Bridging the gap between IT and Operations Jeslie Jacob, Director of Applications 3/21/2017

IT Customer Satisfaction

Physician Satisfaction with IT This survey is completed every other year, with 2015 being an off year. Percentile 1 = Peer group of Medical Teaching Facilities Percentile 2 = Facilities with more than 500 beds

Partnership - The three legged stool IT Operations Vendor

Keys to Success Clear Organizational purpose that connects technology Strong sponsorship from executive leadership Highly Engaged operational community Competent project team

Connecting to Purpose Our vision is to be recognized as a national leader in quality and Patient experience The Sparrow Way is key to achieving our vision iSparrow EMR is key to the Sparrow Way Deploying iSparrow EMR and using it to transform care is an exercise in change management Change management is a key responsibility of all leaders to ensure successful transition to iSparrow EMR

Executive Involvement Define vision, direction, and guiding principles Champion the Standardized System Nurture project team empowerment Structure decision making process Be visible

Engagement through Governance iSparrow Steering Committee iSparrow Physician Advisory Group (IPAG) Work Groups: Orders/CDS, Usability, Clinical Programs, Data Analytics Interdisciplinary Clinical Advisory Committee (ICAC) Work Groups: Ambulatory, Med-Surg, ICU, Peds, ED, Ancillary, Med Mgmt, Order Mgmt, Procedures Revenue Cycle Advisory Committee (RCAC) Work Groups: LMR, Pt Access, Scheduling, Pt Accounting, Coding, Charging, Clin Bus Admin, Facility & Org Structure, Providers, Payor/Plan

Building the IT team Hire “engineers with ears” Develop a culture of customer service, collaboration Teach emotional intelligence Understanding operational workflows - key part of job expectations Role – technical experts vs change agents

Contact: Jeslie Jacob jeslie.jacob@sparrow.org