malaffi on wheels (mow) initiative · malaffi on wheels - mow a summary of the project and its...

Malaffi on Wheels (MoW) Initiative

2 Best Project Award - Innovation Idea 2017– Malaffi on Wheels

Best Project Award in Innovation Idea

Email Mobile Name #

[email protected] 0504939587 Nibal Abouras 1

[email protected] 0505163904 Subhash Reddy 2

[email protected] 4967756055 Karunakaran Ramanaathan 3

[email protected] 702229303 Raja'a Al Dahdouh 4

[email protected] 702209903 Eiman Al Shamsi 5

[email protected] 702231803 Vikas Ramanna 6

[email protected] 037023534 Maria Charisma Lopez 7

[email protected] 037023690 Mohamed Sheik Dhawood 8

[email protected] 037022513 Maher Husni 9

[email protected] 0 7022444 Hakimuddin Jiwa Khan 10


Content

4TMain Information4T -------------------------------------------------------------------------------------------------------------------- 4

4TThe first criteria: Study and define project objectives4T --------------------------------------------------------------------- 5

4TThe second criteria: Project Team 4T ---------------------------------------------------------------------------------------------- 10

4TThe third criteria: Resource Management and Control4T ------------------------------------------------------------------- 11

4TThe fourth criteria: Risk Management and Project sustainability4T ----------------------------------------------------- 14

4TThe fifth criteria: Project execution4T -------------------------------------------------------------------------------------------- 15

4TThe sixth criteria: Results 4T --------------------------------------------------------------------------------------------------------- 17

4TGlossary (optional) 4T ----------------------------------------------------------------------------------------------------------------- 23


Main Information

Project Name

Malaffi on Wheels - MOW

A summary of the project and its reasons (15 lines maximum)

Malaffi on Wheels is a reach out program to clinical areas to support the on-going users learning process and enhance

EMR adaption improvement objective, frequent visits are scheduled in a weekly bases to different areas in the hospital.

Our objectives are to enhance transparency and promote honest and direct feedback at users’ level, and empower

Health care providers and System users to break down silos and build bridges to strengthen communication, provide

clarity, education and direct answer to system related questions and problems. Each and everyone’s points of view are

freely expressed, listened to and safe from judgment and repercussion.

Simply “Solve Problems and Stop them Before They Happen”.

Additionally follow up number of issues and gaps such are training and denials which was significantly reduced.

Department (section):

IT Department/ Malaffi/Health informatics.

Project Manager (Name and designation):

Nibal Abouras – Clinical System Analyst- Al Ain Hospital

Main members of the project team (Name and role)

Email Mobile Role Name

[email protected] 0504939587 Clinical System Analyst Nibal Abouras

[email protected] 0505163904

Senior Physician

Application Analyst

Subhash Reddy


Application Support

Analyst

Karunakaran Ramanaathan


Support Application

Analyst

Raja'a Al Dahdouh


Senior Application

Analyst

Eiman Al Shamsi

[email protected] 702231803 Malaffi Site Manager Vikas Ramanna

[email protected] 037023534 Senior Pharmacist Maria Charisma Lopez


Assistant Claims Officer,

Revenue Development

Mohamed Sheik Dhawood

[email protected] 037022513 Senior Charge Nurse Maher Husni

[email protected] 0 7022444 -Physician Hakimuddin Jiwa Khan

Project Starting Date October 2016

The person who can be contacted in with any issues related to the project submission :

Email Mobile Telephone Name

[email protected] 0504939587 037023613 Nibal Abouras


UThe First Criteria: Study and define project objective

1. Identify and set goals and project document

Project Goals are set and determined to matches and satisfy SEHA Strategic plan 2016-2020 (Appendix 2):

Projects Goals:

Provide direct answers for system related questions from the application specialist and subject matter

experts.

Provide hands on training on specific areas defined as training gaps.

Answers to frequently asked questions.

Provide tips and shortcuts.

Setting favorites and end-user preferences

Re-enforce Specialties specific system/workflows / documentation and Policy.

Provide support for different machines interface.

Attend end-users concerns and issue in documentation and new Malaffi changes.


2. Project Plan and Execution

Malaffi on wheels initiative is a proactive way of support, by approaching system end-users in their working place

to come across their issues and questions about Malaffi system and other technical issues that they may

experience.

Some of our project triggers is that we have found users are tend to find work around for their system issues that

may not matches operation workflow which prolong their time using the system and withdraw them from patient

care, other area of improvement is that users have difficulties catching up updates and system changes send by

emails or discussed in meeting, which drag the attention to the important to improve communication channel and

close the gap of communication by updating users within their real time of system usage which in turn enhance

users participating in providing feedback and reduce challenges of not able to express their concerns in Talabi

request or email.

Malaffi on Wheels visits schedule are arranged and determined by the project lead to cover all hospital clinical

areas and units and ensure each department will get a visit by Malaffi team at least once every month.

Objectives of each visit are determined based on a specific targeted unit requirement that might be

training, technical or workflow or can be a general knowledge and information about system usability,

troubleshooting or compliance of specific operational workflow and policy.


Based on the overall Implementation strategy of Electronic medical record system (Malaffi) we have believed on

the importance of staff buy-in and involvement. As people come with different backgrounds, frames of reference,

experience with technology and comfort with change. users never start from the same place and they move

through the ongoing change process at different speeds, and they require understanding of their fears, needs,

hopes, and their reactions to the challenges that impact their ability to perform, here where Malaffi on Wheels

came in place to address and cover all those Aspects to achieve the goal of sustainable results, growth, and

organizational vision.

3. Develop an organized and comprehensive plan for internal and external communication

Communication and introduction email about the Malaffi on wheels visits and schedule was sent to all hospital

staff to ensure awareness and readiness with questions and issues they want to raise to the team.

Management made aware of the initiative to support, re-enforcement and compliance of defined workflows and

process.

All changes that are applied to the system are communicated through an announcement email sent to

targeted group of clinician to those who the change may impact, which gave them the chance to communicate

and reply back if they have any question or clarification on the implemented change, in the other hand those

changes are also uploaded to the hospital intranet (portal) to allow users to go back any time to review and

understand the concept of the change.


Changes requested and applied to Malaffi System are going through an SEHA

Enterprise agreed process, which is defined in the following diagram:


4. Develop a quality assurance plan

Issue log record is maintained for all issues reported during the Malaffi on wheels visits, including education and

training provided to specific training gap or area of interest that required action of process correction and

compliance, all issues reported that require a third party or vender fix are logged in IT help desk system (Talabi)

which in turn notify concerned user/staff of the action been taken to fix his/her issue. If any changes that are

proposed by end-users and approved by the Inter-user committees, the Project lead is responsible for

communicating the changes to concerned group of end-users.


The Second Criteria: Project Team

Project team consist of Malaffi team who are the subject matter expert in the Malaffi applications that been

utilized by different clinicians such as physicians, nurses, allied health practitioners, Pharmacists and number of

administrative staff. Project lead

Is responsible to communicate the visit schedule with the selected clinical area manager/ in charge, determine the

list of issues and agenda to be discussed with the concerned department and staff, additionally maintain the issue

log record and ensure issues that not been resolved and require vender support are logged through Talabi system

and assigned to appropriate resource.

Other involved Malaffi team members who may not present during the visits, but have a specific application

question and issue: are responsible to contact end-users of their specialty and follow up on items and issue raised

during the visit.


Third Criteria: Resource Management and Control

1. Manage financial resources related to the project

Project was initiated and managed using the current resources and man power, existing devices and

equipment was utilized to demonstrate data and processes of the specific visit objective.

2. Manage and direct knowledge resources and identify a systematic and comprehensive plan

Resources assigned and managing the scheduled visits are Malaffi team who are the subject matter expert in

system design, trouble shooting and knowledge of Malaffi system capabilities to accommodate new/proposed

process or function requested by end-users.

At the first stage of the project, we have the targeted the groups of direct patient’s health care providers from

physicians, nursing and Allied Health users, and the ongoing plan is to extend this to other Malaffi users from

Pharmacy, Registration and administrative teams.

Malaffi system consists of at least 15 applications and functionality that are currently utilized by the hospital

clinical staff which require appropriate support and knowledge resources allocation, and within the first stage

of the project we have resources defined who are able to cover more than 7 applications and specialized

functionalities.

3. Manage and direct suppliers :

Project sustainability plan is maintained by ensuring all provided information are accessible to all system users all

the time either by sharing and uploading reference guides to hospital Intranet portal or provide printed guide to

user in their work place:


4. Assure optimum Resources use

Additionally to the Malaffi team members, number of Malaffi super users who were involved in the system

implementation were empowered during the visits and helped to communicate knowledge to all unit staff and in

turn they report issues to Malaffi team either through Help desk system (Talabi) or direct contact by phone or

email.

All Malaffi system changes that are communicated by emails are also uploaded to the hospital intranet (portal, in

addition to Malaffi Insight website that contain all Malaffi system training guides and training which staff can refer

to self-learning and education.


Fourth Criteria: Risk Management and Project sustainability

Risk management plan is maintained and tracked by the project lead with the appropriate mitigation and action

plan to minimize effect of the project progress, number of risks are identified as per following table:

Also refer to Fifth Criteria, point # 2 for the details on Project sustainability.

Risk Description Category Probability Impact Risk Response Status Owner

Limited Malaffi Resources Management

Likely Moderate

Determine the visit

objectives based on

resources available.

Open

Malaffi

Management

Unavailability of users in

the clinical area specially

physician

organizational Likely Moderate Schedule the visit

with consideration of

physician round time

and availability in the

unit

In progress Team members

Unable to accommodate

certain requested change

in the system

External May not occur Minimal Provide alternative

option to run the task

through available

system functionally

In progress Team members


Fifth Criteria: Project Execution

1. Develop a system for Managing Records and project activities and assure Document support and

operation execution, Control, review, update and develop solutions and preventive and corrective

action

Issue and visit record is maintained to track all activities captured during the visit wither it was training, question or

issue that require a service request to go to Cerner for a fix, issues that are not resolved on site are logged in the

Talabi IT support system maintain the communication cycle with the concerned user who receives the notification

in her/his email on the progress of the raised issue till closer and fix.


2. Develop a comprehensive plan or methodology to close the project including all aspects of the project

Malaffi on Wheels is an ongoing project that getting upgraded to different level of support to be extended to all

other groups of Malaffi system users and Applications such as pharmacy, and registration (ESM, ERM) utilizing the

Malaffi Pharmacy and registration support resources from Malaffi team to be available during the future scheduled

visits to respected area.

Methodology used in the project will ensure defining the system user requirement of any Malaffi system

application utilized in the organization, design the visit to respected area and monitor results and follow up

compliance:


Results Sixth Criteria:

• Project KPIs and results:

• Provide Education and learning to improve Health Care services:

Over the last 11 month of the project, we have 63 visits to different hospital clinical areas and recorded more than 70

issues logged varied between training, compliance and change request, some of those issues resolved on site during

the visits and other had required to go through a change process:

Number of System clicks also shows improvement which in-turn improve Patient care by having users focus on patient

need, by analyze the data based in Cerner Advance Health System to look at high opportunities across all venues

Facilities/Specialties/Physician peers. We identified that Order set were bleakly utilized and targeted an Endocrinologist to

start using the Power-Plan for the patient he sees, so that Insulin protocol is appropriately implemented Adaptation was

good and we found that the user standard using the order-set.


Care Advance–Lights on Network

Additionally system usage alternatives tips provided during the visits did add value in saving users time on the

system.

One of the training gap identified was utilizing ECG functionality in Malaffi System using interfaced machine which

required class room training session scheduled over 3 months to cover all nursing staff,

7

13 9

28

10

19

05

1015202530

OCT NOV Dec jan feb mar

Insulin orderset usage Q3 2016 and Q1 2017


• Improve staff Satisfaction and engagement and enhance communication:

Malaffi on Wheels Initiative focus on staff, therefore, we were much concerned to hear staff feedback, Survey has

been conducted and sent to hospital nursing and physician groups and returned with 80- 90 % positive response on

the effective of Malaffi on Wheels visits and the important to continuity this initiative. This survey was conducted for

the period of time from August to October 2017.

Based on the same survey, > 50 % of staff do agree that getting support by the team on their working place enhance

the communication process and help optimizing their experience with Malaffi System especially when they had the

chance to explain and show their issue to the support team that was not easy by raising request or email.

Reduction of Denials and insurance issues: Based on the report received from Revenue Cycle team on the number

of claims and denials issues they experience due to staff noncompliance to designed system process and workflow,

they have returned a positive result after attending all the raised issues and communicate the correct workflow and

process with the concerned group of staff.


Team KPIs and results:

Over the project time, team were able to attend and meet around 500 staff from nursing and physicians group and

recorded number of issues that required Vendor support to perform the required changes that optimize system

usability and adoption:


One of the issues reported that required correction to adhere with policy and JCI requirements is to add additional

section to Time out form:

And these added a value for the whole team when system design matches JCIA requirements and get our

organization accreditation.


• Project Effect Indicators

Number of issues been closed: 70 issues were recorded that varies from training, Technical and new proposal

/change that require build in the system and more than 60 issues are closed.


Glossary (optional)

Appendix 1

Appendix 2:


Appendix 3:

Abbreviation:

Malaffi On Wheels MOW

Enterprise Registration Management ERM

Enterprise Scheduling Management ESM

Revenue Cycle Management RCM

Electrocardiogram ECG

Positive patient Identification PPID

Out Patient Department OPD

Coronary Care Unit CCU

Intensive Care Unit ICU

Emergency Department ED

Labor and Delivery L&D

Neonatal Intensive Care Unit NICU

Operation Theater OT

Obstetric OB

malaffi on wheels (mow) initiative · malaffi on wheels - mow a summary of the project and its...

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