Inside Duke Medicine

Providers and Staff from Wave 1 Clinics Offer Recommendations for Future Duke Maestro Care Users

"During go-live, there is a steep learning curve where you have to get used to the new workflows and the new way of documenting information, so advanced preparation is important," said Lynn A. Bowlby, M.D., Duke Outpatient Clinic. "The training is a great introduction to Maestro Care, and practicing in the playground helped me get used to seeing the new look of the system and the new way of thinking about patient visits and workflows. What I found most helpful was spending time in the personalization labs, because a trainer can sit with you, give you more personal training and help you see the bigger picture and how Maestro Care works as a whole."

Numerous Wave 1 users, including providers, nurses, ancillary staff, front desk and HCAs, as well as project leaders, were asked to provide suggestions to help future users prepare for go-live. Their feedback was used to develop this series of "Lessons Learned" recommendations.

TRAIN
Sign up and attend your required training as soon as possible. During your specialty- and role-specific training, you’ll get your first look at the features and fundamentals of the Duke Maestro Care system, as well as gain an understanding for how to navigate through your workflows.

PARTICIPATE
Actively participate in training classes by asking questions and engaging trainers. If you have a question, chances are that others do too. The trainers are very knowledgeable about the system and will be happy to be sure that you feel comfortable once training is complete.

PRACTICE
After training, continually practice in the playground setting. Many Wave 1 clinics designated one to three hours per week for providers, nurses and staff to practice in the system. Practice with a partner by creating scenarios and working through challenging areas together.

SUPPORT
Utilize the support that is available to you before, during and after go-live. If you have a question, concern or challenge, let someone know – a Maestro Care support staff member, your clinic super user, or your clinical liaison. If they don’t know the answer, they have the resources to help you find it.

PERSONALIZE
In addition, it is recommended that all Wave 2 providers attend at least one personalization lab. During these labs, trainiers will be available for individual personalization assistance, including customizing features such as SmartPhrases, Macros, and Perference lists to use at go-live.