Electronic health record implementation: The people side of change

Author's Biography

Heidi L. Borgwardt is a senior health systems engineer in the Department of Management Engineering & Internal Consulting at Mayo Clinic, USA. She has more than 12 years of experience in quality and process improvement, change management and electronic systems implementation across various healthcare delivery settings. She has a Prosci Change Management Practitioner certification and recently led the readiness activities strategy for Epic electronic health record–revenue cycle management (EHR–RCM) implementation at Mayo Clinic. She holds a Bachelor of Business Administration in Management and Information Technology and a Master of Arts in Servant Leadership from Viterbo University in Wisconsin, USA. She is pursuing a Master of Healthcare Administration from Pennsylvania State University.

Catherine T. Botz has 30 years’ experience, of which 23 years has been spent at Mayo Clinic helping teams, managers and leaders improve how they do their work together. She has a Master of Education in Human Resources Development and Adult Education from the University of Minnesota, USA. She also has certifications in Real Colors (NCTI, Inc), Everything DiSC (John Wiley & Sons, Inc), Aubrey Daniels Performance Management (Aubrey Daniels International, Inc) and Prosci Change Management to help drive improvement on the people and the process sides of performance. She is a human resources senior adviser and has achieved the academic rank of instructor in the Mayo Clinic College of Medicine and Science, USA. She instructs and coaches others on application of quality improvement science, facilitation of successful change and building strong multidisciplinary teamwork. Her focus was driving readiness of change agents for the Plummer Project.

Julie M. Doppler is a principal health system engineer in the Department of Management Engineering & Internal Consulting. She has been at Mayo Clinic, USA, for 12 years and has more than 20 years of experience in quality and process improvement, business processes, continuous improvement methods and change management. She has an American Society for Quality Six Sigma black belt certification, a performance management certificate through Aubrey Daniels International, Inc and a Prosci Change Management Practitioner certification. She was one of the leads for the Mayo Clinic change management strategy for Epic EHR–RCM implementation. She holds a Bachelor of Science in Mechanical Engineering Technology from Purdue University in West Lafayette, Indiana, USA, and a Master of Healthcare Administration from the University of Minnesota, USA.

Brenda I. Elthon is a principal health systems engineer in the Department of Management Engineering & Internal Consulting at Mayo Clinic. She has 40 years of experience in business operations and electronic transaction development and implementation. In her current role, she supports the clinical practice on strategy, business operations, system implementations and change management initiatives. She was the lead for the enterprise change management strategy for Epic implementation at Mayo Clinic. She holds a Bachelor of Science in Business Administration from Minnesota State University, Mankato, Minnesota, USA.

Victoria P. Hansen is a senior health systems engineer in the Department of Management Engineering & Internal Consulting at Mayo Clinic. She has 25 years of experience in business operations, process improvement and organisational transformation. In her current role she supports the clinical practice on strategy, business operations and business system implementation and change management initiatives. She holds a Bachelor of Science in Business Administration from Oglethorpe University in Atlanta, Georgia, USA, and a Master of Science in Healthcare Informatics from the University of Central Florida, Orlando, Florida, USA.

Jan C. Jasperson is a section head in the Department of Management Engineering and Internal Consulting (ME&IC) at Mayo Clinic. She is responsible for driving short-term and long-term strategic and operating plans that support Mayo Clinic’s strategic plan. Currently, she leads a large team of health systems engineers and project managers on one of Mayo Clinic’s largest initiatives to transition to a single-instance integrated electronic health record and revenue cycle management system. Jan is partnering with internal and external consultants to create the framework and lead the change management and communications efforts necessary to support change readiness activities for this transformational project. Previously, she worked in the neurological and neurosurgical intensive care unit as a registered nurse and nurse manager within the Department of Nursing at Mayo Clinic. She has been appointed Assistant Professor of Health Care Systems Engineering in recognition of her scholarly activities for Mayo Clinic. Jan is a member of HIMSS, has presented at local and national conferences, held the position of adjunct faculty at Saint Mary’s University and published in peer-reviewed journals on clinical topics in the field of neurology and neurosurgery as well as in the area of electronic health records.

Jeffrey J. Larson Keller has worked at Mayo Clinic for 31 years and is Assistant Professor of Healthcare Administration and Senior Transformation Adviser, for which he considers his trade the listening to and engaging of others to accelerate change. He is a catalyst for building change capabilities across Mayo Clinic. He spends much of his time supporting enterprise change and training and mentoring change practitioners across the organisation. He has broad experience in dialogue-based participatory processes and specialises in organisational change management, meeting management, conflict resolution and authentic leadership. Mr Larson Keller, who has a Prosci Change Management Practitioner certification and is a Prosci Certified Advanced Instructor, is a founding member of the Association of Change Management Professionals. He holds a Master of Arts in management from Saint Mary’s University in Minnesota, USA, and a Bachelor of Science in Statistics from Iowa State University, USA.

Sonia C. Martindale-Mathern is a senior principal health systems engineer in the Department of Management Engineering & Internal Consulting at Mayo Clinic. She has 20 years of experience in strategic planning, systems implementation and organisational transformation. In her current role she supports the clinical practice on strategy, business operations, and Epic EHR–RCM implementation and change management initiatives. She has a Prosci Change Management Practitioner certification and was recently a lead for the enterprise change management strategy for Epic implementation at Mayo Clinic. She holds a Bachelor of Business Administration in Health Services from the University of South Dakota, USA. She also holds a Master of Health Administration and a Master of Business Administration, both from the University of Iowa, USA.

Karen J. Reinschmidt MS, is a senior health systems engineer in the Department of Management Engineering and Internal Consulting (ME&IC) at Mayo Clinic. She has more than 30 years of experience in healthcare documentation, clinical operations, quality and process improvement. In her current role, she supports the clinical practice on strategy, business operations, patient safety improvement projects and Epic (EHR/RCM) implementation and change management initiatives. Karen is a certified Prosci change management practitioner and lately led the provider adoption strategy for Mayo Clinic’s Epic implementation. She holds a bachelor’s of science in management and a master’s of science in health information management.

Archana S. Shinde is a senior health systems engineer in the Department of Management Engineering & Internal Consulting at Mayo Clinic. She has a Bachelor of Dental Surgery from Goa Dental College and Hospital, in India, and a Master of Healthcare Administration from the University of Minnesota, USA. She has 16 years of healthcare exposure with experience in systems engineering, consulting, process improvement, change management and Epic EHR–RCM implementation. She has worked on several large implementation projects that have involved thousands of employees across multiple sites at Mayo Clinic. She is an instructor of healthcare systems engineering, awarded in recognition of her scholarly activities for Mayo Clinic, and has a Prosci Change Management Practitioner certification.