additional training materials - south western communications super user traini… · additional...

Additional Training Materials

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TABLE OF CONTENTS

About South Western Communications 4Training PowerPointSlides 5-11My Profile Logging In for the First Time 12 Signing On Duty 13 Viewing Your Assignments 13 Going on Break 14 Signing Off Duty 14Making Staff Assignments PRIOR to an Upcoming Shift Procedure 1 15 Procedure 2 16 DURING a Current Shift 17Navigating PC Console Quick Access Tool Bar Icons 18 List View 19 Census View 20Nurse Console 21Clinical Scenarios Scenario One 22 Scenario Two 23Quiz 24

South Western Communications

About UsAt South Western Communications, our aim is to enable the highest ratio of patient outcome achieved per dollar spent by a healthcare provider. We deliver value by providing progressive technology solutions which enable a hospital to improve their “clinical process of care” and “patient experience of care.” We accomplish this with a firm commitment to a high performing account and project management, which is supported by a local, well trained technical staff.

SWC enriches lives by providing integrated electronic solutions and services with progressive technologies that enable our customers to optimize their mission-critical processes.

• Integrity: We seek integrity in all interactions and are committed to the highest level of ethical conduct wherever we operate. • Respect for People• Customer Focus• Continuous Improvement• Community Involvement

SWC Mission Statement

Core Values

Super User Training Overview

As a super user, you need a thorough understanding of Responder 5 and how the software is used for workflows in your facility and respective unit in order to conduct end user training. You also need an understanding of how to best support end users during go-live. Utilizing Responder 5 with other hospital systems creates the total integration of a Clinical Communications System designed to make hospital workflow and your job easier and more efficient. This requires nursing and staff input to define the objectives and touch points which will be instrumental to the system.

Your Role As a Super User

Responder 5 Software was built with healthcare professionals for healthcare professionals. The result is a system that’s easy for staff to learn, use and customize to the demands of their facility. Utilizing Responder 5 streamlines your workflow so that each step of your day from signing-in to work until final reports come in are managed with ease. Total systems integration with wireless phones, paging devices, tracking and system interfaces is designed to increase your time spent with patients and decrease time spent on repetitive processes.

Responder 5 Software and Total Systems Integration

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South Western Communications

• Providing Healthcare Solutions for 50 Years

• SWC is the Largest Rauland-Borg Nurse Call Distributor Nationwide

• Our Goal is to Make Your Job Easier

Hospital Introductions• Your Name• Your Staff level• Unit(s)

Training PowerPoint Slides4/4/2013

2

Understanding Your Super User Role• Super users are clinical experts who provide a valuable integrating

force when organizations introduce technology into practice. • As a super user you will:

– Facilitate an instructor-led class or a scenario-based training session

– Review training materials and practice scenarios– Serve as a go-to source of information– Provide support during Clinical Communications System Go-Live

• The key outcome of super user preparation and participation consists of a successful implementation and adoption of new technology by staff.

"I see and I forget, I hear and I remember, I do and I understand." – Confucius

Hands-On Training is Invaluable

Room Device & Nurse ConsoleDemonstration

• Patient Stations• Pillow Speakers• Auxiliary Jacks• Bath Stations

• Duty Stations• Staff Terminal • Nurse Console

Reference Material: Your Facility Workflow

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Overview of Responder 5 Applications

• System Demonstration• R5 Applications

• My Profile• Staff Assignments• PC Console• Administration

Use & Functionality of My Profile• First Time Log-On

• Change Password (Non-Active Directory Users)• My Preferences

• Select Home Unit• Set Passwords (Future Password Changes)

• My Status• On/Off Duty• Devices: Wireless Phones/Pagers; Location

Badges• Breaks

• My Assignments • View or Set Assignments

Viewing & Setting Staff Assignments• Future Assignments

– Searching & Selecting Staff Members– Assigning Bed/Rooms– Setting Wireless Devices

• Current Assignments– View or Set Assignments– View Staff Rooms and Wireless Devices– Clearing Staff “Off Duty”


3

Overview of Responder 5 Applications

• System Demonstration• R5 Applications

• My Profile• Staff Assignments• PC Console• Administration

Use & Functionality of My Profile• First Time Log-On

• Change Password (Non-Active Directory Users)• My Preferences

• Select Home Unit• Set Passwords (Future Password Changes)

• My Status• On/Off Duty• Devices: Wireless Phones/Pagers; Location

Badges• Breaks

• My Assignments • View or Set Assignments

Viewing & Setting Staff Assignments• Future Assignments

– Searching & Selecting Staff Members– Assigning Bed/Rooms– Setting Wireless Devices

• Current Assignments– View or Set Assignments– View Staff Rooms and Wireless Devices– Clearing Staff “Off Duty”

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Break Time

15 minute break

Hands-On LearningSCENARIOS PROVIDED IN TRAINING MANUAL

Staff Assignment Questions

Use & Functionality of PC Console• Quick Access Toolbar Icons

• Send Text Messages• Set Services

• List View• Staff Members: Customized Filters• Active Calls Only• Active Service Requests

• Census View• Bed List By Room Name• Staff Assignments


4

Break Time

15 minute break

Hands-On LearningSCENARIOS PROVIDED IN TRAINING MANUAL

Staff Assignment Questions

Use & Functionality of PC Console• Quick Access Toolbar Icons

• Send Text Messages• Set Services

• List View• Staff Members: Customized Filters• Active Calls Only• Active Service Requests

• Census View• Bed List By Room Name• Staff Assignments

4/4/2013

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Hands-On Learning

SCENARIOS PROVIDED IN TRAINING MANUAL

PC Console Questions

Use & Functionality of Administration• Role Based Security

• Creating/Changing a New User Role• Users

• Unlock Users• Add New Users• Edit User Information

• Assign Role/Staff Level• Permanently Assign Devices

• Devices• Add New Devices

• Text Messaging• Add Tag Messages: To Appear in PC Console

Hands-On Learning

Administration Questions


5

Hands-On Learning

SCENARIOS PROVIDED IN TRAINING MANUAL

PC Console Questions

Use & Functionality of Administration• Role Based Security

• Creating/Changing a New User Role• Users

• Unlock Users• Add New Users• Edit User Information

• Assign Role/Staff Level• Permanently Assign Devices

• Devices• Add New Devices

• Text Messaging• Add Tag Messages: To Appear in PC Console

Hands-On Learning

Administration Questions

4/4/2013

6

Staff Terminal Overview• Generic Demonstration of Functionality

• 1 Predetermined Workflow Demonstrated• Interactive PowerPoint Presentations

per Area• Self Guided PowerPoints are located on

the flash-drive provided with your training manual

Staff Terminal Overview

Additional Questions and Answers

Quiz


6

Staff Terminal Overview• Generic Demonstration of Functionality

• 1 Predetermined Workflow Demonstrated• Interactive PowerPoint Presentations

per Area• Self Guided PowerPoints are located on

the flash-drive provided with your training manual

Staff Terminal Overview

Additional Questions and Answers

Quiz

4/4/2013

7

Go-Live Anticipated Issues • Be prepared to Address the following:

• Add Users to the System• Add Devices• Change Staff Levels/Access Levels• Notification of R5 Icons Missing on Desktop • Device or Processes Not Functioning

Properly

1. Double click on the Responder 5 desktop shortcut

Logging In for the First Time

2. Active Directory will log you into the Responder 5 system. Your system is designed for log-in according to the following specifications:

4. Click on the “My Preferences” Tab.

5. Set your Default Screen to “My Profile” and “My Status”

Upon your next log-on you will be directed to the My Status screen for quick and easy log-on.

6. Select the Default Unit/Team you work in.

7. Click “Save”

3. Click on the “Log In” button.

My Profile

My Profile

Signing On Duty1. Double click on the Responder 5 desktop shortcut.

2. Click the “My Status” tab (if not already elected this as your default screen.)3. Enter the wireless phone number and/or any other devices.4. Select “On Duty” next to the unit and teams you’re assigned.5. Click “Update.”6. To exit, click the door icon in the upper right corner.

Viewing Your Assignments1. Click on the “My Assignments” tab2. Verify the correct Unit/Team drop-down box is selected.3. Your initials should appear under each of the rooms you are assigned. 4. To exit, click the door icon in the upper right corner.

EXIT ICON to leave My Profile screens.

My Profile

Going on Break1. From the “My Status” panel click on the down arrow next to the 5 Minutes box and

select the amount of time you will be away from the unit.

2. Click on the drop down next to the unit you will be going on break from and

select the staff member who will cover your assigned patients.

Only your current assigned units will be displayed.3. Once your coverage is elected click “Go ON BREAK”

4. A message will be sent to the wireless phone of the staff member you have

elected to cover your patients. This will start the timer and your break begins. NOTE: At the end of the expired time, all calls immediately revert back to YOUR wireless phone. You will not need to sign back into your shift.

1. Log back into Responder 5 by clicking on the desktop shortcut.2. Click the “My Status” tab. (If you have not already elected this as your default screen.)3. Select “Off Duty”4. Select “Update and Exit”

Signing Off Duty

Making Staff Assignments Procedure 1

1. Click on the “Future Assignments” tab

2. Ensure the appropriate Date, Unit and Shift are displayed.3. Selecting staff members a. Select staff member name in the far left column OR b. Use the Search Box to quickly search for staff using first or last names. 4. Highlight the appropriate staff member by clicking on their name or staff level5. Once the name is highlighted click in the call stop or staff level box of the room where the staff will be assigned. 6. List ________ in the 1st box, ________ in the 2nd box, and _________ in the 3rd box.

7. Click “Accept” after any changes or additions have been made.

8. Click the “Current Assignments” tab and select “x Clear All”.

a. A system prompt will ask if you want to remove all staff from beds. Select “yes”.

b. A system prompt will ask if you want to take all staff off duty. Select “yes”.

9. Click “Accept” to save all changes.

10. Return to the “Future Assignments” tab and perform the following procedure for

EACH staff member a. Double click the staff member’s name in the Staff Directory Pane.

b. Select “On Duty” and then close the staff member’s box.

c. After closing the individual staff member’s box, the assignment will move from “Future Assignments” to “Current Assignments”

11. Once all staff members are on duty click “Accept” to save and navigate to the “Current Assignments” tab.12. You must enter the wireless device for each staff member by double clicking their name and entering their device number in the box provided. Close the box after this function has been performed for each staff member.13. Click “Accept” to save all changes.

Making Staff Assignments Procedure 21. Click on the “Future Assignments” tab

2. Ensure the appropriate Date, Unit and Shift are displayed.3. Selecting staff members a. Select staff member name in the far left column OR b. Use the Search Box to quickly search for staff using first or last names. 4. Highlight the appropriate staff member by clicking on their name or staff level5. Once the name is highlighted click in the call stop or staff level box of the room where the staff will be assigned. 6. List ________ in the 1st box, ________ in the 2nd box, and _________ in the 3rd box.

7. Click “Accept” after any changes or additions have been made.

8. Click the “Current Assignments” tab and select “x Clear All”.

a. A system prompt will ask if you want to remove all staff from beds. Select “yes”.

b. A system prompt will ask if you want to take all staff off duty. Select “yes”.

9. Click “Accept” to save all changes.

10. Individual staff members will log-in using the procedures outlined in My Profile Signing on Duty. See page 14.

Making Staff Assignments or Changes DURING a Current Shift

1. Click on the “Current Assignments” tab.2. Adding room assignments a. Highlight the appropriate staff member by clicking on their name. b. Once the name is highlighted select the rooms to which they will be assigned. c. Hit “Accept” to save changes.

3. Removing room assignments a. Double click staff initials in the call stop boxes b. Staff initials will disappear from the room assignment c. Hit “Accept” to save changes. 4. Removing staff from duty a. Double click the appropriate staff in the Staff Directory Pane b. Once the staff member’s box expands select “Off Duty” and close the box. c. This will remove the staff member from all current room assignments. d. Hit “Accept” to save changes.

Navigating PC Console

Quick Access Toolbar Icons1. Click the Light Bulb icon to set services a. Select the “Room/Bed” b. Click on the “Assigned Care Giver” c. Choose the message you wish to send or create a custom message d. Click the “Set Service” link to send a message which lights the appropriate color on the dome light e. Click the “Call Complete” button to close the Room/Bed detail window f. Your service request is now complete

2. Click the Wireless Phone icon to send text messages a. Click the appropriate “Unit/Team” b. Select the Staff Name(s) you would like to message c. From the drop-down select the appropriate message or create a custom message d. Hit “Send” to send your text message


List ViewStaff Sort SelectorAllows you to easily sort staff via filtersFor facilities utilizing Staff Location Badges, the current staff location is displayed to the far right of the staff member’s name

CallsOnly Active Calls are displayed in List View

ServiceOnly Active Service requests are displayed in List View

Call PriorityDirectory Selector

Sending Text Messages in List & Census View1. Double click the staff member you want to message2. The staff member’s drop down box will appear3. Click “Phone” or “Pager” to select the device4. Choose the message you wish to send or create a custom message5. Click “Send” and the message will be sent to the staff member’s wireless device


Census ViewStaff Sort SelectorAllows you to easily sort staff via filtersFor facilities utilizing Staff Location Badges, the current staff location is displayed to the far right of the staff member’s name

Bed List By Room NameDisplays all floor happenings including Staff Names, Wireless Devices and Room Numbers

Nurse Console

(1) Handset : As with any conventional phone, you’ll use the Handset to communicate with callers.

(2) Speaker: The Speaker is located beneath the Handset and is used in conjunction with Push-to- Talk operations.

(3) Volume Control: Use the Volume Control to increase or decrease Handset or Speaker volume. (4) Push-to-Talk Control: Use the Push-to-Talk Control to initiate hands-free communication, Control the direction of communication and/or answer an incoming call.(5) Display: You’ll be able to view calls and various system error messages.(6) Function Selector Keys: Use the Function Selector Keys to choose from multiple functions appearing within menus. The console supports a maximum of 32 functions across a maximum of 8 possible menus.

(7) Menu Scroll Keys: Use the bi-directional Menu Scroll keys to view and move between

additional menus (when present). Each menu is comprised of up to 4 function indicators.

(8) Dialpad: Use the Dialpad to dial numbers.

(9) Bed Key: Use the Bed Key to add bed designations to dialing numbers.

(10) Cancel Button: Use the Cancel Button to end most operations.

(11) Line Selector Keys: You’ll use the Line Selector Keys to select any associated line.

(12) Line Scroll Key: You’ll use the bi-directional Line Scroll Keys to view and move between staked calls as well as view other informational lists.

Button Functions

CLINICAL SCENARIOS

It’s one hour before shift change and you have just been handed your units upcoming assignments.

a. Log in and select your appropriate unit.

b. Please complete staff assignments for a total of 4 rooms, including all appropriate staff levels.

c. Using the same staff you’ve assigned to the 4 rooms above, put these staff on-duty and assign all applicable devices. (Procedure 1)

d. It’s now time for your break. Using Responder 5 application set your break and ensure the proper coverage is added.

Scenario One

Scenario TwoDuring your shift you will need to navigate the PC Console to find the following information:

a. The Charge Nurse has asked if any staff members are on break. Please find this information and let her know how many staff members are currently on break.

b. Send a text message to a fellow staff member.

c. A patient’s family member comes to the desk to request pain medication. Set a service for this request.

CLINICAL SCENARIOS

Clinical Communications System Comprehensive Quiz

1. While working your shift, a staff member states she is not receiving any patient calls. How would you check to ensure this is not a Clinical Communications System issue?

2. Pick two staff members to put on duty and assign the appropriate wireless devices.

3. One of your staff members has a family emergency and needs to leave immediately. Please redistribute their room assignments.

4. Put yourself on break and ensure your patients are covered.

5. Set your Directory Pane to only include staff members currently On Duty.

6. Complete staff assignments for two rooms, including appropriate staff levels.

7. Send a text message to your entire unit.

8. A patient’s family member comes to the desk to request pain medication. Set a service for this request.

Log-On Responder 5 to Complete the Quiz

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