To ensure a successful go-live of Kyruus Health solutions requires that you effectively communicate with your key internal audiences, which can including clinicians, leadership, and access centers. The plan will involve timely dissemination of information, collection of feedback, and ongoing support to ensure preparedness and smooth transition.
See the attachment at the bottom of this page for additional information and for a template you can customize for announcements.
Identify Key Audiences
Key audience for go-live communication can include:
- Clinicians--Primary users who will interact with the Kyruus solutions and need detailed operational and support information.
- Leadership--Stakeholders who require strategic insights, timelines, and value statements to understand the impact and benefits of the go-live.
- Access Centers--Teams responsible for managing appointments and patient interactions, requiring updates on system functionality and maintenance procedures.
Communication Schedule
Send out communications according to the schedule and ensure that they are accessible to all relevant parties.
| Timing | Audience | Communication |
| 8 weeks prior to go-live | Leadership and access centers | Initial announcement Introduce the upcoming go-live, outline key benefits, and share the project timeline. |
| 6 weeks prior to go-live | Clinicians and access centers | Detailed information Provide detailed instructions, including any training schedules and support resources. |
| 4 weeks prior to go-live | All stakeholders | Reminder and updates Share any updates or changes, reinforce the timeline, and remind audiences about training or preparation steps. |
| 2 weeks prior to go-live | All stakeholders | Final preparation Distribute final reminders, maintenance requests, and support contact information. |
| Go-live day | All stakeholders | Live Updates: Provide real-time updates, address any immediate issues, and offer additional support as needed. |
| 1 week post go-live | All stakeholders | Feedback request Collect feedback on the go-live experience, address any ongoing issues, and plan for future updates. Engage stakeholders to gather feedback, address any questions or concerns, and make necessary adjustments based on their input. |
A sample communication schedule follows:
| Timeline | Audience | Communication | Method |
| One month prior to activation | Consumers | Awareness of new upcoming FAD experience | Banner on legacy FAD website pages. |
| One month prior to activation with weekly updates following until activation is complete. | Find A Doctor/Search Leadership and Task Force Members | Summary of key decisions, status updates, awareness of potential blockers of hitting go-live date. | Email, Steering Committee Meeting |
| Three weeks prior to activation | Independent providers | Awareness of new Search platform, FAQs, address specific changes that affect them, and submit questions | In person meetings and direct emails from leaders as appropriate and general email communication |
| Two weeks prior to activation | Employed providers | Awareness of new Search platform, FAQs, and a chance to submit questions | Email, Newsletter |
| One week prior to activation and day of activation | All employees | Awareness of new Search platform, FAQs, and a chance to submit questions. | The Well posting, Digital Services Newsletter |
| Activation Day, Post Go-Live Support (one week) | All employees | Activation day support provided by core program team, Consumer Digital, Digital Marketing, Credentialing, Operations | Microsoft Teams Chat Daily Check-in Meetings Email, FAD SharePoint |
Communication Templates
Use the provided email templates (see attachment below) to draft communications for different stages mentioned in the table above:
- Template 1: Initial Announcement - Introduce the go-live, outline benefits, and provide an overview of the schedule.
- Template 2: Detailed Information - Offer in-depth details about the go-live, including training, support, and important dates.
- Template 3: Final Preparation - Remind stakeholders of the upcoming go-live, share final instructions, and provide contact information for immediate support.
Ongoing Support
Plan for increased communication around the go-live period to manage any emerging issues, provide additional guidance, and support stakeholders as they adapt to the new system.