Transitioning Customers to OTTR 7 Customer Experience Quality Transitioning Customers to OTTR 7 Over half of all our customers have moved to OTTR7 New Customers Existing Customers Childrens ID: 782246
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Slide1
OUI 2017
OPERATIONS
Slide2Operations Focus
Transitioning Customers to OTTR
7
Customer ExperienceQuality
Slide3Slide4Transitioning Customers to OTTR 7
Over half of all our customers have moved to OTTR7!!!
New Customers
Existing Customers
Slide5Children’s
Mercy Hospital
Banner Health Phoenix
Primary Children’s Hospital and Intermountain Healthcare
MedStar
Georgetown University Hospital
George Washington University Hospital
University of Tennessee Hospital
Levine Cancer
Institute
New
Customers
Sacred Heart Hospital
Slide6Transitioning Customers to OTTR 7
Welcome new customers!
Doctor’s Hospital at Renaissance University of New Mexico Hospital
Robert Wood
Johnson University Hospital
Saint Thomas West Hospital - Ascension Health
BMT Children’s Mercy Kansas City Hospital
Slide7Transitioning Customers to OTTR 7
Existing Customers
TAKE THE LEAP ~ IT’S AWESOME!
Slide8Transitioning – Inbound interfaces
ADT Interfaces
Lab/Microbiology
Interfaces
Transcription- Indication and
Radiology
CCD Inbound
Interfaces
Medications
Allergies
Immunization
Problems
Vitals
LabCorp
Lab
Quest
Diagnostics
Pathology Report
Radiology Report
XynManagement
-
shares data and reports between OTTR and Xyn
eHealth Technologies integration packageInbound
HL7 documents (PDF) Interface from eHealth to OTTRHL7 Inbound InterfacesOrders- into OTTR actions
Scheduling- into OTTR actions EMR
Messaging- into OTTR progress notes
Slide9Transitioning – Outbound
interfaces
HL7 outbound documents (PDF) Interface
from OTTR to EMR
eHealth Technologies integration
Outbound
HL7 ADT Interface from OTTR to
eHealth
XYNManagement
-
shares data and reports between OTTR and
Xyn
Slide10Transitioning - Integration
EMR/OTTR
PassThrough
Button
Slide11Customer Service/Experience
**Issue must be opened via voicemail as described above in after hours support.
Priority
Status Definition
Response
Time
1 - Urgent
Production database non-operational, Production
OTTRFeed
non-operational…
30 min during business hours,
1 hour after business hours **
2 – High
More than
½ of production workstations non-operational
30 min during business hours,
1 hour after business hours **
3 – Normal
Application administration
assistance for scheduled events, production application error message…
1 business days 4 – Low
Irritant to User / Cosmetic / Isolated Non-Severe Error in Production. 2 business days
Slide12Customer Experience
What is customer experience?
Bad customer servicehttps://
youtu.be/WKpt2E2Lqcw?t=6s
Slide13Customer
Experience
We want to DELIVER THE GOLD STANDARD OF THE CUSTOMER EXPERIENCE!
Slide14Customer Service/Experience
Excellent
customer
experience
Proactive
Help
documents
Video’s
Roadmap
WebEx
Upgrade
Email
that
a new version is available
Time to
upgrade
Slide15Customer Service/Experience
Upgrades - are now
Updates!!!
Time to update
Decrease the amount of downtime to the end users
Latest greatest version
Have all the BMT sites upgraded by the 4th quarter
Slide16Quality
We won’t throw you a curve ball when it comes to Quality
Our Quality Products are driven by Quality People!
Slide17Quality – in our products
OTTR
Products -
QA team members Earlier defect discovery Full regression testing
Clinical
Allows more time to focus on clinical
accuracy and workflow
Review the product for clinical relevance
Slide18Quality – driven by our people
Clinical Team
6
nurses 151 years of experience Clinical Team Site Visits
2016 = 51 visits 2017 = 41 visits so far!
End of September Version 7.15
BMT Registry Forms: 2804, 2814, 2900 for OTTR 7
4th Quarter
BMT Registry Forms: 2400, 2402, 2000, 2004
and 2450
Slide19What’s next once OTTR 7 is complete
Slide20What’s next now that OTTR 7 is completed