Registry Operations Support, Training and Education: How Support Has Changed and How to Improve Carrie Bosela, RN; Jens Eldrup-Jorgensen, MD; Joanne Miller and Dawn Pavia

Our Team PATHWAYS Support M2S introduced 2 new members to the PATHWAYS Support team in 2018 with a focus on expanding capacity and adding to our diverse skill set. The team has extensive experience and backgrounds in: Clinical settings – Hospitals & Clinics Computer Science Customer Service Technical Support

PATHWAYS Support Our Team

Our Team PATHWAYS Support Joanne Miller Dawn Paiva Registry Operations Manager, 2017 Dawn Paiva Society Relationship Manager, 2016 With M2S for 12+ years

Our Team PATHWAYS Support Andrei Cioban Kaisha Hayden 2014 – With M2S for 12+ years! Project lead for Data Import and M2S Manual Abstraction Service Kaisha Hayden 2016 Project lead for Claims Validation

Our Team PATHWAYS Support Becky Torrey Heather Wittmann Rob Hall 2018 2017 – With M2S for 13+ years!

PATHWAYS Support Objectives Improvements Future Plans

2018 VQI HM Survey PATHWAYS Support What do we do well? “Webinars are great, Pathways Support has improved over recent months” “[Support] has improved in the recent months but I want to see if the trend continues.” “The team is great. They seem to want to help, and it's appreciated.” “Registry and PW Support = Excellent.” “Dr. Beck providing webinars are fantastic.” “Prompt reply” “Answering questions quickly, warning us for downtime and have webinars”

2018 VQI HM Survey PATHWAYS Support What do we need to improve? “The report system is very difficult to use” “Reporting and analytics needs to be better” “Be more available by phone and not just email.” “Some of the webinars should be held more than once. Posting the material is good but actually being at the webinar is better.” “Web site user training.” “Initial training & subsequent trainings” “Support is random depending on who responds the help text boxes are not clear”

PATHWAYS Support Progress Objectives Based on prior surveys and customer feedback, we have focused efforts on the following objectives to augment and strengthen our support services: Improve response time Improve communication & customer satisfaction Implement customer support ticketing system: Zendesk

PATHWAYS Support Progress Improvements Implementation of Zendesk Beta testing of the new ticketing system was completed between April and November 2018 Beta sites major contributors to full comprehensive rollout Utilized feedback from beta sites to refine workflows to enhance user experience Many thanks to Providence, Inova, Baylor, Aurora, and Allina Health! Comprehensive Rollout completed December 2018 All sites fully implemented Minimal disruption to customer support & response times “This process is running seamlessly and with an excellent response time today. I am very pleased with the way this communication is being tracked and processed. Nice job!” “Congratulations to you and your team and thanks for the procedure changes to how questions are handled.”

User Impact PATHWAYS Support No workflow change. Initial communication begins with an email to existing support address: PATHWAYSsupport@m2s.com Discourages direct emails to support team members For improved communication, consistency, tracking and efficiency purposes Automated feedback Provides immediate engagement with our team and confirmation that your query has been received Prioritization/Efficient Routing Reduces response time Closure of a support ticket generates email with ticket dialogue Useful for future reference

PATHWAYS Support Progress Other Enhancements In response to feedback, we have added additional details in announcement emails to identify the announcement recipient list Worked with SVS PSO to review and remove outdated Resources New technical FAQs developed and posted in PATHWAYS Resources Clinical FAQs removed and will be used to enhance help text Expanded use of pop up notifications in PATHWAYS regarding webinars, downtime, important announcements Collaboration with SVS PSO to improve rollout timeline and process for major registry revisions

PATHWAYS Support Initiatives Training

Initiatives PATHWAYS Support Addition of Support tab to PATHWAYS The initial release of this feature is anticipated to include functionality to submit a query to the Support Team directly in PATHWAYS. Plans to add more features coming soon……. Expanded use of Zendesk to include templates & tools to provide consistent messaging and content

Training Initiatives PATHWAYS Support New Site Onboarding Process changes New onboarding guide Welcome call to capture outline of the on-boarding process to help with expectations and timing of training Training sessions now in 3 separate sessions to include Admin, Data Management & Reporting Establish training video library Brief, simple training tips to assist users with quick tips

PATHWAYS Support Audience poll

Question #1 PATHWAYS Support Thinking about your experience with the PATHWAYS Support team over the last 6 months, how satisfied have you been with the service provided overall? A – Very satisfied B – Somewhat satisfied C – Somewhat dissatisfied D – Very dissatisfied

Question #2 PATHWAYS Support Thinking about when you first joined VQI, what was the biggest challenge you faced as you implemented the registry in your center? A – Using/navigating PATHWAYS B – Establishing internal workflows C – Identifying abstraction sources (EMR, OR logs, 3rd party abstraction) D – Understanding data collection forms/clinical field definitions

Question #3 PATHWAYS Support PATHWAYS Support has increased usage of the PATHWAYS pop-up notification feature to communicate with members regarding downtime, releases, important dates and announcements. We would like feedback on how well this is received. A – Keep them coming! Pop-ups are effective. B – Stop! They are so annoying. C – No opinion.

Question #4 PATHWAYS Support As PATHWAYS Support considers initiatives to improve customer training and support resources, which of the following do you think would be most important or provide the biggest impact? A – Technical “How To” Video Library (short videos to demo specific PATHWAYS functionality) B – Pre-Recorded Procedure Specific Clinical Training C – Additional User Guides posted to Resources D – PATHWAYS “101” Webinars (Data entry training open to existing sites for additional staff training)

Question #5 PATHWAYS Support Which of the following webinar topics would be of most interest to you? A – Procedure specific training (i.e., EVAR or PVI webinar) B – Quality Improvement Case Studies C – Advanced Functions for Interactive Reports (i.e., Incomplete Records Report “Actions”) D – Analytics and Report training