Operations Workstream Overview for Animal Hospitals

 

 

1. Workflow/Process Build

Step  Type Requirement Timeframe Items due prior
1.1 Task Review Process Mapping article   Review prior to process mapping exercise (meeting 1.3)  
1.2 Task Fill out Operations Form  Submit prior to process mapping exercise (meeting 1.3)  
1.3 Meeting

Process mapping exercise -
(Current state / Future state review) – 90 min

1. Workstream Overview

2. Introduction to control panel

3. Discuss current state workflow

4. Discuss future state workflow

Schedule: https://calendly.com/erexpress/operations-kickoff
4 weeks prior to launch
  • 1.1
  • 1.2
1.4 Meeting

Workflow Review I – 1 hour

1. Run through initial workflow build (patient & staff facing process)

2. Review control panel build (columns, visit tags, text templates).

Schedule: https://calendly.com/erexpress/operations-workflow-1

3 weeks prior to launch  
1.5 Meeting

Workflow Review II – 1 hour

1. Complete final fun through of workflow

Schedule: https://calendly.com/erexpress/operations-workflow-2
2 weeks prior to launch/1 week prior to training  

 

 

2. Digital Registration Build (if participating in intake)

Step Task Type Requirement Timeframe Items due prior
2.1 Task

Send ER Express Registration Forms

Items to send

1. Registration forms (owner/pet demographics)

2. History/Triage Questions

3. Consent forms (financial consent, CPR/DNR, stable patient care authorization, Euthanasia consult/cremation service fees)

Send ASAP   
2.2 Meeting

Intake Review forms with ERx team – 30 min

Schedule: https://calendly.com/erexpress/operations-intake-review

Schedule within week of process mapping (3-4 weeks prior to launch)
  • 2.1
2.3 Task

Review/Test Intake Forms - send edits to ERx team

2-3 weeks prior to launch

 

2.4 Task Review & approve final intake forms 1-2 weeks prior to launch  


3. ERx System Options

Step Task Type Requirement Timeframe Items due prior
3.1 Task

3.1 – Review – Acuity Safeguard list  

Acuity Safeguard for Veterinary Facilities

 

Will introduce @ process mapping -  Will learn how to make edits at superuser training.

 
3.2 Task

3.2 – Review/Confirm Patient facing messages (triggered)

Triggered Client Messaging

Will introduce @ workflow review I

Send edits to ERx prior to workflow review II

3.3 Task

3.3. Review/confirm Patient facing messages (2-way/templates)

Custom Text Messaging Templates

Will introduce @ workflow review I

Send edits to ERx prior to workflow review II

3.4 Task

3.4 Review/confirm control panel customizations

 - Visit types/tags

- Queue names

- Copy text messages to comments on/off

Control Panel Configuration for Veterinary Hospitals

Will introduce @ workflow review I

Send edits to ERx prior to workflow review II

3.5 Task

3.5 Review walk-in form customizations

Localizing your Walk-In Form

Will introduce @ process mapping -   Client to Send edits to CEM

 

 

4. Super User Training/Tasks

Step Task Type Requirement Timeframe Items due prior
4.1 Task

4.1 Review Roles/Permissions article

Accounts and Roles

   
4.2 Task

4.2. Send list of staff who need role of site admin to ERx team.

- Full Name

- Email Address

- Role/Title

   
4.3 Meeting

4.3. Attend 45-minute super user training to review the following: ERx to create vet superuser page with links

1.  How to add/manage staff accounts

2. How to manage open/close hours & holidays/special events

3. How to run reports

4. How to edit the acuity safeguard

5. How to edit alert templates/visit types & tags.

Schedule: Schedule with FILL IN

   

 

5. Staff Training

Step Task Type Requirement Timeframe Items due prior
5.1

Task

5.1 Review training materials (QRG, workflow outline)

- Send edits to CEM

Will receive after workflow review II -

 
5.3

Task/Meeting

5.3 Train Staff

   Options:

·       Train the trainer

·       1-2 sessions lead by ERx

 

Will review staff training options at workflow review I

 

 

6. Go-Live

Step Task Type Requirement Timeframe Items due prior
6.1 Optional Meeting 5.1 Pre-go live meeting – 15-30 min (optional meeting)
1. Review any feedback received from staff training sessions.
2. Make last minutes updates
3. Complete final run through
Schedule: https://calendly.com/erexpress/operations-pre-go-live-call
This is an optional meeting that can be scheduled if needed by client.   

 

7. Post Go-Live

Step Task Type Requirement Timeframe Items due prior
7.1 Meeting 6.1 Schedule post go-live feedback call 1-2 weeks after go-live.

This is an optional meeting that can be scheduled if needed by client.   

 

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