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Background

The Royal Melbourne Hospital is recognized as a world-renowned institution, not only providing outstanding care and treatment but improving the outcomes for all through a comprehensive medical research program and the training of future health professionals. As one of the largest hospitals in Victoria, Royal Melbourne Hospital provides a comprehensive range of health services across two campuses. The city campus provides general and specialist medical and acute surgical services. Sub-acute services, including rehabilitation and aged care, outpatient, and community programs, are provided from their Royal Park campus.

Challenge

Royal Melbourne Hospital faced a two-fold challenge of needing to complete stage two of their Epic EHR go-live while battling a global health pandemic. They needed a partner who had proven experience and success with a virtual go-live model. Royal Melbourne Hospital selected Optimum Healthcare IT for its success with virtual go-lives as well as the firm’s knowledge of the system from previous advisory services projects. The healthcare system in Australia versus the healthcare system in the United States have many similarities, but also several differences that brought challenges. The two most significant challenges with conducting a virtual go-live in Australia with a US-based team were the time difference (14-hours from the east coast) and differences in healthcare roles and terminologies. Additionally, before the start of the project, Royal Melbourne Hospital experienced a spike in COVID-19 cases.

With the shift to virtual go-live projects because of COVID-19, Optimum has worked with many organizations as they continue to take new systems live or expand their current EHR systems. The flexibility and adaptability that comes with virtual projects allowed us to partner with Royal Melbourne Hospital to achieve the industry's first international virtual Epic go-live. This is a significant achievement for both Optimum and Royal Melbourne Hospital.

Jason JarrettChief Executive Officer, Optimum Healthcare IT

Solution

The engagement began with Optimum performing preparation activities before Royal Melbourne Hospital’s Stage 2 Go-Live and continued with virtual at-the-elbow services after. Optimum provided virtual room leads to oversee and manage virtual inpatient support resources, virtual ambulatory support resources, program management, and executive oversight, which included virtual management of scheduling and technical setup. Due to the spike in COVID-19 cases before the start of the project, the scope of the project changed. Initially, the project focused solely on the ambulatory setting, with the expanded scope, including both the inpatient setting and personalization labs. To overcome the time difference, Optimum developed swing shifts to minimize the impact, allowing management to have visibility into both the day and night shifts. RMH successfully went live on August 7, 2020.

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