LevelUp '23 | Change is Hard: Creating an Adoption Plan to Breed Success

Summary

This video discusses how the Mayo Clinic's Clinical Systems Education team successfully implemented ClickUp to streamline their operations. With over 50 years of combined experience, the team highlights key strategies, including careful planning, building a small but efficient implementation team, and thorough testing. The video explains how ClickUp helped eliminate outdated systems, enhanced collaboration, and provided real-time reporting. They also discuss the importance of transparency, training, and support in the transition, leading to faster tool adoption, better workflow management, and happier staff at Mayo Clinic.

Takeaways

• 📈 The Mayo Clinic has implemented numerous healthcare technology platforms, but ClickUp was the most successful and efficient rollout.
• 🏥 The Mayo Clinic operates across three primary locations and multiple health systems, employing 66,000 staff and 7,300 physicians.
• 📊 Clinical Systems Education supports 63,000 Epic users at Mayo Clinic, handling 450 education-related projects and onboarding 1,900 residents annually.
• 🛠️ The team needed a new project management tool due to inefficiencies with tracking productivity using outdated systems like spreadsheets.
• 🚀 ClickUp was chosen for its ability to streamline project tracking, collaboration, and communication, as well as provide dashboards for leadership oversight.
• 🧑‍🤝‍🧑 A small, efficient implementation team was key to ClickUp’s successful integration, using a structured approach to building and testing the system.
• 🔄 The team adopted an iterative process of trial and error, learning from their mistakes to create a stable environment for users.
• 🎓 Training and onboarding for ClickUp included detailed demos, real-life examples, and hands-on practice to ensure the team was confident using the tool.
• 💡 Support was provided continuously through a dedicated team, with transparency and feedback loops built into the system.
• 📊 After one year, ClickUp enhanced collaboration, reduced email traffic, improved transparency, and provided real-time reporting, making work processes more efficient.

Q & A

What is the main focus of the presentation?

The presentation focuses on how Mayo Clinic implemented and adopted ClickUp, a project management platform, within their Clinical Systems Education department to streamline workflows and improve efficiency.

Who are the speakers in the presentation, and what are their roles?

The speakers are Janet Zirakore, Director of Curriculum Development, and Heather Meyer, Program Manager in Clinical Systems Education. Together, they have over 50 years of experience in healthcare and education.

What is 'Plummer Chart,' and how does it relate to Mayo Clinic?

'Plummer Chart' is the name for Mayo Clinic's instance of the Epic electronic health record (EHR) system. The Clinical Systems Education department supports all of Mayo Clinic's 63,000 Epic users and handles Epic upgrades annually.

Why did Mayo Clinic’s Clinical Systems Education team decide to switch to ClickUp?

The team’s previous system for tracking productivity was outdated and inefficient. There was no clear way to track projects, staff workloads, or make data-driven decisions. ClickUp was chosen to provide a more streamlined, transparent, and user-friendly solution for project management.

What were the key goals the team hoped to achieve with ClickUp?

The team aimed to simplify project intake, enable collaboration, track project statuses, provide transparency for leadership, offer real-time reporting, and reduce time spent on manual tasks like pulling reports and managing emails.

How did the Mayo Clinic team prepare for the implementation of ClickUp?

They followed a structured approach, which included planning the hierarchy of ClickUp spaces, mimicking their existing systems during the build, engaging in trial and error to refine the system, and conducting thorough internal testing before implementation.

What strategies were used during the training and go-live phases?

The team used a combination of teaching, demoing, and practicing. They created walkthrough videos, conducted live demos with real projects, and used breakout sessions for hands-on practice. They also had a staggered go-live strategy, starting with internal testing before involving external users.

How did the team ensure ongoing support after the ClickUp implementation?

The team created a dedicated support space in ClickUp, allowing users to report bugs, ask questions, and request enhancements. They also ensured that someone from the implementation team was always available to provide help during the initial 'moving week' and beyond.

What improvements have been observed after implementing ClickUp?

The team reported the fastest adoption of any tool, improved collaboration and transparency, fewer emails, streamlined project tracking, real-time reporting, and enhanced staff satisfaction. Dashboards allowed better workload distribution, and team members could easily collaborate on projects.

What are some of the additional benefits the team experienced with ClickUp?

ClickUp allowed for automation of previously manual tasks, better visibility into staff workloads, more meaningful one-on-one meetings, and real-time tracking of project statuses. It also improved efficiency, enabling the team to focus on innovation and further process improvements.