Case Study 7 – Healthcare Patient Management System Rollout

One of the top ten largest healthcare systems in the United States successfully gains adoption from 4,000 clinicians for a new Patient Management System.

The challenge:

  • The client needed to train 4,000 physicians, nurses and ancillary staff in a new enterprise-wide patient management system. Training was to be delivered over a one-month period both on-site, and in off-site locations including physician offices and homes.
  • Knowing in advance that system enhancements would be ongoing, the client needed a delivery mechanism to keep users updated in a timely manner.
  • Since the system impacts patient safety and care, all users would be required to demonstrate competency in system before gaining access to the live system.
  • Because Help was not available for the new system, the client required user support the live system.
  • The course design had to take into consideration the diverse education levels of the target audience (from GEDs to advanced degrees) and the need among certain segments for a high degree of learner control.
  • While the client wanted to deliver web-based training, they had no LMS, nor hardware for delivery.

The solution:

Five Star:

  • Consulted with the client to determine the hardware, software, and data exchange requirements necessary to implement web-based training.
  • Developed three hours of SCORM compliant courseware: one hour for physicians and two hours for nurses and ancillary personnel. The instructionally sound, flexible design of the courseware provided competency-based task demonstrations, screen tours, guided-practice simulations, summaries, and Certification Exams. Users were encouraged to take the learning activities that best fit their learning style to gain competency.
  • Developed a dynamic web portal that contains links to the training, FAQs (frequently asked questions), a “What’s New” section for information about system updates and enhancements, an events calendar for information about upcoming training events and courseware, as well as links to reference documents, current and archived newsletters, and a “How Do I?” (just-in-time performance support objects) support area. The portal can be easily updated by non-IT personnel and is customizable for the variety of brands within the healthcare system.
  • Developed a Learner Registration and Tracking System for learner registration, tracking, and results reporting.

Results:

Learners and administrators have given high ratings to the quality and flexibility the training provides, commenting “it’s the best ever.” Users access the “How Do I” items to get just the help they need when they need it on-the-job. The web-based training generated considerable savings in training time and cost. The flexibility of the courseware design reduced learner seat time, also reducing costs. Retention loss between time of training and cutover has been minimized since learners can review the course and the “How Do I” items 24/7, minimizing the productivity loss typical during system cutovers.