SLFC EMR application playbook template

International
HealthCare

Electronic Health Records
Practice Implementation Plan

International Health Care San Jose

ePrescribe Module

Table of Contents
International Health Care San Jose Practice Profile ........................................................... 4
EHR Initiative ..................................................................................................................... 5
Project Background ......................................................................................................... 5
Project Scope .................................................................................................................. 5
Project Timeline .............................................................................................................. 5
Project Communications Materials ..................................................................................... 8
EHR ePrescribe Devices ............................................................................................... 10
Requirements List ..................................................................................................... 10
Placement Floor Plan / Drawing ............................................................................... 12
EHR Role Assignment and Access List........................................................................ 13
Project Plan Activities List ........................................................................................... 14
Master Schedule ............................................................................................................ 16
Practice Signoff ............................................................................................................. 18
Application Preparedness.................................................................................................. 19
Practice Configuration .................................................................................................. 19
Roles Assignment ......................................................................................................... 19
User Access ................................................................................................................... 19
Abstraction .................................................................................................................... 19
Application signoff ....................................................................................................... 20
Technology Preparedness ................................................................................................. 21
Survey ........................................................................................................................... 21
Installation..................................................................................................................... 22
Technology Signoff ...................................................................................................... 23
Staff Preparedness ............................................................................................................. 24
Staff training plan ......................................................................................................... 24
Staff Training Check-off List........................................................................................ 24
Go Live ............................................................................................................................. 26
Day -1............................................................................................................................ 26
Day 0 ............................................................................................................................. 27
Day +1 ........................................................................................................................... 28
Week 1 .......................................................................................................................... 29
Transition to Production ................................................................................................... 30
Project complete sign off .................................................................................................. 34

Table of Figures
Figure 1 – Map to International Health Care San Jose ....................................................... 4
Figure 2 - Vitalized EMR eP Deployment Time Pipe at International Primary care ......... 6
Figure 3 - Vitalized EMR eP inter-coordinated deployment time pipe for Group 1 .......... 7
Figure 4 - EMR equipment request for International Health Care San Jose .................... 10
Figure 5 - Practice eP Device Placement Floor Plan Drawing ......................................... 12
Figure 6 - International Primary Care Device Placement Floor plan ............................... 12
Figure 7 - Roles and Access Assignment List .................................................................. 13
Figure 8 - International Primary Care Project Plan Activities List ................................... 14
Figure 9 - Three Module Implementation Sets ................................................................. 15
Figure 10 - Master Module Set Deployment Schedule ..................................................... 16
Figure 11 - Project Launch Sign Off................................................................................. 18
Figure 12 – Application Readiness Sign Off .................................................................... 20
Figure 13 - Technology Request List................................................................................ 21
Figure 14 - Technology Acceptance Checklist ................................................................. 22
Figure 15 – Technology Readiness Sign Off .................................................................... 23
Figure 16 - ePrescribe training plan document ................................................................. 24
Figure 17 - Training Check-off List.................................................................................. 24
Figure 18 - Command and Control structure .................................................................... 27
Figure 19 - Responsibility Matrix ..................................................................................... 32
Figure 20 - ePrescribe Module Set Transition To Production documentation ................. 33
Figure 21 – Vitalized EMR ePrescribe Implementation Sign Off .................................... 34

International Health Care San JosePractice Profile

Name International Health Care San Jose

Location 123 Kincora MOB, West
100 E. Lancaster Avenue
San Jose, CA 95100
Phone 408-555-1234

Fax 408-555-4321

Back Office 408-555-9876

Physicians and staff David A. Smith, MD
Daniel Anderson, DO
Steven Fritz, MD
David A. Kemp, DO
James C. Jones, DO
Stan Lawson – OM
Practice Administrator Susan Flannery

Physician Assistant Michael Anderson

Medical Assistant Eric Anderson

Deployment Team Cynthia Fritz, Lead
Fred Smith – Trainer / Coach
Sally Smith – Trainer / Coach
CostCenter 4321

Miles 19.1

Map

Figure 1–Map to International Health Care San Jose

vEHRePrescribe Initiative

EHR Initiative

Project Background
A project to develop a deployment model leveraging the pilot experience was undertaken.
This model is the source material for the rollout of the EHR solution across the
enterprise.

The implementation of the Vitalized Electronic Practice Management (vEPM) solution
was completed in 2008 across all facilities.

Early in 2010 the pilot deployment of the Vitalized Electronic Health Records (vEHR)
solution was completed at three practices.

Project Scope
The enterprise deployment of the HER solutions is being accomplished in three phases.
Each phase is partitioned into three waves. Each wave includes a defined function of the
vEHR software.

The Scope of Phase I, Wave I, is to deploy the ePrescribe module set of the
VitalizedEHRsolution.

Wave II is to deploy Tasking, Orders & Results, and the Provider Approval Queue (PAQ)
modules. Wave II is defined in a separate project plan.

Wave III is to deploy the Point of Care (POC) modules. Wave III is defined in a separate
project plan.

Project Timeline
The project is scheduled to run for 25 days and will culminate with the successful
implementation of the ePrescribe module set in full use at the practice.

The foldout illustrates the timeline and activities required for the endeavor.

Page 5 of 34 ihcplaybooktemplate-121217134510-phpapp02.docx


These are the major events associated with the implementation of the ePrescribe module set in the vEHR application. The deployment team will coordinate these activities with
the practice administrator and staff to ensure implementation success.This time pipe in inter-coordinated with the other practices going live at the same time.

Figure 2 - vEHReP Deployment Time Pipe at International Primary care



Figure 3 - vEHRePinter-coordinated deployment time pipe for Group 1



Project Communications Materials
To facilitate the highest quality communications and expectations management, a series
of control documents have been created. They are provided as a baseline for the differing
project team members – Executive Management, Practice Administration, IT Project
Management, Desktop Management, Network Management, Operations Management,
the Help Desk teams, and the staff and management at theInternational Primary Care
Practice.

Description and
Document Owner Input Editing View Approval
Purpose
vEHRePDevice Detail the International International All All IHC
Request List equipment Primary Primary Primary
required for the Care Care Care
use of the
ePrescribe
module in the
practice.
Used to create a
purchase order for the
practice.
Staff Roles and Shows the IHC IHC All All IHC
Responsibilities people Primary Primary Primary
List responsible for Care Care Care
each process at
the practice.
Includes the
security and
access
assessment.
Used to add users and
access privileges to the
ePrescribe module set
for the practices staff.
Project Plan Details the task, IT All IT All All
and Timeline critical path,
due dates, and
assigned
resources for
each step in the
deployment of
ePrescribe.
Used to drive work and
interdependencies
between staff, IT,
vendors, and
subcontractors.
Practice Signoff for the All IT IT All IHC
Signoff start of the Primary


ePrescribe Care
deployment
project.
Document that the
project has been
reviewed and approved
by the practice.

All project materials are available any time on the SharePoint document server at
https://sharepoint.IHC.org/EHR-EP/IHC Primary Care.The deployment team will
establish user access to this important communication gateway.



EHRePrescribeDevices
Requirements List

Figure 4 - EHR equipment request for International Health Care San Jose

Flat Cart / Lab
Screen Laser Jet Data Electrical Table for
IHCSJ PC's Monitors Printer Ports Outlets PC
RX
Ptr
Label
Ptr
Vertical
Scanner
Flat Bed
Scanner
Need Need
DataPort Need DataPort
and Electric and Need DataPort Need Electric Only -
Electric only Electric and Electric Device connected to PC
Needed for EHR

Needed for EHR

Needed for EHR

Needed for EHR

Needed for EHR

Needed for EHR

Needed for EHR

Needed for EHR

Needed for EHR

Needed for EHR
Need to Order

Need to Order

Need to Order

Need to Order

Need to Order

Need to Order

Need to Order

Need to Order

Need to Order

Need to Order
Existing

Existing

Existing

Existing

Existing

Existing

Existing

Existing
Name of Room/Area or User
Check In 2 2 0 2 2 0 2 2 0 2 2 0 3 3 0 2 2 0 0 0 0 0 3 3 0 0 0 0
Check Out 1 1 0 1 1 0 1 1 0 1 1 0 2 2 0 1 1 0 0 0 0 0 0 0 0 0 0 0
Telephone Room 3 3 0 3 3 0 0 0 0 3 3 0 3 3 0 3 3 0 0 0 0 0 0 0 0 0 0 0
Billing/Phone Area 2 2 0 2 2 0 0 0 0 2 2 0 2 2 0 2 2 0 0 0 0 0 0 0 0 0 0 0
Managers Office 1 1 0 1 1 0 1 1 0 1 1 0 2 2 0 1 1 0 0 0 0 0 0 0 0 0 0 0
Medical Records 1 1 0 0 1 1 0 0 0 1 1 0 4 3 1 1 1 0 0 0 0 0 0 0 0 1 1 0
Physicians Office 8 5 3 7 5 2 2 3 1 5 5 0 5 5 0 5 5 0 0 0 0 0 0 0 0 0 0 0
Lab 0 1 1 0 1 1 1 1 0 2 1 1 4 3 1 1 1 0 0 0 1 1 0 0 0 0 0 0
Nurse's Station 5 5 0 5 5 0 1 1 0 6 5 1 6 6 0 5 5 0 2 2 0 0 0 0 0 0 0 0
Pod Area 1 1 0 1 1 0 0 0 0 1 1 0 1 1 0 1 1 0 0 0 0 0 0 0 0 0 0 0
Hallway StandUp Desk 0 1 1 0 1 1 0 0 0 1 0 1 1 1 0 1 1 0 0 0 0 0 0 0 0 0 0 0
Exam 1 not used now 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0



Flat Cart / Lab
Screen Laser Jet Data Electrical Table for
IHCSJ PC's Monitors Printer Ports Outlets PC
RX
Ptr
Label
Ptr
Vertical
Scanner
Flat Bed
Scanner
Need Need
DataPort Need DataPort
and Electric and Need DataPort Need Electric Only -
Electric only Electric and Electric Device connected to PC

Needed for EHR

Needed for EHR

Needed for EHR

Needed for EHR

Needed for EHR

Needed for EHR

Needed for EHR

Needed for EHR

Needed for EHR

Needed for EHR
Need to Order

Need to Order

Need to Order

Need to Order

Need to Order

Need to Order

Need to Order

Need to Order

Need to Order

Need to Order
Existing

Existing

Existing

Existing

Existing

Existing

Existing

Existing
Exam 2,3,4,6 (a) 0 4 4 0 4 4 0 0 0 4 4 0 4 0 4 4 4 0 0 0 0 0 0 0 0 0 0 0
Exam 5 (b) 0 1 1 0 1 1 0 0 0 1 0 1 1 0 1 1 0 1 0 0 0 0 0 0 0 0 0 0
Exam7,9,10,11,12,13,14,15 0 8 8 0 8 8 0 0 0 8 0 8 8 0 8 8 0 8 0 0 0 0 0 0 0 0 0 0
Empty physician office 0 1 1 0 1 1 0 0 0 1 1 0 2 2 0 1 1 0 0 0 0 0 0 0 0 1 0 1
Exam 8 0 1 1 0 1 1 0 0 0 1 0 1 1 0 1 1 0 1 0 0 0 0 0 0 0 0 0 0
1 1 1 1 1
Totals 4 6 1 3 6 0 2 1 0 1



Placement Floor Plan / Drawing

Figure 5 - Practice eP Device Placement Floor Plan Drawing

Figure 6 - IHC Primary CareDevice Placement Floor plan



EHR Role Assignment and Access List

Figure 7 - Roles and Access Assignment List

Sorian Remote
Name Role vEHRLogin Login Access
David Cohen, MD Physicians or Mid Level Providers
David Targan, DO Physicians or Mid Level Providers
James Solava, DO Physicians or Mid Level Providers
Daniel Lazowick, DO Physicians or Mid Level Providers
William Schetman, MD Physicians or Mid Level Providers
Michelle Weir Clinical Staff
Catherine Bodkin Clinical Staff
Jennifer Janusziewicz Clinical Staff
Frances Grace Lodise Clinical Staff
Kathryn Spellman Clinical Staff
Thomas Herrity Clerical Staff
JacylnSioutis Clerical Staff
Sheila Bryant-Destine Clerical Staff
Melanie Rae Caruso Clerical Staff
Jennifer Lord Clerical Staff
Danya Newton Clerical Staff
Evellin Rosa Clerical Staff
Jean Sweeney Clerical Staff
Sylvia Thompkins Clerical Staff
Stephanie Lawson Clerical Staff

The deployment team will pre-populate this list with normal role assignments. If changes
are requested they will be edited prior to configuration of the ePrescribe module set.
Changes can be made at any time using standard request documentation.



Project Plan Activities List

Figure 8 - IHC Primary CareProject Plan Activities List

The deployment team is responsible for maintaining the project plans timeline. IHC
Primary Care is responsible for providing key information about devices
requirements/placement, staff roles/access, and workflow knowledge. The Practice
Administrator will work interactively with the deployment team to keep the rollout on
schedule.


The ePrescribe module set is the first of three sets of modules to be deployed. The second
module set includes Tasking, Orders & Results, plus Physician Approval Queue (PAQ).
The third module set is Point of Care (POC).

ePrescribe

Group One 1
} Three
Week
Offset

Task, } One
Week
Offset
O&R, PAQ
Group Two 1 POC
Group One 1
Group Three 2 Group One 1
Group Three 2
Group Four 2 Group Three 2
Group Four 2
Group Five 3 Group Four 2
Group Five 3
Group Six 3 Group Five 3
Group Six 3
Group Six 3
Group Two 1
Group Two 1
Figure 9 - Three Module Implementation Sets

The start of the ePrescribe module deployment is July 22, 2010. The second module set is
scheduled to begin three weeks later on August 12th, 2010. The third module set is
scheduled to begin one week later on August 19th, 2010.

Each implementation team (shown is grey numbers to the right of each group) be
responsible for the deployment activities for the same practices, for all module sets. This
leverages a deeper understanding of the specific workflow and operating details of the
practice and its staff. Team one will be responsible for groups one and two. Team two will
be responsible for groups three and four. Team three will be responsible for groups five
and six.

Due to the complexity of the development of templates for the Cardiology practices, they
are placed at the bottom of the second and third module sets to provide for adequate time
for development.



Master Schedule

Figure 10 - Master Module Set Deployment Schedule

** Tasking, Orders &
Results, Physician

*** Point of Care
Approval Queue
Group Number

Team Number

* ePrescribe
Group Step
Sequence

Practice

1 1 1.1 1 IHC Primary Care 330 7/22 8/12 8/19

2 1 1.2 1 IHC Physicians – Internal Medicine & Geriatrics 7/22 8/12 8/19
– San Jose 467
3 1 1.3 1 IHCSan Jose 904 7/22 8/12 8/19

4 2 2.1 1 IHC Cardiothoracic Surgeons **** 8/5 10/21 10/28

5 2 2.2 1 IHC Cardiology - Arrhythmia Consultants 556 **** 8/5 10/21 10/28

6 2 2.3 1 IHC Interventional Cardiology **** 8/5 10/21 10/28

7 2 2.4 1 IHC Cardiovascular Group 356 **** 8/5 10/21 10/28



10 3 3.1 2 Ashby, Klinzing& Sharma BMH MOB 8/19 8/26 9/2

11 3 3.2 2 Ashby, Klinzing& Sharma Quad 8/19 8/26 9/2

12 3 3.3 2 Malcolm S., MD 425 8/19 8/26 9/2

13 3 3.4 2 Internal Medicine Associates of San Francisco 8/19 8/26 9/2
County 3001-C
14 3 3.5 2 IHC Family Medicine 121 8/19 8/26 9/2

15 3 3.6 2 Internal Medicine Associates of San Francisco 8/19 8/26 9/2
County
16 3 3.7 2 Rid Primary Care CPC 8/19 8/26 9/2

17 3 3.8 2 Internal Medicine Associates of County 8/19 8/26 9/2

18 4 4.1 2 Upper Family Medicine IHC 9/2 9/9 9/16

19 4 4.2 2 Upper Pediatrics IHC 9/2 9/9 9/16



** Tasking, Orders &
Results, Physician

*** Point of Care
Approval Queue
Group Number

Team Number

* ePrescribe
Group Step
Sequence

Practice

20 4 4.3 2 Valley Family Medicine 491 9/2 9/9 9/16

21 4 4.4 2 IHC Physicians – Internal Medicine & Geriatrics 9/2 9/9 9/16

22 5 5.1 3 Nansteel& Morris Associates 304 9/16 9/23 9/30

23 5 5.2 3 Nansteel& Morris Associates IHC 9/16 9/23 9/30

24 5 5.3 3 Newtown Family Medicine 5048 9/16 9/23 9/30

25 5 5.4 3 OB/GYN Associates – Westtown 9/16 9/23 9/30

26 6 6.1 3 OB/GYN Associates 3106 9/30 10/7 10/14

27 6 6.2 3 OB/GYN Associates MLHC 9/30 10/7 10/14

28 6 6.3 3 Pediatric Associates 3403 9/30 10/7 10/14

29 6 6.4 3 Vascular Surgery 3308 9/30 10/7 10/14

Note:

*Group rollout begins once every 10 days
** Gap between module set 1 and 2 is 21 days
*** Gap between module set 2 and 3 is 7 days.
**** Moved to group 6 for module sets 2 and 3.



Practice Signoff
The deployment team lead will need a signoff from the practice management accepting
the scope of the initiative - vEHRePrescribe module implementation, and that the task
assignments have been communicated and acceptable.

The signoff takes the form of an email. Immediately following the successful completion
of the project launch meeting and supporting documentation, the practice and appropriate
stakeholders will receive asignoff email communiqué. Acceptance of the signoff email is
the practices granting the deployment team permission to proceed.

Figure 11 - Project Launch Sign Off



Application Preparedness
This chapter details the work required to get the application ready for the IHC Primary
Care practice. Most of this work is the responsibility of the IT department in general, and
the Application Group specifically.

Practice Configuration
An enterprise model for the practice site, department, coding,

Roles Assignment
An enterprise model for role definition and the module / feature access lists.

User Access
Configuration details for adding roles, users, and

Abstraction
The data abstraction activities and tasks.


Application signoff
The Deployment Team Lead will need a signoff from the Application Group detailing the
applications readiness for the IHC Primary Carepractice.

of the application preparedness completion the Application Group and appropriate
stakeholders will receive a signoff email communiqué. Acceptance indicates that the
tasks have been completed.

Figure 12–Application Readiness Sign Off



Technology Preparedness
Survey

All technology requests need to be verified by a site visit of all appropriate parties.

Cart / Table for PC

Lab Label Printer
Electrical Outlets

Flat Bed Scanner
Vertical Scanner
Laser Printer

RX Printer
Data Ports
Monitor
PC
IHC

Check In 0 0 0 0 0 0 0 0 0 0
Check Out 0 0 0 0 0 0 0 0 0 0
Telephone Room 0 0 0 0 0 0 0 0 0 0
Billing/Phone Area 0 0 0 0 0 0 0 0 0 0
Managers Office 0 0 0 0 0 0 0 0 0 0
Medical Records 0 1 0 0 1 0 0 0 0 0
Physicians Office 3 2 1 0 0 0 0 0 0 0
Lab 1 1 0 1 1 0 0 1 0 0
Nurse's Stration 0 0 0 1 0 0 2 0 0 0
Pod Area 0 0 0 0 0 0 0 0 0 0
Hallway Stand Up Desk 1 1 0 1 0 0 0 0 0 0
Exam 1 not used now 0 0 0 0 0 0 0 0 0 0
Exam 2,3,4,6 (a) 4 4 0 0 4 0 0 0 0 0
Exam 5 (b) 1 1 0 1 1 1 0 0 0 0
Exam7,9,10,11,12,13,14,15 8 8 0 8 8 8 0 0 0 0
Empty physician office 1 1 0 0 0 0 0 0 0 1
Exam 8 1 1 0 1 1 1 0 0 0 0
Totals 14 16 1 13 16 10 2 1 0 1
Figure 13 - Technology Request List



Installation

As the technologies are review and approved they will be checked off from this list.

Cart / Table for PC

Lab Label Printer
Electrical Outlets

Flat Bed Scanner
Vertical Scanner
Laser Printer

RX Printer
Data Ports
Monitor
PC
IHC

Check In
Check Out
Telephone Room
Billing/Phone Area
Managers Office
Medical Records
Physicians Office
Lab
Nurse's Station
Pod Area
Hallway Stand Up Desk
Exam 1 not used now
Exam 2,3,4,6 (a)
Exam 5 (b)
Exam 7, 9,10,11,12,13,14,15
Empty physician office
Exam 8
Figure 14 - Technology Acceptance Checklist



Technology Signoff
The Deployment Team Lead will need a signoff from the following groups – Technology
(Desktop & LAN), Practice Administration, and Office Management, detailing the
technologies readiness for the ePrescribe module set at the IHC Primary Care practice.

of the technology preparedness and the appropriate stakeholders will receive a signoff
email communiqué. Acceptance indicates that the tasks have been completed.

Figure 15 – Technology Readiness Sign Off



Staff Preparedness

Staff training plan

A training plan has been established to provide for the proper skills assessment and
knowledge transfer to each ePrescribe user. The Practice administrators and office
managers should collaborate to enroll all practice staff in this mandatory training class.
Supplemental tutoring and coaching is available prior to the go-live upon request.

Figure 16 - ePrescribe training plan document

There are three stages of training for the ePrescribe module.

1. Training system setup and access setup
2. Classroom training on the features and functions of the ePrescribe module set
3. One-on-One tutoring and refresher prior to the go-live.

Based on the staff role assignments, each practice employee will be given access to the
training systems. The state of the data base will be reset to a base condition. The
curricula will be distributed electronically and in hard copy. Everybody is encouraged to
visit the site, log in, navigate through the screens and functions, and complete as many
transactions as possible. End of Day transactions should be exercised as well.

The training materials should be studied in advance and questions compiled as the
materials are being reviewed. The FAQ ledger should be studied.

All training will take place in a classroom. For those facilities that are located a
considerable distance from the IT general office, a suitable remote classroom may be
established. The deployment lead or practice administrator will notify you of the location
of the classroom.

Training is mandatory and strict. Please attend all classes you are requested to, and arrive
ready as the start time indicates. Cell phone, pager, and laptops are permissible but all
efforts should be made to keep distributions to a minimum. The knowledge obtained
here is key to the success of the rollout.

The ePrescribe module set is a ½ day (4 hour) class.

Staff Training Check-off List

Figure 17 - Training Check-off List



Feature 1

Feature 2

Feature 3

Feature 4

Feature 5

Feature 6

Feature 7

Feature 8

Feature 9

Feature 10

Feature 11

Feature 12

Feature 13

Feature 14

Feature 15
Name
David Cohen, MD
David Targan, DO
James Solava, DO
Daniel Lazowick, DO
William Schetman, MD
Michelle Weir
Catherine Bodkin
Jennifer Janusziewicz
Frances Grace Lodise
Kathryn Spellman
Thomas Herrity
JacylnSioutis
Sheila Bryant-Destine
Melanie Rae Caruso
Jennifer Lord
Danya Newton
Evellin Rosa
Jean Sweeney
Sylvia Thompkins
Stephanie Lawson

Remote Access Service training of key practice members will be scheduled and
conducted one-on-one. Please ask the deployment leader or the practice administrator for
classrooms and times.



Go Live

Day -1
The day prior to the go-live, the deployment team and practice administrator will visit the
practice site for a run through.

The technology will be reviewed to ensure all workstations, printers, and scanners are
performing to specification. The application module set will be exercised to ensure that it
is available to the site. The user community will log in, navigate to the appropriate
ePrescribe screens and functions depending on the users role and access configuration.

A final go, no go decision is required to proceed. If all systems are go, the application
will proceed to go the next day. If there are issues that would prevent a go-live, the
deployment team will review the corrective actions and advise the stakeholders on steps
required to neutralize the obstacle.

Initials Deployment Practice Office Technology Operations
Lead Administrator Manager Management Management
Go
No Go
Notes:


Day 0
Command and Control

The on-site team is comprised of the project lead and two application coaches. They will
coordinate all go live activities with the Practice Administrator and Office Manager.

Figure 18 - Command and Control structure

The physician and support staff are pivotal to the success of the implementation of the
ePrescribe module set. In-office operations are the primary focus of the go-live. All staff
will have sign-on identification, password assignments, and permission to access the
required functions within the ePrescribe module set.

The off site team is comprised of the helpdesk as well as key technology contributors -
Desktop support, Local Area Network support, Wide Area Network support, and Data
Center support. To keep corrective time to its bare minimum, the helpdesk will be
instructed to collect issue information and immediately dispatch it to the on-site team
members for resolution.


Day +1
The day after the go live is structured the same as the go-live days from a coverage point
of view. If all goes according to plan on day 0, some of the on-site personal may be
recalled to the IT office.

Response time to issues will remain at its highest level.

Performance monitoring of the technology landscape will be done at the IT office. The
performance of the Local Area Network, Wide Area Network, Application Server(S),
Data Base systems, and storage performance will continue through the go live week.
Statistics on capacity and performance will be review daily to avert user response
problems. Metrics will be provided to the IT and ASP groups to reinforce quality
objectives.

End of Day debriefings will review the day’s transactions, workflow review, and
refinements needed to meet quality objectives. Best practice business process review will
be documented and added to the projects archives.


Week 1
The operations of the ePrescribe module set will continue for the remainder of the week.
Documentation will be compiled to transition the support of the module to the sustaining
support group.

Recommendations on Help Desk knowledge transfer will be documented and review with
Help Desk team members and management. Ticket triaging scripts will be developed and
provided to the call center personal. The information collection and knowledge transfer
documentation will follow the enclosed questioning guidelines.

1. Issue encountered by user.
2. Application the user is running
3. Function the user is running
4. Is the system slow, or not working at all
5. Specific actions being taken (save, exit, tab, enter, etc.)
6. Specific patient or transaction being worked on
7. Specific computer being worked on
8. Specific document being printed or reviewed
9. Is the transaction missing data or contains invalid data
10. Has user tried to perform this function on other computers
11. Have other users experiences this issue
12. When did this issue arise – Has it been misbehaving all day

The formal turnover from the project team to the sustaining support team will close the
project.

The expected service levels of the practice will be documented by the deployment team
and IT management.



Transition to Production
Once the module implementation stabilizes, it is transferred to the sustaining support
teams within the organization, and at the application service provider – Siemens. The
knowledge of how to take helpdesk calls, add new staff, and diagnose operating issues
with the solution is embodied in the Transition To Productions (TTP) documentation.

The sustaining support of the ePrescribe module set is one of many information
technologies utilized at the Practice. The responsibility matrix provides a coverage map
for each component or process.

IS EHR Application Analyst

IT Storage Mgmt. Team
IS Ambulatory Team
International Health

IT Security Admin.
IT Desktop Team

Vitalized EHR
IT Site Mgmt.
IS DBA Team

IT Intel Team

IT HL7 Team
Help Desk

Category Task

Problem Report X X
First Call Resolution (password
reset, Account unlocks) X
Printer Setup: (printer must be set
for each form)
Individual Forms X
Print Server X
Install Physical printer X
Activate printer X
Application Errors:
Base X X
Problems X X
RX+ X X
Allergies X X
Note X X
Vitals X X
Task X X
Dictate X X
Charge X X
Order X X
Personal Computer Errors X
Application Administration
Creation/Support of templates X
Support of libraries/dictionaries X




IS Ambulatory Team

IT Security Admin.
IT Desktop Team

Vitalized EHR
IT Site Mgmt.
IS DBA Team

IT Intel Team

IT HL7 Team
Help Desk
Category Task

Server Support
Monitor Production Database
Backups X X
Monitor Data Storage Consumption X X
Monitor Failover Servers X
Monitor All server performance X
Interface Monitoring & Support
Reg/Sched inbound to EHR X X X
Dictionary XML inbound to EHR X X X
Cerner Lab Results inbound to EHR X X X
Cerner Lab Orders outbound from
EHR X X X
IDXRad Results outbound to EHR X X X
IDXRad Orders outbound from EHR X X X
MedQuist (Hospital Documentation)
dictation outbound from EHR X X X
MedQuist (Hospital Documentation)
transcription inbound to EHR X X X
Charges outbound from EHR X X X
Middleware Engine X
Monitor Registration Interface Logs X
Monitor Scheduling Interface Logs X
Monitor Transcription Interface Logs X
Monitor IDXRad Interface Logs X
Monitor RX Fax Logs X
Database Support X
Security
Provisioning X
Password Resets, Account Unlocks X
Impac MD User Setup X X
Maintain Security
Classifications/Groups X
Vitalized Contact
Reporting Issues X X
Production Support X X
Training X
Creation/Maintenance of Customer X




IS Ambulatory Team

IT Security Admin.
IT Desktop Team

Vitalized EHR
IT Site Mgmt.
IS DBA Team

IT Intel Team

IT HL7 Team
Help Desk
Category Task

System Downtime Procedures
Training Environment
Maintenance
Coordination with Sites/Orgs X
Wipe clean/recreate X X
Testing Environment Maintenance
Coordination with Sites/Orgs X
Wipe clean/recreate X X
Changes to production
environment
Coordinate with IT and provide
change details X
Open change mgmt ticket X X X X X X X X
Coordinate change with vendor &
Customers X X X X X X X X
Testing signoff X
Application Upgrade
Testing X
Scheduling with vendor and IS X
Change Management X
Project Mgmt (If needed) X
Figure 19 - Responsibility Matrix


The documentation covers the following topics:

1. Top ten support issues of the user community
2. Interface technologies that transport data in and out of the ePrescribe module
3. Administrative and maintenance instructions – Staff, department, site, coding, etc
4. Infrastructure monitoring – diagnostics
5. Shutdown and startup procedures and sequencing
6. Manual and automatic periodic batch processing
7. Applications availability schedule
8. Error Log monitoring and corrective action procedures
9. Responsibility Support Matrix

Figure 20 - ePrescribe Module Set Transition To Production documentation



Project complete sign off
The Deployment Team Lead will need a signoff from all groups for the ePrescribe
module set at the IHC Primary Care practice.

of the implementation and the appropriate stakeholders will receive a signoff email
communiqué. Acceptance indicates that the tasks have been completed.

Figure 21 – vEHRePrescribe Implementation Sign Off


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