Clinical Communications & Collaboration Go-Live: Advice from the Field

Mobile Heartbeat’s MH-CURE (Clinical Urgent REsponse) secure smartphone application transforms clinical care team communication and clinical workflows. How the platform gets installed is the critical first step. Today I’m going to share with you Mobile Heartbeat’s Go-Live process.

What is a Go-Live?

Merriam-Webster’s definition for Go-Live is, “to begin operating or to become available for use”. The Go-Live is a hospital care team’s official launch of the MH-CURE application. Long before the Go-Live date, our team has worked diligently with the hospital’s clinical and IT leads to customize MH-CURE to meet their needs.

Who is involved in a Go-Live?

The Mobile Heartbeat team is a group of experienced technological and clinical experts who analyze workflows, and work closely with our customers to train and support the clinical teams.

On the hospital side are clinical, IT and staff leads. Preparing for Go-Live is truly a collaborative process and it is thanks to the strong relationships we forge with clinical leads, that each unit’s vision for success develops into a reality.

How do we prepare for a Go-Live?

Every hospital unit and group of users has specific processes and needs, and as such requires a dedicated discovery period. During this time, the Mobile Heartbeat implementation team meets with unit leads so they can develop creative solutions to meet their needs.

Our application and approach is flexible and accommodating to many different workflow nuances. Our experience allows us to provide suggestions and best practices.

What happens during a Go-Live?

  • Typically, on the Go-Live morning, the hospital’s hardware team distributes all required equipment to the units going live .
  • Once everything is in place for end users, trainers first help super users login (charge nurses, unit secretaries, unit coordinators, etc.)
  • Afterwards, trainers work with all other users to help them login. Typically, super users dictate which groups should log in next and when.
  • Support staff assist the new users throughout the day for as long as needed.
  • Training is available throughout the day, in addition to what may have already been captured the week before Go-Live.
  • End of day, the implementation team reviews how the Go-Live went.
  • The clinical leads and implementation team agree on how support will transition from the Go-Live implementation team to the hospital’s help desk.

The implementation team finalizes pending follow ups and gears up for the next Go-Live!

Tips for a successful Go-Live:

  • Prepare, prepare, PREPARE!
    • Have a detailed plan for how the technology will be rolled out—and anticipate problems, so you are prepared to address them.
  • Build on successful processes
    • If a unit has a system that works well for them, like a specific way to train end users, build on this method rather than encouraging something brand new. Folks tend to be most receptive to something they are already familiar with.
  • Solid support is key
    • To the end user, MH-CURE is a complete experience, not just an application. As such, it is key that every end user feels supported

Final Thoughts

Every Go-Live is the culmination of great team work, planning and collaboration. It’s a great feeling every time to see care teams benefiting from our technology. We can’t wait to see you at Go-Live!

Connecting with our Customers: Portsmouth Regional Hospital

I recently spent four days shadowing care teams at Portsmouth Regional Hospital, a 209-bed acute care hospital located in Portsmouth, NH. During that time, department managers guided me as I observed the clinical workflows across the hospital.  It was a valuable opportunity to engage with our customers and view first-hand their daily routines and pain points.  Having the opportunity to spend time with clinicians in the hospital was invaluable in helping me better understand my customer’s needs.

Everyone I met enthusiastically explained the various aspects of their job.  I listened to managers detail the intricacies of their departments and challenges their people face.  I shadowed nurses as they made their rounds and attended to patients.  Several technicians described in detail the tests and procedures they perform and then allowed me to watch them in action, explaining every step as they went.

I was excited to observe specific areas where our clinical communications solution could make a difference.  A pharmacy technician explained the need for secure texting since physicians are often unable to answer a phone call. I witnessed nursing staff chasing each other down the hallway to deliver messages and saw their tasks blocked until they could locate a physician. MH-CURE’s ability to expedite clinician workflows and improve the patient experience has never been clearer.

For folks stuck in the office, your customers can be nameless, faceless entities.  Like a corporate team-building exercise, spending one-on-one time with hospital administrators and clinicians made them real and personal – part of the larger team.

On my last day at the hospital I had the rare opportunity to observe an open chest coronary bypass surgery.  The surgeon asked me the purpose of my visit.  I explained that I was spending time in each clinical department to better understand the needs of the hospital’s care teams.  He replied “Your company is smart.  I wish more of our vendors took the time to do this.”

Torrance Memorial Medical Center Selects Mobile Heartbeat’s MH-CURE Clinical Communications and Collaboration Mobile Platform