Are you switching to a new Point of Care (POC) software solution? Are you concerned about the implementation process? Training is your key to a successful implementation; you will save time and money in the long run if you effectively utilize the training resources available to you. A full and visible leadership commitment to a POC software implementation is critical. Without administrative and medical staff leaders taking the time to participate in implementation efforts, the process will fail. Today, this article will provide tips from software implementation experts on you can foster learning both during and after POC software training.

One of the things you can do in software implementation is kick-off the training process by explaining clearly and powerfully why the agency is implementing the software and how it will benefit each role/group in the organization. Build a team of dedicated administrative and clinical leaders who will provide direction for your staff. Each of these officers (or single officer who wears many hats in very small agencies) should devote time for a pre-meeting with their team and be physically present during all events related to both POC software training and implementation.

"Ideally, the leadership team should represent the entire agency's departments and disciplines; this is not to say that the team must be large in numbers, just that all roles are represented fairly. The entire process is led by example; make sure your leadership team is fully engaged at the beginning of the implementation process to ensure best results," said David Tapia, MBA, ACHE, Managing Partner at Exegete International, LLC.

Staff members may take on multiple team roles depending upon the size of your organization. Below are two examples of team roles and responsibilities that you may consider for your agency:

• Software Scribe - If everything goes as planned, your key software end users will devote their undivided attention to the trainer during the onsite training. This may interfere with their ability to take notes during the presentation. You may find it helpful to ask a member of your staff (e.g., receptionist, clerical staff member) to document everything your agency learns in training to prevent the most important information from getting lost in the process.
• Software Super User - Some of the most successful home health agencies designate at least one person to assume the role of software Super User. The Super User establishes a point of contact for your agency to coordinate support issues with your software solution provider. Additionally, the Super User owns the responsibility of assisting and training others within your organization when the software trainer is not onsite. This role is vital to the success of implementation.

Clinical Consultant Kristi R. Wheeler, RN, HCS-D, COS-C, has seen the impact Super Users can make in any POC software implementation program. When asked about the role these users play, she said, "A Super User is critical for successful implementation as this person will serve as the 'go-to' person for all other agency staff. If you have a Super User available, it will facilitate a smoother transition and ease the implementation of new procedures."

"The Super User needs the aptitude to help others with the POC software," said Mr. Nowlen. "This is the person who takes the lead in implementation, has better than average computer skills, understands home health, understands his or her agency's current processes and may wear many hats at the agency. This should probably be a different person than the administrator (except in very small agencies) so that you have an additional 'peer' voice that staff can go to for help."

"New software means change, and staff members experience anxiety when change is imminent. The Super User can provide reassurance along with technical support to fellow staff members as they learn the new software. It is important to address staff concerns with understanding and realistic solutions. This will encourage the adoption of new processes while providing on-site support from a colleague," said Mr. Tapia.

Use Online Software Training Tools
Before you choose a software provider, make sure they have a wide selection of online training materials to help your Super User, as well as other members of your organization, during the implementation process. For example, Kinnser Support now offers an extensive Online Help section, available from the Kinnser toolbar within the application, with topics divided by agency role (e.g., nurse, scheduler, or billing staff). Kinnser now features over 50 videos, for example, explaining common workflow processes and providing detail for the Reports/Admin reports and functions. These videos have been formatted for both computer and mobile device use so agency professionals can access them in the office or in the field.

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