KEYWORDS:
Progress Monitoring, Customer Satisfaction, Registry Deployment
BACKGROUND:
Successful deployment of Immunization Registries requires thorough understanding of the components and its impact on the sites. In the support of registries across Upstate New York, Partners in Health Systems has learned that it takes many different resources to make the registry effective in the provider's environment. The goal of the registry is to have the application be part of the day-to-day administration of immunizations. It is through a consistent effort on the part of the registry staff, and in partnership with participants, that this goal is achieved.
OBJECTIVE:
To illustrate processes developed to facilitate the integration of the registry and to monitor customer satisfaction and overall program performance at the provider's office. Through these activities, achieve heightened use and awareness of the registry application, and of the registry as a programmatic tool.
METHOD:
As a result of routine interaction with registry participants and based on their feedback the following processes have been put into place; post installation follow up and evaluation, care calls, and routine user meetings with newsletters. Additionally, the depth of support necessary warranted the creation of an Account Management team whose primary responsibility is to monitor and promote the registry at the provider's office. .
RESULT:
By using customer satisfaction and integration of the application as benchmarks, PHS has developed methodologies to enhance provider participation as more then a data collector.
CONCLUSION:
Success of a registry depends 100% on its end users. The development of solid support structures are critical to ensuring success.
LEARNING OBJECTIVES:
To better understand how continued and varied support with evaluation mechanisms can provide a registry team with tools to improve processes, as well as increase use.
Back to HELP! -- Marketing the Registry Through Support
Back to The 2003 Immunization Registry Conference (October 27-29, 2003)