Centre
Project Leadership, Application Functionality support, Security
Infrastructure, Production Applications, EDI
PC/Printer Support, Systems/Network Security and HP
Support Roles
Super Users – Support End Users
Floor Walker – Float Support for Super Users
Zone Leader – Support Floor Walkers in their assigned Zone (Territory)
Bronze CAM Commander w/ Deputy
Silver Command
Gold Command
24 X 7 scheduled from thru
Daily Communication schedule
06:45 and 18:45 Shift Transition Meeting for Inpatient areas
09:30 and 21:30 Silver Leadership Meeting
10:00 Outpatient Leadership Huddle (M-F) TBD
Floor Walker and Command Center staff will have pagers and phones for communication as assigned.
Incident management ticketing system is called SAMANAGE for tracking issues and resolution
During go-live there are several levels of support for end users and leadership. It is very important you understand these terms.
The Bronze CAM – Is the name of our eHospital Command Center – it is going to located over here (Pointing) at the Deakin Centre. We will have eHospital Project leadership, HP Leadership, Epic and Addenbrookes build teams and a support desk to take in high priority calls… The Bronze CAM was created with the sole purpose to resolve problems as quickly as possible.
Other Support Available for this project are; Super Users who most of you are, Floor Walkers who will be out in the hospital there to support both super users and managers. We also have what are called Zone Leaders, these folks will support Floor Walkers. We have a CUH operational structure for Major Incidents called Bronze, Silver and Gold command --- we will talk more about this a little later in this presentation.
You will see here the major meetings that are held twice each day during go-live.. We will be publishing minutes from our shift change meetings and you will be able to access tips, tricks and updates from the eHospital Project Page – These are designed to help you support end users.
Also, when you encounter Epic or another system not functioning properly, you or the Floor Walker will learn today how to enter a ticket into our Incident Management Software called Samanage.

11. Bronze CAM eHospital’s Command Centre
This is a photo of another hospital’s Epic Command Center… Our Bronze CAM will look better…!

12. Bronze CAM (Deakin Command Centre)
Purpose is to provide support and issue resolution over the go-live period. Reports in to Silver Command.
The issues reported in by Super Users and Floor Walker are tracked and resolved as Incident Tickets.
Level 3 of the Deakin Centre
24/7 Operation planned from 24 Oct to end Nov
Designed to seat 150 staff covering
Leadership from CUH
Epic Corporation Experts
CUH Builder (Ticket Resolver) Teams HP
A Priority 1 Call-In Service Desk.
Ticket Resolver Teams – Will involved HP, Security, Epic application modules
ASAP ED
Beacon Cancer
Beaker Pathology
Bridges Interfacing
Clin Doc/Stork/ICU Clinical doucmentation including ICU and Obstetrics
Cupid Cardiology
HIM Coding, Chart and Film Tracking
Inpatient Orders Orders
Kaleidoscope Ophthalmology
OpTime/Anesthesia Theatres
Outpatient Clinicals Outpatients
PAS Patient Administration
Phoenix Transplant
Radiant Radiology
Willow Pharmacy
The Name Bronze – Relates to the CUH Major Incident Command Process – Again, we will talk more about that later.
The purpose of this center is to take in tickets and resolve issues that you the Super Users and Floor Walkers report. You will notice on the right hand side of the screen there are a wide variety of folks working here.. These are teams working to resolve issues across various modules of Epic.. Their job is to prioritize and resolve tickets as quickly as possible to improve the end user experience, fix bugs, design issues and improve the software functionality and workflow.
The Bronze CAM will operate 24/7 until we return to business as usually sometime towards the end of November.
Super Users or Managers should not plan to come directly to the Bronze CAM, with 150 people it will be tight quarters.

13. Bronze CAM layout
Here is a layout of these tight quarters. Lots and lots of desks and workstations for our teams..!! The hardware build out will begin in early October and the team members from eHospital we will be moving in 3-5 days ahead of go-live.

14. End User Support Flow End User needs help with Epic Super User
provides support
If Super User
isn’t available or
can’t resolve
Floorwalker
provides support
If Floorwalker
isn’t available or
can’t resolve
Online incident ticket is created. If necessary, a Priority 1 phone call is raised with Bronze CAM service desk
Basic workflow.
Starting from the top left… The End User on your Ward will need help with Epic or another system like a printer, or perhaps has incorrect Access privileges.
You as the super user will help answer their question or fix their problem. (If you cannot fix the problem)
The goal is to contact your Floor Walker via Bleeper using the nearest phone. The Floor Walker will introduce themselves and distribute their bleeper # at the start of each shift. Once the Floor Walker joins you, you will both together try to diagnosis the end users issue. This is a good time to learn so don’t leave the process unless you are insanely busy.
If the problem cannot be solved by the Floor Walker, the super user or Floor Walker will enter or call in a incident ticket. (again, There is more on creating a ticket to follow)
Not too complicated….
We know you are going to be busy… If you know a Floor Walker is tied up, go ahead an get the ticket entered into the system. Use your best judgment, We do not want to hold up support for others just waiting around.
We will need to give great support and move on to the next end user as quickly as possible. If you are absolutely buried with more than 3-4 people awaiting support on your clinic, please bleep the Floor Walker to come visit your Ward or Clinic.

15. Roles and Responsibilities

16. Roles & Responsibilities, Super User
Provide courteous, calm and reassuring support to end users during shift.
Frontline support and frontline champion for Epic in your department.
Reduce fear and anxiety– Epic is a tool, it does not replace thinking and judgment
Patient safety and good clinical practice must prevail
Answer questions and provide workflow assistance.
Consult Floor Walker if unable to resolve end user concerns
Huddle with Floor Walker for updates as they make rounds after the Shift Transition meetings 06:45 and 18:45. Shift meeting minutes and new tips and tricks online should be posted by 09:00 and 21:00.
Consult the eHospital website for latest tip and tricks, project updates and other information. Communicate, Review and Post daily Go-live Updates in department
Identify trends and communicate with your Floor Walker
Document Enhancement suggestions and review with Manager.
Wear eHospital armbands for easy identification.
Time to get down to business.. As a super user you need to provide CALM, courteous and reassuring support. Even when things are busy, stressful. Follow the processes.. Focusing on the root of the problem and consult with the floor walker as needed.
Your Floor Walker is your conduit for intra shift updates and will be able to relay any trends that you are seeing. You must visit the eHospital Project Page online at the beginning of each shift, check for update and alerts throughout the day. Always wear your eHospital armband when you are working.. You will see Floor Walkers wearing a different color so you know who they are.

17. Art of Being a Super User
Full Copy Available At:
Troubleshoot issues and enter online and Priority 1 call in tickets with Service Desk
Provide one-on-one support to your hospital colleagues. with an understanding that this is not easy for everyone. Have empathy and support for your peers and convey the long-term benefits of the system.
Act as an ambassador for eHospital and the introduction of the EPR.
Communicate with the Floor Walker and Managers
Stay Busy, Move Quickly from One End User to Another.
Expect to See:
Resenters
Hecklers
Gripers
Experts
Quiet types
There are several types of people that you will want to look out for during the go live period:
Those who are asking others for help
Those who appear hesitant or lost
Those who are expressing frustration or anger
Those with a negative attitude towards the
implementation of the eHospital EPR
Those who appear just fine
If you have not already done so.. Please download a copy of the “Art of Being a Super User” – There is VALUABLE information that will help you during go-live. It provides a great deal of very helpful and practical advise for situations you are going to encounter.
Communicate effectively with peers, get training and tickets in as quickly as possible. Continually be on the look out for people looking confused or frustrated. Don’t wait for people to ask, engage your peers, engage support.
Expect people to lash our in anger and frustration.. You will have all type of reactions, be sensitive, call in support from your floor walker if necessary.
You cannot possibly make everyone happy.. So……If all else fails…. Just close your eyes and imagine them like this…..

18. If All Else Fails......
Just close your eyes and think of your challenging customer like this….

19. Roles & Responsibilities, Floor Walker
Who: Credentialed Trainers, Instructional Design staff , specialist staff from Epic Corporation.
Floor Walkers will attend morning and evening Shift Transition meetings (06:45/18:45)
At the end of each transition meeting, Floor Walkers will meet with Zone Lead at a designated location to receive assignments and pagers.
Introduce yourself to Ward and Clinic leadership, Super Users and end users on assigned units and make sure they know how to reach you
Post your name and confirm your pager number in each location you are responsible for covering; post when you are on break or away from designated area
Continually walk through assigned coverage areas and seek out end users and Super Users and offer assistance, answer questions and troubleshoot issues
Provide courteous, calm and reassuring support to end users and super users
If an end user approaches you, ask if they have approached their super user first….ask an available super user to join you in helping the end user to ensure the super user is part of the solution to enhance their troubleshooting / training skills
If you are unable to resolve a question or issue, follow the documented Support Workflow
Participate in Issue Review Sessions with Application Teams (2pm / 2am) – Inpatient Only
(Outpatient Floor Support will participate in 10am OP Leadership Huddle)
Enter Enhancement suggestions via online Web Ticket with Priority 5
Identify and document trends and communicate at daily Transition & Issue Review meetings
Communicate daily Go-live updates with end users and Super users
Wear a myEpic t-shirts and badges for easy identification.
Floor Walkers can be recognized by a different colored arm band… Out bound Floor Walkers at the end of their shift will wrap up their day attending the shift change meeting. The inbound Floor Walker will get their bleeps and quickly round their area to introduce themselves. They are here to support both Super Users and Ward/Clinic Managers.
They will also help in providing End User support and will help to enter tickets and triage issues along with you..
They are made up of our credentialed trainers, instructional designers and Epic Corporation staff.

20. Zone Support Example Zone 4 Zone 3 Zone 2 Zone 1 End User Super User
Zone Leaders Support Floor Walkers and Arrange Support
Don’t worry. I am Here for end users on the Ward
Zone 4
Zone 3
Zone 2
Zone 1
End User
Super User
I’m here to help too.. Just Dial my Bleeper
We do not need to go in to too much depth with this… Just know that your ward is part of a zone, Floor Walkers work in a zone, and zone leaders will help behind the scenes to arrange additional support. It is a process that we can also use to pass important communications to leadership and vice versa back down to you..
Floor Walker

21. Floor Walker Zones Hospital Main Entrance 3 4 6 8 1 2 5 7 2
Zone 1 - ATC, CDC, ACCI/GSK and S Block
Zone 2 - Rosie and Breast Unit
Zone 3 - Theatres, K Wards, Dialysis and Pharmacy
Zone 4 - Wards - C&D, EAU
Zone 5 - Wards - F&G, J, N, R
Zone 6 - ED, Labs, A Wards
Zone 7 - Oncology & Haematology, Radiology
Zone 8 - Main Outpatients and Medical Records 3 4 6 8 1 2 5 7
Here is a break down of our zone structure to help provide support for you out, working in the hospital.. If you want to examine this more closely it will be available online at My-eHospital.org 2

22. Support Call Priority URGENCY : When does the incident need
to be resolved?
High
(“Immediately”)
Medium
(“At the next
regular,
available opportunity”)
Low
(“When you have time
/No
rush ”)
(Patient care issue;
work cannot be done;
enterprise service u
navailable) P1 P2 P3
(Workaround
available) P4
IMPACT
What is the scope of the
effect on the business?
(Service affected is not
business -
critical
; only
affects 1 person;
enhancement request,
etc.)
We are now getting into prioritizing our incident tickets and other issues. Some issues are critically important others can wait. Just because a single doctor is upset does not necessarily make that ticket it urgent or a high priority.
Please use you best judgment when calculating how a ticket should be prioritized. High Priority is Patient Safety, Work Stoppage affecting a group of people and enterprise level issues.

23. Severity
Description
Priority 1 Incident (Emergency)
An incident exists that results in a total loss of service or functionality affecting the entire organization:
Non- exhaustive examples:
Critical system/service down i.e. Hyperspace
A service affecting treatment is down
Incident directly affects patient safety
EpicCare Inpatient: patient facing user reports that a report is displaying incorrect data.  i.e. Facesheet.
EpicCare Outpatient: orders are showing incorrect default dosages/instructions.  Weight-based dosages incorrect.
ADT/Prelude: Users are not able to admit patients.
Priority 2 Incident (High)
An incident exists that results in a partial loss of service or functionality across the estate or within a significant user population
Non-exhaustive examples:
Partial loss of service or functionality across the organization.
Large number of users affected.
EpicCare Inpatient: patient facing users report long response times for data intensive reports.
EpicCare Outpatient: Order Transmittal not working as expected.
Cadence: Appointments are not displaying in the DAR.
Priority 3 Incident (Normal)
An incident exists that result in a partial loss of service or functionality with no immediate business impact.
Partial loss of service or functionality
Individual user/Small number of users affected
EpicCare Inpatient: patient facing user requests additional information for reports.
EpicCare Outpatient: SmartLink no longer working.
Cadence: Copay stops appearing in the check-in/check-out flow.
Priority 4 Incident (Low)
An incident exists that result in a partial loss of service or functionality with no immediate business impact and for which an alternative is available.
Minor software bugs
Individual user has problems accessing a non-critical function
EpicCare Inpatient: user requests changes to the organization of reports.
EpicCare Outpatient: User requests additional items to be added to the History navigator section. 
Priority 5 Incident
Requests for information / Optimization / Enhancement
Requests to be resolved with next Epic SU or upgrade.
Requests requiring review by organization for viability.
New report requests
Here are examples of what might be considered a Priority 1 issue verse a Priority 2, priority 3, Priority 4 & Priority 5.
A Priority 1 is urgent and must be called into the Bronze CAM using the help desk line..
Use the online ticketing system for all P2, P3, P4 and P5s. ( More to come on ticketing here shortly)
Please download a copy of this presentation online at My-eHospital.org

24. Incident Reporting Options
Answered by Epic Support Teams
Option 9 = For all Urgent Priority 1
eHospital Issues
Option 1 = Password/ Access issues
Option 3 = Printing issues
Answered by HP Support Teams
Option 6 = WP360 issue (Hidden)
Option 4 = Any other IT issue
For other lower priority Epic issues, please log the incident online via the eHospital project page.
Phone Call
To the Service Desk
x2757
Priority 1 Incident
Create Incident Ticket
from the internet.
Link is available on the
project homepage
Only Super Users or Floorwalkers
are authorised to create incident tickets online.
Priority 2, 3, 4, 5 Incidents
When you have an issue… Here is how you handle it….
If you have a Password Issue - Call our Password Service Desk at extension 2757 – Option 1
If you have a Printing Issue - Call our Printing Service Desk at extension 2757 – Option 2
Option 9 (is a quick bypass) and Option 3 are the same and should only be used to report Priority 1 issues. You will get a live person in a room at the Bronze CAM with leadership there ready to take action.
If you have a Work Place 360 issue – dial option 4
Any other IT issue – Option 5
As we discussed earlier, there is an online incident ticketing system that I will show you now for all Priority 2,3,4,5 issues.

25. How to Enter a Ticket Go to the eHospital Project Home Page
Click on the link: Enter an eHospital Incident Ticket
Enter your User Name and Password
Complete the fields accurately and with explicit detail of the issue effecting the end user.
Using your best judgment – Select a priority for the ticket and the correct resolver group.
How to enter an online ticket…
From the eHospital Project Page find the link to enter an Incident Ticket.
You will be sent an in the next two weeks to create a password for Samanage. Make note of your password so you can enter incident tickets during go-live.

26. Application / Service Effected
I DON’T KNOW
PRINTING ISSUE
PASSWORD ISSUE
SECURITY/ ACCESS ISSUE
TRAINING ISSUE
CUTOVER ISSUE
Go-Live RESOURCES ISSUE
OTHER -Please Specify
ASAP (A&E)
Beacon (Cancer)
Beaker (Pathology)
Clin Doc
Cupid (Cardiology)
HIM
Kaleidoscope (Ophthalmology)
OP Clinical (OutPatient)
Optesia (Theatres)
Orders
PAS
Phoenix (Transplant)
Radiant (Radiology)
Reporting
Stork (Maternity)
Willow (Pharmacy)
Drop Down Menu
Most of this form is common sense.. It is important that you complete each box (as necessary). If you are reporting a printing issue – make sure that you put the device number located on the the side of the device.
On the left hand side you will see a list of options. Please select the option that most closely relates to your issue and where you think the problem exists. If you are working in the labs, most likely you are experiencing issues with Beaker. Make sure you fill this form out in explicit detail. We can resolve your issues more quickly as a result.

27. Where do I find the MRN#?

28. Patient Safety and the Electronic Patient Record.

29. Patient Safety & the Electronic Patient Record
Enter information into the software accurately and completely.
Read information displayed carefully.
Confirm the accuracy of critically important medical information (e.g. allergies, medications, relevant histories, problems, lab pathology results, radiology results) presented by the software, just as one would with paper records
These next few slides were recently added by Dr. Afzal and his team… Be sure to follow the following steps..

30. Patient Safety & the Electronic Patient Record
Use the software only in the way designed – do not try and use fields / screens in a way that they not intended to be used
Please remember, the care of the patient is paramount – if the computer “won’t let you” then ignore it and carry on caring for the patient.

31. Reporting Potential Patient Safety Incidents at Go-Live
Tell your Super User or eHospital Floor walker
They will triage the incident to establish if the issue involves eHospital.
If yes – they will make a PRIORITY 1 call to the eHospital command centre to be escalated.
AND
Follow existing Incident Measures
Inform the person in charge.
Take appropriate immediate action
Inform your senior management staff
Submit an RMIS (Risk Management Information System) incident form.

32. Do Not Send Training Questions to the Service Desk
(Phone Support is for Priority 1 Ticketing Only)
Priority 1 issues must be called into the Service Desk

33. Super Users Overview of Cutover

34. Terminology Conversions
The process of historical data conversion for all patient information held in legacy systems, to be conducted in the days and weeks prior to go live
A mixture of automatic conversions and manual conversions. Trust resources will be required to assist with manual conversions
Cutover
The manual input of data in the immediate hours leading up to go live, for live in-patients at the time of go live and those that will attend outpatients in the first 2 weeks after go live
Trust resources will be required to assist with entering cutover data

35. Inpatient Cutover Sequence
1) PAS Admission / episode creation/ transfers / Deficiencies
– commencing Thursday 23 October – Friday pm
2) Height & Weight
– commencing Thursday 23 October
3) Allergies & Medications
– commencing Thursday - Friday pm
4) Orders (known orders for Saturday, Sunday & Monday)
– commencing Friday pm
5) Lines, Drains and airways
- commencing Friday pm
6) Rolling Changes/Sweeper Teams
- Friday pm - Saturday morning
Mixture of centralised an de-centralised approach to minimise patient safety risk of notes being off wards for long periods of time, lost patient data, extensive pools of resources needed
Requirement to enter data in a certain sequence by certain resources……….
Data entry to commence 9am Thursday 23 October and complete Friday 24 October (leaving 2 hours for data assurance checks before go-live) Exception:Sweeper pools
Data entry will commence with long stay wards first
Once 1 set of data elements have been completed for a ward, the next applicable ‘cutover team’ of resources are despatched to the ward area to enter their relevant data set
‘Cutover teams’ will rotate between wards entering data, marking charts as completed for their entry
‘Sweeper’ teams will follow through on Friday evening mopping up any additional allergies, meds and orders and checking all charts have been entered, continuing up 10pm when they will become a centralised resource
Aiming to complete by midnight 24th October to allow 2 hour window for assurance checks

36. What happens after Cutover?
12midnight – 2am Saturday 25 October
Cease entering data into Epic. Complete ‘Assurance Checks’ that we have the data we expect to have in Epic, all interfaces are switched over etc etc and we are safe to go live
‘At First Logon’
Users are requested to perform a series of ‘at first logon’, and at varies stages within the first few hours. These range from assurance checks to data entry.
Super users are asked to be familiar with these requirements and assist staff with these checks as required. ‘Tip sheets’ will be provided on the eHospital Project Page

37. Example ‘Nurse At First Login’

38. Major Incident
How will Bronze / Silver / Gold Command Work?

39. Strategic Coordination
Command and Control
GOLD
Strategic Coordination
‘Hands Off’
SILVER
Tactical Management
‘Hands On’
BRONZE
Operational Delivery
‘Hands In’
RESOLUTION
DIRECTION
Innovation and excellence in health and care

40. Strategic Coordination
Command and Control
GOLD
Strategic Coordination
‘Hands Off’
Fran Cousins
Dr Keith McNeil
Dr Jag Ahluwalia
SILVER
Tactical Management
‘Hands On’
On Call Director
On Call Manager
24/7 in the Boardroom
BRONZE
Operational Delivery
‘Hands In’
Deakin Bronze CAM
Operational Areas
Innovation and excellence in health and care

41. Operations Escalation
If an end users discovers an operational issue, they should check in with the super user to see if it potentially involves Epic.
If so, the super user needs to enter a ticket online with eHospital
The end user will then escalate the operational issue to the person in charge on their ward or clinic. Following normal procedures.

42. Operational Workflow Escalation
Silver Command to;
Prioritise
Instruct correct action
Obtain ETA for resolution – feedback
Communicate to the wider organisation
ESCALATION
Immediate resolution is required or unable to resolve through normal means.
Action: Escalate to Silver Command
Unable to resolve through normal means
Action: Escalate to line manager
End user identifies operational issue
Action: Review with super user
Innovation and excellence in health and care

43. Be Super and Be Seen as Super..
What Happens Next….
Complete Your Training
Attend Secondary Training (x4118)
Spend Plenty of Time in the Playground
Keep Up to Date
(eHT, My-eHospital.org, Super User News)
Become a Champion for your Ward
Encourage Others
Share the Long-Term Benefits of Epic
Be Super and Be Seen as Super..
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