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J. Williams



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    PS05 - Making EMR’s Work for Physicians and Patients (ID 38)

    • Event: e-Health 2018 Virtual Meeting
    • Type: Panel Session
    • Track: Health Business Process
    • Presentations: 1
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      PS05.01 - Working with Physicians to Advance Digital Health Outside of the EMR (ID 527)

      J. Williams, Regional and Provincial Portfolio Digital, University Health Network; Toronto/CA

      • Abstract
      • Slides

      Purpose/Objectives: Playing a critical role in the health system, the TC-LHIN (one of the 14 regions that manage local funding and healthcare initiatives in Ontario) identified primary care as a strategic focus area. Putting the clinician experience front and centre, the LHIN engaged PCPs to understand key pain points and gaps in needed tools. Feedback from PCPs indicated that many of required tools were available, however, highlighted the need to invest more efforts to drive adoption. This presentation outlines how UHN, delivery lead, worked in collaboration with key partners OntarioMD and eHealth Ontario to develop an innovative approach to increase PCP adoption of digital technologies. After initial success, this approach is now being replicated by other regions across Ontario.

      Methodology/Approach: With a clear understanding of the most pressing tool and information needs for PCPs, the project partners recognized an opportunity to bundle a set of digital tools as one service offering and to then focus on developing one onboarding experience to reduce the administrative workload and registration period. Presenters will share insights garnered in a three-phase process, including how the project was able to secure the necessary clinician input that is so critical to project success: 1) Consolidate and streamline the onboarding process This step required the project team to consolidate and streamline processes for four services from two delivery partners. 2) Engagement and adoption planning Drawing on clinician experiences and expertise, the project gathered input from the five sub-regions within TC-LHIN to guide local engagement planning and delivery. While a standardized approach was developed, the ability to customize support to address sub-region nuances was critical to success. 3) Onboarding Success of this step required significant coordination from all project partners. While partners were supportive of the overall objectives, extensive effort and commitment was required to take into consideration different organizational priorities, structures and resources.

      Finding/Results: As the start of a multi-phase program, the project was able to onboard hundreds of PCPs within a few months. Lessons learned will be used to refine the process and key success factors maintained as the approach is rolled out more broadly. The success of the project included: 1) Maintaining a focus on clinical needs first and foremost – ensured that all work actually brought clinical value. 2) Ability to customize implementation approaches – maximized the effectiveness of engagement efforts since each sub-region had different nuances and priorities. 3) Investing in a team to conduct registration activities for clinicians – helped address concerns of clinicians by supplementing with resources and decreasing administrative time.

      Conclusion/Implications/Recommendations: In conclusion, this approach has proved to be effective in addressing pressing needs for primary care. When working with different service offerings from different organizations the project has been able to improve the onboarding process in the first phase and will move into a second phase with a more ideal state. With its initial learning and experience other regions in the province are now leveraging the approach and processes to better support the thousands of primary care providers across Ontario.

      140 Character Summary: University Health Network (UHN) successfully streamlined the onboarding process for 4 healthcare services and piloted it for 300 Primary Care Providers (PCPs).

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    RF07 - Techniques to Accelerate Innovation (ID 28)

    • Event: e-Health 2018 Virtual Meeting
    • Type: Rapid Fire Session
    • Track: Health Business Process
    • Presentations: 1
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      RF07.06 - Delivering Digital Solutions, Leveraging Expertise and Existing Solutions Across Ontario (ID 436)

      J. Williams, Regional and Provincial Portfolio Digital, University Health Network; Toronto/CA

      • Abstract
      • Slides

      Purpose/Objectives: The delivery of the Specialists and Community Services Directory empowers primary care providers (PCPs) in Central Toronto region to access up-to-date information on specialty and community support resources, so patients are directed to the right care in a timely fashion. This project involved working with local primary care providers and five organizations – a delivery partner, regional health authority sponsor and three provincial solution providers. The success of the project depended on the ability of stakeholders to form an effective partnership and work towards a common goal of delivering an online Directory to PCPs across the Toronto region. For this presentation, the project delivery partner will demonstrate the unique engagement approach that facilitated collaborative design, development and implementation of the Specialists and Community Services Directory.

      Methodology/Approach: To construct the delivery partnership, the project team created an environment conducive to collaboration. Stakeholder engagement took place in a variety of formats and at three levels. Local At the local level, engagement objectives included understanding PCP needs to inform requirements and enlisting volunteers for co-design and development of the solution. To secure time in PCPs’ busy schedules, various methods were applied to encourage active participation of local providers across Toronto. These methods included in-person meeting presentations and interviews, as well as electronic engagements. Regional At the regional level, working collaboratively with the regional health authority and primary care physician leads proved crucial to project decision-making. This group was kept informed to help understand and respond to project developments as they unfolded. A governance model was established to enable the project team to leverage existing regional committees and forums to provide updates, garner advice and/or obtain approval on recommendations. Provincial At the provincial level, working with three provincial solution providers required clearly defined roles, understanding of each partner’s needs and capabilities, and shared goals. Delivering a solution aligned with PCP needs was at the core of the partnership. Consultation with solution providers in the early planning stages, involvement in decision-making processes and ongoing engagement throughout the project were instrumental to project success.

      Finding/Results: By forming strategic partnerships at all levels, establishing a common goal and converging expertise of partners, we were able to meet project objectives. Local PCPs contributed to developing business requirements and actively participated in the solution design process. The regional decision-making body was instrumental in providing project oversight including the selection of solution providers. As a result, partners worked together in harmony to develop and implement the Directory for PCPs.

      Conclusion/Implications/Recommendations: Participants at this session will learn about the engagement approach to facilitate collaborative design, development and implementation of the Specialists and Community Services Directory. In addition, insights will be shared regarding early benefits and lessons learned from the initial implementation efforts.

      140 Character Summary: Robust engagement efforts at local, regional and provincial levels contributed to the success of implementing the Specialists and Community Services Directory

      Only Active Members that have purchased this event or have registered via an access code will be able to view this content. To view this presentation, please login or select "Add to Cart" and proceed to checkout.