Forced Innovation in Enterprise Imaging

By David Irvin posted 10-20-2020 12:38 PM


When COVID-19 hit, the "Think, Plan, Act" motto evaporated and the Healthcare IT spectrum had to "Act, Think, Plan". Amid this pandemic, hospitals and IDNs scrambled to relocate Radiologists and Cardiologists to work from home, shift go-live plans, and determine how they would get support from their vendors to meet these challenges. I am proud to be part of an amazing Enterprise Imaging team at Change Healthcare who met this challenge with innovation and creativity at every turn.

The importance of these imaging systems forced Change Healthcare to quickly innovate remote education and support models and create new workflows to prioritize COVID-19 clinical image findings. I witnessed teams of customer subject matter experts and Change Healthcare imaging experts pull solutions together in a matter of hours that had an immediate impact on patient care. These solutions ranged from logic that escalated reading priority of COVID-19 triage locations to remote physician support hotlines to ensure that in-home solutions worked seamlessly.

As the weeks progressed, it was apparent that a new approach to training and go-live support was necessary. Flying in large teams for training and go-live support was no longer viable. The return of customers flying to Change Healthcare training centers for weeklong training has also been significantly delayed. In response, Change Healthcare Enterprise Imaging quickly adapted to reduce our on-site footprint without sacrificing the quality of training or go-live support. Focusing on delivery of remote super-user and system administration training and adjusting our resourcing to be all virtual or a mixed model of in-person and virtual is a priority. Customers utilizing these new models have provided glowing feedback on how well these models work for their environments.  Today, we are looking at new methods and ways of supporting our customers remotely and how we can use the flexibility of a remote model to improve our customer experience.

As we continue to "Act, Think, Plan", our teams are working on new cloud- based solutions with advanced flexibility and remote classroom tools. We are focused on the new customer Community at Change Healthcare. Here in the Community, our customers have access to live webinars, recorded training, documentation, and can collaborate with both Change Healthcare experts and peers in the industry. As a company, we are committed to providing excellence in the delivery of our training and support in this new default “remote” world.





29 days ago

just wanted to share & thanks @Eric Lariviere​ for very impressive training ( ASM 210 : Radiology Solution ) online using Azure VM lab.

very thorough training with exercise and test. 

Thank You Teacher @Eric Lariviere !!​

01-13-2021 11:34 AM

@Roger Kifer Thanks for your response!!

That's Awesome!!

I know CHC Radiology ​Solution has it because my trainer just let me know for my remote training next week, not sure about Cardiology or Workflow Intelligence.

I am meeting @Craig Jones this Friday to go over some of training initiative and love to speak with you if that is your domain as well?

01-13-2021 10:12 AM

Thank you for reaching out. As you may know we have been providing off-site CPACS admin and Hemo Customization classes for years. It was off-site because of the need for everyone to sit in front of their own computer and do hands on exercises. Covid prevented us from continuing the off-site classes. We are now successfully using Microsoft Azure with lab services to conduct our classes remote. This allows us to assign every student their own VM to work from for the hands on experience.

Also we currently have over 70 short how to videos on the community focused on Cardiology and in the process of producing many more.

I hope this helps. Let me know if you have additional questions.

01-12-2021 03:14 PM

@Roger Kifer
hi Roger,
thanks for the comment/input.
can you please elaborate on 'effort to provide education remotely' ?
I am curious from customer perspective how that is done?

Thanks in Advance!

01-08-2021 02:28 PM

Thanks @Kumar Kedre for reaching out.  Please feel free to send your feedback to either of us and we will make sure it gets to the right teams, or you can also send directly to: 


01-08-2021 02:18 PM

@David Irvin @Jasmine Hayward who can I reach out directly regarding Online training ​​feedback?

12-21-2020 03:12 PM

 @David Irvin Great Initiative!! 

Webinars, documentation, video training materials on User Community has been really beneficial for us.

And, looking forward to attend 2 remote application training next month. I will provide feedback here once completed. 

10-27-2020 11:19 AM

Great comments. Adding to this I will say we have been very successful with our effort to provide education remotely based on many great customer comments