Deploying a new healthcare technology, especially one that touches so many different roles and department(s) throughout a healthcare facility and/or an enterprise, can seem a bit overwhelming and scary at the same time. A successful deployment relies on months of due diligence to include gathering an inventory of current IS technologies that are being utilized within the existing facility, evaluating existing workflow and constraints to end-users, educating both leadership and end-users on a new product and building high-quality integrations.
Who Are the Key Go-Live Players?
At Mobile Heartbeat, every customer has access to a dedicated team of experts who guide and support them through the implementation process while offering expertise within the CC&C mobility space, insight and recommendations to assist with strategic workflow initiatives. Here are some of the Mobile Heartbeat team members who assist with the deployment process, starting with the project kickoff:
- Project Manager: The project manager leads the implementation process and act as the customer’s main point of contact for the facilitation of project scope, planning and is an ultimate resource to respond to any and all questions and requests from the customer.
- Implementation Consultant: The implementation consultant provides a valuable resource to complete a communication workflow assessment within each area of the facility to identify constraints and determine opportunities for optimization with streamlined processes by utilizing the application platform.
- Solution Engineer: The solutions engineer collaborates with the customer’s technology team to ensure deployment success within the healthcare organization’s infrastructure.
Identifying Key Stakeholders Within Your Organization
As a healthcare organization, it is also important to determine the appropriate resources (ie., project team members) that may be required for the deployment of the communication and collaboration platform. To note and highlight, this implementation is not just a technical project nor even a clinical project. It is, however, a project that highlights the beneficial unified approach of maximizing the operational and clinical staff workflows and efficiencies for patient care while also supporting the foundation and infrastructure guidelines that are required from the technical perspective. As such, key collaborative team members from both the clinical and technical facility resource field is highly encouraged. Examples include:
- Information Technology: IS Security, Telephony, Network (Wireless Admin), Server, Mobile Device Management, Active Directory Access Administrator and any Integration Analysts from Nurse Call, Telemetry, ADT/HL7, Device Integration, etc.
- Clinical Resources: Nursing and Physician representatives, Clinical Informatics Liaison, Facility Education and/or clinical training team as well as an Operational and/or Clinical Facility Champion that is very knowledgeable on the workflows and staffing within the facility.
Partnering for a Smooth Clinical Collaboration Rollout
The success of your clinical collaboration software deployment can also largely depend on the processes, organization and expertise of the vendor team as well. For instance, our professional services team members at Mobile Heartbeat provide resources and documentation outlining every step of the implementation process. We have a formula of Discovery, Build, Delivery and Validation. And, we specialize in listening to the customer, completing the diligence required to understand the facility culture, environment and workflow while also partnering with them to design a tailored platform that is unique to their individual needs.
As the project team works towards the targeted go-live date, here is what you can expect beginning approximately two months prior to go-live:
6-8 Weeks Before Go-Live
Although we begin discussing the go-live very early (as soon as the kick-off), dedicated strategic planning will usually begin around 6-8 weeks prior to the targeted go-live date. The team begins to solidify details surrounding the go-live to include resource availability, Command Center requirements, researching mitigation opportunities for any phased implementation approaches, preparing communication releases, etc.
Additionally, this is when training plans begin to formalize and class schedules are outlined to accommodate the facility’s end users. A goal for the project team is that a minimum of 80 percent of end-users are trained prior to the go-live date. Our team has found that most facilities that utilize the Train-the-Trainer methodology and approach have had the most success within their implementation.
We strongly recommend that facilities designate employees as Master Trainers. Mobile Heartbeat personnel train them on every aspect of the platform. They can then train facility super users and other end users across the organization. Our team also provides training materials that each facility can customize. Facilities can add these materials to their learning management system or resource library. They can also share them through URLs or QR codes for easy access.
4-6 Weeks Before Go-Live
Generally, the technical infrastructure is built and full integrated testing is in well underway at this stage of the implementation. The application software has been tailored to the needs of the organization and a thorough testing plan is being completed on the defined facility systems. As a part of the validation process, we will also utilize any testing results to fine-tune integrations and confirm that everything is functioning seamlessly, including telephony, admission, discharge and transfer (ADT/HL7) messages, nurse call and telemetry workflow initiatives prior to the go-live date.
The project team begins to finalize the specific schedule for the week of the go-live to include the specific scoped units and departments that will receive any dedicated on-site training and support. Most facilities use a big-bang rollout. A coordinated schedule helps everyone prepare for when support resources will be available in each area. The project team then activates the communication plan and begins sharing information across the facility before go-live. Finally, the team confirms command center details and secures travel plans for Mobile Heartbeat staff. The onsite team then provides dedicated support to the project team and the broader facility.
2-4 Weeks Before Go-Live
Training becomes the main focus at this stage of implementation. Master Trainer and Super User programs also wrap up during this period. Employees who complete these programs can support end-user training. They can also onboard new users before and during go-live.
The project team also meets the Mobile Heartbeat Support Team. We explain our dedicated 24/7 support structure and available resources. Meanwhile, the facility’s technical lead and platform analyst finalize their training plans. We also provide guidance on the platform’s analytics and administrative reporting features.
1 Week Before Go-Live
A week before go-live, our professional services team is busy preparing any final details, scheduling check-ins and making sure all questions are answered. The project team confirms any last-minute tweaks or changes to the go-live schedule and prepares any FAQs for both internal (the Mobile Heartbeat team) and with the customer project and administrative teams to address any final questions and/or concerns that either team may have.
We’re also coordinating internally to prepare the go-live as a celebration of all the hard work, team collaboration and achievements that the project team and their facility put into the implementation efforts as well as the end-users who scheduled time for their training to prepare for go-live.
Go-Live Mission Accomplished
Go-live is a celebration. Throughout go-live, Mobile Heartbeat team members visit departments in royal blue shirts. They provide hands-on support, encouragement, and extra training where needed. Our onsite Go-Live Command Center also works with a remote support team. Together, more than a dozen team members may support the deployment.
The team also builds custom go-live dashboards to track usage data in real time. In addition, we use an issue tracker to manage help desk tickets during deployment. These dashboards help the facility measure adoption, engagement, and overall go-live success. This reporting gives the project team immediate insight into deployment and product use. After go-live, the dashboards remain available to the project team, platform analyst, and administrators. They can use them to review usage and create additional reports.
Your Success Doesn’t Stop at Deployment
Reaching go-live is a major accomplishment. Our professional services team treats each deployment as a milestone worth celebrating. We support every stage, from launch planning and integration work to workflow reviews, training, and go-live. Throughout the process, we provide guidance and resources to help ensure a smooth transition to unified collaboration. The work continues after go-live. Our team remains available to support the facility and identify future optimization opportunities. This ongoing partnership helps organizations grow, improve, and succeed with their CC&C platform.
For more information on the deployment process, download our free Implementation Guide, or contact our clinical mobility team.
