Question #5: End User Training

NGHN provides a series of trainings for our customers to prepare them to conduct their final end user training. The first training module NGHN provides is EHR Introduction Training. The objective of this 2 day training is to introduce NGHN templates and functionality and navigation in the NextGen environment to the customer EHR project team. It is also designed to enable customer staff to test and practice in their environment in preparation for End-User Training and Go-Live.

The second training that NGHN provides is a Trainer Workshop. The intended audience is the customer’s EHR project team and trainers who will be responsible for conducting their end user training. The objective of this 2 day training is to review any necessary training content, develop training agendas and to determine action items to be completed in preparation for the customer’s End-User Training.

The customers also participate in the required NextGen vendor trainings on the EMR application and configuration of the system.

NGHN recommends that customers administer a computer skills assessment to their staff prior to end user training to determine which staff may need additional training or support. NGHN maintains a library of sample documents from customers as well as documents that NGHN has developed, and it includes several samples of computer skills assessments. (If anyone is interested in a copy of assessment tool that NGHN developed please contact me.)

The final step in the training process is for customer trainers to prepare for their end user trainings. Customers typically provide 2 day training for their end users at a training facility several weeks prior to the go live date. Each customer then schedules a mock clinic at the clinic location itself just prior to the go live. Customers have found that this mock clinic provides much more value than additional time in the classroom. This is the best opportunity for clinic staff to see exactly how a patient visit will flow in EMR and how paper processes have been translated into electronic ones.

The following is a list of training strategies gathered from best practices by NGHN customers:
-Have dedicated training staff adept at both computer and clinical training components
-Having a clinical trainer creates more buy in from clinical staff; and allows staff to ask questions about clinical documentation
-Provide training to both clinical and non-clinical staff together so they better understand the roles and responsibilities of all clinic team members
-Include workflow in training; including check-in and check-out and how to troubleshoot charges between EMR-EPM
-All clinic staff should complete 16-20 hours of classroom training prior to go live
-Train end users 2 weeks prior to go live
-All clinic staff should practice after training for a minimum of one hour per day prior to go live, in addition to a full day mock clinic.
-Keep track of practice time.
-Schedule structured practice labs away from clinic site.
-Train extra staff to be able to fill in at EMR clinic site
-Offer additional trainings for job specific roles: IT help desk; billers
-Utilize super-users, core users, mentor trainers (both licensed and non-licensed) for training and clinic support
-Pair a non-EMR Center Manager and Lead Clinician with a clinic that is live prior to their end user training for their training and review of systems that will need to be put in place
-Use an EMR staff proficiency checklist after training during pre-go live (during practice time), then 2 weeks after go live; then 6 weeks. Include in regular annual evaluation.