Change Agent Playbook #3 Winter 2023

Hospital Information System Project Change Agent Playbook

Change Agent Playbook #3 Winter 2023

Change Agent Playbook #3

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Hospital Information System Project Change Agent Playbook

Table of Contents Table of Contents.................................................................................................................................. 2 Project Monarch Change Coalition ....................................................................................................... 3 Vision Statement ................................................................................................................................... 3 Communication for Engage Phase ....................................................................................................... 4 Project Monarch Timeline ..................................................................................................................... 4 How will we measure success? ............................................................................................................ 5 Benefits Realization Strategy Goals .................................................................................................. 5 Benefits Realization Summary ........................................................................................................... 5 Project Monarch Decision Making......................................................................................................... 6 Governance Structure review ............................................................................................................ 6 Decision making principles ................................................................................................................ 6 Decision pathways ............................................................................................................................. 7 Examples of key decisions ................................................................................................................ 7 Project Monarch Key Messages ........................................................................................................... 8 Project Pulse Survey Promotion ........................................................................................................... 9 Change Agent Action Plan .................................................................................................................... 9 Action Plan: Engage Phase ............................................................................................................... 9 Where to find more information or provide feedback .......................................................................... 10 References:......................................................................................................................................... 10

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Hospital Information System Project Change Agent Playbook

Project Monarch Change Coalition This Project Monarch Change Agent Playbook is the third in a series of toolkits created to provide you with project updates, key messages, communication tips, and other relevant information to support you inform your peers and colleagues at Niagara Health and Hotel Dieu Shaver in their journey through the implementation of a new hospital information system (HIS).

A change coalition is a group of people who:

• • •

truly believe in what you hope to accomplish overcome resistance to lead the change effort lead the organization through the change by working as a team to accomplish the goal

As a Change Agent, your visible presence and active sharing of up-to-date project information is essential to the success of the project by helping your teams understand the impact a new HIS will have on the behaviours, policies processes, environmental and technical aspects of this transformational change.

This playbook will provide change agents with information on: • Communication tactics for Engage Phase • Project Monarch timeline review • Project Decision making process • Training team • Change Agent Action Plan

Vision Statement

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Hospital Information System Project Change Agent Playbook

Communication for Engage Phase • • • •

Support your manager by adding to the Project Monarch updates during huddles Refer your team members to the Project Monarch SourceNet or E-Span page for detailed project updates.

Communicate directly during coffee or casual conversations to share key messages from your perspective and the benefits for you and your program (found in Appendix A).

As a Change Agent, identify yourself as a source for HIS project updates

Project Monarch Timeline Project Monarch continues to be in the Engage Phase. This follows the align phase and will continue until the activate stage which begins at go-live at the end of September 2024. Following go-live will be the measure stage which will include sustainment and measurement activities.

Engage Phase highlights: • Iterative Workshops – June 2023 - April 2024 • System Testing – October 2023 - April 2024 • Align Gateway & Quality Check – Sept 2023 • Benefits Realization Workshop – December 2023 • Device Deployment January-September 2024 • Validate Gateway & Quality Check – January 2024 • Clinical Process Review – February 2024 • Integration Testing – March - July 2024 • End User Training – August-September 2024 Activate/Deployment Phase starting June 2024 - includes historical uploads, training prep/training, learning labs, favourites fairs, dry run and go live.

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Hospital Information System Project Change Agent Playbook

How will we measure success?

The primary goal of a Benefits Realization strategy was to develop and implement a robust enterprise benefit realization strategy that aligns with the Niagara Health and Hotel Dieu Shaver's Strategic plans ensuring the successful identification, execution, achievement and sustainability of the intended benefits of the new HIS system. This strategy will include enterprise and solution specific Key Performance Indicators (KPIs).

KPIs are a measurable outcome of actions carried out by users of the hospital information system. They are specific, measurable, achievable, realistic and time delineated (S.M.A.R.T.)

Benefits Realization Strategy Goals

Benefits Realization Summary •

• • •

Nine (9) enterprise KPIs were approved by Niagara Health and Hotel Dieu Shaver Executive Leadership at the Benefits Realization Workshop on December 7, 2023. o Five (5) of these are patient experience focused KPIs; and four (4) are staff experience focused KPIs that align with the six project goals.

An Executive Owner, Accountable Owner, SME and Analyst have been identified for each enterprise KPI. Nineteen solution teams were engaged with to identify and prioritize over 140 Oracle Health recommended KPIs. o A total of 64 solution specific KPIs were prioritized across 19 solution teams For more information on the benefits realization strategy, solution specific KPIs or measurement tactics, visit the Project Monarch SharePoint site or E-Span page.

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Project Monarch Decision Making Many leaders have been asking questions about project monarch decisions. Below is a review of the governance structure, project decision making considerations and the decision pathway.

Keep in mind the decision-making structure was designed to ensure frontline users are responsible to make 75-80% of the decisions as we go through the implementation of designing a new hospital information system.

Governance Structure review

Decision making principles

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Decision pathways

Examples of key decisions • • • • • • •

September 2024 Go Live date approved at DSSC HDS has decided to not proceed with Savience – Appointment Manager as the number of no shows and lack of ROI does not provide benefit for implementation EMHware will continue to be used for OCAN / IAR submission as Oracle Health indicated they could not guarantee a solution to this in a timely manner Abelmed will be sunset – users will move to using Millennium for WSIB submissions NH Lab result reporting to OLIS – Implement a direct connection between Millennium and OLIS (essentially maintaining a direct feed), thus reducing points of failure, streamlining the correction process and eliminating the reliance on external interface partners Strategy for prioritization of reports for conversion into Millennium has been agreed to Radiology bill only codes will be added following the procedures in Millennium

For an up-to-date list of Project Monarch Key decisions, visit the Niagara Health SourceNet page or Hotel Dieu Shaver’s E-Span page.

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Hospital Information System Project Change Agent Playbook

Project Monarch Key Messages Project Monarch key messages can be found on Project Monarch SourceNet page or Hotel Dieu Shaver’s E-Span page.

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Project Pulse Survey Promotion Complete the pulse survey by clicking HERE and promote the project pulse survey to your colleagues during team meetings, huddles, coffee chats, presentations or any available opportunities from January 8th to February 2nd, 2024. Please use this slide as a reference or during presentations.

Change Agent Action Plan Action Plan: Engage Phase Complete your change agent action plan by February 15, 2024 to assist in planning information sharing and promoting the pulse survey.

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Where to find more information or provide feedback Project Monarch SourceNet page (NH) Project Monarch E-span page (HDS) Refer to the FAQs on SourceNet (NH) or E-span (HDS) Email Project.Monarch@niagarahealth.on.ca SourceNet (NH) Feedback form E-span (HDS) Feedback form

References: 1. Change Management: The People Side of Change; J.M. Hiatt, T.J. Creasey, Second edition, 2012.

2. Best Practices in Change Management: 10th Edition; Prosci Inc., 2018.

3. Leading Change, J. Kotter, 2012

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