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Your feedback regarding WebXchange paging system

26 Jun 2016

By: Claire O’Brien, MD, chief medical information officer

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We have heard you regarding the WebXchange scheduling/paging system and are working on a plan to improve it and make it more user-friendly.  We’ve gone to the floors and have discovered that the paging system is not being used as it was intended. Even though we know it to be the ”source of truth”, users do not seem to know how to find the truth within it. Providers are reporting an increase in the number of pages they get in error. Clearly, this was not our intent!

The WebXchange paging system has been up and running for over a year. It was initially put in place so our users could bypass the operators for pages.  We also realized that the other paging schedules (Who’s on Today and ED backup list) were being manually populated with information directly from WebXchange. 

The problem was that they were only being updated once per day. When changes were made, only WebXchange would reflect those changes. Doctors were complaining that they were being paged in error for this reason and were asking for one source of truth for the paging system. WebXchange is that one source. 

The plan went through the usual vetting by way of the ELC, the MEC, the PLC, and was communicated through Common Ground, but as we all know, the best laid plans of mice and men … well, you know the rest. 

Over the last year, we’ve found that about 20 percent of pages from nurses were being sent through WebXchange but only after the other schedules were discontinued did we discover that many nurses had been getting their information from those other sources.

Next steps: 

  • Nurses must be trained on how to find the correct information within the system.
  • Tip sheets will be rewritten and redistributed to the floors and made available on our intranet.
  • The vendor has been contacted to make needed changes.
  • We are exploring the possibility of creating a dashboard-style website similar to Who’s on Today that will pull from WebXchange so that it will reflect the source of truth in real time.

Please accept my personal apology for the inconvenience and frustration you may have experienced in your attempts to use WebXchange. We will make this better. And not just better, it will reliably deliver the truth you need. Thank you for your patience and in the meantime, remember, you may still use the operator for your pages if that is preferable. Your thoughts and comments are welcomed (yes, I do mean it).