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Using Guiding Principles and Standards as a Starting Point for EHR Requests 2023
Confluence Health

Using Guiding Principles and Standards as a Starting Point for EHR Requests 2023

Confluence Health provides effective EHR support by promoting the organization’s internal help desk, systematically prioritizing tickets, regularly communicating ticket status and updates, and following standards and guiding principles for consistency and effective decision-making.

Created in partnership with Confluence Health

Publish Date: 06/20/2023

Cost to Implement:  $$ - Budgeted Cost

Time to Implement:  0 - 6 Months

Program Goals

  • Provide consistent, quality support for requested EHR fixes

Organization Outcomes

  • Providers 92nd percentile for agreement that they can request EHR fixes

Collaborative-Verified Best Practices

  • Shared Ownership and Governance

What Confluence Health Did

Confluence Health promotes their help desk to provide timely support and fixes for EHR-related issues effectively. When problems or possible enhancements are identified, the help desk people enter tickets, prioritizing those submitted by subject matter experts (SMEs) who have discussed the requests with their managers. A standardized approach is followed for new requests, including clarifying the problem or desired enhancement through five questions. An optimization committee evaluates the requests and their associated questions to determine feasibility and impact. Communication regarding request status and changes is facilitated through ticket updates and emails. Informatics providers and Epic analyst managers communicate provider-specific changes, and meetings are held with SMEs to share information and gather feedback. The organization emphasizes the importance of having standards, a shared philosophy, and supportive leadership. They aim to codify guiding principles and standardize best practice advisories to ensure consistency and streamline decision-making.

How Confluence Health Did It

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Shared Ownership and Governance

Reader Responsibility

These perspectives are shared to facilitate better collaboration and communication between members of the Arch Collaborative. We encourage organizations to thoughtfully adjust their current operations based on their own experience, the findings of this research, and other complementary sources of information.

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Unlock the potential of EMR solutions to revolutionize healthcare efficiency and care-quality improvements by facilitating collaboration, measurement, and shared learning.

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Arch Collaborative case studies are focused on highlighting success that Collaborative participants achieve with or through healthcare technology. They are meant to briefly advertise member success and act as starting points for ongoing communication and collaboration between member organizations.

Case studies are typically published when (1) a verified outcome is recorded (and often verified through the Collaborative survey) and (2) the approach or steps to achieving that outcome aren’t commonly known and would be helpful to other organizations.

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