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Published on March 25, 2021

Epic survey, visits will lead to continuous improvementEpic survey, visits will lead to continuous improvement

Updates on Epic implementation, IT Connector and improved log-on experience

By Paul Solverson, SVP and Chief Information Officer, CCHC

It may be hard to believe but Cape Cod Healthcare has completed our fourth month using the Epic system! At this stage, many clinical areas have settled into daily use of Epic and are now considered stabilized. A few areas continue to work through this initial stabilization period with plans and resources in place to work our way through the known issues in these areas. Going forward, our teams will be focused on supporting continued learning and improved adoption of the new system.

Epic User Survey findings and post-live visits

We recently completed a CCHC-wide Epic user survey and the post-live visit process with Epic which was designed to elicit feedback and opportunities to increase adoption and value. The survey was a success with 1,093 responses to the 12-question survey with the opportunity to provide comments. Overall, our CCHC results were slightly better compared to Epic’s 2020 client go-lives, with the average response being close to ‘Slightly Agree’ on all questions, which is considered positive for this initial survey. Both the survey questions and comments indicate we continue to be in the learning curve toward being proficient Epic users, with a resounding desire for more training and support. The CCHC Epic training program is in the process of transitioning from implementation support to our ongoing training and support program, including the adoption of the Epic Thrive program, which is Epic’s ongoing learning program geared to efficiency in use and increased adoption.

The CCHC Epic user survey was followed up by several onsite and virtual post-live visits with representatives of Epic and our ITS Epic support team. Upon completion of these visits, we will be receiving summary observations and input from Epic to improve our use of the system. Both the survey and visits have highlighted themes related to lab order processing, referral management, work queue management and use of analytics. This survey and post-live visit process will occur two more times in calendar year 2021 with an eye toward continuous improvement in our use of the Epic system. More to follow in the coming weeks on next steps in response to the post-live visits and survey.

MyChart tops 50,000 activated patients

It was also apparent from survey and site visit feedback that CCHC is already experiencing the benefits of a single integrated electronic medical record in our daily use of Epic. In addition, we have surpassed 55,000 patients with an established MyChart account, which continues to exceed expectations. We also continue to exchange health information with other Epic and non-Epic providers on a routine basis. Epic has been integral for us in our support of the COVID-19 testing and vaccination services.

Thanks to all who responded to the survey and have participated in the post-live visit process. The input and results matter and will be incorporated into plans to continue to improve our use of and value obtained from the Epic system.

Also happening in ITS:

Improving the password/sign-on process

Information Technology Services will be implementing sign-on improvements that will impact all Talent Management users.  These changes will simplify the sign-on process and improve overall access and security.

Your user ID and Password will change to your existing system/email id and password. The requirement for the unique nine-character password is being eliminated to reduce confusion and password reset issues.

The Talent Management application will continue to be available from the internet, however, to access Talent Management from off-site (remote, not on the CCHC network) all users will be required to enroll in DUO if not already enrolled and utilize DUO for two-factor authentication to enhance security.

NOTE: Internal (on network) access will not require DUO and two-factor authentication.

If you have any questions, please contact the IT Service Center at 508-957-8700 (x68700)

IT Connector upgrade: New look, same great service

An upcoming upgrade to the IT Connector will streamline the help desk experience for users. The upgrade, planned for March 26 at 6 p.m., will provide highly intuitive functionality and clean navigation. For the transition, all existing open tickets will transfer seamlessly to the new system.

Please be sure to review the training guide.

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