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CPIA Certification Program
Module 17: Training & End-User Support
From Patient Counseling to Enterprise Education: Mastering the Human Side of Informatics.
The System is Only as Smart as its Users
As a pharmacist, you are, by nature and by training, an educator. You have spent your entire career translating complex pharmacological concepts into clear, actionable instructions for patients. You are an expert at assessing a patient’s health literacy, tailoring your communication, and using the “teach-back” method to confirm understanding. You don’t just dispense a medication; you ensure the patient is competent and confident in its use.
This module is designed to translate that innate teaching skill to an enterprise scale. Your “patient” is now an entire department of nurses, a cohort of medical residents, or a team of fellow pharmacists. Your “medication” is a new, complex clinical workflow within the EHR. The core principles, however, remain identical: assess the audience, design clear and effective materials, deliver the content in an engaging way, and provide ongoing support to ensure long-term adherence and success.
A perfectly built, clinically sound system is functionally useless if end-users don’t know how to use it safely and efficiently. User adoption is the final, and most important, measure of an informatics project’s success. This module provides the masterclass in educational theory and support science, equipping you to build the critical human bridge between a system’s technical potential and its real-world clinical value.
Your Educational Blueprint
This module will equip you with the skills to design, deliver, and support a comprehensive training program that drives user adoption and ensures system safety.
Training Needs Analysis and Audience Segmentation
Learn to diagnose educational needs before you prescribe a solution. We’ll master the art of audience segmentation—from tech-savvy super-users to tech-hesitant late adopters—to ensure your training is perfectly tailored to the learner.
Designing Effective Training Materials
Become an expert in instructional design. This is your deep dive into creating a full suite of engaging and effective training content, from concise quick-reference guides and tip sheets to interactive eLearning modules and robust training manuals.
Train-the-Trainer and Simulation Techniques
Learn how to scale your educational efforts exponentially. We’ll cover the “Train-the-Trainer” model to build a force of peer educators and explore how to leverage a training environment to simulate real-world scenarios, building critical workflow muscle memory.
Help-Desk Tiers and Ticket Resolution Workflow
Explore the architecture of a sustainable, long-term support model. We’ll deconstruct the tiered help desk structure and the lifecycle of a support ticket, ensuring users have a clear, reliable, and efficient path for getting help.
Measuring Training Effectiveness and Adoption
Move from anecdotal feedback to data-driven proof of value. Learn how to use system adoption metrics, competency assessments, and user surveys to measure the true impact of your training and prove the ROI of your educational programs.
