Written by Scott Davidson Tuesday, 20 July 2010 06:00

You just signed the contract for your new EHR system, now you need to get everyone trained.  The vendor will provide detailed training on all of the buttons, tabs, check boxes, bells, and whistles, but how much do they really know about your specialty, your specific workflow in your practice, and your patients?  You need training for the jobs that your people do, and how they do them.  There is no “one size fits all” in patient care.

As more and more medical practices go through the process of transformation from paper to electronic medical records, the importance of customized training comes to the forefront.  A major transition like this requires preparation and commitment to effectively utilize every resource that is available.  So what do you need to know about training?

1. During the selection process, ensure you understand the amount of hours that they are giving you and whether they are on-site or remote.  Each one has its purpose, and remote training is suitable for file setup and other administrative purposes.  There is no substitute for a trainer on-site showing and navigating you through functionality as it pertains to the workflow of your practice.
2. Never take shortcuts with your training.  Budget for what you need.  Vendors will reduce the hours during the final stretch of negotiations to reduce the overall price of their quote.  Make no mistake, this is not in your best interest, and you don’t want to pay more later or do without the training that is critical to your success.
3. Don’t let the trainer drive you, you drive your trainer.  Workflow transformation is key to implementation success.  Now you should be providing your trainer with your operational workflow to ensure they are training you in a way that allows you to use your product the way you need to.
4. If your vendor offers on-line training, it is a great pre-requisite for providers and staff to have an overview of the product and it’s functionality.  This is also a great tool for new employees that come on board.  Remember, online training has its place, but it is not the optimum solution for end-user training.
5. Schedule the training in manageable segments.  Have your staff play and feel comfortable with what they have learned prior to moving to the next step.  EHR training is comprehensive and can be overwhelming.  Too much at once can cause confusion and lack of retention. 
6. Initially, only train providers and staff on what they need to know to do their jobs.  Cross training can be done after go-live, when staff is comfortable with the system.  The office manager or a designated individual should become  “super users”.  You will need at least one jack of all trades to turn to when your trainers are done and you are on your own.
7. Schedule “sand box” time.  Everyone needs a chance to play and test workflow and process prior to going live.  Learning your way around the system will be critical to keeping the stress levels down when the pressure is on.  Try to do this as much as possible after each training session and before your go-live.
8. Scanning and pre-loading in advance of go-live is hands down critical for implementation success.  Not only will it save valuable time when the patients show up, it will be good practice for the staff and the providers.
9. Post go-live training is very important.  Have your vendor or local trainers come back after you have been working on the system for a few weeks.  Write down the questions that need to be answered and ensure they are answered for the staff and providers.  This is a living process and keeping up will ensure you are using your system to its fullest, and maintaining your knowledge on new features and functionality, as they are available.
10. Don’t be afraid to make adjustments.  This is a continually evolving process, and as the technology changes, so will you.  Redesigning and consistently looking at your workflow and process will keep you efficient and allow you to optimize the use of your EHR system.

You will survive this experience.  Our clients who have transitioned always tell us they could not imagine going back.  You need to do more than survive transition, you need the system to work for you.  Beyond the training, you must encourage your staff to help each other and you will find that collectively your team is an expert in everything that is needed.

Now here’s the part that you may not want to hear.  The team has mastered their jobs so you can relax.  Not! The vendor has announced a software upgrade – new features, new workflows, which means more training.  Don’t panic, this is just fine tuning.  The bottom line is embrace change, don’t skimp on training, have a good plan, and maintain your training to stay in the forefront of technology and healthcare transformation.