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In a previous blog, we talked about the importance of Super Users and developing a Super User Program that Works. It was recommended to clearly define Super User roles and responsibilities, with the emphasis placed on the Super User Agreement. While getting Super Users to sign this agreement that has been created with their managers is very important, it will not ensure their time preparing for the Epic Go-Live is productive.  Super Users need to be given goals to help them focus on and excel in their new role.  Defining SMART Goals for your Super User program will greatly increase the likelihood that your Super Users will spend their time wisely and be ready for productive Go Live support.

SMART goals are:

S:  Specific.  Clearly defined and detailed.  Make your goals specific and narrow for Super User activities.

M: Measurable.  Easy to determine whether the goal was accomplished.  Define what evidence will prove Super Users are making progress.

A: Attainable.  Something you can accomplish with hard work (like running a 5K) as opposed to something you can accomplish if magic happens (like running a mile in under a minute).  Make sure your goals are appropriate for Super Users who also have patient care responsibilities.

R: Relevant.  The goals must align with the organization’s goals for the Epic implementation.

T: Time-based.  A realistic end date must be set for each activity.

This is the SMART way to set goals for your entire Super User program.  Why SMART goals?  It is proven that SMART goals help people achieve more.

  • They provide guidance and direction for Super Users, answering the “What do I need to do?” question.
  • They motivate and inspire Super Users, answering the “How well must I do it?” question.
  • They help evaluate the progress of Super Users, answering the “How am I doing?” question.

Examples of SMART goals for Super Users follow:

Weak:  Super Users will support end-users during their Epic training.
Better:  Super Users will provide 8 – 16 hours of end-user support by attending additional classroom training beyond their own Epic training requirement during the six weeks of end-user training.

Weak:  Super Users will assist in end-user adoption efforts pre-live.
Better:  Super Users will spend at least one hour per week pre-live guiding co-workers in their department through Epic practice exercises provided by the Epic Training Team.

In summary, Super Users are most familiar with their department’s workflows, end-user requests, needs, and challenges. Serving as the liaison between their department and the Epic project team, Super Users are a good investment during every Epic implementation.  In addition to serving as the liaison, they can assist with classroom support, at-the-elbow support, and ongoing training for end-users.  In addition, they stay in the department when all other elbow support tapers off the assignment.

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