Post on 28-Dec-2015
RIDING THE ROLLER COASTER OF
IMPLEMENTATIONS
Implementation!
Lynn OtaniOtani Consulting Group, Inc.AAHAM Winter Session
AAHAM - Otani Consulting Group, Inc. December 2014
Agenda
Getting StartedPast ImplementationsImplementation ProcessCase StudyAudience Experiences, Questions, Comments
AAHAM - Otani Consulting Group, Inc. December 2014
Implementations
Single Hospital and Central Business Office Automated Blue Card Writer** Automated Contract Manager System System Conversions
Corporate/Regional Level Patient Liability Calculator Patient Access Automated QA Developed Center for Patient Access Services Green Screen to web based fully integrated Patient
Access System Kiosks eTAR’s
AAHAM - Otani Consulting Group, Inc. December 2014
The Ups and Downs of Product Implementation
Step 1. The MOST important step….
AAHAM - Otani Consulting Group, Inc. December 2014
The Ups and Downs of Product Implementation
I. Define your needs, build statement of work
AAHAM - Otani Consulting Group, Inc. December 2014
The Ups and Downs of Product Implementation
I. Define your needs – Why?
If you do not know what your needs are, they will not be met.
AAHAM - Otani Consulting Group, Inc. December 2014
The Ups and Downs of Product Implementation
Define your needsMeeting 1Discuss product/process, issues with current product/processInclude:* Leader/Sargent at Arms* Note Taker IT Management Supervisors STAFF – Hands on users* Other departments that will be impacted
AAHAM - Otani Consulting Group, Inc. December 2014
The Ups and Downs of Product Implementation
Define your needsQuestions and expectations Will the system be automated? Where will the data come from? Where does the data need to go? Who will use the system? What if we do this? What if we do that? WHAT IS THE EXPECTED END RESULT?
After the meeting, SEND examples
AAHAM - Otani Consulting Group, Inc. December 2014
The Ups and Downs of Product Implementation
Get ready for the ride - everyone reacts differently and
wants something different
AAHAM - Otani Consulting Group, Inc. December 2014
The Ups and Downs of Product Implementation
Define your needs: Meeting 1 FOCUS Listen to all opinions FOCUS Identify Current Issues FOCUS Create a “wish” list Have snacks
AAHAM - Otani Consulting Group, Inc. December 2014
The Ups and Downs of Product Implementation
Define your needs – Follow Up Prioritize and Document List everything, positive and negative Meeting 2 - agree to disagree Re-prioritize Submit to group for final approval
AAHAM - Otani Consulting Group, Inc. December 2014
The Ups and Downs of Product Implementation
Develop ROI – Return on Investment Cost of the new process vs. Cost of the current process
Use: Ask association members/ex-co-workers/ friends/vendors for ROI samples Materials (eSignature) Staffing hours saved (eSignature/Kiosks/ Pt Liability Calculator) Compliance (eSignature) Additional payments received (Pt Liability Calculator/Kiosks)
AAHAM - Otani Consulting Group, Inc. December 2014
The Ups and Downs of Product Implementation
Approval to send RFP’s – Requests for ProposalsVendors?
Association members/ex-co-workers/ friends/vendors Conferences
Set RFP Submission Date Tabulate Responses Review responses with the group Determine Vendor Demo’s
AAHAM - Otani Consulting Group, Inc. December 2014
The Ups and Downs of Product Implementation
Statement of work to the vendor – Demo’s Do NOT let the vendor completely determine the demo or
timeline Set a limit on company background DO give the vendors specific scenarios with common and
complex issues, i.e. Eligibility – Medi-Cal Health Net CareMore outpatient
Medicare Hospice, Medicare Kaiser, LA Care, HMO/IPA OB eForm – COS requiring initials, COS with refusal to sign, Advanced Directive, Affidavits Pt Liab Calc – Give specific contract language to calculate
DO require live demo’s, no screen shots Allow 15 minutes of “free” time
AAHAM - Otani Consulting Group, Inc. December 2014
The Ups and Downs of Product Implementation
Demo Day! Who attends?
Leader/Sargent at Arms* Note Taker IT Management Supervisors STAFF – Hands on users* Other departments that will be impacted Executive Management Compliance
AAHAM - Otani Consulting Group, Inc. December 2014
The Ups and Downs of Product Implementation
Demo Day! Surveys
Must be completed after every demoSurvey takers must put name on the survey and
must complete all surveys to be counted
Do not consider cost when voting, vote based on functionality
Questions – Does Vendor understand our needs? Will product meet our needs? Can we customize the product? Comments
AAHAM - Otani Consulting Group, Inc. December 2014
The Ups and Downs of Product Implementation
Decision Making Review
Surveys RFP’s Pricing
Announce Decision
Return surveys and summary to the vendors
AAHAM - Otani Consulting Group, Inc. December 2014
The Ups and Downs of Product Implementation
PLAN, PLAN, PLAN Create the product with vendor
Build Rules Provide examples Provide more scenarios Review current processes Create new processes Schedule time/block off calendar
AAHAM - Otani Consulting Group, Inc. December 2014
The Ups and Downs of Product Implementation
TRAIN, TRAIN, TRAIN DO use the vendor trainers if possible Do NOT let them train alone Send trainers or lead”ers” (consider communication skills) DO have a management representative in each section to:
1. Answer operational questions 2. Provide Training for subsequent classes 3. Identify potential leaders or those who need additional training Have a trainer, train a class with the vendor trainer
present DO train with new processes if needed
AAHAM - Otani Consulting Group, Inc. December 2014
The Ups and Downs of Product Implementation
GO LIVE!!! Be Excited! Prepare the staff for the possibility, the product will
not work perfectly COMMUNICATE the issues reporting process to the
staff Set up one log to document and follow up on issues Schedule management, trainers and leads to “round”
to ensure that the staff is comfortable and using the product
AAHAM - Otani Consulting Group, Inc. December 2014
CASE STUDY
Patient Liability Calculator InstallationElements for Success
Reliable product Good hospitals
4 hospitals in Orange County Corporate Support Hospital Support IT Support Dedicated hospital installation support
AAHAM - Otani Consulting Group, Inc. December 2014
The product was not used
What happened?
AAHAM - Otani Consulting Group, Inc. December 2014
Recovery – Identify Issues
Follow up with users – not managers Slow Log On Procedures not listed ICD9 Challenge
AAHAM - Otani Consulting Group, Inc. December 2014
Recovery - Resolution
Solution Slow Log On - Process Procedures not listed - Build ICD9 Challenge - Training
Reselect hospital super users
Retraining with the vendor (negotiate)
AAHAM - Otani Consulting Group, Inc. December 2014
Tenet New Chain
Calculated co-insurance using DB, contracts, Excel and adding machine
CPAS and hospital users
No need to adjust incentive
Management support
Collected deductibles only
Hospital Users onlyDid not adjust
incentiveManagement
expectation of effort
Analysis
AAHAM - Otani Consulting Group, Inc. December 2014
New Process
Statement of Work* Analysis of current process Product Selection Demo’s and surveys* Identify and communicate changesTraining* Management Support and trainingGo-Live* Issues Reporting log to the staff
AAHAM - Otani Consulting Group, Inc. December 2014
Otani Consulting Group, Inc.
Lynn Otani(310) 346-1958lynn.otani@otaniconsulting.com
AAHAM - Otani Consulting Group, Inc. December 2014