As with any big change, there’s anxiety across nearly every stakeholder and every end user – was the training enough, will the system work like the departments need it to, will patients feel the impact of this technology change at the bedside. With anxiety high and stakes even higher, our team understands that to get the results our clients want, we need to do more than offer go-live “table stakes” – you can read more about that here – but in this blog, we want to focus on a specific use case: how we partnered to transform survey information about end user adoption scores into a tool to power perfect adoption scores in a matter of weeks.
Twice-daily surveying and data visualization with our clients during go-live has been a long-time staple and something we continue to evolve, perfect, and obsess over. In December, we partnered with a Washington-based health system, MultiCare Health System, to support their Epic go-live, and our teams were thrilled by the way the data told their story of adoption. At the end of the short two-week project, each department has nearly perfect scores across the adoption board – adoption is based on performance in four areas: Demeanor, Proficiency, Effectiveness, and Workflow Understanding.
In the charts, you can see our adoption surveys at work – like any go-live, users started off uncertain of the system and working to fit the new technology into their daily workflow; within a couple short weeks, each area skyrocketed to that nearly perfect adoption score. It’s not magic, or even science, it’s years of methodically analyzing this type of performance data to right-size and reallocate support, and reconfiguring and redeploying training to prevent workarounds, false adoption, and mitigate risk of poor adoption of multi-million-dollar technology investments.
