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2 Best Project Award - Innovation Idea 2017– Malaffi on Wheels
Best Project Award in Innovation Idea
Email Mobile Name #
nras@seha.ae 0504939587 Nibal Abouras 1
mreddy@seha.ae 0505163904 Subhash Reddy 2
karunakaran@seha.ae 4967756055 Karunakaran Ramanaathan 3
rdahdouh@seha.ae 702229303 Raja'a Al Dahdouh 4
enshamsi@seha.ae 702209903 Eiman Al Shamsi 5
vramanna@seha.ae 702231803 Vikas Ramanna 6
mlopez@seha.ae 037023534 Maria Charisma Lopez 7
ndhawood@seha.ae 037023690 Mohamed Sheik Dhawood 8
mhusni@seha.ae 037022513 Maher Husni 9
hakkhan@seha.ae 0 7022444 Hakimuddin Jiwa Khan 10
3 Best Project Award - Innovation Idea 2017– Malaffi on Wheels
Content
4TMain Information4T -------------------------------------------------------------------------------------------------------------------- 4
4TThe first criteria: Study and define project objectives4T --------------------------------------------------------------------- 5
4TThe second criteria: Project Team 4T ---------------------------------------------------------------------------------------------- 10
4TThe third criteria: Resource Management and Control4T ------------------------------------------------------------------- 11
4TThe fourth criteria: Risk Management and Project sustainability4T ----------------------------------------------------- 14
4TThe fifth criteria: Project execution4T -------------------------------------------------------------------------------------------- 15
4TThe sixth criteria: Results 4T --------------------------------------------------------------------------------------------------------- 17
4TGlossary (optional) 4T ----------------------------------------------------------------------------------------------------------------- 23
4 Best Project Award - Innovation Idea 2017– Malaffi on Wheels
Main Information
Project Name
Malaffi on Wheels - MOW
A summary of the project and its reasons (15 lines maximum)
Malaffi on Wheels is a reach out program to clinical areas to support the on-going users learning process and enhance
EMR adaption improvement objective, frequent visits are scheduled in a weekly bases to different areas in the hospital.
Our objectives are to enhance transparency and promote honest and direct feedback at users’ level, and empower
Health care providers and System users to break down silos and build bridges to strengthen communication, provide
clarity, education and direct answer to system related questions and problems. Each and everyone’s points of view are
freely expressed, listened to and safe from judgment and repercussion.
Simply “Solve Problems and Stop them Before They Happen”.
Additionally follow up number of issues and gaps such are training and denials which was significantly reduced.
Department (section):
IT Department/ Malaffi/Health informatics.
Project Manager (Name and designation):
Nibal Abouras – Clinical System Analyst- Al Ain Hospital
Main members of the project team (Name and role)
Email Mobile Role Name
nras@seha.ae 0504939587 Clinical System Analyst Nibal Abouras
mreddy@seha.ae 0505163904
Senior Physician
Application Analyst
Subhash Reddy
karunakaran@seha.ae 4967756055
Application Support
Analyst
Karunakaran Ramanaathan
rdahdouh@seha.ae 702229303
Support Application
Analyst
Raja'a Al Dahdouh
enshamsi@seha.ae 702209903
Senior Application
Analyst
Eiman Al Shamsi
vramanna@seha.ae 702231803 Malaffi Site Manager Vikas Ramanna
mlopez@seha.ae 037023534 Senior Pharmacist Maria Charisma Lopez
ndhawood@seha.ae 037023690
Assistant Claims Officer,
Revenue Development
Mohamed Sheik Dhawood
mhusni@seha.ae 037022513 Senior Charge Nurse Maher Husni
hakkhan@seha.ae 0 7022444 -Physician Hakimuddin Jiwa Khan
Project Starting Date October 2016
The person who can be contacted in with any issues related to the project submission :
Email Mobile Telephone Name
nras@seha.ae 0504939587 037023613 Nibal Abouras
5 Best Project Award - Innovation Idea 2017– Malaffi on Wheels
UThe First Criteria: Study and define project objective
1. Identify and set goals and project document
Project Goals are set and determined to matches and satisfy SEHA Strategic plan 2016-2020 (Appendix 2):
Projects Goals:
Provide direct answers for system related questions from the application specialist and subject matter
experts.
Provide hands on training on specific areas defined as training gaps.
Answers to frequently asked questions.
Provide tips and shortcuts.
Setting favorites and end-user preferences
Re-enforce Specialties specific system/workflows / documentation and Policy.
Provide support for different machines interface.
Attend end-users concerns and issue in documentation and new Malaffi changes.
6 Best Project Award - Innovation Idea 2017– Malaffi on Wheels
2. Project Plan and Execution
Malaffi on wheels initiative is a proactive way of support, by approaching system end-users in their working place
to come across their issues and questions about Malaffi system and other technical issues that they may
experience.
Some of our project triggers is that we have found users are tend to find work around for their system issues that
may not matches operation workflow which prolong their time using the system and withdraw them from patient
care, other area of improvement is that users have difficulties catching up updates and system changes send by
emails or discussed in meeting, which drag the attention to the important to improve communication channel and
close the gap of communication by updating users within their real time of system usage which in turn enhance
users participating in providing feedback and reduce challenges of not able to express their concerns in Talabi
request or email.
Malaffi on Wheels visits schedule are arranged and determined by the project lead to cover all hospital clinical
areas and units and ensure each department will get a visit by Malaffi team at least once every month.
Objectives of each visit are determined based on a specific targeted unit requirement that might be
training, technical or workflow or can be a general knowledge and information about system usability,
troubleshooting or compliance of specific operational workflow and policy.
7 Best Project Award - Innovation Idea 2017– Malaffi on Wheels
Based on the overall Implementation strategy of Electronic medical record system (Malaffi) we have believed on
the importance of staff buy-in and involvement. As people come with different backgrounds, frames of reference,
experience with technology and comfort with change. users never start from the same place and they move
through the ongoing change process at different speeds, and they require understanding of their fears, needs,
hopes, and their reactions to the challenges that impact their ability to perform, here where Malaffi on Wheels
came in place to address and cover all those Aspects to achieve the goal of sustainable results, growth, and
organizational vision.
3. Develop an organized and comprehensive plan for internal and external communication
Communication and introduction email about the Malaffi on wheels visits and schedule was sent to all hospital
staff to ensure awareness and readiness with questions and issues they want to raise to the team.
Management made aware of the initiative to support, re-enforcement and compliance of defined workflows and
process.
All changes that are applied to the system are communicated through an announcement email sent to
targeted group of clinician to those who the change may impact, which gave them the chance to communicate
and reply back if they have any question or clarification on the implemented change, in the other hand those
changes are also uploaded to the hospital intranet (portal) to allow users to go back any time to review and
understand the concept of the change.
8 Best Project Award - Innovation Idea 2017– Malaffi on Wheels
Changes requested and applied to Malaffi System are going through an SEHA
Enterprise agreed process, which is defined in the following diagram:
9 Best Project Award - Innovation Idea 2017– Malaffi on Wheels
4. Develop a quality assurance plan
Issue log record is maintained for all issues reported during the Malaffi on wheels visits, including education and
training provided to specific training gap or area of interest that required action of process correction and
compliance, all issues reported that require a third party or vender fix are logged in IT help desk system (Talabi)
which in turn notify concerned user/staff of the action been taken to fix his/her issue. If any changes that are
proposed by end-users and approved by the Inter-user committees, the Project lead is responsible for
communicating the changes to concerned group of end-users.
10 Best Project Award - Innovation Idea 2017– Malaffi on Wheels
The Second Criteria: Project Team
Project team consist of Malaffi team who are the subject matter expert in the Malaffi applications that been
utilized by different clinicians such as physicians, nurses, allied health practitioners, Pharmacists and number of
administrative staff. Project lead
Is responsible to communicate the visit schedule with the selected clinical area manager/ in charge, determine the
list of issues and agenda to be discussed with the concerned department and staff, additionally maintain the issue
log record and ensure issues that not been resolved and require vender support are logged through Talabi system
and assigned to appropriate resource.
Other involved Malaffi team members who may not present during the visits, but have a specific application
question and issue: are responsible to contact end-users of their specialty and follow up on items and issue raised
during the visit.
11 Best Project Award - Innovation Idea 2017– Malaffi on Wheels
Third Criteria: Resource Management and Control
1. Manage financial resources related to the project
Project was initiated and managed using the current resources and man power, existing devices and
equipment was utilized to demonstrate data and processes of the specific visit objective.
2. Manage and direct knowledge resources and identify a systematic and comprehensive plan
Resources assigned and managing the scheduled visits are Malaffi team who are the subject matter expert in
system design, trouble shooting and knowledge of Malaffi system capabilities to accommodate new/proposed
process or function requested by end-users.
At the first stage of the project, we have the targeted the groups of direct patient’s health care providers from
physicians, nursing and Allied Health users, and the ongoing plan is to extend this to other Malaffi users from
Pharmacy, Registration and administrative teams.
Malaffi system consists of at least 15 applications and functionality that are currently utilized by the hospital
clinical staff which require appropriate support and knowledge resources allocation, and within the first stage
of the project we have resources defined who are able to cover more than 7 applications and specialized
functionalities.
3. Manage and direct suppliers :
Project sustainability plan is maintained by ensuring all provided information are accessible to all system users all
the time either by sharing and uploading reference guides to hospital Intranet portal or provide printed guide to
user in their work place:
12 Best Project Award - Innovation Idea 2017– Malaffi on Wheels
4. Assure optimum Resources use
Additionally to the Malaffi team members, number of Malaffi super users who were involved in the system
implementation were empowered during the visits and helped to communicate knowledge to all unit staff and in
turn they report issues to Malaffi team either through Help desk system (Talabi) or direct contact by phone or
email.
All Malaffi system changes that are communicated by emails are also uploaded to the hospital intranet (portal, in
addition to Malaffi Insight website that contain all Malaffi system training guides and training which staff can refer
to self-learning and education.
14 Best Project Award - Innovation Idea 2017– Malaffi on Wheels
Fourth Criteria: Risk Management and Project sustainability
Risk management plan is maintained and tracked by the project lead with the appropriate mitigation and action
plan to minimize effect of the project progress, number of risks are identified as per following table:
Also refer to Fifth Criteria, point # 2 for the details on Project sustainability.
Risk Description Category Probability Impact Risk Response Status Owner
Limited Malaffi Resources Management
Likely Moderate
Determine the visit
objectives based on
resources available.
Open
Malaffi
Management
Unavailability of users in
the clinical area specially
physician
organizational Likely Moderate Schedule the visit
with consideration of
physician round time
and availability in the
unit
In progress Team members
Unable to accommodate
certain requested change
in the system
External May not occur Minimal Provide alternative
option to run the task
through available
system functionally
In progress Team members
15 Best Project Award - Innovation Idea 2017– Malaffi on Wheels
Fifth Criteria: Project Execution
1. Develop a system for Managing Records and project activities and assure Document support and
operation execution, Control, review, update and develop solutions and preventive and corrective
action
Issue and visit record is maintained to track all activities captured during the visit wither it was training, question or
issue that require a service request to go to Cerner for a fix, issues that are not resolved on site are logged in the
Talabi IT support system maintain the communication cycle with the concerned user who receives the notification
in her/his email on the progress of the raised issue till closer and fix.
16 Best Project Award - Innovation Idea 2017– Malaffi on Wheels
2. Develop a comprehensive plan or methodology to close the project including all aspects of the project
Malaffi on Wheels is an ongoing project that getting upgraded to different level of support to be extended to all
other groups of Malaffi system users and Applications such as pharmacy, and registration (ESM, ERM) utilizing the
Malaffi Pharmacy and registration support resources from Malaffi team to be available during the future scheduled
visits to respected area.
Methodology used in the project will ensure defining the system user requirement of any Malaffi system
application utilized in the organization, design the visit to respected area and monitor results and follow up
compliance:
17 Best Project Award - Innovation Idea 2017– Malaffi on Wheels
Results Sixth Criteria:
• Project KPIs and results:
• Provide Education and learning to improve Health Care services:
Over the last 11 month of the project, we have 63 visits to different hospital clinical areas and recorded more than 70
issues logged varied between training, compliance and change request, some of those issues resolved on site during
the visits and other had required to go through a change process:
Number of System clicks also shows improvement which in-turn improve Patient care by having users focus on patient
need, by analyze the data based in Cerner Advance Health System to look at high opportunities across all venues
Facilities/Specialties/Physician peers. We identified that Order set were bleakly utilized and targeted an Endocrinologist to
start using the Power-Plan for the patient he sees, so that Insulin protocol is appropriately implemented Adaptation was
good and we found that the user standard using the order-set.
18 Best Project Award - Innovation Idea 2017– Malaffi on Wheels
Care Advance–Lights on Network
Additionally system usage alternatives tips provided during the visits did add value in saving users time on the
system.
One of the training gap identified was utilizing ECG functionality in Malaffi System using interfaced machine which
required class room training session scheduled over 3 months to cover all nursing staff,
7
13 9
28
10
19
05
1015202530
OCT NOV Dec jan feb mar
Insulin orderset usage Q3 2016 and Q1 2017
19 Best Project Award - Innovation Idea 2017– Malaffi on Wheels
• Improve staff Satisfaction and engagement and enhance communication:
Malaffi on Wheels Initiative focus on staff, therefore, we were much concerned to hear staff feedback, Survey has
been conducted and sent to hospital nursing and physician groups and returned with 80- 90 % positive response on
the effective of Malaffi on Wheels visits and the important to continuity this initiative. This survey was conducted for
the period of time from August to October 2017.
Based on the same survey, > 50 % of staff do agree that getting support by the team on their working place enhance
the communication process and help optimizing their experience with Malaffi System especially when they had the
chance to explain and show their issue to the support team that was not easy by raising request or email.
Reduction of Denials and insurance issues: Based on the report received from Revenue Cycle team on the number
of claims and denials issues they experience due to staff noncompliance to designed system process and workflow,
they have returned a positive result after attending all the raised issues and communicate the correct workflow and
process with the concerned group of staff.
20 Best Project Award - Innovation Idea 2017– Malaffi on Wheels
Team KPIs and results:
Over the project time, team were able to attend and meet around 500 staff from nursing and physicians group and
recorded number of issues that required Vendor support to perform the required changes that optimize system
usability and adoption:
21 Best Project Award - Innovation Idea 2017– Malaffi on Wheels
One of the issues reported that required correction to adhere with policy and JCI requirements is to add additional
section to Time out form:
And these added a value for the whole team when system design matches JCIA requirements and get our
organization accreditation.
22 Best Project Award - Innovation Idea 2017– Malaffi on Wheels
• Project Effect Indicators
Number of issues been closed: 70 issues were recorded that varies from training, Technical and new proposal
/change that require build in the system and more than 60 issues are closed.
23 Best Project Award - Innovation Idea 2017– Malaffi on Wheels
Glossary (optional)
Appendix 1
Appendix 2:
24 Best Project Award - Innovation Idea 2017– Malaffi on Wheels
Appendix 3:
Abbreviation:
Malaffi On Wheels MOW
Enterprise Registration Management ERM
Enterprise Scheduling Management ESM
Revenue Cycle Management RCM
Electrocardiogram ECG
Positive patient Identification PPID
Out Patient Department OPD
Coronary Care Unit CCU
Intensive Care Unit ICU
Emergency Department ED
Labor and Delivery L&D
Neonatal Intensive Care Unit NICU
Operation Theater OT
Obstetric OB
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