Managing Clinical End User Feedback After You are in Production
By Kimberly Spada

Once a project is complete and the application is in production, it seems too easy to rush into the next project. However, as the volume of clinicians using the system increases, it is helpful to develop a plan to manage the end user feedback. This may include discussion points on what is not working as designed and requests to enhance what has been developed. Feedback is always a great way to measure the end user’s satisfaction with the application and to know where additional support and training may be needed. The critical component to manage end user feedback is developing a clear process for both internal and external teams and/or users, which will ensure that each request is documented, reviewed, prioritized and completed within a specified time frame.

If there is not a clear process, end users may become dissatisfied with the application and consequently, patient safety issues may increase due to a lack of understanding of the functionality. Managing the enhancement requests will help provide a method to track the issues, categorize the types and the units/departments that are reporting the issues, provide feedback to training on what needs to be reinforced and provide the application manager with data to determine the number of resources required to continue production support.

Managing the requests can be overwhelming if the proper steps are not in place. The following provides the different methods that have proven successful and may be beneficial to your organization:

• Develop a database to track end user’s feedback and categorize each item by the type and priority. For example, items that need to be fixed may be categorized as a Ticket (TKT) and enhancement requests may be categorized as a Clinical Service Request (CSR).
• Create a process for the Support team to appropriately triage each request made by the end user and allowing them to assign configuration issues to the appropriate individual.
• Implement an internal review process for change requests, which ensures the change will not negatively impact another department’s workflow.
• Develop a communication strategy to provide updates to the end users.
• Allow the application manager and his/her team (business analysts) to make specific changes without approval. Items may include all Tickets (TKTs) and specific CSRs, such as, adding a new synonym to the application or developing a new order set.
• Provide an opportunity to have end users participate in the change review discussion. Identify key individuals from each unit to participate and voice their concerns. (Lab, Radiology, Pharmacy, Nursing, etc.)
• Conduct monthly or quarterly meetings designed to obtain feedback from the end users and provide updates on system enhancements.
• Denials and Approvals should be communicated back to the department requesting the change. This may be completed by sending an email to the requestor, or if the change impacts several departments or various types of users (clerks, nurses, physicians, etc.), a mass communication is necessary.
• Enhancements should be made during a specific day of the week or month. This will provide an opportunity to send one communication of all changes vs. multiple communications within one week. End users will also appreciate knowing when changes are scheduled to occur. (Break/fix to the system should be completed based on the priority and may be made in production everyday)

In summary, clinical applications will require changes, as new medications are added and new workflows are designed that require changes to the current configuration. The best advice is to keep the end users involved and provide timely updates to their requests. This may be accomplished by adhering to a process that manages the feedback and maintains a list of what is critical for the integrity of the application. This type of process ensures that patient safety is the ultimate priority for your staff.

For more information about managing end user feedback and our Project Management Office, please call us at 610-444-1233 or visit our website at www.getvitalized.com.