Outcomes-First, Use Case-Based Deployments

June 25, 2020 Kathleen Harmon


Care Team First, Workflow Next, Technology Last

Implementation roadmap

As health systems pursue EMR-first mobile strategies, the deployment methodology used is as critical as the enabling technology. At PatientSafe, we pursue an outcomes-first, use case-based framework to ensure that our clinical communication and collaboration platform makes it easy for caregivers to do the right thing, at the right time. Patient safety and quality stand at the forefront, care team efficiency and satisfaction come right behind, and every deployment is grounded in care delivery improvements. For us, it’s not about the technology, but about enabling and empowering caregivers. We work collaboratively with our health systems to: 1) identify opportunities for workflow improvements, 2) define clinical use cases that enable desired outcomes, and 3) deliver training and support to ensure frontline staff are well-prepared to adopt the optimized workflows and deliver care efficiently and safely.

Our outcomes-first approach is based on Studer Group’s Straight A Leadership Pillars of Excellence, which allows us to align to the health system’s strategic initiatives for trackable success in quality and safety, efficiency, satisfaction and engagement, financial and operational, and innovation improvements.  These pillars serve as the foundation for our repeatable, reliable deployment process. 

A Proven Deployment Process Coupled with Kotter’s Change Management Model

Starting with a current state assessment of all clinical areas, communication workflows are cross-walked to the desired future state, which quickly generates opportunity statements. Our process emulates the nursing process; after thorough assessment and creation of opportunity statements, we build clinical use cases to anchor the project.  These use cases also enable more effective workflow-based training and serve as the basis for evaluating outcomes on an ongoing basis post-implementation. Coupled with this process, we follow John Kotter’s Change Management Model to drive project momentum. We instill a sense of urgency and celebrate the early, incremental wins that are the building blocks to achieving targeted results.

Our implementation process mirrors Kotter's Change Management Model

Why Use-Case Based?

By describing the desired future state, use cases detail the targeted workflow impact, creating value statements the entire cross-functional governance and project teams can understand. The primary goal of each use case is to support the care team through improved workflow design. Only after desired outcomes are identified, and the use cases that enable them are defined, do we turn attention to the technologies and integrations that will support desired state. Care team first. Process next. Technology last. Always.

The new and future state use cases then serve as frontline care team training content and Go Live support to ensure that the end users who ultimately drive those desired outcomes understand and adopt the new workflows (and technology).

Following Go Live, we perform 30- and 60- day onsite observations to gauge the stability of change and whether the use case workflows are taking hold. We address any gaps in an optimization phase which may include changes like modifying training content or pursuing further improvement opportunities uncovered in the first two months. To positively impact outcomes and achieve success, technology must be the silent enabler and supporter of clinical workflow, because workflow is what springboards caregivers to be their best.

To learn more about our outcomes-first, use-case based approach, please contact us. We look forward to hearing from you.

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