As discussed in our previous blog post, Healing What Ails Technology Adoption, MD Interconnect takes a two-pronged approach to successful technology adoption for secure mobile/web communication. That first post focused on designing a product with physicians in mind. Today, we will discuss the second part of that equation: building a successful implementation process. There are many critical factors that play a role in a successful implementation, but let’s focus on five key elements that lead to successful adoption.

  1. Communicate early and often. It is important to ‘set the stage’ with pre-launch communication in regularly distributed materials (i.e. publications, leadership emails, etc.) This can begin as soon as the selection committee (which should include physicians) has made their choice. It is critical to consistently outline what providers can expect in terms of process, timing, training, support and requirements. Providers must understand if any workflow changes will be required of them and why. Updates to implementation schedules/processes can all be communicated in regular briefings to the medical staff. In addition, getting to regularly schedule clinical service meetings to do brief demos of the product helps secure buy-in and reduces anxiety associated with a new technology,
  1. Partner with Physician Leaders Clinicians are more likely to embrace a new technology if their peers are positive about their usage of the product. Positive referrals are the most powerful engagement tool. Therefore, we start with a small group of healthcare providers and ensure they have a great experience. The small group is usually a relatively self-contained communication eco-system (i.e. Children’s Hospital within the Hospital). This allows us to work closely with the entire group and make sure we understand utilization issues that are unique to the individual hospital prior to rolling out to the entire system.
  1. Understand and integrate with physician workflows.

There are significant differences in how physicians work – no “one size fits all” approach will be successful All physicians have a unique workflow. When working with a complete community healthcare system, it is also important to understand the differences between inpatient based physicians (emergency, surgeons, hospitalist, etc) and outpatient based physicians (primary care, medical specialists, etc.) The needs on those two groups can be very different. In that same vein, differences between low volume and high volume users must be recognized and addressed

To better understand these specific workflow needs, we start with a survey of each practice about how communication is handled today, and what challenges each practice faces. Based on that insight, we build out “rules” for how RapidConnect will work to address those unique needs and integrate with their workflows.

  1. Prepare for the 20%

Physicians (like most of us) don’t like training. Burdensome training requirements can be the kiss of death for a new technology implementation.

RapidConnect was built by physicians to be intuitive and user-friendly, with no formal training required for end-users. 80% of users will be able to ‘download and go’. However, a secure messaging system is only productive if close to 100% of the physicians are using it. As such, its important to have specific strategies to support those physicians and clinicians that need assistance.

RapidConnect uses multiple techniques to achieve his. In addition to 24/7 help desk, online ‘how to’ videos and readily available ‘quick tip’ cards, we have a team of resources on site leading up to and during the ‘go live’ phase. These resources round on physician practices, spend time where doctors congregate (ED, OR lounge, physician dining, etc.) as well as participate in physician group meetings to address any issues or concerns. We also invest in training those that surround physicians – namely their nurses and practice managers. With specific training designed for them, clinical staff can support the implementation process. In addition a dedicated account manager will review message traffic, identifying those who seem to have long response times or regularly don’t answer messages. We will proactively reach out to those physicians and practices to address any issues that they may be experiencing.

  1. Facilitate ongoing user engagement

Every day, the RapidConnect support team will review message logs for failed messages or significant delays in response time.

This allows the support team to immediately address problem areas and respond, improving the performance of the product and physician satisfaction.  Poor response times and/or unread messages can jeopardize the adoption of the platform. Doctors in particular will become disenchanted and quickly abandon the new technology if the perceive flaws or unresponsiveness from others.

There have been numerous false starts and expensive failures in the implementation of secure text messaging platforms for healthcare. You don’t want to be one of those! To learn know more about how our RapidConnect secure messaging solution can help you avoid that fate, click here.