Choosing a new software system for your LTC organization is a daunting task. But the implementation can be an even bigger challenge. Here are ten keys to making this major transition as smooth as possible.

1.       Plan carefully. Once you've selected the software system that is right for you, planning the implementation is the most important next step. Your software vendor should provide a documented plan, as well as a point person to provide guidance, oversight and assistance throughout the process. The plan should include detailed information about what your vendor will do and what is expected of your organization to get the new system up and running. It should also include a mutually acceptable timeline for each step in the transition, including process review, training, system setup, data conversions and a go-live date.

2.       Empower team leaders. A software implementation project is complex and requires diligent internal oversight. Select team leaders who can help plan the training and implementation for their specific areas of operation, and determine how, when and by whom these activities will be carried out. With your team leaders working together, you can prevent miscommunication between disciplines that could negatively impact the implementation process. This will also provide the end users with a knowledgeable resource that can provide answers to their questions and resolve issues.

3.       Be open to change.  Assess the policies and procedures in place in your organization to see how your day-to-day operations will work with the new system. It may be necessary to make changes to your established routines in order to best utilize the new software and take advantage of the efficiencies you hope to gain.

4.       Get staff buy-in. It is important for the end users of the software to be on-board with the change in software as early in the process as possible.  Explain the benefits that you expect to attain and how the new software will make them possible.

5.       Ensure your staff is prepared. It is quite possible that some of your staff, while being well-qualified for their jobs, may be unfamiliar with using computers. Be sure to find out the level of computer experience for each staff member that will be expected to use the new system and provide additional training on basic computer skills where necessary.

6.       Ensure your hardware meets specifications. Nothing hinders the implementation of new software quicker than technical difficulties. Make sure that your hardware and operating system meet the vendor's specifications. If you plan to use a wireless network, it is best to have it installed, tested and in use well in advance of the software implementation. Lack of hardware preparedness will delay  implementation and affect staff buy-in of the new system.

7.       Create "super-users." As you begin the implementation process, identify software users among your staff who are most comfortable with computers, with the new software, and with change in general. Recruit them to be "cheerleaders" for the new system and to help their co-workers adjust to it and any other changes that may be occurring. You may even want to provide them with advanced training so they can act as an additional resource to the other users and assist your team leaders.

8.       Don't skimp on training. It is critical for all end users of the software to be properly trained in order for them to feel comfortable and help minimize any resistance to change.  Carefully consider the most effective way to provide your staff with initial, as well as on-going training. Understand that some users may need refresher training in certain areas once they get the basics down. It is also important to provide proper training for new hires who join your organization after the initial implementation. Users must be knowledgeable and confident in the features and functions in the software in order for your organization to realize the full benefits.  

9.        Be sure your expectations are realistic. Have a clear understanding of exactly what benefits you expect to gain from your new system and the amount of time it may take to get there. In addition, expect problems to arise, despite careful planning, and be prepared to address them. Be sure you have resources available to handle technical issues with your hardware or connectivity. Coach your team leaders in dealing with internal issues with your staff and their acceptance of new or revised policies and procedures. Talk to your software vendor to determine the best way to address problems with the software itself.

10.    Listen to the frontline users. The people who are using the software every day are your best resource for measuring the success of the software implementation. Encourage them to provide feedback and be open to their suggestions for ways to improve operation processes related to the software. Pay close attention to any complaints to effectively determine whether there is a problem with the software, or if the issue could be resolved with additional training, or a more complete discussion of how things work and why.

The common thread among all of these keys is communication. The more people understand, the easier it will be to get everyone, from your most senior executives down to your CNAs, working together to execute a smooth transition and take advantage of all your new software has to offer.

MDI Achieve provides software solutions to the eldercare industry. For more information, call (866) 469-3766 or go to www.mdiachieve.com