Mount Auburn Hospital Application Support TransitionMIS Committee Overview October 14, 2015Bob Todd

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Meeting Purpose• Ensure Support of Current Systems During Epic Project

Build• Review Support Plans for Existing Applications During

Epic Project• Scope of Support• Projects• Schedules• Communication• Escalation• Time Line• Questions

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Transition of Existing IS Application Support

• Partner Navin Haffty Associates (NHA) Provides Staffing for Application Support Currently Provided by MAH IS Staff.

• BID-Needham to Supply Their Own Application Support• Current MAH IS Staff Transition to Epic Project at Grove St

Building• NHA Provides All Day-to-Day and Off Hours Support• NHA Staff and Manager to Coordinate with MAH IS Liaison• NHA Staff Based on Clark 3rd Floor and Remote• Approximately 21 Month Engagement

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Navin Haffty Associates Team

David Obuchowski Account Manager Pager

Gail Ratner Project Manager 7057

Jennifer Bajema User Provisioning

Karen Curtin Revenue Cycle 6933

Deborah Jiggitts LIS/Interfaces/Rad 6949

Janice Newman Training 7036

Liz Polin Administrative 6919

Bob Laubinger Clinical 7008

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Scope of Navin Haffty Associates Support

• Basic Support for Applications Supported by MAH IS:• Routine Day-to-Day Steady State Maintence Support• Sample Applications:

• MEDITECH Applications• Picis/MSM Applications (Ex. OR Manager, MEDTrack)• Iatric Systems Applications (Ex. Medical Necessity, POI Interfaces)• Bobcat Software Applications (Ex. Discharge Document Notification)• Interbit (Ex Netfax, NetDelivery)• Interfaces to Systems Supported by Department Administrators

• Off Hours/On Call Support for Urgent Situations• Out of Scope:

• Applications Supported by Department Administrators• Significant Customization or Expansion of Systems• New Projects Will Coordinated Separately

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Projects• Something outside routine basic maintenance such as:

• Capital Item/Request• Duration > 7 Days• Multi-Disciplinary – Multiple Group/Team/Department Coordination Required.

• New Projects & Issue Management• Strict Adherence to MAH IT Planning Committee Policies

• Online Project Request Form – completed in detail• C-Suite or VP “Sponsor” Online Approval of Request Submission (Does not indicate approval of project, just submission)• Sponsor Presents at Scheduled IT Planning Committee• If approved, IT Planning schedules and determines inclusion in Epic Project, current systems, or both.• If approved, this will be a separate budget and coordinated with NHA and other necessary resources

• IT Planning Leadership Monitoring and Coordination of Any Risk Situations Pre/Post Transition

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TimeLine• Week of October 5, 2015

• On Board Process• Badge• Tours• Institutional Education

• Introductions with MAH IS Staff• Introductions with MAH Business Owners• Shadowing of MAH IS Staff

• Week of October 12, 2015• Introduction to MAH Business Owners (Continued)• Shadowing with MAH IS Staff (Continues)• MIS Committee Focus Wednesday October 14th

• Week of November 1, 2015 – June 2017• Assume Primary Support Role

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Schedules (Flex as Needed)NAME PRIMARY

LOCATIONSCHEDULE

Gail Ratner Remote As Needed

Jennifer Bajema Remote PT/Mon-Fri 1p-5p

Karen Curtin Onsite FT/Mon-Fri 9a-5:30p

Deborah Jiggitts Onsite Mon-ThuRemote Fri

FT/Mon-Fri 8a-4:30p

Janice Newman Remote PT/Mon-Fri 10a-2p

Liz Polin Remote PT/Mon-Fri 9a-1p

Bob Laubinger Onsite FT/Mon-Fri 7:30a-4p

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Communication• MOX Mail & Outlook Email• MOX Employee Locator: Check 'status' in MOX to determine their

availability • OUT: Not working/Off.• IS-INFO SYSTEMS: When onsite at MAH campus.• ARSENAL ST INFO SYST: When at Arsenal St location.• OFF CAMPUS: When working remote and in/available.• “Out-of-Office Itinerary” Section of MOX signin screen:

• Schedule, who to contact if not available, & other notes

• Urgent Issue via Paging System• Remote Support Via:

• Conference Call Bridge (Each NHA has their own number)• Remote Access “Meeting” Tool: Webex like presentations, desktop sharing,

and troubleshooting• Status Reports

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Service Level Agreement – Off Hours

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Escalation• Start with Standard Procedures:

• Help Desk• Online IS Work Order Request

• If escalation is needed:• If reason is inability to reach NHA Analyst, reach out to person

covering as noted in MOX Locator, Outlook out-of-office, and/or Voicemail recording.

• If reason is urgency/priority:• Clearly state to NHA Analyst• Contact NHA Manger via email or pager• Contact MAH IS Liaison or IS Director• If off hours, call MAH IS Help Desk and request escalation

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Questions?