{"id":871,"date":"2017-12-17T13:33:06","date_gmt":"2017-12-17T21:33:06","guid":{"rendered":"https:\/\/themercers.ca\/OrderOutOfChaos\/?p=871"},"modified":"2024-02-26T13:35:25","modified_gmt":"2024-02-26T21:35:25","slug":"going-live-in-healthcare-the-four-function-command-centre","status":"publish","type":"post","link":"https:\/\/themercers.ca\/OrderOutOfChaos\/going-live-in-healthcare-the-four-function-command-centre\/","title":{"rendered":"Going Live In Healthcare (the Four Function Command Centre)"},"content":{"rendered":"

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The following is a very brief overview of how we support our project go-lives here at Island Health. This Command Centre model has grown up over the past 10 years into a fairly well oiled machine that improves every time we use it. Each of the four functions has a specific purpose in the model which compliment and reinforce each other.<\/p>\n

Key Drivers in Supporting Project Implementations\u00a0<\/h3>\n
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  • All staff impacted by the change must be supported at the front line (e.g.: Onsite Support) and have a way to report problems (hardware, system, education needs etc.) to the go-live support team.<\/li>\n
  • To reduce delays in responding to problems, the go-live team must have a single way (e.g.: Central Support) to receive and report out on the volume\/themes of incidents that staff are experiencing.<\/li>\n
  • The go-live team must have a way to bring the appropriate resources to bear on urgent issues as they emerge (e.g.: Rapid Response) to ensure interruptions to front line staff are kept to a minimum.<\/li>\n
  • To ensure the right decisions can be made by the right people in as short a time as possible, there must be clear escalation paths for operational leadership (e.g.: Situation Room) to address urgent incidents as they emerge.<\/li>\n<\/ul>\n

    Onsite Support<\/h3>\n

    Made up of inter-disciplinary teams (typically a project\/technical analyst and a nurse\/medical informaticist) who round on the units, providing at the elbow support\/education and addressing issues in the moment. They can also be dispatched by Central Support to address high priority items (e.g.: Physician is having trouble logging into the system) and finally, they act as the “eyes and ears” of the Command Centre on the ground.<\/p>\n

    Central Support<\/h3>\n

    An inter-disciplinary team that staffs a 24×7 Call Centre which is in addition to our regular Service\/Clinical Solution Desks. Central Support answers calls from both Onsite Support and front line staff, logs them in an incident tracking system and then triages\/dispatches to the appropriate team (Onsite Support, Service Desk, IM\/IT Operations, Biomedical Engineering, Facilities\/Maintenance, Housekeeping etc.). The Central Support lead(s) produce twice daily (10AM and 2PM) reports (placemat dashboards) for the Situation Room showing all incidents, themes and escalation points.<\/p>\n

    Rapid Response<\/h3>\n

    Inter-disciplinary teams brought together at the request of the Central Support leads to work particular problems and will co-locate to collaboratively work the issue through to completion. These teams follow the Information Technology Information Library (ITIL) Framework for systems incident\/change\/problem and release management to ensure the fix is not worse than the original problem.<\/p>\n

    Situation Room<\/h3>\n

    Consists of an inter-disciplinary operational leadership team who provide overall direction, serve as the highest escalation point and can provide in the moment decision making when needed (e.g.: if a system downtime is required). They also review the twice daily reports (placemats) from Central Support and guide resolution for any emerging themes.<\/p>\n<\/div>\n

    \n <\/div>\n\n","protected":false},"excerpt":{"rendered":"

    The following is a very brief overview of how we support our project go-lives here at Island Health. This Command Centre model has grown up over the past 10 years into a fairly well oiled machine that improves every time we use it. Each of the four functions has a specific purpose in the model […]<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[12],"tags":[],"class_list":["post-871","post","type-post","status-publish","format-standard","hentry","category-delivering","has-post-title","has-post-date","has-post-category","has-post-tag","has-post-comment","has-post-author",""],"_links":{"self":[{"href":"https:\/\/themercers.ca\/OrderOutOfChaos\/wp-json\/wp\/v2\/posts\/871","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/themercers.ca\/OrderOutOfChaos\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/themercers.ca\/OrderOutOfChaos\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/themercers.ca\/OrderOutOfChaos\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/themercers.ca\/OrderOutOfChaos\/wp-json\/wp\/v2\/comments?post=871"}],"version-history":[{"count":4,"href":"https:\/\/themercers.ca\/OrderOutOfChaos\/wp-json\/wp\/v2\/posts\/871\/revisions"}],"predecessor-version":[{"id":875,"href":"https:\/\/themercers.ca\/OrderOutOfChaos\/wp-json\/wp\/v2\/posts\/871\/revisions\/875"}],"wp:attachment":[{"href":"https:\/\/themercers.ca\/OrderOutOfChaos\/wp-json\/wp\/v2\/media?parent=871"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/themercers.ca\/OrderOutOfChaos\/wp-json\/wp\/v2\/categories?post=871"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/themercers.ca\/OrderOutOfChaos\/wp-json\/wp\/v2\/tags?post=871"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}