Side-by-side with your team, establishing and executing the plan with precision.
Santa Rosa’s Activation Solutions utilizes a three-phase go-live support methodology that powers a proven, replicable and scalable process that enables our team of professionals to work closely with yours to plan and execute a highly successful EHR or system go-live. Our key differentiators provide distinct value and benefits.
PHASE 1: PLANNING
The success of any go-live is driven by effectively developing and executing a comprehensive and adaptable project plan. Our approach to this phase of the project is unique to Santa Rosa and lays the foundation for a successful project. Santa Rosa’s dedicated, experienced Operations Team works with you to develop a tailored project plan beginning with our Onsite Assessment. We don’t charge for this planning as it is Santa Rosa's investment in our shared success.
We start by validating headcount assumptions and expense estimates. Our team shares a go-live assessment document that will drive the scoping and coverage plan to help ensure the appropriate coverage for all areas impacted during the go-live. Based on your input, we finalize our sourcing strategy, schedule and logistics plan as well as the training and orientation plan.
Weeks in advance of go-live, our Operations Team walks through the affected sites with you and overlays our extensive experience to build a rock-solid foundation for go-live success. We help validate important workflow initiatives as well as assess and reinforce the needed educational materials. We also assist with hardware validation, testing plans and required third-party integration. We work closely with you to define the necessary level of Service Desk integration. This valuable information and insight enable us to tailor a resource plan to your organization’s unique environment and situation. Our team does all of these manual, but critical, activities to invest in your go-live success while your team stays focused on the last minute build and implementation issues.
Santa Rosa’s proprietary Activation Solutions Management tool constantly maintains detailed information on all our resources with various training and activation skill sets. Our 5 Star Ranking Evaluation and 5 Gate Screening Process is the cornerstone of our vetting process. We understand fully that success begins and ends with the highest quality people working at-the-elbow with your personnel.
Our resources are ranked by our proprietary 5 Star Ranking Evaluation and have previously supported Santa Rosa implementations in multiple capacities (training, scheduling conversion, personalization labs, help desk, go-live and optimization). This gives us the most capable and proven team of activation professionals in the business in terms of skill-set knowledge, technical knowledge, professionalism, reliability, responsiveness and attitude. In addition, because our database maintains such critical and relevant data, we are able to target our usual resources, based on the client, project and engagement requirements.
Should the project require additional resources, Santa Rosa will launch our 5 Gate Screening Process. This process is for qualified consultants that have not worked for Santa Rosa in the past but have a proven consulting background. Our process includes an EMR skills validation screen conducted by a Subject Matter Specialist via Skype Screening as well as an onsite test to validate module specific skills. To further clarify, this process will only be used for new Santa Rosa resources not previously engaged on a Santa Rosa go-live project.
This entire process allows us to successfully staff engagements with our highest ranked resources by matching Santa Rosa resource skills and expertise to our clients’ project requirements. It also allows us to quickly mobilize additional resources when unforeseen needs arise. Santa Rosa does not subcontract to other companies to help meet our client’s resource needs, even for the largest and most complex go-live events.
Proper, and flexible, schedule development is essential to directly match the skills of a specific Santa Rosa team member with the required EHR knowledge needed to support your clinicians successfully. Our Activation Solutions Management Tool facilitates this skill-set matching process to develop the most effective schedule, which is the foundation of the go-live event and is used by both Santa Rosa and the client’s project management team. As we move through the go-live event, Santa Rosa understands that daily flexibility in adjusting the schedule on-the-fly is essential, based on user adoption and additional needs.
Our Activation Solutions Management Tool also enables Santa Rosa to track client-specific HR requirements, i.e. immunizations, background checks, etc. This information will be customized to meet your specific on-boarding requirements and we can provide detailed reports to validate compliance.
As part of our turn-key solution, Santa Rosa prepares a comprehensive logistics plan and coordinates all logistics throughout the course of the project. Additionally, our internal logistics team provides detailed expense plans for hotels, ground transportation and airfare. We use relationships with national hotel chains and transportation companies to help minimize expenses. We will also work with you to determine the most practical and cost-efficient transportation mode, assuring our associates timely and non-disruptive arrivals and departures from their assigned support areas.
For large go-lives, Santa Rosa knows coordination is essential. This experience includes each associate’s personalized detailed schedule and logistics plan, project badge (with picture), and client access badge. This orientation is provided at no cost by Santa Rosa’s Project Kick-off Team consisting of HR, Finance and Activation Solutions departments.
Santa Rosa will collaborate with your team to establish an effective orientation approach to position our experienced at-the-elbow (ATE) associates to successfully guide your users through the complexities of the go-live. All Santa Rosa ATE associates are proficient in the EHR skill-sets required and have supported multiple go-lives at multiple health systems. The first step is to understand the specifics of your EHR build that will drive any potential knowledge gaps during orientation; this includes orienting our associates on your unique culture and workflows.
Santa Rosa provides management for go-live support projects through three integrated teams; Delivery, Kick-Off and Project Management. The Delivery Team, led by seasoned Delivery and Project Managers, works behind the scenes to focus on logistics, financial reporting and resource management. The Kick-off Team will be on-site to facilitate all pre-go-live events, including orientation, to ensure a smooth transition to go-live day. The Project Management Team hits the ground at each go-live location and leads daily activities geared toward a highly successful activation.
Once the go-live event begins, Santa Rosa’s Project Management Team quickly adapts to real-time user needs using our Activation Solutions Management Tools. We can adjust and relocate resources in real-time while making sure that any changes made deliver the expected results by carefully matching EHR skill requirements with Santa Rosa associate expertise.
Furthermore, Santa Rosa utilizes a Text-based Communication Tool to address and immediately communicate day to day staffing issues, ticket status issues, client tip sheets and any other relevant information to the Santa Rosa and client leadership teams.
Santa Rosa conducts Taper Meetings to assist in tracking both current and expected costs to budget. Key go-live client constituents and project leadership are asked to be in attendance. Before the meetings, Santa Rosa provides financial reports, including a Burn Rate report that helps guide the week’s taper plan.
Before the go-live project begins, we will jointly determine and agree upon an Issue Escalation Plan. Santa Rosa ATE resources will receive training on the process during orientation. We typically encourage our clients to follow their normal ticket process for both recording and escalating tickets; this will allow our Project Manager to help reinforce your internal procedures with end-users and provides for a more streamlined process. Non-ticket Issues raised by our ATEs, such as resource requirements and adoption struggles, are reported to our Project Manager in the command center to make sure any significant trends/issues are addressed and tracked in the daily Stoplight Status Report.
Santa Rosa will be in constant communication with the appropriate leadership within the client organization through formal status reports and ad-hoc rounding. Daily communication is powered by our proprietary Text-based Communication Tool that enables scalable, real-time communication and issue resolution across the entire project. Formal status reports for each site provide a quick recap of any patient safety, workflow, hardware, or training concerns observed on the floors throughout the day.
Santa Rosa’s financial rigor includes reports providing an up-to-date view of the project’s financial performance, which also aids in staffing and taper discussions. Our proactive approach to financial reporting produces accurate and timely billing data. Santa Rosa reconciles actual time logged daily by each associate versus the budgeted schedule to provide a representative view of labor expense. Additionally, logistics expenses are gathered weekly, audited and reported so any discrepancies can be identified quickly. We conduct a weekly burn rate meeting with our client’s leadership team and forecast any changes to the schedule or expense for future weeks, inclusive of the planned project taper.
Go-live is the beginning, not the end. Throughout the go-live, our team identifies and documents key opportunities aimed at enhancing performance, usage and adoption of the new EHR. Our commitment to knowledge transfer and lessons learned not only involves our extensive time on the floors and units but a review of outstanding Help Desk tickets. The knowledge transfer takes on many forms, including identifying any departments requiring additional support and training as well as workflow improvements identified by the floor support staff before it becomes a major problem. The formal project close takes place with the delivery of the final financial reports for client review and approval.
Santa Rosa’s world-class Activation Services can be delivered as a stand-alone project or under our proprietary Activation as a Service program offering ongoing continuity of approach, resources and local knowledge across anticipated future go-lives. Optional services include , technical dress rehearsals, Legacy Support Services and Clinical Help Desk support.