Organizational Change Management:

The Role of Communications in Epic Implementation and Refuel Success 

Our previous editions discussed the importance of change leadership and communication strategies in successful organizational change management (OCM) for Epic implementations and refuels. To further navigate the turbulent waters of change, this third article delves deeper into specific communication techniques that can be used to promote effective change management.

Effective Communication Techniques

• Clarity and Consistency: An Epic install will introduce technical language and acronyms that make meaning for some, but not all. Messages about the change should be clear, jargon-free, and consistent across the organization to prevent misinformation and confusion. Clear communication about specific Epic modules, such as EpicCare Ambulatory or Epic's MyChart, ensures all stakeholders are on the same page.
• Engagement and Feedback: Encourage open dialogue and provide multiple channels for employees to provide feedback on the change. This could include surveys, town hall meetings, and suggestion boxes. For instance, after the implementation of the Epic Hyperspace interface, gathering user feedback can help identify areas needing further training or adjustment.
• Multiple Channels: Use various communication channels to reach all employees. Some potential channels include emails, intranet updates, meetings, chat features, and even social media. Regular updates via Epic's internal tools, such as Secure Chat, can help maintain engagement.
• Visual Aids: Complex information can be made more understandable and digestible by using visuals such as infographics, charts, and videos. Visuals explaining workflows can be particularly helpful.
• Storytelling: Share success stories and case studies that illustrate the benefits of the change. This can humanize the change process and make it more relatable to employees. Consider highlighting successful go-lives of Epic’s EHR at other healthcare facilities, which can serve as motivational examples.

Additional Considerations

While the above communication techniques provide a strong foundation, it’s important to tailor communication strategies to the specific needs of the organization and the change initiative. This may include considering factors such as:

• The size and complexity of the organization
• The culture of the organization
• The level of employee resistance to change
• The specific Epic implementation or refuel program being undertaken

For example, a large hospital system implementing Epic's Resolute Billing module might need a different communication strategy than a small clinic rolling out EpicCare Inpatient. Understanding the unique aspects of each implementation allows for more effective communication planning.

By considering these additional factors, organizations can develop communication plans that are more likely to be successful.

Effective communication is essential for successful organizational change management. By following the tips outlined in this article, and considering the additional recommendations from Talent Groups, organizations can ensure that their employees are informed, engaged, and supportive of the change initiative.

At Talent Groups, we use our expertise and experience to provide tailored solutions that empower organizations to navigate change effectively. To learn more, please contact us, and let’s partner for effective change management