Web-based system integrates ease, usabilityby Cindy AbolePublic Relations The change was as ordinary as a typical day, but the transformation was an upgrade of the tallest order. On July 1 the medical center and patient care areas launched a new software management system that combined the job of three current systems and promotes efficiency and functionality in the areas influencing patient care. The change affected more than 1,000 users and MUSC’s patient population. The conversion is significant and can be compared to an automotive upgrade between a 1966 Volkswagon Beetle and a 2004 Lexus GS, according to Bruce Quinlan, chief executive officer, University Medical Associates (UMA). “There are a lot of things we wanted to accomplish with the old system but couldn’t because our software would not allow it. Using this new enterprise system not only provides a system that communicates information effectively but also offers great value at exponential savings,” Quinlan said, citing that 80 percent of the country’s physician practice plans are already using a similar system. IDX replaces the old cross map system that interfaced the medical center’s three information systems: Oversite, Keane and SMS. Integrating information through the old system and sharing patient data often created incomplete files, other communication problems and errors that led to delays and confusion for most patients. Upon his arrival to UMA in 2002, Quinlan searched for proven tools and resources that would effectively manage the physician’s practice plan, including information management. Later that year, the UMA board approved support of a systems change with IDX. By last fall, members of the IDX installation team were ready to begin testing and customizing the IDX software system. During this time, they learned how to use the system and build processes that would enhance and complement its performance, Quinlan said. “This IDX preparation is focused on people and the excellent work they’ve dedicated themselves to,” said Quinlan, who has led and managed three previous IDX installations throughout his career. “The system is a great product and resource. When you give people the right tools to work with, along with sound training and support, they will respond.” The system’s architecture integrates patient information for billing, patient scheduling, charge tickets, authorizations, and eligibility verification for insurance and Medicaid patients, plus other options. The system also has the ability to print customized receipts, forms, labels and other printed materials for each patient. “The product made the decision for us,” said Debbie Dukes, UMA director of special projects and IDX project leader and administrator. Dukes worked closely with Quinlan, UMA director of information systems Chris George, and the 25-member UMA/MUSC core team. Since October, the team met and worked continually, some logging between 60-70 hours per week, in preparation for the July 1 conversion. Team leaders led department and staff education and training—preparing a train-the-trainers approach—in preparing for the “go live” event. “Working on a project of this depth and magnitude is not always easy,” Dukes said. “People disagree and have their differences. But in the end, everyone is committed to our team goals and understands the many challenges. There’s a camaraderie that exists among us and that makes this group a joy to work with.” From April to June, the IDX installation team conducted program simulations at various clinical care sites—including East Cooper Women’s Center, the Bone and Joint Center, various specialty clinics at Rutledge Tower and other practice sites—to anticipate issues and fix recurrent problems with the system. To help the core team learn more about the system and its abilities, members attended the 2003 IDX Users’ Conference. The team also conducted a series of department meetings, question/answer sessions and other presentations to prepare staff, physicians, departments, and other system users. “We hope that through good planning, preparation, training, and anticipation, everything within the early stages of the process will go well,” Dukes said of the additional staff of IDX system experts, core team members, and UMA and CCIT staffs who were coordinated to be on-hand during Thursday’s roll-out. For the next year, the team will continue staff training and will evaluate the system to identify training gaps and solve system problems. “Every time we have asked for volunteers to work some extended hours on certain aspects of the installation, we have had more than enough people who have been willing to go the extra mile,” Quinlan said. “About 150 different employees have had extensive involvement, and without all their outstanding work as well as the core team's efforts, the project could not have stayed on schedule. I am proud of all our employees who have demonstrated such an exemplary work ethic and attitude.” IDX Core Team
IDX UMA/MUSC Steering Committee Members
Friday, July 2, 2004
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