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Dispatch is carefully implemented on units to ensure all operational, behavioral, and technical needs are in sync. We work first by preparing units for the change through training and enablement efforts, then slowly integrate Dispatch into the everyday workflows of the care staff, and conclude our implementation by installing patient tablets to connect the system.
Each step of the way, Dispatch will coordinate with Unit Management to ensure they are ready for the next phase.
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There are 3 critical period of time in which we focus on bringing Dispatch to a unit.
| Phase | Description | Milestones | Typical Time to Complete |
|---|---|---|---|
| Preparation (Initial Training & Enablement) | Dispatch will provide communication guidelines, trainings, and enablement resources to unit management. |
Unit Management, with the support of Dispatch, will help communicate the upcoming implementation of Dispatch and generate awareness of the change.
Dispatch will work closely with unit management to assess tailored changes for greatest success (e.g. create custom request lists for a unit’s patient population).
When possible, Dispatch team will attend daily huddles, UPC meetings, and staff meetings to drive awareness. | - Unit Management are provided all resources they need to confidently announce Dispatch.
Dispatch has attended huddles and other staff meetings to drive awareness and answer any questions/concerns.
Dispatch is configured in a way that is ideal and operational for Phase 1. | Minimum 1 - 2 weeks | | Phase 1 | Units will operate Dispatch without any patient tablets live on the unit.
Patients will continue to make requests via the call light. Staff will input these requests on behalf of patients using the Dispatch Hub tablet, routing them to the care staff accordingly.
The purpose is to empower PSS/Unit Secretary staff to comfortably turn requests from the call light into Dispatch requests, and for care staff to understand the workflow and associated change of receiving requests and responding from the Dispatch application. | - Hub Tablet for PSS/Unit Secretary and Dispatch App are properly installed on the unit.
Expected volumes and consistency of requests are being made by PSS/Unit Secretary staff.
Requests are being dispatched and completed by care staff in the Dispatch application. | 2 weeks | | Phase 2 | Dispatch will install patient tablets for each bed on the unit. Patients will be able to make requests freely on their tablets instead of using the call light.
Staff will be enabled to orient patients to the tablet effectively and efficiently. | - All beds have a patient tablet installed on the unit.
Staff are trained and enabled on how to orient patients to their tablet.
Operational workflows to maintain patient tablets are set and communicated - how and when to swap batteries (if applicable), troubleshooting tablets, etc. | 1 - 2 weeks |