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?