Another observation from my travels is that commands that have implemented and enforced Healthcare Information System (HIS) Use Policies that define best business practices have a higher level of satisfaction using MC4 systems than the commands that have not taken these steps to formalize their approach to electronic medical recording.
MC4’s country team leads and the PMO are working with the staff of Army Service Component Command surgeons and other major medical commands, such as the 3rd Medical Deployment Support Command, to assist them in developing HIS Policies.
One of my goals is to have every major medical command publish and enforce HIS policies regarding the use of MC4 systems. MC4’s country team leads are currently working with commanders to tailor existing policies in order to meet the needs of each unit. I expect that this effort will not only help increase the satisfaction level throughout the medical commands, but improve system use and proficiency in the long run.
MC4’s internal Theater Support Standard Operating Procedures include support agreements and clearly define the roles and responsibilities for MC4 technical support for unit level administrators (ULAs). MC4’s system support is broken down into three tiers with ULAs responsible for tiers one and two, and MC4 personnel covering tier three.
The purpose of defining these roles is to ensure that system problems are escalated to MC4 personnel appropriately, ensuring issues are resolved, not deferred. The cooperative support with ULAs offers MC4 TSTs greater mobility and helps ensure MC4 systems are optimally maintained.
During my travels, it has come to my attention that MC4 personnel perform unit level support for tier one and two issues. I find it troubling that this is taking place at level III hospitals, since S6 personnel are available to perform these functions.
I have directed MC4’s country team leads to ensure that user level agreements are enforced and to focus support efforts on divisional medical forces where system use is minimal, as well as organic systems support. I am confident that hospital commanders will understand this shift of resources to areas with the most need.