By Craig Norquist, MD, chief medical information officer

Medication reconciliation: Moving from adaptation to reliability

The discharge medication reconciliation change remains the most important workflow issue from the recent Epic upgrade. Because the prior view cannot be restored, our focus is on building reliable performance through intentional workflows.

Expected reliability behaviors:

• Use a standardized mental model: continued, stopped and newly started medications
• Do not rely on visual cues alone — pause and verify intent
• Use independent cross checks for complex or high-risk patients
• Apply closed loop communication during handoffs
• Escalate without hesitation when discrepancies exist

Epic upgrade preview sessions

Epic upgrade reviews will occur twice annually before each upgrade cycle to improve transparency and engagement. These regular sessions are part of an increased focus on system stability. Much like the phone and apps we use every day, healthcare software, including but not limited to the EHR, requires regular updates to secure against new vulnerabilities, and this need is accelerating as AI capabilities become more prevalent and capable.

As one example, Epic security patches that used to come every other month are now arriving almost weekly. This may mean more frequent patches or minor downtimes going forward as these updates are applied.

• Preview sessions every March and September
• Held about two months prior to upgrades
• Review upcoming changes and workflow impacts
• Allow physician exposure prior to upgrade at department and collaborative meetings
• Acknowledge and address clinical friction points by proactively working with leadership to support users through these transition periods

Microsoft 365 access and licensing support

As physicians, APPs and clinical leaders take on increasing administrative, quality, governance and collaborative responsibilities, access to the appropriate Microsoft 365 tools is becoming increasingly important. HonorHealth continues to evaluate licensing needs to ensure clinicians have access to the applications and collaboration capabilities necessary to support their work. A request has been made to clarify the process for obtaining higher-level Microsoft 365 licenses, including eligibility criteria, approval requirements and the appropriate workflow for submitting requests.

While a formal ServiceNow workflow is currently being developed for these requests, physicians and APPs who need to explore higher-tier licensing should contact the Modern Workplace team directly at DLITModernWorkplace@honorhealth.com, or reach out to the IT Service Desk at 480-882-4357 to submit a request.

Additional guidance will be shared as it becomes available to help physicians, APPs and operational leaders navigate licensing needs while supporting the organization’s overall technology strategy.