The Challenge
After the merger of two large Texas-based healthcare systems, a need existed to change to one electronic medical record (EMR) system across the enterprise. The companies previously utilized different EMRs, making the sharing of patient data across the organization a challenge.
Many physicians and/or staff from one of the merged healthcare systems consisted of private and independent practices, and thus could not receive full access to the new EMR. Because of this, a view-only, web-based application was implemented to allow independent practices to have secure access to patient data while providing the benefit of continuity of care.
Due to the considerable impact of the EMR implementation and limitation of resources, the healthcare system sought experienced assistance to manage the various workstreams – one of which included the view-only application. The organization needed to continue providing application access while updating the system and making it more efficient so that 13,000+ users could be added.
Our Approach
Sendero executed the technology enablement and change management efforts for the project, specifically managing 10+ remote project teams consisting of 35+ members and securing buy-in from the enterprise.
The existing process of adding physicians and staff to the view-only EMR application was manually intensive, involving practices sending emails/faxes with their requests, which required employees to manually verify the credentials of the practice and build out their profiles. Management of this system required a considerable amount of additional resources, and the process was hindered by human error and long turnaround times.
To eliminate the need for the manual system, Sendero managed the build out of an online Site Access Wizard—a tool that would automate the EMR user access process. Utilizing a multitude of analytics applications, Sendero created dashboards with relevant KPIs that showed stakeholders the need for this automated tool. To ensure adoption, Sendero developed marketing materials, and organized and led training sessions for Physician Liaisons and Providers to become familiar with the new, view-only application and access request process.
