The EHR Implementation tool enables the Allscripts implementation consultants to make informed design decisions when configuring the EHR for their client hospitals to increase clinical satisfaction and EHR mastery.
January 2018 to August 2018
UX Designer
Allscripts
Masters of Human Computer Interaction
Allscripts contracted with the MHCI team to assist their client hospitals in improving clinical satisfaction and mastery with their EHR product called Sunrise EHR.
Increase clinical satisfaction and EHR mastery.
Inefficient workflow around the decision-making process led to unnecessary customization on the EHR, increasing the overall cost and delayed timeline, resulting in poor product services and management.
Designed a web app for the implementation consultants to make informed design decisions when configuring the EHR for their client hospitals.
January 2018 to March 2018
We conducted 50+ interviews with stakeholders and end users to understand the end-to-end EHR implementation and post-activation process. Throughout the process, we learned many pain points and opportunity areas we could focus on.
We collaborated with our stakeholders closely to prioritize the opportunities based on impact and feasibility. We agreed to tackle the workflow design because it could enhance the product’s overall usability and training issues down the road.
I can usually predict if a project will be successful just based on who's in the kickoff meeting. Is the clinical leadership engaged or is this seen as just an IT project?
Implementation Consultant
Sometimes, I see an EHR and I wonder whether they asked for any feedback from a nurse. I had to jump between three different systems just to do one thing.
Registered Nurse
We try our best to make training very personalized, but there have been times when I've had to train users on workflows that hadn't been finalized yet.
Training Consultant
I spend hours after work charting so that I can fulfill all my other duties. You'll see doctors looking at a computer screen instead of their patient.
Registered Nurse
It's not enough to just measure the number of clicks. Ultimately, you need to measure whether what you're doing improves patient outcomes.
IT Consultant
Struggles to get Michelle in the design validation meeting with other decision makers
Michelle is busy day and night treating patients and filling out charts in the EHR
Key stakeholders are too busy to get them in a room to make configuration decisions.
Decisions and insights are not captured in a standardized method, making them vulnerable to misinterpretation.
EHR usage data is underutilized in Allscripts’ management system, preventing efficient configuration processes.
Engage end users early in the configuration process in a physician-friendly way.
Guide clients to standardized
best-practices to minimize dissatisfaction.
Enable visibility and shared understanding among different stakeholders.
March 2018 to August 2018
With the three goals in mind, we explored different product solutions to resolve the critical user problems in the EHR implementation workflow design process.
Live preview of the EHR configuration
Quick feedback on mock-ups and demos
Document, analyze and get feedback
Track the EHR implementation process
Based on stakeholder and user feedback, we created a product solution in which an Implementation consultant can generate a questionnaire regarding configuration decisions using the standardized template and send it to the client decision-maker to make decisions remotely.
Many templates can be created based on the product and the project type. Our solution provides standardized templates for each decision topic to capture decisions accurately and efficiently.
A project tracker allows implementation consultants to see the progress of the implementation. Decision topics, status, responses, and owners are shown.
For each decision topic, implementation consultants can see details of the decision, including who made which decisions.
Our product solution is designed to make critical decision-makers make informed decisions efficiently by providing the correct type of input method.
Hospitals in similar categories share up to 60% to 80% EHR setup. Our product solution provides recommendations to guide decisions with past examples and resources.
Through research, we made some critical design decisions to help implementation consultants and decision makers to provide and track decisions.
In some cases, approval or denial is needed. In others, no decisions are on the table, and physicians can express opinions individually.
It takes work to verbally explain to the physicians how the software feature will affect their day-to-day workflows.
Physicians can provide accurate feedback if they see what the feature looks like in EHR.
Provide best practices because up to 60% - 80% of EHR configuration can be shared between client sites.
Each consultant can track the implementation process and communicate to the build team.
