When a large health system embarked on implementing Epic’s Beaker Module, leadership knew success would require more than a strong technical build. The rollout affected not only laboratory staff, but also nurses, physicians, and phlebotomists who relied on accurate ordering and collection workflows. Ensuring these diverse groups were aligned and confident in new processes presented a significant change management challenge.
To address this challenge, our team partnered with the organization to deploy a holistic strategy focused on three critical components: training, change management, and at-the-elbow support. Together, these elements would prepare staff and ensure confidence at the moment of go-live.
From the start, expectations were high. The project had the “trifecta” status, which meant seamlessly combining training, readiness, and real-time support. Credentialed trainers led structured sessions to prepare end users, while super users and at-the-elbow resources guided clinicians and lab teams through new workflows during go-live.
Change management was treated as a core driver of success and operational readiness. A dedicated lead and readiness specialist designed and executed a communication strategy that spanned multiple touchpoints: surveys, screensavers, flyers, meeting updates, and roving demonstrations. These efforts ensured consistent awareness and engagement across the organization, reducing uncertainty and boosting confidence ahead of go-live.
Finally, at-the-elbow support tied everything together. A project leader stated, “We stand at the elbow with end users at go-live, pulling from the knowledge and resources built through training and change management to give them the best possible experience.” This collaboration across teams ensured that issues were anticipated and resolved quickly, helping the organization stabilize rapidly after activation.
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Key training and support highlights included:
The integrated approach paid off. Laboratory teams gained the skills to manage workflows with accuracy and efficiency, while nurses, physicians, and other clinical staff were better equipped to order and process lab samples correctly. By uniting technical build with organizational readiness and user support, the health system achieved a smooth go-live and accelerated adoption of Beaker.
One of our project leaders emphasized, “The development of the technical build is only one aspect of implementation; it is comparable to just one component of the process. For an organization aiming to achieve a successful implementation, the technology build is essential, but the effectiveness of change management, operational readiness, messaging, communication, and support at the point of go-live are equally critical.”
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