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Operations and Patient Safety for Healthcare IT Staff
  • Level Foundation
  • Duration 7 hours
  • Course by Johns Hopkins University
  • Offered by

About

Now that you've been introduced to the world of Health IT and the important role played by electronic health records (EHRs), we'll focus on other technologies that play a role in maintaining ongoing operations in healthcare. Telemedicine, patient portals, barcode scanners, printers, and medical devices are just some of the technologies that impact providers and patients. As an IT support specialist, you’ll be asked to troubleshoot issues with a wide variety of tools. You'll see a scenario with a medical device installation where issues related to IP addresses, networking, and MAC addresses come up. When there are disruptions in technology, you’ll need to use training, tip sheets, and problem-solving skills to determine how best to handle the situation. Supporting a high reliability organization means being familiar with the existing processes and protocols for handling calls, creating tickets, escalating issues, and resolving matters. We’ll introduce you to the concept of self-service tickets and the guidance given to hospital staff on how to submit a ticket. You’ll learn about the different priority levels for tickets as well as the tiers of IT support. When a call comes in, there are some important resources you’ll need to access in order to troubleshoot the problem. These can range from standard question templates to tip sheets to complex matrices and knowledge base articles (KBAs). Having these tools in your arsenal is essential as a Health IT support specialist. We‘ll also cover the JIRA process, the need for excellent documentation, and ways in which requests for change are communicated.

Modules

Beyond the EHR

    • 6 Videos
    • 5 Readings
    • 1 Assignment
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1 Assignment

  • Module 1 Practice Quiz

6 Videos

  • Introduction to Telemedicine
  • Telemedicine and COVID-19
  • Troubleshooting Telemedicine
  • What Are Patient Portals?
  • Behind the Scenes: IT Support for Patient Portals
  • Behind the Scenes: Medical Device Installation

5 Readings

  • Appendix A: Telehealth Definitions
  • HealthIT.gov: What is a Patient Portal?
  • What is a Medical Device?
  • LAN: Definition
  • Wireless LAN: Definition

Operational Needs in Health IT

    • 6 Videos
    • 1 Assignment
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1 Assignment

  • Module 2 Practice Quiz

6 Videos

  • Self-Service Ticketing Systems
  • Ticketing Systems in Healthcare: Priority Levels
  • Tiered Support: Levels 1, 2, 3
  • Help Desk Tip Sheets and Knowledge Base Articles
  • Printer Problems in Healthcare
  • Barcode Scanners and Patient Wristbands

JIRA and Documentation

    • 5 Videos
    • 1 Readings
    • 1 Assignment
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1 Assignment

  • Module 3 Practice Quiz

5 Videos

  • What is JIRA?
  • JIRA Process and Documentation
  • JIRA Tickets and Change Requests
  • Scheduled and Unscheduled Downtime in Health IT
  • Downtime Procedures

1 Readings

  • Plan B: A Practical Approach to Downtime Planning in Medical Practices

Health IT and Patient Safety

    • 5 Videos
    • 4 Readings
    • 2 Assignment
Show info about module content

2 Assignment

  • Module 4 Practice Quiz
  • End of Course Quiz

5 Videos

  • What is a High-Reliability Organization?
  • Health IT and Patient Safety
  • Checklists for Health IT and Patient Safety
  • Medical Errors and Patient Safety
  • What is a Sentinel Event?

4 Readings

  • High Reliability
  • Checklists in Healthcare
  • Adverse Events, Near Misses, and Errors
  • Sentinel Events

Auto Summary

"Operations and Patient Safety for Healthcare IT Staff" is a foundational course in the Health & Fitness domain, designed for IT support specialists. Led by Coursera, this 420-minute course dives into essential healthcare technologies like EHRs, telemedicine, and medical devices, emphasizing troubleshooting and maintaining high reliability. Learners will master handling disruptions, creating and escalating tickets, and utilizing resources like KBAs and JIRA. Subscription options include Starter and Professional plans, making it ideal for those looking to enhance their Health IT support skills.

Ashwini S. Davison, M.D.
Instructors

Ashwini S. Davison, M.D.

Sylvia Devlin, (R) (M) (QM), CIIP
Instructors

Sylvia Devlin, (R) (M) (QM), CIIP