Ochsner IS 2020 Year End Review by ochsnerweb

INFORMATION SERVICES

2020: YEAR IN REVIEW

Table of Contents 2020: YEAR IN REVIEW Executive Summary ..….……………..…..… 3

CLINICAL SYSTEMS

IS Professional Development

Access ………..……..................................... Enterprise Imaging ………..……................. Epic Academy: Support ………..………….. Epic Amb Clin & Epic Phoenix ……........... Epic Beacon & Research ........................... EpicCare Lab ………..……........................... Epic Cupid, Lumens, Radiant .................... Epic Data Governance ………………………

People Development ……………...….……. 6 WISE ………..…………………….……..….… 9

IS Team Reports CORPORATE Core Business Systems ………….……….. 12 Corporate System Support ……………….. 13 Data & Analytics .……………..………….…. 14 Data Management ………..……………........ 16 Enterprise Information Management ……. 18 Finance & Procurement …………........................ 20

DIGITAL CONSUMER EXPERIENCE IS Digital Health ………………...………....... 23 Patient Experience Analysts …………....... 26 Patient Experience Support ...................... 29 Salesforce ................................................... 30

TECHNOLOGY Application Rationalization (ART) ............. 34 Asset Management ...………..…………....... 35 Cabling/Data Center ………..…......…......... 37 Clinical Applications ……………...……...... 38 Database Unix ………..……......................... 42 Data Integration ………..……………………. 43 Disaster Recovery ..……………………....... 45 End User Experience ………………………. 46 Desktop Development, Citrix, Provisioning, Identity Management

IS Architects ……………………………..….. 49 Network Development ………………….….. 50 Network Operations Center ……………….. 52 Platforms (ECSM) ...………..…………......... 53 Platforms (Storage; DPS) …………..……... 54 Platforms (VMware; Servers) ….………….. 55 Project Management Office ……………….. 56 Security ………………………….………….... 58 Service Desk ……….................................... 61 Tech Development ………..……................. 63 Telecom/AV ………………………………….. 64 User Experience & Automation ………….. 65

69 73 78 87 88 89 90 95

Security, SER, External Access

Epic Grand Central ……………………......... Epic HB, PB & HIM ………………………….. Epic Inpatient Clin Doc, Stork & Rehab…. Epic Orders …………………………………... Epic Provider Experience …………………. Epic Willow Ambulatory …………………… Epic Willow Inpatient ………………………. Innovation Exports …………………………. IS Telemedicine ……………………………… IS Training ………..……............................... O2 Productions ........................................... Optesia ........................................................ Partnerships & Implementation ................. Pharmacy Automation ..……...................... Population Health & Transitions of Care ……..

98 100 102 103 105 106 107 110 114 117 121 124 125 128 129

IS Success Stories Access: Virtual Visit Decision Trees …….. 132 Business Productivity Tools Training ….... 133 Clin-Doc COVID-19 Response …..……………. 135 Clin-Doc Rehab Module Implementation ……. 136 Clin-Doc Texting Friends & Family …..………. 137 Clin-Doc Nursing Assignment Wizard ……….. 138 Clin-Doc Disaster Required Documentation … 139 Clin-Doc CRRT Calculator ...………………….. 140 Clin-Doc Behavioral Health Strategic Priority… 141 Data Integration & Asset Teams Donate 10 Laptops …………….………….. 142 IS Security Immunity to Ryuk ..................... 143 IS Service Desk Convert to Remote ……… 145 IS Service Desk Expanded ………………… 146 NOC Systemwide Transition to Remote … 148

Executive Summary 2020: YEAR IN REVIEW The year 2020. When the year started, we knew little of what it had in store for us. In March, time stopped, and our lives changed. When I reflect, I especially recall how our teams were relentless to serve our customers in any way possible. We delivered and moved equipment; found iPads for our patients to talk to their families; built beds in our software system, created community testing sites and shared data with the state. We went live at two hospitals and countless clinics; implemented Zoom and Microsoft Teams, created new workflows so our clinicians could care for patients remotely and most of all WE NEVER STOPPED. In this 2020 year-in-review, you will see many accomplishments of the IS teams, but the most important accomplishment in my book is that we did it all TOGETHER. Our team has never been as strong as it is today, and we have never been able to accomplish so much. In 2020, the Year of the Nurse, I couldn’t have been happier to be a nurse on the Information Services team. Thank you for all you have done, are doing and will do. You truly are an amazing team. #OchsnerISConnected — Amy Trainor, Vice President, Clinical Systems

Executive Summary 2020: YEAR IN REVIEW

The Accomplishments • WISE: 2096 learning hours; • Established ISO, LEAD and Division Development programs • Core Business Systems: 2 new • inventory sites for COVID19 supplies • Corporate System Support: • Data Analytics: COVID19 daily reporting to leadership, state, and federal authorities • • Data Migration: Engagement Scores Increased from 3.08 to 4.37 • • Enterprise Information Management: Established Data Governance and Sharing committee; • Established Partner Analytics Support • Finance & Procurement: Electronic • Approval Process; Community Test Sites • • IS Digital Health: Expanded Digital Medicine to 7 states • • Patient Experience – Analysts: Virtual visits schedulable in MyChart; Mobile Check-In available • systemwide • Patient Experience – Support: • 56,404 Patient Calls Handled (100% • increase) • Salesforce: Enterprise CRM Migration; CTI Connector Replacement • Application Rationalization (ART): Completed QRDA (Regulatory & Quality Reporting) Pelican to O2 Conversion • Asset Management: 20 COVID-19 Portable Testing Kits Developed, Provisioned, and Deployed • Cabling/Data Center: Created UPS sizing strategy resulting in significant cost reductions • Clinical Applications: 3 Hospital Implementations with 1 incident • Database/Unix: Caché Dualdatacenter Configuration; • Data Integration: New Cloverleaf Platform; Globalscape Optimization • Disaster Recovery: BCA Remediations

• • • •

•

End User Experience: Microsoft • Teams deployment; Tab & Go implementation • IS Architects: Process Improvements (ATR; CAB; RCA) Network Development: Wireless HUGS DNA Spaces integrations; Guest Internet Move to SHV• Increase bandwidth to 5Gb/7Gb Network Operations Center: Systemwide Transition to Remote • Workers Platforms – ECSM: PAM implementation • Platforms – Storage; DPS; VMware; Servers: Datacenter • migration Project Management Office: Clinical Systems PWA Roll-out • Security: EDR Upgraded; Immunity to Ryuk ransomware Service Desk: Customer satisfaction rating 96% • Tech Deployment: 116% Increase In Deployment of Technology Assets • Telecom/AV: Zoom Rollout • User Experience & Automation: Deployed Forms to replace Survey Monkey; Migration of SharePoint to • Cloud; Automation formed as new team Access: High Dollar Medication • Escalation PSC WQ Enterprise Imaging: Conquered Latency within Imaging environment • Epic Academy Support: COVID Community Testing and Redeployed • Staff Education Epic Ambulatory Clinician & Epic • Phoenix: Established COVID-19 testing workflow for 800K tests completed • Epic Beacon & Research: First in country to transfer patient data to a • study sponsor using FHIR

• EpicCare Lab: First ever Beaker implementation at Titus • Epic Cupid, Lumens: All Sites Live on Cupid - CVIS Retired

Radiant: IR optimization; Vital rollout completed Epic Data Governance (Security, SER, External Access): Processed 1638 COVID related access changes; closed 12,144 LANDesk Incidents & Requests Epic Grand Central: Decreased system ED throughput time via possible hospitalization Epic HB, PB & HIM: Hospital Pricing Transparency; CARES Act COVID Test Billing Epic Inpatient Clin-Doc, Stork, Rehab: Storyboard go-live Epic Orders: Expanded One Path for OB, Hospital Medicine, and Bariatrics Epic Provider Experience: Saved $160,000 by eliminating need for a 3rd party on-call solution and implementing an internal solution Epic Willow Ambulatory: 340B Rule redesign Epic Willow Inpatient: New Epic TS Innovation Exports: Copper infused overbed tables were deployed systemwide to 1,110 IS Telemedicine: Upgrade infrastructure and education to scale up Virtual Visits for entire system IS Training:16K students trained; eLearnings created for rapid COVID19 onboarding O2 Productions: 50 videos produced; 35K views on Ochsner.org Optesia: All 2020 requests closed (+70%) Partnerships & Implementation: Ochsner Provider Connect; 74 implementations Pharmacy Automation: COVID-19 Pyxis expansion; 4 Pyxis site go-lives Populations Health & Transitions of Care: One of first Epic organizations to pilot Humana Payer Platform 4

IS Professional Development 2020: YEAR IN REVIEW

People Development 2020: YEAR IN REVIEW The People Development Workgroup was created to implement programs that strengthen Ochsner IS’s commitment of providing employees and leaders opportunities to advance their knowledge, skills and abilities. The members are Andrea Gilich, Maureen Gallagher, Emily Aucoin, Hayley Gomez and Taylor Lionnet with HR advisor Amber Sahlberg.

The Numbers 3 New Programs Division Development, LEAD & ISO

28 Krewe Graduates

2096

Hours Learning

Division Development Badges Released

129

344

Participants in WISE Workshops

Views of People Development Site

The Accomplishments • Established the ISO, LEAD and Division Development programs • Hosted two LEAD retreats with guest presenters, Deborah Grimes and Stacey Melvin

20 Employees Completed a Division Development Badge

IS Onboarding (ISO)

• Launched Division Development program in November using evidence-based practices for professional development

Leadership Education And Development (LEAD)

• Created internal partnerships with the Ochsner Career Center, OLI, D&I, Office of Well Being and the Ochsner Apprenticeship Program

Division Development 6

People Development 2020: YEAR IN REVIEW

IS Onboarding – The Krewe

PHOTO

People Development 2020: YEAR IN REVIEW

LEAD and Division Development

WISE 2020: YEAR IN REVIEW February 26-28

April 20-24

October 5-9 virtual

1st virtual WISE

76 classes

69 instructors

524 learners

*distinct learners, instructors, and classes. These figures do not reflect repeated attendance, instruction, or class offerings

Participants 294

287 197

194

In partnership with the following:

166

May Sep Feb Apr Oct

• Project Management Office • Office of Professional Well-Being • Legal Affairs & Risk Management • Compliance & Privacy • Talent Acquisition

• Diversity and Inclusion • O2 Productions Council • IS FaM • ABLE • IS Social • PRIDE Committee • WoW • Exceptional Abilities • VetForce1 • Toastmasters

More than just classes. This year we also offered the following during WISE: Nutrition Consultations Live Concert with Teneia Recognition Wall Morning Networking Mixer Book Recommendation Wall Virtual Oasis Yoga Kids Clothing Swap

IS Team Reports 2020: YEAR IN REVIEW

CORPORATE

DIGITAL CONSUMER EXPERIENCE

TECHNOLOG Y

CLINICAL SYSTEMS

IS Team Reports 2020: YEAR IN REVIEW

CORPORATE

Core Business Systems 2020: YEAR IN REVIEW

Big Wins!  Implemented 2 New Inventory Locations to track and distribute Covid Supplies  Developed new workflows and processes to track PPE Supplies  Generated Reports to support Covid requirements for HR, Supply Chain, Payroll, Finance and CRSC  Enabled 5000+ users to utilize TTE for remote workers to clock in via phone during the pandemic  St. Mary’s Hospital Go-Live  Titus Go Live  External COVID-19 Results Fax - To - Folder  COVID-19 Warehouse  Scanning  Upgraded Kronos to V8.1  Advance Scheduling- North LA  Crystal Server Upgrade and Implementation of APOS  Punch Out  Remote Clocking

Corporate System Support 2020: YEAR IN REVIEW

The Accomplishments • Develop reports to assist with Covid Supply usage and FEMA claims • HR reports to track GPT requirements during Covid

The Numbers Inc Kronos Lawson

• Items to Epic in Item Master Interface

WD Integration

• Navigant Data for LGH

Rev Cycle

• Automation of BAI Files • Capital Expenditures Report • W2 Load for 2020 • Strata Interfaces • Vizient Agency Interface • Labor Level Transfer Set Update for OLHS • Person Import Changes • Pandalogic • West Comm • HealthStream • Everbridge • WD Integrations To Support LGH • HR Pension File Cabinet • OLHS Lockbox Migration to O2 OnBase • SMH Lockbox Sweep Workflow • A/R Invoices Sweep Workflow • Legacy Data Migrations and Conversions – 9 Locations • OnBase/Strata App Enabler Integration • EpicFax, 3M/360 server Migrations to BTR Data Center’ • OnBase Server Patching (Monthly Interval)

Total

1,047

824

1,871

298

1,589

1,887

107

117

877

753

1,630

2,233

3,290

5,523

Audit App

• Kronos Job Code changes to support GPT requirements

Req

The Projects Lawson MHC Upgrade LDAP to LDAPs AP Expense File Weekly Smart Office Upgrade Vertex Upgrade

Kronos/Workday CoreStream Lightning Bolt Integration 2021 Benefits Open Enrollment HiredScore Strata

OnBase OnBase Technical Assessment SMH Leased Clinics Go Live Interqual v.19 Upgrade 13

Data & Analytics 2020: YEAR IN REVIEW

The Numbers

The Projects

• Fulfilled over 2000 analytics requests

• Access to Care Ambulatory Reboot

• 20 SlicerDicer Data Models

• InBasket Message Pool clean up

• Grew our unique Tableau user base by 23% and doubled our server usage, while also completing 2 server upgrades

• Pharmacy Bedside reporting • Bugsy and Beaker rollout

• 13 live ML models

• IP Rehab Module rollout • Opioid Monitoring dashboard

The Accomplishments • COVID Reporting and Support – daily reports & dashboards sent out to leadership, state and federal authorities; continuous data support daily • Implemented an internal peer review process within the team and rolled out GitLab to document code and aid in collaboration • Developed an effective triage workflow for requests in Landesk • Presented the CRM Marketing Dashboard to over 300 healthcare professionals nationwide as part of the Tableau Healthcare User Group • Developed team data culture with engagement in DataCamp • Standardized assessment, configuration and roll out process for future implementations of Machine Learning models

• Care Pathways data reboot • Kronos GPT Program Dashboard • COVID Analytics: • All Molecular & Antibody Covid-19 Test Results • Inpatient Census Status • State submissions • Proactive Ochsner Encounters & Primary Care Dashboard • Network Quality (HEDIS Metrics) • Practice Optimization revamp

COVID Daily Reporting RW SQL Adoption 14

Data & Analytics 2020: YEAR IN REVIEW

Teambuilding & Employee Engagement

PHOTO

Data Management 2020: YEAR IN REVIEW

The Numbers

The Projects

Successfully created 23 tables to bring over 130,710,163 835 records Successfully created 194 tables to bring over 88,680 837 transactions

Environmental Clean-Up – we have been able to free up space on our servers without having to purchase more just by working with other users to optimize and remove schemas that are no longer needed

Completed and continue to support an additional 200-250 extracts for both Ochsner and Partner sites

Titus Implementation – the team worked to create and support over 100 extracts for this Community Connect Site

Decreased Ivanti incident turnaround time by 70% from January 2020 thru October 2020

Salesforce – the team is continuing to support our Salesforce team to optimize and pull in as much actionable data as possible for our operational leaders

Decreased Ivanti request turnaround time by 83% from January 2020 thru October Completed 4 Pharmacy Service Line projects: Crowe RCA Shreveport, Kenner Wellpartner CVS, Pharmacy BD Diversion Detection, and RX Strategies for SMH

The Accomplishments Successfully collaborated with teams both internal and external to IS to review and update older/with no recent activity schemas to free up some space in our Informatica environment. Successfully implemented a new workflow documentation process to ensure that all of our processes are documented for knowledge sharing. We were able to hire a Data Architect – a position that we had open and trying to fill for over a year. We have been able to assist our research team in creating a COVID-19 dashboard which shows metrics for COVID-19 cases as well as COVID-19 vaccines.

RUSH Implementation – the team continues to work with the RUSH team to create and support all their extract needs UPI (Unique Patient Identifier) – Implemented a Unique Person Identifier that serves as the foundation for managing individual's data to ensure identity integrity and to accurately link the individual's information for Salesforce and Ochsner payer risk contracts. Deep 6 – Completed 2 year backfill extracts with requested changes and modifications for research

Engagement Scores Increased from 3.08 to 4.37 in just 3 short months! 16

Data Management 2020: YEAR IN REVIEW

Teambuilding & Employee Engagement

PHOTO

PHOTO PHOTO

Enterprise Information Management 2020: YEAR IN REVIEW

The Numbers

The Projects

Reviewed 20-25 requests for Data Sharing in the Data Governance & Sharing Committee meeting

Data Governance and Sharing Committee – established guidelines and a process for taking in requests

Began working with our Data Visualization team on documenting the team’s approximately 50 workflows

Partner Site Support – established process for the partners to easily escalate and reach out for assistance regarding their analytics items

Worked with our partner sites and collaborated with our Epic BI team to get 128 analytics requests completed with the oldest dating back to June 2018 Decreased the partner sites Ivanti request turnaround time by 80% Reviewed 12 requests for Legacy Data Steering Committee in December 2020 (first meeting EIM owned)

The Accomplishments Established the IS Analyst – Partner Support position which is proving very valuable as far as partner experience is concerned Established a Data Governance and Sharing Committee meeting with SOPs and guidelines for handling data sharing outside of the organization Began establishing a Legacy Data Steering Committee meeting with SOPs and guidelines for handling legacy data within the organization Began establishing workgroups around the different layers of legacy data to ensure we have avenues to review and create guidelines going forward

Access Request Education – established a process for educating customers on what is truly an access request to assist in decreasing the volume of non-access requests coming through the Epic BI que Legacy Data Steering Committee – started meetings and workgroups to begin establishing guidelines for migrating/retaining legacy data BCA Zero Report Issues – worked with the Disaster Recovery team to get new SOPs established to get our BCA devices working and checked on a more regular basis. We started with over 150 devices reporting zero reports to now under 20 devices. We also optimized the issue assignment workflow to no longer be bottle necked in the Epic BCA Support que but instead go directly to the teams that can resolve the issue

Data Governance and Sharing Committee Established Partner Analytics Support Established

Enterprise Information Management 2020: YEAR IN REVIEW

Teambuilding & Employee Engagement

Finance & Procurement 2020: YEAR IN REVIEW

The Numbers

The Projects

IS Finance Site OPEX PO’s:

634

IS Finance Site CAPEX PO’s:

1008

Meditract Entries:

Creating an electronic signature by using DocuSign to approve contracts on the IS Finance Site

689

Inventory Request Orders: $7,328,842.95

8479

IS PAR Inventory Orders:

533

ALM Specialty PC & Tablet: 139

Improving the LanDesk Service Requests tickets details for LA South and North’s IS Asset inventory workflow for customer inventory needs Transitioning all Adobe Acrobat licenses from perpetual to subscriptions for LA South Transition from EPSi, implementation of Strata

MISC Hardware Orders:

2122

Ricoh Printer Refresh:

Capital budget tracking for Rush

Ricoh New Printer:

1313

Software Orders:

1020

Software Installs:

133

Mobile Device w/Cell Service: Task Tracker:

168 111

COVID-19

IS Procurement:

Community Test Sites New ICU Setups Remote Worker Equipment

IS Finance Site:

Electronic Approval Process

Finance & Procurement 2020: YEAR IN REVIEW

The Accomplishments 

COVID Response Orders for ICU setups, Community Testing Sites, and work from home equipment.



Assisted Service Desk with Adobe software installs during COVID response and after the peak of COVID.



IS Finance Site PO Request Improvements, adding electronic approvals and updated PO form details.



Created a PO Request for onetime payments not related to contracts on the IS Finance Site.



The IS Contracts located in Legal’s Meditract system have been up to date for the entire year of 2020 on renewals.



Saved $4,000 per month in Verizon data overages and unused lines.



iRounding Survey Project ordered and tracked 56 iPads/cases for 28 cost centers.



Assisting the Compliance & Privacy Department Team with Contract vendor contacts for them to send Ochsner's Compliance Survey.



Played a vital role in the ongoing LSID projects by communicating with project managers, compiling data to determine equipment needed, and processing and tracking orders for over 50 departments.



Created a new Dell Out of Warranty order process to streamline the process. Created SOP for new process and distributed it to all FTS members.



Facilitated all purchasing and research for equipment needed for the OMNI project (A Telehealth Model for Vulnerable Patient Equity).



Strata implementation and training of IS end users

Digital Consumer Experience 2020: YEAR IN REVIEW

IS Digital Health 2020: YEAR IN REVIEW

The Numbers

The Projects

14,734 Patients Enrolled in Digital Medicine

COVID Care Path

11 New Employer/Risk Groups Onboarded

COVID Symptom Checker

11 New Care Companions Launched

COVID Post-Procedure COVID Surveillance Care Companion Direct to Consumer Hypertension

The Accomplishments

COPD Relaunch CRM Expansion to O Bar

Remote Patient Monitoring Billing Launched for MSSP, Humana MA, and Medicare FFS Launched Integration with a Pharmacy Delivery company to support Digital Medicine device delivery

Virtual Health Coaching Pilot LVAD Care Companion Heart Transplant Care Companion Bariatric Surgery Care Companion Single Ventricle Monitor Care Companion

Expanded Digital Medicine to 7 states Centralized Web Enrollment Portal for All Digital Medicine patients

Head & Neck Cancer Conversion to Care Companion Chemotherapy Care Companion Expansion to Baton Rouge Breast Cancer Survivorship Care Companion Kicked Off Pediatric Liver Transplant Care Companion

IS Digital Health 2020: YEAR IN REVIEW

Additional Projects  Continuous Glucose Monitoring integration and summary within Epic  External Referrals to Digital Medicine through EpicCare Link  Manual On Demand Texting for Care Team  Discrete Data Optimization  COPD Digital Medicine Reboot  Built Infrastructure for Digital Medicine Operations to Perform Bulk Outreach

IS Digital Health 2020: YEAR IN REVIEW

Teambuilding & Employee Engagement

Patient Experience – Analysts 2020: YEAR IN REVIEW

The Numbers 6,200 mobile check-ins completed 314,000 virtual visits completed through MyChart 50 decision trees updated for self scheduling of virtual visits through MyChart 2596 orders placed by external providers through EpicCare Link Over 250,000 new MyChart accounts created in 2020 8 locations live with anesthesia e-consents using over 40 Welcome iPads! 950 Incidents and 721 Requests closed! 17% online scheduling percentage

The Accomplishments Assisted with Titus and St. Mary Go-Live Support Successfully completed Epic Upgrade to February 2020 which included the ability to send attachments to patients via MyChart messages. System rollouts of:  Direct to Consumer Virtual visits  Mobile check-in and Curbside Arrival  MyChart Now Expanded Ochsner Provider Connect to over 1100 community providers and their staff

The Projects MyChart  Travel history in ePre-Check  Expansion of medical records request to partners  Auto Instant Activation  Improved Mother Baby Messaging  Research Consents for Peds  Referral Ticket scheduling  Radiology images released to MyChart  Transfer request form for Ochsner pharmacies  COVID Response: - Springboard in MyChart app with testing status - Custom report for test results - Messaging for Ochsner On Call - Vaccine scheduling workflows  Educational videos for virtual visits and mobile check-in  Updated decision trees for virtual visit scheduling  Visual improvements to ticklers  Flu vaccine scheduling for drive thrus  SMH New Patient Scheduling  Initial questionnaire repository

Virtual visits available and schedulable in MyChart Mobile Check-In available systemwide 26

Patient Experience – Analysts 2020: YEAR IN REVIEW

The Projects MyChart Bedside  Expansion to STPH and TGMC  Rollout of MyChart Now to all OHS facilities  Liver transplant custom education  Streamlined process for provider photos  Inpatient provider messaging for daily updates  Family messaging for admitted patients

Rollout of MyChart Now to all OHS locations!

The Projects EpicCare Link  EpicCare Link fully migrated to the web from OHSLink  Research study monitors in ECL  Implemented CareSelect decision support for high-cost imaging orders  COVID-19 Response: - Nursing home reports to consolidate test results - Automated workflow for Dr.Bourgeois (Occ Health partner) to receive test results in appropriate formatting  Expansion of Ochsner Provider Connect to clinic staff

EpicCare Link fully transitioned to the web!

The People     

Haley Carlson joined from The Krewe! Collin Smith transitioned to MyChart team from North LA! David Smith transitioned to supervisor of analyst team! Kali McCullough and Corey Durbin completed masters degrees! Corey Durbin, Clarence Courseault and TuVy Nguyen promoted to analysts!  Collin Smith and Hailey Schmitt got engaged!  JD bought a house and a puppy!  Daily/MWF huddles since WFH began

Patient Experience – Analysts 2020: YEAR IN REVIEW

Teambuilding & Employee Engagement

Patient Experience – Support 2020: YEAR IN REVIEW The Numbers

The Projects

56,404 Patient Calls Handled; a 100% increase from 2019

 Telemedicine Direct to Consumer System Education and Support  Telemedicine Direct to Consumer with Interpreters  Titus Telemedicine Direct to Consumer Fellow Training and Support  OCC Direct to Consumer Expansion  Telemedicine Joint Appointment Scheduling  Tyto Urgent Care Education and Support  Mobile Check-In System Rollout  Baton Rouge Mobile Check-In Lean Project  North Shore Mobile Check-In Lean Project  St Tammany Mobile Check-In Fellow Education and Support  MyChart Bedside Expansion System Wide  MyChart Now Engagement and Education  Innovation Outcome Specialists at Jeff Hwy  Mother Baby OB Messaging Project  21st Century Cures Act Education and Provider Forums  Orthopedic Total Joint Seminars  Golden Opportunities MyChart Engagement  North Shore Welcome Kiosk Lean Project  West Monroe Pediatric Patient Entered Data

68,719 Patient CRMs Handled 8.9% Abandonment Rate 70% Calls answered < 30s; improvement from 62% in 2019 9 FTEs hired and onboarded

The Accomplishments February 2020 Epic Upgrade Support Titus and St. Mary Go-Live Support LSU Multidiscipline Clinic Go-Live Support Pelican Urgent Care Go-Live Support Community Testing Support System Level Implementations: • Direct to Consumer Virtual Visits • Virtual Visit Interpreter Services • Mobile Check-In & Curbside Arrival Lafayette General MyChart Bedside and Telemedicine Direct to Consumer Demos

The People

PTS COVID 19 Response: • Redeployed employees for PTS • 9 FTEs hired and onboarded for PTS  Anthony Vanhorn promoted to Supervisor of • PTS Escalation Portal Patient Experience Support teams • PTS Support by PE Support and PE Analysts  Angie Johnson promoted to Team Lead of • COVID Vaccine Support Patient Tech Support  Anthony Vanhorn completed Yellow Belt PTS expanded hours of operation to support Certification before and after business hour needs  Bernadette Lorden participated in Toast Masters  Bernadette Lorden and Corey Durbin presented PTS expanded scope of support: during Wise Week • Digital Medicine Tech Support  Lindsey Benach is a Pathway to Wellness • Care Companion Support Champion • COVID Surveillance Support  Lindsey Benach is a member of O2 Productions Ochsner Holiday Hope!  Jo O’Gwynn implemented weekly PTS learning sessions

Salesforce 2020: YEAR IN REVIEW

The Numbers

The Projects

Migrated 10 businesses to the Enterprise CRM so businesses can utilize data feeds

Designed and built the internal registration tool for Ochsner Care Bridge Program

Helped decommission 5 PowerBuilder applications for the Decommissioning project

Designed and built a Business-to-Business (B2B) sales tool for innovationOchsner

Replaced dysfunctional CTI connector for 340 contact center agents in Access to Care. Created 15 Asset Validation rules to keep data entry clean and ensure data integrity for OHN and OPP. Team: Welcomed 3 new employees June 2020 engagement pulse survey:  100% completion  4.8 – engagement mean  78 – mean percentile rank Fall 2020 engagement survey:  100% completion  4.47 – engagement mean  78 – mean percentile rank Multiple certifications, and trailhead badges earned across the team. Provided more innovative content to end user training documentation making them accessible and inclusive to business groups and creating more clarity to the end users. Developed new demo presentation process that streamlines demo process and allows team to present confidently. Began Business Process Documentation for all business groups.

Kicked off Pediatric Class Registration Portal with Q1 January go-live Kicked off Enterprise CRM Phase 3/4 which includes Commerce Cloud, Order Management, and Inventory Service with a February go-live Kicked off the IS Epic Training and Security project which will utilize a new employee, vendor, and LMS feed with an initial pilot golive of mid-February and full go-live of March. Go-live of Outside Provider Expense (OPE) Category Automation project that allows OHN Analytics to determine if a provider is part of OHN in any capacity so they can show leakage in service lines, procedures, and to whom. Created duplication rules within Salesforce that reviews, merges, and eliminates any existing duplicate accounts and contacts.

Enterprise CRM Migration CTI Connector Replacement

Salesforce 2020: YEAR IN REVIEW

The Accomplishments Patient as a Consumer:

Business as a Consumer:

Access to Care: Rebuilt a case creation workflow that helped improve efficiency.

Business Development: Created a sales pipeline workflow for the new group within the Direct to Employer department that will focus on Digital Medicine.

Marketing: Created a web form that allows leads from the Ochsner blog to flow into Salesforce and enabled recaptcha to eliminate spam lead submissions. Wrote code that allows Marketing Cloud to display dynamic content for items that have come from Commerce Cloud Implemented the process for No email contacts to get loaded onto the FTP. Created a process that allows the Tableau team to receive campaign tracking data without failing. Previously, the data extracts were too large and continuously failed. Patient Engagement: In conjunction with the Marketing team, automated the new member and outreach communication for Narrow Network members. In conjunction with the roster management and data management teams, automated the roster upload process into Salesforce that allows the business to track and outreach to members on a timelier basis.

Created a BD Digital Medicine ROI dashboard that shows employer scenarios based on percentage of employee participation for Digital Medicine programs for the Direct to Employer team. Created a broker sales pipeline workflow for the Direct to Employers group that tracks the pipeline and gives insight which they didn’t have previously. OHN/OPP: Created a tool that allows OPP and Business Development to track new recruits, including LGHN member recruits. Corporate Wellness: Create automated “memos” and “flyers” for Corporate Wellness to use to send out to employers holding and OHS staff working the flu and health fairs. IS Salesforce Team: Created a duplication logic within Salesforce that reviews, merges, and eliminates any existing duplicate accounts and contacts.

Salesforce 2020: YEAR IN REVIEW

Teambuilding & Employee Engagement Wear something on your head day! PHOTO

PHOTO

Thanking Frontline Workers!

Fun with vendors!

IS Team Reports 2020: YEAR IN REVIEW

TECHNOLOGY

Application Rationalization (ART) 2020: YEAR IN REVIEW

The Numbers Completed 12 EMPI loads (Customer/Sponsor: HIM, Identity team, Epic) Oversee the decom of 4 large legacy applications Normalized Service desk inventory for 540 out of 946 applications (Customer/Sponsor: Steve Lebond)

The Projects  EMPI Loads  Application Decommissioning  Service Desk Inventory

Added 50 New Applications to Service desk (Customer/Sponsor: Steve Lebond)

The Accomplishments  Completed QRDA (Regulatory and Quality Reporting) Pelican to O2 Conversion

Asset Management 2020: YEAR IN REVIEW

The Numbers

The Projects

13,277 ALM Requests

Established Testing Site Delivery Service for COVID-19 Testing Kits

10,395 PC Net-New

Deployed COVID-19 Response Laptops, iPads, Webcams, WOW’s and Other Essential Equipment

(43% Increase Year Over Last)

(72% Increase Year Over Last)

3,419 Devices Retired

(43% Increase Year Over Last) $7.3M In Computer Store Billing

Decommissioned 2,500 Assets (Shreveport) Shredded 1,424 Drives (Shreveport) Rush Health System Asset Management Training

5,5071 Service Desk Requests Retooled Inventory Storage at Dickory 23,159 Packages Received Internal Audit - Shreveport 6,905 Packages Shipped WOW Cart Replacement Evaluation 2,833 PC Replacements RECYCLE: Greenhouse Gas Reduced 46 Tons, Valuable Metals Recovered 6 Tons

The Accomplishments High Volume, High Performing Team Delivering Consistent Value in New Orleans and Shreveport Established Enhanced Loaner Program Continued Community Outreach Laptop Donation Program Including Ochsner ABLE Resource Group, St. Augustine High School, and St. Vincent de Paul Center Continued Onsite Support at Dickory and in Shreveport Throughout COVID-19 Pandemic

Joining of Shreveport and South LA Asset Teams 20 COVID-19 Portable Testing Kits Developed, Provisioned, and Deployed PC Provisioning Started at Dell 35

Asset Management 2020: YEAR IN REVIEW

Teambuilding & Employee Engagement

New Brand Pre-COVID Asset Training

Pre-COVID Pre-COVID

COVID Test Kits

Dell Provisioning

Cabling/Data Center 2020: YEAR IN REVIEW

The Projects • ICU bed expansion • Lab testing expansion • Drive-up testing • Vaccine holding and immunization areas • Data center migration • Ochsner St Mary's (Raceland) • Ochsner St Mary's (Margaret Place) • 14, 15, 16th floor West Tower • Benson Cancer Center Expansion

The Accomplishments • Created new UPS sizing strategy that resulted in significant cost reductions compared to previous "one size fits all" strategy • Continued on-site work across the entire system during the entire COVID pandemic

Clinical Applications 2020: YEAR IN REVIEW

The Numbers

The Projects

 Incidents Resolved - 2906  Requests Resolved - 2523  Projects Completed – Project Managed 30+ in PWA and participated in 40+ Construction and Implementation Projects  Changes Completed -107  Total # of Apps: 232  Decommissioned Apps: 26  Covid Responses:  Pt Monitors – 510  Bed Changes Total- 1523  Vents – 150+  VISI Devices – 476 beds  eCare – 174 new beds/cameras and 136 moves  Avasys – 400 streams and 14 citrix servers  St Mary Shreveport Women’s Services Move

 Capsule Neuron Refresh – 300+ devices including architecture restructure  Topcon Harmony Enterprise Solution  Atmos Fees  Periwatch Enterprise Solution  Hugs Enterprise Solution  Vyaire Upgrades – Enterprise Upgrades  St Mary Teche  St Mary N-LA  Titus  eCare Expansion  Avasys Expansion  Unipoc Restructure/Repoint  LSI Cardiology  GE Muse Expansion  ESO Ambulance Service  STPH Expansion  West Tower Project – 14,15,16 WT  Covid Pt Monitoring Response – 510 Pt  Monitors  Vent Covid Response - 150+  Datacenter Moves  Win 10 Upgrades  CNext Upgrades  N-LA Decommissioning Project  Additional Implementation Projects and  Construction Projects – 40+  Data Innovations Project  GE Main Campus Infrastructure Expansion  Shreveport Cath Lab Upgrade  Aria Upgrade  St Charles GE Deployment  Baton Rouge GE Deployment 38  Trauma One Deployment

COVID Response 3 Hospital Implementations with 1 incident

Clinical Applications 2020: YEAR IN REVIEW

The Accomplishments  Assisted with Lafayette Proforma on all Clinical Applications  SLAs are met on a more consistent basis  Covid Response – able to install and integrate Pt Cardiac Monitors, eCare equipment, and Avasys Equipment within one week during covid response  Expansion of IP Telemed solutions during Covid response for a seamless solution with added use cases for provider consultation usage  Restructure of our Capsule solution for a better user experience  Resolved all Neuro issues within 24 hrs beginning in Q2 and continuing in Q3 & Q4 and assisted with data to assist with capital request for critical DR solutions  Worked with IS Leadership to contribute to the proforma process  Created a Proforma/Budget guide for efficient budgeting for Ochsner leadership

 Saved 90K by utilizing in house training for Muse Deployments  Saved $350K by utilizing in house training for Visi Deployments  Saved $200K by identifying that Unity ID would not meet the needs of our partners/customers  Great Catch: Mitigated risk in Mother Baby Unit at several locations by implementing new HUGS system and revising SOPs for security inspections on those units.  Migrated Trauma One to OH instance in N-LA  Nurse Call Standardization  Pointed 5 applications to Vital for to align with our enterprise imaging solution and strategy  Began supporting Vidyo and Tyto in addition to the Inpatient telemed apps. Clinical Applications now supports all Telemedicine 3rd party apps.  Telemedicine Bunker Super PC Deployment

Clinical Applications Cost Savings in 2020: 640K 39

Clinical Applications 2020: YEAR IN REVIEW

Team Bobby Enloe, Analyst

Matt Rigdon, Analyst

Bruce Verrette, Sr Analyst

Jay Aysen, Analyst

Todd Young, Sr Analyst

Dan McGarry, Analyst

Special Kirk, Sr Analyst

Rene Bilello, Sr Analyst

Bruce Lewis, Analyst

Don Elbers, Analyst

Eddie Rosa, Sr Analyst

Clervie Stenson, Analyst

Cory Sarvis, Analyst

Traci Boudreaux, PM

Jonathan Tiller, Analyst

Lauren Comeaux, Manager

Clinical Applications 2020: YEAR IN REVIEW

Teambuilding & Employee Engagement

PHOTO PHOTO

PHOTO

PHOTO PHOTO

Database / Unix 2020: YEAR IN REVIEW

The Numbers

The Projects

Database Instances  Epic Caché 84 instances, 2 Data Centers  Microsoft SQL Server 16 Clustered instances 36 stand-alone instances  Oracle 36 instances - Unix Servers  AIX 10 hosts 48 Servers  Linux 28 hosts 70 Servers

 Datacenter Migrations  Datacenter redundancy  Epic Upgrades  IT General Controls Documentation  Titus go-live

The Accomplishments Caché/Linux Dual-DataCenter Environments  Full replication of Caché environments PRD ODB and ECP Training Non-prod  Each datacenter has independent refresh processes, replication sources linked by Cache mirrors.  84 Cache instances total Unix  Cloverleaf migration to Linux Database  SQL Upgrades 2008 to 2012/2016  SQL Server backup dashboard Datacenter Migrations  Team heavily involved in Main Campus to BTR migration and build of Shreveport.  Decom of Peak 10 Improved ITGC processes  Better process definition  Better documentation of Unix platform Security

Caché Dual-datacenter Configuration Caché DB environment replication

Data Integration 2020: YEAR IN REVIEW

The Numbers

The Projects

 618 production interfaces

                                   

 Our Cloverleaf engine processes an average of 22.4 MILLION interface messages per day  Globalscape EFT now has 1449 unique rules and workflows. Optimization has allowed for organizational growth while reducing overall processing.  We handle a per month average of:  9K downloads  275K uploads  650 GB of data  Our team resolved 2818 incidents, completed 1770 request, and participated in over 40 different projects  In 2020 we enhanced our processes and reduced issues. Our incident count went from 3072 incidents in 2019 to 2818 in 2020!  We reduced our overall Service Desk Dissatisfaction from 2.5% to 1% and improved our Satisfaction Rate from 97.5% to 99%.  Data Integration Team was able to reduce its Service Level Goal overall failure rates for Incidents from 40% in 2019 to 21% in 2020 and for Request from 28% in 2019 to 8% in 2020.

COVID Response New Cloverleaf Platform Globalscape Optimization

Get Well Network GE Muse EKG Expansion FlexOpt - Kaleidoscope BD Logistics Expansion Lawson OR Depletion Expansion ESO Ambulance Services eCare Manager Upgrade Honeywell Vitals Quantros Safety and Risk Management Medmined MD Staff-MD STAT AngelEye NICU) RTPB Geneva Health Expansion LSI Pulmonary Rehab HealthFinch Expansion Salesforce CRM (HealthCloud) Stryker Nursing Assignment Wizard MModal (3M) CDI Collaborate Continuum RFID Lightning Bolt Axion - Employee Health Apollo LabTrust Schumacher Billing Services Titus STPH Expansion Vynca Pallative Care Epic Lumens Endoscopy LSI Cardiology Epic Upgrades OMC West Tower Expansion FOTO Capsule Rebuild QPath Ultrasound 43 St. Mary's

Data Integration 2020: YEAR IN REVIEW

The Accomplishments  Our team played a key role in expansion of critical patient beds for COVID patient care, interface build for COVID patient lab resulting and vaccination administration, and State Health Reporting for COVID data.  Employee Engagement Scores improved from 4.09 to 4.55!

Teambuilding & Employee Engagement

Disaster Recovery 2020: YEAR IN REVIEW

The Numbers BCA availability rate from 65% to 87% Several Hundred Application Migrated 2 EPIC DR Drill – Extended Stay! Migrated Vital Workload Several times from both BTR & SHV Datacenters Built a complete POC solution with mobile compute, telephony & SAT phones

The Projects • BCA remediation • Assisted with Datacenter Migrations • EPIC DR Drills • Vital DR Migrations / Drills • Emergency Management Command Center

The Accomplishments  Developed SOP for BCA Remediation  Improved and implemented SOP for IS  Technology Emergency Communication Plan  Improved and implemented Vital DR Plans

BCA Remediations Datacenter Migrations & Drills

End User Experience: Desktop Development, Citrix, Provisioning, Identity Management

2020: YEAR IN REVIEW

The Numbers

The Projects

 Incidents Closed – 3,893  Requests Closed – 9,379  Windows 10 – 98.4% (33,850 Device)  Windows Patching Compliance – 8% increase  Microsoft Teams  27,000 users, 433 Teams  10,843,996 chat messages  58,919 1:1 calls  34 Application Distribution Points Created  700 application packages decommissioned  500 new software requests reviewed  Data Center Relocation Updates: 2109  New SSO Enabled Applications: 45  Onboarded – 16,982 accounts  Offboarded – 5800 Ochsner Employed

The Accomplishments  Deployed Microsoft Teams  Implemented Tap and Go  Phase 1 - Microsoft Software Center for application distribution and first party parching.  Laptops and PC’s Provisioning directly from Dell Factory via SCCM  Built Virtual Desktop Environment hosted in AWS  Patient Tablets Devices for use during COVID  VMware Horizons (Citrix Replacement) Protype Completed

Patching Compliance – Safety First Microsoft Teams – Changing the way we collaborate 46

End User Experience: Desktop Development, Citrix, Provisioning, Identity Management

2020: YEAR IN REVIEW

Desktop Development

IS Provisioning

Corey Moreale – Manager

Lisa F. Lewis – Supervisor

Drew Miranda

Leroy Lind

Eddie Don Jordan

Robbie Molliere

Don Orlando

Jazzie Lee

Phong Trang Thang Ho

Identity Management

Eric Stein

April Vasquez - Supervisor

Andrew Stolf

David McClure

Jimmy Hoang

Degrick Cheatham

Brain Gaspard – Citrix

Glen Picadash

Jason Edelon – Citrix

TQ Noble Tom Hibbs (contract to hire)

End User Experience: Desktop Development, Citrix, Provisioning, Identity Management

2020: YEAR IN REVIEW

Teambuilding & Employee Engagement

Pre-COVID

PHOTO

Winner

IS Architects 2020: YEAR IN REVIEW

The Numbers Instrumental is planning Datacenter Migrations. Several hundred workloads Designed & Implemented 2 vxRail Clusters for stay-behind Datacenter Designed & implemented Server Automation Processes POC Aruba for upcoming 500 + edge switch replacement

The Projects  Datacenter Migrations & Expansions  VxRail  VMware vRealize Automation  Edge Switch Replacement  NSX-T Micro Segmentation

90 ESXi Hosts in BTR have NSX-T installed

The Accomplishments  ATR process improvements  RCA process improvements  Shreveport COVID  Disaster Recovery Improvements  CAB improvements (eCAB approver)  Improved and implemented Vital optimizations

Process Improvements (ATR; CAB; RCA) Datacenter Builds & Migrations

Network Development 2020: YEAR IN REVIEW

The Numbers

The Projects

158 new access points replaced at River Place Acadia and Chabert Medical Center

Wireless Refresh Wireless HUGS System

Implemented wireless HUGS Cisco DNA spaces integration for St. Mary Medical Center Shreveport and OMC St. Mary Morgan City Medical Center Covid-19 stay at home VPN utilization supported over 4,500 end user connections

Guest Internet Move from OMC to SHV Datacenter Datacenter Peak10 Decommission Equipment OMC St. Mary and Titus

Peak10 DC replaced 2 core network switches and removed 2 Palo firewalls, 3 Infoblox appliances, dmvpn router, 2 internet edge switches, and NetScaler appliance All AT&T data circuits have been moved to Lumens/CenturyLInk totaling 87 sites moved to Lumens/CenturyLink and 40 to GTT

ISP Migration (CTL and GTT) COVID-19 Site Deployments and Temperature camera testing Global Protect VPN Stay at home utilization Meraki infrastructure

34 Deployed network connectivity for Covid-19 test centers and vaccine trial centers. 116 Site to Site VPN tunnels migrated from OMC Cisco ASA to BTR Palo Alto Firewall

The Accomplishments HUGS Cisco DNA Spaces integration, wireless survey and access point remediations at St. Mary Medical Center, Shreveport and OMC St. Mary Medical Center, Morgan City. Utilized Meraki network switches/cameras for Covid-19 test centers, disaster event and command center scenarios All Guest Internet services now running out of SHV Datacenter

NetScaler's - EPIC DR Drills using utilizing Load Balancing failover RAD Vital NetScaler Load Balancing build for test environment to mimic Prod Site to Site VPN migration from OMC Cisco ASA to BTR Palo Alto

Wireless HUGS DNA Spaces integrations Guest Internet Move to SHVIncrease bandwidth to 5Gb/7Gb

Network Development 2020: YEAR IN REVIEW

Teambuilding & Employee Engagement Fionn Casey Lake Charles Install

Don Brack / Ben Weller – Building Trust (Peak 10 Datacenter)

Jason Westphal – Burger Challenge Accepted! RUSH Install Trip

Network Operations Center 2020: YEAR IN REVIEW

The Numbers

The Projects

Managed many Bridge Lines to keep networks and production environment running efficiently.

Knowledge and Training Created single source of Team Knowledge  Use One Note for initial source for knowledge for Team  Improved NOC Knowledge Base easy to manage, functional, easily searched  Searchable Knowledge Highlights  Encourages team to document resolved issues.  Created multiple knowledge articles.  Used Workflow Feedback in tickets to improve documentation for other teams.

Increased volume of Alerts monitored. Reduced volume of tickets actively in queue.

The Accomplishments SolarWinds Update and Clean Up  New version, new servers  Updated monitoring of alerts  Reduced alert fatigue – eliminated noise from fictitious alerts  Able to send alerts to Teams by device  Increased automation to setup / run tasks  Use Team Channels for alerts  Improved monitoring of router sites to know which sites are down faster  Reactivated 200+ devices for Telemedicine.

Formal NOC Handoff of Issues  Handoffs from shift to shift

Partner Training and Integration  Rollout training for new partner, Rush  Scripts created for Rush VDIs  Shreveport – completed integration into our system. Update Tech123  Updated processes to improve functionality and communication  Improve process and usage  Reduce time looking things up. Team transitioned to remote while maintaining same level of functionally and communication.

 Official handoff of important or relevant items to next person.  Standardized process In writing for what happened during your shift,  Using Teams, shared One Note in the cloud that all team members can use.

Facilitated Systemwide Transition to Remote Workers

Platforms – ECSM 2020: YEAR IN REVIEW

The Numbers

The Projects

Epic Client Systems team is comprised of five talented IT professionals. Together they are responsible for routing data between various Epic Clients and the Epic backend database. These wonderful team members are also responsible for backend Epic print infrastructure and the first point of contact for IT teams for infrastructure coordination. They are on the front lines during Partner integration and a joy to work with.

• Titus go-live • St. Mary go-live • SHV DC go-live • Epic Monitor Waveform Integration (Feb) • SignalR implementation • MyChart Virtual Visits & Interpreter Services Visit • Secure LDAP with partners

Epic Windows Servers – 220 Epic Print Queues – 80,000

The Accomplishments • Implementing Privileged Access Management in the Epic Windows Server Middle Tier • Moving Epic servers from Main Campus to BTR • Successful DR rollover to our shiny new Shreveport Datacenter • Two new certified Epic Client Systems Members (Congrats Jason and Nabeel)

The numerous Go-lives in 2020! PAM implementation

Platforms – Storage; DPS 2020: YEAR IN REVIEW

The Numbers

The Projects

The Storage team is 2 man shop along with support from our partner. These guys are responsible for storing all Ochsner’s data and making sure it is highly available. They oversee backup recovery and retention. They are responsible for storage upgrades and implementation.

    

Datacenter Migration Vital Expansion and Tuning ECS Encryption Superna Eyeglass Shreveport backup migration

Ochsner current storage footprint is over 10 Petabytes of storage. That is equivalent to 10,000 1 terabyte hard drives.

The Accomplishments  Adding to VITAL: Stand up VITAL Clusters with A2000s (Increasing performance).  DC Relocation Project: Standing up NEW IDPA in SHV, Moving Vital Cluster to SHV from OMC, Moving ECS from OMC to SHV, standing up NEW XIO cluster, Moving GP Isilon from OMC to SHV, Stood up new RPAs in SHV.  ECS Encryption Project: Recalled ALL DATA from ECS back to Isilon, and then archived data back to ECS after configuration changes to make sure data was encrypted at rest on ECS.  Backup Tagging: Completed Backup tagging, to have ALL new servers tagged with a “specific” backup at time of implementation.  Data Retention  Retiring of OLD Arrays: Migrating off VNX, EMC Loaner, Peak10 XIO  AGFA Maintenance:  SHV Backup Migration: Moving UH systems to Ochsner backup technologies

Datacenter Migration!!!! Vital Expansions Storage Migrations and Retiring of Old Arrays

Platforms – VMware; Servers 2020: YEAR IN REVIEW

The Numbers

The Projects

The Platforms team is comprised of 5 stand up individuals who work tirelessly to provide the organization with a stable compute platform for Ochsner to provide its multitude of IT services. They are responsible for server build, maintenance, health and performance.

 Datacenter Migration

Here are the numbers of VMs we are responsible for: Hosts – 532 VMs – 4469

 vRealize Automation and vRealize Orchestrator  UiPath RPA build out  Ochsner and UHSYSTEM Upgrade vSphere to 6.7u3  Vital Redesign  Telephony Upgrade and Redesign Server Builds

The Accomplishments

 VMware NSX Implementation

• Getting UHSYSTEM VMware backups on Ochsner Isilon with Avamar

 Tanium Software Management

• Decommissioned legacy VMware environment at Main Campus

 Deployed first Hyper Converged solutions to Main Campus, Rush and Peak10

• Multiple VMware software upgrades: vROps, LCM, NSX, Log Insight, SRM, IDM • Migrated Shreveport servers off temporary storage at Shreveport • Streamlined VM backup process by utilizing VM tagging to reduce handoffs between teams

Datacenter Migration!!!!

Did I say datacenter migration!!!!!!

Project Management Office 2020: YEAR IN REVIEW

The Projects Datacenter Relocation Windows 10 Deployment MS Teams Roll-out

The Initiatives Stood Up and Supported IS COVID Response Center People Development Workgroup Collaborative Enhancements to WISE and IS Onboarding as Part of the Clinical Systems Training, Utilization and Optimization of PWA

Ochsner Virtual Desktop Epic On Call Finder (Proof of Concept)

IS Strategic Priorities Support and Alignment

Virtual Hospital COVID Consults Audio Only Consults Virtual Specialty Hospital Rounding CA Privileged Access Management (PAM) Upgrade Encryption for all SSL/TLS Connections (TLS) Antivirus for Virtual Environment Security Network Tap Implementation Oasis 2020 – Web Portal for Non-Employee Access Requests PCI Validation 2020

Revised Project Request and Governance Processes for Imaging and Radiology Projects Epic Feedback Survey Through the Arch Collaborative Partnered with Office of Professional WellBeing to Provide 5 Custom Resilience Courses to Epic Academy Partnered with the Office of Professional Wellbeing to Develop a System Wellness Series Facilitated by OLI and the OPW

Java Remediation Chat Bot and Live Chat Java Remediation Data Loss Prevention (DLP) for Unstructured Data LMS Vendor Selection Project Decommissioning of PowerBuilder Applications Collaborate (Clinical Documentation Improvement)

Project Management Office 2020: YEAR IN REVIEW

The Numbers 610 Projects Requested 507 Projects Confirmed 30+ Training Sessions Conducted 50+ 1:1 Sessions Conducted

The Accomplishments Realignment of PMO Roles and Team Structure Realignment of IS Senior Leadership Project Review Clinical Systems Training, Utilization and Optimization of PWA Launched New Application Team Review PWA Realignment of Strategic Priority Requests and Non-Project Work Resilience Course Training Through the Office of Professional Well-Being and Johnson and Johnson’s Human Performance Institute (One of Four Trained at Ochsner) Enhancements to WISE and IS Onboarding (People Development Workgroup Collaborative)

PWA Reporting Hub and Knowledge Base Launch of IS LEAD and Division Development Programs New Application Team Review (ATR) Vendor Survey and Revised Workflow Clinical Systems PWA Roll-out Produced and Hosted 4 Podcasts for IS Division and Health System Created and Published 3 IS Division Blog Articles On How to Create Healthy Habits and How to Stay Connected and Engaged While Working Remotely

Security 2020: YEAR IN REVIEW

The Numbers

The Projects

Rapid 7 Risk Score 1.707108139, new scan process, Risk score down to 843,427,525 or 49.4%.

Vulnerability and Patch Management

Malicious phishing emails blocked 472,678

Upgrade EDR

Windows Patch Compliance 98.35

2020 PCI Validation

Maturity Self Assessment up from 3.22 to 3.46

Non-Employee Access Request

SSL Decryption

Unsupported Device Inventory and Tracking Engagement up from 4.22 to 4.56 Threat Hunting Trustwave Fusion

The Accomplishments

Superna

Risk score driven down 49.4%

Admin access reduction

New detection capabilities of encrypted malicious network traffic

Enterprise Risk tracker

Increased insight into threats from the endpoint to the edge with Cortex 2020 PCI Validation Automated non-employee request process Unsupported device inventory completed Monthly proactive threat hunting identifying threats before they become a problem

EDR Upgraded Immunity to Ryuk ransomware

Successful migration to Trustwave Fusion Platform 58

Security 2020: YEAR IN REVIEW

Name

Position

Barry Almon

Sr Security Engineer

Daniel Pillow

Sr Security Engineer

Geoffrey Broomfield

Sr Security Engineer

Mark Clutter

Sr Security Engineer

Mark Maher

IS Security Officer

James Geaghan

IS Security Architect

Gary Waddle

IS Security Risk Analyst

John Moore

IS Security Engineer

Steve Nuccio

IS Security Operations

Wayne Campiere

IS Security Operations

Jesse Walton

IS Security Operations

Jared Ortego

IS Security Operations

Aaron Crane

IS Security Operations Manager

Willy Schley

Chief Information Security Officer

Security 2020: YEAR IN REVIEW

2020 Kick-Off Event

Service Desk 2020: YEAR IN REVIEW

The Numbers

The Projects

Calls answered – 242,611

Change Management  Added Architects/AVPs as Emergency Change Approvers  Added Red Flag Status to Changes  50+ participants in weekly CAB meetings

Tickets Resolved – 397,001 Web Based Chats – 10,731 Consecutive Days No breached tickets - 30 Change Requests Processed – 4,046 ServiceNow Fundamentals Training – 5 Promotions beyond Service Desk – 2  David Shapiro to Director, IS Customer Services  David Henderson to IS Epic Specialist, IS Radiology

The Accomplishments Engagement Score – 4.40 Customer Satisfaction Ratings – 96.3%

New format /relevant articles for Knowledge Highlights increased readership by 25%. Proactive in improving uptimes and preventing major events by catching trends early Service Desk Meetings  Inservice Training at SD Meetings – 23  Team Building activities at all meetings Knowledge Management / Training  Training for Partners – Rush, Titus, Shreveport  Many Tech Tips / SOPs added to IS Knowledge Base  CCNA – Steffan Castillo

Full 24/7 SD coverage by SD employees Teams Channels – News & Info, Water Cooler New Schedules increased engagement and highlighted team strengths. Power of One – Michael (An) Nguyen, Chy Matthews (2), Jane Wynne Values on the Spot – Brione Robinson (2), Jason Thibodaux (4), Eunice Tucker, Jane Wynne, Rose Rubba (2)

Modernized Service Desk SharePoint site for mobility, meetings, information.

SD Remote Work COVID-19 Response 61

Service Desk 2020: YEAR IN REVIEW

Teambuilding & Employee Engagement

PHOTO

Tech Deployment 2020: YEAR IN REVIEW

The Numbers 116% Increase In Deployment of Technology Assets Year Over Last $41M In Budgeted Technology Plans (272% Increase Year Over Last)

The Projects Gayle Benson Cancer Center Expansion My Community Health (Ochsner Bullard) COVID-19 Molecular Lab – OMC Main Campus LSU Multispecialty Conversion to EPIC O2 Kenner Ochsner St. Mary (Teche) Prairieville Clinic Expansion

Managed the Tech Deployment of 89 Builds, Expansions, and Moves Across Ochsner Health Deployed 2,797 New Desktops Deployed 579 New Laptops Deployed 431 New Printers Deployed 153 WOW Carts

Lake Charles OB Clinic 1400 Poydras 1st Floor Build Out BR IO Digital Medicine Office Academic Student Center Renovation Cardiology Institute Dr. Sharp Clinic Integration

The Accomplishments Supervised COVID-19 Community Testing and Mobile IS Hardware Solution at Over 250+ Test Sites in Greater New Orleans West Tower (Floors 14-16) Rapid Installment of 250+ Computers for ICU COVIS-19 Support and Isolation

Pelican Urgent Care – Picayune Titus Regional Medical Center OLHS – NL St. Mary South Wing Clinic OLHS – Fern Ave Clinic Mississippi Long Beach

North LA COVID-19 Surge Conversion of Four Floors and Ancillary Departments In 90 Days 63

Telecom/AV 2020: YEAR IN REVIEW

The Numbers  9,464 incidents and 9,020 requests closed this year, compared to 6,922 incidents and 6,076 requests in 2019  262,342 Zoom meetings  132 Zoom Rooms built  1500 remote call center agents  1700 new Jabber users  2 Ohmnilabs robots

The Accomplishments  Created multiple new contact centers to handle COVID response  Lead systemwide conversion from Webex to Zoom, compressing application rollout/training timeline from 6 months to 3 weeks in response to COVID.  Replaced unreliable Knoahsoft Harmony recording software with Calabrio, which will provide Speech Analytics and Workforce Management capabilities plus call recording  Went live with UCCE upgrade, which in addition to providing new capabilities, moved system from Jeff Hwy DC to Venyu  Provisioned and deployed Spectralink phones in support of COVID ICU expansions  Partnered with Office of Strategy Management to successfully broadcast multiple virtual events, including State of the System and Spirit of Leadership  Identified and executed on multiple opportunities to decommission or convert legacy phone and conferencing services, which will result in nearly $500k/year of savings (with more to come)  Replaced all services historically serviced by Aastra

The Projects        

UCCE Upgrade Spok Upgrade Calabrio Implementation Zoom Rollout Lumen SIP migration Jabber expansion Ochsner St Mary's Ohmnilab telepresence robot deployment for Titus Health support  St Bernard VoIP rollout

Zoom Rollout Remote Telephony capabilities (Jabber, Contact Center) UCCE Upgrade

User Experience & Automation 2020: YEAR IN REVIEW

The Numbers P1 Incidents: • 86% closed ≤ 4 hours • YoY: average TAT ↓ 75% & volume ↑ 40% P2 Incidents: • 73% closed ≤ 24 hours • YoY: average TAT ↓ 64% & volume ↓ 21% P3 Incidents: • 79% closed ≤ 72 hours • YoY: average TAT ↓ 55% & volume ↓ 16% P4 Incidents: • 91% closed ≤ 7 days • YoY: average TAT ↓ 60% & volume ↑ 157% Small Effort Requests: • 92% closed ≤ 30 days • YoY: average TAT ↓ 39% & volume ↑ 17% Medium Effort Requests: • 79% closed ≤ 60 days • YoY: average TAT ↓ 50% & volume ↑ 680% Large Effort Requests: • 100% closed ≤ 180 days • YoY: average TAT ↓ 47% & volume ↑ 200%

99% – Very Satisfied or Satisfied survey responses for Incidents & Requests 81% – time logged in Service Desk tickets 100% – compliance with recommended GPT usage June 2020 engagement pulse survey: • 100% completion • 4.4 – engagement mean • 73 – mean percentile rank Fall 2020 engagement survey: • 100% completion • 4.67 – engagement mean • 89 – mean percentile rank 0% – turnover 3 – virtual team building events

Ticket SLGs Engagement Scores

User Experience & Automation 2020: YEAR IN REVIEW

The Accomplishments IS User Experience

IS Automation

Created numerous SharePoint sites and workflows to address COVID needs: crisis communication site, PPE requests, request process for updating processes/policies, COVID community testing reporting, and staffing redeployment process & database (2,663 staff submitted & 1,373 staff redeployed)

Formation of new team

Replaced use of Survey Monkey with MS Forms for Office of Strategy Management (leadership retreat surveys) & OLI (post-class surveys) Reviewed SharePoint 2010 workflows being retired by Microsoft (172) & rebuilt those still needed (83) Completed migration of SharePoint 2007 & 2013 on-prem sites to the cloud (71) Created Ochweb page promoting leadership job openings using daily feed from Workday Updated Ochweb’s People Search to now include Ochsner LSU contacts and vendors Provided North LA LSU residents’ access to SharePoint (O365) without access to email & OneDrive Developed new version of PWA Maintained monthly meeting rhythms with Digital Marketing, IDM, and Desktop Dev to ensure alignment of efforts

Completion of required UiPath hosted training IS Automation Request available in Service Desk 11 - teams presented with UiPath capabilities: IS Leadership, Salesforce, Quality, HIM, Epic ClinDoc, Epic Cadence, Data Governance, IS Training, HR, Epic Pop Health, Performance Improvement 33 – automation ideas received 15 – automation requests rejected for reasons such as inadequate ROI, not technically possible, etc. 8 – automation requests completed, providing a combined annual savings of 1,633 FTE hours or ~$48k 2 – automated extractions completed (OBIX South LA & GE Centricity migrations), which after decommissioning will provide one-time cost savings of ~$113k & annual cost savings of ~$36k for 4 years Everbridge Cost Center Filter Rule automation completed within 1 week, which created 2,456 cost center rules for targeted texts for COVID vaccine

User Experience & Automation 2020: YEAR IN REVIEW

Teambuilding & Employee Engagement

IS Team Reports 2020: YEAR IN REVIEW

CLINICAL SYSTEMS

Access 2020: YEAR IN REVIEW

The Numbers  STAR level 9 for OH Access team  Imported ~15,000 appointments for St. Mary, Titus, and OCC go-lives  ~1300 PT/OT evals scheduled online using DT  ~950 new or modified Epic departments spanning TX, LA, & MS  Standardized Access workflows for ~70 OCCs  Revamped ~50 decision trees YTD

The Projects  Peds anonymous trauma patient workflow  Auto-finalize estimates through RTE with accurate benefits  Encounter level facility disclosure documents  Patient financial services scheduling workflow

 4 new Access employees joined the team

 High dollar medication escalation PSC WQ

 Over 100K referrals sent to payors via Olive batches

 COE total joint, bariatric, and spine programs

 65 unused visit types deactivated

 Mobile and curbside check-in initiative  Referral order optimization project

The Accomplishments  Multiple certifications, proficiencies, badges obtained across Access

 Lumens Shreveport go-live  Interventional radiology go-live

 Language services registration field reset for 40k patients & interpreter services workflow revamped  Deployments: St. Mary, Morgan City, Titus, OCCs  N. LA began placing procedure orders in Epic  Daily huddles since WFH  Upgraded to Feb 2020 version of Epic – included major projects such as Storyboard, multiple referral linking, error referral workqueues, auth status column, appointment requests, & Outlook integration

4.83 Access Rollup Engagement Scores High Dollar Medication Escalation PSC WQ

 Capacity Management team joined LANDesk 69

Access 2020 COVID PROJECTS: YEAR IN REVIEW

The Numbers

The Projects

 Over 100k nursing home & prison Covid testing appointments imported

 Covid nursing home and prison appt import

 ~24 new or modified Covid-specific departments; 141 Covid testing resources

 Covid testing scheduling workflow

 Revamped ~50 decision trees YTD to include virtual/audio options in Hyperspace; rolled out to MyO - Including split of MyChart video visit into NP and EP versions

- ~1million tested  Mobile and curbside check-in initiative  Waiting room texting  Interpreter services schedulable virtually

 ~140,500 virtual visits scheduled via revamped DTs

 Pre-service workqueue date ranges extended

 4 team members volunteered for Service Desk support & virtual visit support phone line

 Televox Covid calls for SNF facility based on the new CMS guidelines  Clinic ramp up reschedule report  EUA infusion workflows  Covid vaccine scheduling

The Accomplishments

- 7,243 OH employees vaccinated in week 1

 Proactive implementation of travel screen modifications  Designed & implemented drive thru testing, research testing, antibody testing, community testing, nursing home testing, state testing, preprocedure testing, & employer testing workflows - Included cadence/SER/capacity management coordination

Virtual Visit Decision Trees COVID Vaccine Workflow

Access 2020: YEAR IN REVIEW

Teambuilding & Employee Engagement

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Access 2020: YEAR IN REVIEW

Teambuilding & Employee Engagement

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Enterprise Imaging 2020: YEAR IN REVIEW

The Numbers

The Projects

Incidents Closed in 2020 = 3207

Amber Health NBA Project

Request closed for 2020 = 2302

TopCon Ophthalmology Implementation

Time to First Image = Average 5 seconds

Encounters base Imaging Put on Hold

Time to Last Image= Average 14 seconds

Siemens Expert I

Priority 1 Incidents < 4 hours = 93%

Philips Collaboration

Incidents Resolutions < 7days = 90%

Implementation of AW

Go Lives OLHS St. Mary Prairieville Expansion TGMC Imaging Center Ochsner St. Mary Tansey Breast Center (New Location) Cardiology Institute

BRRG Interface with Epic Co Lab/Materialise Cardiology VNA Integration Build and deploy new Vital Testing environment Built a Vital Sandbox for Radiology and Cardiology Lumens

Titus Partner in Wellness Ochsner Health Center- East Picayune Pelican Urgent Care-Slidell and Picayune

The Accomplishments Production Load Balancer redesign to enhance Vitals' efficiency. Worked to architecture a new design for the Vital Test environment. Designed a new Training Environment

Conquered Latency within the Imaging environment Completed a failover document for Vital to fail from Side A datacenter to Side B datacenter to include successful testing and live failover.

Upgraded Solution Health Enhanced the Solution Health dashboards to contain all Vital servers. Successfully pulled off 10 specialized Cardiology demonstrations.

Enterprise Imaging 2020: YEAR IN REVIEW

More Accomplishments

Big Wins

Cupid orders turned on systemwide

Completed the build for TomTec measurement server routing.

Successfully received Cardiology images in Vital. Created a scheduled rotation for all Vital server to be backed up.

Completed the build for Storage Commit to allow ISCV and Vital to work together. Completed the Interruption workflow with Easy viz/Epic/Mmodal integration.

Setup a rotation for all A, B and Test servers within Vital to get monthly patches.

Completing a multitude of migrations.

Built auto routing rules for Radiology and Cardiology

Image Availability – Vitrea View MyChart Integration

Completed the build for body parts and laterality to ensure appropriate relevant studies are available.

Successfully completed Easyviz Upgrade to 8.0 Completed VitreaView Upgrade 7.6

Completed the new Rush domain build to include all Cardiology and Radiology AD groups for Easy Viz. Vitrea Connection and Vitrea View. Completed the new Rush domain build to include all Cardiology and Radiology AD groups for Mmodal Completed the new Rush domain build to include all Cardiology and Radiology AD groups for Vertex. Completed the Cardiology Workflows to include downtime and exception workflows.

Solution Health Upgrade to a complete rebuild of servers. Completion of three Vitrea Connection Upgrades Successfully moved the Vital datacenter from OMC to Shreveport. Completed the build of Vital’s new compression tier in Test Completed Qpath rollout for OMC ED to allow Staff physicians to train new residents on POC US.

Enterprise Imaging 2020: YEAR IN REVIEW

Teambuilding & Employee Engagement

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Enterprise Imaging 2020: YEAR IN REVIEW

Teams being creative.

Enterprise Imaging 2020: YEAR IN REVIEW

Team Cooking Channel

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Epic Academy Support 2020: YEAR IN REVIEW (ALL TEAM)

The Numbers System-Wide Events

One-on-Ones

Efficiency Sessions New OHS Providers Onboarded

New Community Providers trained

Total

709

731

991

945

3,376

204

145

185

128

175

Total Providers Who Attended Epic 201 South Shore YTD Total

Baton Rouge YTD Total

Northshore YTD Total

Bayou YTD Total

North LA

709

248

The Accomplishments  ONE Epic Academy Team - Epic Academy Specialists, Nursing Informatics, and Imaging Informatics

 Proficiency completions: - Haley Abshire - Cupid - Arineka Peter – Ambulatory

 Shirley Taylor nominated for Non-Clinical Supervisor of the Year

 Epic Academy Super Star of the Quarter - Quarter 1 - Gerardo Vasquez - Quarter 2 - Danielle Sims - Quarter 3 - Jordan Chauvin

 Non-Clinical Employee of the Month Nominees - Renee Smith - January - Erica Dean - February - Chris Moore - June & October - Khoi Nguyen - October - Ranndy Burnside – October - Carly Perkins – December

 Susan Edmiston honored during the N-LA Monroe Red Carpet Celebration for her dedication to service  Non-Clinical Employee of the Month Recipients - Jordan Chauvin - January 78 - Andrew Kohler - February

Epic Academy Support 2020: YEAR IN REVIEW (ALL TEAM) The Projects & Implementations                                     

ED Stroke Screening Tool - Jan 2 MyChart Now Epic 501 RUSH Walkthroughs & Demos - Jan 22 Transcription Sunset for IP Note Types - Feb 3 Ambulatory Referral Order Enhancements InBasket Management Clean-Up - Mar 9 Epic Quarterly Upgrade - Mar 22 Ambulatory Referral Orders – Feb 4 Updated Travel Screening Questionnaire - Feb 18 MyChart BYOD - Mar 22 Clinical Decision Support for Advanced Imaging Orders – Mar 22 Automated Insulin calculator tool for Insulin infusions (DKA/HHS) Storyboard Implementation – June 13 Epic Quarterly Upgrade – June 13 HAPI Documentation Update MyChart Virtual Visit Split In Basket Management Clean-Up St. Mary's Morgan City Epic Go-Live Outlook Integration ED APP Hybrid Access (select areas) Massey Bedside Swallow Screen ED Encounters added to SlicerDicer Unplanned Risk for Readmission Acuity Scoring Health Maintenance Hepatitis C Screening Age Update Harm Prevention Dashboard SlicerDicer Data Model – Referrals, Visits, Admissions Multiple Therapy Plan Sections Medication Authorization BCN185 Reinstated Location-less Mobile Check-in Virtual Visit Follow Up Messages Convalescent Plasma – Research Order Set External SNF/Nursing Home Workflow Implementation- Aug 27 Expanded Signal Access Standards Coordinated Care Management (CoCM) Go-live Aug 10 21st Century Cures Act Prep Slicer Dicer Data Models – Med Admins, OP Prescriptions, and Research

 Proactive Ochsner Encounters Enabled for Primary Care  MyChart Now Utilization Tableau Dashboard  Honor Roll Gold Stars Item - Suggested Search Terms  Alteplase for Pulmonary Embolism- New Order Set  Immunization Forecasting from LINKS Registry  Mass Influenza Drive-Thru - Oct 3  Haiku & Canto Lock Out Time Expanded to 30 days  PAT Medication AVS updates  Hazardous Drug Epic MAR & PYXIS Updates Oct 19  Changes to the HCC Scorecard Workflow - Nov 2  Via Oncology Staging Integration  2020 Capsule Neuron refresh - Completed  Anesthesia Slicer Dicer Model - Nov 30  LaPOST Registry Available via One Click Access  Clinical Decision Support Tool - Phase 5  EUA Infusion Workflows for Bamlanivimab  MOSS Score Calculation for Opioid Medications Nov 17  New Information in Rover Patient Summary  Medication Order Conversion - Dec 1  EasyViz/Vital  NDSC  Titus  All things COVID: - COVID-19 Routine Screening Order Update - Update to COVID-19 Response Protocols - Problem List Advisor: COVID-19 - Launch of COVID-19 Surveillance Program - Pre-procedure COVID BPA - COVID-19 Negative BPA Updates - COVID Vaccine Workflow - COVID Surge Planning – Part 2

COVID Community Testing COVID Redeployed Staff Education

Epic Academy Support 2020: YEAR IN REVIEW (REGIONAL)

Jeff Hwy/Elmwood

Baptist

YTD New Ochsner Providers Onboarded:

YTD New Community Providers Onboarded:

n/a

YTD New Community Providers Onboarded:

YTD New Clinic Go-Lives:

YTD Efficiency Sessions:

274

YTD Efficiency Sessions:

YTD One-on-Ones:

1304

YTD One-on-Ones:

152

YTD RA Yellow Belt Certifications: Chris Moore, Kory McNally

YTD RA Yellow Belt Certifications: Nicole Ross

Projects

                    

      

EDOU Implementation - 1/14 NOMH Observation Move - 1/14 Discharge Management Tool Pilot - 1/27 New Pediatric Palliative Medicine Specialty Concierge Clinic Implementation - 2/19 Heart and LVAD Care Companion ABA Workflow Implementation Lakeview Podiatry - 5/18 Visi Vital Monitoring NOMC Acupuncture Clinic - 6/5 Community Testing Sites/Prevalence Study Benson Cancer Center Department moves 6/22 & 6/29 Same Day Posterior Hip One Path - 7/6 West Tower Expansion (floors 15 & 16) - 7/7 Bariatric One Path - 7/13 Benson Cancer Center 1st Floor Mammo and CT - 8/5 Outpatient Home Infusion and Pharmacy - 8/17 Dementia Assessment and Care Clinic Order Panel Creation New Pediatric PM&R Specialty Creation of new Pediatric Heart Transplant Order Sets NOMH Pediatric Cardiology Procedures Department Implementation - 9/21 LSID Implementation Flu Shot Drive Thru at PCW - 10/3 IR Optimization 10/5 Palliative Care Unit Implementation - 10/5 Specialty Pharmacy Module - 10/19 Third Floor West Tower Re-opening -10/26 Anesthesia E-Consents (Elmwood) - 11/17

      

Lake Terrace Third Floo r- 11/23 MedVantage Patient Registry Medline CHG Bath - 10/28 CTU Clinic Move Outpatient HIMMS 7 Attestation iO Patient Deterioration Alerts Go-Live Dr. Kjellgren transition from OLP to Ochsner employed EDOU Go-Live LSID (Lab Specimen Identification) Go-Live Loyola Student Health COVID Testing and POCT Testing Workflow ED HIV/Hepatitis C Screening Workflow Possible Hospitalization Workflow OBGYN Clinic Relocation to Napoleon Building Optimal Hospital-Red Lighting Installs Complete

Epic Academy Support 2020: YEAR IN REVIEW (REGIONAL)

West Bank

Northshore

YTD New Ochsner Providers Onboarded:

YTD New Community Providers Onboarded:

YTD New Clinic GoLives:

YTD New Clinic Go-Lives:

YTD Efficiency Sessions:

YTD One-on-Ones:

355

Projects YTD One-on-Ones:

105

 Epic Efficiency Relay Pilot Lapalco Clinic (previously MiniSprints)  ED Stroke Screening Go-Live  PeriWatch Go-Live  iO Patient Deterioration Alerts  MyChart Bedside – Women’s Services  Our Community Health DBA LCHC  WB Retail Pharmacy Go-Live  Downtime - 10/30 - PostDowntime Procedures and Back Charting  LSID (Lab Specimen Identification)  One Path-CSection/Hysterectomy  OLP Clinic Go Live (Shanableh Clinic)

Projects  Proactive Ochsner Encounters   Franklinton Primary Care Go Live  OMC-NS/SMH OP Diagnostic  Consolidation  NS Regional Lab Lean Project   OMCNS Ortho Pathway   NS iO AI Deterioration Go-Live   OMC NS Sign & Held Orders Reeducation  SMHC Ochsner Cardiology  Go-Live   SMHC Ochsner Family Medicine  Go-Live  LHC SNF Go-Live   Picayune East Family Med (Phase 1) Go-Live  SMHC Ochsner General  Surgery Go-Live  SMHC Ochsner Podiatry Go Live   Picayune West Family Med   Picayune East Family Med (Phase 2) Go-Live   Pelican Urgent Care Picayune  w/Vital Go-Live   Pelican Urgent Care Slidell Vital Go-Live  Ongoing monthly Nursing Informatics meeting with CNO 

COVID Community Testing Support MyChart Bedside Ochsner Cancer Center Project Prep Advanced Epic Manager Class Anesthesia eConsents Covington, NS Surgery Suite Commissioning and Decommissioning COVID Units Drive Thru Flu Shot Support OMC-NS Lightening Bolt Go-Live- December 1 OMCNS Joint Clinic Same Day Discharge Optimization NS Podiatry Order Set Optimization SMH Epic Ambulatory Efficiency Session SMH OnePath Trainings Discharge Management Neurology Research Reports/SlicerDicer Studies NS West Low Contact Arrival Workgroup GI Lean Project Reporting Harm Prevention/Quality Dashboard customization and focused education NS East/West Workqueue 81 Optimization

Epic Academy Support 2020: YEAR IN REVIEW (REGIONAL)

Hancock

Baton Rouge

YTD New Ochsner Providers Onboarded:

YTD New Community Providers Onboarded:

YTD New Clinic Go-Lives:

YTD Efficiency Sessions:

YTD One-on-Ones:

128

YTD One-on-Ones:

YTD RA Yellow Belt Certifications: Kizzy McKnight, Robin Breazeale, Jeff Dugas

Projects

           

       

iO AI Patient Deterioration Go-Live Long Beach Family Medicine Clinic Go-Live Hancock Women’s Center Go-Live HIMSS 7 Certification Hancock Surgeons Order Set Optimization OR Workflow Optimization COVID Testing Drive Thru COVID Employee Rapid Testing Department OCC/HMC Referrals Workflow Optimization Diamondhead Diabetic Eye Screening Go-Live PAUC Anesthesia Order Set Standards Review Harm Prevention/Quality Dashboard customization and focused education

                 

iO AI Patient Deterioration Alerts Go-Live COVID Testing Drive Thrus at OMC-Grove & ONLC Mass Flu Drive Thru Support Proactive Ochsner Encounters in Primary Care COVID Community Testing Support Anesthesia e-Consents at Grove ASC & OMC-BR Ortho Surgical Bundle OnePath- OMC-BR C-Section/Hysterectomy OnePath- OMC-BR & Grove ASC Possible Hospitalization Go-Live Reopening of 3rd fl hospital for Med Surge Overflow PACU area converted to overflow for ICU Penicillin Skin Test Go-Live PeriWatch OMC-BR Go-Live COVID & Flu Rapid Testing in ED Ochsner Care at Home BlueBonnet South Facility Go-Live Prairieville Specialty Clinic Go-Live Hammond & Gonzales Therapy and Wellness Clinics Central Transport Department- OMC-BR Cupid Go-Live Manometry & Video Capsule Move to Grove ASC BR MOHS Clinic Go-Live- BR Cancer Center BRMH/IBVH ED Skills Fair BRMH Optime for L&D Project Sherwood Clinic Decommissioning 82 EUA Infusion Department Go-Live

Epic Academy Support 2020: YEAR IN REVIEW (REGIONAL) Bayou Region (Chabert, St. Anne, St. Mary)

River Regions (KNMH, SCPH) YTD New Ochsner Providers Onboarded:

YTD New Community Providers Onboarded:

YTD New Clinic Go-Lives:

YTD Efficiency Sessions:

YTD One-on-Ones:

273

YTD RA Yellow Belt Certifications: Lisa Chetta

Projects St. Charles  Med Psych Unit Go Live  Destrehan Diagnostic & Lab Go-Live  Destrehan OP Pediatric Therapy  IO AI Patient Deterioration Alerts Go-Live  SCPC Pediatric Plastic Surgery department Go-Live  River Place Intensive Outpatient Program (IOP) Implementation  Anesthesia e-consents go-live  Possible Hospitalization Implementation  Leave of Absence (LOA) workflow implemented for Med Psych to Infusion. Kenner  Med Psych Unit Go Live  Destrehan Diagnostic & Lab Go-Live  Destrehan OP Pediatric Therapy  IO AI Patient Deterioration Alerts Go-Live  SCPC Pediatric Plastic Surgery department Go-Live  River Place Intensive Outpatient Program (IOP) Implementation  Anesthesia e-consents go-live  Possible Hospitalization Implementation  Leave of Absence (LOA) workflow implemented for Med Psych to Infusion.

YTD New Ochsner Providers Onboarded:

YTD New Community Providers Onboarded:

YTD New Clinic Go-Lives:

YTD Efficiency Sessions:

YTD One-on-Ones: 223 YTD RA Yellow Belt Certifications: Renee Smith

Projects Chabert  Chabert Cath Lab Move  Conversion of Cath Lab beds to ICU Overflow  Penicillin Skin Test Go Live  Epic 102 for First Time Residents at Chabert  Direct Admit COVID Pilot  Cesarean Section/Hysterectomy OnePath Implementation  Resident Education Sessions  Provider Offboarding LEAN project  Assisted with closure of 1,500 open encounters and results St. Anne  Anesthesia e-consents Go-Live  St. Anne Wound Care Dept revamp  Cesarean Section/Hysterectomy OnePath Implementation  ICU overflow available in Cath Lab  CAM preference list created for Raceland OB/GYN providers  Infusion Department workflow review and reeducation St. Mary  Hospital & OSMC OB/GYN Epic Implementation  Epic Nursing Efficiency Sessions  Workflow development for PT Infusion therapy (iontophoresis)  Outpatient ABG workflow developed and education  Outpatient Wound Care Department Implementation  Successful revision of Community Provider preferred communication method for results.  Community Providers educated on remote entry of Therapy plans, Orders Only encounters, and Orders for Surgery  Educated Infusion Nurses, Pharmacy, and Providers on Therapy Plan entry  Development, education, and implementation of direct admit workflow with COVID testing.

Epic Academy Support 2020: YEAR IN REVIEW (REGIONAL)

Shreveport & Monroe

Lake Charles

YTD New Ochsner Providers Onboarded:

YTD New Community Providers Onboarded:

YTD New Clinic Go-Lives:

YTD Efficiency Sessions:

374

YTD Efficiency Sessions:

YTD One-on-Ones:

1400

YTD One-on-Ones:

142

Projects

              

      

Lumens Implementation 12/17 Infusion Write Off reduction project August Procedure Order entry Optimization August OCC Partners In Wellness 12/18 OneTap Implementation 2/10 IP Rover Implementation 1/27 Telemed Joint appts 2/17 Wound Care Module 2/4 Women's and Children’s at SMMC 4/27 SMMC ASC 5/6 PLSC FF Psych go live 9/15 New Resident on-boarding June/July Mobile Check-In June ICU expansion June Primary Care expansion - St Vincent go live 7/14 - Fern Ave – 8/4 Titus Fellow Mentorships July through EOY House Wide Telemetry August - Sept SICU location move 9/9 SMMC Telemed Oct SMMC OBGYN 11/8 Pharmacy Bedside Delivery 11/15 IR Optimization 11/12

COVID Employee Rapid Testing Epic 201 Delta Path Result Reports in Epic POCT Covid & Flu Testing Reopening of Clinics Post Hurricanes ObGyn Provider Group Go-Live MyOchsner Provider & Staff Education Sessions  Update EDP on US Orders to External  Jennings Clinic Go-Live  Path Lab Errors Project

Epic Academy Support 2020: YEAR IN REVIEW (REGIONAL)

St. Bernard Parish Hospital YTD New Ochsner Providers Onboarded:

YTD New Community Providers Onboarded:

YTD New Clinic Go-Lives:

YTD Efficiency Sessions:

YTD One-on-Ones:

146

Projects           

ED Clinic Connectivity Project Pre-Procedural ED COVID Screening Workflow iO Patient Deterioration Ortho One Path Telemetry Charge Education for Monitor Techs Executive Flashboard project completed Workload Management Tool w/ Kronos Integration St. Bernard Podiatry Clinic Go-Live Ochsner Community Health Center-Bullard Ave. Outpatient Volumes Report Optimization Anesthesia E-Consents

Epic Academy Support 2020: YEAR IN REVIEW

Teambuilding & Employee Engagement

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Epic Ambulatory Clinician & Epic Phoenix 2020: YEAR IN REVIEW

The Numbers

The Projects

86,093 COVID-19 vaccinations administered via team created workflow



ABO Verification Digitization



Automated Proof of Immunization Letters



Cardiac Rehab ITP Standardization



Clinic Patient Texting



COVID-19 Community Testing



Diabetes Education Optimization



Heart Transplant Revamp



In Basket Clean-Up



Mass COVID-19 Immunization Clinics



Mass Flu Fairs



Mobile Immunizations



NASH – FiB4 Study



Respecting Choices Implementation



Transplant Evaluation e-Consents



UNOS eSubmission



Vynca Integration

~1 Million In Basket messages eliminated 2,000+ unneeded pools removed 5,000 LaPOST documents uploaded to state registry 1,961 incidents resolved 1,383 requests fulfilled

The Accomplishments 25% increase in request closures year-overyear Established a COVID-19 testing workflow allowing for 800,563 tests to be completed across the system First-in-the-State integration with the LDOH LaPOST registry

Epic Beacon & Research 2020: YEAR IN REVIEW

The Numbers

The Projects

50k Patients screened for the Seroprevalence Study

Convalescent Plasma Study COVID-19 Seroprevalence

5k patients screened in COVID-19 Vaccine trials

COVID-19 Pfizer Vaccine

438 Requests fulfilled

COVID-19 Janssen Vaccine

352 Treatment plans moved to PRD (new and updated)

Epic Clinical Research Coordinator Refresh Sessions

230 Clinical Pathway links to Via for 80 protocols

Infusion Scheduling Phase I OnCore Migration

208 Therapy plans moved to PRD (new and updated) 154 Incidents resolved

Pfizer FHIR Pfizer Respiratory Syncytial Virus (RSV) Study

85 New research studies in Epic Research Adverse Events Research Study Calendar

The Accomplishments

Via Staging Integration

First in the country to transfer consented research patient data to a study sponsor using FHIR Created 230 Clinical pathways in Via Oncology to link to 80 protocols Eliminated the pharmacy and IS backlog of 50 Research protocols needed for Cancer Research which resulted in 20 studies.

EpicCare Lab 2020: YEAR IN REVIEW

The Numbers

The Projects

Defined over 100+ lab, Beaker, and Bugsy users

Beaker Implementation

Prevented 37,326 duplicate lab orders from being placed. Removed/resolved over 100,000 errors from the outpatient lab error queues.

Bugsy Infection Control Module Implementation – Ochsner and Terrebonne Exact Sciences – Cologuard Order Optimization Outpatient COVID lab order duplicate check

Fulfilled 928 requests Convalescent Plasma panel roll out Resolved 1,695 incidents COVID result infection status flagging Peak and Trough order optimization

The Accomplishments Implemented Lab Specimen Identification collection logic at Baptist, Jeff Hwy, and Westbank hospitals Implemented new outside pathology slide ordering workflow First full remote Go Live support for Ochsner St. Mary Developed and implemented custom ordering logic for COVID lab orders during COVID response

Alcohol Free for 40 workflow expansion

First ever Beaker implementation at Titus Ochsner wide implementation of Bugsy Infection Control module

Implemented COVID status line within Storyboard

Epic Cupid, Lumens 2020: YEAR IN REVIEW

The Numbers

The Projects

927 Incidents Closed Geneva Integration 555 Requests Closed HOD Optimization System Wide Adoption of SR <50% Sensis Hemodynamic Integration Stars Tier 7 Item Complete COVID Procedural Apps Alerts 4 Team Members Cross Certified in Radiant DICOM SR connection for Echo 100+ SR forms updated Hybrid Lab Locations

The Accomplishments

First Image into Report Integration (Lumens) External and Internal Report Optimization

All Sites Live on Cupid EP Template Optimization

St Charles and Kenner Cath Lab Bed Monitor Implementation

Device Revision and New Device Template Optimization STEMI Button 3 promotions to Analyst, 1 to Lead 1 Successful Remote Development Patient Texting Functional level of Structured Reporting met Established Invasive and Non Invasive System Level Councils

Lumens is LIVE! All Sites Live on CupidCVIS Retired 0% Turnover

Context (Documentation) Based Charging Automation 90

Radiant 2020: YEAR IN REVIEW

The Numbers

The Projects

2637 incidents closed IR Thin Log Optimization 1381 Requests closed Incidental Findings Tier 9 Star Kick Off COVID Procedural Apps Alerts NDSC Level 5 Interruption Workflow 4 Team Members Kicked Off Cross Certification

Q-path

32 Modality Moves/Net News for COVID relief

ED Wet Reads First Site Scanning Supplies Charge Entry Pref Lists

The Accomplishments 1 Successful Remote Development Patient Texting Workflow First Hybrid Lab Workflow Precharting Go Live ED Ready for Rad Mammo Tech vs Patient Questionnaire Reconciled Reading Worklist Committee established

Charge Capture IR Optimization Vital Rollout Completed 0% Turnover

Customization of Mammo Structured Reporting 91

Epic Cupid, Lumens, Radiant 2020: YEAR IN REVIEW

Go-Live Sites Baton Rouge Hospital Cupid Baton Rouge The Grove Cupid Baton Rouge Clinics Cupid Cardiology Institute St Mary Southshore HODs NOMH Pediatrics HOD Titus Hospital Prairieville Clinics PACC Rehab/SNF Hancock Imaging Center Hancock Minimally Invasive Center Olive Orthopedics Slidell Podiatry 2 Urgent Cares Benson Cancer Center Tansy Moves

Cupid/Radiant/Lumens 2020: YEAR IN REVIEW

Teambuilding & Employee Engagement

$867+ raised as a team for Charitable Community Donations

5309lbs of sugar consumed as a team 93

Cupid/Radiant/Lumens 2020: YEAR IN REVIEW

Teambuilding & Employee Engagement

Epic Data Governance: Security, SER, External Access 2020: YEAR IN REVIEW

The Numbers

The Projects

2020 Security Audits Background Users: 392 Admin Users: 452 Revenue Cycle Users: 2,228 Sensitive Notes: 424 Bypass break the Glass: 352

Lightening Bolt Project went Live

Epic Security New Users Provisioned: 16,309 Incidents Closed: 3,255 Requests Closed: 1,942

Kicked off Salesforce Project – Future New Hire Provisioning Tool

SER New Users Provisioned: 10,164 External Providers Created: 2,172 Incidents Closed: 3,321 Requests Closed: 2,783

Titus Go Live – Provisioned 1076 Users

External Access New Users Provisioned: 1,893 Password Resets/Portal Troubleshoot: 803 Meaningful Use Follow:6375 Incidents Closed:271 Requests Closed: 204

Nursing Student moved to SharePoint Provisioning Grid process vs Emails/Spreadsheets

St. Mary’s Go Live – Provisioned 569 Users

Completed System Wide Service Area Updates All External Users are now provisioned via the Provider Connect Portal

Teams COVID Response:

Pelican Incidents Closed: 245 Requests Closed: 123

Processed 1638 COVID related access changes

LANDesk Tickets:

Entire Provisioning Team closed 12,144 Incidents & Requests

The Accomplishments Annie McColloster promoted to Epic Provisioning Supervisor Michelle Yoes promoted to Epic IS Implementation Lead Integrated AJ Jones & Kimberli Carr from N.LA into the O2 Epic Security/SER Team Daniel Fender & Dominic Armantrout become Epic Security Certified and Ryan Bidlack Proficient in Epic Security Daniel Fender, Dominic Armantrout, and Ryan Bidlack completed SER Badge Certification Doubled our staff right before COVID & moving to WFH: Successfully virtually trained 5 new analysts

Epic Data Governance: Security, SER, External Access 2020: YEAR IN REVIEW

COVID Response Epic Security/SER Team: Covered 7:30am-7pm Shifts from end of March up until July 4th weekend. Along with covering Saturday & Sunday. 4 months of extended coverage Processed 1,638 Total Access changes due to COVID: Breakout provided below

Epic Data Governance: Security, SER, External Access 2020: YEAR IN REVIEW

Teambuilding & Employee Engagement

Epic Grand Central 2020: YEAR IN REVIEW

The Numbers

The Projects

14,393 hospital transfer center requests completed by the RRC South

BCA Web Data Entry Transfer Center Consult Service Tracking

4,735 hospital transfer center requests completed by the RRC North

STPH Renumbering/Expansion Project

887 Incidents Closed!

ADT Orders Level of Care Implementation

487 Requests Closed

Transplant Admission Patient Texting Project

Over 700 bed changes related to COVID surge

OTX to ADT Orders Framework Project

Created 10+ IP COVID Units

OMC Facilities Management Rover Implementation

5+ additional certifications/proficiencies received

The Accomplishments Implemented Possible Hospitalization to 5+ locations Increased Bed Planning Performance time by 100+% Created a Possible Hospitalization video used for system wide training NEDOCS/CEDOCS verified for all OHS locations First Full Remote Go Live Support at Titus

Completed over 700 bed changes and created 10+ IP departments during COVID Response! Highlighted at UGM for being a pioneer in patient throughput! Decreased system ED Throughput time via Possible Hospitalization! 98

Epic Grand Central 2020: YEAR IN REVIEW

Teambuilding & Employee Engagement

Epic HB, PB & HIM 2020: YEAR IN REVIEW

The Numbers

The Projects

2,339 LanDesk Incidents Resolved

Bill Area – North La

8,820 LanDesk Requests Closed

Olive Claims Status

$8,371,265 HRSA COVID-19 Claims Reimbursement

External Edit implementation

987 Provider SERs configured for billing

Cardiology Institute

6 Epic OCC Resolute implementations 250 new client accounts created

Ochsner Bridge Coverage Our Community Health North La Credit Card Project Digital Medicine Payor Expansion

84% Estimate automation

Epic Beaker Lab

49.6% increase in finalized Estimates (324,658)

COVID Community Testing COVID Vaccination Rollout STPH Lab Trust Charge Interface

The Accomplishments

Dorothy Mobile (Rover) for HH Agency

Ochsner St Mary Implementation

Home Health OperaCare OASIS Scrubbing

Titus Regional Medical Center Implementation

HH No-Pay RAP Claim Processing

Titus OCC Implementation

Center of Excellence Expansion for Bariatric and Spine

Epic Upgrade

Chart Gateway

Northshore Post-Acute Care SNF Implementation

ROI - Doc Type Templates

Ochsner St. Mary’s Place Center (Shreveport) Implementation

Humana Payor Exchange

River Place IOP Diagnostic Imaging Center of Terrebonne (DICOT) Epic Project Parrot – Improved Efficiency with Personalization (STPH)

Hospice Noncovered Documentation (NCD)

Bill Area Implementation in North La Hospital Pricing Transparency CARES Act COVID Test Billing

Epic HB, PB & HIM 2020: YEAR IN REVIEW

Teambuilding & Employee Engagement

PHOTO PHOTO

101

Epic Inpatient Clin-Doc, Stork, & Rehab 2020: YEAR IN REVIEW

The Numbers

The Projects

897 Incidents Closed

• Nursing Assignment Wizard

714 Requests Closed

• Texting Friends/Family for Admitted Patients

3,966 Clinical Enhancement Requests Reviewed

• Rehab Module Implementation • Disaster Required Documentation

1,022 New Devices Created or Updated

• CRRT Calculator

5,000+ Users Defined

• Wound Care HAPI System Scaling

2 New Pathways (Same day hip, Gastric Bypass/Sleeve) 1 System Non-Clinical Employee of the Month

• SOFA Scoring System • Expanded ICU Capacity – 205 New ICU Beds • OLHS St. Mary’s Women’s & Children’s Expansion • Ochsner St. Mary

The Accomplishments

• Titus • LTC Module Regulatory Updates

Storyboard Go-Live: 10 Different specialty specific storyboards created

• SNF Therapy Note Format Conversion • New “Altered Skin Integrity” LDA

New Strategic Priority Line Kicked off: Behavioral Health

• Laryngectomy LDA • BAKRI LDA

Group therapy documentation for Psych Departments

• St. Tammany Renaming and Tower • Development of the PKU Report

Notification of Implants and non-MRI Compatible devices

• Newborn Risk of Sepsis Calculator • MASSEY Swallow Evaluation

Updated QBL Calculators for L&D Facilities Completion of PeriWatch upgrade for the system

• Breastmilk Calculator

102

Epic Orders 2020: YEAR IN REVIEW

The Numbers

The Projects

Removed 150+ consult order options from the system and optimized the referral workflow!

M3D lab integration with Epic

Linked 100+ immunization questions to immunization orderables in the system!

COVID Vaccines -Pfizer & Moderna

Referral/Consult Optimization

Immunization Clinical Content Review Reviewed 250+ order sets within 18 specialties!

Imaging Autofill Project

1236 Incidents Closed!

One Path Expansion

1407 Requests Closed!

COVID Order Sets Response Project

The Accomplishments COVID-19 Vaccine Build & Reporting Coordinating with the State North LA Urology Clinic Order Optimization Implemented Possible Hospitalization to 5+ locations Optimized PFC orders to decrease erroneous overrides Titus and St. Mary’s Go-Live ; Titus Supported Orders Fully Remote

Expanded One Path for OB, Hospital Medicine, and Bariatrics Revamped Referral orders! Removed 150 orderable options and created 46 decision trees to streamline the systems referral process! Closed 74% more requests in 2020 than 2019!

Epic Orders 2020: YEAR IN REVIEW

Teambuilding & Employee Engagement

PHOTO

104

Epic Provider Experience 2020: YEAR IN REVIEW

The Numbers 3,215 incidents resolved 1,670 requests resolved

The Projects  2021 E/M Revamp & LOS Calculator  21st Century Cares Act  ActX Pharmacogenomics Integration

1,300 SNFist visits completed with newly developed workflow

 Care at Home  Centers of Excellence – Bariatrics

#### HealthFinch refill protocols implemented

 Centers of Excellence – Spine Services

155 new clinic departments live

 COPD/Asthma Treatment Standardization

 Connected MOM Expansion  Crisis Standards of Care  Discharge Management  DNR Workflow Optimization

The Accomplishments

 E-Consults in Epic

60% reduction in backlog of enhancement requests

 Epic Voice Assistant & Hey Epic! Implementation

Saved the organization $160,000 by eliminating the need for a 3rd party on-call solution and implementing an internal solution early and on a condensed time frame

 Fetal Demise

 Epic On Call - Lightning Bolt Integration

 Find Care Now  HealthFinch/Refill Clinic Expansion  Intentionally Retained Foreign Object  Joint Commission: Pain & Dyspnea Scores  Lumens Implementation  Mandatory Surprise Question  MicroMedex Implementation  Physician Builder Program  Problem List Advisor Expansion  PROMS - Ortho  Rehab Implementation  Vocera Alert Manager for Code Blue

105

Epic Willow Ambulatory 2020: YEAR IN REVIEW

The Numbers

The Projects

Resolved 1,614 Incidents

Specialty Pharmacy Module

Fulfilled 847 Requests

Westbank Retail Pharmacy Go Live

2 new Retail Pharmacy Locations

Home Infusion Retail Pharmacy

1,500 + Providers Set Up For e-Prescribing (New Hires, Residents, Facility Go Lives)

ScriptPro Robot Installation - Destrehan Eyecon Inventory Automation - Covington COVID Pulse Oximeter Program Blink – Direct to Consumer Program COVID Vaccination Workflow 340B Automated Receiving Workflow

The Accomplishments Convention Center Workflow 340B Rule Redesign for North La Bedside Delivery – North La PMP Reporting Redesign AIS Server Move to BTR

340B Rule Redesign Specialty Pharmacy Module

106

Epic Willow Inpatient 2020: YEAR IN REVIEW

The Numbers

The Projects

Incidents • Created = 1556 • Resolved = 1583 • Average time to resolve = 74 hours • Closed before breach = 86%

BD Logistics implementation

Requests • Created = 2686 • Resolved = 2833 • Average time to resolve = 21 days • Closed before breach = 91%

HealthFinch Refill Center

Engagement • Mean = 4.89 • Percentile Rank = 97

Epic upgrade

The Accomplishments

Titus Epic implementation

Insulin calculator Ochsner Home Infusion

Michigan Opioid Safety Score (MOSS) Bugsy

St. Mary Epic implementation

Decreased average time to resolve incidents by 41% compared to 2019 Decreased average time to resolve requests by 64% compared to 2019 Increased incidents closed before breach by 11% compared to 2019 Increased requests closed before breach by 23% compared to 2019 Implemented new request review process with Pharmacy MUSE team Created inpatient sample medication workflow

New Epic TS Team Engagement

Implemented COVID-19 treatment medications and vaccines in Epic 107

Epic Willow Inpatient 2020: YEAR IN REVIEW

Teambuilding & Employee Engagement

PHOTO PHOTO

PHOTO

Epic Willow Inpatient 2020: YEAR IN REVIEW

Teambuilding & Employee Engagement

PHOTO PHOTO

109

Innovation Exports 2020: YEAR IN REVIEWSouth Shore Implementations for iO/Optimal Hospital Initiatives

2020 Priorities by Facility

Consumerism/ Care Delivery  Optimal Hospital  Copper Linen/ Copper Surfaces  Wireless Vitals Monitoring (Visi/ Vios)  Red Lighting/ Noise Monitors  MyChart Bedside / MyChart Now*  Telemedicine

Improve Patient Outcomes  LSID- Lab Specimen Identification through barcode scanning  Patient Deterioration (AI Model)  HAC-CDI (C-Diff AI Model)  HAPI (Pressure Injury AI Model)  One Path Expansion

Workplace- Ease of Use     

OneTap (ID Badge Log In) Lightening Bolt M*Modal Voice Recognition Rover Provider Epic Efficiency Programs

 OHS awarded $100, 000.00 grant from Intel Corporation to assist with Covid Response and Visi Implementation.  Visi Mobile Monitoring was implemented to 5 units at OMC providing continuous monitoring to 174 patient rooms.  OHS saved $265,000.00, by internally hosting Visi Mobile educational sessions for frontline staff.

OMC  Optimization of Existing Platforms  Optimal Hospital  MyChart Bedside vs. MyChart Now  Predictive Models to Enhance Operational Efficiency  Next Frontier of AI for Clinical Solutions  LSID Baptist  LSID  Optimal Hospital  OneTap  iO AI model  Patient Deterioration West Bank  LSID  OneTap  iO AI Models  HAPI  Patient Deterioration Kenner  iO AI Models  Patient Deterioration  HAC-CDI  HAPI  LSID St. Charles  iO AI Models  Patient Deterioration  HAC-CDI  HAPI  LSID St. Bernard  iO AI Model  Patient Deterioration  HAC-CDI  HAPI  LSID Completed / In Progress

110

Innovation Exports 2020: YEAR IN REVIEWSouth Shore Implementations for iO/Optimal Hospital Initiatives

Consumerism/ Care Delivery Accomplishments Optimal Hospital  Copper overbed tables and Linen were deployed house wide during Covid  OMC, Baptist, WB, Kenner  Wireless Vitals Monitoring  Visi Mobile  Deployed to OMC Med Surg/ Step Down Units (MSU, MTSD, NPU, POSS, CSU- Post Covid)  174 beds/ 5 units expanding this technology in a 5-week timeline  Quotes for Baptist/ WB pending funding prior to implementation  Vios Murata will be deployed at SCPH in Q1 2021  Red lighting  OMC- SICU, Baptist- ICU, Med Surg, MBU  WB- Med Surg/ Telemetry  Noise Monitors  OMC- Oncology, TSU, IMTA, NPU  KNMH- Med Surg, Tele  Baptist- Med Surg, ICU, MBU MyChart Bedside/ MyChart Now*  Systemwide push for MyChart Now with upgrade. Utilization of MyChart now is more favorable than MyChart Bedside.  UV Charging stations and MyChart Bedside tablets implemented for all Covid Units at OMC (14 WT, 15WT, 16 WT). Telemedicine  WB/ SBPH Hurst Fund Grant Awarded for instillation of Vidyo Monitors for remote monitoring, telemedicine  Pending Install of Vidyo equipment at both facilities  SBPH- Med/Surg, ED Trauma Rooms  WB- Med Surg, Telemetry

•

Copper Linen scaled system wide to 1,196 inpatient beds in 7 days!

•

Copper infused overbed tables were deployed systemwide to 1,110 inpatient beds over a 5-month period.

•

OHS Community Facilities WB and SBPH were awarded $400,000.00 in grant funding to outfit their facilities with telemedicine Vidyo technologies.

Innovation Exports 2020: YEAR IN REVIEWSouth Shore Implementations for iO/Optimal Hospital Initiatives

Improve Patient Outcomes Accomplishments Lab Specimen Identification- Barcode Scanning for Specimen Collection:  OMC  Baptist  West Bank

System   

wide implementation of iO AI Models: Patient Deterioration HAC-CDI HAPI (Pressure Injury AI Model)

ONE PATH Expansion: Baptist:  Hospital Med Bundle  COPD, DKA/HHS, Heart Failure, Ischemic Stroke, GI Bleed  C-Section/ Hysterectomy  Total Shoulder

West Bank  Hospital Med Bundle  COPD, DKA, Heart Failure, Ischemic Stroke, GI Bleed  Total Shoulder  C-Section/ Hysterectomy River Region:  Hospital Med Bundle  COPD, DKA, Heart Failure, Ischemic Stroke, GI Bleed  Total Shoulder  C-Section/ Hysterectomy St. Bernard:  Ortho Bundle

• Systemwide 1,881 admissions triggered one or more iO AI Patient Deterioration Alerts. • LSID Barcode Scanning Compliance is 97.6 % combined for Baptist, OMC and WB Campuses.

Innovation Exports 2020: YEAR IN REVIEWSouth Shore Implementations for iO/Optimal Hospital Initiatives

Workplace – Ease of Use Accomplishments  OneTap  Systemwide implementation to all Kiosk computers  M*Modal Voice Recognition  Replaced traditional telephone Dictation  Rover  For Nursing and Ancillary sub-specialties  Enabled Visi Insight App for Alarm management for OMC units using Visi Mobile  Anesthesia E-Consents  Implemented at WB, SBPH  Will be scaled system wide in 2021  VIP Nursing Bunker  OMC- Kenner expanded functionality of the VIP bunker with E-Care manager integration.  Workload Management Tool w/ Kronos Integration  Piloted at SBPH and Kenner  Will be scaled systemwide in 2021

Falyn G. Curtis BSN, RN Director of Transformation

IS Telemedicine 2020: YEAR IN REVIEW

The Numbers

The Projects

 Goal for the Number of Virtual Visits for 2020 was 5,000. The estimated completed visits for 2020 was 314,701 with our partner sites included.

 Vidyo Router Capacity Upgrade

 Estimated Number of Virtual Visits completed with Interpreter Services for 2020 was 317.

 Direct Dial through Vidyo for VIP Kenner

 As of November, Virtual Nurses at VIP Kenner placed 57,145 calls through Vidyo.

 Created a new workflow for Tyto Clinic at Urgent Cares

 Creation of a new Virtual Visit Type with Interpreter Services

 Virtual Rounding and Teletriage

 Over 300 iPads configured and deployed for COVID response

The Accomplishments  Added 4 new routers to the infrastructure to accommodate the influx of virtual visits to minimize downtime.  Prior to the creation of the Visit Type 500 – Vidyo Visit w/ Interpreter, there was not a mechanism inside Epic to track nor provide this service. Worked with Zoom to add Stratus (Interpreting Service Company) as a participant in video visits with patients.  Direct Dial is a feature we implemented to allow Virtual Nurses to call into a room via a button in Epic instead of doing a search inside the Vidyo application. This is to minimize the risk of calling a wrong room.

Upgrading the infrastructure and education to scale up Virtual Visits for the entire system

 Created a workflow for providers and nurses to be able to round on patients virtually  Created a workflow to use Tyto Clinic at Urgent Cares

114

IS Telemedicine 2020: YEAR IN REVIEW

Other Projects Integrated Vidyo Connect with Stratus  Allows interpreter services to be used with the current Vidyo platform without Vidyo and LDAP Integration  Coordination with offsite partners to enable LDAP Configuration to login to Vidyo using active directory credentials Obtained Hearst Funding to do hardwired solutions at West Bank and St. Bernard hospitals for Telemedicine Created Standard Equipment Packages for easy deployment Design and Deployment of GCX iPad Roll-Stands and Howard iPad cart solution for COVID Response Remote Monitoring in SolarWinds Pediatric Echo Telemedicine Technology to use with carts Virtual Visits with Partner sites

115

IS Telemedicine 2020: YEAR IN REVIEW

Teambuilding & Employee Engagement

PHOTO

Kevin Driscoll, Aaron Bauman (not pictured), Bao Nguyen, Clervie Stinson III, and Don Elbers 116

IS Training 2020: YEAR IN REVIEW

The Numbers

16,060

+94%

students trained

65,970

2019: 8,278

+49%

eLearnings assigned

2019: 44,420

4,813

+155%

training arcade games played

2019: 1,884

Deployments  OSMH – Ochsner St. Mary

 Dr. Price – OB/GYN

 Bugsy – OLHS

 LHC – LTAC

 CoCm - Coordinated Care Management – OHS

 Bugsy – TGMC

 Titus  Cardiology Institute – Clinic  Dr. Sharp – Clinic  River Place IOP

 Dr. Riser (Phase I & II) – Clinic  Dr. Lopez – Clinic  Pelican Urgent Care – 2 new UCs  Pelican UCs – Radiant & ViTAL  Bugsy – STPH

 ED APP - RN Access – OHS  Beaker – Titus  Lumens – OLHS

117

IS Training 2020: YEAR IN REVIEW

The Projects • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • • •

• Business Productivity Tools SharePoint N. LA community provider onboarding • Virtual Training email template NPO process for N. LA • Module Report Management SOP Epic Training policies for New Leader Orientation • Style Template for SOP ROI templates • Virtual Resident Provider and Surgeon modules Epic Go-Live Training guide updates • workgroup for improving the evaluation process Training Strategy Presentation • Module Reporting SOP Workgroup Training On-call line • User Grid Training Training service line during the beginning of COVID • ACE Environment Restructure Project Owlivia virtual training intro video • Coaching Checklist The social committee/ team building committee • FAQ Update for Public Site Stop, Start, Continue project • Project BluePrint Project Review Team • Better Collaboration & Communication Workgroup Salesforce project • framing the structure of IS internships job descriptions created the Excel Class for Wise • fellowship document Worked with the triage team taking call for Covid • Locum Provider training Standard Operating Procedure Cupid Vital project • Fellowship Deliverables workbook IR Optimization • Cleaned up OLN by retiring outdated content Virtual Training emails for Providers • Epic PEP 201 ID Resources Companion • Training SOP SOP for TRN Requests • IS Onboarding document On Site Support for OSMH and Dr. Price clinics • Captivate SWF Implement Project Management Tracking • Automated Evaluations Virtual Training Planning/Virtual Training Strategy • Grid Scrubbing SharePoint Scrubbing • Tech Sessions Covid web-based and instructor led training classes • OLN Attestations Mitosis Info NLA/SLA Resident Virtual Training Anesthesia and CRNA Epic Proficiency exams IS Guidebook Creation SOP for Support Trainer Created training for Beaker, Bugsy, Lumens, APP for ASAP, Inpatient Rehab, Alaris infusion Pump, Specialty Pharmacy Therapy Management, Coordinated Case Management, Inpatient Pharmacy, Retail Pharmacy students Created training eLearning for COVID community testing sites Created Virtual training for COVID agency RN’s (approx. 1000 in 2020) and redeployed providers (approx. 600) Created Virtual training for 2020 Residents training (approx. 300 in N and S LA) Supported multiple on-site implementations

118

IS Training 2020: YEAR IN REVIEW

The Accomplishments 90 community providers trained 808 Community Providers recredential through CP process

41 Arcade games created 3 new applications

25 new classes/modules created 4.05/5 Average Class Eval Score

 Epic Training has 235 active web-based courses in OLN that we maintain and keep updated.  We retired 141 web-based courses in OLN that are no longer current.  There are 16 student groups completing their educational training/internship at Ochsner  We removed swf elements from 68 web-based courses to ensure the courses would play once swf is no longer supported.

Move to Virtual Training On-Site Go-Live Support Certifications in the following applications: Professional Billing ClinDoc Bugsy Lumens Beaker Willow Inpatient

WISE

Resident Training with 300+ students

2 Yellow Belt Certifications

Created COVID modules for use during Rapid Onboarding and Staff Re-deployment during peak times throughout the pandemic 119

IS Training 2020: YEAR IN REVIEW

Teambuilding & Employee Engagement

120

O2 Productions 2020: YEAR IN REVIEW

The Numbers

35,000 $21,000

Video views on Ochsner.org Won from Ochsner Excellence Fund

8,000

Video views on Training videos

7,000

Video views on Ochsner Social Media

100%

Percent of projects with over 100% ROI

Videos made in 2020

States that viewed our content

Volunteer members in our group

2nd Most WatchedCountries Virtual that viewed our content Visit Video on YouTube (behind Epic) OLN courses made for service lines “Best Patient-Facing Video We’ve Ever Seen”-Epic

11 5

121

O2 Productions 2020: YEAR IN REVIEW

The Projects & Wins “IS Thanks You” During the beginning of the pandemic, we made a video for Ochsner’s Social Media pages showing approximately 420 IS employees (and families) holding “Thank PHOTO You” signs. We received hundreds of likes, comments of appreciation, and thousands of views from around the world.

“Watch and Learn” We helped with the overwhelming number of support phone calls for MyOchsner by making a “Watch and Learn” video for learning about virtual visits. In addition to being the 2nd most watched Virtual Visit video on YouTube, it saved patients hundreds of hours on the phone and saved Ochsner thousands in support costs.

PHOTO “Pre-Flight Training” We helped our Training team by creating an instructional video that helped prepare students for upcoming virtual training sessions. This saved hundreds of hours in labor for training staff previously spent preparing and hosting informational sessions on a weekly basis. 122

O2 Productions 2020: YEAR IN REVIEW

Principles in Action Patients first

We created content that empowered our patients to help themselves.

Easy to work with

We structured our processes with service being a main priority.

Build a solid foundation

We structured our team into “Krewes” to work efficiently.

Make the right choices easy

We learned and then shared best practices in content creation.

Integration is key

Time to care 2nd Most Watched Virtual Single source of Visit Video on YouTube truth Epic) (behind “Best Patient-Facing Video We are accountable We’ve Ever Seen”-Epic

We extended our help beyond IS and reached others in our system.

All we ask for is an idea, and then we do the heavy lifting.

We set out to be the single source of truth for IS video content. We volunteered and made all content while still doing our main jobs.

Optesia 2020: YEAR IN REVIEW

The Numbers

The Projects

1931 Incidents Resolved

Anesthesia Difficult Airway Documentation

1006 Requests Fulfilled

Anesthesia Slicer Dicer

3 new team members

Anesthesia E-Consents

9 sites live with Anesthesia E-Consents

Procedure Note Medications Optimization

3 New OR Implementations

Standardization of procedures and Preference Cards for Colon and Rectal Service

The Accomplishments

New Specimen Collection with Beaker application

OLSH SMP go-live

Labor and Delivery Optimization

Ochsner St. Mary’s Implementation

PAT Medication Details Optimization

Titus Implementation

Surgical Cost Receipts

COVID-19 Response

Epic Opioid Risk Tool

Anesthesia’s First Ever Physician Builder Projected Block Utilization went live IMO Procedure Cleanup Surgeon Coding Report Update Anesthesia Narcotic Handoff in Sidebar

All 2020 Requests Closed 70% more Requests closed than 2019!

124

Partnerships & Implementation 2020: YEAR IN REVIEW

The Numbers

Projects Highlights

300+ New Epic Departments

St. Tammany Initiatives:

46 New COVID Unit Creations/Adjustments

Lab Integrations

7 New Epic Connect Clinics 26 New Epic Connect Providers 15% Increase in Epic Connect MyChart Activations

 Bio-Rad CFX96 interface  Advanced Instruments Osmo1 Osmometer interface  Alcor iSED interface

Unit Renaming and Bed Renumbering

The Accomplishments Ochsner Provider Connect St. Tammany MyChart Bedside TGMC MyChart Bedside Titus Academy Fellowship Program 74 Implementations Completed North PACC Transitional Care Unit

Ochsner St. Mary – Morgan City Titus Hospital

 St. Tammany renamed their units to better align with specialty care area. In addition, the beds were renumbered to keep up with the volume of additional rooms added in the hospital.

Terrebonne General Initiatives:       

Periwatch MyChart Virtual Visits CareHarmony MyChart Bedside Bugsy ePre-Check Epic Rehab Module

Additional Partner Site Initiatives: Acadia River Place BHU  Intensive Outpatient Program (IOP)  Epic Behavioral Health Care Plans (OP) LHC North & South PACC  North PACC Transitional Care Unit (TCU)

Referring Provider Portal – Ochsner Provider Connect:  All referring providers and their staff no longer have Epic Care Link access.  Credentialed Community Providers with Hyperspace can now submit outpatient orders in their private practice using Hyperspace via OHS Link!  We have four sites on Provider Connect!  Ochsner (Inclusive of Shreveport and Monroe), Terrebonne General Medical Center, Titus Regional Medical Center, St. Tammany Parish Hospital, and Slidell Memorial Hospital NDSC Project:  All providers and staff with Provider Connect access have access to place orders for 125 Advanced Imaging test such as CT, MRI, Nuclear Medicine, etc.

Partnerships & Implementation 2020: YEAR IN REVIEW

The Projects January 2020 St. Charles Outpatient Diagnostic Center OMC – Jeff Hwy Observation Relocation Slidell MedVantage Clinic February 2020 Franklinton Primary Care St. Bernard Suite 3400 Expansion Elmwood 2nd Floor Gym Expansion March 2020 Epic Upgrade Hancock Women’s Center (OHS Connect) St. Charles Med Psych Unit TGMC Periwatch OLHS St. Mary Outpatient Diagnostic and Lab Ochsner OBGYN Clinic – Lake Charles St. Charles Outpatient Diagnostic Center – Outpatient Rehab TGMC MyChart Virtual Visits OMC Baton Rouge Optimal Hospital April 2020 COVID-19 Surge TGMC Imaging Center May 2020 Dr. Shanableh Internal Medicine Lease OMC Jeff Hwy Concierge Clinic OLHS St. Mary Ambulatory Surgery Center Kenner Physician Associates (OHS Connect) TGMC CareHarmony June 2020 Epic Upgrade – Feb 2020 OLHS Kings Hwy ICU Expansion St Tammany Peri Watch OMC Kenner Gastroenterology Expansion Benson Cancer Center – BMT/Infusion July 2020 Ochsner St. Mary – Morgan City Baton Rouge South OMC Jeff Hwy – 14th Floor ICU OMC Jeff Hwy – 15th Floor ICU OMC Jeff Hwy – 16th Floor ICU Long Beach Family Medicine OLHS St. Vincent Primary Care

August 2020 Ochsner St. Mary OBGYN – Dr. Price Lakeshore Surgical (STHS Connect) Cardiology Institute Ochsner Internal Medicine – Dr. Sharp OLHS Primary Care – Fern Avenue Gonzales Therapy & Wellness Hammond Therapy & Wellness TGMC MyChart Bedside TGMC Bugsy TGMC ePreCheck Benson Cancer Center – Tansey Imaging Benson Cancer Center – Tansey Surgery September 2020 Prairieville Clinic Expansion Ochsner East Picayune – Phase 1 OLHS Psych on Jordan St. Tammany Possible Hospitalizations Project River Place IOP OMC Baton Rouge MOHS LHC North PACC Transitional Care Unit October 2020 Ochsner Community Health Center – Brees Family Foundation New Orleans East SMH General Surgery Lease SMH Podiatry Lease St. Tammany MyChart Bedside Our Community Health FQHC (OHS Connect) OMC Jeff Hwy Palliative Care Baptist Napoleon OBGYN Clinic Ochsner West Picayune – Dr. Lopez-Santini November 2020 Titus Hospital The Pediatric Clinic (Titus Connect) Northeast Texas Pediatrics (Titus Connect) OLHS Provenance Clinic Expansion OLHS St. Mary OBGYN South Wing Lake Terrace 3rd Floor Expansion OLHS Same Day Surgery TGMC Epic Rehab Module December 2020 Ochsner East Picayune Phase 2 - Dr. Riser Ochsner Kenner LSU Multi-Specialty Pelican Urgent Care – Picayune OLHS Partners in Wellness (OLHS Connect) 126 OLHS MP SICU and Ante/Postpartum

Partnerships & Implementation 2020: YEAR IN REVIEW

Lauren Milton joined our Partnerships team!

PHOTO Nicole Detillier joined our Implementation team!

Karen Watson joined our Partnerships team! Daniel Clinic (Ochsner Connect) utilizing social media to increase patient sign-up on MyChart! 127

Pharmacy Automation 2020: YEAR IN REVIEW

The Numbers

The Projects

Resolved 387 Incidents

5 Logistics Installations

Fulfilled 822 Requests

Pyxis Go Lives:

Manage 27 Pyxis facilities with 840 Medstations

St. Mary’s Place NS LTAC St. Mary

The Accomplishments

Titus Regional

Pyxis and Logistics Server Move to BTR

King’s Highway Phase 1 Expansion

COVID-19 Pyxis Expansion

BD Diversion Detection Installation

TGMC Pyxis IP Address Change

COVID-19 Pyxis Expansion 4 Pyxis Site Go Lives

Teambuilding & Employee Engagement

128

Population Health & Transitions of Care 2020: YEAR IN REVIEW

The Numbers

The Projects

33,035 Patients Loaded to Antibody Testing Registry

COVID-19 Nurse Triage Workflow COVID-19 @Home Testing Project

33,801 Healthcare Workers Loaded to COVID Vaccine Registry

Happy Together Lab Mapping for COVID Labs

724 LanDesk Requests Closed! 534 LanDesk Incidents Closed!

Payor Claims Project – Humana MA, TCA, TCC, United, and Ochsner Employee Plan live!

41 Custom SQL HEDIS Measures Built Network Quality Dashboard 241 Roster Management Runs Plurality of Care Attribution Roster 6,920,425 Roster Lines Processed Panel Achievement Dashboard 28 Outpatient Case Management Care Plans Created

The Accomplishments Two Successful Humana Outpatient Case Management Audits! MCIP Baseline Reporting for Four LDH Programs! Created the Inpatient Case Management Frontline Dashboard Proactive Ochsner Encounters live at all OH facilities! Unite Us rolled out to OPCM and C3 teams 3 New Payer Rosters - Humana TCC, STPSO and BCBS Blue Advantage Titus and St. Mary’s Go-Live

Optimized Outpatient Case Management workflows using Coordinated Care Management (CoCM) license! One of the first Epic organizations to pilot Humana Payer Platform Clinical Document Exchange, Realtime Pharmacy Benefits, and Combined File.

Population Health & Transitions of Care 2020: YEAR IN REVIEW

Teambuilding & Employee Engagement

PHOTO

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IS Success Stories 2020: YEAR IN REVIEW

Access: Virtual Visit Decision Trees 2020: Success Story Overview Decision trees play a crucial component of Ochsner’s scheduling workflows. Decision trees are used during a scheduling workflow to direct patients to schedule with appropriate providers based on the specialty and the patient’s reason for visit. Prior to Covid-19, most appointments in the organization were in-person appointments. When Covid-19 struck, a large portion of our in-office appointments were cancelled. Our patients still needed to receive care and were relying on us for options. The Access team immediately turned to virtual visits to provide patients a continuum of care without fear of exposure to Covid-19. Virtual visits are a secure video appointment with your provider that allows patients to conduct a traditional office visit electronically though their MyChart appt.

Details In March 2020, the Access team sprung to action and began developing a strategy to incorporate virtual visits in our scheduling workflows. Our strategy included a workflow for scheduling patients with the appropriate virtual visit appointment type: video, audio only, or video with an interpreter. The Access team would redesign and incorporate virtual visit options into our specialty decision trees, which only scheduled in-person appointments at that time. A decision tree modification typically requires multiple meetings and months of collaboration. The Access team worked closely with the Patient Experience and Access to Care teams to expedite the redesign process to a few weeks. Each specialty posed unique build challenges, but the Access team was able to innovate and provide solutions. The Access team completed the build to include virtual visit options for each specialty decision tree within weeks, providing specialties the workflows they needed to adapt and provide care virtually.

Accomplishments By the end of August 2020, the Access team completed the redesign and build of 50 specialty decision trees to include virtual visit appointment options. Virtual visit decision trees were also incorporated in scheduling workflows outside of specialty decision trees to ensure all patients were offered virtual visit appointments, when appropriate. The Access team’s dedicated hard-work and innovative workflows helped schedule and complete more than 140,000 virtual visit appointments in 2020.

Feedback “Thanks to the virtual visits, our patients have access to healthcare from the comfort and safety of their home. LEP and ASL patients, have access to healthcare from the comfort and safety of their home, just like all the other patients.” – Marta Hand, Language Services “The whole process of introducing virtual visits, working with all of the clinic leaders to build out their long-term strategies, incorporating into our decision trees...it has been a huge project for everyone involved. I’m super proud of what we’ve been able to accomplish in such a short amount of time. The fact that virtual visits will continue long after Covid-19 shows how successful this has been for our patients and our clinics.” – Kristen Tate, Access to Care

Business Productivity Tools Training 2020: Success Story Overview Business productivity software is defined as an application software that is used for producing business information such as documents, spreadsheets, presentations, digital images, videos, etc. If used correctly and efficiently it can increase an employee’s productivity leading to higher employee engagement. Having the right training at the right time is an integral part of that efficient use and software adoption.

Details Larissa Rachel and Emily Aucoin identified a need to implement training curriculums for Ochsner’s business productivity software. At the start of the year, there was a plan to a introduce curriculums for the Microsoft suite of products. The need to create these curriculums quickly escalated as Ochsner’s business offices moved to remote work. As part of the remote work solution, Operations made the decision to shorten the implementation timelines for Zoom and Microsoft Teams from four months to less than one month. Larissa and Emily partnered with the Telecom Team, Desktop Development Team, Zoom and Microsoft to provide education quickly and efficiently to the system. By partnering with the local Microsoft Store, we were able to offer twenty-seven Microsoft Teams instructor led virtual classes and helped keep their staff employed. In addition to coordinating the virtual instruction from the vendors, Larissa and Emily implemented a Business Productivity Tools Training site to act as a hub for educational documents, videos, eLearnings, etc. for various productivity software solutions.

Accomplishments  Launched Business Productivity Tools SharePoint site as an educational hub in March  Published nine curriculums: Forms, OneDrive, OneNote, Outlook, PowerPoint, Teams, Zoom, Zoom for Admins and Zoom for Instructors  Established monthly IS Learning articles published Ochweb beginning in June with 2583 views across all articles  Developed relationships with internal communications and OLI for inclusion in published education  Partnered with O2 Productions for monthly learning topics “Become a Video Conference Champ” and “Keys to Success for Leaders Using Teams”

Feedback No formal surveys were shared, but the positive response is displayed by the numbers of engagement:  1587 learners in instructor led virtual courses  1774 eLearning course completions in OLN  21093 Business Productivity site views

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Business Productivity Tools Training 2020: Success Story Launched March 2020

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Zoom & Teams Education

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Launched June 2020

Clin-Doc COVID-19 Response 2020: Success Story Overview As our entire system had to pivot their focus to the COVID-19 Pandemic, the Inpatient Clin-Doc team did as well in a tremendous effort to support our frontline clinicians and system as a whole in order to ensure that patients could continue to be cared for in the same ways prior to the pandemic.

Details Multiple departments were created, and a variety of departments were expanded in record time in order to accommodate the increased number and acuity of patients in the hospital. Along with these departments, devices such as ventilators and vital sign monitors were updated or created to allow for seamless integration of data into Epic. Other large projects were also part of our COVID-19 response, including allowing texting for friends and family members and the creation of Disaster Required Documentation. Additionally, Clin-Doc was in charge of reviewing any daily updates that Epic was putting out and making teams aware of new opportunities to streamline and improve care within the system.

Accomplishments Creation or updates to more than 1000 devices 205 New ICU Beds Created Multiple new departments created or changed in order to accommodate the increase in COVID-19 patients Creation of new workflow – Text Messages for friends and family for Admitted Patients Reduction in amount of documentation – Disaster Required Documentation Oversight of Ochsner’s initial COVID-19 response with updates to IS leaders

Feedback Highlighted in 2021 System Leadership meeting for tremendous work done in order to facilitate the COVID-19 response.

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Clin-Doc Rehab Module Implementation 2020: Success Story Overview With the new Rehab module, rehab and therapy documentation in Epic has taken a big step forward. This module provides rehab users with new and improved tools that are dedicated to helping your organization meet regulatory requirements for rehab-specific workflows.

Details The rehab module makes completing workflows for inpatient rehab facility patient assessment instruments (IRF-PAIs) which are created for medicare patients and are required for CMS reimbursement. Therapists don’t need calculators to track how many therapy minutes their patients need to meet CMS requirements. PPS coordinators can put away the paper IRF-PAI forms and can be completed in Epic. Coders can quickly ensure the case mix group (CMG) codes on patients’ claims match the codes on their IRF-PAIs.

Accomplishments Documentation can be completed in Epic, and we have gone live at Terrebonne and Titus on 11/8/2020.

Feedback Clinicians like it for the most part and are still learning how to use the new tools.

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Clin-Doc Texting Friends, Family about Admitted Patients 2020: Success Story Overview When a patient's family and friends can't visit, they can feel anxious and out of the loop as they wait for updates. Clinicians can now help the patient's companions plan their time and have some peace of mind by sending them notifications about the patient's progress through text message or email. This feature also saves clinicians time because they don't need to pause in their care of the patient to find and communicate with those who want to receive progress updates.

Details Nurses and Providers can free-text or select pre-configured message updates to send patient’s family or friends as text messages if they’re on the patient’s contacts list.

Accomplishments Allows our patient’s closest contacts to remain connected and informed during the COVID-19 pandemic when we have had to implement restrictions on visitors.

Feedback Well received by patients as well as clinicians – clinicians appreciated this so much that this was originally intended just for bedside nurses and has been expanded to providers and other groups.

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Clin-Doc Nursing Assignment Wizard 2020: Success Story

Overview The enhancements allow managers to automatically see their staffing schedules for kronos within Epic, and quickly add patients to the nurse’s treatment team and monitor workload.

Details The schedule allows leaders to plan for their units staffing up to 28 days in advance and uploads changes daily at 5:30 AM and 5:30 PM to give the users the most up to date information on their staff.

Accomplishments Live at Kenner and St. Bernard IP departments with system wide roll out early February 2021.

Feedback Nursing leaders love the new feature and integration within Epic.

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Clin-Doc Disaster Required Documentation 2020: Success Story

Overview In March of 2020 at the beginning of the COVID-19 Pandemic, nursing leadership identified a need to alleviate documentation requirements on Ochsner’s overwhelmed nursing staff.

Details The ClinDoc Team worked with nursing leadership to implement the reduced documentation requirements. The disaster required documentation has been configured in such a way that it can be easily enabled or disabled when the need is present, for example with COVID surges and hurricane season.

Accomplishments Implementation and development of the new disaster required documentation that can be utilized as determined by operational leadership.

Feedback Nurses are appreciative of the decreased burden of documentation in order to have more time to focus on direct patient care.

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Clin-Doc CRRT Calculator 2020: Success Story Overview Previously, calculations to manage CRRT machines were performed on paper. In addition, there were differences in practice between providers throughout the system. By utilizing the CRRT calculator, we have brought these calculations into Epic to reduce the amount of manual work and chance of error with these calculations. In doing so, we have also consolidated provider practices and now have a single, unified way of managing intake and output on CRRT patients.

Details The CRRT calculator functions on a flowsheet that nurses already utilize, allowing them to complete this workflow on a workspace they are already familiar with. Intake and Output values to be considered with CRRT are now consistent throughout the system, allowing for nurses to float to other hospitals with less confusion.

Accomplishments Development and implementation of the CRRT calculator with help from operations. Movement of these calculations from paper to Epic as well as consolidation of practice differences. Education of nurses on how to utilize these calculators.

Feedback Nurses were excited to be able to perform this documentation within Epic, allowing for some automation and reduction of effort in managing these patients.

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Clin-Doc Behavioral Health Strategic Priority 2020: Success Story

Overview New Behavioral Health Strategic Priority was created and owned by Clin-Doc team in order to unify the operational service line goals with IS goals.

Details Have an interdisciplinary team representing all of the areas of Behavioral Health throughout the Ochsner system and are meeting together monthly to find IT solutions to provide a better patient experience and provide our clinicians with the best tools available.

Accomplishments Creation of the behavioral health dashboard to effectively monitor restraint compliance, falls, suicide precaution, and monitoring clinical trials. Implementation of postpartum depression screenings on well child visits for mothers.

Feedback Service line leaders appreciate the unified approach and new focus on the behavioral health service line.

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Data Integration & Asset Teams Donate 10 Laptops 2020: Success Story Overview Ochsner donated 10 laptops to the New Orleans St. Vincent de Paul Adult Learning Center in October 2020.

Details Charlie Luther, from the Data Integration team, remembered Ochsner offered a Laptop Donation Service when his friend Matt indicated he had a need. Matt is an English professor at Tulane and volunteers at St. Vincent de Paul helping adults get ready to take their HISET exam (Louisiana’s GEDequivalent). Charlie reached out to Steve Leblond and he approved. Steve asked Kevan Simms and Greg Barnes to make it happen. Greg reached out to the Asset Management Team to prepare the donation. Stephen Evans setup the laptops and made them ready for delivery.

Accomplishments

Sister Mary Sartor uses a laptop to guide Bobby through the writing process with a You-Tube video.

Sister Marsha Tierney uses computer to check Kent’s work on HiSET Academy and register students to take HiSET tests with Educational Testing Services.

Lizzy uses her laptop to do HiSET Academy lessons at school and home.

Sister Marsha assists Marilyn while she does a fraction review on the laptop computer.

Feedback FROM: Sister Mary Bonita Sniegowski, S.N.D., Director Adult education is a great need in the city of New Orleans. At our Adult Learning Center, we normally work with 50-60 students a year, but because of COVID-19 restrictions, we are currently teaching only 12-15 students. Some will persevere and stay with the program for one to two years in order to complete the necessary study for obtaining a GED, or high school equivalency diploma. Others, for various reasons, will stop coming, but we believe that even a few months at the Center can help individuals improve their skills. We use various methods of instruction to prepare the students to take the HiSET (High School Equivalency Test): individual tutoring, small group classes, and computer-based lessons. We have purchased an on-line program, HiSET Academy, which students can even access from home. Since the HiSET test is taken on computer, we encourage students to learn keyboarding and other computer skills. Being familiar with computers is an urgent need for all our students. How grateful we are for your generous donation of ten laptop computers. They are welcome gifts that are being used by teachers and students. Know that your donation is a tremendous benefit to our program. 142

IS Security Immunity to Ryuk 2020: Success Story

Overview Ryuk ransomware was responsible for one third of all cybersecurity incidents in 2020 totaling costs of 4.4 billion in damages according to helpnetsecurity magazine. Among the organizations victimized by Ryuk campaigns were; the City of New Orleans, Louisiana School Districts, La OMV, as well as large scale attacks aimed at the American Health Care Sector.

Details Ochsner’s commitment to; standardization of vulnerability and patch management programs and IS Security resources and tools, enabled the organization to be immune to Ryuk attacks in 2020.  Dedicated vulnerability and patch management program tracking progress and compliance  Best in breed tools deployed to all Ochsner systems enabling quick detection and remediation of security alerts  Innovative and Industry leading approach deployed and operationalized to stop phishing campaigns; Ryuk’s number one entry point  Continued investment in staff and training creating the skills and experience necessary to combat threats in 2020

Accomplishments All of the below enabled immunity to Ryuk: Risk Score lowered by 49.4% Malicious phishing emails blocked by ongoing filter tuning 472,678 Patch Compliance 98.35% Inspection of encrypted SSL traffic (a previous blind spot) Migration to Trustwave Fusion for better security alert correlation EDR improvements enabled ransomware protection and correlation from the endpoint to the edge

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IS Service Desk Convert to Remote 2020: Success Story

Overview Migrated all Service Desk employees from an office environment to working remotely while still providing best in class service.

Details    

Reconfigured existing equipment for employees to use from home. Developed processes and training to onboard Service Desk employees remotely. Expanded training to other teams to do the same. Provided Train the Trainer courses to other Call Centers so they could onboard and migrate employees remotely.

Accomplishments    

Provided same level of excellent Customer Service while working remotely. Continued to fulfill Ochsner core values by putting Patients First and displaying Compassion. Sustained level of competency with 23 inservices for Service Desk employees. Teamwork - Team Engagement – shared information through new Teams channels – News and Info for keeping everyone informed, Water Cooler for social interaction.  Fulfilled state mandates of Social Distancing while still providing great patient care.

Feedback Team Members appreciated the opportunity to work remotely to balance new home responsibilities such as becoming overnight teachers and caregivers for family.

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IS Service Desk Convert to Remote 2020: Success Story

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IS Service Desk Expanded 2020: Success Story Overview In response to transitioning from working in an office environment to working remotely due to COVID-19 work from home responsibilities, expanded Service Desk staffing by training team members from other groups to assist with the overflow of calls to the Service Desk.

Details  Set up quick access to onboard and offboard people to assist with Service Desk responsibilities.  Ramped up staffing quickly through accelerated training, 24 hours onboarding, due to increased calls.  Organized scheduling of entire group to ensure complete coverage.  Repurposed work responsibilities of team members from other teams.  Quantity of calls increased to over 1000+ per day in the beginning of the pandemic.

Accomplishments    

Organized training for 24 employees to assist the Service Desk. Able to successfully transition more people from working in an office environment to remote. Ability to provide same level of excellent customer service with this additional help. Non-Service Desk employees increased skills that could aid them in the workforce at a future time.

Feedback  Added skills to Toolbox of other team members.  Service Desk employees appreciated the help immensely.

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IS Service Desk Expanded 2020: Success Story

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NOC Systemwide Transition to Remote 2020: Success Story Overview Facilitated systemwide transition to remote workers by helping users to set up computers, ensuring connectivity to Ochsner’s network. Transition from onsite to remote workers due to COVID-19 response.

Details Facilitated work from home from COVID response for users across system.  Helped systemwide users transition to work from home using VPN.  Helped users to set up their computers to function from remote locations.  Helped users to do secondary authentication.

Accomplishments  Remotely walked users systemwide through initial set up of hardware - monitors, docking stations, computers.  Through Teamwork and Integrity, facilitated proper set up for customers from varying levels of experience and knowledge.  Connectivity - Recognized that many people needed help from Step One - must have connectivity to home network to be able to log into Ochsner’s network.

Feedback Many employees expressed gratitude for the help and patience of NOC team in assisting them. Systemwide, users function at same level of excellence while doing remote work, due largely to assistance from the NOC in setting up and monitoring networks.

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INFORMATION SERVICES 2020: YEAR IN REVIEW

Ochsner IS 2020 Year End Review

Articles inside

Clin Doc CRRT Calculator

IS Service Desk Expanded