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.