Sample Deliverable
At-the-Elbow Support
Real-time help beside the provider during go-live.
A staffed go-live plan with named coverage, a triage path for issues, and a log that feeds the optimization list.
Sample: go-live coverage plan
Illustrative structure. Actual coverage is sized to your go-live.
| Time | Coverage | Focus |
|---|---|---|
| Day 1, morning | Highest staffing, one support person per clinic or unit group | Login, patient list, first orders |
| Day 1, afternoon | Staffing held | Documentation and signing |
| Days 2 to 3 | Reduced to floating coverage | Repeat questions, workflow friction |
| Week 2 | Scheduled check-ins | Optimization requests, remaining gaps |
Sample issue log
| # | Reported by | Issue | Type | Resolved by | Status |
|---|---|---|---|---|---|
| 1 | Unit nurse manager | Order set missing a frequently used item | Build change | Build team | Ticket opened |
| 2 | Physician | Cannot find the discharge summary template | Training | Support on site | Resolved |
| 3 | Clinic lead | Note defaults to the wrong visit type | Configuration | Build team | Ticket opened |
Escalation path
- Support person fixes what is training or navigation on the spot.
- Anything that needs a build change is logged with the exact steps to reproduce.
- The log is reviewed at the end of each day and drives the next day's priorities.
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