As a Project Manager at Mobile Heartbeat and like many others, the coronavirus pandemic drastically impacted my day-to-day work. Under normal circumstances, we are frequently on-site with our customers, supporting project kick-offs, training and device deployment—whether it’s for an initial go-live or for a software upgrade.
Because of these challenges, the need for a unified communication system is more important than ever. When clinicians only need to use a single device to reach every member of the team, they can minimize the number of shared surfaces they touch and conduct more conversations via text and phone call to keep infection rates as low as possible.
That’s why it’s important that we continue providing the same level of service and support to our customers. At Mobile Heartbeat, we have been working on creative solutions to empower our customers to roll out MH-CURE safely and virtually. Our new Remote Go-Live protocol is designed to maximize patient and staff safety without sacrificing the hands-on care and attention that would normally accompany an in-person go-live visit.
Providing comprehensive and responsive go-live support has always been important to our team. Having the appropriate staff on-hand to train and troubleshoot is the best way to achieve enterprise-wide adoption and maximize value for the organization.
While we may not be able to be there in person, we are adapting to support our customers and ensure this critical work is accomplished. This new remote initiative has four main components.
1. Training & Resource Review
About a month before the go-live, we’ll provide your team with the resources you’ll need to get familiar with the platform. We have developed a curriculum to follow that will prepare you and your administrators for the go-live. Our team is also developing a remote user training protocol that your organization will be able to leverage to maximize adoption while keeping staff safe.
In addition to these trainings, we will help familiarize your go-live team with all the important platform documentation, user guides and troubleshooting guides, all of which are provided through our Customer Portal.
2. Master Checklist
This step will take place a few weeks before the go-live. Our team will provide a final document that serves to highlight any outstanding tasks. This document includes links to important documentation, training information and a list of your organization’s integrations and other customizations to our platform. With all of this information in one place, your team will be better equipped to see, at a glance, what is complete and what still needs work.
This document also includes links to our Customer Portal and our Support Portal, where you and your team members will have access to even more resources and hands-on assistance.
3. Real-Time Deployment Support
On the day your go-live begins, your Mobile Heartbeat Project Manager will initiate a secure videoconference that your team members can access at any time. Anywhere from three to five Mobile Heartbeat team members, including Project Managers, Solutions Engineers and Support Specialists will be immediately available on the videoconference should your team have any questions or concerns.
The videoconference will be up and running for the first few days of the go-live. This will make it easy to quickly check in and connect on the status of the deployment, initial user reactions, available usage metrics and more.
4. Stakeholder Touchpoints
After the first day of the go-live, your Project Manager will set up multiple daily touchpoint meetings with stakeholders from your organization and from Mobile Heartbeat. Together, we’ll review the entire process to evaluate what should be repeated and what can be improved upon at the next go-live. These daily touchpoints will also help us to continue to monitor how the deployment is progressing, including reviewing important metrics and make adjustments to the strategy as needed.
Rolling out a mobile application in the middle of a pandemic presents some unique challenges. Staff is stretched thin, vendors may not be allowed on-site and everyone is relying on mobile technology now more than ever before to ease workflow challenges and provide care quickly and safely.
With so much uncertainty for healthcare organizations right now, it has been our top priority to provide options and agency to our customers. Our new Remote Go-Live protocol accomplishes this by empowering customers to implement and upgrade communication technology without losing the characteristic personal touch our customers have come to associate with Mobile Heartbeat.
For more information about our Remote Go-Live initiative, or to empower your care teams through better communication, contact us here.