No Support? No Adoption. Structuring Your Help Desk for EHR Support

End User Experience Today (Feb 23 2011)

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   No Support? No Adoption.

   Article submission by Hayes Management Consulting. Hayes is ranked the Top Overall Professional Services Firm by KLAS (2007-2009) in the “2009 Top 20 Best in KLAS Awards: Software & Professional Services.

   Electronic health records (EHR) are a far cry from plug and play. Therefore, implementation is not an example of “build it and they will come.”  In fact, the adoption of EHRs has little to do with technology, and a lot to do with how the organization manages the transition. There are multiple critical success factors; one of the most critical is support.  Delays in response time frustrate users and patients. They also negatively affect adoption rates.  When implementing an EHR, organizations should pause to review, modify, or develop a support model, beginning with the service desk.

   EHR support requests are different than typical “help desk” calls. They are often more related to workflow and process versus solely technical. For example, a physician calls with questions about entering an order. The request is not merely technical; it is related to patient care. The EHR support staff needs to understand the physician’s screen flows and workflow. Help desk service agents need to also understand the user’s objectives and needs.

   WHITEPAPER:
   Structure Your Help Desk for EHR Support

   To learn more about how to structure your Help Desk for EHR support, ask to receive Hayes’ white paper, Service Desk: Increase adoption and leverage IT investments with a well-trained support function.

   EHR WEBINAR:
   March 1st, 2011, 10 AM PT ~ 1 PM ET

   In addition, Hayes is co-hosting a webinar on March 1st with Sharp HealthCare and Aternity: Best Practices for Optimizing Your EHR Investment. Learn more and register here.

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