Norton Healthcare Improving Compliance Reporting and User Experience
Norton Healthcare started as a modest, faith-based not-for-profit healthcare system in Kentucky with more than 12,500 employees at 5 hospitals, 13 Norton Immediate Care Centers and 90 physician practice locations. The organization has become a leading healthcare provider with some of the most advanced technologies and well-trained physicians nurses and staff.
Norton Healthcare has been nationally recognized for transparency in quality reporting and quality of care. They offer a wide range of comprehensive services including cancer, orthopedics, cardiovascular, neurological, pediatrics and women’s services via more than 140 locations and have over $1.5B in annual revenue.
As a regulated healthcare provider, compliance and reporting on staff training to multiple groups including the Joint Commission and the American Nurses Credentialing Center had become a burden. Norton Healthcare’s learning management system (LMS) required complex workarounds to produce necessary reports, which consumed staff time and resources and was a distraction to their core mission of providing quality healthcare.
Additionally, Norton Healthcare staff found the previous LMS not only difficult to use, but also incapable of meeting their need for mobility in such an on-the-go and on-demand learning environment.
The search for the best solution
As Norton Healthcare’s compliance and user needs had long exceeded the capabilities of their previous LMS, they embarked on an initiative to identify a new provider. They needed a market-leading solution that was capable not only of delivering the robust learning and training their teams desired, but also the comprehensive reporting and audit trails required by regulators and credentialing agencies.
Norton Healthcare began their search by compiling a list of “must-have” functionality to meet their compliance needs and improve usability, as well as a variety of innovative new tools and features expected in a market-leading LMS. Norton Healthcare then held system reviews with the eLearning Development department. They later expanded the effort to include input from other teams such as executive management, nursing staff, end-users, information technology, and human resources. Their goal was to conduct a comprehensive system review that considered the needs of all LMS stakeholders across the organization.
The final list of “must-have” functionality from stakeholder input included:
- Easy system access including Single Sign On (SSO) to give learners direct access and the ability to take training from any location, including home
- Audit trail to maintain an irrefutable record of administrative actions performed in the system, such as changes to course completion and enrollment status
- Isolation of courseware to prevent the creation of new sessions with outdated class information
- Learning options such as synchronous and asynchronous learning, web-based training (WBT), mobile and social learning
- Exceptional user experience to keeps users engaged and coming back for additional learning
- Robust and simplified reporting to save time and meet all regulatory requirements
- Self service and notifications to allow users to easily register for learning and receive reminders of their learning requirements
- Historial data of user learning and certifications from both the previous LMS and the new system for reporting continuity
- Data security to ensure the safety of proprietary resources and user information
Stakeholders also indicated a number of “nice-to-haves” that they would like to see in a new LMS, such as the ability to drop WBT courses begun in error, tracking of external courses, formal training for top level administrators, social learning and mobile device support.
The end project would also include the movement of years of historical learning and compliance data— several million records—from the old LMS to the new solution. After extensive system reviews, Norton Healthcare selected NetDimensions LMS as the LMS that would most effectively meet their needs, efficiently support their mission and meet both compliance needs and user demands
Norton Healthcare debuted NetDimensions LMS to the organization with a series of preview parties to familiarize staff with the new system’s powerful functionality. Norton Healthcare also created two web-based courses for a more in-depth, hands-on overview of the system.
Thanks to this aggressive roll-out and the user-friendly experience of NetDimensions LMS, Norton Healthcare immediately saw a decrease in both the number of learner complaints and help desk requests. More importantly, they saw an increase in user adoption of the learning system and a rise in the number of end-users completing courses. Administrators and end-users have reported increased satisfaction in the system and Norton Healthcare has been able to deliver more learning using fewer staff resources.
Administrators are now able to quickly collect training data and produce reports for the Joint Commission and other regulatory agencies with considerably less effort than previously required. Managers can access learning analytics that provide granular reporting and observe end-users’ learning and training behaviors.
NetDimensions LMS’ flexibility and capabilities deliver a more individualized and personalized training experience. And that helps Norton Healthcare better fulfill their commitment to the care of their patients and the community.
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