Provider Onboarding

Challenge    We have been challanged to improve provider satisfaction as it relates to new provider  onboarding. Currently providers have to attend a 4 hour training session at a central location  and then it takes another week before their username is even created. Once the provider  receives their username they are asked to meet again for about 2 hours to complete their  onboarding and to set up customizations. The network used to give the providers their  username prior to attending training, but we found many providers would not show up for  training and just show up for their first shift without knowing how to use the system. So medical  staff voted to change the bylaws and required providers to attend the initial training before they  would even submit the request for their usernames.   We also reached out to the stakeholders to get input on area they felt needed improving:

1. Having to give up 2 days that they are not getting paid for

2. Location is inconvenient.

3. Unable to set up customization at the end of original training

4. Original training is to much information

5. To many specialties on one setting

6. Don’t feel like they know how to use the system on their first day

The project scope includes looking at different training options (including virtual), having  usernames available at time of training, being able to set customization at original training, and  have scenario based training.   The project timeline is 45 business days.    Selection    Our team started looking at what tools were available at a national and local level.  We took into  consideration software and hardware constraints. Providers from different specialties worked  with our team to develop medical scenarios to use in training.    Application    For the first round of learning launch, we focused on the structure of the class. We took the  information provided from the different provider group and rolled out scenario based training.  The classes were broken out by large specialties (Emergency Department, Inpatient, Surgery).  Breaking apart the specialties allowed us just to focus on one type of software during the  training. ED Providers used FirstNet, Inpatient Providers used PowerChart, and Surgeons used  Surginet. This was a very successful change. The scenario based training was a huge success  with our trainers and our providers. This allowed both groups to follow a script from the start to

finish of a patient's movement in the hospital. Both of these changes reduced the original class  from 4 hrs to 2 hrs.    For the second round of learning launch, we focused on cutting out the need for the second 2  hour meeting with onsite CI teams. We decided that once a provider signed up for training we  would submit a request for their username and the username would only be sent to the trainer.  The provider had to show up for training to receive their username. Once they finished the  training that only took 2 hours, we were able to help the group customize their settings and set  up favorites.  This portion also reduced the time commitment from 2 hrs to 1 hr.      For the final round of learning launch, we implemented online training. We used google hangout  meets to hold virtual training sessions. The entire class of providers attended training in a virtual  manner and then we broke off into smaller groups to set up customizations.    Insight    By applying the learning launch tool, our team identified small areas that needed to be tweaked  as we went. Each learning launch round was specific to a goal. Using the agile methodology  allowed us to take the suggestions that came out of the round to the stakeholders to get  approval for what we wanted to try differently in the next round. We would fix what needed to be  changed and rolled out the changes into the next round's new goal.     Approach    CI staff and physician leadership was concerned about the quick timeline. This was our first  project that we have used an agile methodology which also made staff nervous. Given the quick  movement and changes that were rolled out, our team was surprised with the results. We still  have a few more items to tweak, but overall it was a success.   Our wins from the project was:

1. Reduced overall onboarding time from 6 hours to 3 hours

2. Providers didn’t have to drive in to a central location

3. Providers able to get user name and customization in one training

4. Providers felt training was more appropriate to their specialities

5. CI trainers felt better about training from scenario based training

6. Satisfaction scores went up by 25%

We will definitely be using the learning launch tool for future projects.


Provider Onboarding Challenge We have been challanged to improve provider satisfaction as it relates to new provider onboarding . Currently providers have to attend a 4 hour training session at a central location and then it takes another week before their username is even created . Once the provider receives their username they are asked to meet again for about 2 hours to complete their onboarding and to set up customizations . The network used to give the providers their username prior to attending training , but we found many providers would not show up for training and just show up for their first shift without knowing how to use the system . So medical staff voted to change the bylaws and required providers to attend the initial training before they would even submit the request for their usernames . We also reached out to the stakeholders to get input on area they felt needed improving : 1 . Having to give up 2 days that they are not getting paid for 2 . Location is inconvenient . 3 . Unable to set up customization at the end of original training 4 . Original training is to much information 5 . To many specialties on one setting 6 . Do n’t feel like they know how to use the system on their first day The project scope includes looking at different training options ( including virtual ) , having usernames available at time of training , being able to set customization at original training , and have scenario based training . The project timeline is 45 business days . Selection Our team started looking at what tools were available at a national and local level . We took into consideration software and hardware constraints . Providers from different specialties worked with our team to develop medical scenarios to use in training . Application For the first round of learning launch , we focused on the structure of the class . We took the information provided from the different provider group and rolled out scenario based training . The classes were broken out by large specialties ( Emergency Department , Inpatient , Surgery ) . Breaking apart the specialties allowed us just to focus on one type of software during the training . ED Providers used FirstNet , Inpatient Providers used PowerChart , and Surgeons used Surginet . This was a very successful change . The scenario based training was a huge success with our trainers and our providers . This allowed both groups to follow a script from the start to finish of a patient 's movement in the hospital . Both of these changes reduced the original class from 4 hrs to 2 hrs . For the second round of learning launch , we focused on cutting out the need for the second 2 hour meeting with onsite CI teams . We decided that once a provider signed up for training we would submit a request for their username and the username would only be sent to the trainer . The provider had to show up for training to receive their username . Once they finished the training that only took 2 hours , we were able to help the group customize their settings and set up favorites . This portion also reduced the time commitment from 2 hrs to 1 hr . For the final round of learning launch , we implemented online training . We used google hangout meets to hold virtual training sessions . The entire class of providers attended training in a virtual manner and then we broke off into smaller groups to set up customizations . Insight By applying the learning launch tool , our team identified small areas that needed to be tweaked as we went . Each learning launch round was specific to a goal . Using the agile methodology allowed us to take the suggestions that came out of the round to the stakeholders to get approval for what we wanted to try differently in the next round . We would fix what needed to be changed and rolled out the changes into the next round 's new goal . Approach CI staff and physician leadership was concerned about the quick timeline . This was our first project that we have used an agile methodology which also made staff nervous . Given the quick movement and changes that were rolled out , our team was surprised with the results . We still have a few more items to tweak , but overall it was a success . Our wins from the project was : 1 . Reduced overall onboarding time from 6 hours to 3 hours 2 . Providers did n’t have to drive in to a central location 3 . Providers able to get user name and customization in one training 4 . Providers felt training was more appropriate to their specialities 5 . CI trainers felt better about training from scenario based training 6 . Satisfaction scores went up by 25 % We will definitely be using the learning launch tool for future projects .