1. 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

2. 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

3. PATHWAYS Support
Our Team

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

5. 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

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

7. PATHWAYS Support
Objectives
Improvements
Future Plans

8. 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”

9. 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 .”
“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”

10. 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

11. 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.”

12. User Impact PATHWAYS Support
No workflow change. Initial communication begins with an to existing support address:
Discourages direct s 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 with ticket dialogue
Useful for future reference

13. PATHWAYS Support Progress
Other Enhancements
In response to feedback, we have added additional details in announcement s 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

14. PATHWAYS Support
Initiatives
Training

15. 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

16. 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

17. PATHWAYS Support
Audience poll

18. 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

19. 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

20. 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.

21. 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)

22. 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