Learning from and engaging patients/families during the implementation of a new medical record system.

Abstract

66 Background: Dana-Farber Cancer Institute implemented a new medical record system to improve clinical and revenue cycle services. Through the formation of a Patient Experience (PX) committee we thoughtfully and methodically revised materials and processes putting patient and family perspectives first. Methods: Formed PX committee with PFAC members, executive leadership, Patient/Family Relations (PFR), Volunteer Services, Management operations, and Quality/ Patient Safety representation. Created and vetted plan for measuring and mitigating patient experience/satisfaction during a hospital-wide EHR roll-out. Involved patient and families in every committee meeting; presented with plans and ideas for their input and approval before implementation and updated post. Deployed volunteers (composed of former/current patients and families) in increased numbers during system roll out to help patients navigate changes in hospital processes, to answer questions about the roll-out, including wait times. Staff/Ambassador rounding implemented for month 1 of roll out to gather real-time patient concerns. Manager, director or nurse leader were involved in the completion of every service recovery. Modified communication tools, volunteer and staffing patterns, and service adjustment plans. Identified and prioritized patient satisfaction questions for longitudinal analysis. These questions and associated personal comments were tracked and presented as Institutional success metrics. Results: No formal filing of patient or family complaints related to this implementation. Service Recovery costs were minimal. Volunteer Services facilitated a 33% increase in volunteer hours from same time period the previous year. Patient Satisfaction scores for the outpatient service saw one month positive impact, followed by one month negative impact followed by recovery to normal. Conclusions: Working with patients and families to ensure a seamless and smooth roll-out of a new EHR is imperative. Implementation is felt by patients as work flows for all hospital employees are impacted by initial utilization of a new system. The impact of implementation to patients was mitigated through work done by our committee.