Super-user Information Packet Northwest Network Go-Live, May 1, 2016

Thank you all so much for volunteering your time during the Northwest

network implementation and go-live. Go-live would not be possible without your support, help and cooperation. We are excited to have you all on board

and have prepared this Super-user Information Packet which contains important information for this go-live.

Key Terms………………………………………………………………………………………………………….2-3

Timeline…………………………………………………………………………………………………………….3-4

Super-user Go-live Responsibilities…………………………………………………………………………4

Important Phone Numbers…………………………………………………………………………………..…5

Shift Schedules………………………………………………………………………………………………………5

Shift Arrival & Departure Checklist…………………………………………………………..………....5-6

Vests & Stickers/Breaks/Food Services…………………………………………………………………6-7

Parking & Transportation……………………………………………………………………………………7-8

Personal Identification, Appearance and Hygiene…………………………………………………….8

FAQs…………………………………………………………………………………………………………………….8

Issue Reporting Process………………………………………………………………………………………….9

Maps and Locations…………………………………………………………………………………………10-12

Expenses…………………………………………………………………………………………………………13-15

Introduction

Welcome, Super-users!

Table of Contents

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We recognize that our vocabulary may be unfamiliar. You are going to hear some key words repeatedly, so here’s a quick cheat sheet to decipher them:

Word Meaning

STJO PeaceHealth St. Joseph Medical Center or St. Joe’s – our hospital in Bellingham.

UGMC PeaceHealth United General Medical Center or United General – our hospital in Sedro-Woolley.

PIMC PeaceHealth Peace Island Medical Center 0r Peace Island – our tiny critical-access hospital on Friday Harbor.

CareConnect PeaceHealth’s system-wide configured version of Epic, our new electronic health record (EHR) system.

Centricity The electronic health record currently being used at most of our PeaceHealth facilities that are getting CareConnect.

Cherwell The online software you will use to report issues at go-live and the standard tool we use to track technical issues with any of our software or hardware products.

HEC St. Joe’s Health Education Center. A building two blocks from the hospital, where the CareConnect Command Center is located.

Informatics The Informatics team are a group of experts on the workflows and operational functions for all PeaceHealth locations. They will be onsite during go-live and helpful in understanding the flow of work in any department as well as the design of CareConnect.

Meditech The electronic health record system currently being used at some of our PeaceHealth facilities that will be getting CareConnect.

Key Terms

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Super-user Dispatch

The location in each facility were super-users will begin and end each shift and where resources are available:

• STJO – Conference Room 5/6 • UGMC – Administration Office by Human Resources • PIMC – Administration Office

Super-user, Internal

A PeaceHealth caregiver, identified as a super-user, that lives & works in Bellingham, Sedro-Woolley or Peace Island

Super-user, External

A person identified as a super-user for this go-live event; some are PeaceHealth caregivers from our other locations, some are contractors from a vendor who will offer specialized support.

The week before go-live and that first week after are full of activities. Here are some helpful details about all that is going on in every facility.

Practice Labs: Caregivers have access to trainers to get help on anything they need to learn.

End-User Training: Some caregivers will be attending classes.

Chart Conversion: STJO begins April 28 (Thurs.); PIMC & UGMC start on April 30 (Sat). Charting for all patients inhouse will get converted into CareConnect.

Downtime: Starting at midnight on May 1, all teams stop using current systems and begin charting on paper downtime forms.

Cutover: All current system data & interfaces are re-directed to CareConnect platform.

Super-users Deployed: 100s of internal and external super-users doing shifts in hospitals, labs & clinics to support caregivers in using CareConnect and caring for patients.

Timeline

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Leaders & Change Rounding: Executives and Change Team members round in all facilities to gauge change adoption, and reduce stress by providing emotional support & bringing joy.

Informatics & Training Support: Almost 100 trainers and Informaticists will be visiting super-users and departments to provide advanced support or troubleshoot training or workflow-related issues.

IST Tech & Clinical Support: Help Desk and Clinical Service Desk are staffed up and begin processing 1000s of tickets and calls to help identify, prioritize and resolve issues.

STJO Command Center: More than 100 CareConnect Program team members, analysts & managers are staffed 24/7 to complete break/fix, analyze, prioritize, make decisions, and communicate implementation progress.

Your attention to the following go-live responsibilities will help ensure that we have a successful go-live.

Leadership: • Prioritize patient care and safety at all times. • Lead, reinforce, and validate standard workflows and best practices. • Mentor staff in using the applications by being approachable and available to answer

CareConnect questions. • Help staff see the big picture and understand the long-term benefits of using CareConnect. • Attend super-user huddles during your shift to get the latest updates, review end-user

challenges and issues, and communicate back to your service area with resources and training tips to reinforce adoption and best practices in CareConnect.

Workflow support and issue resolution: • Provide at-the-elbow support for caregivers. • Assist with identifying and resolving standard workflow or application issues. • Support and guide staff during the charting process. • If you are familiar with the workflow, answer workflow process questions. • Troubleshoot and report issues through Cherwell. NOTE: Issues that are not critical

path need to be approved by a manager before you enter the ticket.

Prepare for huddles and shift handoffs: • Collect and report out on any end-user questions and their resolution, as well as common

themes during the super-user huddle and shift handoff. • Starting after the first shift, meet with the super-user coming off shift to have a safe handoff

on identified floor support issues.

Super-user Go-live Responsibilities

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STJO UGMC PIMC

Nursing Supervisor

Direct Ext: 7777 360-788-7777

360-856-7500 Vocera

ED Nurses Station 360-378-1735

Safety & Security Office

Direct Ext: 2501 360-738-6300

253-250-2278 Walk to ED (ring doorbell between 7

p.m. and 7 a.m.) IST Help Desk

Direct Ext: 6464 1-800-452-1425

Super-user Dispatch

360-788-6060 360-856-7415 Dana Van Every 360-378-1704

Make sure you know your shift schedule: • The standard super-user shifts for most areas are 12 hours, either 7 a.m. – 7 p.m. or

7 p.m. – 7 a.m., but you should verify your schedule as some areas will be on eight hour shifts or tiered schedules according to unit/clinic routine.

o PeaceHealth caregivers should check your My Time schedule for your super-user shifts.

o PTP & Epic super-users should confirm your shifts with your scheduler.

Shift Arrival • Arrive at Super-user Dispatch 10-15 minutes prior to your shift to complete the check-

in/badge-in process.

(STJO’s-only: Super-user shuttles will leave early enough to get you there a little bit ahead of time, so please note the shuttle departure times at your hotel).

Super-user Dispatch Locations STJO: Conference Room 5/6 UGMC: Administration Conference Room by Human Resources PIMC: Administration Office

• Ask the Super-user Dispatch Lead if you do not know your assigned unit. • Pick up any super-user tools you don’t already have, such as a pager, vest,

sticker, feedback form and/or Cherwell tip sheet. You will get one vest when you check-in for your first shift at the Super-user Dispatch. You will keep it and wear it for all your shifts thereafter, and then return it when you have completed all your shifts.

Important Phone Numbers

Shift Schedules

Shift Arrival and Departure Checklist

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• Check in/Badge in according to the following instructions:

o All PeaceHealth caregivers will sign in and out using My Time:

− STJO: Look for the badge reader by Super-user Dispatch

− UGMC and PIMC:

Internal super-users can use any badge reader

External super-users can use any computer with online access to My Time

o All Epic and PTP contracted super-users should check-in at the Super-user Dispatch before your shift begins as well.

• Proceed to your department location, arriving on time for your shift. • Introduce yourself to the leader(s) on your assigned unit. • Return to Dispatch to attend super-user huddles (11 a.m. or 11 p.m. depending

on your shift) • Proceed back to your department following the super-user huddle.

Shift Departure • Return to dispatch for Super-user Handoff Meeting.

o PIMC can do the handoff in the ED or in one of the Learning Rooms. • Drop off pager and completed feedback form, and check out/badge out. • Epic - return your PeaceHealth generic access badge at the end of each shift. • PTP – on your last shift of service, return your PeaceHealth generic access

badge. • On your last shift of service, turn in your vest at the Super-user Dispatch.

Our vest and sticker colors help identify the type of support you are there to provide: • Internal (northwest) super-users: RED vest, NO sticker • External (visiting) super-users:

o Caregivers from Columbia - RED vest, PINK sticker o Caregivers from Oregon - RED vest, GREEN sticker o Epic support: BLACK vest, YELLOW sticker o PTP support:

STJO – BLACK vest, NO sticker UGMC - BLUE vest, NO sticker KEMC - BLUE vest, NO sticker

Vests and Stickers

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• It is important to take time away from a busy department to recharge. The break schedule during go-live is no different than our current break schedule (for all caregiver types). Please follow the advised break schedules to ensure that you are not missing any breaks and/or lunches. o 8-hour shift: One 30-minute lunch and two 15-minute breaks o 12-hour shift: One 30-minute lunch and three 15-minute breaks

• Ensure you coordinate your breaks with your department lead and fellow super-users so that others cover for you. Please make sure that you do not have more than two super-users off the floor at one time.

• STJO: Cafeteria is open 6:30 a.m. to 7 p.m. daily. Grounds and Grains café is open 6:30

a.m. to 5 p.m. Monday through Friday. Coffee cart in cafeteria open 6:30 a.m. to 10:30 a.m. daily. If you are working the night shift, please bring your own food.

• UGMC: Cafeteria is open 7 a.m. to 5 p.m. Monday through Friday. Coffee cart is open 7 a.m. to 3 p.m. Monday through Friday. If you are working the night shift and/or weekends, please bring your own food.

• PIMC: Since PIMC does not have any food services, you will need to bring your own food.

Internal PeaceHealth super-users

• Park in your regular employee hospital parking.

External PeaceHealth super-users

• STJO: o PeaceHealth super-user shuttles will provide transportation between STJOs and the

following hotels: Oxford Suites Hampton Inn – Bellingham Airport Best Western Plus La Quinta

Shuttles will run on a schedule to accommodate our standard 12 hour shifts from 7 a.m. – 7 p.m. and 7 p.m. – 7 a.m. and accommodate the super-user check-in and check-out times; check with the hotel for the exact schedule.

o If you are staying at another area hotel or working a shift other than the standard 12 hour shift, you will need to make transportation arrangements accordingly (ex: rental car/carpooling per PeaceHealth policy, use your own vehicle, request a hotel shuttle according to the hotel’s offered shuttle times).

Breaks

Food Services

Parking and Transportation

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• UGMC: Adequate parking is available, please be mindful of leaving spaces close to the

entrance for patients & family. • PIMC: Please park on Spring Street (along the road), which is behind the Emergency

Medical Services building, and then walk around to the hospital, and enter through the Emergency entrance. Please do not park in hospital parking.

Personal Identification: Always wear your PeaceHealth-issued badge. Badge must be visible above your waist at all times.

Appearance:

• Internal super-users should wear their scrub uniform • External super-users should wear business casual attire to help distinguish between

patient caregivers and floor support. • Everyone should:

o Wear comfortable shoes

o No open-toed shoes

o Wear your vest and sticker

Hygiene: PeaceHealth is fragrance-free. Please refrain from wearing any perfumes, essential oils or other scented products. Remember to clean your hands frequently. Frequent hand cleaning prevents the spread of disease. Take a moment to clean your hands every time you enter or exit a clinical area, and before and after contact with any surface or patient in a clinical area. Our patients deserve clean hands at every touch point.

Q) What do I do if my badge does not work?

A) See the Super-user Dispatch Lead and sign in using the Sign In/Sign Out sheet.

Q) What do I do if I am not needed on the floor? A) Take the time to enter in any Cherwell tickets. If all tickets have been logged, report back to Super-user Dispatch and see if you can be reassigned.

Q) What if I am sick and cannot make it to work? A) Call the Super-user Dispatch immediately at your respective hospital to report a sick day.

Q) Who do I contact if there is an injury on the floor?

A) Contact the Super-user Dispatch Lead.

Personal Identification, Appearance and Hygiene

FAQs

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While caregiver support is the main priority, another of your critical tasks is identifying and reporting issues in our web-based, issue tracking system, called Cherwell. Super-users will be asked to enter Cherwell tickets online, documenting caregiver issues with CareConnect. Issues can be technical and training- or workflow-related. Any issue that prevents us from documenting care for our patients or doing our work needs to be entered into Cherwell. Please refer to your Cherwell Tip Sheet for the specific information required to submit a ticket and to prioritize each issue.

Issue Reporting Process

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STJO - PeaceHealth St. Joseph Medical Center 2901 Squalicum Parkway Bellingham, WA 98225 360-734-5400 The PeaceHealth super-user shuttles will drop off all super-users at the area circled below. This drop-off location is located right outside the Super-user Dispatch, Conference Room 5/6.

Maps and Locations

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UGMC - PeaceHealth United General Medical Center 2000 Hospital Drive Sedro-Woolley, WA 98284 360-856-6021 Please park in hospital parking, but leave any spaces close to the entrance open for patients and visitors.

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PIMC – PeaceHealth Peace Island Medical Center 1117 Spring Street Friday Harbor, WA 98250 360-378-2141 The Super-user Dispatch is in the ED Building. Park along Spring Street (also known as San Juan Valley Rd.), as shown in the map below.

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Preapproved travel-related expenses, including meals, transportation, and lodging, will be paid for by the CareConnect program in accordance with the PeaceHealth Travel Policy.

• For each event, any expenses you pay for directly must be submitted in their entirety, either manually or in Concur, on a single expense report within 90 days of the date of the event.

• You must submit separate, itemized receipts for all amounts $25 and over, for everything except mileage. Please make sure to get receipts.

• All submitted expenses must be yours and yours only (do not split expenses with anyone). For example, if a rental car is necessary, share it whenever possible, but only one person may expense it.

• In order to receive reimbursement for meals, including room service meals, you must pay for your own meal and get itemized receipts, including any tip and tax. If you dine in groups, get a separate check to submit your own individual expense.

Please see the next two pages for the CareConnect Expense Job Aid and the Expense Submission form. This is the form you will use to submit your expenses. If you need more than one form, please make photocopies.

Expenses

CareConnect Expense Aid

Revised 1/2016

If you participated in a CareConnect-related event, you may be eligible for reimbursement of related expenses. Please follow closely the instructions below in order to submit your expenses.

Expense Reimbursement Guidelines: • For each event, expenses must be submitted in their entirety, either manually or in

Concur, on a single expense report within 90 days of the date of the event. • You must submit separate, itemized receipts for all amounts $25 and over, for everything

except mileage. Please make sure to get receipts. • All submitted expenses must be yours and yours only (do not split expenses with anyone).

For example, share rental cars whenever possible, but only one person may expense it. • Please be good stewards: think about costs. • Refer to the PeaceHealth systemwide travel policy for more guidance. Expense Submission Guidelines: Unless you have a PeaceHealth-issued credit card, please complete the Employee Expense Statement on the back of this page (select the ACCOUNTING UNIT from the table below), and then submit it to apcustomerservice@peacehealth.org along with your itemized receipts.

Please select the ACCOUNTING UNIT below related to the corresponding CareConnect-approved event or activity:

Northwest Network training = 8009006 Oregon Network training = 8009005 Super User Support = 8009007 Credentialed Trainers Support = 8009008

Lab/Beaker (and not related to anything else above) = 8009016 Approved events/activities not related to anything above = 8009015

Network Discretionary Expenses: All CareConnect-related events or activities which are not CareConnect-approved will be the responsibility of each network’s cost center. (Note: Any expenses to be charged to the CareConnect budget must have been approved prior to commitment by Jane Cahill, Program Director.) St. Joseph’s Medical Center = 200 8008957 United General Med. Center = 250 8008957 Peace Island Medical Center = 200 8008958 Ketchikan Medical Center = 300 8008957

If you have a PeaceHealth-issued credit card, follow these steps to log expenses in Concur: • Create a New Expense Report

o Report Name: CareConnect (specify the network, event and location) o Policy: PH Travel & Expense Policy o Business Purpose: CareConnect (name the network, event and specific location) o Report Type: Intercompany Travel o Company: (800) SYSTEM OFFICE o Accounting Unit (select one from the ACCOUNTING UNITS table above)

• Click Next • Update the expense type as appropriate (airfare, dinner, etc.) for each individual expense • From the transaction level of your expense report, click the Details down arrow • Select Approval Flow from the drop-down • Click inside the Manager Approval box and in the drop-down that appears, select Last

Name and search for the last name of your approver to select it: For training events or activities = GROSS, RANDALL For anything not related to training (including Lab/Beaker) = KILLPACK, KEELY

• Click Submit Report if you are ready to submit the report • Click Save if you are not yet ready to submit the report

Meals: • Follow the travel

policy and get separate, itemized receipts for all expenses $25 and over

• If you charge hotel meals to your room, you must still get itemized receipts for those meals, including any tip and tax

• If you dine in groups, get a separate check to submit your own individual expense

Transportation: • Keep flights as

scheduled to decrease change costs

• Book as early as possible for lowest cost fare

• If a rental car is required, share whenever possible, but only one person may expense it

• Mileage rate is automatic in Concur; $0.54 per mile

Hotels: • Click here for a

complete list of nearby hotels

Revised 1/2016

***ALL REQUESTS MUST BE FILED WITHIN 90 DAYS OF EXPENSES TO BE REIMBURSED***Lawson Company Number

100 Lower Columbia 400 Oregon

150 South West 500 Siuslaw

200 Whatcom 600 PeaceHealth Labs

250 United General 650 PeaceHealth Medical Group

300 Southeast Alaska X 800 System office

Submitted by: Account: (Employee)

Accounting Unit: (Manager or Director) (choose one from Expense Aid)

For questions, call 360-729-1111Send completed form to APCUSTOMERSERVICE@PEACEHEALTH.ORG or fax (360) 575-3876

Date of request:

CARECONNECT

Employee Name:

Totals

Date

Note: All checks will be mailed to the employee's home address.

Employee Expense Statement

(specify network, event and specific location)

Totals:Lodging

Lunch

Breakfast

Taxi & Shuttles

Dinner

Address:

Mileage from address

Mileage to address

Other

Registration, Tuition

Parking, Tolls

Miles x $.54(rate effective 1/1/16)

Miles Traveled

Airfare, Car Rental

Approved by:

With the exception of mileage, all amounts $25 and over must be supported by detailed, itemized receipts.

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