Using social media tools to enhance end user support – Royal

Children’s Hospital go live experience

Adrian Hutchinson CNAIO RCH

7th August 2017

Royal Children’s Hospital

Specialist paediatric hospital

EMR

• 30th April 2016 - EPIC EMR – Big Bang

• Fully integrated EMR– Results

– Prescribing

– Orders / Results

– Emergency Department

– Intensive care / NICU

– Clinical documentation

– Oncology

– Theatre / Recovery

– Portals

– Medical Device Integration

Royal Children’s Hospital

• 3700 staff trained in EMR

• Inpatient / outpatients

• 400 Super users – 4 weeks post Go- Live

24/7

Go live support

Whats App

Jurong Health 2015

What’s App Groups

• EMR Team

• Inpatient nursing

• Inpatient Medical

• Ambulatory all

• Ambulatory medical

• Allied Health

• Emergency Dept

• Theatres

• Scheduling

• Technical

What’s App set up

What happened?

An experiment….

Rules

• No patient data

Message volume

0200400600800

100012001400

29

/04

/20

16

1/0

5/2

01

6

3/0

5/2

01

6

5/0

5/2

01

6

7/0

5/2

01

6

9/0

5/2

01

6

11

/05

/20

16

13

/05

/20

16

15

/05

/20

16

17

/05

/20

16

19

/05

/20

16

21

/05

/20

16

23

/05

/20

16

25

/05

/20

16

27

/05

/20

16

29

/05

/20

16

31

/05

/20

16

2/0

6/2

01

6

4/0

6/2

01

6

Total message volume per day

19,000 message - 5 weeks

Peak -1200 message - day 3

Message volume per hour

Peak 128/hour

Typical distribution of messages

Staff

Peak activity of hospital

• Deployment of

resources

Logistics

• Solve a problem

Help/Response

Screenshot photos

• Visual assistance

• Regular team updates

Briefings

• Tip sheets

Broadcast:

Team building

Message types

33

81

126

271

375

420398383

358

312300294295320

273258249234215209

181161157162156145156144142145144

0

50

100

150

200

250

300

350

400

450

500

Total Incidents Trending

CreatedCases ClosedCases

ActiveCases

Command Centre

Trends

• Expected calls 1000 /

day

• Actual - 340 calls

• Reduced calls to help

desk

• Enabled analyst to fix

• Closure rate 3 weeks

– 83%

– 89%

– 96%

Impact

Observations

• Very popular

• Superusers & others “very connected”

• Liked immediacy

• Group learning

• End users helping each other

• Call centre volume

Limitations

• Phone battery life

• Require phone numbers to set up

• User maintenance

• Requires SIM

Business as usual

Could this work for you?