1. User and Staff Training
Jennifer McGill, M.Eng., CCE

2. Outline Why User Training? Training Methods and Tools
Evaluating Uptake
Why Staff Training?
Not just fixing equipment…
Learning Environment
Programs

3. Why User Training? Up to 50% of service calls use error
Reduces work for service staff
Reduces risk to patients
Reduces frustration/stress of users
Improves communication between users and service providers
Increase competency of trainer

4. Training Methods and Tools
Simulation
Demonstration
Online or Digital Modules
Job-aids
Admit Patient Checklist
Quick Reference Guides
External Pacemaker Quick Reference
Troubleshooting Tips

5. Evaluating Uptake Ask for examples from learners “What if?” scenarios
Encourage questions & interaction
Demonstrate tasks to others
Summarize or teach next group

6. Why Staff Training? Motivation and morale Rapid technology changes
Integration and interaction of devices and systems
Improve quality of service - BROADEN
Interaction with vendors and staff
SUSTAINABILITY – internships and mentorships

7. Not just fixing equipment…
Clinical
Arrhythmias, dialysis, understanding WHY
Safety
Infection Control, Radiation Safety
Non-Technical
Customer Service, Time Management, Communication, Leadership and Teamwork, Conflict Resolutions, Diversity, Ethics, Privacy
Organisational
Orientation, goals, admin processes,

8. Learning Environment Article/Journal reviews
Designated “research” time
Special projects
Lunch & Learn (talented staff)
Cross-training & collaboration
Shadowing, Mentoring
Conferences – Professional Society

9. Programs British Columbia Institute of Technology
University of Trieste - Trieste, Italy
Babson MBA – FAST Track Program
More from Baset Khalaf…

10. User and Staff Training
Questions? Comments?