Wednesday, May 16, 2007

Week 2 Day 3 - Mucky Muck Visit 1

The Director of Training from the vendor came to visit us today and observe the classes. For whatever reason - I found myself to be INCREDIBLY nervous.

Didn't help that the morning classes were as slow as molasses. One person here, two there... The only classes that were hopping were the specialty classes for the administrators.

Things started picking up around 10:00am. The advanced provider classes started to get crowded and we had more takers for Basics. The CEO sending an "attend training or else" e-mail helped traffic. Still few takers for the advanced staff training - so I think I am going to turn that classroom into a Workshop room for the final 2 training days.

The Director of Training was very impressed with what she saw.

I really like the way you focused on the workflow for each of the individual groups. And how you only showed them what you absolutely need to know.

My first reaction (fortunately, not said aloud) - no duh. Why would you train something like this any other way?

But from a vendor perspective - they have to consider a wide range of audiences with varying workflows.

Here is the problem with the traditional vendor application training approach with the current upgrade: there are so many ways to customize this new electronic medical record that there is no way to make sense of this beast unless they take that individual site's workflows into account. If you have a classroom with multiple sites represented and mulitple workflows, all you are going to do is confuse everyone. From our hard experience, the system doesn't make much sense to a newbie until you have at least a baseline configuration to work with that comes close to mimicking something familiar.

My recommendations to the training director:

- Ditch the "scheduled" project team training where you have multiple folks from all over attend one "standard" training and make project team training an integral part of the sale and upgrade packages. This will allow you to really focus on what the customer does.

- Set up some standard modules based on some "common" workflow models. Example: Module 1) Refills entered by staff and authorized by provider. Module 2)Refills entered by staff and authorized by physician assistant - reassigned to the provider if there is a variable out of protocol. Module 3) Refills entered by Physician Assistant or Provider. Most sites will use at least 1 of these flows. Those modules can then be mixed and matched to more closely reflect the workflow of the practice they are training.

- Since you will have a mixed audience of IT folks and clinical folks - show the end-user interaction AND how to set that example up. This will show the IT folks what the end-user has to do and give the clinical folks some understanding of the various options available to help them make a decision about how to configure the system to optimize their processes.

The client is looking for concrete examples of how the system can be used in "real life." They frankly aren't interested in how to push all of the buttons and the 15 different ways to perform a task. This is where so much software training really falls flat.

Show me the 1 best way to do something, how to avoid any pain, and I will be a happy camper.

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