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The 96 practices across Manchester had a variety
of different software solutions in place to manage a range of patient records,
appointments, consultations and test results. The CCGs chose to rationalise
this to a single solution - EMIS Web. GMCSU was commissioned to manage the project
to complete the transition, including upgrading hardware and providing training
support. This was not just about new software, at the beginning of the
migration the first step was to check network speeds and address any problems
with the hardware or systems so that the new software will work as designed,
from day one.
Upgrading and installing new software is always a project full of challenges, never more so than at a GP practice where the software is the appointments booking and patients’ consultation notes. These systems are absolutely essential for the smooth running of the surgery. If they are off line even for a few hours the impact on both the workload of staff and the reputation of the practice can be significant.
The
practices are currently operating several different software packages and have
hardware and networks in a number of configurations, all of which would mean a
degree of flexibility was required in the approach adopted by the GMCSU project
team.
The 12 week migration process for each practice starts off with a visit to the practice by the project manager to explain in depth what they should expect, and what preparation work is involved for that practice. Shortly after, EMIS trainers confirm pre and post go-live training dates directly with the practice. Practices are fully supported throughout the migration process by various members of the team at different key stages of the project - to ensure smartcards are ready, data quality and templates are fully mapped to the new system, and any technical issues are identified and resolved as early as possible in the migration period. Both the project manager and project support officer are in regular contact with the practice prior to go live to ensure a smooth process.
The project team has identified that
“go-live day” is particularly important for GP practices because of the
additional risks to a practice’s reputation inherent in any perceived failure.
With web based training as well as specific support from EMIS trainers in
advance the practice staff are well prepared. Surgeries are encouraged to plan
their go-live day well ahead with double appointments to provide clinical staff
with extra time to record consultation information on the new data platforms. The
dedicated trainers also operate as “floorwalkers” on go-live day to provide
training on specific items where staff are unsure or
dealing with items they have not encountered during their training. IT
engineers are also on site from early morning to ensure that the hardware was
installed, and network connections are made and working correctly so that staff
are able to concentrate on proving appropriate care to patients and not having
to troubleshoot the technology.
The care taken by the GMCSU project team is reflected in the comment of one
practice manager, who said: “Go-live day is very busy, and I would advise any
practice manager going live to ensure they don’t give themselves any other jobs
to do on that day! We had the CSU Project Team, EMIS trainer and the IT
engineers here from 7.30am on the day to get everything up and running, and we
didn’t open the practice doors until 9.30am. Clinics started at 10am and we
allowed extra spaces throughout the day. Taking a practice through a large
project such as this is very satisfying as a practice manager. As with the
other projects we have been through as a practice, it is great when we have met
these challenges”.
Where surgeries were operating with older versions of EMIS software the
transition to a web based system was straightforward with much of the same
functionality. However, surgeries migrating from other systems had a steeper
learning curve with some preparatory work to do, notably where differences in
the underlying drug dictionaries on different systems need to be managed to
ensure patients get the continuity of care they expect.
Clinicians have seen the benefits of EMIS Web. GP Dr Paul Wright, said: “One of the clinical benefits is the user interface; the visual presentation is significantly improved, allowing for more clinically relevant information to be easily accessible”. Dr Wright also uses the EMIS Web mobile app, so he can log in to the system from his portable device, which is useful for home visits “I can access the patient record and document home visits while I am out of the practice, which is great.”
“The reception staff like the fact they can bring up a patient much quicker, and the booking system is easy to use and also quick. This is much better for the patient who is waiting. The GPs particularly like the consultation screen layout which enables them to put on a more structured and detailed consultation, and the nurses like the chronic disease management templates.”
Michael Pursglove, Practice Manager, The Avenue, Blackley
“Initially it was quite daunting; however it wasn't as stressful as I anticipated. The migration process itself was almost seamless, and the project as a whole was very good; a learning curve.”
Dr Frame, GP, Ashcroft surgery, Levenshulme