Go-Live Support

The specific go-live support services provided can vary depending on the healthcare IT implementation and organization’s needs. However, common services may include:

1. On-site support: Having a team of experts available on-site during the go-live period to assist end-users and resolve any issues that arise.

2. Training and education: Conducting training sessions to familiarize end-users with the new system, its features, and workflows. This includes providing training materials, documentation, and hands-on exercises.

3. Help desk and technical support: Establishing a dedicated help desk to address end-users’ questions, concerns, and technical issues promptly. This support can be provided through various channels, such as phone, email, or online chat.

4. System monitoring and troubleshooting: Monitoring the new healthcare IT system for performance issues, errors, and glitches. This allows for proactive identification and resolution of problems to minimize disruptions.

5. Documentation and user guides: Developing comprehensive documentation and user guides that provide step-by-step instructions and troubleshooting tips for end-users to reference.

Measuring the success of go-live support services can be done through various means, including:

1. User feedback: Collecting feedback from end-users regarding their experience with the go-live support services, training, and overall system usability.

2. System performance metrics: Monitoring key performance indicators (KPIs) such as system uptime, response time, and error rates to gauge the system’s stability and effectiveness post-go-live.

3. User adoption and satisfaction: Tracking the rate of user adoption of the new system and conducting surveys or interviews to assess end-user satisfaction and proficiency.

4. Incident and issue resolution: Monitoring the number and severity of incidents and issues reported during the go-live period and measuring the average resolution time to evaluate the effectiveness of support services.

By assessing these metrics and feedback, healthcare organizations can identify areas for improvement and make adjustments to optimize their go-live support services.

We ensure effective go-live support services by following these practices:

1. Thorough planning: Conducting a comprehensive assessment of the organization’s needs, resources, and workflows to develop a tailored go-live support plan.

2. Skilled and knowledgeable support staff: Ensuring the availability of experienced support staff who are well-versed in the specific healthcare IT system being implemented and can provide timely assistance to end-users.

3. Clear communication: Maintaining open and transparent communication channels with the healthcare organization’s stakeholders, end-users, and internal IT teams to address concerns and coordinate support efforts.

4. Adequate training programs: Developing and delivering robust training programs that cover the system’s functionalities, workflows, and best practices to empower end-users to effectively utilize the healthcare IT system.

5. Continuous feedback and improvement: Establishing mechanisms to gather feedback from end-users and stakeholders, regularly reviewing support processes, and making necessary adjustments to enhance the effectiveness of go-live support services.

Go-live support services play a vital role in driving user adoption of a new healthcare IT system. By offering comprehensive training, guidance, and technical assistance, go-live support helps end-users become comfortable and proficient with the system. It addresses their concerns, provides real-time solutions to challenges, and builds confidence in utilizing the new technology. Effective go-live support services can lead to higher user acceptance, smoother workflow transitions, and improved system utilization.

While go-live support primarily focuses on the initial implementation phase, its scope can extend beyond the go-live period. Post-go-live support is often necessary to address any ongoing issues, provide additional training or education, and assist with optimizing system usage. The duration and extent of post-go-live support depend on the organization’s needs, the complexity of the system, and the availability of internal IT resources.