Concept of Operations: Relating to the introduction of a Personally Controlled Electronic Health Record System
8.4.2 Change management and adoption supportTo help create an understanding of what is required to support change management, the Change and Adoption Partner will develop a change management plan.
The change management plan will include activities for analysis of work practices and training and awareness activities. Ongoing evaluation of the success of take up strategies and learning lessons from lead eHealth sites will be the key focus of the work.
Lessons learned from the lead eHealth sites around the full life cycle of implementation and adoption of the PCEHR System will be used to inform tools, techniques and guidelines for:
- Pre-implementation: activities done in the lead up to PCEHR becoming available. This may include planning for PCEHR going live, assessing readiness for change, communicating the change, benchmarking of existing work practices to support later benefits measurement, completion of any final testing, etc.
- Implementation: activities done during the introduction of a new system. This may include initiating new processes, training of onsite support staff and users and assistance with system migration and data quality assurance.
- Post-implementation: activities done after PCEHR is operating and has successfully being used in normal clinical practice. This may include ongoing support, measuring and monitoring benefits, responding to changes, project closure, etc.
The lessons learned will be built into a knowledge base that can be used as part of broader adoption support mechanisms provided by the PCEHR System Operator and the Change and Adoption Partner. This support includes:
- Call Centre support by the PCEHR System operator for implementers of the PCEHR System.
- Web-based information resources for implementers of the PCEHR System.
- Creation of training courses for implementers of the PCEHR System, which can be offered by the PCEHR System operator.
- Training and support for implementers, local change agents and clinical champions.
- Working with professional bodies to identify opportunities for including PCEHR System related training in ongoing professional education.
By far the most critical element above is training and support for local change agents and clinical champions, as international implementation experiences have demonstrated that the success or failure of an implementation is highly sensitive to the skills of these