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Make midstream project changes a walk on the beach: The change control process

06.20.17

Some days, social media seems nothing more than a blur of easily forgettable memes. Yet certain memes keep reappearing to the point where we have no choice but to remember them. Remember the one that displays various images of oceans or forests or mountains with the words “Relax. Nothing Is Under Control”? I do.

Wise words, if you’re on vacation and actually relaxing near an ocean, forest, or mountain. Yet they don’t necessarily apply to the day-to-day world of IT administration and management, particularly when undergoing a system implementation or upgrade. IT directors and staff must have at least some control. One of the best ways to do that, and keep IT chaos at bay, is to apply the change control process.

The Core of Change Control
Before we go any further, let’s clarify one thing: Change control is not change management, the general management of change and development within an organization. Change control refers to the systematic approach of handling midstream changes made during the course of an organization’s project, such as during a new system implementation.

In the world of local government, midstream IT project changes occur both suddenly and regularly due to a variety of factors, including new regulations, modifications to project scope, schedule, budget, and funding. Because many government departments use integrated systems to share data, these changes can have unintended downstream effects, including decreased productivity and revenue, and increased frustration and cost — especially if other departments within the organization don’t know what is going on.

At its core, change control helps you communicate and make decisions to avoid midstream project changes being made in a “vacuum.” It also helps ensure approval from all departments affected by the changes.

When to Use the Change Control Process
There are many types of changes that require change control. These include:

  • Billing changes
  • Mandate changes
  • Operational changes
  • Compliance changes
  • System interface changes
  • Quality assurance changes
  • Changes dictated by grants
  • Revenue management changes
  • Electronic Data Interchange (EDI) changes
  • Changes dictated by external agency requests
  • Electronic Health Records (EHR) or Electronic Resource Planning (ERP) program changes

You can also create an expedited process for time-sensitive changes, based on your organization’s unique needs.

How to Use the Change Control Process
The change control process generally consists of three phases:

Change Request: An individual who wants to make a change to an ongoing project completes a Change Control Request Form. The individual should provide the following information to their supervisor or director, who then determines whether or not to consider the change:

  • The due date of the requested change
  • The affected business lead, if known
  • The description of the requested change
  • The justification/benefit of the requested change
  • The impact of not implementing the requested change
  • Individual(s) who need to be notified and/or trained

Change Response: The CCB informs the requestor of its decision. If the request is approved, the requestor completes a Change Control Implementation Plan. Next, the requestor submits the completed Change Implementation Plan to their supervisor or director for review. Once the supervisor or director approves the Change Control Implementation Plan, they email the approval to both the requestor and a representative of the CCB.

Change Review: If the supervisor approves the change, a governing entity (the Change Control Board, or CCB) reviews the Change Control Request Form. The CCB either approves or declines the proposed change.

The Benefits of Change Control
The benefits of change control are many. Change control:

  • Ensures that midstream changes to IT systems and operations are vetted by all stakeholders
  • Provides opportunities for ongoing business process improvement and staff development
  • Improves training and communication
  • Helps avoid unnecessary changes that can disrupt services
  • Improves resource efficiency

Ultimately, each midstream project change — especially an IT project change — is a bit of a journey. With the change control process, the journey can feel more like a walk on the beach. This blog provides a simple summary of the process, as there are many other things to consider when implementing. But relax: It’s all under control!

Related Professionals

BerryDunn experts and consultants

Read this if your organization is considering replacing or implementing a new EHR system. 

Have you ever been on a vacation with a group of friends or relatives, whether it was a camp outing at the nearest lake, a trip to an amusement park, or a visit to another country? There's one thing that can make or break a trip: communication. If you had good sound communication with your travel companions, it probably enhanced the enjoyment of the vacation. Nonexistent, poor communication more than likely contributed to an experience you won't want to repeat. The same dynamic is present in any workplace project involving other humans.  

According to research by Salesforce, which included employees, corporate executives, and educators, 86% felt that ineffective communication was the underlying reason for workplace failure. A study performed by the Economist Intelligence Unit identified that poor communication results in 25% of missed goals and 44% of failure to complete projects. By contrast a poll by Expert Market showed that when employees are offered better communication, productivity can increase by up to 30%.  

If your organization is in the process of a large-scale project, such as replacing or implementing an electronic health record (EHR) system in the near future, success will depend on having a sound communication plan in effect before, during, and after the implementation. Fortunately, effective communication is not a difficult task to achieve. Based on our experience helping organizations implement EHR systems nationwide, our team has developed five simple communication steps for successful implementations. 

 1. Reach the right audience 

Determine who will be affected by an EHR system. Remember, it is not just providers and caregivers. Make certain that all affected staff (e.g., IT, schedulers, administrative) and providers are discovered, and determine how the daily workflow will be changed.  

2. Develop a thoughtful communication plan

A communication plan is essentially a well-thought-out guidebook for the implementation team to follow, to spread the message of change. A proper communication plan sets forth the process of updating and educating on the coming changes, requests for needs, reporting of issues, training, and delivering the right messages to the masses that change is happening. (e.g., A provider would not need to know the billing and accounts receivable data, nor would a scheduler need to know the nursing data). 

3. Have a dedicated resource for communication

It is essential to know who will be communicating the change and how that communication should be spread throughout your organization. An organization may have a dedicated change manager who orchestrates the progression of all communications, or this task could be dedicated to a group with shared duties. Regardless, the task remains the same: effectively communicate the changes coming.  

4. Frequently re-evaluate and restructure the communications 

Not all communications work the same. Know your staff and their preferences for receiving their communications. Providers may need a messaging system of notification, nurses may prefer an email, but finance may need a memo. It is also important to re-evaluate frequently how well the communications are getting to the target audience. What may have worked before may not be working now, and the organization needs to consistently re-invent their communications to make sure the message of change is being heard and understood.  

5. Hold periodic implementation discussions 

The dedicated change manager(s) should be given an opportunity to briefly discuss changes coming with members of the organization who may be impacted by the change. This may mean one-on-one discussions, group meetings, or during an operations or full staff meeting. A two-way approach to communication will help to disseminate important information and ensure transparency by inviting feedback and questions.  

BerryDunn’s team of consultants is happy to assist you with creating a Request for Proposal, selecting the right EHR vendor for your organization, and developing communication, change management, and project management for system implementation projects. Learn more about our team and services.  

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