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myClinicalExchange: The Enhanced Experience Tour

May 29th, 2024
May 29th, 2024

In a recent webinar, HealthStream’s myClinicalExchange team shared some exciting updates and enhancements to this solution as part of their quarterly update to customers. The webinar was moderated by HealthStream’s Daniel Pawlus and featured:

  • Scott McQuigg, Senior Vice President, Digital Network and Development
  • Shanti Gangadharan, Associate Vice President, Product Management
  • Bintee Karia, Senior Product Manager,
  • Lauryn Davis, Associate Vice President, Engineering
  • Jon Weber, Senior Director, Customer Operations

Scott McQuigg kicked off the fourth webinar of 2024 with the hope that the updates and enhancements will allow users to get even more out of myClinicalExchange. He also shared that through the first quarter of this year, HealthStream customers had placed nearly 121,000 students in clinical rotations and served more than 70,000 students. Nearly 600 clinical sites are hosting those rotations in partnership with more than 1,300 academic partners.

 

myClinicalExchange – Reviewing the Latest Release

Shanti Gangadharan introduced some new features that will serve as building blocks for this and future releases of myClinicalExchange along with their functions. She shared that the creation of the hStreamID will be foundational for students and clinical sites alike. Students will be able to create that ID as they are setting up their myClinicalExchange accounts. Over the next several quarters, HealthStream will be introducing new reports that will allow clinical sites to identify future employees. It will also give customers access to an improved dashboard and better integration into HealthStream with improved access to learning and the myClinicalExchange workflow.

Gangadhara also shared that customers will appreciate improved user management which will allow them more self-sufficiency in managing their accounts by enabling them to manage their own users and link an unlimited number of people to their account. Clinical sites and academic partners are now able to activate and deactivate users and invite students to training without relying on support. A growing number of hospital and academic users are establishing super users to optimize the user management process.

 

Introducing myClinicalExchange 2.4

Bintee Karia shared that new features in Release 2.4 were developed based on customer feedback from surveys and from analysis of support tickets. Observations from those two sources led the team to focus on optimizing the student onboarding process. She shared that this version will make it easier for hospitals and academic users by eliminating many of the account creation and login questions from students.

She shared updates on the following features and enhancements:

  1. Enhanced Student Profile Setup and Activation: Karia shared that about 7% of 2023’s support tickets were from users who needed assistance with logins or activation. Developers have created a more intuitive process for those students added by an uploaded roster. Students can create their hStream ID, upload information required for their account and badges, and share whether or not they would like to be contacted about job opportunities. The process also created the opportunity for users to build more robust reports.
  1. Simplified Account Activation for Administrators: Clinical sites and academic partners will now be able to create users which will then trigger an automatic email to students prompting them to activate their accounts. The simplified activation process will streamline the process for students and administrators while reducing the need for support and enhancing data protection.

 

Improved Response Time to Customer-Identified Defects

Half of all reported defects are closed by the HealthStream team within 7 days and 75% are closed in under 30 days, (this represents an 25% improvement in the speed at which defects are being closed). Davis shared that efforts to continue to improve the speed at which defects are closed are still underway with the goal of closing all tickets in 30 days or less.

Recent enhancements include improved email communications for hospitals and campus users when activating their accounts. The emails now include more detailed information about staff member roles, instructions on how to activate their accounts, and get started in myClinicalExchange creating a smoother start to their myClinicalExchange experience.

 

Enhancing Customer Support and Success – Getting the Most Out of MyClinicalExchange

Jon Weber urged users to take advantage of the ability to have Super Users which will enable customers to distribute user management tasks to those Super Users, an approach that is not only more efficient, but can reduce the need for customer service interventions. He encouraged users to head to the myClinicalExchange Community site for supporting documents and other topics that users will find helpful when developing their Super Users. The myClinicalExchange Community is where users will also be able to access Tuesday Tips. The Customer Success Team, acting on feedback from the support and product teams, will create a weekly tip based on current hot topics.

Weber also shared that the newly-created Support Portal will eventually replace email as a means of opening new cases and will serve as the foundation for future support enhancements. In addition, the summer version of The Readiness Guide is now available and can be found on the Community site. As always, it will include helpful information on updating training, reviewing affiliation agreements, evaluating processes and information about upcoming workshops.

 

Getting the Most Out of myClinicalExchange – Upcoming Workshops

A full schedule of workshops based on seasonal topics is being offered between May and July. This list will be updated in August. Additionally, Gangadharan shared that the workshops would be recorded and that these recordings would be available in the myClinicalExchange Community. You can also watch the entire webinar here.

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