Five Moments of Training Need

During a recent professional development day, I read part of Innovative Performance Support: Strategies and Practices for Learning in the Workflow by Bob Mosher and Conrad Gottfredson. They introduced “Five Moments of Need” and reviewed different instances where staff need training, both formally and informally. The goal is to become proficient in workflow as opposed to passing quizzes. As the Epic training manager, I was glad to know we are on the right track and that we have training available to meet each moment of need at DFCI. Hopefully in the future we can expand on the informal training opportunities with more videos and quick tips and tricks.

I’ve outlined the “Five Moments of Need” below and what types of Epic training is available for each need.

1. Learning for the first time

This is information that has never been seen before. Our new hire classes and eLearnings focus on building new skills and giving an overview of the system. We try not to overwhelm with information, instead focusing on the basics. On functionality vs workflow.

2. Expanding your knowledge

This training builds upon what you’ve learned in new hire training. It’s more specialized focusing on personalization and efficiency tips and tricks. Since this is elective training, we try and offer a variety to meet what staff are looking for. There are short videos and tip sheets posted online. We also offer classes like chart review and SmartTools via Epic Academy. Clinical staff can sign up for 1:1 efficiency training with an Epic trainer. All can be found on the DFCI Epic Training and Communications SharePoint or by emailing the Epic Training Team

3. Applying what you’ve learned

Contextualizing what you’ve learned in class can be difficult. For Epic training, we try to include on hands examples wherever possible to help staff apply what they’ve learned. There is also the Epic Playground, which is a platform where you can practice without impacting real time data. Peer/Manager support, as well as 1:1 sessions with Epic trainers, are available for additional questions.

4. When things change

This type of training is different than learning new concepts or expanding your knowledge. It can be challenging because you already know how to use the system and need to unlearn what you know to relearn it in a new way. Instead of sitting through a whole course, focusing in on what has changed and showing the before and after is most effective. Epic has monthly updates, as well as larger upgrades throughout a year. The changes are communicated out via email to all staff members and are posted online on the DFCI Epic Training and Communications SharePoint . Managers should encourage staff to review the changes.

5. Solving a problem

This is a more immediate need. What can I quickly look up to help solve a problem that I’m having? This could be asking for support from a peer, manager or SuperUser in your department. There are also a variety of Tip Sheets available online or you can call the HelpDesk for support. There is a DFCI HelpDesk specifically for Epic called 5-Epic (857-215-3742).

References:

B. Mosher & C. Gottfredson. (2011) Innovative Performance Support: Strategies and Practices for Learning in the Workflow. MacGraw-Hill Companies.