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August 2020 ‘Next chapter’ newsletter


ATE: Stands for at-the-elbow support; these are Super
Users who are working out of staffing to help support
Epic users during the go-live.

GLRA: Go-Live Readiness Assessments are global
evaluations of all factors contributing to go-live in
preparation for the implementation of Epic software.
This includes examination of planning, hardware, system
build and end-user training.

Providers: MDs, DOs, CRNAs, nurse practitioners and
physician assistants who are members of the Ballad
Health medical staff.

Provider Personalization Labs cover:
• Creating and saving user versions of order sets
• Creating SmartBlocks (macros)
• Favoriting orders and creating order panels

• Importing, saving, modifying and creating
SmartPhrases (templates)
• These tools will help providers become more
efficient in using Epic from the very beginning.
• Providers who adopt these tools will continue
to optimize their Epic experience and improve
their clinical workflow process.
• Attending a Personalization Lab is required for
access to Epic at go-live.

Thrive After Live: Online learning sessions lasting 60-
90 minutes. After going live with Epic, users can learn
tips and tricks and take a deeper dive into the Epic
experience to become more efficient in the system. You
can register for Thrive sessions, held Aug. 10 – Sept. 17,
in HealthStream.

Progress notes

The Provider Readiness Team (PRT) reviewed the Provider
Order Entry, Problem List Management, Provider Focus
Decision Support, Admission and Discharge Medication
Reconciliation and E-Prescribe high-risk workflows at the
July and August meetings. Provider Readiness reported
green at the 60-Day Go-Live Readiness Assessment
(GLRA). Specialist Trainers (STs) train-the-trainer classes
were completed successfully in June and July.
The Epic training team assigned courses and e-Learnings
in HealthStream for providers. Registration is ongoing.
Important upcoming dates:
• July 27 – Sept. 18: Epic Provider Training
• Aug. 11: Clinical Readiness Day (1-5 p.m.)
• Sept. 18-29: Provider Personalization Labs
Epic is a highly-customizable system that supports each
provider’s daily practice patterns. Providers who attend
the Personalization Lab will learn how to customize order
favorites, write custom notes and create other preferences
that match their professional practice and streamline their
clinical workflow processes. Personalization Labs also
help providers install mobile applications on their personal
Medical staff members who are not employed by Ballad
Health and have never accessed HealthStream, please see
this tip sheet for registration help. You can also visit our
new website,, and go here to find the
link for logging in and using HealthStream.
If you are a member of Ballad Health’s medical staff
and need help getting registered and/or logged in to
HealthStream, please call 423-975-7090 or click here for
the “HealthStream Access for Providers” tip sheet.

ARC insights

In this edition of ‘Next chapter,’ we highlight the registration items that are key to a healthy revenue cycle.
• Obtain and scan insurance card
and photo ID
• Verify demographics
Clinical documentation Clinical documentation Check out
• Document place of injury
• Offer financial counseling
• Verify coverage
• Collect copay

Epic veteran updates

Order set alignment is complete with 98% of the aligned order sets in production. All changes to Soarian, Allscripts and
Epic are frozen until after go-live unless there is an issue involving one of the following:
• Patient safety
• Regulatory requirement
• Significant financial impact

Vital signs

• The Clinical Readiness Team (CRT) reviewed the Blood
Transfusion Documentation, Nursing Documentation
Timeliness and Barcode Medication Administration
Scanning high-risk workflows during the July meetings.
• Preference card build status: Building continues with
weekly milestones set for team members; goal remains
to have all preference cards built and reviewed by end
of August.
• New devices have been delivered to Dickenson
Community Hospital, Franklin Woods Community
Hospital, Johnson County Community Hospital,
Niswonger Children’s Hospital, Norton Community
Hospital, Russell County Hospital, Smyth County
Community Hospital and Woodridge Hospital;
deployment is in progress at Johnson City Medical
Center and Sycamore Shoals Hospital.
• Important upcoming dates:
• Aug. 10: Shadow Charting in Surgical and Imaging
Services begins
• Aug. 10: End user training begins
• Aug. 11: Clinical Readiness Day (1-5 p.m.)
• Aug. 28: Surgical Appointments and Orders Cutover

All aboard!

Epic training for Ballad Health’s Oct. 1, 2020, go-live
kicked off across the system on July 27. Ballad Health’s
Epic training team cannot thank everyone enough for
their positive attitudes and genuine interest in the success
of the Epic initiative.
As of July 27, Ballad Health leaders had registered 83% of
team members and 49% of the Ballad Health physicians/
APPs for Epic training.
Ballad Health Epic learners’ keys to success:
• Remember, course materials are available in
HealthStream prior to coming to class. Please print
your course materials and bring them to class for
note-taking and/or reference.
• Complete e-Learnings prior to coming to class.
• If you’re registered for a class, but life happens or
you experience a career change, please
“UNREGISTER” for it in HealthStream. This will free
up available training seats for others.
• If you are registered for a class but do not attend,
the trainer will email your manager to notify them of
your absence and the process of rescheduling.
• During training, you will learn how to access Epic
and get the opportunity to log in so your access can
be validated.
• Everyone who attends training must earn an 80%
or higher on their training post-test before leaving
the classroom.
Important dates:
• July 27 – Sept. 29: Epic training
• Oct. 1: Go-live
Thrive After Live: Online learning sessions lasting 60-
90 minutes. After going live with Epic, users can learn
tips and tricks and take a deeper dive into the Epic
experience to become more efficient in the system. You
can register for Thrive sessions, held Aug. 10 – Sept. 17, in
Here are the course names for your reference:
Epic Ambulatory Thrive After Live – In Basket & Chart
Epic Ambulatory Thrive After Live – Ordering & Schedule
Epic Ambulatory Thrive After Live – Documentation, Plan,
& Wrap Up
Epic Cadence Thrive After Live – Minors and Medicaid,
Work Lists, Frequently Asked Questions
Epic Cadence Thrive After Live – Scheduling Procedures
& Work Queues
Epic Ambulatory & Cadence Thrive After Live –
Reconciling Medications, Allergies and Problems,
Referral Workflows, and MyChart
For questions about Epic training, email epictraining@ or call 423-975-7090.

Super Users’ spot

By now, Super Users should have completed the Epic
Super User Orientation (e-Learning) in HealthStream
and either attended their first role-specific class or
be registered for their first role-specific class. It is
recommended that Super Users have the option to attend
their role-specific class twice (early in the training cycle
and again just before the October go-live). All Super
Users supporting the go-live between Oct. 1-14 should
be practicing documentation and answering activity
questions in the Epic Playground so they can be prepared
to share information during go-live.
During these two weeks of ATE (at-the-elbow) support,
team members who are scheduled to work as Epic
Super Users will be asked to wear a blue vest; this will
help other team members easily identify them as a
Super User. Designated Super Users will report to a predetermined
location at the facility they are supporting.
When they report in for their shift, they will be given
important updates to share with frontline Epic users prior
to rounding within their assigned areas. Before leaving
at the end of a shift, Super Users will share important
information related to any issues, modifications and/or
educational opportunities that were encountered during
the shift.

Epic fun fact

Epic Launches Platform for Research and Collaboration
Epic Health Research Network is a journal for the 21st century,
designed for rapid sharing of knowledge with researchers, healthcare
professionals, and learners to help solve medical problems.
Electronic health record data collected over decades, spanning millions
of patients, could provide clues to help solve medical problems.
Epic invites others to contribute as well, from health systems and higher
learning institutions to government agencies.
For questions or ideas, visit or contact

Epic expose

Ballad Health Epic Hardware
Readiness Team
Q: What was the purpose of installing the Windows 10
update on Ballad Health devices?
A: The deployment of Windows 10-ready devices across
the enterprise occurred because Microsoft no longer
provides support for Windows 7 devices in the form of
security patches/upgrades. By moving to the Windows 10
operating system, Ballad Health has significantly reduced
its overall risk profile.
Q: Who was involved in this process?
A: The entire IT organization played an integral role in the
success of the Epic Hardware Readiness project. Everyone
from IT engineers to analysts to Service Desk agents
contributed to the effort that resulted in a successful Epic
ambulatory go-live on June 1. These same team members
have put in the work for a successful Epic Technical Dress
Rehearsal, to be followed by a successful Epic go-live on
Oct. 1.
Q: What are some of the major activities/
accomplishments related to the Epic Hardware
Readiness effort?
A: To date:
-Deployed approximately 10,000 Windows 10-ready
devices to 76 ambulatory sites (before consolidation)
and nine acute facilities (including JCMC), bringing
them onto the Windows 10 operating system.
-Migrated over 5,000 team member accounts from
legacy domains to new Ballad Health domain.
-Successfully performed Epic TDR for ambulatory sites.
-Closed all but five tickets related to June 1 ambulatory
go-live. Tickets that remain open are due to decision
not to spend money on Allscripts upgrades.
-Established and manned the Epic ambulatory
go-live command center, closing in a record 10 days
when planned for 15.
-Contributed to a successful ambulatory go-live on
June 1.
-Conducting Epic pre-TDR at all acute sites to better
position Ballad Health for successful Epic TDR and
Epic go-live on Oct. 1.
-Successfully opened three new training locations in
preparation for the Epic go-lives.
-Closed approximately 7,891 total tickets related to the
Epic Hardware Readiness effort.
-Executing a plan to close remaining 302 tickets (4%
of overall ticket total) that is producing positive results
-Deployment of thousands more devices to legacy WHS
ambulatory and acute sites (Sept. 2020 – Jan. 2021) as
well as corporate departments (Feb. – March 2021).
-Migration of thousands more team members to new
Ballad Health domain.
Q: What was involved in preparing the devices for
Windows 10?
A: IT had to create a new Ballad Health image that would
run the Windows 10 operating system. Once created,
the image was installed on the devices, readying them
for deployment. This image is unique to our newlyconsolidated
system as it replaces both the legacy MSHA
and WHS images, which will eventually give all Ballad
Health team members the same image (look and feel) for
their devices.
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Contact Us. We’re Listening.

Contact Us. We’re Listening.