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AHS Application Services
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Global Works Consultants Assist Duvoisin & Associates to Rapidly Deploy Allscripts EHR
"Initially, I anticipated assistance with documentation, training, and go-live support, but what I received clearly surpassed my expectations. The broad knowledge base Chad and Rodney brought to the project allowed Duvoisin to cater to the specific needs of our physicians in a way we could not have done without them."
Deena Marlow, Duvoisin's TouchWorks Project Director
As healthcare enterprises migrate to Electronic Health Records (EHR), integration expertise and training knowledge become increasingly important during implementations and rollouts to physicians. Duvoisin & Associates, a provider of integrated intellectual and technological business services to healthcare clients, realized this need, having implemented three modules of TouchWorksTM for their MSO clients three years ago. When the decision was made to install the complete suite of modules, Duvoisin contacted Global Works for assistance with the continuation of their Allscripts EHR initiative.
Duvoisin delivers Allscripts TouchWorks EHR to clients in an ASP model. They chose Allscripts because of its web-based architecture, modular approach to implementation, and comprehensive integration to IDX practice management systems. When comparing EHRs, Duvoisin felt TouchWorks demonstrated the greatest increase in workflow efficiency, clinician productivity, and overall improvement in healthcare delivery. Each of the TouchWorks modules addresses a critical set of clinical functions within the physician office – from telephone call processing and triage, dictation, transcription, and documentation management, to prescription management, ambulatory orders, results review, and reference material.
When Duvoisin evaluated Global Works, they found a qualified consulting firm who could provide experienced professionals to assist in the implementation and training of the Allscripts TouchWorks modules – Document, Dictate, Transcribe, Results Rx+, and Scan.
Global Works Allscripts-certified consultants, Rodney Brock and Chad Kerr, worked directly with Deena Marlow, Duvoisin's TouchWorks Project Director. They provided workflow analysis, implementation support, and training around the installation of the TouchWorks EHR.
Deena Marlow: "Initially, I anticipated assistance with documentation, training, and go-live support, but what I received clearly surpassed my expectations. The broad knowledge base Chad and Rodney brought to the project allowed Duvoisin to cater to the specific needs of our physicians in a way we could not have done without them. The Allscripts partnership with Global Works enhanced my team's ability to implement and support the EHR by providing us with internal instruction thereby creating core competencies we can use for future installations."
The project began in September 2004, when Global Works was brought in to develop training materials, provide project management expertise, and train end-users for a client going live on Document, Dictate, Transcribe, Results, Rx+, and Scan. The initial training involved ten MDs, eight mid-levels, and twenty-five support staff.
For the next project, Rodney and Chad applied their skills to v.10 implementation assistance for all 3 of Duvoisin's clients. They worked with Deena on system design, build activities, training support staff, and developing a rollout plan for the upgrade. While working with Duvoisin staff, Global Works provided workflow assessment and analysis of the various modules as defined for the client by Duvoisin. "The intelligent system design and setup of Duvoisin's ASP model significantly reduced issues during the phased module rollout and the v10 upgrade," attests Rodney. Rodney and Chad documented the entire process.
With the implementation of TouchWorks v10, all existing training materials needed updating and twenty physicians and forty support staff required training on the new version.
Driving physician acceptance is one of the greatest challenges in implementing EHRs. Chad insists clinical users attain further success when they understand how the application can be tailored. He relates, "Physician acceptance relies on customizing the software and workflows to meet the physician's needs. For non-clinical systems, most end-users do not need to know what application options are available. They are taught to follow procedures. But physician users and clinical systems are different so our training approach is different."
To facilitate successful training, Chad and Rodney created TouchWorks Training Guides and Quick Guide books for trainees to reference when needed. The in-depth Training Guide contains a full curriculum for the end-user that corresponds to the training agenda. The Quick Guides are tough laminated flipbooks ready for fast reference in the clinical environment.
Currently, Duvoisin has three ASP clients live, two in progress, and seven on the schedule for deployment. By merging Duvoisin's insightful ASP model and Global Works' Services, these clients are reaping the rewards of the best-of-breed EHR, Allscripts TouchWorks.
Rodney Brock concludes, "Duvoisin's commitment to deliver the best solution to their clients reflects our own desire to exceed client expectation. As the Duvoisin lead for the TouchWorks product, Deena Marlow knew exactly where she needed our help, which allowed us to focus on those areas that provided the most value to Duvoisin and their clients."
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