The process of installing and implementing EHR can be so engrossing that it can be difficult to think of what comes next. All hands are on deck for the go-live phase, anticipating its arrival much like a bunch of festooned party-goers in Times Square awaiting the New Year.

Yet, when the ball finally drops, the aftermath is not always as expected. Organizations that have taken months to reach a climactic day, need to be able to look past that day, in order to ensure the continued success of the program. With EHRs, this means, ongoing planning, because as users adapt to the EHR, they may begin to expect better overall results from the system. The following suggestions can be considered to deal with some expected problems that may arise, so that the experience of using your EHR involves more than just waiting for the day it goes live:

Problem: Everyone Hates the EHR
Solution: Distinguish Between Unfamiliarity and Legitimate Criticisms

Naming a species that is a fan of change would be tough. Humans certainly do not qualify. While we like the occasional taste of adventure, predictability and routine are what most of us prefer.

As such, dropping a bomb like EHR implementation on your staff can leave them quite miffed, no matter the care with which it is performed. The time it takes to get used to the change, may be filled with griping, confusion and inevitable mistakes.

Chalk most of these typical dissatisfactions up to growing pains, as people get used to the system. Much like jumping into a pool of cool water, the initial shock can be overcome, and in time, the experience can actually become enjoyable.

However, there will be legitimate complaints about EHR features. Your organization’s task is to separate the complaints that stem from unfamiliarity or inadequate training, from the complaints by people who do not lack training or understanding, but know how the EHR can be used more effectively.

Have members of your EHR team attend meetings and conduct opinion surveys, so that they can begin to separate the two types of complaint. Over time, you will have fewer people who just do not like the change, and more who are looking for solutions to legitimate concerns.

Problem: You’re Not Sure if Everything’s Working as it Should Be
Solution: Document and Define Productivity Benchmarks

An initial slowdown post the go-live phase is to be expected, but the pace of work should quicken as training efforts for system use reach fruition and general kinks are ironed out. Once operations can continue relatively smoothly, your organization should begin to track general productivity metrics along with the metrics related to EHR system use.

These metrics can be benchmarked to see if problems improve or get worse over time. Even more importantly, benchmarks can serve as a baseline measurement when implementing optimization changes to your EHR system. Nothing is more damaging than trying to fix a problem only to make it worse; with benchmarks, you can at least be aware when it happens.

Read 7 Signs It’s Time to Break up With your EHR

Problem: You Have an Idea of How EHRs Affect Your Staff But Not Patients
Solutions: Survey Patient Opinion

Patient satisfaction should not be contingent on back-office problems like an EHR adjustment period. Recent history has shown us that a slight decline in care quality can occur once systems go live and everyone is adjusting, but as mentioned above this period should be brief.

Ensure that your patients are receiving the expected quality of care  and service by documenting their opinions. Hand out paper surveys to patients, or send a digital one via email once a patient is discharged. By canvassing opinion, you can help find ways to keep patients satisfied post-go-live, and improve your practice’s reputation by addressing any patient concerns.

Problem: You Are Nervous About Changing Your EHR Haphazardly
Solution: Establish a Firm Optimization Process and Policies

Even while you are planning to go-live, you should have a team ready to document common complaints as well as suggestions for system improvements. As described in the first sub-section, distinguishing the types of complaints will be crucial in identifying the most productive feedback.

Based on common recurring issues, your optimization team can recommend a change to improve the situation or outright prevent the issue from happening again. This team should have a method for deciding on the criteria to make adjustments. Also, there should be a process for implementing the final change, and for soliciting feedback. An important component of this plan should be to notify staff well in advance of any changes taking place, so that they do not get caught off-guard.

Supporting Your EHR Post Go-Live Will be Difficult but Not Impossible

The key to these practices described above is to be optimistic and focused on productive changes. Pessimism tends to derail the possibility of genuine progress, so encourage an atmosphere of support and mutual consideration as your EHR system is optimized to produce the best possible results. With enough consistent dedication and gumption, your whole staff can be assured that Switching EHR was the right call to make.