Digital

Digital Health Implementation Playbook Step 8: Preparing the Staff

Overview

Thorough workflow and technical training lead to successful RPM integration. Provide technical training on the remote monitoring system, new workflow procedures, and patient engagement materials. Ensure everyone knows their role and responsibility for utilizing remote patient monitoring to achieve the success metrics outlined in Step 3: Defining Success.

Quote

“This is a must-have. Otherwise, the program will result in failure.” 
—Jeet Barmecha, MD, Chief Information Officer, St. Barnabas Hospital

Goals to accomplish

  • Talk with your vendor about available training support
  • Identify staff leaders who can help develop, position and socialize training materials
  • Identify “superusers” who can act as ongoing trainers for other staff
  • Develop (or source from your vendor) written and/or video training materials (scripts, guides, reference documents) that staff can use and refer back to
  • Schedule large group training session(s)
  • Plan for how and when training will be refreshed/reviewed
  • Educate staff on the new workflow, clinical protocols, and operation of the RPM solution
  • Train staff to educate patients (see Step 9: Partnering with the Patient for tools)
  • Provide a process/opportunity for staff to provide ongoing feedback or ideas for improvement

Why preparing the care team is important

Successful implementation of an RPM solution is a team effort. Your team will serve on the front-line, reviewing clinical data and engaging patients, so it is important for them to know their role and responsibilities within the implementation. Proper staff preparation ensures:

  • Staff understand the importance of the program and are motivated to participate
  • Staff understand their key responsibilities in achieving aligned success metrics
  • New procedures are understood, correctly followed and documented
  • Data is collected, analyzed, and presented to physicians in a clinically relevant manner
  • Staff are prepared to impart the skills, knowledge, and mindset patients will need to be successful with the program

Best practice

Train staff from the perspective of the care team and patient. Because RPM is a technological solution, create a realistic training environment for care team members to operate devices, access portals, troubleshoot and answer questions from the perspective of a care team member and a patient. This will ensure they have well-rounded exposure to execute the clinical workflow and support patients in using their remote monitoring system. Your vendor may also be able to provide or support this training.

Avoiding a misstep

Incorporate staff feedback to secure and maintain buy-in. Depending on the input you receive, be open to further optimizing your workflow to address relevant feedback from your end users.

Small practice callout

Many vendors provide resources for staff training and support. When bandwidth is limited, consider partnering with your RPM vendor to provide in-person educational sessions and training materials.

Quick tip

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Practice spotlight

A CEO at a multi-hospital system knows that obtaining input from staff facilitates acceptance of new initiatives. In response to staff “pushback,” she engages them to participate in the solution. For instance, when staff expressed concerns about standardizing a clinical protocol across multiple sites, she organized small group meetings of direct peers from different sites. These groups were charged with recommending alternative process changes that would reach the same stated outcome—systemwide standardization—while maintaining positive quality and patient satisfaction scores. The protocol was then modified to reflect staff recommendations. “Health care workers have a strong sense of peer accountability. They are motivated to improve versus their peers. They don’t want to fail if another department or organization is succeeding,” she says. Furthermore, participating staff feel ownership over the change, and take on leadership roles to educate their teams and advocate for buy-in.

—CEO, Multi-hospital System

Resources

DOWNLOADS

Playbook: Step 8-RPM Roles and Responsibilities

Now that you have completed Step 8 in the AMA Digital Health Implementation Playbook, continue with Step 9: Partnering with the Patient. You can also go back to Step 7: Designing the Workflow, or visit the playbook main page to review all 12 steps.

AMA Digital Health Implementation Playbook

Download the Playbook to review all 12 steps to implement and scale remote patient monitoring in practice.