Professional Services Advanced Implementation Services
At Extension, we recognize that no two hospitals are exactly alike and nuances often arise in implementation that require both clinical knowledge and IT expertise. Extension employs a team of IT-oriented nurses whose primary responsibility is to work closely with hospitals to carefully review clinical workflow processes and make recommendations that will enhance the quality of care while reducing the volume of alarms and alerts and improving care team collaboration through secure text messaging. Post implementation reviews are completed after every install so that we can improve processes and fill gaps if necessary. Those lessons learned are integrated into all new customer projects ensuring we get better with each and every installation.
Extension’s clinically-trained IT experts speak the same language as its customers, helping to bridge the knowledge gap between the needs of clinicians, IT, and the policies that bind hospital process. Combined with its advanced communication and clinical workflow solutions and a thorough delivery model, Extension empowers customers to stay focused and do what they do best – take care of their patients.
“Partnerships are not formed around good software, they are built between good people. To that end, Parkland seeks out partnerships with vendors that meet our customer service and functionality needs.”
– Matt Kull, SVP and CIO, Parkland Memorial Hospital
Key Value Points
- Extension offers clinical reviews throughout the delivery cycle
- High-touch collaboration with key project stakeholders is guaranteed
- The Extension implementation and clinical teams are easy to work with
- Solutions are delivered as designed and on-time
- Customers recognized immediate operational and clinical workflow benefits
- Deployment processes are continuously improved based on customer feedback
Our Implementation Team
Extension Healthcare’s implementation team consists of Clinical Informatics Specialists (CIS), Implementation Engineers (IE), and Project Managers (PM). All three roles are crucial to a successful deployment.
Clinical Informatics Specialist (CIS)
- All licensed clinicians with an average of 10 years bedside experience and 5 years of informatics experience
- Works closely with customers during the design phase
- Combines clinical and informatics expertise to clearly understand customers current clinical and desired workflows and to create a more efficient environment
Implementation Engineers (IE)
- Graduates of Extension Healthcare’s Informatics Career Development Program (HICDP). The program requires 4-6 months of in-house training which fully qualifies participants to implement the Extension Engage solution
- Supports the deployment of the Extension Engage solution and manages the system integration and configuration efforts
Project Manager (PM)
- Quarterback of implementation
- Works with customers to develop a mutually agreeable project plan
- Communicates project status
- Works to coordinate necessary resources to ensure project contributions are engaged at the appropriate time
Six Phases of Implementation
Extension digs a little deeper to ensure the customer is satisfied with the solution and that it is improving patient care and outcomes.
- Discovery: The Extension deployment team is assigned and begins to collaborate with the sales team to ensure there is a full understanding of the engagement, Scope of Work (SOW), and customer needs. At this time a kick-off date is scheduled.
- Initiate: A kick-off call is held with the customer and key partners. The SOW is reviewed to validate the work to be delivered and to set expectations. The technical pre-requisites are discussed. A project plan is developed and agreed upon by all parties before the project timeline is established.
- Design: Our Clinical Informatics Specialist will engage with your clincial stakeholders. We will work with you to better understand your clinical workflow and design a new clinical workflow that maximizes the value of your investment. Clinical workflow assessment is conducted with the customer’s clinical staff to assess the current processes and desired state. An impact review is achieved with key stakeholders and new workflows are finalized as well as a detailed project timeline.
- Deploy: During this phase our Implementation Engineer will work with you to complete both the physical installation as well as integration between systems and end-user devices. The Extension appliance or VM is installed and the solution is configured as defined by the clinical workflow assessment.
- Activation: Extension will perform a User Acceptance Testing (UAT). This is a critical step to ensure the technical configuration is consistent with the clinical design and that the solutions delivered are performing as expected. During this time, we will also help train your users and support your go-live. Extension will stand hand-in-hand to ensure you have a successful activation.
- Closure: This is the final phase in the implementation and the project is closed. A transition call is conducted with Professional Services, Technical Services and the customer. Responsibility for ongoing support is transitioned to our support team. The deployment team and customer conduct a ‘lessons learned’ session and any outstanding items are addressed. During this step a project closure document is signed by both parties.
- Statement of Work: Extension Healthcare has a ‘do as we say, say as we do’ approach to system implementation. Extension works its with customers to clearly design a mutually agreed upon Statement of Work (SOW) and ensure that all parties are clear on responsibilities and expectations.
- Change Control: Changes during the project implementation cycle are not uncommon. Extension will have a well-designed, systematic approach to managing changes and will not make a change without approval.
- Project Transparency: Extension leverages a cloud-based Enterprise Professional Services Automation (PSA) solution to facilitate management of every engagement. Customer stakeholders can interact with project tasks, milestones, issues and risks. Extension provides a Periodic Project Report on a regular basis that paints a clear picture of a project status.
- Gated Process: All projects have defined milestone and Extension will walk through each of these gates and request confirmation before proceeding to the next phase of a project.
- Project Transition: A project is a temporary endeavor designed to ensure that Extension is meeting your clinical and business objectives. When the project draws to a conclusion, our world-class support team will continue to support you for years to come. Before closing the project, Extension will coordinate a transition call so that all stakeholders are clear on responsibilities.