Dear Physician and APP Colleagues:
We’re following up on the KLAS Arch Collaborative Survey and wanted to let you know what’s been done in the last couple of weeks to improve the iCentra experience. We continue to focus on three key areas of concern:
- Response time – only 19% rated iCentra response time as fast
- Reliability – only 41% rated it as reliable
- Training – only 38% said ongoing training was sufficient
Technical
- We continue reliability and response time efforts that have shown positive results over the last eight months and we've made data available for all users about iCentra’s performance on the Provider Portal.
- A project is under way to create a status icon on all computers that indicates the status of iCentra.
Fostering mastery
We continue to work on efforts that will help foster mastery among providers and clinical caregivers:
- We’re scheduling Powerplan parties facility by facility. These events use a highly successful model implemented at TOSH that has helped many providers increase their mastery of iCentra.
- We've expanded the 1-on-1 clinic provider personalization and coaching program.
- We're developing provider-led EHR mastery workshop offerings.
- We're developing programs for delivery of high-quality initial and ongoing support for caregivers both in the hospitals and clinics through a variety of methods. The 1-on-1s and Powerplan parties have been piloted, and we're working on designing simulation, classroom, workshop and other computer-based programs.
We’re not where we want to be, but your continued and candid feedback is key to reaching our shared goal of a better iCentra experience. Please look for more communication about what we’re doing to improve in these areas on a regular cadence.
We’re committed to being transparent and including you in the improvement process. Thank you again for your engagement and for your responses to our request for feedback.
Best regards,
Marc Probst
Chief Information Officer
Chief Health Information Officer