Review, Revise, and Share Regularly
Once you go live, it’s time to pay close attention to how well things are working.
Remember those metrics we decided on earlier? Now we have to keep an eye on those. This will be more often at first (maybe weekly) and then monthly long term.
Its also really smart to do some usability studies. This can be as simple as periodically contacting a random sample of the staff and asking them: what’s working, what’s not, and do you have suggestions for change?
Based on feedback and the data, change things. Don’t do it willy nilly, unless you are a very agile organization, but if things aren’t working… people are always dropping a ball somewhere, or patients are annoyed with answering the same question twice in different parts of the care process, then by all means document the issue and change it!
And, it’s very important you share, share, share. Let people in the local organization know the positive things that are happening. They will feel better about it. Let them know you are responding to their input. It’s not enough to just make a change based on observed problems. You need to tell them about the change, even get their feedback about it prior to implementing it, just to be sure, and then do it. This is good iterative, person-centered design! Moreover, tell the world, or at least your larger organization, if you are part of one, because it not only blows your horn, which is always nice, but it preps others for possible change coming down the pipeline!