Beyond downtime: Advancing operational excellence for MemorialCare

MemorialCare is a non-profit health system in the heart of Southern California. With an expansive network that includes four hospitals, two medical groups, and various specialty centers, MemorialCare has established itself as a leader in delivering comprehensive care. Serving the evolving needs of communities in Orange and Los Angeles counties, they are known for their innovative approach to healthcare, constantly seeking new ways to enhance patient care and operational efficiency.

Securing Operational Resilience

In our partnership with MemorialCare, we focused on strengthening their Business Continuity Access (BCA) for printing and output support during emergencies and enhancing their overall operational infrastructure. This initiative was paramount in ensuring that MemorialCare's healthcare services could withstand any downtime scenarios such as outages of core services,  security breaches, natural disasters, and power outages without compromising patient care.

Our team at Techio was tasked with enabling MemorialCare to produce media and print essential patient information during downtimes efficiently. We focused on the availability and reliability of Downtime Core Reports, Downtime Census Reports, and Downtime Forms, ensuring continuous operation and care even in the face of unforeseen challenges.

Challenge: Uninterrupted Access During Downtimes

In the healthcare sector, where timely access to patient data can be a matter of life and death, maintaining printing and media production during crucial downtime periods is vital for patient care.

For a healthcare provider like MemorialCare, operating across a wide network, the challenge went beyond mere technical fixes. It required an approach that could integrate seamlessly with their existing systems while elevating their overall operational resilience.

Solution: A Comprehensive Downtime Management Strategy

In tackling MemorialCare's operational challenges, Techio brought its ethos of innovation and excellence to the forefront. Our approach was multi-faceted and robust, deeply rooted in understanding the dynamic needs of BCA. We committed to a comprehensive, people-centric solution, preparing, managing, and finalizing downtime protocols to ensure minimal operational impact at MemorialCare. Our approach included:

• Staff Training: On-the-job training for staff to handle downtime printing effectively.
• Equipment Labeling and Mapping: Labeling all BCA print devices, flagging them in EPMi interactive database, and maintaining a map of all 24/7 power outlets and a library of local print drivers
• Backup Supplies: Ensuring the availability of essential backup supplies and consumables like toner, media and cables.‍
• Quarterly BCA Checkups: Regularly assess all downtime printers, PCs, and processes and perform tests to ensure readiness.

Seamless Integration

For a seamless integration with MemorialCare’s existing infrastructure, our implementation process was meticulously planned and executed. The process involved several key steps:

1. BCA List and Database Update: We started by obtaining the Business Continuity Access (BCA) list from the EMR Tech Services Team or EMR On-Site Support team. This list was then used to update the EPMi database and our device driver library, ensuring that all data was current and accurate.
2. BCA Workstation Setup: Each BCA workstation was connected to the closest available printer locally using a USB cable. This direct connection was crucial for maintaining operations during downtimes.
3. Print Driver Installation and Configuration: We installed local print drivers on each BCA workstation, adjusting the print preferences to align with the required layout specifications.
4. Print Queue Management: We conducted checks on each device's print queue. For queues set to local, no further action was required. However, for those directed to the network, we changed the queue name to “Downtime Local Printer” and conducted test prints. In cases of multi use machines, we adjusted the default settings to network and updated the EPMi to reflect these changes.
5. Labeling and Power Source Verification: All BCA Printers and USB cables were labeled with visible red tape for easy identification. We also ensured that each BCA Printer was connected to a 24/7 Red power outlet whenever available.
6. Synchronization with the Main Downtime List: We verified that the name and location of each BCA Printer matched the main Downtime List provided by the EPIC Team, ensuring consistency and accuracy.
7. Communication and Updates: The updated downtime print device list was communicated to the campus IS teams, including Desktop Support & EPIC On-Site Support. Additionally, we updated our EPMi to reflect the status of each BCA device, along with the date of the last check.
   

A key component of this process was the development of a Standard Operating Procedure (SOP), crafted to be specifically activated during IT Service Outages affecting EMR operations. When such an outage occurs, our Major Incident Management team promptly initiates a ServiceNow ticket. This step is followed by comprehensive communication, as we promptly email all relevant Information Systems (IS) teams to coordinate a unified response and maintain operational continuity.

Beyond Implementation

Our partnership with MemorialCare was not just about solving immediate challenges; it was also an opportunity to innovate. Our Techio team leveraged cutting-edge technology to enhance the efficiency and effectiveness of our solutions:

• Business Intelligence Platform: We utilized a sophisticated business intelligence platform to streamline the identification and flagging of all targeted devices. This strategic approach significantly boosted the project's efficiency.‍
• Proprietary Mobile App: The development and deployment of our proprietary mobile app was a game-changer. It enabled both end users and our team to easily track and update critical information about the devices, such as location and IP addresses. This tool played a crucial role in enhancing the overall management of BCA equipment.
  

Post-implementation, we continued to monitor service tickets related to BCA printers and evaluate the status of BCA print equipment. This ongoing process ensures that BCA testing parameters are refined for maximum effectiveness and downtime preparedness.

So far, the results speak for themselves:

• 148 BCA PCs and Print Equipment: Ensuring every critical area was equipped for downtime scenarios.
• 300 Staff Members Trained: Empowering hospital staff with the knowledge to handle downtimes.
• Operational Efficiency: Continuous operations during downtimes, minimizing patient care disruptions.
  

The value: Enhanced Reliability and Preparedness

Through this partnership, Techio has reinforced MemorialCare’s ability to provide uninterrupted patient care, even in the most challenging downtime scenarios. The project has set a new standard in healthcare operational resilience, showcasing Techio's commitment to innovative solutions and a patient-first approach.

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