Hello and welcome to this lecture. We're going to talk about the role of the training team in change management during upgrades. We're going to talk about the communication process and we're going to talk about managing training data as well as current state versus what happens when we have an upgrade, and then we're going to look at a case study. The first thing that we want to take a look at, is the communication during the change management process. When we think about that, we know that electronic medical records have become an integral part of many health care systems. When we're working on upgrades or changes in the system, we have to make sure that, that change management process is functioning as smoothly as possible, and that everyone is aware of the changes that are going to occur. When we think about changes or upgrades in this particular situation, we want to make sure that we have communication that is sit out about the upcoming change or changes. Then we want to make sure that we're actually preparing the educational material, to help our end users understand how changes are going to affect their workflow. Finally, we want to make sure that we have downtime plans in place, and what that means is, typically when you switch to a different system or you have a system upgrade, our technical teams will take down the electronic medical record system for a certain period of time, it can be a few minutes to an hour to two hours at most, and they're going to install those updates, so that when the end-users come back after a certain amount of time, the system will be upgraded and they'll be able to continue their documentation in patient care. Now, when we think about quarterly upgrades we'll say, typically you're going to have about 1-4 weeks in order to review the initial changes that are going to come into the system. Once we've reviewed those preliminary items or we get the system code, then our application teams are going to start testing out those items, and then from a training perspective, our teams will then look at all of those items that have been tested by the application teams, and then they're going to create that education. There may be some bill that needs to occur in order to facilitate either in-person or virtual training sessions, and then we'll have what we call upgrade overview sessions, that present these changes to our end users. Typically, that will happen that in about a 1-2 week timespan. The changes are coming very fast. When we think about our patient build, and training documentation, we want to think about how we're going to support our end-users. We have to think about classroom material needs, and then, we also have to think, do we need to create or build specific scenarios to show our clinicians about a workflow that will be changing, as a result of that system upgrade. When that happens, we also have to keep in mind, are we going to keep these patients after the upgrade? Because from a system perspective, we want to make sure that we're not creating so many patients or build in the system that's going to slow things down, which can prevent our end-users from being able to walk through workflows appropriately when they're in the classroom. We talked about this before, but we have our training data and we have to make sure that we manage it appropriately. We're going to go into more detail about this, in this particular scenario. First, when we think about managing our data, we have our build environment. When we get that code that's delivered from the software vendor, that's where application teams are going to go in. They're going to review whatever that code is, that's where the build will occur, in which they're looking at everything that's come in, and they're going to create test patients to walk through the scenarios, so that they can compare and contrast what those changes are, and how they'll impact our end-users. Then, there's a testing environment. Typically we will have additional testing occur here, and we also have interfaces which are critical in this process. When we have those interfaces, what we're doing is, we're ensuring that our downstream systems will still function appropriately. Again, our analysts are typically working in this environment, and sometimes, we'll have our business owners or stakeholders, going in and conducting testing side-by-side with our analysts as well, to make sure that the workflows agreed upon, match was actually occurring in our production system. When we think about this, we're going to talk about our training environments, and this again, is where training team is doing a lot of the manipulation, they're creating the patients to simulate different workflows in order to train our staff, and we're creating a lot of training patients in these particular instances. We have our training environment, and then we have our production environment, which is where clinicians are actually practicing. Again, we have to make sure that our training environments scenarios closely match our production scenario. When we think about that, we're training our clinicians or end-users. We have build that's created by principle trainers, and then we have to make sure that MST or our master training environment is kept up to date as much as it possibly can. We know that, when we have that file transfer that's done by our application analyst, sometimes there's also going to be manual build that needs to happen by our principle trainers. The thing about that is, we don't have those interfaces setup in our training environments, though a lot of times we have to simulate what would happen, with those downstream systems. When you work through that, we have to make sure that our principle trainers creates specialized scenarios to fake those interfaces, and promote patients to various statuses. Or for example, when we're registering our patients and we're looking at whether or not a patient is eligible for insurance, there is an eligibility queue, that we have to fake in order to show up that alert. That's an example of how we have to manipulate the system or create that smoke and mirrors system in order to effectively train our clinicians.
