Information Services
2019 YEAR IN REVIEW
Table of Contents Executive Summary ............................................ 1
Technology
Professional Development
Application Rationalization .......................... 57
WISE .................................................................... 3
Analytics Enterprise Information ....................................... 6 Epic Business Intelligence ................................. 8 Population Health Interoperability ................... 10
Business Systems IS Business Systems ........................................ 13
Clinical Systems Access ............................................................... 16 Clinical Documentation & Stork ...................... 18 Cupid/Lumens ................................................... 20 Data Governance .............................................. 22 Epic Academy Support ..................................... 24 Epic Beacon ...................................................... 30 EpicCare Lab ..................................................... 31 Grand Central .................................................... 32 IS Partnerships & Implementation ................... 34 IS Training ......................................................... 36 Imaging IS, Radiant, Imaging ........................... 39 Optime and Anesthesia .................................... 40 Orders ................................................................ 42 Patient Experience ............................................ 44 Resolute Billing ................................................ 46 Pharmacy Automation ...................................... 48 Epic Willow Ambulatory ................................... 49 Willow Inpatient ................................................ 50
Corporate Core Business Systems ................................... 52
Digital Consumer Experience Salesforce ......................................................... 55
ADIDM ........................................................... 58 Data Integration Team .................................. 60 Desktop Architecture ................................... 62 Cabling Services ........................................... 64 Disaster Recovery ........................................ 65 Epic Client Systems ..................................... 66 IS Asset Management ................................... 68 IS Field Tech Services .................................. 70 IS Data Center ............................................... 71 IS North Security .......................................... 72 IS PMO ........................................................... 73 IS Provisioning ............................................. 74 IS Tech Deployment ..................................... 76 Network Development .................................. 78 Platforms Development ................................ 80 Platforms Servers ......................................... 81 Network Operations Center ......................... 82 IS Security ..................................................... 83 Is Service Desk ............................................. 84 Storage/DPS .................................................. 86 User Experience SD & XT ............................ 88
Success Stories Cadence: Shreveport/Monroe Hospital Appointment Import ................... 91 VMware Cloud on AWS (VDI) ....................... 92 Re-platform - EPIC Cache ............................ 93 Electronic Consenting for Anesthesia: A Pilot Project ....................... 94 Service Chat for HR Solution Center ........... 96 Howard Cart Replacement Program ............ 97 IS Asset Management ................................... 98 Learning Home Dashboards ........................ 99 Microsoft News on Ochweb ....................... 100 Cache re-platform to ECP .......................... 101 The Training Arcade ................................... 102
Executive Summary Ochsner Information Services: 2019 It was another stellar year for Information Services Division in serving the Ochsner community. The division met its uptime goal for 2019 of 99.90% uptime for our most critical systems which means that clinicians and non-clinicians alike can rely us for their work. The work put into this allows us to focus on innovation and gives a strong reputation to our community that we are a leading resource for technical solutions that allow them to see more patients. The effort we put in to understand, reduce, and prevent major system disruptions is a big win for the IS department our partners and our communities. Below are some of the highlights for this year. Thank you all who contributed to such a rewarding 2019! •
IS Professional Development Week – WISE Week – 287 Participants
Analytics • • •
Established the Enterprise Information Team Business Intelligence team completed 1,284 analytics requests and closed 671 incidents Population Health and Interoperability completed the utilization of healthy planet link for our External ACO partners including Tableau Dashboard capabilities.
Business Systems •
Completed 2,434 incidents and requests. They now support and own 238 business applications
Clinical Systems • Imported 61,000 appointments for Shreveport and Monroe Go Live. • Beacon team created 84 new research protocols • Clin Doc and Stork team reviewed 4,200+ clinical enhancement requests • Cupid application if officially in the optimization phase • Data Governance team officially moved to IS • Epic Academy completed 2,482 one on ones • EpicCare Lab prevented over 18,000 potential duplicate lab orders, saving over $300,000 • Grand Central’s Patient Flow Center named Clinical Project of the Year • Imaging IS & Radiant teams completed phase 1 of enterprise imaging (Vital) implementation, including conversion to Epic driven workflow • Implementation team managed the expansion of Epic system in 2 new regions – North Louisiana and Lake Charles • IS Training team trained 8,278 students and conducted 2,986 classes • Anesthesia team optimized the P-Note with an effect of 25% increase of revenue system-wide • 467 order sets across 33 specialties were reviewed by the Orders team • Ochsner is the first organization to go live with MyChart Care Companion • 121,791 estimates finalized in Epic • 6 new Ochsner Retail pharmacy locations Core Business Systems • Deployed the Core Business Systems to Ochsner LSU Shreveport • Completed 1,998 service requests and 993 incidents. Digital Consumer Experience • Salesforce team implemented executive health with 78 corporate clients. Technology • ADIDM team • Application Rationalization completed Phase 1 of comprehensive legacy data management plan • Cabling services resolved 165 incidents and 1,239 requests • Data integration manages 559 production interfaces • Desktop Architecture team provisioned 21,230 users • Completed three successful disaster recovery drills and four net new non-Epic applications. • Epic Client Systems manages 162 Epic servers • Field Tech Services completed 72,295 tickets • Asset managed 8.3 Million Computer Store • Data Center resolved cooling issues in over 30 communications closets • IS North Security completed 1,410 tickets • PMO managed 783 projects through PWA • Provisioning created 11,850 new hires for access • IS Security reduced identified risks by 66% • IS Tech deployment managed 67 builds, expansions, and moves • Network development manages data center co-location – Baton Rouge/Shreveport • Platforms combined mMoved our Tier 1 “A” side apps to Baton Rouge • Platform Servers built 454 virtual servers • Service Desk answered 164,768 calls with an improved 1st call resolution to over 70% • User Experience team won eHealthcare Silver Award – Best Intranet 2019
1
Professional Development
2
3
Analytics
4
5
Enterprise Information: 2019 THE NUMBERS •
•
•
•
Created 3 ACE New Hire Onboarding Documents to assist in more standard onboarding of our new hires Assisted Revenue Cycle in sunsetting/organizing the usage of 8 vendor software Created 4 templates for standard documentation processes for tasks such as new software, software upgrades, software maintenance, and software management Created 2 new project tracking tools – Sprint Tracker and Abstract Tracker
THE PROJECTS •
•
•
Sprint Tracking Tool – for our developers to better track their project sprints and better individual productivity transparency Analytics Internal Discussion Board – to allow for better collaboration with the entire team including Pivot Point consultants and those team members who are remote Abstract Tracking Tool (Analytics Quick Reference Guide) – this is the first phase of collecting the data of ALL new/modified report/dashboard build in both Epic and Tableau to be able to move forward with standardizing
THE ACCOMPLISHMENTS • •
•
•
Established a brand-new team in September 2019 Successfully collaborated with all analytics teams to establish opportunities for improvement in both New Hire Onboarding and the Request In Take Process Worked to establish a better process for communicating with our partner sites that have their own onsite analytics support teams Successfully educated our Pivot Point consultants to have them included in updating documentation on our Abstract Tracker, as well as, leveraging their expert knowledge by giving them access to our Internal Discussion Board
Tool Repository Created – Abstract Tracker (Analytics Quick Reference Guide) – Phase 1 Complete Sprint Tracking Tool – Phase 1 Complete ACE New Hire Onboarding Documents – Phase 1 Complete
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Enterprise Information: 2019 TEAMBUILDING & EMPLOYEE ENGAGEMENT
EIM Team and Their Favorite Pets, People, and Past Times! We are a new team – established September 2019.
7
Epic Business Intelligence: 2019 THE NUMBERS
THE PROJECTS
• Completed 1284 Analytics requests which included net new and modification of reports, Dashboards and one-time data pulls for the system
• Partnered with the Enterprise Information Team on SharePoint tools such as the Report/Dashboard Database, Analytics Internal Discussion Board and Epic Project Tracking Tool
• Closed out 671 Incidents • Provided onsite and remote support for 3 major hospital/clinic go-lives • The Epic BI Team expanded in size as eight new analysts were onboarded to the team
• Epic Readmission & Sepsis Predictive Learning tools • Care Pathways system initiative • PFC North (Shreveport & Monroe Hospitals) analytics build
THE ACCOMPLISHMENTS • Established new roles & positions on the Epic Business Intelligence Team – including the creation of a 2nd Supervisor and a Business Analyst for triaging of analytics requests • Taught our first WISE week class – Epic Reporting Basics • Worked to establish a better process for communicating with the Partners that have their own onsite analytics support teams • Collaborated with Grand Central on the system initiative, Patient Flow Center, which won Project of the Year • Streamlined and improved documentation for the Epic Analytics Catalog
8
Epic Business Intelligence: 2019 TEAMBUILDING & EMPLOYEE ENGAGEMENT
We had babies!
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Population Health & Interoperability: 2019 THE NUMBERS • 480 Total Incidents Closed • 310 Total Requests Closed • 6,189 CMS Discharge Planning EAFs Imported • 48,422 Patients with SDOH Questions Populated • 138 Roster Management Runs • 2,675,826 Roster Lines Processed • 4.75 Employee Engagement Score
THE PROJECTS • Inpatient Case Management Discharge Planning Dashboard • Outpatient Case Management Optimization • Optimization of Proactive Ochsner Encounters workflow • Proactive Ochsner Encounters Dashboard / Primary Care Missed Opportunity Dashboard • Happy Together Mapping
THE ACCOMPLISHMENTS • Proactive Ochsner Encounters: Expanded the program to Kenner, West Bank, St. Anne and Jefferson Highway • Utilization of Healthy Planet Link for our External ACO Partners including Tableau Dashboard capabilities • Flat File to DXR Implementation with two EMR Feeds (2nd Epic Organization to implement)
• Care Everywhere Population Health Queries • MCIP Report Templates and Registry Implementation • Healthy Planet Link Implementation • Roster Management Statistics Dashboard • Implemented Two New Rosters • ED Navigator Workflow • MSSP Audit Support
• Implementation of Social Determinants of Health • MSSP Medical and Pharmacy Claims in Caboodle • Implemented Payer Platforms Clinical Document Exchange with Humana (one of the first organizations to implement) • Imported and Utilized External data in Metrics and Dashboards • Initial MCIP Reporting submitted by December 31 ($15 million) • Three successful go-lives for Inpatient Case Management • Supported Ochsner, Partners, and Affiliates with Meaningful Use, MIPS, and IQR Reporting
Implementation of Healthy Planet Link and integration of Family Doctors of Shreveport Data into ACO Dashboard to meet OHN end of year goal! 2019 MCIP Registry and Reporting submitted by December 31!
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Population Health & Interoperability: TEAM BUILDING & EMPLOYEE ENGAGEMENT Peds Parade!
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Business Systems
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IS Business Systems: 2019 THE NUMBERS
THE PROJECTS
• Total Number of Tickets:
• Implemented new Avigilon door access system at all existing MHM Urgent Care, West Bank Freestanding ED, St. Bernard, St. Charles, and Baptist facilities.
o (Incidents/Requests) 2434; average of 304 per analyst and increase of 77% from 2018 • Total number of projects: o 64 overall increase of 121% from 2018 • Application/Device Support: o Total number of supported applications: 238 to include 51 new applications added in 2019 o Total number of supported Martti and payment card processing devices: 380 to include 127 new devices added in 2019
THE ACCOMPLISHMENTS • Summa Pharmacy relocation to High Grove • Martti Next version upgrade • ABB Catalog integration with FlexOptical • RMS/Epic O2 integration Shreveport and Monroe • VsysOne upgrade • TMS OnSite upgrade; prior to upgrade the application was 6 releases behind • High Grove O Bar implementation • High Grove PJs implementation • Fast Pass Implementation at Jefferson Hwy and West Bank ED. • RL6 SOS Application upgrade and icon addition to desktops system wide
Shreveport/Monroe Partnership Migration from PCSC to Avigilon
• Implemented Panic alarms and security cameras at all MHM Urgent Care centers. • Data Center relocation to Baton Rouge • DFM/Nutrislice implementation at LaCombe (PACC North), Hancock, Elmwood, Shreveport and Monroe with integration to Epic O2. • Martti Expansion to Emergency Department WOWs and Urgent Care Centers • Desigo implementation at Kenner and LaCombe (PACC North). • Navex PolicyTech and EthicsPoint implementation replacing portions of Compliance360 • VendorProof Implementation replacing portions of Compliance360 • Niagara implementation at St. Bernard • Retail Pharmacy expansion to Lake Terrace, Slidell Memorial, and Infusion • Double Map Implementation • TMS OnSite/Sidekick implementation at Ochsner Fitness Center and LaCombe • Brightree/DeRoyal Integration for Durable Health • DonorSearch.net implementation • Smoothie King Implementation at Jefferson Hwy • Opera migration to the cloud and Brent House hotel to Ochsner network • Nexus System Control implementation at Kenner
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Clinical Systems
14
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Access: 2019 THE NUMBERS
THE PROJECTS
• Shreveport/Monroe Hospital Go-Live Appt Import Fail Rate of 0.112%!
•
PT/OT Hyperspace Decision Tree Live!
•
Chemo Scheduling Optimization
•
Schedule Order WQ Optimization
•
New Hire Provisioning Optimization Project
•
OLIVE Phase 1 Live!
•
Peds Same Day Decision Tree Live!
•
Template Integrity
•
Anonymous Patient Naming Convention
•
Travel History in Welcome
•
Deployed Hello Patient
•
Chaining
•
Direct Connect to Payor
•
2n1 Bedside
• Imported 61,000 Appts for Shreveport/Monroe Clinic Go-Live • Deployed ~25 Kiosks System Wide • Rolled out cheaper Kiosk option (~$10,000 less) • Reached 85% Kiosk Utilization on the Northshore • ~20 Decision Trees Revamped • Saved Organizations $ by partnering via Televox, Emdeon, Twilio Accounts • 6 New Access Employees Joined the Team
THE ACCOMPLISHMENTS • Cutting Out the Middleman: Direct Connect to Payors - Daniel Mendelson presented at XGM on 278 • Created Welcome Kiosk OLN Training • PreService Workqueue Consolidation – removed 59 workqueues • First Organization to roll out Referral Workqueue Scoring • Chris, Nick, Paul, Dayna, Heidi presented at WISE week
Shreveport/Monroe Hospital Go-Live Appt Import Fail Rate of 0.112%! Reached 85% Kiosk Utilization on the Northshore
• Multiple Certifications, Proficiencies, Badges obtained across Access
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Access: 2019 TEAMBUILDING & EMPLOYEE ENGAGEMENT
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Clinical Documentation & Stork: 2019 THE NUMBERS
THE PROJECTS
• 1,158 Incidents closed
• Patient Driven Payment Model (PDPM) for Long-term Care
• 737 Requests fulfilled.
• West Tower and Hospital Tower Moves/Expansion:
• 4200+ Clinical Enhancement requests reviewed
• NSCC, MSU, PICU, Peds 3&4, NPU, SICU
• 6 new certifications
• NECH LTAC • Slidell Memorial
• 6 new Pathways
• Shreveport & Monroe
• 3 analysts presented at XGM
• High Groves and Elmwood Ortho Go Live (Med surg units)
• 3 Epic Immersion trips hosted
• VIOS Wireless Go Live (NOMH Oncology Acute)
• 3 O2 Factor participants • 2 Innovation Fellowships completed
• Refinement of Pressure Injury/Wound LDAs (addressing HAC Penalties)
• 1 new Team Lead
• Respiratory Medications Pilot Project
• 1 new Senior Analyst
• PeriWatch Upgrade
THE ACCOMPLISHMENTS
• Indicia Upgrade • E-Signature Documents for Medicare
• Integrated the North and South LA teams!
• ECMO flowsheet revamp
• Nurse Strategy Day was a success.
• Still birth/fetal demise – Streamline workflow and updated to documentation
• 45 people attended Camp Stork! • Numerous successful Implementations.
• Standardized LOPA/MORA workflow • Rover for Respiratory Therapists • Quantitative Blood Loss (QBL) updates • CNO templates
The Big Wins Postpartum Hemorrhage Risk
USP 800: Hazardous Drug (HazD)
Human Trafficking Identification
Nursing Assignment Wizard (NAW)
Care Plan Overhaul
Workload Balance
Visual buttons in Rover (PCTs)
• Both live at KNMH and SBPH • Great feedback! 18
Clinical Documentation & Stork: 2019 TEAMBUILDING & EMPLOYEE ENGAGEMENT
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Cupid/Lumens: 2019 THE NUMBERS
THE PROJECTS
• Shreveport/Monroe Hospital Go-Live 40% structured reporting adoption rate at go live
• Orders Review and Optimization
• Deployed 4 models of DICOM echo measurement connections
• Schedule Order WQ Optimization
• Built 20 structured reporting documentation templates
• ZIO Patch Optimization
• Echo Decision Tree/Visit Type Optimization • Provider Template optimization
• Reached avg 30% SR Utilization for the system
• Auto-calculations of Diastolic Function
• Brought Cupid live at 5 locations
• Autofiling of Echo Measurements from modalities
• Enabled 4 scheduling decision trees
• Compact Forms migration for Stress Echo
• Closed 453 optimization requests
• Compact Forms migration for Nuclear Medicine
• 5 New Cupid employees joined the team
• Aborted Procedure workflow Optimization
• Average time in SR for physicians at 6min on average in EP studies by End of Year
• Standardized Workflow Optimization
• Average time in SR for physicians at 9 min for Cath by End of Year
• Clinic Go Lives: o
St. James Clinics
o
South/ North PACC
o
Kjellgren Clinic
• Hospital Go Lives:
THE ACCOMPLISHMENTS • Cut out the Middleware (Globalscape): Direct Connect Via DICOM for Echo measurement exchange for North location. • All external reports – both invasive and noninvasive formatted for ease of use. • 20% of the team became dual certified in Cupid and Radiant • The team reviewed and implemented over 50 procedure log enhancement requests • SMH first site to go live with a full desktop integration with worklists
o
SMH
Revenue cycle invasive reviews resulted in 1.3M of gross rebilled charges. First site live on DICOM measurement exchange. Cupid is officially in the optimization phase! First site live on Geneva integrated remote monitoring. User satisfaction at record high! 20
Cupid/Lumens: 2019 TEAMBUILDING & EMPLOYEE ENGAGEMENT
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Data Governance: 2019 THE NUMBERS
THE PROJECTS
Epic Security Incidents Resolved: 3174 Requests Resolved: 1423 New Users Provisioned: 19959
• Shreveport Clinic & Hospital GoLive 8000+ Users Provisioned
SER Incidents Resolved: 3815 Requests Resolved: 3327 New Users Provisioned:12086 External Providers Created: 4129
• LTAC Golive
2019 Security Audits Background Users: 380 Admin Users: 326 Revenue Cycle Users: 1781 Sensitive Notes: 321 Bypass Break the Glass: 258
• EConsents using tablets
• Slidell Hospital Golive 2000+ Users Provisioned • OCC Clinic Golives • M*Modal/Collaborate • Humana Payer Exchange • Legacy OneContent for SMH • Documentation of Standard Workflows
Epic HIM Incidents Resolved: 465 Requests Resolved: 320
THE ACCOMPLISHMENTS • HIM and Community Connect Presentation at XGM – Kristin Milano • Annie McColloster promoted to Epic Provisioning Team Lead • Lainey Sharp completed the Innovation Fellowship!
Shreveport Deployment! Data Governance Officially Moved into IS!
• Sunsetting of Clinic Transcription • Transitioned printer mapping to the Service Desk to increase first call resolution! • Multiple Certifications obtained across Data Governance • Expanded our team with new employees • Integrated Sabrina and MJ into the O2 Epic HIM team • Data Governance became part of the IS team
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Data Governance: 2019 TEAMBUILDING & EMPLOYEE ENGAGEMENT
PHOTO PHOTO
PHOTO
PHOTO
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Epic Academy Support: 2019 THE NUMBERS System-Wide
Q1
Q2
Q3
Q4
Total
One on Ones
678
854
815
815
2482
Efficiency Sessions
220
214
217
135
786
New OHS Providers Onboarded
41
33
99
63
236
New Community Providers trained
22
36
30
25
113
123 Total Providers attended Epic 201 SS YTD Total: BR YTD Total: NS YTD Total: Bayou YTD Total:
60 31 25 7
THE ACCOMPLISHMENTS • Creation and onboarding of new North Louisiana Epic Academy Team • 2 non-clinical employees of the month: Renee Smith and Nicole Ross • Expanded Epic 201 to IP Hospitalists and ED Providers • Expanded Pathways from OMC to Community Hospitals • Established Epic Power User Program • Provider Breakout Sessions offered for 100 ambulatory providers who spend the most time in the system outside of scheduled hours
New North Louisiana Epic Academy Support Team Non-Clinical Employee of the Month Winners: Renee Smith and Nicole Ross
THE PROJECTS & IMPLEMENTATIONS • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • •
Learning Home Dashboard Code Narrator Optimization VIA Oncology (VIA Pathways) Epic Upgrade- March BCMA for Radiology Contrast Spectralink Security Feature Panic Button Enabled Cupid Cardiology Compact Forms VIP Expansion Kenner Telemetry Anesthesia e-Consents Go-Live PHQ4 BPA for Primary Care (BHI Project) Secure Chat Notification Enhancements ADT Orders Revamp 21 newly certified Power Users CDS Committee- Removal of 12.1 Million Alerts Fired from Epic Incidental Findings Workflows Epic Upgrade- September System Care-Planning Upgrade- September One Tap Go-Live Transcription Sunset for Clinic Documentation 1st hospitalist Epic 201 Course 1st ED Epic 201 Course iO AI Model: HAI-CDI Prevention Initiative USP800- Hazardous Drug Workflow LSID Specimen Collection Pilot Targeted Provider Breakout Sessions MModal Site Rep Visit and Efficiency Sessions PFC Bed Pre-Assignment Go-Live IP Psych Placement Workflow PeriWatch Live at Hancock, Kenner, N. LA and Baptist Human Trafficking Screening Piloted XGM and UGM Presentation of Virtual Nursing Lake Charles Clinic Go-Live North Louisiana Clinic Go-Live Vital/Enterprise Imaging Go-Live Slidell Memorial Hospital Epic Go-Live North Louisiana Hospital Epic Go-Live Multiple OCC Go-Lives 24
Epic Academy Support: 2019 JEFFERSON HIGHWAY
YTD New Ochsner Providers Onboarded: 91 YTD New Community Providers Onboarded: 0 YTD New Clinic Go-Lives: 5 YTD Efficiency Sessions: 219 YTD One on Ones: 957 YTD RA Yellow Belt Certifications: Chris Moore, Kory McNally
Projects • • • • • • • • • • • • • • • • • • • • • • • • • •
Ochsner Urgent Care UNO Go-Live Same Day Knee One Path Peds Acute 3rd Floor Move Stable GI Bleed One Path MyChart Bedside Rollout Kidney Stone Multi-Disciplinary Clinic Go-Live Infectious Diseases/Primary Care Integrated Immunizations Workflow BHI (Behavioral Health Integration) Ochsner Urgent Care CBD Go-Live ED Sepsis Predictive Model Lake Terrace Go-Live Peds Asthma One Path Go-Live ED Registration tablets Go-Live ORA Rover Go-Live Unit Based APP Provider Model of Care Go-Live Pathology Interpretation Order Go-LiveHepatology and Liver Transplant Clinics Peds Neurology and Genetics Relocation Care Companion Implementation-NOMC GI Access to Care Nephrology Project Discharge Management Pilot Elmwood Ortho Surgical Hospital Go-Live CHF One Path Go-Live Palliative Medicine Outpatient Clinic Go-Live NSU Move Pre-Admit Testing Optimization Xtract Charges Interface Go-Live
BAPTIST
YTD New Ochsner Providers Onboarded: 6 YTD New Community Providers Onboarded: 5 YTD New Clinic Go-Lives: 1 YTD Efficiency Sessions: 29 YTD One on Ones: 204
Projects
MyChart Bedside- Women’s Unit Joint Camp- CJR Gain Sharing Program Blood Administration NICU RCA Mmodal for Transcription Users Infusion Schedule Updates Bedside Medication Delivery OB Scheduling Optimization Hospital Med One Path C-Section One Path Hysterectomy One Path OLP Cardiology Cupid Implementation Post-Partum Pediatric Visits-Mother Blood Pressure Checks Lab Specimen Identification (LSID) ED/ ICU PeriWatch Upgrade OnePath Expansion DKA/HHS/C-Section/COPD/Total Shoulder • CJR Gainsharing/BAPC Joint Camp • • • • • • • • • • • • • • •
WESTBANK
YTD New Ochsner Providers Onboarded: 6 YTD New Community Providers Onboarded: 11 YTD New Clinic Go-Lives: 2 YTD Efficiency Sessions: 61 YTD One on Ones: 156
Projects • • • • •
• • • • •
Patient Flow Center Facilitated Transport (ADT30) E-Consents-Anesthesia Consents IP Hospice Discharge/Readmit MyChart Bedside-Women’s Services OnePath- (DKA/HHS, GI Bleed, Ischemic Stroke, Total Shoulder) Pre-Auth WQ Revamp for Infusion Center\ Nurse Brain Default Screen Pilot Pre-Lab Pilot – Primary Care IP Psych Placement Pilot WB Medical Associates OCC Clinic 25
Epic Academy Support: 2019 NORTH SHORE
BATON ROUGE
• Regional Achieving Messaging Excellence Education Sessions • Slidell Dermatology Clinic Move • Slidell Psychiatry Clinic Move • Covington Neurology Epic Efficiency Optimization • NS Site Lead and Section Head SlicerDicer Training • Leblanc Pediatric Epic Go-Live (STPH OCC) • Cath Lab & Anesthesia Snapboard Utilization Optimization • Rover for Covington OSC • Northshore Extended Care LTAC Go-Live • Northshore Extended Care Dinamap training • One Path Go-Lives- Total Shoulder & Hospital Med Bundle • Multi Appointment Kiosk Check-In Lean Project • Mobile Check-In Go-Live • NS Psychiatry Questionnaire/Tablet Roll Out
Projects
HANCOCK
• IPM Procedure Scheduling Optimization (Lean)
YTD New Ochsner Providers Onboarded: 29 YTD New Community Providers Onboarded: 15 YTD New Clinic Go-Lives: 4 YTD Efficiency Sessions: 106 YTD One on Ones: 322 YTD Yellow Belt Certifications: Lynsey Rowan, Justin Felder, Brittany McDaniel
YTD New Ochsner Providers Onboarded: 11 YTD New Community Providers Onboarded: 3 YTD New Clinic Go-Lives: 2 YTD Efficiency Sessions: 35 YTD One on Ones: 119 YTD Yellow Belt Certifications: Amanda Tallent • Chemotherapy Infusion Center Go-Live • Infusion/Pre-Service Workflow Optimization • External Referral Lean Project Pilot General Surgery • Dr. Owens Epic Go-Live (OCC) • Epic Replay Nursing Sessions • HIMSS 7 Kick-off • Pain Management Clinic Move
YTD New Ochsner Providers Onboarded: 41 YTD New Community Providers Onboarded: 26 YTD New Clinic Go-Lives: 9 YTD Efficiency Sessions: 81 YTD One on Ones: 603 YTD Yellow Belt Certifications: Lauren Milton, Jeff Dugas, Robin Breazeale, Kizzy McKnight • Anesthesia e-Consents at The Grove ASC • OMC-The Grove and The Grove ASC Go Lives • Ochsner Urgent Care Go Live- Gonzales and Highland • MyChart Bedside in Med Surge at The Grove ASC • HIV/HCV Screening Tool at OMC-BR ED & IBVH ED • Endo Scheduling Optimization • Dinamap Capsule at OMC-The Grove • Physical Therapy/Occ Therapy Clinic Move • MCAM Go Live in Madison, Ms • MCAM Slidell Department Go Live • OCC Sinus & Nasal Go Live • OCC The Daniel Clinic Go Live • OCC Anointed Family Medicine Go Live • NCQA PCMH Certification for IBVC Internal Medicine and ONLC Internal Medicine departments • Pulmonary Workqueue Optimization (Lean) • Bedside Medication Delivery- OMC-BR & The Grove ASC • One Path Go-Live- Hospital Med Bundle • Mobile Check-In Go-Live • IP Provider Quarterly Lunch and Learns • BR Epic Updates- monthly provider newsletter review • Monthly Epic Replay • Schedule Workqueue Optimization (Lean) • Provider Departure SOP Project
Epic Academy Support: 2019 RIVER REGIONS (KNMH/SCPH)
YTD New Ochsner Providers Onboarded: 35 YTD New Community Providers Onboarded: 17 YTD New Clinic Go-Lives: 1 YTD Efficiency Sessions: 142 YTD One on Ones: 379
Projects
St. Charles: • Learning Home Dashboard Implementation • Spectralink Pivot/Rover Implementation • Vital/ Enterprise Imaging Implementation • MyChart Bedside Implementation • Rover alerts for Bed Notifications
BAYOU REGION (CHABERT / ST. ANNE)
YTD EA Team Members who completed Yellow Belt Certification: Jordan Chauvin YTD New Ochsner Providers Onboarded: 3 YTD New Community Providers Onboarded: 22 YTD New Clinic Go-Lives: 3 YTD Efficiency Sessions: 54 YTD One on Ones: 154
Projects
Chabert: • Resident Replay • Enterprise Imaging • Chabert East Clinic Move • Chabert West Clinic Move
Kenner: • St. James Cardiology Cupid Implementation
• Houma Health Care OCC Implementation
• Periwatch Implementation
• Code Prevention with Early Intervention
• Vital/ Enterprise Imaging Implementation
• Signal Road Show
• Nursing Workload Balance • Assignment Wizard Implementation
• Community Provider Training Workout w/ SLMA Leadership
• Chemo Infusion Pharmacy
• ED SORT Workflow
• Chateau SNF Nursing Home Visits • Telemetry Alarm Secondary Notification Facilities Track board for Rooms • Bedside Delivery- IP Units • ED Ambulatory Referral/Schedule Enhancements • Expansion of One Path
• Outpatient Follow Up Education for CM
St. Anne: • CIS TEE Order Entry Re-Education • Medication Bedside Delivery • Enterprise Imaging Go-Live • PeriWatch Fetal Monitoring Upgrade • STAH Infusion WQ
• Expansion of VIP • Expansion of MyChart Bedside
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Epic Academy Support: 2019 SHREVEPORT & MONROE YTD New Ochsner Providers Onboarded: 8 YTD New Community Providers Onboarded: 0 YTD New Clinic Go-Lives: 4 (net new) YTD Efficiency Sessions: 79 YTD One on Ones: 214
Projects • • • • • •
Transition to O2 Epic Ambulatory- May Transition from Precyse to MModal 2 New Allergy Clinics (Breathe America) 2 New Urgent Care Facilities ICU TeleMed consults Onboarded 187 residents on 2 versions of Epic
• • • • •
Transition to O2 Epic Hospital -December Periwatch Implementation Vital/ Enterprise Imaging Implementation Spectralink Pivot/Rover Implementation Rover alerts for Bed Notifications
LAKE CHARLES YTD New Ochsner Providers Onboarded: 7 YTD New Community Providers Onboarded: 1 YTD New Clinic Go-Lives: 3 YTD Efficiency Sessions: 27 YTD One on Ones: 69
SBPH YTD New Ochsner Providers Onboarded: 8 YTD New Community Providers Onboarded: 10 YTD New Clinic Go-Lives: 1 YTD Efficiency Sessions: 23 YTD One on Ones: 123
Projects • EVS Multi Stage Cleaning Go-Live • Dr. Silva OCC clinic Go-Live • HIMSS 7 Attestation Complete • ED Transfers Executive Report Completed • Nursing Replay Sessions Established • Executive Flashboard • Executive Slicer Dicer Education • Med Surg Nursing Brain Default Pilot • Diabetic Eye Camera Go-Live-SBPC Primary Care • Rover for EVS • Nursing Assignment Wizard • Rover EVS-Non-Bed Task
Projects
• • • • • • • • • • •
Moss Bluff Clinic Move Urology Go Live Vestra OCC Clinic Go Live Vital Go Live Regional Achieving Messaging Excellence Education Sessions MyOchsner Clinical Staff Education Sessions Schedule Order Workqueue Staff Education Sessions Exact Science Laboratory Go Live Prior Auth for Rad Procedures Project Telemedicine Joint Appointment Education Session Clinic Manager Reporting Session
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Epic Academy Support: 2019 TEAMBUILDING & EMPLOYEE ENGAGEMENT
PHOTO
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Epic Beacon: 2019 THE NUMBERS
THE PROJECTS
• Resolved 156 Incidents
• Advanced Beneficiary Notice in Therapy Plans
• Fulfilled 415 Requests • 84 new Research protocols • 136 new treatment plans • 17 new therapy plans • 1969 Via Oncology Navigations
• Infusion Center Scheduling (Jeff Hwy) • MyChart Questionnaires using Welcome tablets • Created Oncology Navigator Workflow • Optimization to Distress Tool Workflow • Implementation of Nurse Triage Protocols
THE ACCOMPLISHMENTS • Via Oncology Pathways Go-Live • Progress with Analytics • System Conversion of Procrit to Retacrit • New St. Jude affiliation through Shreveport
• 5 Epic deployments • Myeloid growth factor communication order and screening • Eligard to Lupron conversion • Cisplatin Ototoxicity monitoring • Soliris meningococcal infection prevention
Via Oncology Pathways
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EpicCare Lab: 2019 THE NUMBERS
THE PROJECTS
• Resolved 946 Incidents
• CAUTI Reduction - UAR
• Fulfilled 441 Requests
• Specimen Handling ED/IP Optimization
• Prevented over 18,000 potential duplicate lab orders, saving over $300,000!
• Specimen Handling Procedure Optimization
• We added 3 additional reference lab interfaces (Christus Hospital Lab, The Path Lab, and Shreveport/Sunquest Lab). • Removed/Resolved over 100,000 errors from the OP Lab Error Queue!
• Specimen Handling Ambulatory Optimization • Lab Specimen Identification – Baptist Pilot • Path DX Implementation • North LA Bugsy – Infection Control Implementation • Lab Cost Display Enhancement
THE ACCOMPLISHMENTS • Development of outside slide pathology slide workflow for transplant • 14% reduction in Catheter-Associated UTI’s related to our UAR order updates • 29% decrease is C-Diff infections • Created and implemented a new Urinalysis Reflex Urine Culture order panel system wide • Set over 1,000 lab orders to display cost information to providers on preference lists • Continued enhancement of lab duplicate prevention check logic • Implementation of OR specimen handoff tool
• C-Diff Workflow Optimization
High Grove Go Live Elmwood Hospital Go Live Christus Clinics Go Live North PACC Go Live Slidell Memorial Go Live LSID Pilot Go Live Path DX Go Live Shreveport/Monroe Go Live Bugsy Go Live
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Grand Central: 2019 THE NUMBERS
THE PROJECTS
• 17,302 transfers completed through Regional Referral Center in PFC South
• EVS Cleaning Inspections
• 3382 Behavioral Health placements by Centralized Placement Team • 510 auto-completed discharges via Transport • 20% reduction in turnaround time for Patient Transport at TGMH with Rover
• ORA workflow on Rover • Possible Hospitalization • ADT32 • Jabber with Rover • Non-bed cleaning tasks
• 100% of Partners using Rover for Transport
• Travel History
• 435 transfers completed in North Regional Referral Center
• O2 Factor – Epic Emergency Management Integration
• 6 Hospital Go-Lives
THE ACCOMPLISHMENTS • Opened North LA Regional Referral Center, Ochsner second Transfer Center • Centralized Bed Planning at Shreveport and Monroe • Hosted 13 formal and virtual PFC site visits by external healthcare organizations, including Duke, MD Anderson, and Mayo Clinic • Epic’s first customer to implement Rover
Patient Flow Center named Clinical Project of the Year Centralized Placement Team created for psych patient transfers to and from Ochsner locations Second Patient Flow Center opened in Shreveport
EVS/Transport workflows in the OR
32
Grand Central: 2019 TEAMBUILDING & EMPLOYEE ENGAGEMENT
33
IS Partnerships & Implementation: 2019 THE NUMBERS 4 New Hospital Implementations 8 New Community Connect Go-Lives 23 New Connect Providers 704 Epic Departments Created and/or Modified • 400 NEW Epic Depts for Go Lives • 304 New, Moved, Modified Departments 46 Total Implementation Projects 1418 Partner Request Completions 2252 Partner Incident Completions 550 New EpicCare Link Users Training 4 New Partnership & Implementation Team Members
THE ACCOMPLISHMENTS • Ochsner and Epic Expansion in 2 New Regions North Louisiana and Lake Charles • Implementation of St. Tammany’s first Community Connect Practice - LeBlanc Pediatrics
OLSH Shreveport and Monroe Hospital & Clinic Go-Live! Slidell Memorial Hospital Go-Live! SWLA – Lake Charles Clinic Go-Live The Groves Hospital & Clinics Go-Live Elmwood Ortho Hospital Go-Live
THE PROJECTS • • • • • • • • • • • • • • • • • • • • • • • •
Ochsner Urgent Care – UNO University Health The Grove/ Summa Clinic Relocation and Go-Live STPH PCI Compliant Credit Card Reader Conversion STPH Rover for Nursing Go-Live SWLA – Lake Charles Clinic Go-Live STPH Care Harmony Implementation Cardiac & Peripheral Vascular, LLC (Connect) Go-Live STPN Pediatric Clinic Video Visit Go-Live STPH Diabetic Eye Exams at Clinics Epic August 2018 Upgrade Ochsner Urgent Care – One Shell Square Coushatta Family Medical (Connect) Go-Live LeBlanc Pediatrics, LLC. (STPH Connect) Go-Live OLHS Shreveport Clinics Lake Terrace MOB Relocation and Go-Live STPH Video Visit Expansion Center for Health Management, LLC. (Connect) Go-Live The Grove Hospital STPH PICU Go-Live Slidell Memorial Hospital Go-Live Jeff Hwy Child Development Center Go-Live OLHS Breathe America Go-Live SWLC – Lake Charles Clinic Relocation LHC North PACC Go-Live
• • • • • • • • • • • • • • • • • • • • • •
TGMC Online Scheduling Go-Live Epic Upgrade Elmwood Ortho Hospital OLHS Provenance Family Medicine STPH MyChart Bedside Kickoff The Daniel Clinic, LLC. (Connect) Go-Live TGMC ED Billing Interface Go-Live SWLA – Lake Charles Urology Clinic Go-Live Anointed Family Medicine, LLC. (Connect) Go-Live Westbank Medical Associates, LLC. (Connect) Go-Live Ochsner Urgent Care & Occupational Health – Highland Park Go-Live TGMC Rover for Transport Go-Live Houma Health Clinic, LLC. (Connect) Go-Live Ochsner Urgent Care & Occupational Health – Lagniappe Go-Live LHC Discharge-Admit Order Set Go-Live STPH Epic MyChart Mobile Check-in Go-Live Ochsner Provider Connect Go-Live for all Referring Providers OMC – Jeff Hwy Neuroscience Progressive Care Unit Relocation and Go-Live OLHS Shreveport Hospital OLHS Monroe Hospital and Clinics Ochsner Urgent Care & Occupational Health – Shreveport Ochsner Urgent Care & Occupational Health – Bossier 34
IS Partnerships & Implementation: 2019 TEAM BUILDING & GO-LIVES
Summer Interns
Birthday Celebrations Slidell Memorial Go-Live
OLHS Go-Live
35
IS Training: 2019 THE NUMBERS
8278
30%
students trained
2018: 6,365
2986
218%
classes held
2018: 937
202
6%
community providers trained
2018: 190
NEW ORLEANS 6886 Students Trained 8% increase (2018: 6365)
NORTH LOUISIANA (Shreveport & Monroe) 709 Students Trained (6532 for Go-Live) 148 Classes Held
1345 Classes Held 9% increase (2018: 1234)
NORTH SHORE 72 Students Trained (43 virtual classes)
202 Community Providers Trained 6% increase (2018: 190)
E-LEARNINGS 44,420 Employees assigned e-learnings 32,603 Employees completed e-learnings 8 E-learnings created 62 Active rules
BATON ROUGE 611 Students Trained (virtual classes) 25% increase (2018: 461)
THE ACCOMPLISHMENTS Trained 6532 Students for NLA Go-Live.
Baton Rouge increased North Shore # of students trained Training Center by 25%. Opened in Lacombe.
36
IS Training: 2019 THE DEPLOYMENTS
THE PROJECTS
• North Louisiana Clinics – Shreveport, Monroe
• Course Development for North Louisiana
• North Louisiana Hospitals – Shreveport, Monroe • Slidell Memorial Hospital • Vital – Northshore, New Orleans, Baton Rouge, Shreveport • OCC – Lake Charles, Gulfport, St. Francisville, Baton Rouge
• OLHS Go-Live Volunteer Support Training • Online Training Arcade • WISE Week • New Accelerated & Self-Guided Epic Training Courses • Learning Home Dashboard • Inpatient PEP 201 • New Epic Training Go-Live Guide • New Epic Pocket Guides • New Epic Training Room Posters • OneTap Logo Design • Order Set Pocket Guides for NLA Go-Live • Workgroup: Better Communication and Collaboration • Workgroup: Improved Course Scheduling Efficiencies
NLA Power of One
• Help Desk Modules • Course Redesign: BHU Coordinator • IS Internship Program • IS Onboarding Program • New Training Materials Shared Drive & File Structure
Resident Training
• Virtual Provider Network Modules
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IS Training: 2019 TEAMBUILDING & EMPLOYEE ENGAGEMENT OUTREACH Employee Giving Ambassadors, Magnolia School, Animal Rescue Foundation of New Orleans, Dress for Success, Holiday Hope, Donated to Veterans, Adopt a Senior, Habitat for Humanity/Restore, Second Harvest, Vet Force 1, PRIDE, WOW, Ambassador for Hospital for Children
NEW TEAM MEMBERS • Jade Allen, CT, Lake Charles, PRN • Erica Badowski, CT, New Orleans • Michele Bowie, CT, Shreveport • Whitney Cronk, CT, New Orleans - PRN • Melrose Dugas, ID, New Orleans • Vickie Gardner, ID, Shreveport • Angie Gilson, CT, Shreveport • Cate Gunnell, CT, New Orleans • Michelle Gunnell, CT, New Orleans - PRN • Jessica Johnson, CT, New Orleans • Christopher Ledet, CT, New Orleans • Tanyala Lyrse, CT, Shreveport • Rebecca Mabini, ID, Shreveport • Shantel Pajeaud, CT, New Orleans • Norshaun Parker, ID, New Orleans • Leigh Peterson, CT, Shreveport • Monica Phillips, ID, Shreveport • Vanika Poydras, CT, Baton Rouge - PRN • Alexander Primeaux, CT, New Orleans • Thecla Scott, CT, New Orleans • Amber Waterhouse, CT, Monroe • Ali Zaini, CT, New Orleans - PRN • Lucas Zwink, CT, New Orleans - PRN
Teambuilding at City Putt and a Tiffany’s-themed birthday party for Andrea Gilich.
TEAM PROMOTIONS • Andrea Gilich, Jr., Director • Damon Darensburg, Supervisor • Cortney Hobson, IS Team Lead • Jessica Tykol, IS Team Lead • Caylin Hayes, Sr. CT
Trainers of the Year Sara Thibodeaux, NOLA Rebecca Mabini, NLA
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Imaging IS, Radiant, Imaging: 2019 THE NUMBERS
THE PROJECTS
• Incidents – 2,950 created & 2,946 resolved
• Conversion to Enterprise Imaging (Vital) at all sites including partners
• Requests – 1,899 created & 1,114 resolved • 84 text alerts sent directly to Radiologists & Radiology Leaders for unplanned downtimes
THE ACCOMPLISHMENTS • Completed Phase 1 of Enterprise Imaging (Vital) implementation, including conversion to Epic driven workflow • Created standard workflows for all modalities • MissionMode text alerts for Radiologists & Radiology Leaders • EA Imaging Informatics took over Imaging IS Help Line & created phone tree
• New site implementations: Lake Charles, The Grove, Elmwood Surgery Center, North Shore Post-Acute Care Facility, Slidell Memorial, Shreveport/Monroe, & Urgent Cares • BCMA for contrast (for 340b) • NDSC Phase 3 • Incidental Findings • CT Chest Lung Screening Low Dose • NucTrac • February 2019 Upgrade • TC Scoring • Lumens (assisting) • Rapid Brain
• Grew teams: o EA Imaging Informatics from 4 to 9 team members
• Datawatch
o Imaging IS from 9 to 11 team members
• Vertex
o Epic Radiant from 3 to 4 team members
• DynaCAD Breast
Conversion from Agfa Impax to Enterprise Imaging (Vital)
PHOTO
PHOTO 39
Optime and Anesthesia: 2019 THE PROJECTS
THE NUMBERS
• Jeff Hwy PAT Optimization
• 200 + new devices brought online for OR and Anesthesia
• Anesthesia E-Consents for Westbank and The Grove • OR Throughput Optimization • Rover for OR Assistants at Jeff Hwy • OR Cost Receipts • Anesthesia Safe 2.0
• P-Note Optimization: 25% increase of revenue system wide • Resolved 1850 + incidents and fulfilled 657 + requests for users • Provisioned over 1500 new users
• Kickoff of System Preference Card Optimization • Anesthesia QBL during C-sections and epidurals • Kickoff for Difficult Airway • Center of Excellence program workflow development • Optime Charge structure and scheduling for BAPH L&D • IP Procedure downgrade prevention
THE ACCOMPLISHMENTS • Presented E-Consents at XGM • Anesthesia 2019 AQI updates system wide • Sedation Instructions on Surgery and PAT AVS for patients • Medicaid consent and hysterectomy acknowledgements in PAT checklist • Combination of Optime and Anesthesia templates for streamlining and ease of use • Bedside delivery opt in for surgical patients for ORs with retail pharmacies • Creation of Outpatient Anesthesia standardized workflow • PEDs Sedation Module in Shreveport
The Grove Surgical Hospital implementation Elmwood Orthopedic Surgical Hospital implementation Procedural Specimen Collection Optimization Anesthesia P-Note Optimization Slidell Memorial Hospital Implementation North LA Implementation and on-boarding
• Charging for Endoscopy supplies in Shreveport – scaling in 2020
40
Optime and Anesthesia: 2019 TEAMBUILDING & EMPLOYEE ENGAGEMENT
PHOTO
41
Orders: 2019 THE NUMBERS
THE PROJECTS
• 467 order sets across 33 specialties reviewed for 2019 Annual Order Set Review
• Ochsner Care at Home
• Implemented pathways at 4+ new hospitals • IP Procedure Downgrade Prevention • 1249 incidents resolved • 809 requests fulfilled
THE ACCOMPLISHMENTS
• IP/ED CPT Placement • PT/OT/SLP Eval and Treat • Referral Orders Optimizations • CHF Pathways • Cardiology Orders Optimization
CHF Pathway Project
• Six new pathways created • Completed ownership of Radiant orders • Baptist OLD Cupid Go-Live • Pathways Implementation at Baptist, Kenner, North Shore, and West Bank • Seven new team certifications
Samantha Hawkins won 1st Place in O2 Factor! Slidell Memorial Hospital Implementation North LA Implementation and on-boarding
42
Orders: 2019 TEAMBUILDING & EMPLOYEE ENGAGEMENT
O2 Factor Champion
43
Patient Experience: 2019 THE NUMBERS • • • • • • • • •
THE PROJECTS
143,118 new MyChart users in 2019 1.6 Million ePre-Check Completions 15.43% of appointments scheduled online 1,191 appointments checked in using Mobile Check-In Deployed MyChart Bedside to 19 units Over 30 education topics mapped for MyChart Bedside 11 revamped decision trees in MyChart Trained over 170 providers for virtual visits MyOchsner awareness and education at 55 community wellness, health seminar, skill fair, employee engagement, Golden Opportunity, and Patient Family Advisory board events.
THE ACCOMPLISHMENTS • First Organization to go live with MyChart Care Companion • Lindsey, JD, Kali, and Michelle presented at WISE week • Corey and JD placed 2nd in the O2 Factor • Sanjay presented at XGM • Mallory completed her PMP certification • Hailey received her MHA • Lindsey, Kali, Michelle and Hailey completed the Innovation Fellowship program • 10 new employees joined the patient experience team • 5 Patient Experience Epic Academy specialists + 1 supervisor • 3 Patient Technical Support Specialists • 1 Analyst Associate • Completed all necessary requirements for the Patient Experience component of Honor Roll
15.43% of appointments scheduled online in 2019
• EpicCare Link on the web • Redesigned referring provider portal (Ochsner Provider Connect) • Ordering via EpicCare Link • Financial Assistance in MyChart • Happy Together • New Ochsner LSU MyChart website • New Patient Scheduling for St. Tammany (open + direct scheduling) • • • • • • • • • • • • • • • • • • • • • •
Research recruitment through MyChart Econsents via Welcome tablets Hello Patient rollout (Mobile CheckIn) Mobile CheckIn Usability Testing Postpartum scheduling via MyChart MyChart Bedside rollouts Rover Deployment to PCTs at Jeff Hwy MyChart Now Help and Support page within MyChart Completed usability testing Self service estimates Mobile app redirect Referral ticket scheduling for Ortho + Endo PT/OT referral ticket scheduling + decision tree Direct scheduling at TGMC Esign documents at SMH and STPH Relaunch of Second Opinion Virtual Visits Direct to Consumer Virtual Visit training (Warp Drive and Tyto) Clinic to Clinic Virtual Visit training + support Care Companion MyOchsner Patient Outreach Wise Week’s MyOchsner: The Patient’s Perspective
Rolled out Mobile Check-In to Baton Rouge and Northshore regions
Moved EpicCare Link to the web 44
Patient Experience: 2019 TEAMBUILDING & EMPLOYEE ENGAGEMENT
Holiday Lunch + White Elephant Team Crawfish Boil @ The Fly
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Resolute Billing: 2019 THE NUMBERS
THE PROJECTS
• 8,072 LANDesk Tickets closed in 2019
• Slidell Memorial Contracts
• 121,791 Estimates finalized in Epic
• Home Health Patient-Driven Groupings Model
• 8 Community Connect Go-Lives – 5 with Resolute
• Skilled Nursing Facility Patient-Driven Payment Model
• Top Performer per Epic’s Time Guardian Scorecard in the below categories:
• Digital Medicine Client Billing
• PB Charges Triggered Clinically
• ED Assisted Infusion Admin Charging
• OP Accounts Coded by SVC
• “Alcohol Free for 40”
• Consecutive Accounts Auto-Combined
• TGMH Envision Interface
• HB Claim Status Messages Received
• Professional Billing Deficiency Deferrals
• Insurance Payments Auto Posted • PB Self-pay Credits Auto Resolved
• Center of Excellence – Hip and Knee Replacements • Outpatient Provider Querying
• Commercial RAC workflows • HomeCare Remote Client Longitudinal Wound Documentation Integration with Hyperspace • Automated Surgery Estimates
THE ACCOMPLISHMENTS • Shreveport Hospital and Clinic Implementation • Monroe Hospital and Clinic Implementation • NorthPACC Implementation • The Grove Implementation • Epic Upgrade
• WAMB External Device Integration • Automated Tax Letters to MyChart Guarantors • Lake Charles Locum Providers • Inpatient Hospice Coverage Filing Order Automation • Corporate Wellness Screenings Expansion • Willow Inpatient in Clinics • Pelican to O2 Professional Charge Interface • O2 to Pelican Hospital Overlap Charge Interface
• Elmwood Ortho Implementation
• Video Visit Billing
• Slidell Memorial Hospital Implementation
• Clear Balance Payment Plan Integration
PHOTO
Comprehensive Joint Replacement Center of Excellence Bundled Episodes
HomeCare Remote Client Longitudinal Wound Documentation Integration with Hyperspace
46
Resolute Billing: 2019 TEAMBUILDING & EMPLOYEE ENGAGEMENT
47
Pharmacy Automation: 2019 THE NUMBERS
THE PROJECTS
• Installed/Converted Pyxis at 6 facilities (addition of 125 Medstations on Ochsner servers)
• Pyxis ES Migration to 2012
• Installed Codonics at 3 facilities • Installed Logistics at 6 facilities • Installed IV Prep at Baptist • 262 Incidents Resolved • 105 Requests Closed
• 15 Servers moved to BTR: • Pyxis • QS1 • Codonics • Logistics
THE ACCOMPLISHMENTS • Codonics Upgrade • Logistics Upgrade • Epic Upgrade
Pyxis 2012 Migration BD Servers - move to BTR
48
Epic Willow Ambulatory: 2019 THE NUMBERS
THE PROJECTS
• Resolved 1,565 Incidents
• Dispense Activity implementation
• Fulfilled 634 Requests
• Work Queue Redesign
• 6 new retail pharmacy locations
• Installation of ScriptPro and FastFill Robots
• 2000 + Providers Set Up For EPrescribing (New Hires, Residents, Shreveport Providers/Other Go Lives)
• HealthFinch Refill Protocol Rollout for Pharmacist Refill Program • Lake Terrace Go-live • Slidell Retail Pharmacy Go-live • Shreveport and Monroe Epic Conversion
THE ACCOMPLISHMENTS
• Willow Inventory Reboot • NIOSH Hazardous Drug Labeling
• Bedside Delivery rolled out to several hospitals • Same-Day Prescription Delivery for Care Anywhere/MyChart Video Visit Patients • NCPDP Compliance/E-Prescribing System Upgrade for new script version • Auto Refill and Med Sync services available to patients
N-La Pharmacy Conversions Retail Pharmacy Automation
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Willow Inpatient 2019 THE NUMBERS
THE PROJECTS
• Incidents
• USP 800
o Created = 1973
• TPN/CAPS Interface
o Completed = 1981
• SMH Go-Live
o Percent complete = 100.41%
• Shreveport/Monroe Go-Live
• Requests o Created = 1623 o Completed = 1675 o Percent completed = 103.2%
• Medications Concentration Standardization • Upgrade • Logistics • Bedside Delivery • Micromedex • HealthFinch • Ochsner Home Health
THE ACCOMPLISHMENTS
• Pharmacist Clinic Administered Medication Verification
• Passed Leapfrog Med Safety Grading
• Antimicrobial Stewardship
• Employee Engagement 4.73 (90 percentile)
USP 800 TPN/CAPS Interface Inpatient Morphine Equivalent Calculator
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Willow Inpatient: 2019 TEAMBUILDING & EMPLOYEE ENGAGEMENT
Ochsner Service Corp – NOLA Tree Project
Dave and Buster Team Lunch
51
Corporate: Core Business Systems: 2019 THE NUMBERS
THE PROJECTS
1998 – Service Requests 993 – Incidents
• OLHS Core Systems • EPSi Upgrade • Replicon Implementation
THE ACCOMPLISHMENTS
• Mobile Supply Chain upgrade
• Kronos/Lawson/Workday Deployed for OLHS
• iCount Pilot
• Lightning Bolt
• Kronos/Lawson moved to BTR1 • Implemented Company Level Security in Lawson and Crystal. • Updated Vertex database servers. • Mobile Supply Chain upgraded • Piloted iCount • Successful DR drills. • Implemented Patient Refunds for St. Charles. • Ochsner Lawson to Strata Interfaces. • Automated Cost Center Request to Lawson. • Implemented major release of Lawson, MSP9. • Migrated FTP processes to SFTP Processes. • 100+ Clocks deployed for OLHS • New Access Profiles created for OLHS • New clock configuration created for OLHS • Kronos Service Pack 18 deployed • Kronos ATK 4.5.1 deployed • Numerous updates to the People Import Interface • Multiple new units brought up on Advanced Scheduling • Lightning Bolt initial units up • EPSi Upgraded • WD completed the Benefit File Archive project • WD completed enhancements to 3 long-running integrations • WD new vendor integrations – Navex, Benevity, Replicon, RQI, Iberia Bank • Enhancements made to payroll processing integrations that reduced the processing time for payroll.
OLHS Core Systems Go-Live Company Level Security in Lawson and Crystal Reports. Mobile Supply Chain Upgrade Modified Fax Integration process EPSi Upgrade Kronos ATK Upgrade Lightning Bolt Enhancements to payroll processing integrations 52
Core Business Systems: 2019 TEAMBUILDING & EMPLOYEE ENGAGEMENT
53
Digital Consumer Experience
54
Salesforce: 2019 THE NUMBERS
THE PROJECTS
• Implementation of Executive Health
• Golden Opportunity New Community Build and Migration
o 78 corporate clients o 4668 appointments scheduled o 264 appointment reminders sent • Implementation of Health Cloud o Onboarded 309 Patient Access Salesforce users o Logging 16,000+ cases a day in Salesforce o Implemented CTI connector to log call details for 285 users
• Enterprise CRM Phase I and II Implementation • OPP Practice Roster Community Build • New process for OPP Network Participation Agreement contracts • Salesforce Business Unit Optimizations • Narrow Network Roster Integration (Collaboration with Pop Health & Data Analytics teams) • Redesign and Build of Stark Application for Salesforce used by Compliance and Business Development
THE ACCOMPLISHMENTS • 2 Certified Salesforce Platform I Developers • 1 Certified Salesforce Platform Application Builder • Full Team training: Salesforce Programmatic Development Using Apex and Visualforce in Lightning Experience • 208 Team Salesforce Trailheads Complete • Decommissioned 8 legacy Powerbuilder Applications
Enterprise CRM Health Cloud and Marketing Cloud Implementation Executive Health Salesforce Implementation
• 10 Enterprise CRM project attended Dreamforce
55
Technology
56
Application Rationalization: 2019 THE NUMBERS
THE PROJECTS
• Creation of Application Rationalization Team in May
PowerBuilder Decommissioning Project
• Hired two team members in September • Identified over 70 applications that require decommissioning
THE ACCOMPLISHMENTS • Decommissioned 12 applications • Six applications planned decommissioning in 1st Quarter 2020 • Completed evaluation process for archiving tool for non-legal medical record data
Completed Phase I of Comprehensive Legacy Data Management Plan with documentation of decommissioning process with roles and responsibilities
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ADIDM: 2019 THE NUMBERS
THE PROJECTS
Datacenter Migrations • 1,835 servers moved to BTR • DFS Name Space Migrations for all network shares
• One Tap / Optimal Login
RSA Tokens • RSA Soft Token self -service portal for ePrescribing • Replaced 2800 RSA Expiring Tokens
• PACC Northshore
Shreveport Go-Live • Migrated 70+ Applications & Onboarded 3,500 non-Ochsner employees PAM • Added 44 Apps in PAM • 25 Standard Apps; 14 EPIC Apps; 5 Net New Apps SSO • 23 Net New Partner Connections added
• Ochsner St Marry
• Global Protect VPN • Datacenter Migrations • Shreveport / Monroe Go-Live • SMH Go-Live • M-modal implementation and support • VITAL implementations and support • Christus implementations and support
THE ACCOMPLISHMENTS Operationalize SOP •
Desktop GPO build transition to Desktop Team
•
MS Office mailbox/conference provisioning transitioned IS Provisioning
•
IronPort transition to SOC
•
Oasis to IS Security
Training •
RSA Adaptive Auth
•
Ping
•
Microsoft Training
•
Powershell
•
Active Directory
•
Teams demo and learning
•
Infoblox
•
Ignite
Shreveport Go-Live RSA Self-service Portal for eRX
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ADIDM: 2019 TEAMBUILDING & EMPLOYEE ENGAGEMENT
PHOTO
PHOTO
PHOTO
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Data Integration Team: 2019 THE NUMBERS
THE PROJECTS
• 559 production interfaces
• Epic Lung Cancer
Screening
• Our Cloverleaf engine processes an average of 22 MILLION interface messages per day
• STPH Experian Match • Via Oncology
• Globalscape EFT now has 1721 unique rules and workflows!
• Lake Charles CHRISTUS
• We process a per day average of: o 250K EFT transactions o 14K files o 9 GB of data
• Nuance eScription Upgrade
Clinic Conversion and Migration
• Pyxis Upgrade and
Migration
• Cloverleaf Migration • Geneva Health • Vital Imaging Expansion • Dietary Food Management • Epic Upgrades • M*Modal CDI • HealthFinch Phase 1 • Salesforce CRM Phase 1 • Logistics Expansion
• MCAM SCImage
• NCPDP Surescripts
• Blue Cross Blue Shield
• Globalscape Optimization
• IV Prep
• Xtract Immunotherapy
• TPN CAPS
• iRound Patient Experience
THE ACCOMPLISHMENTS
• North La Clinic and
• Softlab PathDx
• Globalscape Upgrade, High Availability, Workspaces, and Migration to BTR1
• SMH Hospital Conversion
• Krames Patient Education
• 7 New Data Integration Team Members
• PeriWatch
• NucTrac Isotope Tracking
• STPH Eon Direct
• Cloverleaf Moved to BTR1
• ScriptPro
• STPH Honeywell
• Sotera VisiMobile Upgrade
• System Conversions
• Chart Express/Qualcom
• Philips IBE Upgrades
• Full Team Support for Globalscape
• NS PACC – Select Rehab
• Epic Content Management
• Our team resolved 895 incidents, completed 1203 request, and participated in over 35 different projects
Hospital Conversion
• LSID
• Epic Content Management Replaced Sharepoint DC Process
Globalscape Cloverleaf Color Genomics Epic Content Management
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Data Integration: 2019 TEAMBUILDING & EMPLOYEE ENGAGEMENT
Christina at inforum
INFORUM FHIR Artificial Intelligence Martha Stewart at inforum
Cloverleaf Roundtable
Epic XGM Metrics Emily at XGM
Enhancement Labs Meet the Experts
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Desktop Architecture: 2019 THE PROJECTS and NUMBERS OneTap (Imprivata) • 21,230 users provisioned for use • 14,335 badges enrolled to date • 7,637 Kiosk devices enabled for OneTap • 540 VDI Deployments in use in South LA • 8200 Badge readers • Self-enrollment process created (resource and cost saving measure) VDI (VMC on AWS) • Wyse Management Suite • Over 1200 thin client deployed to support Shreveport go-live • VDI client name passthrough on triple hop • Decomissioning of legacy XenDesktop environment • M*Modal W.O.W. / Howard Cart • Power Management Server build • Power Management client packaged and deployed to all carts Microsoft SCCM • 34 Distribution points configured • Cloud mgmt. gateway (remote / internet connected devices) • Dell Connected Config (in progress) Windows 10 • 15,492 Devices (50+%) Office 365 • Enterprise wide deployment completed (17,000+ devices) • O365 Network performance assessment (in progress)
AirWatch • Migration from MobileIron completed • Legacy MobileIron Infrastructure decommissioned • Windows 10 Public Access Use Case Print • • • •
Guest copy feature added to all MFP devices Streamline SFM servers added to implementation to handle growth Streamline V3 environment built current in pilot stage LRS VPSX Server Upgrades (LSID live in Baptist)
RightFax • Lab conversion from legacy analog fax system to RightFax to allow decommission of physical fax gateway in OMC datacenter. This allowed their systems to migrate from OMC • Lawson migration from legacy RightFax server / integration module installed to allow “fax to folder” Vital / Enterprise Imaging • Radiology provisioning UseCase / ”Image” to allow for streamline deployments of new imaging workstations • Eazyviz package and deployment (24 versions / thick and thin clients) • Eazyviz Web shortcuts deployed to desktops • AV package and deployment (5 versions) • AV Web shortcuts deployed to desktops • Epic workflow conductor integration for SSO into vital
TrendMicro • XG Conversion complete • ApexOne migration in progress (19,461 devices upgraded)
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Desktop Architecture: 2019 TRAINING & ACCOMPLISHMENTS •
Lean Certification - Yellow Belt
•
Imprivata training
•
Microsoft Ignite
•
VMware VMworld
Big Wins VDI Windows 10 deployments SCCM LAB Fax Conversion Vital TrendMicro ApexOne
TEAMBUILDING & EMPLOYEE ENGAGEMENT Desktop Team Escape Room / Shreveport Go-live / Technology Team Escape Room
63
Cabling Services: 2019 THE NUMBERS
THE PROJECTS
• 165 Incidents resolved
• Lake Charles area clinics
• 1239 Requests fulfilled
• Shreveport clinics
• 26% increase in total tickets from last year
• Shreveport/Monroe Hospital • High Grove
THE ACCOMPLISHMENTS • Under budget for the second straight year • Two employees made 16 years of service • One employee made 15 years of service • One employee made 14 years of service
• Wireless refresh • PACC NS • Lake Terrace • Elmwood surgical hospital • Numerous smaller projects
• Zero turnover
64
Disaster Recovery: 2019 THE NUMBERS
THE PROJECTS
BIA
• Datacenter Migrations
• 222 Applications successfully scored through this process Datacenter Migrations • 1800+ Servers Migrated • Instrumental in the successful migration of Epic and Onbase to new BTR datacenter
• EPIC Disaster Preparation & Recovery Drills • Business Impact Analysis • Clinical & Corp. System Application DR Testing • Business Impact Analysis
DR Drills & Events • Completed 3 successful Epic and 4 net new non-Epic application DR drills/events
THE ACCOMPLISHMENTS • Collectively the DR Team completed over 80 hours of training and seminars; vastly increasing knowledge and staying current with new technologies • Add updates to the DR SOP’s that support our new datacenter design
Datacenter Migrations
PHOTO
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Epic Client Systems: 2019 THE NUMBERS
THE PROJECTS
• 162 Epic Servers
• Epic Nov 2018 upgrade
• 30 Epic Print Servers
• Epic Feb 2019 upgrade
• 86 Hyperspace Web Servers
• Ochsner North Go Live
• 18 Interconnect Servers
• High Grove Go Live
• 8 MyChart Servers
• One Tap - Badge based access
• 8 EpicCare Link 12 WebBlob servers
• Tyto Care - Telemedicine
THE ACCOMPLISHMENTS All of the above!
Epic Upgrades Nov 2018, Feb 2019 Ochsner North and High Grove Go-lives.
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Epic Client Systems: 2019 TEAMBUILDING & EMPLOYEE ENGAGEMENT
Shreveport Team Dinner and others!
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IS Asset Management: 2019 THE NUMBERS
THE PROJECTS
• 4,868 computer systems ordered into inventory
• Shreveport Clinic Go-live (1,476 computers received, tagged, imaged, and shipped in 3 weeks)
• 9,255 ALM Detail Requests • 4,846 Service Desk Requests • 3,209 PC Replacements • 6,031 Net-New PCs • 18,077 Packages Received • 5,947 Devices Retired
$6.7M billed in Work Order system
THE ACCOMPLISHMENTS High volume, high performance, 10-person team
Managed $8.3M Computer Store • Received, tagged, imaged, and shipped Shreveport Clinic computers in 3 weeks
Howard/Dell Cart Replacement and Loaner • Developed asset process for new Radiology PC Program (imaged/deployed 100 systems) • Finished Equipment Decommission for Heart Hospital at Lacombe • New DVI PC Standard, Asset Tagging at Dell (replaced 458 devices) • Provided 90 refurbished laptops to The NET Charter High School, Mandeville High School Robotics Club, Ochsner STAR Summer Scholars Program, Ochsner Haitian Relief Fund, and Ochsner ABLE Resource Group • Shipped 12,000 OneTap devices • Added Versity Smartphones to Computer Store • Automated Blaze Delivery Labels and Tracking
• 5 Asset CHAMP Certifications achieved
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IS Asset Management: 2019 TEAMBUILDING & EMPLOYEE ENGAGEMENT High Volume, High Performance,10 Person Team
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IS Field Tech Services: 2019 THE PROJECTS
THE NUMBERS Region FTS Baton Rouge FTS CBD FTS Dickory FTS Elmwood FTS Hancock FTS Jeff Hwy FTS North Shore FTS Raceland/Bayou FTS SCPH FTS Upper Jeff/River Parish FTS Uptown/Lakeview FTS West Bank
New Regions FTS Lake Charles FTS Monroe FTS Shreveport FTS St Bernard
2018 3,509 3,315 618 1,204 1,365 18,787 6,820 2,702 1,550 3,399 3,941 2,713
2019 4,878 5,851 1,331 1,737 1,595 21,114 6,202 3,651 1,591 3,801 4,888 3,165
1,369 2,536 713 533 230 2,327 -618 949 41 402 947 452
% Change 39.01 76.50 115.37 44.27 16.85 12.39 -9.06 35.12 2.65 11.83 24.03 16.66
49,923
59,804
9,881
19.79
2018 n/a n/a n/a n/a
2019 268 3,981 6,713 1,529
n/a
12,491
All Tickets closed in 2019 72,295
THE ACCOMPLISHMENTS
• Shreveport/Monroe Go-Live • Slidell Memorial Hospital Go-Live • Gulfport Pain Management & Community Connect Clinics • Lacombe Support Center • WOW Cart Replacement Project • Vital deployment and Go-Live • Imprivata OneTap Rollout/Go-Live • Martti Upgrade • PC Refresh Project – 3000+ • St. Charles VOIP conversion • Kenner Rheumatology Clinic move • Rover/Pivot expansion • Pyxis Pharmagenics • LSID Go Live at Baptist • Safe 2.0 – Anesthesiology Cart Upgrades
• Kenner Call Center Flood – reacted and built temp call center to prevent delay in patient care.
• Buildout of Baptist Incident Command Center
• Support for Lake Charles Region Clinics. 15 additional clinics.
• Supply Chain Handheld Upgrade
• Support for the new Lake Terrace Primary Care Center
• Data Center Rounding and Support Protocols
• Support and build-out of The Grove in Baton Rouge. • Support for 8 new Clinics in the Shreveport/Bossier City Region • 2,373 P1 Tickets resolved in an avg. of 3.1 hours • Streamed Funeral for an ICU Patient whose mother had passed. – West Bank • Streamed a 3-way video session for a Surgeon to consult with the brothers of a patient in two different countries. – Jeff Hwy
• Windows 10 – Jeff Hwy, Benson, ELM/Dickory • The Wellness Network Equipment Refresh • Monroe Med2 Building and Family Medicine Clinic move • Implemented Mmodal to replace the existing dictation system.
8 Employees Promoted beyond Field Services. Glen Menesses Employee of the Month for St. Bernard in June 70
IS Data Center: 2019 THE NUMBERS
THE PROJECTS
• 79 - Power Distribution Units (PDU) Installed
• Data Center Co-location
• 32 - Uninterruptible Power Supplies (UPS) Installed
• Lake Charles Christus
• 20 – PDUs replaced • 217 – Landesk incidents resolved • 234 – Landesk requests closed
• Lake Terrace • PACCS North • The Grove • Vital • MDS • Highland Park • Benson Tower Backup Power • Lagniappe • Hancock/Whitney UC • St. Charles - Ormond
THE ACCOMPLISHMENTS • Guided and partnered with the Facilities Department to improve the reliability of the main campus data center. This included primary and redundant cooling and power. • Remedied cooling issues in over 30 communications closets throughout the Ochsner system.
Expanded the OMC data center on-site coverage to 24x7.
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IS North Security: 2019 THE NUMBERS
THE PROJECTS
• 1410 tickets completed (comprised of OLHS and Titus)
• Maintained EPIC Pelican Security controls
• 1240 Machine deployments
• Trend Micro OLHS deployment
• 1624 Machine deployments
• Cyber Reason OLHS deployment • Oasis Enhancements • OLHS Go-Live
THE ACCOMPLISHMENTS • Successful OLHS Go-Live • Successful Ochsner Transition
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IS PMO: 2019 THE NUMBERS
THE PROJECTS
• 783 projects managed through PWA
• Datacenter Relocation Program
• 169 New Applications reviewed
• Virtual Innovative Patient Care: Kenner
104 projects confirmed through Senior Leadership Review • 25 PWA/Project Process Training Sessions (in addition to weekly 1:1 sessions) • 6 Project Management Methodology Training Sessions conducted during WISE week
THE ACCOMPLISHMENTS Revision and oversight of new Project Request • Continued roll out of Project Web App (PWA)
Revision of Senior Leadership Review (SLR)
• Enterprise CRM • Physician Scheduling Vendor Selection and Lightning Bolt • CDI/Collaborate • Digital Pathology • Benevity • Learning Management System Vendor Selection • Firewall Hardening • Antivirus for Virtual Environment (and NSXT sub-project) • Security Network Tap Implementation • Encryption upgrade for SSL/TLS • Decommissioning/Upgrade of PHOTO Unsupported Devices
• Decommissioning/Upgrade of Unsupported OS • Decommissioning of PowerBuilder Applications • IS Procurement to PayCycle (LEAN)
Implementation of Application Team Review
• Creation of affiliated training materials for Project Request Intake, Senior Leadership Review, and Application Team Review processes • Implementation of weekly Discovery Dashboard reporting
• Provided supplemental project support for an additional 10 projects
Teambuilding: Solved the Carnival Heist at Clue Carre’ with minutes to spare
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IS Provisioning: 2019 THE NUMBERS
THE PROJECTS
User Provisioning • 58,058 User objects in Active Directory
• One Tap
• 11,850 New Hires to provision access
• Citrix migrations
• Move/Add/Change User Provisioning 9.879 users RSA Tokens • Replaced 800 RSA Expiring Tokens Shreveport Go-Live • Created a manual process for pre-staging 5,000 users in Workday
• Global Protect VPN • Virtual Provider Network • PACC Northshore • Onboarding non Ochsner via EPIC Training site • OPP Provider onboarding • SMH Go-Live
• Onboarded 3,500 non-Ochsner employees & tracking each sponsor
• Decommissioning ActiveSync (Mobile Iron)
Ochsner St Mary • Created a manual process for pre-staging 500 users in Workday, Email & Lawson
• Connect 2.0 – (Onboarding process for new Community Connect Practices)
THE ACCOMPLISHMENTS
• All new Leased Practices
• House Staff yearly onboarding prior to hire • M-modal implementation and support • VITAL implementations and support
• Support OASIS UAT Testing and Life Cycle Management implementation for 15 Applications • Onboarded Ochsner Christus employed and SWLA Community Providers • Successful conversion of login credentials for Service Districts to Ochsner. • Distributed RSA tokens for Ochsner employed Residents • Smooth transition from AD IDM team to IS Provisioning for O365 administration of User licensing, Shared Mailboxes, Distribution Groups, and Resources
Shreveport Go-Live RSA onboarding Residents
• RSA token process improvement to acquire token during HR onboarding for Ochsner employed. • Transitioned all file share requests from Email to IS Service Desk tickets.
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IS Provisioning: 2019 TEAMBUILDING & EMPLOYEE ENGAGEMENT
Birthday lunch celebration for each team member and Team building events with Technology team.
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IS Tech Deployment: 2019 THE NUMBERS • Managed the tech deployment of 67 builds, expansions, and moves across the Ochsner Health System
THE PROJECTS The Grove Clinic – 5 day/24 hours a day
• Over $11 million in budgeted Technology Plans • Deployed 1,405 new desktops
• The Grove Hospital
• Deployed 186 new laptops
• SWLA – Lake Charles
• Deployed 183 new printers
• Lake Terrace Clinic
• Deployed 58 WOW carts
• Elmwood Orthopedic Hospital
41% increase in deployment of technology
• Chemo Pharmacy Upgrades at Kenner, Baptist, Chabert, Shreveport, Westbank & Benson Cancer Center
• Conducted 14 Community Connect walk-throughs • Implemented 5 Community Connect hardware leases in excess of $300K
• Collaborative Staff Resource Center
• Center for Child Development – Tansey 2nd floor • Baptist Auditorium • Northshore PACC • Hancock Whitney Urgent Care
THE ACCOMPLISHMENTS
• Covington Retail Pharmacy Expansion • Benson Cancer Center Chemo Pharmacy
• Continued to increased team accuracy and efficiency through streamlining of a comprehensive budgeting Technology Plan workbook
• Brent House 6th floor HR
• Stood up Community Connect Hardware Lease Program
• Lagniappe Urgent Care Center
• Completed Rush Foundation and Specialty Hospital technology walkthrough
• PI Relocation Baptist • UNO Student Center Urgent Care • Highland Park Urgent Care Center • Flight Care Base Move • NLA Urgent Care Shreveport • NLA Urgent Care Bossier
All projects completed on-time and under budget!
• System-wide X-ray Upgrade (27 rooms) • Baton Rouge Call Center
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IS Tech Deployment: 2019 TEAMBUILDING & EMPLOYEE ENGAGEMENT
PHOTO PHOTO
Escaped the Mystère Escape Room: The Serial Killer’s Lair with 8 minutes to spare!
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Network Development: 2019 THE NUMBERS
THE PROJECTS
Wireless • 2,251 access points installed & replaced 715 legacy3500 series access points
• Wireless Refresh
• 1,183 was to support Shreveport/Monroe • 4 HA Pair wireless controllers • 2 at Hancock and St. Bernard Medical Center. 2 at Shreveport and Monroe. Network • 100 switches to support Shreveport/Monroe • Replaced 99 Cisco 4506 End of Support SUP 6L with SUP8L supervisor blades
• Internet Move from OMC to BTR Datacenter • Datacenter Co-Location Baton Rouge/Shreveport • Shreveport/Monroe • ISP Migration (CTL and GTT) • Switch HW Refresh • GE-Sitelink • VPN migration to Palo Alto
• 1 layer two tunnel within MPLS circuit to support new GE-Sitelink Telemetry network from OMC to Elmwood Medical Center. • 29 new Site to Site VPN tunnels created and 26 migrated from Cisco ASA to Palo Alto. WAN/MPLS Migration • 109 sites moved to CenturyLink and 40 to GTT
THE ACCOMPLISHMENTS • Wireless survey and access point remediations at St. Charles, WestBank, and St. Bernard Medical Center • All Internet services now running out of BR Datacenter and increasing bandwidth from (2) 1G to (2) 5Gb circuits
Datacenter Co-Location – Baton Rouge/Shreveport Production Internet Move to BR Increase bandwidth to 5Gb
• New datacenter co-location architect infrastructure Leaf-Spine w/ ACI, Internet and DMZ capability • GE certified tunnel within MPLS circuit between OMC and EMC allowing less than 5 packet drops out of 1 million packets and quality of service tagged traffic.
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Network Development: 2019 TEAMBUILDING & EMPLOYEE ENGAGEMENT
Escape Room – 3/22/2019
Fishing Trip 6/1 and 6/2 2019
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Platforms Development: 2019 THE NUMBERS
THE PROJECTS
Total Database • Cache – 17
• Exadata Replacement
• Oracle – 37 • SQL – 2966 Citrix • Servers – 1311 • Apps – 468
• Epic Cache Replacement • NetScaler Replacement • Citrix Migration to 7.15 • Soft lab Replacement • Vital go-live/expansion • Datacenter migration to Baton Rouge
Unix Servers • Linux – 60 • AIX - 45
THE ACCOMPLISHMENTS Combined mMoved our Tier 1 “A” side apps to Baton Rouge • Epic (and Cloverleaf) • Lawson • Kronos • Citrix 7.15 migration complete (moved to BTR)
Cache` move to Linux ECP Exadata migration to Baton Rouge
• Team engagement up (3.95 to 4.25)
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Platforms Servers: 2019 THE NUMBERS
THE PROJECTS
• 454 Virtual Servers built throughout 2019
• Baton Rouge Data Center build out
• Provisioned 167 hosts in Baton Rouge DC
• Shreveport Data Center build out
• Responsible for 4430 Virtual Servers
• Vital Imaging System Implementation
• Responsible for 443 Hosts throughout Ochsner
• Zerto Implementation
THE ACCOMPLISHMENTS • Implemented VM tagging for Backups • VCE Upgrades • vROPs Upgraded • Log Insight Upgraded • vRealize Operation Upgraded • VM Life Cycle Manager implemented for versioning
New Datacenter built in Baton Rouge and Shreveport Vital Infrastructure Build out
• vRNI implemented to assist in NSX implementation • Zerto implementation to assist in Data Center move Implemented Site Recovery Manager to protect Baton Rouge Data Center in Peak10 • Upgraded WSUS
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Network Operations Center: 2019 THE NUMBERS
THE PROJECTS
• 32,575 Calls answered
• Improved Telemed monitoring and quick access for support
• 27,624 Tickets resolved • 368 Bridge lines opened • Over 5,332 New Components Monitored • Bringing total components to 57,541 •
PHOTO >30 process / monitoring improvements
• Processed 142 Problem tickets (RCAs) • On boarded 6 new employees
• Designed OMC data center monitoring and response process • Vital System Health Monitoring in Orion • Created GUI tool and trained Service Desk for First call resolution on device/ OU issues
PHOTO • Created custom Orion Dashboards for multiple teams
• Added all network devices, UPS, PDUs and Access points and created sustainable process to this data accurate in Orion
THE ACCOMPLISHMENTS • Worked closely withPHOTO Talent acquisition to recruit top talent for NOC
• Worked closely with North LA go live team to ensure printing and other configurations prior to and during go live were completed and supported timely.
• Identified several trends and anomalies that prevented risks and major events. • Provided communication guidance to LOC on 27 major events and many nonmajor events
5 Employees Promoted beyond the NOC PHOTO
PHOTO
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IS Security: 2019 THE NUMBERS
THE PROJECTS
• Cyber Security Maturity 3.16
• Privileged Access Management
• Reduced identified risks 66% from 134 to 59
• Risk Remediation
113 resolved 38 identified
• Patch Management • Trustwave • Internal Threat Hunting • Firewall Deny-All • IR plan reviewed and revised • Annual Penetration Tests
THE ACCOMPLISHMENTS • Assessed and remediated Shreveport legacy system supporting transition • Expanded vulnerability scanning to all PC’s • Consolidated security partner relationships with RFP process • Improved mock phishing email testing and education program • Established IS Sanctions Policy
• Annual HIPAA Risk Assessment • Annual Maturity Assessment • Team Development; CRISC, CISSP, SANS, Cybereason, CSSP, training roadmaps completed • Vulnerability Scanning for all PC’s • Board Dashboard and Monthly Reporting • Compromise Assessment for Shreveport • Oasis
Patch Management Reporting Epic Prod in PAM
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IS Service Desk: 2019 THE NUMBERS
THE PROJECTS
• 164,768 Calls answered
• Take on Epic Printer mapping for multiple areas
• Average Talk time 4min 30sec • Average Speed to answer 129sec • 15,432 Web Based Chats • 219,212 Tickets resolved • 25 New Hires started • 4,362 Changes processed • Improved Engagement to 4.58
• Developed Go live call tree and Xtraction reporting • Develop Xtraction Dashboards for Epic Go Live command center • Provided Leader on all training to all new leaders in rotation • Worked closely with leaders on year 2 internship program • Worked with leadership to develop Customer service Handbook • Built support process and understanding for team to get a- accounts and solve multiple problems improving our first call resolution.
THE ACCOMPLISHMENTS • Improved 1st call Resolution to over 70% • Incident turnaround time reduced to 1.71 Days • Request turnaround time reduced to 8.09 Days
9 Employees Promoted beyond the Service Desk
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IS Service Desk & NOC: 2019 TEAMBUILDING & EMPLOYEE ENGAGEMENT
85
Storage / DPS: 2019 THE NUMBERS
THE PROJECTS
Block / NAS / Archive Storage • In 2019 Added additional Block, NAS & Archive capacity totaling 7.3 PB. Increased by 2.8 PB
• XIO Expansion to support EPIC REPLATFORM
• Migrated 5.2 PB of Block storage to balance A/B side storage environment for New Datacenter Build Data Protection • Over 2023 VM’s are now protected • Current Total BRS Capacity 1.3 PB. • Current Protected Capacity totaling 847 TB. Increased by 487 TB Service Level Metrics • Supported 86 incidents • Supported 336 Requests • Supported 563 CAB or cab Changes
• MDS SAN Fabric Refresh • VNX Migration/Retirement • Isilon Access Zone Migration • RecoverPoint Implementation New Datacenter Build • H500 Cluster Implementation • F800 Cluster Move to BTR • ECS/Server Move to BTR • Isilon Expansion DR • Isilon Expansion PROD • Protect Point Implementation BTR/DR • ECS Expansion
THE ACCOMPLISHMENTS
• IDPA Implementation
• Datacenter Migrations • Decommissioning Data Domain • Decommissioning VPLEX • Decommissioning VNX • Shreveport Reconfiguring Backup/Snapshots • Shreveport Data Migrations to retire storage / DPS Systems • Shreveport Storage / NAS Performance Tuning – Now using SmartConnect
Datacenter Co-Location – Baton Rouge/Shreveport PACS Migrations for Vital
• Shreveport Data Protection for Pelican Cache – Optimize Backups
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Storage DPS: 2019 TEAMBUILDING & EMPLOYEE ENGAGEMENT
Escape Room – 3/22/2019
PHOTO
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User Experience SD & XT: THE NUMBERS
THE PROJECTS
• 2,642 tickets completed (6 team members)
• Implementation of HR Service Chat through Service Desk
• Avg. 37 tickets closed per month per person
• SMH / Christus Implementation of Ochsner IS Service Desk
• Employee engagement mean 4.75 and in the 91st percentile
• North LA/Shreveport/Monroe Implementation of Ochsner IS Service Desk
• Overall efficiency for the year combined for both teams is 80%
• MS News implementation for Ochweb
• Out of 46 survey results: 37 very satisfied, 7 satisfied and 2 dissatisfied
• MS Forms implementation • Development and creation of the ASKMyHR SharePoint site
THE ACCOMPLISHMENTS • Won eHealthcare Silver Award – Best Intranet 2019 • Won Louisiana Hospital Association Pelican Award for Intranet Initiative (Ochweb Quick Polls) • Implemented the Tuition Assistance Application Process through SharePoint which saved the organization 7k per year. • Completed the build for the Collaborative Staffing Resource Center for the Nursing Workforce management team. • Badge Management Requests implemented for Ochsner Security Badge team • Integration of Service Desk for North LA, Christus and Slidell Memorial
Implementation of MS News on Ochweb to replace 3rd party vendor and saved the organization 30k annually. Implementation of the IS Service Chat in Service Desk for our HR counterparts
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User Experience SD & XT TEAMBUILDING & EMPLOYEE ENGAGEMENT
PHOTO
Employee engagement mean 4.75 and in the 91st percentile
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Success Stories
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Cadence: Shreveport/Monroe Hospital Appointment Import A 2019 SUCCESS STORY Overview A patient's experience with your organization often begins with the patient calling a scheduler to make an appointment. Scheduling is one of the most universal workflows in healthcare because it is common to so many areas. Scheduling reserves time in a provider's or resource's schedule and lets the provider know who is coming and why. In its simplest form, an appointment is made up of five things: the department where the patient needs to go, the purpose and details of the visit, represented by a visit type, the provider or resource the patient needs to see, the date the patient needs to attend the appointment, and the time the appointment begins. During a golive, importing appointments can present a challenge due to the complexity of crosswalking all the pieces of the puzzle to ensure the import is successful.
Details In September 2019, crosswalking of Pelican departments, visit types, and providers began. With 2 analyst working day in and day out, the crosswalk was completed and import testing began. The O2 team [with the assistance from the Pelican team] began import testing. After weeks of testing and cleaning up the spec, the day was upon us to import the final file. Beginning at 6AM, the O2 team began the day and imported the final appointment file from Pelican. The team was able to import 27,609 of the 27,640 appointments. This was a difference of 30 appointments that the O2 Cadence team was able to manually schedule. By being able to import these appointments, the team that was reserved to assist with manually scheduling the “failed appointments” was able to move their efforts to transcribing orders from Pelican to O2 and pre-registering patients with upcoming appointments; all to assist with a smooth transition into O2 for the day of go-live.
Accomplishments The team was able to import 27,609 of the 27,640 appointments, leaving a 0.112% “appointment fail rate”. The O2 Cadence team was able to manually convert the additional 30 appointments. The OLHS team designated to assist with any failed appointments was able to reallocate their time and efforts to transcribing orders from Pelican to O2 and pre-reg’ing appointments. This allowed for a smooth front desk, scheduling/registration workflow at go-live.
Feedback “Access was the most successful go-live application.” - William T. “This is amazing news and completely unexpected! Awesome work Chris, Paul, and Sandra.” - Stephanie D.
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VMware Cloud on AWS (VDI) A 2019 SUCCESS STORY Overview Dell/Wyse Thin Client devices running the standard Ochsner desktop image virtualized using VMware Horizon in the AWS cloud. The thin clients are centrally managed via the Wyse Management Suite.
Accomplishments • 500 thin clients deployed to replace legacy Citrix XenDesktop environment • Over 1300 thin clients deployed to support Shreveport go-live • Wyse Management Suite environment to manage thin clients • First SDDC configured running 15 hosts • M*Modal and USB redirection configured to allow for dictation whenever a mic is plugged in. • VDI client name passthrough on triple hop configuration
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Re-platform - EPIC Cache A 2019 SUCCESS STORY Overview Mid Year 2019 we were in the process of migrating EPIC to a new Intel Platform.
Details This project had many moving parts to it. DR Team was asked to organize this in a way that follows our Disaster Recovery Processes.
PHOTO
Accomplishments
PHOTO
I believe that this was critical to the success of migrating the EPIC Environment from an AIX Platform to an all new Intel Platform. With this we accomplished a smooth migration of a very complex environment.
Feedback
PHOTO
I believe that the teams who were involved greatly appreciated that we had the DR Team overseeing this effort
PHOTO
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Electronic Consenting for Anesthesia: A Pilot Project A 2019 SUCCESS STORY Overview Anesthesia providers can obtain a patient’s electronic signature on a digital consent form during preprocedure. Using an iPad in conjunction with the MyChart Welcome application, a patient can review the anesthesia consent form while capturing his/her electronic signature in Epic which can greatly improve workflow efficiency prior to surgery while reducing paper and scanning costs. This Anesthesia e-consent process was discussed and reviewed with Ochsner Legal, Compliance, HIM, Forms Management, Nursing Informatics, Anesthesia subject matter experts and Infection Control.
Details The Anesthesia provider begins the process of obtaining the patient’s electronic signature on a digital consent in the pre-procedure area. The process is as follows: Anesthesia Provider • Opens an iPad and selects the Welcome icon • Selects the option and scans the QR code on the patient’s armband. • Enters the patient’s date of birth • Consent form will appear • Chooses his/her name from the options below the provider signature line o If his/her name is not available, they would choose “Other” and enter name in “Sig Info/Witness” section of Hyperspace • Proceeds to sign the e-consent • Patient proceeds to sign the e-consent on the iPad Nursing • Select the blue hyperlink for the Anesthesia consent with 2 of 3 signatures recorded • Using the mouse, the clinician signs in the witness field. • Opens the “Sig Info/Witness e-consent” area in the E-consents Epic Activity • Enter clinician name in the “Witness” field The signed Anesthesia e-consent is available instantly in E-Consent Launcher, Procedure Pass, and Media Manager
Next Steps Expansion to additional Ochsner facilities: • Ambulatory Surgery Centers first due to technical limitations for Inpatients receiving multiple procedures in the same admission. o Awaiting development in future releases of Epic. • Budget adjustment to accommodate tablet costs at each facility
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Accomplishments Of 1430 Anesthesia cases completed at Ochsner Westbank between 6/1/2019- 8/1/2019, 1125 Anesthesia e-consents were completed successfully!
Feedback “We are using e-consents in a manner that is consistent with our usual paper workflow especially with the armband scanning.” – Dr. Jean Turner
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Service Chat for HR Solution Center A 2019 SUCCESS STORY Overview As we were attempting to innovate and build out a successful Service Desk for our HR solutions center. Our SD and XT admin team in coordination with our Service Desk management team suggested that one way to improve the workflows for HR solution center would be to implement this product for them. This project is to improve our HR Service Desk communication efforts and assist them in streamlining the relationship between HR and our employees throughout the organization. HR now has the ability to utilize a live chat service from Service Desk. Bill Campbell and Jane Moreau worked with our Ivanti partners to set up an entirely separate module that can be utilized by all employees to access HR assistance.
Details The team was able to customize an entirely separate module that is accessed through our Self-Service tiles in the Service Desk application. The team had to examine the existing code for our current IS Chat Service and migrate it over to the HR module. This process became very time consuming and was delicate in nature to get this product to work correctly. The team built the new forms and attributes for this module and this all had to be done after hours for this to not cause latency in our live environment.
Accomplishments The SD and XT team worked tirelessly on accomplishing the implementation, working through the numerous issues from the vendor. The vendor was not entirely sure it was possible to develop 2 separate modules, but Bill and Jane were able to coordinate and work through all of the issues while suggesting ideas on how this could be accomplished. One of those issues was to modify the java script code to control the output of the data so that the module could work entirely separate from our IS Service Chat. Their efforts were solidified as we were able to implement this service for HR Solution Center.
Feedback
PHOTO
HR Solution Center manager Christi Bergeron as well as her leaders are extremely excited and appreciative that this feature is now available to them. They stated that this is very helpful in the communication and needed to be completed by the New Year to work in coordination with the new ASKMyHR SharePoint site. As we are currently on a legacy system the work that Bill Campbell and Jane Moreau did to build out this product for HR was superb.
PHOTO
PHOTO 96
Howard Cart Replacement Program A 2019 SUCCESS STORY Overview • • • •
2019 Approved Howard Cart Replacement Budget $1.5M Established new improved EPIC Standard WOW Cart Partnered will Dell and Howard to add features and lower costs Replace 220 WOW Carts in service for 8 years
Details • •
• •
Created WOW Cart Lifecycle Worked on new cart configuration o 24” Monitor for EPIC and Martti translation service Built-in speakers, mic and camera o 11.5 hour battery o Dual wireless antennas for CPU o Washable keyboard – easy disconnect o 5YR WTY cart, battery, CPU, monitor Established a new purchase process via Dell Established a new delivery process with Howard
Accomplishments 105 carts replaced in 2019. 115 scheduled for 2020 January/February • 5 - West Bank – new Respiratory Program • 81 - Northshore • 5 - Covington • 90 - West Bank • 39 - Main Campus
Feedback “We love the new carts. They allow for improved ergonomics while standing or sitting. Both the monitor height and work surface heights are adjustable.” “The carts using Martti are now easier to use and provide a more professional experience with built-in camera, speaker and mic.”
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IS Asset Management: 2019 Howard Cart Replacement Program Results!
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Learning Home Dashboards A 2019 SUCCESS STORY Overview Learning Home Dashboard came from a need for easier access to educational materials for our end users. Learning Home Dashboards provide easilys accessible links, tips and videos within the Epic Hyperspace setting.
Details Over the course of the creation of Learning Home Dashboards, representatives from multiple teams were invited to help design the layout, information and workflows. The project workgroup determined what materials should be present within the end users’ view, determined scope, how to categorize appropriate end user views, and found solutions to encountered issues. We used newsletters, Quick Tips, leadership meetings and one on one platforms to educate our end users.
Accomplishments • A successful Mid-Build Demo and Survey of IS Division employees and Super Users. • Post go-live workflows defined. • Epic now has an easily accessible dashboard for Ambulatory Nurses and Providers to access Quick Tips, Workflow Bulletins, Quick Start Guides, and Newsletters. • In addition to the normal educational materials offered, as stated above, a Tips & Tricks section has been added to highlight ideal tips for using Epic efficiently. It’s Possible Epic videos have also been added to the dashboard, allowing end users to view workflow options and reeducate on easy ways to use Epic. • Found solutions to be able to place videos within the Learning Home Dashboard. • Go-live December 21st.
Feedback • •
Optimization Rating: 8/10 Reviews Agree or Strongly Agree User Feedback: o “Looks amazing! Super excited about this dashboard, especially during upgrades.” o “Easier for users, looking forward to it!
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Microsoft News on Ochweb A 2019 SUCCESS STORY Overview The User Experience Team, in coordination with Leanna Weaver from Digital Marketing/Internal Platforms, replaced a third-party vendor that was used to create and publish internal news on Ochsner. The third party platform was replaced with Microsoft News Webparts, which allows the User Experience team full ownership in regards to updates, maintenance and daily functionality of internal news publishing. The vendor replacement also saved Ochsner around $30,000 annually. The full vendor replacement project was successfully implemented within a 90-day timeframe.
Details Carlos Castillo and Sai Thukuntla, with assistance from the rest of the User Experience team, have developed features utilizing Microsoft modern webparts and developed the coding on the backend for this innovative feature to be successful. This transition took a lot of effort and testing, as the User Experience team had to modify the webpart to fit into our current intranet environment. Additionally, in coordination with Microsoft, we were able to set up a feature called ‘audience targeting’ which allows Internal Communications to target news to different regions and job roles throughout the organization. This feature was a must-have by Internal Communications and sets the organization up for growth in the future. The team removed all vendor webparts and installed MS News in our dev and live environment. We have gone live with this feature with no issues and look to improve on this moving forward.
Accomplishments The accomplishments pertaining to this project are numerous. This project had to be completed in short notice as the Digital Marketing team was looking to end the contract with the vendor due to the high cost by end of this year. Our User Experience team developed the new modern webparts using Microsoft tools to replace the news portion on Ochweb. The seamless teamwork that took place to solidify this implementation was by far extraordinary. Our User Experience Team and Leanna Weaver were able to push and develop this to the finish line in a very tight timeframe. Ochsner Physician Partners and Ochsner Health Network were also utilizing the third-party vendor webparts on Ochweb. The User Experience team not only seamlessly transitioned to Microsoft News for Ochweb, but for these two partner intranet pages as well.
Feedback The Feedback from Digital Marketing and Internal communications has been tremendous. As we all know, Ochweb is our link to everything within the organization and the news on Ochweb is a very large part of communicating to all employees everything Ochsner-related. The User Experience and Internal Communications teams have already won two awards for their work and forward-thinking in regards to Ochweb: The Louisiana Hospital Association Pelican Award or intranet initiative (Quick Polls) and eHealthcare Silver Award for Best Intranet. This project is another example ofPHOTO how our teams have worked together to be innovative, and how the User Experience team has led the drive to implementation in a clear, effective manner.
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Cache re-platform to ECP A 2019 SUCCESS STORY Overview This project was a complete move of our current Epic “Operational Database” from a large single server to a “clustered” group of servers each of which has a specialized role. This was a major conversion of our Cache database platform to give us with a more standardized costeffective solution and enable us to scale to support Ochsner’s projected growth. Timing for this project was critical as the onboarding of the projected Shreveport workload would push us beyond the capacity of our current platform.
Details Move from proprietary “IBM Power” server hardware to standardized Intel servers. Move from proprietary “IBM AIX” operating system to RedHat Linux Move from Physical server hosts to Vmware virtual servers Convert all our “operational processes” from old platform to new platform. • High Availability • Disaster Recovery • Backup/restore • Nightly clones
Accomplishments Server utilization on the new platform is less than 50%, old platform was between 70% and 80% prior to migration. Completed the project on-time despite considerable hardware delivery challenges. Combined the go-live with one of our 3 annual DR drills to also migrate our “A” side Epic infrastructure to the new datacenter in Baton Rouge
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The Training Arcade A 2019 SUCCESS STORY Overview The Training Arcade is a platform that allows trainers to create and utilize game modules in employee training. IS Training uses it to create game modules for Epic applications, business productivity tools, Ochsner events and other IS teams.
Details A total of 30 games have been created by IS Training in 2019. 849 users played 1884 games.
Accomplishments EOY January 4-December 10, 2019 Total Group Users Sessions Ambulatory 75 178 In-Patient 630 1420 Revenue 4 8 Business Productivity 29 44 Ochsner Events 111 234
Feedback
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Users responded to the classroom evaluation question “Did you play a Training Arcade Game?” If the respondents answered “yes”, they were then asked if they agreed with the statement “The Training Arcade was helpful in my learning.” Respondents answered on a scale of 1-5 with 5 being “Agree Strongly.” There were 366 respondents and 260 answered “Agree Strongly” which is 71%. We are seeing favorable responses to the Training Arcade game.
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