Inside Duke Medicine

Significant support available for Duke Maestro Care Wave 2 go-live

Tanya Smith (sitting), patient service associate for Duke Primary Care Hillsborough, works with Bridget Jones, Epic trainer, on July 19, the day after go-live for Maestro Care Wave 1, ambulatory clinics. At right is Amanda Faircloth, patient service associate.

Prior to implementation, providers, nurses, ancillary staff and front desk staff members will receive training that will allow them to best utilize the system to meet their clinical content needs. In addition, training will target more focus on InBasket and charge capture, two areas that presented some challenges during Wave 1 go-live. 

During the initial go-live period, support staff will be present in every Wave 2 clinic. Importantly, Wave 2 clinics will benefit from even more experienced technical support, said Karen Rourk, ambulatory team project director. Every Wave 2 clinic location will have at least one go-live support person with at least three months' experience with the live Duke Maestro Care system. In addition, each clinic will have support from at least four super users and one clinical liaison.

In addition, a fully staffed command center will field calls if the on-site support is unable to resolve a question. Learning from Wave 1, experienced go-live support personnel will staff the phones, allowing the Maestro Care team analysts to more quickly and efficiently create solutions as needs arise.

In Their Own Words

Stacey Brown
Ambulatory team clinical analyst 

"We learned so much during Wave 1 go-live that we are applying to our support plans for Wave 2. There will be trained and experienced people right in your clinic to help you, and if you come across a problem that requires more attention, the other analysts and myself will be connected to the command center, which will be backed up by on-site experts from our vendor."

Karen Rourk
Ambulatory project director

"The ambulatory team is here to help Wave 2 clinics as much as possible. During Wave 1, clinics that really engaged and worked closely with their clinical liaison, attended training, and participated in dress rehearsals made smoother transitions during go-live."