User Training and System Maintenance
User Training
Planning for Training
The facility is in the process of implementing the new Medical Practice Management System. Existing literature notes that there is a lack of expertise in the existing workforce to manage new technologies (Kolding et al., 2018). This is due to the fact that new technologies require new skills specific to the technology. The facility will need to train the users on the use of the system and system maintenance. User training is an important part of the system implementation process. The system implementation team will train both the system’s users and system operators. Training users and system operators ensure that the system can be used efficiently and well maintained for efficient use. Training the users and other system operators will improve their understanding of the system and equip them with the knowledge to diagnose the system for problems and solve them.
Contents of the Training
The contents of training on the new Medical Practice Management System will include:
Training on the use of the different software and hardware,
The use of computers and other digital systems in the capturing and management of patient’s health data
Editing of the data within the system,
How to add new information to an existing data file,
How to search or delete patient records within the system,
How to share patient files within the system,
How to access the system remotely,
How to diagnose the system,
How to update the system,
How to ensure the safety and privacy of collected patient information,
An introduction to existing regulations and policies that guide the use of electronic health records.
Methods of Training
The training of the users on the newly implemented system will focus on four methods of training:
Face-to-face on-site instruction on systems use,
Interactive use demonstrations and simulations,
Gamification,
Tutorial videos and the use of other microlearning resources
Location of Training
Training will be carried out within the facility at the main conference hall for both the users and other system operators for the set number of days. The other methods of training will be carried out at the various workstations based on the specific roles and responsibilities assigned to the workstations.
Schedule of Training
The training based on the system’s developer and provider’s consultations is scheduled as follows:
Setting objectives for the training and a timeframe for achieving the objectives,
Identifying the actual training needs among the staff,
Setting measures for training progress,
Training of the trainers,
Collective training of all staff on the basics of the system, governing regulations, and policies,
Collective training of all staff on the functions of the elements of the system, including devices, programs, and software,
Training of system operators on system maintenance,
Department-specific training and training users on the specific use of the system based on their roles within the facility,
Provision of continuous support to the users and operators post-training.
Resources Needed
The following resources are required to facilitate training during the implementation process:
Workstations including desktop computers and laptops,
Servers and modems,
Printers and photocopier machines,
The system’s software,
Physical data storage device,
Cloud storage service providers,
System’s user manual,
PowerPoint presentations,
A projector,
A whiteboard,
Incentives for training,
Trainer of trainers.
Training the Trainer
The Train The Trainer program has been applied in employee training as a framework to train other instructors to become experts in the subject and support the training program across the organization. Train the trainer programs have been found to be the most effective programs for the dissemination of knowledge in healthcare with reported improved knowledge of the selected staff for the program, their attitudes, skills, confidence, commitment to the training program, and trainer behaviors (Poitras et al., 2021).
A sample of the facility’s staff will be selected for The Train The Trainer program which will focus on the various training contents specific to the departments and roles of the trainers. The Train The Trainer program will provide knowledge to the trainers on how to provide teaching to the other staff on the use and maintenance of the system. In addition, the system and IT provider will provide The Train The Trainer program and all the required support for the training. This is necessary to ensure that the trainer of trainers is well versed with the system and that they pass the required knowledge to the selected trainers.
Conducting the Training
The on-site training of the staff will be carried out within the identified settings and with the right staff. The training will cover systems usage and maintenance. Trainers will be divided into trainers of users and trainers of operators. The on-site training will include the use of PowerPoint presentations, interactive provision of support to the users and operators, and the provision of hands-on training. The gamification program will be integrated into the training programs to improve the effectiveness of the training within a short period. Research on the gamification of training has found that the use of game elements during the training process significantly impacts employees’ understanding of training content and learning outcomes (Armstrong & Landers, 2018). The systems, IT provider, and trainers are expected to provide content-specific tutorial videos to support the overall training during the implementation phase and post-implementation.
Additional Periodic Ongoing Training
As the technology used in the new system will be continuously updated, overall technology use in healthcare is expected to continuously change as regulatory requirements get improved and changed. Also, a periodic training program will be set to facilitate the management of the changes and updates. The system and IT provider and the trained trainers will provide periodic training to the staff on the changes and refreshers on the use of the system efficiently. The additional periodic and ongoing training will be provided online through tutorial videos and the gamification program. In addition, periodic on-site training will be provided only to the staff trainers and only when necessary.
Computer-Assisted Training
Computer-assisted instruction (CAI) will include the use of video tutorials, the gamification of staff training, and simulations of the use of the system. These will support self-directed and self-paced training to meet the training needs of each staff member. The IT and system provider will simultaneously create an interactive online space that will provide support during the training period and during the periodic training. The online interactive space will also provide ready support for the staff and the maintenance team as needed.
System Maintenance
System maintenance is an important phase after the system has been fully implemented. It tests, monitors, evaluates and modifies the system to ensure that it meets the specifications of the request for proposal (RFP). The RFP sought to adopt and implement a system that would phase out the old medical records system and introduce a more efficient electronic records and medical practice management system to improve the efficiency of the facility’s operations. To achieve these objectives, it is crucial that all the components of the system, including the system’s hardware, work together. The hardware components of the system include the workstations, servers, physical storage hardware, printers, routers, data cables, switches, and other hardware linked to the system. To ensure that all hardware components of the system work together, the maintenance team will request all users to share product backlogs to support the improvement of the efficiency of the hardware systems.
The adoption of interconnected systems to improve the efficiency of operations raises questions about the safety, security, reliability, and privacy of the systems (Bures et al., 2020). The system is expected to allow care providers to efficiently provide services to a larger number of patients, develop a health profile for each patient, develop comprehensive treatment histories, be able to remotely share and access these developed health records with other care providers, and spend less time searching for patient’s clinical data. The system must also meet all the existing regulations and policies set by the governing bodies, including the HIPAA Privacy Rule. The system will be tested, monitored, upgraded, and maintained to ensure that it delivers all of these functions effectively and efficiently and meets such regulatory requirements.
The testing of the system’s incorporation and interoperability completeness is an important part of system maintenance. It ensures that data between different systems interfaces can be transferred smoothly and in the correct format. It is common knowledge that even though systems may pass the conformance test, they may have integration and incorporation issues. System’s Internet of Things is required to meet stringent measures in terms of their reliability, latency, storage, bandwidth, and Quality of Service (QoS) to achieve interoperable communication among the connected devices (Yang et al., 2020). The system’s hardware and software will therefore be tested on how they are interoperable and incorporable with other components within and outside the system.
The transference of data from the old to the new system marks a successful implementation of the new system. The new electronic patient management system is required to support the efficient transfer of patient information from the old records system. Strict measures will be implemented to ensure that all patient information is captured during the transfer. The system is also expected to support the data transfer and reduce the staff’s cognitive workload during the transfer process.
The system maintenance will also include stress testing of the new system. Stress testing of the system will include testing the smooth integration of various interfaces within the system. It should be able to efficiently integrate data from different systems such as the hospital information system, including EHRs and EMRs, the hospital billing system, the medical practice support systems, and other data collection systems at various points within and outside the facility. The system will be required to support the pulling and pushing of data on-demand across the system in real-time medical-related systems without creating delays and file clutter. Another stress training will include the reliability of the system when internet connections are unavailable. These will include how the system allows for offline data access when needed on-site or remotely.
References
Armstrong, M. B., & Landers, R. N. (2018). Gamification of employee training and development. International Journal of Training and Development, 22(2), 162–169. https://doi.org/10.1111/IJTD.12124
Bures, M., Klima, M., Rechtberger, V., Bellekens, X., Tachtatzis, C., Atkinson, R., & Ahmed, B. S. (2020). Interoperability and Integration Testing Methods for IoT Systems: A Systematic Mapping Study. Lecture Notes in Computer Science (Including Subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), 12310 LNCS, 93–112. https://doi.org/10.1007/978-3-030-58768-0_6/COVER/
Kolding, M., Sundblad, M., Alexa, J., Stone, M., Aravopoulou, E., & Evans, G. (2018). Information management – a skills gap? Bottom Line, 31(3–4), 170–190. https://doi.org/10.1108/BL-09-2018-0037/FULL/XML
Poitras, M. E., Bélanger, E., Vaillancourt, V. T., Kienlin, S., Körner, M., Godbout, I., Bernard-Hamel, J., O’Connor, S., Blanchette, P., Khadhraoui, L., Sawadogo, J., Massougbodji, J., Zomahoun, H. T. V., Gallani, M. C., Stacey, D., & Légaré, F. (2021). Interventions to Improve Trainers’ Learning and Behaviors for Educating Health Care Professionals Using Train-the-Trainer Method: A Systematic Review and Meta-analysis. The Journal of Continuing Education in the Health Professions, 41(3), 202–209. https://doi.org/10.1097/CEH.0000000000000375
Yang, G., Jan, M. A., Rehman, A. U., Babar, M., Aimal, M. M., & Verma, S. (2020). Interoperability and Data Storage in Internet of Multimedia Things: Investigating Current Trends, Research Challenges and Future Directions. IEEE Access, 8, 124382–124401. https://doi.org/10.1109/ACCESS.2020.3006036
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Question 
This week there are three tasks to do. First, you will work on the user training phase of the system implementation, considering the following in 3-5 pages:
Planning for training
Contents of training
Methods of training
Location of training
Schedule of training
Resources needed
Training the trainer
Conducting the training
Additional periodic ongoing training
Computer-assisted training
Second, this week is the final phase of the system implementation that results in the acceptance, rejection, or modification of the project, and release, suspension, or deduction of the contracted amount to the vendor(s)—system maintenance. Complete this section in 2-3 pages.
Ensure that all hardware works together.
Ensure that every function of every application of the computer system works and the system meets the functional requirements and the RFP specifications.
Ensure that data between different systems interfaces is transferred smoothly and in a correct format.
Ensure correct transference of data from old to new system (conversion testing).
Ensure that the system can work under maximum load (volume/stress testing).
Verify that the system works as expected in a live environment.
Third, combine your earlier Final Project papers into a single cohesive document with appropriate transitions and editing.
To support your work, use your course and textbook readings and also use the South University Online Library. As in all assignments, cite your sources in your work and provide references for the citations in APA format.
Submission Details:
Your assignment should be addressed in an 8- to 10-page document.
Submit your document to the Submissions Area by the due date assigned.