CCT Solutions has worked with a number of institutions in the United States. These experiences have provided us with a number of valuable insights into the overall implementation program. CCT strongly recommends a meeting after every step of the implementation program to review lessons learned. The following are some challenges we have worked with various hospitals to overcome:
Challenge 1
Users with different computer skill levels in the same classrooms. This is an issue because one person who is uncomfortable using a mouse or clicking through screens will bring the class to a very slow pace and the other more advanced users will suffer. Conversely, the user with the low computer skills may not make this known, and pretend that everything is fine, when in fact, they are not following the class at all, and are not learning the material. We have three solutions to this problem. Each solution can be used alone, or a combination of the solutions may be implemented.
- Solution 1
Identify people who are unfamiliar with the computer and give them an intro class. This solution guarantees a basic level of computer skills for all users entering the classes; however, it is time-consuming, and expensive. - Outcome 1
This is the ideal solution and in situations where we have held intro to PC classes, the overall classroom experience has been richer and the user groups have picked up the new software faster. - Solution 2
When it has been infeasible to hold intro classes, or as a service alongside intro classes, we have had instructors go to the units during the classroom phase of the implementation and show new computer users various "Mousercises". This way, users with basic computer skills can practice at home before taking their class. - Outcome 2
This solution definitely helps classes run smoother. If a user is uncomfortable using the mouse, the entire class suffers. When all of the students at least feel comfortable using a mouse, then the pace of the class will be faster, and the focus will be on the software, instead of on the hardware. - Solution 3
When an institution is aware that they have a number of people that may not be comfortable on the computer, but intro to PC classes are infeasible, we have designed several of the classes as "geared towards the new computer user". - Outcome 3
We attempt as much as possible to train people with low computer skills together, so that the entire class is moving at the same pace. This also helps eliminate some of the fear that new users have for the computer itself, and gives them the confidence they need to tackle the software.
Challenge 2
Busy Doctors without enough time for a whole class.
- Solution 1
We have set up demo-stations in the physician lounges. - Outcome 1
The physicians are at least able to familiarize themselves with the software. If they see that they need more help, but still do not have time to attend a scheduled class, we can provide two further options.
Provide one-on-one classes to special users identified by the hospital (usually the busiest physicians) at a convenient time and place.
Provide special support to these physicians during the go-live in the form of a trainer to shadow the physician on his/her rounds during the first days of go-live.
Challenge 3
Low class attendance at beginning of schedule and heavy class attendance at end of schedule.
- Solution 1
This situation is quite common, but several solutions are available. The hospital should be monitoring actual class completion rates against their original forecasts. To boost attendance to earlier classes, raffles have been successful. Raffle off an I-pod during the first week of classes to boost attendance early on. The hospital can also contact departments that are having low attendance rates, to ensure that there isn’t specific resistance in that department that needs to be addressed. Finally, CCT can also provide additional classes closer to the go-live or even during the first day or two of go-live to accommodate the overflow of students. - Outcome 1
Using these various strategies, we have always been able to ensure that there are enough seats available to accommodate everyone. The key to ensuring this is monitoring attendance rates early on in the classroom training section of the implementation, and being realistic when forecasting attendance rates (taking into account that people get sick and have emergencies that prevent them from attending class).
Challenge 4
People forget material between classes and go live.
- Solution 1
We can send instructors to the units of the hospital during the week before go live to say hello, introduce themselves, and ask how people are feeling about the upcoming go-live. During these visits, the instructors can also encourage people to log on, practice creating a user list, or perform other operations that proved tricky during the classroom training. - Outcome 1
If people have at least looked at the software during the week before go-live, they are more comfortable during the crucial first 48 hours of go live. It also highlights any problem areas before go live that may need to be addressed (e.g. someone might need to sit in on another class, etc.)