Operator
Contents
1. Goals Needs Anxieties Basic learning approach Effectiveness When something goes wrong she Best learning experience Worst learning experience She s really learned the system when Obstacles Preliminary For Review Only 1 Operator Doctors are so dependent on the techs That s why it s so important to know the ins and outs to be able to troubleshoot Age 31 Education AS in Radiology certification in ultrasound Title Cardiovascular technician Years in the field 5 Spends most of the day in the cath lab doing cases Uses Galaxy 2 to 3 times a week To be the best at what she s doing have answers for everything have people look up to her To give exceptional patient care To have the doctors confidence have a rapport with them be a resource for them Troubleshooting info Hands on experience immediate feedback guidance Formal training Logical step by step material Practice More info about interpretation Retraining and refreshers An emergency and no solution IVUS is rarely planned getting it up and running fast Physicians impatience hectic pace Making a mistake Personal embarrassment It feels like a computer Stupid little things Tends to be a self learner Tires to troubleshoot a problem herself before she asks somebody But has no problem asking to get the right answer Willing to look things up A In service C Experimenting Learning fro2. Not For Distribution F User s guide Dislikes having to learn I m a hands on person I learn better if someone is from a user s manual talking to me directly showing me things then allowing me to get hands on I feel things click better that way Would grudgingly if it were user friendly as long as they didn t write it accept it over your head I love those Dummies books They keep it simple They give you the steps in a logical progression and highlights to remember But they re okay as a I ve gone back to it if there s a piece of equipment we reference haven t used in a while or if I get stuck or need help with something Preliminary For Review Only 9 Not For Distribution 1 Troubleshoots it With any product there s always a couple of things that herself come up unexpectedly that they tell you about that sticks in the back of my head I d usually go that route first 2 Checks the user s If I knew where I could find the manual if it was on hand guide I d look it up But usually the manual isn t with the equipment It s tucked away in somebody s office 3 Calls the support If it was needed for a case I d call support because that hotline would be the fastest On the other hand I wouldn t want to go through a whole thing with somebody back East or encounter a language barrier A lot of people who do technical support have heavy a
3. Being hands on is es Just keep them not lecture like sential She can work with the In the lab there s an urgency to get things done So equipment when she s doing it in a classroom setting in a comfortable situation not under pressure allows you to do it better when you get in the hurried situation Gives her a solid back I don t like to fly by the seat of my pants during a ground that she can ap procedure ply in the lab Helps her troubleshoot Knowing the ins and outs is what I most look forward to so I can help others Preliminary For Review Only 6 Not For Distribution B Interactive Tutorial Likes the idea of an in teractive tutorial I m a show me how to do it person As long as it s not dry They have to be interesting to grab your attention clear and the vocabulary can t be too technical Guidance is important I d expect a tutorial would easily guide you through They have to move forward step by step in a logical manner not jump all over It s a better way to learn than a book Anything that allows you to work part of the program as you learn it rather than read it stimulates you more you feel more part of it It allows you to put it into your brain Anything that allows you to interact is beneficial It s a better reference too She doesn t like thumbing through a book Likes the idea of better access to infor m
4. it doesn t bother me at all It takes less time Sometimes it simply has to be endured That s the way it has to go There s the team You re only as strong as the weakest link Everybody has to be on board with the same knowledge It has to get passed along Therein sometimes lies the problem It can be uneven One person has been effective the other has not been It varies based on who s doing the teaching One probably has a better way to do it CG Workbook You can t go on until you figure out the answer You had to do it You had to figure out the problem It was at your own pace You couldn t go on until you understood what you had to learn Yeah that was a good way to learn I wouldn t be opposed to it It s something I d try But it s not the best F Video Feels neutral about videos at best Those are a little dry I dislike them compared to an interactive tutorial I d like something more interactive Would accept it as an additional resource It could be an additional resource not my primary way of learning a way of getting a summary of how to use the system I d envision watching the video not working with the system at the same time The length of the video is a factor Short things that move on are better than an hour hour and a half type thing you tend to lose interest Preliminary For Review Only 8
5. Occasionally asks her neighbor s teenage son for help or the IS guy at work Has used the user s guide that came with MS Money but can t remember what for e Set up Galaxy quickly few intravascular ultrasound procedures are scheduled in advance e Prep the patient administer medications e Make sure the patient is safe e Reassure the patient make sure the patient feels safe e Monitor the patient throughout the procedure e Enter patient data e Record and play back ultrasound images e Make sure images are high quality e Locate points of interest at physician s request e Take good measurements annotate images e Identify areas and characteristics of an image make suggestions e Provide the physician with more accurate information than can be seen on the angiography e Respond to other requests from physician e Function effectively in a hectic environment Preliminary For Review Only 2 Not For Distribution To be good at what I like to know I m doing the best job so I want to take she s doing to have every opportunity that comes along to know the most about answers for every what I should be doing thing to have people look up to her To provide excep We need to do a good job we need to be resourceful We tional patient care need to make the patient comfortable There s a deep enjoyment when the patient is critical they open up the artery and the patient is thoroughly indebted to yo
6. Being on my own and something comes up that wasn t covered and you can t get what you need because you can t get past the problem Getting the equip ment up and running as fast as possible I set expectations on myself so I can get it up and running in a timely fashion and not run into problems I can t say I get all bent out of shape about it but I do have a little anxiety Making a mistake Just making a mistake during a case Screwing up something live Personal embarrass ment Because you re too slow You re a senior person and you re going back to being like a newbie You just so totally don t know it Stupid little things it feels like a com puter They re all computerized now so it s a little trickier So you don t want to get caught not knowing how to send files over how to delete files Those are the stupid little things you don t want to get caught not knowing IVUS is more for people who are computer literate It has the feel of a computer Lack of opportunity I use Volcano more We had an in service on Galaxy then they took Galaxy out They ve brought Galaxy back but I haven t had an opportunity to use it I would be very uncomfortable using it Physicians impa tience hectic pace The physicians want things to happen pronto They re usually so impatient I just try to stay focused when it gets hectic because y
7. actice the ability to review old cases On my own without a patient I looked over old IVUS films looked at what people did Then what I ll do is pull up a measurement and I ll say to myself give me the vessel diameter give me the lumen diameter and I just go through how quick I can proceed to those buttons pull them up make the measurements and store them Then I ll think this isn t right then go back and retrace it More information about interpretation I attended an all day IVUS course It had a lot of economics behind it why doctors should use IVUS I wanted it to be about interpretation The big thing for me is what I m looking at What is the extent of the plaque is the stent fully deployed And what suggestions you can make based on what you see Retraining and re freshers I d prefer CDs online tutorials on hand in the education library for review And I d expect retraining and refresher in services to be scheduled with no quarrels Preliminary For Review Only 4 Not For Distribution Anxieties You re in an emer gency situation and you don t have a so lution Something breaks down you re in an emergency situation and you don t have a solution you don t know how to work it The team isn t up on all the advanced troubleshooting methods That s my biggest fear with new equipment Encountering some thing that wasn t covered
8. atient And if other people are having a bad day I like to add levity to the situation to help them through the day and still do our job still stay professional Confident and effi cient I know how to read doctors I can get a case done quickly They don t have to question what I m doing because I know what I m doing Hands on learner I prefer hands on learning with a live person so I can ask questions Preliminary For Review Only 12 Not For Distribution Unsophisticated computer user but competent in a limited domain I m not very good on computers I don t like them Uses computer at work for recording charges patient data email and so on Has a Windows computer at home Uses it for email surfing the Web Occasionally uses MS Word MS Money Learns using online tutorials and online help Some of them are good some of them are not good If they re clear and step by step then they re good Occasionally asks her neighbor s teenage son for help He uses computers a lot at school He can be helpful The cardiology department has an IS staff I ve relied on them for both work related problems and home stuff Has used the user s guide that came with MS Money but can t remember what she used it for But Windows for Dummies I love that book Preliminary For Review Only 13 Not For Distribution
9. ation I d like to type in something and it would pull up exactly what I need Tutorials are especially valuable as a way of re inforcing what she s learned in an in service And I d like to have some online tutorials and booklets about interpretation really breaking it down on all the basics Cc Experimenting Sees good and bad sides to experimenting She wants the quickest most efficient way to learn It s not a bad way But a lot of productivity time is wasted You have to go the long way round rather than finding shortcuts There are so many new programs people are getting overwhelmed I prefer guidance It has the advantage of being hands on I like a hands on approach It s great for review and practice I like to go back and review images and take measurements erase them and redo them for my own learning experience It helps me keep up on things Preliminary For Review Only 7 Not For Distribution Ci Learning from a colleague It s a question of profi ciency It s another good way to learn if they re proficient It s also a question of attitude Certain people are trying to show off they re trying to show you what they know rather than trying to help you learn It s a good way to get an answer to a question If I have a question and the person knows about it has experience with the equipment
10. ccents It s frustrating because I can t understand them 4 Calls the sales rep Our rep is good about leaving his number I d be more likely to call the rep than the support hotline he s so patient and available we have a good relationship with him and because he was there for the in service If I thought the rep could be there within a reasonable amount of time I d call them Also 4 Checks online It s easy to check online checking online help is the most help convenient She can do it without What I ll do is pull up a measurement and I ll say to myself hesitation give me the vessel diameter give me the lumen diameter and I just go through how quick I can proceed to those buttons pull them up make the measurements and store them She s done what When I can give them the necessary data and then offer they ve asked and more suggestions not only give them data but be able to can go another step interpret it Sometimes the doctors are a little unclear on how to interpret the data too Interpreting data is important because it s a yes or no to an intervention or open heart surgery When she can teach When I feel I can teach others it to others Preliminary For Review Only 10 Not For Distribution Obstacles Infrequent use There are only so many cases to go around when somebody brings in a new piece of equipment Some equipment you only
11. e s learning Some in services are geared to give you knowledge But when you have a piece of medical equipment coming in you re supposed to know how to work it Allowing you to actually participate in it is important The hands on thing is the best way for me Someone there immediate feedback guidance I prefer the one on one with the sales rep then you doing it They can confirm whether you re doing it right or wrong If someone was there they could say this is what you need to do I could ask a live person a question to clear up any doubts Learning it the longhand way experimenting with it is nice but I prefer guidance Formal training That s the best way to learn to get the background and then to come in and apply it in the field I just kind of like that Before it gets delivered I like formal training Logical step by step presentation of the material Manuals tutorials online help if they re clear and step by step if they move forward in a logical manner and not jump all over the place they re good if they present a logical progression from easy to more advanced Practice the oppor tunity to prepare in advance You don t really learn a system until you re pushing buttons in a case But you get familiar with the system you get comfortable with the system beforehand You practice on it I want to be prepared in advance Pr
12. m a colleague amp Workbook F Video F User s guide Interactive tutorial Class 1 Troubleshoots it herself 2 Checks the user s guide 3 Calls the support hotline 4 Calls the sales rep and checks online help The class at Washington Heart We got to stent a pig That was awesome actually doing it You actually got to be the doctor and actually see how to do it you had to really concentrate That was way above average We ran through a system only once or twice and were expected to know it There were so many steps it was so cumbersome and you have to know what you re doing because the device blocks the blood flow We just aren t that confident with it Can do it without hesitation Had done what they ve asked and can go another step Can teach it to others Infrequent use Lack of practice lack of experience lack of time Mistrust 800 numbers as a substitute for training Learning on the job Not For Distribution Being overwhelmed by all the new systems to be learned High expectations of herself Loves working in the lab Deeply compassionate Gets along with people really well likes to help people out Confident and efficient Hands on learner Unsophisticated but competent computer user Uses computer at work for recording charges patient data email Windows computer at home for email surfing the Web occasionally MS Word MS Money Learns using online tutorials and online help
13. ou re trying to do 3 or 4 things Preliminary For Review Only 5 Not For Distribution A In service training Prefers in service train I like the company that comes in and shows you how ing by a sales rep to all You have somebody who s knowledgeable who can show other approaches you the ropes of the equipment and let you actually get your hands on it and practice My first choice is hands on instruction It s hands on The hands on part makes it reassuring and complete The sales reps are It s so nice to have someone who knows a piece of knowledgeable equipment forwards and backwards They stand by her I d rather have someone come in show you how it works and then use it in a live setting with them there to help you troubleshoot it when problems arise They re familiar We ve had these same reps for a long time We know them well We have a good relationship They re available You can call her any time with any question I have her cell phone number She ll come down whenever I want to help me out If you have any questions any doubts you can always contact her to get a refresher They re patient Very patient patience is a big thing He s patient and available Patient and available B Class Likes classes as long as the equipment is challenging and interesting to work with It s one of the best ways to learn
14. proach Learning on the job The worst experience is learning on the job while you re live from scratch flying by the seat of your pants Being overwhelmed by all the new sys tems to be learned There are so many new software programs people are getting overwhelmed Lack of practice lack of experience Level of education that the staff has is not that good they don t practice it enough They lack experience The first in service is basic what buttons do what how to turn it on for about an hour That s the level of proficiency of a lot of the staff Preliminary For Review Only 11 Not For Distribution Has high expectations of herself If I have time to go out and play and fire up the machine and pull up images and make measurements that s where it benefits me So I set high expectations on myself Loves working in the lab and hands on working with the equipment I find it amazing that they can go in there and see the morphology and decide based on that what they want to do I just love this job Talks to patients a lot has a deeply compassionate side The most important thing I do is trying to make the patient feel safe Reassuring them that we re going to take good care of them They re anxious when they get here Gets along with peo ple really well likes to help people out It s always good to do something for the p
15. u And this past week we had a couple of bad situations We had a group of us that were able to save a couple of patients based on expediency and some other factors involved To be on the cutting Sometimes I find it frustrating it s a difficult field to keep edge up in So what I want most is to just keep abreast of changes to stay current with things I love attending seminars To have the doctors I get a really great satisfaction when I can do something confidence forwards and backwards They won t ever sense any apprehension from me The better we know it the more confidence the doctors have in us the more they ll want to use it If they re not convinced we re confident they re not going to bring up the device To have a rapport They look to me and ask my advice I listen to their with the doctors to thoughts on a subject but they have enough respect for me be a resource for if I think something isn t being done correctly To be a them resource for the doctors is something everyone would like to strive for To get things done The days that I don t get all those done it s not a life and death situation but I just like that sense of completing it Preliminary For Review Only 3 Not For Distribution Needs Information that will help her trouble shoot People come to me to find out what s wrong Hands on experience actual participation when sh
16. use once a week If I used it every day I d become more proficient faster It would be nice if everyone could get around to using something and feeling comfortable with it Mistrust A lot of times physicians are leery of using a new system They don t like to try new things Or they re leery of you There s a kind of mistrust that you don t know what you re doing Being tugged around lack of time Sometimes you just need a little downtime to set up for your next case and get ready and check the things you need to check Sometimes I feel we re rushing through it Things aren t checked like they should be You re asking for errors and mistakes That bothers me Colleagues who show off when you ask them a question Certain people are trying to show off they re trying to show you what they know rather than trying to help you learn Sales reps who push their product but not let the staff use it Sometimes they come in and they want their product to look good If I don t know where the buttons are I m not going to make a very good showing of it There comes a time when they have to treat you as if you were going to be the operator of it Some companies steal the whole show the whole time I didn t learn very well from it It was left for us to figure out 800 numbers as a substitute for train ing Yeah we had 800 numbers but I don t think that s the right ap
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