Consult and RTC requests in VSE are based upon the orders that providers enter in CPRS

Presentation on theme: "VistA Scheduling Enhancements (VSE)"— Presentation transcript:

1 VistA Scheduling Enhancements (VSE)
Note to Instructor: Have you filled in the Teach Back Names and Assignments for Day 1, 2, and 3 (all three days in Day 1, Day 2 in Day 2, Day 3 in Day 3 and Day 4 in Day 4) Have you uploaded the presentation in Lync? Are the polling questions added to Lync? Is the Whiteboard pre-configured with prompts? Are you prepared for the initial Icebreaker? Do you know how to use Skype to share yourself with participants visually for the first 5 minutes? Can you stop sharing without shutting down? Is your resolution set to 1024x768? Is your taskbar hidden? REMEMBER: When demoing Simulations, press your F11 key to go full screen. Remember to press F11 when you return to the presentation. Super User Training – Day One Course Welcome

2 Welcome to Super User Virtual Training
Introductions Welcome to Super User Virtual Training The Training Team <Name> Virtual Trainer Facilitator Participants Use SKYPE to say hello to everyone and everyone do the same as participants are entering the session. Instructor says: Let’s kick things off with an icebreaker activity Activity: Icebreaker Time: 5-10 minutes Instructions: As participants get seated, ask them to think about, “In 10 words or less, why did you join the VA?” Remind participants to keep response short. Make sure to lead off the introductions with your sample response, so participants understand how to respond. Sample Introductions (aka Tweets):  Wasn’t making difference in previous job. I am a Veteran (family member is a Veteran) and want to continue helping veterans. VA is where I can make a difference #ProudtoServe Instructor says: Hopefully, I got to meet you as you came in, but again, my name is [instructor name]. I will be delivering the training today and my ten words are [reason for joining VA]. Please meet [facilitator name]. He/She will be assisting us with logistics and in-class assignments today. Ask facilitator to provide reason and years with VA. Ask participants to share their names, reason, and number of years with the VA. Transition: Now that we know a little more about each other and have insight into what brought each of us to VA, let’s look at what has brought us together today.

3 Lync Meeting Functions
In case someone is not familiar with Lync Meeting ….. ASK QUESTIONS: Select IM and type your questions in anytime during the webinar. No question is too small….please ask any that crop up for you. Transition: If everyone feels comfortable with Lync, let’s talk about what brings us together today.

4 Purpose Success of the VistA Scheduling Enhancements (VSE) initiative has agency-wide importance as well as a direct impact on our Veterans Train the Trainers (TTT) provides you the skills and knowledge to support the VSE user community VA is relying on your expertise and support to ensure the success of VSE and promote effective usage to end-users The VistA software enhancements are the first step in moving forward to assist our Veterans with addressing the immediate need to manage scheduling clinics and providers more efficiently and effectively. VSE is one piece of improving the scheduling experience. VistA scheduling enhancements are: A standard tool for viewing and scheduling grouped clinics and/or providers A graphical user interface (GUI) with simpler navigation Improved business processes and scheduling efficiency Improved visibility across clinics Consolidated information from multiple appointment request sources The success of VSE is important for both the Veterans and VA. Policy is not changing. Only keystrokes. Super Users, such as yourself, are critical to the success of VSE and the improvement of access for the Veterans. This Super User Virtual Training provides both the skills and knowledge to train you on VSE and support you in training the schedulers and supervisors at your site. You not only will be learning the new enhancements during the next 4 days, but also learning how to effectively train the users at your facility. And you will also be the onsite resource for the users as they learn the VSE functionality. Transition: Let’s talk about the next 4 days.

5 Agenda Day 1 We provide a class overview, explain how a course within a course works, introduce you to VSE, focus on the Tasks tab and load you up with good tools to help you prepare to train Day 2 We cover managing requests and appointments in VSE and delve into how to deliver training including Teach Backs Day 3 We continue learning about managing requests and appointments in VSE and talk about what is needed to follow-up with participants after training, Teach Backs included Day 4 We learn about the supervisor tasks in the Systems and Reports tabs in VSE and finish up with our last Teach Backs We will be meeting 3.5 hours a day for the next 4 days. Not only will you learn about the VistA Scheduling Enhancements and how to use them, but you will also learn how to effectively train the users at your facility. We will show you the tools available and how to use them. We will talk about adult learning and tips on training. You will learn about effective training delivery and how to engage your audience. You will also get practical training experience through teach backs. Teach backs allow you to practice presenting to your peers. Their feedback will help you develop as a trainer. Review each day on the slide. Transition: What will we be learning during the next 4 days?

6 Day 1 Objectives Describe VSE purpose and benefits
Access and navigate VSE Explain the Tasks tab usage Create requests Manage existing requests Make appointments Manage scheduled appointments Conduct scheduling tasks following scheduling policy and business rules Use the System tab to manage users and clinic groups Use the Reports tab to produce data from VSE Prepare for VSE End User Training Deliver VSE End User Training Follow up on VSE End User Training Don’t worry, we are not covering everything shown here today. These are the objectives for the entire Super User virtual training over the 4 days. As you can see, we will cover a lot of information. As Super Users, at the end of this training you will be able to prepare for, deliver, and follow up on the VSE End User Training. You will be able to describe VSE purpose and benefits, access and navigate VSE, explain the Tasks tab, create new requests and manage existing requests, make and manage appointments, and conduct these scheduling tasks following scheduling policy and business rules. You will also be able to perform administrative functions in the system and Reports tabs. You will be provided with all of the information to become a VSE Expert! You will be prepared to be the facility resource as well as the trainer. Today we will cover the following objectives: Describe VSE purpose and benefits Access and navigate VSE Explain how the information available on the Tasks tab is used, and Prepare for VSE End User Training Transition: Let’s get right to it! But first let’s take a minute and be clear about exactly what are the responsibilities of a Super User?

7 Super User Role Super Users have many facets to their role. First, they are an expert in VSE. Don’t worry if you aren’t yet. You will be before the end of day 4! You will receive all the information you need to understand how to schedule successfully and the opportunities to practice these new skills with simulations. This knowledge is the foundation for being the on-site resource and also the trainer of the end users. Communication is another large part of being a Super User. The Super User keeps in touch with the trainees and the facility POC. Without good communication, training will not be a success. And, of course, the training of the schedulers and supervisors at your facility is a large component of being a Super User. While we are talking about roles, let’s just talk a little about the roles of the Schedulers and Supervisors, how they overlap, and how they differ. Schedulers can: Find appointments Make appointments View clinic/provider schedules View appointment schedules View requests from different sources While Supervisors also perform all of the Scheduler functions, they also: Manage clinic groups Edit user privileges View and export reports Transition: What if you have never trained before?

8 Course within a Course Format
Train the Trainer You will actually learn how to train as you are learning VSE. This Super User Virtual Training is a Train-the-Trainer course. It is designed as a course within a course. I am going to teach you VSE using the VSE End User Training materials you will use to train the end user. That way you can learn how we recommend training this material while you are learning it. You can become comfortable with the content as you learn. You will see me present it and can begin to visualize how you will use it at your facility. Transition: Let’s look at how each of you can get the most from this training.

9 Virtual Classroom Ground Rules
How to Gain the Most Knowledge from Your Virtual Training: Be on time Early is even better Return from breaks promptly Have your materials VSE Super User Training participant guide VSE End User Training Simulation Guide Minimize disruptions for everyone Area without interruptions for attending Cell phones off Audio on mute Don’t place phone on hold Ask questions via Chat in Lync We will be providing a lot of information in these classes but it is your responsibility to learn it. It is important that you are here and ready when class begins. We will be starting on time so you need to be a few minutes early to ensure you are ready when it starts, initially, and following breaks. Find a place to attend where you will not have many interruptions and distractions. Turn off your cell phone if possible but, at the very least, silence it. If there is a phone near where you are attending class, turn off the ringer. However you are listening to the session, mute your line. And if you are listening by phone, be certain not to place the call on hold. Hold music or advertisements are very hard to hear over. Questions are welcome via Chat in Lync anytime. If there are questions that we can’t answer on the spot we will park them in the Parking Lot and find an answer later. Every question will get answered. So that’s about it for the virtual classroom ground rules. Any questions? Transition: Next we will look at the materials you will be using for this training.

10 Materials Introduction
Note to Instructor: This is a good place to take the participants into VA Pulse and demo how to download and print the VSE End User IG in NOTES FORMAT, the Simulation Guide and the Super User Competency Checklist.  If the SUs start annotating their Instructor Notes now, before you start training the End User materials it helps them prepare for their Teach Back while you are training.  Also, the Site Visitors are saying they often, on site, have no way to print out the materials so it is important that the Super Users arrive with their IG, Simulation Guide, Super User Competencies Assessment, and Hands-On Demonstration Checklist all printed out. There are lots of materials available for you to use for both learning VSE and to provide the end user training at your facility. First, there is a Facilitation Kit that hopefully you are already very familiar with. I assume you have been using the weekly checklists starting eight weeks prior to training delivery. And these continue through to end users using VSE in production. These checklists cover preparation, delivery, and follow up activities. There is also the VSE End User Training Instructor Guide and PowerPoint presentation that you will use to guide end users during the training. Narrative notes are provided at the bottom of the slide in the Notes Page View that you will customize to your style and your facility. And is what you will use for your presentation in front of the class also. You will see a shorter version of the notes included on the slide that is projected to help you with your presentation. Simulations are a great way for you to learn how to perform procedures in VSE and for the participants in your classes also. The Simulation Scenario Instructor Notes includes all of the simulations. Each simulation is annotated with notes about what you, as the instructor, will want to point out during the step through. It helps you learn the simulation procedures and makes it easy to train your end users how to perform them. Quick Reference Sheets are another tool for you to help with training. They too, are part of the Facilitation Kit designed for you. They have information about classroom and training preparedness, training tips etc. Lots of information and tools to help you make the training at your facility a success! Transition: There was pre-work assigned to help you gain the most from this session. Let’s take a moment and discuss it.

11 Pre-Work Reviewed the training materials on the Super User Training Materials page in VA Pulse Practiced the simulations Downloaded or printed the End User Instructor Guide and Presentation Downloaded, printed and reviewed the Super User Competencies Checklist and the Hands-On Demonstration Checklist from Pulse Downloaded, printed and reviewed the Classroom and Training Preparedness Checklist and Training Tips Quick References from the Facilitation Kit on Pulse Confirmed your access to VSE in the test environment Watched movie The pre-work for this session included: Reviewing the training materials on the Super User Training Materials page in VA Pulse Practicing the simulations using the VSE End User Training Simulation Guide Downloading and/or printing the End User Instructor Guide and Presentation, ready for you to take notes as we go through class today Downloading and reviewing the Super User Competency Checklist and the Hands-on Demonstration Checklist from Pulse to take a closer look at in class Downloading and reviewing the Classroom and Training Preparedness Checklist and Training Tips Quick References from Pulse Confirming your access to VSE in the test environment Watching the movie The pre-work was designed to familiarize you with the reason for VSE, what they are and how to use them. Also to show you where to find the training materials in VA Pulse and familiarize yourself with the simulations. I am assuming that you brought with you the VSE End User Training Materials, the Classroom and Training Preparedness Checklist QR , the Training Tips QR, the Super User Competencies Checklist and the Hands-On Demonstration Checklist to work with over these four days. If not, please be sure you bring them in tomorrow as I will be referring to them frequently. Transition: Let me check in with you about what you brought away from the pre-work.

12 Class Discussion: Feedback on Pre-Work
Your feedback: What did you think of the changes? What real benefits did you see for the Veterans? What real benefits did you see for schedulers? Any Questions? OPEN WHITEBOARD. After watching the movie, going through at least a couple of the simulations and looking through the materials, you should be starting to be familiar with the changes coming with VSE. What about the consolidated Request List? And the extended view of schedules? Please share your thoughts on the Whiteboard. There was a lot of pre-work. What do you think of the changes? What real benefits did you see for the Veterans? Add to the whiteboard: Mobile requests make it easier. How about for the schedulers? Add to the whiteboard: Point and click is easier than scroll and drag. Did doing the pre-work stimulate any questions? RETURN TO PRESENTATION. Transition: Now let’s talk about how the rest our session today will proceed.

13 End User Course Welcome Review
Remember we said earlier that this is a course within a course. While you are learning about VSE, you will also be learning how to train it at your facility. Next we will begin the End User Course. The next segment of the training today will align with what you will present to your end users. Be sure to have the VSE End User Instructor Guide open and available to be annotated as this is the same presentation that you will be using when you train. I, as the trainer, will be wearing two hats, as the end user trainer and the Super User trainer and you will be playing two roles, end user as well as Super User. I will be training you as a Super User, then demonstrate how we recommend that you train the end user. This way you can see how it is taught not just read about how to train it. Transition: Let’s see how the course within a course works.

14 VistA Scheduling Enhancements (VSE)
From here on, I will be instructing you in much the same way that we would anticipate you instructing your end users. You will see the same slides and hear the same notes, tweaked to my style just as you will adjust yours to your style and your facility. The areas where you might need to adjust the materials for your facility are noted by having brackets around the information. Occasionally, I will take off the end user training hat to give you tips as a fellow instructor, such as key points to emphasize, the areas that you might want to customize to your site and to check if you have any questions on how to deliver the material. Transition: Before I put on my end user trainer hat and you put on your end user hats, let me introduce you to the organization of the VSE End User Instructor Guide format. End User Training

15 Slide 2: Icebreaker & Introductions
Script: My name is [your name]. Delivering the [training] Please meet [facilitator name]. Assisting with logistics and in-class assignments Note to Instructor: Complete Icebreaker activity with participants introducing themselves with ten words or less on why they joined VA and the number of years at VA. Transition: Now that we know a little more about each other and have insight into what brought each of us to VA, let’s look at what has brought us together today. . You can see here better how the slide is organized to help you with your teaching. The condensed version of the narrative notes are placed on the right of the slide. The left side of the slide shows the main points of this slide with either a picture illustrating the idea or a screenshot of the process being discussed. Just below this on the left is where the benefits are listed and on the bottom right of the condensed notes, you see the transition which is how you lead into the next slide. You may see some information in the narrative notes that is in brackets. The brackets signal that this information may need to be customized for your facility. Now that we have had our tour of the slides, I’m going to open the end user presentation, we’ll switch those hats and begin! SWITCH TO the VSE End User Training presentation, Slide 2. [Select the slide image to navigate directly to the presentation.] We completed this activity for our opening, so we won’t go through it again, but let me tell you a bit more about it. Instructor says: Let’s kick things off with an icebreaker activity Activity: Icebreaker Time: 5-10 minutes Instructions: As participants get seated, ask them to think about, “In 10 words or less, why did you join the VA?” Remind participants to keep response short. Make sure to lead off the introductions with your sample response, so participants understand how to respond. Sample Introductions (aka Tweets):  Wasn’t making difference in previous job. I am a Veteran (family member is a Veteran) and want to continue helping veterans. VA is where I can make a difference #ProudtoServe Instructor says: Hopefully, I got to meet you as you came in, but again, my name is [instructor name]. I will be delivering the training today and my ten words are [reason for joining VA]. Please meet [facilitator name]. He/She will be assisting us with logistics and in-class assignments today. Ask facilitator to provide reason and years with VA. Ask participants to share their names, reason, and number of years with the VA. Transition: Now that we know a little more about each other and have insight into what brought each of us to VA, let’s look at what has brought us together today. See the “My name is bracket your name bracket” on the Script section of the slide? Whenever you see these brackets in the script, those are the places you need to fill in the script. Otherwise, beyond making the language more your style or adding your own stories, do not change the core of the script. Also, remember your policy is not changing. Only how you keystroke a procedure is changing. So make sure you update the things that are in brackets and keep the main points the same. How This Benefits Users: N/A

16 Slide 3: Welcome Script: Welcome Schedulers and Supervisors
Our Responsibility is to provide you with all the information you need to perform your job successfully Your Responsibility Ensure you understand every step on how to schedule successfully Ask questions when you don’t Know where to resource info Why this change? VHA transformation effort to redefine way we schedule appointments to improve the Veteran and employee experience Vista Scheduling Enhancements, better known as VSE, is a graphical user interface that overlays the current VistA Scheduling software, making scheduling more intuitive Optional Questions: Does anyone have any questions about why they are here today? What did you expect from training today? Note to Instructor: Look at participants to detect fear or resistance to change when they speak. Transition: As we get going, I want to establish a few guidelines to ensure our session goes smoothly. Welcome to our Summer of Schedulers – Improving the Scheduling Experience class. I am assuming there are some schedulers and some scheduling supervisors here with us today. We will be together about 4 hours and, in that time, our responsibility is to provide you with all the information you need to perform your job successfully. Your responsibility is to make sure you understand every step on how to schedule successfully. Ask questions when you don’t and make it your business that all your questions are answered fully. The other critical piece of information you will want to leave with is where can you easily and independently go find the information you need “if you forget any of what you learn today (and you probably will). We will make sure you leave with those resources imprinted on your mind. Why the change – This module is designed to support YOU- the VA employees, schedulers and supervisors, that are interacting with Veterans and doing the most important work every day. You are the face of VA and you are the people that our customers remember. You have an opportunity to make a difference in people’s day – and in their lives. What you will see today are enhancements developed to make scheduling more intuitive for everyone. These enhancements use an improved interface overlaid on the current VistA scheduling software. Today’s training is also about empowering and supporting you with the knowledge and skills to deliver exceptional customer service to our VA customers. Optional: See above Note to Instructor: See above. Address fears: There is a support person assigned to every unit who will be available as needed to help you after class. You will not be alone in carrying this torch. We are a team! What we are doing really makes a difference to the Veterans we serve. Transition: As we get going, I want to establish a few guidelines to ensure our session goes smoothly. How This Benefits Users: N/A

17 Slide 4: Classroom Ground Rules
Script: Protocol for today: Sign in on the Attendance Sheet Silence cell phones Ask questions [anytime, during Knowledge Checks, etc.] Return from break on time Have your TMS log in on hand Questions to Parking Lot Transition: Let’s take a look at what information we will be covering today. A few pieces of protocol will help us get the most out of class today. First, please be sure you sign in on the Attendance sheet and provide all your contact information. And, of course, please silence your cell phones. Not to vibrate but off, essentially. Questions are welcome [at any time, during Knowledge Checks, at customized times] today. I want you to stay clear on the information from start to finish so if at any point it gets blurry, please ask for clarification. We have a lot to cover today. Class is going to start on time so it would be very helpful if you can make sure you get back to your seat with a minute or two to spare. As you know, you are going to be accessing your TMS account today to perform your post-test and evaluation. If you forgot to bring your login information with you, please get it during break. If questions or issues surface that we can’t resolve in the moment, we will, what we call, park them on this easel so we don’t forget to come back to them later or after class. Transition: Let’s take a look at what information we will be covering today. How This Benefits Users: N/A

18 Slide 5: Course Overview
Script: This training is full of information. For schedulers and supervisors, we will cover: Defining and delivering customer experience How to log in and navigate VSE What tabs you should use for what, How to manage requests and appointments, and For supervisors specifically, we will learn how to work with clinic groups and privileged users in the System tab and how to run reports from the Reports tab. Schedulers will not see these options. Transition: There was pre-work assigned for this class. Let’s take a minute and share our experiences. This training is full of information. For schedulers and supervisors, we will cover: Defining and delivering customer experience How to log in and navigate VSE What tabs you should use for what, How to manage requests and appointments, and For supervisors specifically, we will learn how to work with clinic groups and privileged users in the System tab and how to run reports from the Reports tab. Schedulers will not see these options. Transition: There was pre-work assigned for this class. Let’s take a minute and share our experiences. How This Benefits Users: N/A

19 Slide 6: Pre-Work Script: Pre-Work consisted of: Movie Lunch and Learn
Simulation Demo Outstanding questions? Your Feedback: What did you think of the changes? What real benefits did you see for the Veterans? What real benefits did you see for schedulers? Transition: VSE brings many benefits to all the stakeholders in the scheduling process which I will address in just a minute. First I would like you to be clear on what knowledge you can expect to leave here with today. Note to Instructor:  Emphasize to the Super Users that the pre-work assigned to scheduler/supervisors is important.  If schedulers do not take the time to familiarize themselves with VSE, the changes, the resources, the simulations, the training materials then the time allotted for training becomes compromised.  Brainstorm with the Super Users how they might encourage schedulers taking the pre- work very seriously. Stop by their desks, send out an with the links to the sims and materials, establish that team approach prior to class.  The pre-work for this session included a movie, the lunch and learn presentation and walking through the simulation demo. It was designed to familiarize you with the reason for the changes, the changes and what they look like in action. Ultimately, the purpose of the VistA Scheduling Enhancements, or VSE, is to improve the existing scheduling software. What did you think of the changes? What real benefits did you see for you and the Veterans Let me check in with you about what you brought away from the pre-work. GUI is an acronym that stands for what? Do you remember what credentials you need to log into VSE? Do you have any outstanding questions about what you learned during the pre-work? Transition: VSE brings many benefits to all the stakeholders in the scheduling process which I will address in just a minute. First I would like you to be clear on what knowledge you can expect to leave here with today. How This Benefits Users: N/A

20 Slide 7: Objectives Script: Review the objectives on the slide.
Introduce Hands-on Demonstration concept and Checklist. Explain that they will be given practice exercises after class, then they will demonstrate, hands-on, to you that they can schedule and manage appointments in VSE. Note to Instructor: Hand out Hands-on Demonstration Checklist to participants so they can follow along with you as you review the skills they will be demonstrating to you. Transition: So let’s get going. First, we will start with a basic overview, then move in to the “how to” of VSE. Our objectives for this class will make a lot of sense to you with all of your scheduling experience. At the end of class, schedulers and supervisors will be able to: Describe VSE purpose and benefits Open and move around VSE Explain how to use the options on the Tasks tab Create appointment requests Manage existing requests Schedule appointments Manage scheduled appointments Conduct scheduling tasks following scheduling policy and business rules Supervisors will also be able to: Use the System tab to manage users and clinic groups Use the Reports tab to produce management reports from VSE At the end of class, you will have time to practice what you learn today. We will schedule an appointment so you can demonstrate to me that you can perform the tasks needed to schedule and manage appointments in VSE. Note to Instructor: Hand out Hands-on Demonstration Checklist to participants so they can follow along with you as you talk them through it. Transition: It is important to know from the outset how you are going to be evaluated after a course. Let’s take a look at the Hands-On Demonstration Checklist you will be expected to perform in the VSE Test Environment a week after class. How This Benefits Users: N/A

21 Slide 8: Hands-On Demonstration Checklist
Script: Tasks are aligned with the objectives of the course. Practical tasks for what you need to be able to do in VSE to be successful in production. For instance: Access and Navigate: Login, Filter, Query, Change views Create Requests: Search, create requests Manage Existing Requests: Record scheduling contact efforts, Cancel a request, Transfer a request to EWL Etc. Transition: So let’s get going. First, we will start with a basic overview, then move in to the “how to” of VSE. You will have had hands-on time during class then a formal four hour practice session so don’t fear you won’t have enough time to get comfortable. In looking over the Hands-On Demo Checklist you can see it is very aligned with the Objectives of this course. It lists in practical terms what tasks you will be able to perform in VSE to be successful scheduling in production. For instance: Access and Navigate VSE…you need to login, filter the request list, query the request list, change views in the Schedules section. To Create Requests, you need to know how to search for a patient, create appointment requests including recalls, and service/specialty and special needs requests. To Manage Existing Requests, you need to know how to record scheduling contact efforts, cancel a request, transfer a request to the EWL and add comments to a request. Go ahead, take two minutes and glance through the list. Let me know if you have any questions. I don’t think you will find any surprises. Class Discussion: Any questions about the Skill Level definitions? Do you know how to do most of this already in VistA? Is there any procedure that you don’t understand from just looking at this that you didn’t do in VistA? Note to Instructor: Review Checklist. Answer any questions. Transition: I want to detour from the technical for a minute and spend a few minutes on the Veteran Experience. How This Benefits Users Opportunity to know in advance how you’ll be assessed and know you are in good shape to work in production.

22 Slide 9: Own the Moment – What is a Customer Experience?
What elevates and transforms Customer Service to Customer Experience is adding the element of Emotion. It’s not just what happened when they tried to access benefits or services at the VA, it’s more. It’s how they felt about those interactions—happy, reassured or disappointed, frustrated. Emotion is a feeling. It involves empathy, compassion, and connection. When Veterans think about their experience with VA, they are evaluating every interaction based on three things: how well the interaction helped them achieve their goal (effectiveness) how much effort they had to invest in the interaction (ease) how the interaction made them feel (emotion) Discussion Questions: How do we do on Emotion? How would you rate yourself and the colleagues we work with on this dimension? Do we have control over all 3 E’s when interacting with veterans? How do we work together to deliver an exceptional veteran experience? What elevates and transforms Customer Service to Customer Experience is adding the element of Emotion. It’s not just what happened when they tried to access benefits or services at the VA, it’s more. It’s how they felt about those interactions—happy, reassured or disappointed, frustrated. Emotion is a feeling. It involves empathy, compassion, and connection. When Veterans think about their experience with VA, they are evaluating every interaction based on three things: how well the interaction helped them achieve their goal (effectiveness) how much effort they had to invest in the interaction (ease) how the interaction made them feel (emotion) Discussion Questions: How would you rate yourself and the colleagues we work with on this dimension? Do we have control over all 3 E’s when interacting with veterans? How do we work together to deliver an exceptional veteran experience? Key Point: Customer experience is how our customers perceive their interactions with us. To improve Veterans experience we must connect with Veterans on a human level, and address their emotional needs, in addition to their rational ones. It’s challenging and it requires teamwork. As schedulers, you have the power to not only make sure Veterans get access to the services they need, but you also ensure our Veterans and their families feel valued and cared for. Transition: There are three guiding principles to help you Own the Moment. Key Point: Customer experience is how our customers perceive their interactions with us. To improve Veterans experience we must connect with Veterans on a human level, and address their emotional needs, in addition to their rational ones. It’s challenging and it requires teamwork. As schedulers, you have the power to not only make sure Veterans get access to the services they need, but you also ensure our Veterans and their families feel valued and cared for.

23 Slide 10: Own the Moment Principles
Script: To help you deliver an exceptional Veteran experience, we are going to now introduce three guiding principles that will help you own the moment. These are a set of customer experience principles for how we “Own the Moment” rather than step-by-step rules. These principles are intended to be guidelines for how we interact with Veterans and even with each other. They aren’t meant to be prescriptive, although we do have some suggestions for what to do and say. Each one of us should take these guidelines and use our best judgment to enact them and make them our own. We will be referring to these principles throughout today’s training. Connect and Care (Emotion) Understand and Respond to Needs (Effectiveness) Guide the Journey (Ease) Transition: To help you deliver an exceptional Veteran experience, we are going to now introduce three guiding principles that will help you own the moment. These are a set of customer experience principles for how we “Own the Moment” rather than step-by-step rules. These principles are intended to be guidelines for how we interact with Veterans and even with each other. They aren’t meant to be prescriptive, although we do have some suggestions for what to do and say. Each one of us should take these guidelines and use our best judgment to enact them and make them our own. We will be referring to these principles throughout today’s training. The first principle is Connect & Care. This principle is all about building empathy and making a personal, human connection with each and every Veteran we interact with. It’s about making Veterans feel welcomed and acknowledged at every interaction. The next Principle is called “Understand and Respond to Needs”. This is all about actively listening, making sure the Veteran feels heard and trying to understand what the Veteran truly needs or is trying to accomplish. The last principle is “Guide the Journey”. This is all about guiding the Veteran through the process, setting expectations along the way to make the experience predictable, helping the Veteran understand where they are and what they can expect to happen next. It’s also about making the process simple –easy for them to get what they need. Transition: In our rush to get things done, sometimes we forget to Own the Moment. Today we will be coming back to those principles over and over so work with me on absorbing that so it becomes part of our new approach to scheduling…with emotion, effectiveness and ease. In returning to the technical aspect of VSE, first, we will start with a basic overview, then move in to the “how to” of it. How This Benefits Users:

24 Slide 11: Overview Section Page
Script: Move onto next slide. Introduce the Overview of VSE section. How This Benefits Users:

25 Slide 12: VSE Purpose Script:
VA is re-engineering scheduling for Veterans and scheduling staff by: Updating the way VA's 30-year old scheduling system works Improving the efficiency of scheduling work Enabling a more Veteran-centric process Addressing the needs of the scheduler through a graphical user interface with simpler navigation Transition: Exciting, isn’t it? Let’s dig in and learn a little of the new lingo that comes with VSE. VA is re-engineering scheduling for Veterans and scheduling staff by: Updating the way VA's 30-year old scheduling system works Improving the efficiency of scheduling work Enabling a more Veteran-centric process Addressing the needs of the scheduler through a graphical user interface with simpler navigation To be more specific, a few of the really neat improvements for schedulers include: Multiple clinic profile scheduling grids that can be seen in a single calendar view. This allows the user to view all the resource’s or provider’s availability at once Reduced time to match an available resource with the patient’s request Consolidated information from multiple appointment request sources so all patient requests are available in one group (consolidated request list) to be queried, filtered, and sorted to improve the appointment scheduling process. Transition: Exciting, isn’t it? Let’s dig in and learn a little of the new lingo that comes with VSE. How This Benefits Users: See multiple clinic grids in a simple calendar view Match patient requests to availability quickly View all requests from a patient, no matter their source

26 Slide 13: VSE Definitions
Script: There are a few new terms we want to be certain we are familiar with as we start using VSE, but let me know if you would like reminders on any of the others. Appointment Request is the initial information from which a scheduler and the Veteran schedule an appointment Calendar view – a graphical view of a the schedules (aka grids) of a clinic, clinic group, or provider Consolidated Request List – List that shows all future appointment requests (Appointment, Consult, Electronic Wait List, Recall Reminder) CID – Clinically indicated date EWL – Electronic Wait List Preferred Date – Veteran’s preferred date Recall Reminder – future appointment reminder request Resource – Clinic, clinic group or provider VAR – Veteran Appointment Request System Roles: Schedulers Supervisors – have the security key for additional functionality Transition: Any questions about any of these terms? If not, then let’s highlight a few benefits of VSE for each group of stakeholders. Note to instructor: Cover terms that are unfamiliar, but skip others if already familiar. Let’s review some of the terms you will become familiar with within VSE: Appointment Request - the initial information from which a scheduler and the Veteran schedule an appointment. This is a new feature of VSE that will benefit the users. Calendar view - View of clinic profiles of a provider or multiple providers within a specific time period CID – Clinically indicated date – date the provider specifies that patient should be seen Consolidated Request List - List that shows all appointment requests (Appointment Requests, Consults, EWL, Recall Reminder) EWL – Electronic Wait List GUI - Graphical User Interface; pronounced “gooey”; allows point and click if you are using a mouse. Preferred Date - Veteran’s preferred date Recall - future appointment reminder request Resource – Clinic, clinic group or provider; the resources panel is part of the schedules section. Security Key(s) - Access provided for a specific aspect of the software. Access to the System and Reports tabs requires a supervisor security key. The keys are assigned within VistA. SC – Service Connected, usually in reference to patient disabilities or illnesses being caused due to their military service SVC – Service VAR – Veteran Appointment Request, coming in the future VSE - VistA Scheduling Enhancements. Software to enhance the functionality of VistA scheduling system as an interim solution until a new appointment scheduling system is developed. The System Roles include schedulers and supervisors: Schedulers manage requests and appointments Supervisors run reports and perform administrative functions; have administrative rights and/or the required security key SDECZMGR. Transition: Any questions about any of these terms? If not, then let’s highlight a few benefits of VSE for each group of stakeholders. How This Benefits Users:

27 Slide 14: VSE Benefits Everyone with Effectiveness and Ease
Script: The Veterans benefit from VistA Scheduling Enhancements because they: Review bullets on slide The Schedulers benefit from VistA Scheduling Enhancements because they: And the Supervisors benefit from VSE because they can: Transition: I think we can all agree that life is better for everyone! The best way for you to get a clearer understanding of how VSE looks and feels is to see it in action. With these enhancements in place, the Veterans: Spend less time on the phone making appointments Schedule multiple appointments easily Spend less time in check out and in scheduling appointments The Schedulers: Schedule appointments in less time Can access multiple clinic schedules at one time, a large improvement over flipping through many screens in VistA. Can review most requests for a patient in one, consolidated list This is one of the best features of VSE! The consolidated requests list increases visibility into all patient requests and allows for better prioritization and allocation of appointments and reduces the time searching across lists, improving efficiency and the Veteran experience. Identify Veteran appointment needs and preferences to provide a more patient-centered experience The Supervisors: Review consolidated reports from the system Compare performance information easily Transition: I think we can all agree that life is better for everyone! The best way for you to get a clearer understanding of how VSE looks and feels is to see it in action. How This Benefits Users: Primary features of VSE include: it provides a single calendar view of clinic scheduling grids consolidates multiple request lists into one queue of request lists (consolidated request list).

28 Slide 15: System Overview Demonstration
Simulation: Introduction to VistA Scheduling Enhancements. Logging into VSE: User Friendly Use your VistA ID and PW. Review main features: Tabs Tasks, System, Reports Tasks tab Schedule section Search Request Types System tab Reports tab Transition: We are going to start by looking at the system from a high level, then we will dive into each part in the slides I show after we walk through the demo together. Let me switch out of the end user trainer role for a moment and talk about using the simulations. Practice these over and over before you present using them. That way, you will feel very comfortable with going through the steps. Remember all the steps are in your VSE End User Training Simulation Guide. To present the simulation so that they can watch, select the link on the slide. The simulation will open in another window and you can demonstrate. Back to the end user training….. Simulation: As an introduction to the VistA Scheduling Enhancements (VSE) graphical user interface (GUI), this demonstration reviews the main features that schedulers and supervisors use. You will be introduced to the Tasks tab, System tab, and Reports tab and their respective capabilities. This is a DEMO only simulation. Please refer to VSE End User Training Simulation Guide for simulation steps and instructor notes. Transition: We are going to start by looking at the system from a high level, then we will dive into each part in the slides I show after we walk through the demo together. How This Benefits Users: This demonstration provides the participants with an overview of what they will be learning today. An overview provides participants the framework for what they will be learning today.

29 Slide 16: Logging in to VSE
Script: Logging into VSE is simple. Remember, you use your VistA ID and password. Launch system from icon on desktop. Enter your VistA Access Code. Enter your VistA Verify Code. Select OK. Transition: VSE has three possible tabs and only displays those tabs for which you have the proper security keys. Logging into VSE is simple. Launch system from icon on desktop. Enter your VistA Access Code. Enter your VistA Verify Code. Select OK. The VistA Scheduling icon can remain on your desktop for ease of access Transition: VSE has three possible tabs and only displays those tabs for which you have the proper security keys. How This Benefits Users: Same login information as VistA makes it easy to remember.

30 Slide 17: Navigating VSE Script:
The design of the GUI allows the user to “point and click”. Intuitive, and faster than the slower, more cumbersome “roll and scroll” method Three tabs: For scheduler tasks: Tasks Tab Manage appointments and requests View schedules Only tab schedulers can access For supervisory tasks: Systems Tab and Reports Tab Systems Tab – view and manage resource and clinic information Reports Tab – generate, view and export different types of reports Transition: (When finished talking about benefit ideas) I would like to ask you a few high level questions about VSE. The design of the GUI allows the scheduler to “point and click” an icon or screen to tell the computer what to do instead of typing in commands. It is intuitive and provides a mechanism to quickly accomplish your work instead of using the slower, more cumbersome “roll and scroll” method. Today we will work with three tabs. The Tasks tab allows you to manage appointments and requests and patient information. This is the only tab schedulers will access. Supervisors will access: The System tab which allows you to perform administrative tasks like view and manage resource and patient information The Reports tab which allows you to generate, view, and export different types of reports. Transition: Let’s have some fun and share our thoughts about how you think VSE will benefit you and the Veterans. How This Benefits Users: N/A

31 Slide 18: Pair Share: Brainstorm Additional Benefits
Script: To pair share, ask the participants to turn to the person next to them and based on the pre-work and what has been discussed today, ask them to brainstorm additional benefits they can see using the enhancements vs the old VistA. You are the experts on scheduling. How can you see this further benefitting how you get your job done? How will it benefit the Veteran when requesting appointments? Walk around the room and listen to the conversations. Ask participants to share additional benefits they came up with. Write them on the whiteboard or easel Discuss as a group. Transition: (When finished talking about benefit ideas) I would like to ask you a few high level questions about VSE. Team Discussion: We have covered the what and why of VSE. I would like you to turn to the person next to you and, based on the pre-work and what we have talked about today, brainstorm additional benefits you can see using the enhancements vs the old VistA. You are the experts on scheduling. How can you see this further benefitting how you get your job done? How the Veteran requests appointments? Note to Instructor: As they are doing their discussions, walk around the training room and listen to the conversations; help stimulate it when they are getting stuck. Instructor Says: Can a few of you share the additional benefits your team can see from using VSE? Think about how you want them to share: raise their hand and tell everyone, go up front and write on whiteboard or easel? (Support participants sharing their ideas.) Good ideas, folks. Transition: (When finished talking about benefit ideas) I would like to ask you a few high level questions about VSE. How This Benefits Users N/A

32 Slide 19: Knowledge Checks 1-2
Script: Read the question and answers when they are displayed. If 2 or more participants answer a question incorrectly, reteach the topic. Transition: We have two more questions for you to answer. Let me switch hats again for a moment and talk about the knowledge checks included in the end user materials. Today, I will be using the polling feature in Lync meeting to ask the questions but you will need to think about how you want your participants to answer in your classroom: raise their hand and tell the answer, write down their answers and then give them the correct ones at the end of the four knowledge checks, whichever works best for you. Let me continue as the end user trainer. I will read you the questions and answers. Just let me know when you have an answer. Note to Instructor: Discuss any diverse answers. Reteach a topic if multiple people answer incorrectly. Repeat for question 2. ANSWERS: d. Improve on the existing VistA Scheduling application f. All of the above Move to next slide without transition. User Benefits: Knowledge checks help the training team determine if the participants are unclear about any of the key points that relate to the objectives. If so, any confusion can be remediated on the spot. Answers: d. Improve on the existing VistA Scheduling software and the Veteran experience f. All of the above

33 Slide 20: Knowledge Checks 3-4
Script: Read the question and answers when they are displayed. If 2 or more participants answer a question incorrectly, reteach the topic. Transition: Good work folks! You are on top of it! Moving along, let’s delve deeper into the Tasks tab and what you can do from the Tasks tab. Repeat instructions and resolutions for questions 7 and 8. ANSWERS: 3. c. Using VistA access and verify codes 4. d. Consolidated Request List Transition: Good work folks! You are on top of it! Moving along, let’s delve deeper into the Tasks tab and what you can do from the Tasks tab. User Benefits: Knowledge checks help the training team determine if the participants are unclear about any of the key points that relate to the objectives. If so, any confusion can be remediated on the spot. Answers: c. Using VistA access and verify codes d. Consolidated request list

34 Slide 21: Tasks Tab Overview Section
Script: How This Benefits Users: N/A

35 Slide 22: The Tasks Tab Script:
The Tasks tab is the only tab schedulers will work in. This is the first screen you will always see after logging in to VSE. From the Tasks tab you can Add and manage requests Schedule an appointment from a request Manage that appointment Complete the scheduling of an appointment Three areas in the Tasks tab include: Veteran Information area at the top of the screen Requests List is in the middle of the screen showing the consolidated list The Scheduling area is at the bottom with calendars and a search area for clinics, clinic groups and providers Note: The Color Key at bottom of the Schedules pane indicating status of appointment. Transition: A great place to start is the Veterans Information Section, which is the top most ribbon in the Tasks tab. Remember, the Tasks tab is the only tab schedulers will work in. This is the first screen you will see after logging into the system. From the Tasks tab you can: add and manage requests create appointment requests schedule appointments, and manage patient information in a streamlined manner. Transition: Let’s look at this screen in more detail. A great place to start is the Veterans Information Section at the top of the Tasks tab landing page. How This Benefits Users: N/A

36 Slide 23: Veterans Information Section
Script: The Veterans Information Section display the following areas: Note to Instructor: Point out each section on the slide. Select Patient: Search for and view information about a selected patient Actions: Allows Scheduler to make a new appointment request. Arrangement: Clinic time scale and viewing mode Pending Appointments: Any pending appointments and historical appointments for the past year for the selected patient Special Needs: Identified special needs for the selected patient Tools: Options to print, export, refresh, and query. Transition: One of the most basic things we need to know is how do you find a Veteran in the system? There are many important areas in the Tasks tab screen. You will notice in the top is the Veterans Information area where you find information about a particular Veteran. The area directly below Veterans Information outlines the Request List, which gives you a list of pending appointment requests. The bottom of the screen outlines the schedules list that contains the calendar views of the availability of provider schedules, clinic schedules, or clinic groups. They can be viewed by day, week, month or on a timeline. The Veterans Information Section is divided into helpful sections of information. The first section you’ll see is the Select Patient section, where you can view basic personal information of a selected Veteran, including their name, gender, address, etc. Next, you’ll see the Actions section, which allows you to create a new request for the selected Veteran quickly and easily. In the Arrangement section, you will find the clinic time scale and viewing mode. You can change how you view the Tasks tab, from a different time increment or a View Mode, like viewing days at a time or weeks at a time. Two very important parts of the Veterans Information Section are the Pending Appointments and Special Needs/Preferences section. Just think about how those special needs and preferences will allow you to connect to the Veterans; you are already aware of their needs, even if they are new to you. These areas automatically populate once you have selected a Veteran. Pending Appointments is where you see any pending appointments and historical appointments for the past year for the selected patient. It is a View Only window, no sorting or editing. These sections allow for a simple way to view their pending appointments and special needs and/or preferences information. And the Tools section provides options to print, export, refresh and query. Transition: One of the most basic things we need to know is how to find a Veteran in the system. How This Benefits Users: Special needs & preferences always available to inform the schedulers (guide the journey) Shows past (for a year) and future (for a year) forward

37 Slide 24: Searching for a Veteran
Script: Three different ways to search: The first is to use the first initial of last name and last four digits of the SSN Lastname,firstname Full Social Security Number After you search and complete a request, VSE will continue to the next request in the request list for the patient. Note: You should pause after entering text in a field so the system can register the information. Steps are covered in simulation. Transition: Once you have entered the search criteria, you might receive warning or flag in VSE… Searching for a Veteran is streamlined and intuitive. From the Select Patient section, you can use the Search field in three different ways: The first is to use a last name initial/last four of SSN combination. To do this, enter the first initial of the Veteran’s last name and the last four digits of his or her Social Security number. For example, A1234. A way to search that doesn’t require the Veteran to vocalize the last four of their SSN is to simply search for their name, using their last name and first name. This search can get a bit tricky because you need to enter their last name, then a comma, then their first name, with no spaces in between. For example, Last,First. The third way to search for a patient is to type in their full SSN. While this may seem like the easiest and most appealing way to search for a Veteran because of its specificity, keep in mind that if the Veteran is in front of you in the clinic, it will require him or her saying the last four digits of his or her Social Security number out loud, or writing them down for you, either of which can make a Veteran feel uncomfortable about their privacy. If at any time you get too many results, just add more detail to your search. The more specific you are the less results will display. Note: Each time you enter information into a text field, pause before entering information into a separate field. Compared to VistA, the VSE response time requires a short wait for results to populate. Note to Instructor: Steps covered in simulation. Transition: Once you have entered the search criteria, you might receive warning or flag in VSE… How This Benefits Users: Easy search options that you are already familiar with

38 Slide 25: Warnings and Flags
Script: Types of warnings and flags include: Similar names and Social Security number Same last name and/or last four digits of SSN Own medical record Prohibited from accessing one’s own medical record Deceased patient Sensitive Information Restricted Records In each instance, a dialog box displays addressing the issue. Transition: Once you select a patient from your search results, what will you see? In each instance, a dialog box displays addressing the issue. Types of warnings and flags include: Similar names and Social Security number Same last name and/or last four digits of SSN will trigger an alert when performing a patient search. You will receive a prompt asking you to select the correct patient. Highlight the correct patient and select OK. Own medical record Prohibited from accessing one’s own medical record Patient is Deceased - When accessing a deceased patient record, you will receive a Patient is Deceased alert. If you wish to view the patient information you must select Continue. Sensitive Information – Restricted Records alerting you to suicide risks, etc. Similar to VistA, you will notice Warning Dialog boxes when accessing a restricted record. If you wish to continue, select OK. Transition: Once you select a patient from your search results, what will you see? How This Benefits Users: Warnings and flags help prevent errors. This is consistent with VistA; it just displays in a new way.

39 Slide 26: Viewing Patient’s Information
Script: Patient Information displays in the Select Patient section and includes: Review bullets on slide Schedulers cannot edit patient’s personal or demographic information from this view. You can view additional patient information such as phone numbers, status etc. on the Patient Inquiry Detail screen by clicking anywhere in the Selection Patient section. Steps are covered in simulation. Transition: In addition to their patient information, their request list is also populated. You see their patient information displayed in the Select Patient section. This includes information such as name, birthday, Social Security number, Service connection, and sex. Svc Connected = Is the patient service connected (Yes or No). SC Percent = Percent of service connected disability Schedulers cannot edit a patient’s personal (PII) or demographic information from this view. Note: They can add it via the APPT Request Dialog box. To view the Patient Inquiry Detail screen, click anywhere in the Selection Patient section. This allows you to view additional patient information such as phone numbers, Religion, Race Eligibilities, Status, Future Appointments, etc. Note to Instructor: Steps covered in simulation. Transition: In addition to their patient information, their request list is also populated. How This Benefits Users: All patient information in one place

40 Slide 27: Viewing a Patient’s Requests
Script: After your patient search, a dialog box displays prompting you to choose one of three options: Appointment – create an appointment request Recall – create a recall reminder Patient – view the patient information In addition to Appointment and Recall requests that you can create, there are two other types of requests in VSE: Consults and EWL. Consults populate the list from provider entries in CPRS and EWL requests are created by transferring an existing request to the EWL. In the future there will be two more request types, VAR and W2VA. Steps are covered in simulation. Transition: While you can view one patient’s requests, the larger request list displays all current requests in the system. Let’s take a closer look at this request list. After you search for a patient, a dialog box displays prompting you to select a Request Type. The dialog box gives you two options to create a request: Appointment and Patient. If you want to simply view patient’s requests without creating a new one, select Patient. In addition to Appointment and Recall requests that you can create, there are two other types of requests in VSE: Consults and EWL. Consults populate the list from provider entries in CPRS and EWL requests are created by transferring an existing request to the EWL. In the future, we can look forward to request for: Veteran Appointment Requests (VAR) Welcome to VA (W2VA) call center, what you now know as the NEAR list, Newly Enrolled Appointment Request We will discuss appointment and recall requests later in this training. We will also discuss business rules for managing lists when this is addressed in more detail later. Note to Instructor: Steps covered in simulation. Transition: While you can view one patient’s requests, the larger request list displays all current requests in the system. Let’s take a closer look at this request list. How This Benefits Users: In VSE, creating a request is a new feature that, as part of the appointment process, allows the initial information to be saved, even if the appointment is cancelled.

41 Slide 28: Requests Section
Script: The Request List consolidates information from multiple appointment request sources and by default shows patient requests organized by waiting time. Requests benefit users because they: Promote a standard tool for consolidating, viewing, sorting and prioritizing Improve the business’ ability to accurately prioritize patient appointment needs Improve business processes and efficiency by streamlining the process and removing duplication Eliminate waste in a Scheduler’s workload processes The Request List displays Appointment, Recall, Consult and EWL requests. They could have been initiated via VSE or CPRS. Transition: In the future, requests will also be able to be initiated via Veterans Appointment Requests, or VAR, Welcome to My VA. (W2VA) call center and Newly Enrolled Appointment Request (NEAR). Let’s look at VARs which are generated via a mobile request. The Request List consolidates information from multiple appointment request sources and by default shows patient requests organized by waiting time. Request List: Requests Benefit Users Promote a standard tool for consolidating, viewing, sorting and prioritizing appointment requests in order to improve performance for appointment scheduling Improve the business’ ability to accurately prioritize patient appointment needs regardless of method of request and work list Improve business processes and efficiency by streamlining the process and removing duplication Eliminate waste in a Scheduler’s workload processes related to appointment requests The Request List, by default, shows you a view of patient requests organized by waiting time. Request Types include: Appt – create an appointment request Consult – pending consults EWL – Open Electronic Waiting List entry Recall – Create an active Recall Reminder When you schedule a patient, all requests for that specific patient are shown in the request list (except for the VAR and Welcome to myVA) Transition: In the future, requests will also be able to be initiated via Veterans Appointment Requests, or VAR, Welcome to My VA. (W2VA) call center and Newly Enrolled Appointment Request (NEAR). Let’s look at VARs which are generated via a mobile request. How This Benefits Users: Standard tool Prioritize patient appointment requests Streamline process and remove duplication Saves time by not having to go to multiple places to see all appointment requests.

42 Slide 29: Mobile Requests View
Script: Review bullets on slide. Transition: Let’s return to the Requests List again and discuss each column of information available to you. In the future, Veterans can look forward to submitting their own requests by mobile device. The Mobile Request List is populated through the Veterans Appointment Requests application, where Veterans can attempt to submit their own appointment requests. The requests, however, can only be viewed via the Mobile Requests View icon of the same name in the Tasks tab. The VAR appointment request will show in a separate application that will be available when it rolls out in August It will not be in the consolidated list. Transition: Let’s return to the Requests List again and discuss each column of information available to you. . How This Benefits Users: Increased Veteran satisfaction being able to submit own requests by mobile app Decreased telephone calls for appointment requests

43 Slide 30: Request List Columns
Script: Default view of Request List shows: Default sort is Wait time, priority group, entered date, then CID/Preferred Date First 25 requests are loaded Navigate by using the vertical scroll bar or select the Forward and Back arrows # of columns that display depend on screen resolution and display settings. Horizontal scroll to see all columns The Request List is organized by columns: Review columns on slide Transition: Let’s discuss how to navigate all of these types of requests in the request list. Default view of Request List shows: SSN Default sort is Wait time, priority group, entered date, then CID/Preferred Date SCVisit – A red checkmark indicates the request is related to a service connected condition First 25 requests are loaded Navigate by using the vertical scroll bar or select the Forward and Back arrows Telephone – patient’s home phone number Priority – Patient’s priority group number # of columns that display depend on screen resolution and display settings. Horizontal scroll to see all columns CID/Preferred Date - patient’s Desired Date, Recall Reminder Date, or consult request timeframe. (i.e. Routine, Within 1 week, etc.) . Consults are sorted by alphabetical order in this column, but if you have a list of Recall, APPT, or EWL they are sorted by Desired Date. Entered/RR Date – Entered/Recall Request Date; the date the request was entered or the Recall Reminder date. Request List is organized by the following columns: Request Types include: Appt , Consult – pending consults, EWL – Open Electronic Waiting List entry, Recall – Active Recall Reminder, Wait Times >=90 Days - Consult – Date entered to Today, Recall – Desired date to Today, EWL – Date entered to Today, should be like Recall, Appt – Date entered to Today Requestor – who requested Requested by – either who requested or the clinic that requested the appointment. Clinic/Service – the area in which the patient needs to be scheduled. PT Name – red triangle in upper right-hand corner indicates that there is data in the comments field of the patient request Comments – Free Text. Why the appointment needs to be scheduled. MRTC (Multiple Returns to Clinic) – A red checkmark indicates a Multiple Return to Clinic request (aka multi-book) Transition: Let’s discuss how to navigate all of these types of requests in the request list. How This Benefits Users: Easy to see information

44 Slide 31: Request List Navigation
Script: You can sort and filter much like you would in Microsoft Excel. However, Sorting and Filtering only work on the current list of items, those you have already flipped through. Transition: Therefore, we recommend using the Query Tool. Within the request list, each of the column headings have a filter option that will allow you to filter results. However, the filter option only applies to as many requests as are currently displayed or have flipped through. For example, if you have only viewed Page 1, it will only filter those requests. There may be times that this is valuable and you can explore the varied criteria and sort options. However, the tool we recommend is the Query tool. How This Benefits Users: Filtering helps find information quicker

45 Slide 32: Request List Query
Script: The Query Tool can be used to: Review bullets on slide. Query Tool uses the following criteria types: Group 1 – Patient Group 2 – Request Type and Clinics/Services Request Type value is required Clinics/Services value is required Group 3 – Priority Group, Wait Time, SCVisit, SC, Origination Date, CID/Preferred Date, Urgency (applicable to Consult Requests Only) Group 3 criteria values are not required VSE shall display a message if Scheduler does not enter the required criteria for the search. VSE shall display a summary of the search criteria within the gray area above the query fields.  Steps covered in simulation. Transition: Now that we’ve covered the Requests section, let’s move to the Schedules section. The Query feature, in the Tools section, permits the user to filter information by multiple criteria and filter the request list in its entirety instead of just currently displayed requests. NOTE: Please be cautious on using Wait Time = All Days as it can cause a delay of returned results. Be aware that the query is a tool to help narrow down data, not to try and output every single data in the system. The maximum number of returned results is 200 records. You can do your query and work your list straight from that query; in VistA they would have to run and print a report, then work things based on that report; in VSE, they can use multiple criteria, and work from the online filtered listing. Instead of manually filtering request information, you can use the Query tool to expedite your search. The Query tool allows you to filter and sort columns at the same time, then reflects only those results in the Request List. Use the following criteria types to query: (See Instructor Bullet in Script area.) Group 1 – Patient, Group 2 – Request Type and Clinics/Services (Request Type value is required, Clinics/Services value is required), Group 3 – Priority Group, Wait Time, SCVisit, SC, Origination Date, CID/Preferred Date, Urgency (applicable to Consult Requests Only), Group 3 criteria values are not required VSE provides ability to search using the following Group combinations: Group 1/Group 2/Group 1, 2/Group 1,2,3/Group 1,3/Group 2,3 VSE shall display a message if Scheduler does not enter required criteria for the search, shall display a summary of the search criteria within the gray area above the query fields.  Note to Instructor: We will see this in action in a simulation shortly. Steps covered in simulation. 1. Search for patient 2. Select filters. 3. Select Submit to view search results. Transition: Now that we’ve covered the Requests section, let’s move to the Schedules section. How This Benefits Users: Saves time by working straight from query Query tool saves manually filtering request information

46 Slide 33: Schedules Section
Script: The remainder of the Tasks tab is set aside for Schedules of providers, clinics, and clinic groups. From this section, you can view Clinic schedules by day, week, or month, and navigate between clinics and dates with ease. Appointments, coded by their type, display the selected clinic for you. Use Ctrl + Select to select multiple time slots within a clinic that allows for variable length appointments. Color is used in the schedules calendar to indicate a clinic’s availability. Gray indicates unavailable time slots White indicates available time slots Requested date is outlined or colored in orange Transition: The Schedules section is accompanied by the Resources panel, which allows you to customize the clinic and dates to display in the Schedules section. The remainder of the Tasks tab is set aside for Schedules and clinics/providers. You can see a Resources panel and a Schedules panel. From this section, you can view Clinic schedules by day, week, or month, and navigate between clinics and dates with ease. If it is a clinic with variable length appointments, you can CTRL+SELECT over multiple time slots to make longer duration appointments. From here, you can schedule appointments, create walk-in appointments, check in and check out, and more. Note the color key at the bottom of the Schedules pane. There are 5 different categories that indicate an appt status: New = White, Walk-In = Blue, No Show = Pink, Check In = Green, Check Out = Orange. Color is also used in the schedules to indicate a clinic’s appointment slot availability. The gray color indicates not available. White indicates available time slots. Transition: The Schedules section is accompanied by a calendar and a clinic/provider/clinic group search field, which allows you to customize the clinic and dates to display in the Schedules section. How This Benefits Users: Easy to navigate and find information

47 Slide 34: View Options and Schedules Panels
Script: Resources panel is part of the schedules section: Where the scheduler can select a schedule for a particular resource, which can be a clinic, provider, or clinic group Once you select that schedule, it is displayed in the schedules panel on the right-hand side. If a Veteran calls and requests an appointment, look up the Veteran, create an appt request, indicate the clinic and the preferred date and the clinic schedule will display to show you what’s available two days before and after the requested date to give the Veteran some options. To View Clinic Schedules: Type clinic name in the Clinic Schedules text box in the Resources panel. Select a Clinic Schedule from the dropdown. Select Open. Transition: How can you navigate the Schedules section? Resources: the resources panel is part of the schedules section. This is where the scheduler can select a schedule for a particular clinic, provider, or clinic group. Once they select that schedule, it is displayed in the schedules panel on the right-hand side. Schedules: the schedules shown in the schedules panel correlates to the selected Veteran in the request List or the resources’ schedules selected from the resources panel. So if a Veteran requests an appointment for the [say today’s date], when you click on that Veteran, you create an appointment request, indicate the clinic schedule you would like to see and the preferred date the Veteran has requested. The clinic schedule will display the [today’s date] and two days before and after that date to give the scheduler a window to provide some options to the Veteran. If it’s a future date the calendar will display to two days prior and four days after. If the desired date is in the past, it will open up to today’s date and six days in the future. A clinic schedule is opened specific to a Veteran when you select an open request from the RM (Request Management Grid ) or an appointment from the Pending Appointment window. You can search for a clinic by searching in the Clinic Schedules field, and the Schedules section will automatically populate with that clinic’s schedule. You can add the date to your search by selecting the date in the calendar view of the Resources panel. To View Clinic Schedules: Type clinic name in the Clinic Schedules text box in the Resources panel. Select a Clinic Schedule from the dropdown. Select Open. Transition: How can you navigate the Schedules section? How This Benefits Users: Can see multiple days at one time when looking to schedule a Veteran.

48 Slide 35: Schedules Display Features and Navigation
Script: Change the Arrangement for Clinic Schedule Grid display: Timescale displayed depends on the set up of the clinic selected in the Schedules section View Mode may be changed from week to day or month Day Used to view multiple clinics at once Week Used most frequently Month Timescale is set to 30 minutes by default so the clinic schedule is displayed in 30 minute time blocks. Whatever timescale a clinic is set up with, the schedule will display in those time blocks. Navigate by: Using the Forward and Back icons Steps covered in simulation. Transition: Selecting a certain date to view a schedule can be applied to not only clinics, but providers as well. To change the arrangement for clinic schedule grid display change the: The time scale displayed in the Arrangement section depends on the set up of the clinic selected in the Schedules section. If the time scale is set to 30 minutes, the clinic schedule is displayed in 30 minute time blocks. If a clinic was set up with a time scale of 15 minutes, the Schedule would display in 15 minute time increments. You may change the view mode from week to day or month in the Arrangement section or the Schedules panel. Just like with the Requests section, you can change the display of the Schedules section by Day, Week, or Month. You can then toggle to different dates simply by using the Forward and Back icons, respectively. They will move by the chosen unit (day, week, month). You will see this in action in a simulation a little later. Note to Instructor: Steps covered in simulation. Transition: Selecting a certain date to view a schedule can be applied to not only clinics, but providers as well. How This Benefits Users: Move between dates quicker

49 Slide 36: Viewing Schedules by Date and Resource Type
Script: Schedules can be viewed by : Clinic Clinic Group Provider Then By: Day Week Month Timeline Selecting a clinic, clinic group, or provider displays their schedule. If viewing clinic groups or provider schedules, check the Fixed view-size checkbox in the top right-hand corner of the Schedules calendar to give you a larger view of each. Transition: OK, let’s have some fun and simulate some of these activities right in VSE. By selecting a clinic, its schedule will display. If you select a provider, the provider’s schedule will display. To view provider schedules: Select Provider Schedules underneath the calendar. Start typing a provider’s name in the Provider field. Select a provider from dropdown menu. The provider schedule displays. You can see all of the clinics and clinic groups associated with that provider. Clinic Groups are created by Super Users to manage groups of similar clinics. To view clinic groups: Select the Clinic Groups section underneath the calendar. Start typing the name of the clinic group in the Clinic Groups field. Select a Clinic Group from the dropdown menu. Each of the schedules in the group display. When viewing clinic groups or provider schedules, the amount of tabs can limit your calendar view. If you want a larger view of each calendar, check the Fixed view-size checkbox in the top right-hand corner of the Schedules calendar. Then you may horizontally scroll to navigate across tabs. Note; however, that your column and row headers are not fixed in this view. NOTE: Schedulers will need to work with a supervisor if they want clinics grouped in a different way. Typically, your VAMC, once they have established an SOP for oversight of clinic groups, will solicit scheduler and provider input in the assignment and naming of clinic groups. Transition: OK, enough talking. Let’s have some fun and simulate some of these activities right in VSE. How This Benefits Users:

50 Slide 37: Log In and View Tasks Tab Information
Simulation: Logging into VSE is easy. Remember, you use your VistA ID and PW. Review Simulation and Scenario. Use VSE End User Training Simulation Guide to: Log in Filter the Request List Review the Tasks tab Point out simulation conventions: Yellow boxes are instructions Outlined yellow boxes are where you carry out the instructions Green outlines boxes are informational only Always press Enter after you input data Join your facilitator in overseeing the participants as they perform the simulation on their own. Transition: Great work! You have all successfully logged in and looked over the Tasks tab. Now I am going to take a minute and check in with you. I will display some questions for you to answer and let’s make sure everyone is clear about everything so far. Simulation: This simulation reviews one of the first things you will do in VSE: log in and view the information in the Tasks Tab. Use the same username/password as VistA. Scenario: You have arrived at work and need to log in to VSE. Your login information is the same as it is for VistA. Your access code is sched1234 and your verify code is Pa$$word1. You are interested in the schedule for the VSE Neurology Rose Clinic today 03/21/2016. First, I will go through the simulation, slowly, allowing for any questions you may have. Then, you will get a chance to practice this exercise individually. Does any have any questions before we start? Note to Instructor: Please refer to VSE End User Training Simulation Guide for Log In and View Tasks Tab Information simulation steps and instructor notes. Select the Simulation Exercise hyperlink on the slide. The simulation will load in Internet Explorer. Go through the simulation step-by-step and allow pauses for questions and/or comments from the schedulers. Instructor says: Now go ahead and practice it yourself. [Include specific direction as to how the schedulers will access the simulations.] Note to Instructor: Allow [minutes-minutes] for schedulers to complete the simulation. 5 minutes or less recommended for all simulations. Transition: Great work! You have all successfully logged in and looked over the Tasks tab. Now I am going to take a minute to check in with you. I will display some questions for you to answer and let’s make sure everyone is clear about everything so far.

51 Slide 38: Knowledge Checks 5-6
Script: Read the question and answers when they are displayed. If 2 or more participants answer a question incorrectly, reteach the topic. I will read you the questions and answers. Just let me know when you have an answer. Note to Instructor: Discuss any diverse answers. Reteach a topic if multiple people answer incorrectly. Repeat for question 6. ANSWERS: a (Consolidate Request List), b (Schedules), c (Pending Appointments), and e (Special Needs/Preferences) b. False Move to next slide without transition. User Benefits: Knowledge checks help the training team determine if the participants are unclear about any of the key points that relate to the objectives. If so, any confusion can be remediated on the spot. Answers: a (Consolidated Request List), b (Schedules), c (Pending Appointments), and e (Special Needs/ Preferences) 4b. False

52 Slide 39: Knowledge Checks 7-8
Script: Read the question and answers when they are displayed. If 2 or more participants answer a question incorrectly, reteach the topic. Transition: Great job, everyone! You are absorbing this very well! So let’s move onto the next chunk of information. We have finished reviewing the Tasks tab. If there are no questions, let’s get into the detail of how you create manage requests and schedule appointments. Repeat instructions and resolutions for questions 7 and 8. ANSWERS: 7. b. False (it includes Daily, Weekly, Monthly) 8. b (Social Security number), c (Last name followed by first name) and e (First initial of their last name and the last four digits of their SSN Transition: Great job, everyone! You are absorbing this very well! So let’s move onto the next chunk of information. We have finished reviewing the Tasks tab. Let’s get into the detail of how you requests and appointments. User Benefits: Knowledge checks help the training team determine if the participants are unclear about any of the key points that relate to the objectives. If so, any confusion can be remediated on the spot. Answers: 7. b. False (it includes Daily, Weekly, Monthly) 8. b (Social Security number), c (Last name followed by first name) and e (First initial of their last name and the last four digits of their SSN

53 Training Preparation and the Facilitation Kit
I will have my SU Trainer’s hat on the rest of this session today. To support the enhanced scheduling effort, we developed the VSE Super User Facilitation Kit. This Kit puts the whole training effort into context and onto a timeline. It guides you through preparing for the overall training event all the way through post- training skills review so you and your trainees can be assured of a successful experience. [Poll participants to determine how many have been using the Kit already. Ask them about their experience.] Transition: There are three major steps in the training life cycle: Preparation, Delivery and Follow-Up and we are going to be talking about all three this week. Today, we are going to focus on the Preparation phase. Thorough preparation is critical to delivering successful training. Some preparation may seem obvious, but it takes sequencing and organization to ensure that the trainee can return to his or her job and be productive.

54 Objectives: Prepare for Training
To prepare for training delivery: Describe your audience Communicate with your participants Personalize the training materials Coordinate training logistics Practice and ask for feedback To prepare for training delivery, there are several tasks that you need to perform. And you need to be sure that you understand each of them well. You will need to: Describe your audience Know who your audience is; look at the Training Tracking form with the MC POC and see what experience you can identify. Communicate with your participants Touch base with your participants before they show up for training; them and introduce yourself. Personalize the training materials VERY important. You will be doing this from this class forward. By the end you will feel you have written your first book! Coordinate training logistics Be sure you are familiar with the Classroom and Training Preparation you have in your Facilitation Kit. You have to coordinate getting the materials printed and in the classroom, prepare the classroom for training which may require coordinating with IT. You will want to make sure your calendar allows for the Hands-On Demonstration time. Practice and ask for feedback. Practice makes perfect. That is really true in this circumstance. Transition: Let’s get more specific about what you will be learning in this module of training.

55 What Will You Be Learning?
Training Preparation Identifying communication needs Understanding your target audience Owning your training materials Preparing the materials and classroom for training Delivering a smooth and polished training Familiarizing yourself with the competencies on which you will be evaluated after you receive training Understanding the evaluation process for each participant VSE Super User Facilitation Kit Primary Super User Tool List of all the critical tasks Timeline for performing each critical task VAMC POC vs Super User role Communication template Support tools to implement the timeline Timeline Classroom and Training Preparation Checklist Training Delivery Tips To accomplish a good outcome there are major areas of import requiring your focus. Communication with your training team and participants is critical to the success of the training. It is essential to understand the knowledge base of your particular training audience and train to that level. It essential from the outset that you understand the evaluation competencies and the process of evaluating participants’ abilities to return to their desks and perform their jobs successfully. Knowing the end goal from the beginning really helps people stay focused. Personalizing your training materials results in a much smoother and more effective delivery. Not having to concentrate on every word during delivery leaves you mental space to keep track of what is happening in your training room—who didn’t understand what was just said, are you losing people’s attention, is it time for a stretch and a cup of coffee? We are going to continually encourage you to work with your personal instructors guide until you are in your comfort zone. Some of you may have been using the VSE Super User Facilitation Kit already, some not. This Kit is your primary logistics support tool. It includes a checklist of all the critical tasks you need to perform broken out by weeks, prior to, during and after the on-site training as well as classroom and training preparation checklists. There is no need to invent the wheel at any point in this process. Every template, informational document, presentation you will need is included in this kit. The site MC POC is responsible for most training logistics. You are responsible for the training materials, the classroom preparation, and training and evaluating the end users. Transition: Let’s get a handle on is who exactly are your end users? We know they are schedulers and supervisors but let’s get more specific.

56 Understanding Your Audience
Know your schedulers: What are their backgrounds? What are their learning needs? What are their experiences with VA scheduling and VistA? What are their concerns and challenges? Remember: You are the expert If you had to describe your audience, what would you say? Think about the schedulers. The supervisors. How much do they already know about scheduling? Are they familiar with VSE? Did they attend the Lunch and Learn presentation? What are they looking to know more about? The more you know about your audience, the better you can speak to their strengths and develop their skills. Be sure to remember that you are the expert and should attempt to speak to VSE at a level that schedulers will understand and appreciate. Transition: Next let’s look at who is important to communicate with and why. Communicating with your participants is important not only for establishing a point of contact, but also for creating an open forum so they can feel comfortable asking you clarifying questions, requesting additional material, and raising any concerns.

57 Communicating with Your Trainees and Your Training Team
Communications should be: Timely Detailed With whom you communicate: Participants MC POC Supervisors Facilitators Participants: Introducing yourself, even virtually, in advance of the training event means your trainees will already be familiar with your name and hopefully be comfortable and excited to show up for class! If you did not meet them at the Lunch and Learn, make sure you know who will be attending training and drop a 2- sentence telling them you are looking forward to their attendance in class, or drop by their desk when you are in transit. After training, you may need to send out a reminder to any participants who did not successfully complete the Hands-On Demonstration. The template for this is in your Facilitation Kit. They cannot use VSE in production until this is completed and communicated to the appropriate people. It is assumed that you will be meeting regularly with the medical center point of contact to keep one another informed on progress. MC POC: Typically Super Users meet with the site POC weekly or on a regular basis. From these meetings you will be aware of the multiple pieces of communication that already took place or will take place between the MC POC and the participants prior to training. The first communication was to supervisors and management about eight weeks prior to the on-site training to notify them that training is coming to their site, and it will propose dates and times for training. The next communication was to inform the trainees about the Lunch and Learn presentation. This happened approximately four weeks before the training event and informed all interested parties of what is to come. Three weeks prior to the training event, the POC ed the trainees officially inviting them to training and sharing the specifics about the location, logistics, and preparation required. After training and the hands-on evaluation is complete, the participant’s supervisors need to be updated on their progress so they can schedule them back into production. Supervisors: So you will follow up with supervisors informing them of the participant’s completed assessments and trainee progress. Each Super User will be assigned facilitator(s) to assist you with logistics and practices during training. Facilitator(s): You will want to meet and coordinate with your facilitator(s) at least a week prior to class so they can be as useful as possible during the training event. Transition: OK, now let’s focus on preparation of the materials for a minute. Let’s look at the underlying educational design of the VSE End User Training.

58 VSE Instructor Guide Design
The VS course uses a three step method of effective instruction: Tell Me – Describe the goals and steps of the process Show Me – Demonstrate how to do the process Let Me Try – The trainees perform the process on their own We approach learning from the Tell Me, Show Me and Let Me base. These instructional materials are designed so first you will explain the concept and steps of the task, then you demo the task in a simulation, and finally the participant keystrokes the task using a simulation. You will find this is a very effective way for people to learn. The participant hears the information three times, sees it twice and keys it once. Transition: The End User Training materials already have this process embedded in them. However, you will want to customize the words in the materials to apply your own style.

59 Customizing the Training Materials
Be prepared to: Modify existing script Personalize and verbalize, personalize and verbalize again, …and again Adapt your approach as you get to know each group of participants Remember: No two classes are the same In the Instructor Guide, which we have been working with today, and you can see on the slide here, as I pointed out earlier, we have provided a short script on the right of the slide and a long script underneath the slide as a place to start figuring out what to say as you go from slide to slide in the training presentation. The long script gives you an idea of how we would say it. You will personalize this script with information about your site or your site policies. Remember, wherever you see brackets on the slide or in the script, customize it with your site specifics. Your job is to make sure you are a subject matter expert (SME) and can deliver the VSE information to a class. You will use your own style. It’s like writing your own story. You will use delivery techniques that are comfortable for you, maybe tell jokes, ask questions, give examples. Everybody’s style is different. You will be overlaying your style on the script. So you take the script and practice saying it out loud to another Super User several times. The mantra is practice, practice, practice. Then, because you are delivering classroom training, and you can’t walk around the room reading a script out loud, you will ultimately end up using the shorter, on-slide version of the key points to prompt you through the key topics. But if you have practiced it enough to be comfortable with your script it should roll off your tongue pretty easily. While the course content and practice exercises will remain the same, every class is different and will respond to your style of delivery in a different manner. You may have a group that enjoys your personal anecdotes, and therefore you should try to incorporate more stories as you go along. You may have a group that likes “show and tell,” and therefore you should try to incorporate more examples as you move through the material. No two classes are going to be the same and you must be flexible. Transition: Let’s play with this topic of personalizing your instructor notes a little.

60 Class Discussion: Considerations for Customizing
OPEN THE WHITEBOARD Keeping that idea of customizing your materials in mind: What things can you think of that would be specific to certain schedulers or certain groups of schedulers? How might you customize your training to fit their needs? How should you not customize your training? Remember, only change bracketed areas. Otherwise, use the script as is. For example, your site may not use some of the features being trained. You may want to get permission to remove them from your script. Take Veteran Appointment Request (VAR). Some clinics will be utilizing VAR and others won’t. Your script will have the information for utilizing VAR and a note to list clinics that would be using VAR, if applicable. This may vary from class by class. So you may need to change your presentation according to audience. Note: Address ideas as they are discussed. Use the Whiteboard or Easel to document the best ideas coming out of this brainstorm to distribute to the class. RETURN TO PRESENTATION Transition: OK, you have finished preparing your script to deliver the training. Let’s talk about how you get really, really good at actually training the end users. And that would be to practice, practice, practice.

61 Practice, Practice, Practice
Prior to facilitating training, you need to deliver your materials several times: During Super User Virtual Training With other Super Users During the Site Visit After Site Visit feedback is incorporated into your instructor notes Dry Run The “dry run” lets you know if you: Are completely confident and comfortable with the material Have all the needed technical equipment and know how to operate it Are clear on how to instruct your trainees to participate in activities, discussions, questions, etc. There are a four practice opportunities built into the timeline. Once during Super User training you will each deliver teach backs covering a piece of the material you learned in this training. As you deliver and listen to others deliver you will lay your own style over your instructor notes, WITHOUT EVERY CHANGING THE SCRIPT CONTENT. later you will practice sections of the materials with each other to make sure they sound logical and are easily understood. During the Site Visit you will be practicing delivering your training Day 1, deliver pieces of the training to real end users Day 2, and finally you will want to schedule a dry run which is a complete presentation of the materials with someone who is qualified to provide feedback and advice. So prepare to throw yourself into learning to deliver training. Own it! You are good and you want to share this information with an audience who needs it to keep doing their jobs. Transition: The next consideration is how are you going to evaluate your participants to ensure that you have been successful? That users can go back to their desk and perform their job successfully? And, to the same end, how are you going to be evaluated to ensure you deliver the best training to your participants?

62 Competency Checklists and Hands-On Demonstrations
Evaluation Criteria: Super User Competency Checklist End User Hands-On Demonstration Note to Instructor: Make sure everyone has a copy of both these checklists in hand. Let’s look at how both you and the end user will be evaluated. Super Users will be scored against a Super User Competency Checklist: It is always important to know the criteria by which you will be evaluated before starting a task or project. It is important for you, the Super User, and for your participants. So, let’s take a minute here and introduce you to the Super User Competency Checklist so you will know going forward, the criteria that will be used to evaluate how well you learned and applied the information provided in this training. Be motivated to ask questions. Own the responsibility to leave here knowing what you need to know to be a good trainer of VSE. [Group discussion to review and discuss the Checklist – 10 minutes maximum: Give Super Users a minute to review the Competency Checklist. Then ask for questions. If there are none, ask them if this is the criteria they would have expected. Ask them how they feel about the checklist.] Hands-On Demonstration: We don’t really want to talk about competencies with end users. We want to focus them on getting to the point that they can competently and comfortably resume their scheduling job in production. So the evaluation process for the end user focuses less on words than on keystrokes and understanding when, why, and how to perform a task in VSE vs VistA. Pull out that copy of the Hands-On Demonstration Checklist we were talking about earlier that will guide you through the hands-on evaluation of how well a scheduler can perform the essential tasks. [Group discussion – 10 minutes maximum: Give the Super Users a minute or two to review the Hands- On Demo Checklist. Ask for questions or clarifications. Talk to the fact that this checklist is also part of what the Super Users will be demoing for the hands-on part of their evaluation.] Transition: Training Logistics are your next preparation consideration.

63 Training Logistics Every class requires some preparation before the students arrive Your responsibilities include making sure: The classroom is correctly set up The equipment is functioning You have all the necessary materials Use the Logistics checklist in your Facilitation Kit to make sure you are fully prepared You are responsible for making sure the specific materials are printed and in the classroom the day of training. You are responsible for working with IT to make sure your computers are set up and working in the training room. You will want to stage the classroom to make sure everyone can see you, see the white board or easel. There is a nifty Quick Reference called the Classroom and Training Preparation Checklist. This is part of the Super User Facilitation Kit. Print it out and go through it thoroughly! It is chock full of information and will help you not let anything fall through the cracks. Transition: Now I am going to take a minute to check in with you about the training information. I will display some questions for you to answer and let’s make sure everyone is clear about everything so far.

64 Knowledge Checks TTT 1 and 2
Which of the following is not included in the Facilitation Kit? Quick References Instructor Guides Medical Center POC Checklist Super User Timeline and Task Checklist VSE End User Training presentation To prepare for training, you:: Incorporate site policy in your instructor notes Deliver the training to others Include recommended VA business practices in your instructor notes Practice, practice, practice for clarity Incorporate your humor and stories in your instructor notes All of the above I will read you the questions and answers. Just let me know when you have an answer. Note to Instructor: Discuss any diverse answers. Reteach a topic if multiple people answer incorrectly. Repeat for question . ANSWERS: c. Medical Center POC Checklist f. All of the above Move to next slide without transition.

65 Knowledge Checks TTT 3 and 4
The Super User Facilitation Kit contains a Classroom and Training Preparedness Checklist and Classroom Training Tips. True False The Super User is responsible for communicating with which one of the following groups? Participants Medical Center Point of Contact (MC POC) Scheduling supervisors Classroom facilitators All of the above None of the above I will read you the questions and answers. Just let me know when you have an answer. Note to Instructor: Discuss any diverse answers. Reteach a topic if multiple people answer incorrectly. Repeat for question 12. ANSWERS: 3. a. True 4. e. All of the above Transition: Well, you have gotten a good dose of training preparation information! With preparation you will all do splendidly, trust me. Now let’s put all these concepts into action!

66 Day One Recap and Q&A Today we learned how to:
Optimally engage in this Super User training Introduce VSE to end users Use the Tasks tab Prepare to deliver VSE End User Training We covered a lot of information today. We learned how to: Optimally engage in the Super User training Introduce end users to VSE Use the Tasks tab Prepare to deliver VSES End User Training Transition: Are there any outstanding questions? Great. Let’s talk about Teach Backs.

67 Assignment of Teach Back Topics and Break Out Groups
You will each prepare a Teach Back that you will deliver to a group by the end of class, starting tomorrow. Assignment of Teach Back Topics and Break Out Groups

68 Teach Back Purpose Provides an opportunity to deliver training with knowledgeable people observing Provides an opportunity to contribute constructive and helpful feedback about your training in a safe environment Provides the observers with an opportunity to evaluate different training styles of delivery from which to select for their own training scripts Teach Backs are a really great strategy to give you an opportunity to deliver some training while being observed by VSE SMEs, knowledgeable trainers and knowledgeable users. It is a safe environment to give it a try and get some constructive feedback. And, if you are not training, you have an opportunity to observe different ways of approaching and verbalizing topics and can take notes in your own materials. Transition: Let’s look at the format for the Teach Backs in this class.

69 Teach Back Format Topics assigned to six trainers each day
Slide #s from the SU class manual provided so you will know precisely what section of the end user training you are being expected to Teach Back Class broken into two groups; three Teach Backs in each group per day ½ of class moves to a different Lync session, run by the VA facilitator ½ of class performs Teach Backs in this session Duration of Teach Backs is 20 minutes At the end of 20 minutes you will be interrupted if not finished and feedback will begin Duration of feedback by co-participants, trainer, and facilitator is 10 minutes Enter feedback on the Lync Whiteboard while the training is being delivered Each participant in the group will be expected to add his or her feedback to the Whiteboard for each Teach Back There are up to 18 people in each class so we have to break into two groups for everyone to get an opportunity to practice. Half the group will stay in this Lync session, half will move, with the facilitator, to another Lync session for Teach Backs. You will present your assigned topic for 20 minutes, we will stop you there and there will be 10 minutes of feedback which will be captured on the Lync Whiteboard. Each observer will provide feedback on one or more areas of the training directly on the whiteboard. You can ask questions of the observers to clarify any comment. Transition: We have looked at the process for the Teach Backs, now let’s talk about the guidelines for delivering Teach Backs.

70 Teach Back Guidelines Prior to Teach Back, know your materials
Mark up your instructor notes with your style; each iteration should be clearer and more reflective of your personality and teaching style. Consider everything that was trained in the session when preparing to Teach Back If you are observing, you are anonymous when you contribute feedback on the Whiteboard so be honest, constructive and respectful If you are delivering, be open-minded about the feedback and glean ways to improve your training Strive to incorporate earlier feedback in each Teach Back There are several guidelines about Teach Backs. Trainers: You need to prepare to Teach Back. You can’t come in unprepared. During that preparation, own your materials with your own style. Take into consideration everything that was trained to date when preparing to Teach Back. Be open minded about receiving feedback! Listen carefully, knowing the intent is to assist and really give it consideration; adjust your delivery approach, and use it to be a better trainer. Active Observers: Those of you giving feedback, be honest and constructive. It is a great opportunity for so many people to take the time to observe you train and tell you the pros and cons of your delivery. That is the kind of information people pay for. Each Teach Back, after this training, should get better and better; keep upgrading your materials as you go. Own them. Transition: OK, you know how Teach Backs work. Let’s look at the assignments for the remainder of class.

71 Teach Back Topics and Break Out Groups – Day 2
Topics – End User IG Introduction to VSE (2- 20) The Tasks tab – Veterans Information and Requests Section (21-32) The Tasks tab – Schedules Section ( ) Groups Group 1 Name Name Group 2 Note: [Groups should be filled in on this slide prior to virtual session.] Your teach backs will vary in topic, but should each consider everything we’ve discussed today. You can see your teach back assignments on the screen. Please take a moment to write them down. Each of you will have the opportunity to teach back once during this training. The Teach Back assignments are on this slide for Day 1, next slide for Day 2, and next slide for Day 3 and 4. Note to Instructor: Display all three slides so participants can write down their assignments. Does anyone have any questions about their assigned topic? Any questions? Note: Answer questions and rearrange teach back topics, if necessary.

72 Teach Back Topics and Break Out Groups – Day 3
Topics – End User IG Create an Appointment Request (40-45) Scheduling an Appointment, Viewing Clinic Groups, Managing No Shows, Alerts (46-52) Managing Walk-Ins, Managing check Ins, Scheduling a Multi-Book (53-61) Groups Group 1 Name Name Group 2 Display this slide long enough for participants to write down their assignments, then go onto the next slide, Day 4 assignments.

73 Teach Back Topics and Break Out Groups – Day 4
Topics – End User IG Managing Recall Reminders, Canceling Requests and Appointments (62-71) Managing the EWL, Managing Consults, Changing Appointments (72-83) Systems Tab, Reports Tab, Closing (84-102) Groups Group 1 Name Name Group 2 OK, folks, that wraps up Day 1. We have covered a lot of material today. Be sure you wrote down your Teach Back assignment so you can start to prepare to deliver. That is a really important step and the more prepared you are the more valuable the feedback will be when you Teach Back. Any questions before we break? Then see you tomorrow!

What is VSE in the VA?

What is the minimum necessary effort that should be made for contacting patient to schedule for a non mental health appointment?

What application is used to process VA online scheduling appointments?

What is a time sensitive appointment at the VA?