Last year, when my husband and I purchased a new vehicle, the salesperson took the time to sit in the car with us and review each of the gadgets and features. He asked what music I listen to and showed me how to program my favorite stations. He reviewed the GPS unit and helped me set my home location. He wondered if I would be using my smartphone in the car, and explained how to connect Bluetooth for hands-free access. This personal, hands-on approach is similar to the end-user training we offer Voalte customers.
While most people know how to use a smartphone, just as most adults know how to drive a car, the switch to a smartphone platform involves learning some new ways of working. Our Implementation Consultants collaborate with the Clinical Workflow Solutions team to improve each customer’s existing workflows and customize their use of Voalte Platform so it’s suited specifically to their needs. Only by working directly with the nurses on the unit floor can we determine how often they reach out to a Physical Therapist or Respiratory Therapist, for example, or the daily challenges they face in locating the medical equipment they need.
Typically, our implementation projects involve replacing legacy phones with Voalte smartphones. Many of our customers have modern, beautiful facilities, making them excellent environments for patients but more challenging for care teams. Private rooms, long hallways and larger areas to cover on each unit, plus a multitude of technologies, pose challenges for nurses and support staff. If we treated Voalte Platform implementation as a simple device swap, we would miss the opportunity to address these new challenges and truly improve the way care teams communicate and collaborate.
When I start a training session, I ask, “How many people are excited to be here?” I’m never surprised when nobody raises their hand. But by the end of class I always have a handful of people who approach me to say that now they understand why this training is so important. “It’s not about learning to use a smartphone,” they say, “it’s about adjusting the way we work.”
Of course, our training covers how to navigate the Directory, send and receive text messages and phone calls, and respond to alarms appropriately. But we also cover guidelines for each unit’s unique workflow, and build some customization into user profiles so they are suited to how each user wants to communicate day to day.
The nurses in my classes always relate to an analogy I like to use: If you put smartphones in users’ hands, sit them in a quiet room and give them time to become acquainted with all the functions, they will probably be able to figure out the main features. But imagine putting smartphones in their hands while they are playing dodgeball, and see if they can figure out how to reach the Code team, another nurse, or an attending physician, all while balls are thrown at their heads!
Voalte Implementation Consultants are dedicated to ensuring that staff adopt and make the most of their new smartphone solution. By doing so, we help build a strong level of comfort so that even when the balls start flying, they can find the appropriate person or respond to a patient quickly. Just as I drove out of the dealership feeling comfortable in my new car, Voalte users feel confident adopting a new communication technology when a personal approach to training ensures their success.
Beth Holman is Implementation Consultant Manager at Voalte.