How Open and Engaging Education is Optimizing Synapse PACS Success

At FUJIFILM Healthcare Americas Corporation, we know the full value of our technologies is only seen when our customers understand our products inside and out. It’s because of this mindset that such a strong emphasis is placed on our training and education services, which start the moment a contract is signed. In this EI Connection Blog Q&A, we sat down with Mike Smith, Manager of Fujifilm’s Professional Services’ Synapse System Administration Group, to learn more about the Synapse System Administration Team, its thriving bi-weekly live Q&A sessions, and the value our customers continue to see from the education-driven conversions.

1. Can you give us a brief overview of Fujifilm Professional Services for Medical Informatics? Where does the Synapse System Administration Team (SSAT) fall under that umbrella?

MS: The mission of Fujifilm Professional Services is to provide comprehensive and engaging education that relates to Synapse PACS and its cross-platform products.  That education comes in many forms, from traditional one-on-one instruction to modern e-learning provisions.  Ultimately, the goal is to deliver wide-ranging knowledge transfer that results in the best possible outcome for our customers and the patients they serve!

When it comes to effective education and training, there isn’t a one-size-fits-all solution. That premise is where the Synapse System Administration Team (SSAT) fits in. We are an extension of the Professional Services group, but with a slightly different focus. Our audience is typically site system administrators and technical support staff.  We deliver formal training courses on-site and virtually that cover system configuration, design considerations, data management, and overall system optimization.  SSAT is also responsible for maintaining our virtual training program Synapse Learning Cloud 360, internal onboarding, continuing education, and supports several cross-platform products. This includes Synapse 3D, Synapse Mobility, and most recently, Synapse Cardiovascular SSAT. This group certainly embodies Fujifilm’s commitment to a comprehensive, enterprise-level approach when it comes to Medical Informatics and education.

2. As part of SSAT, your team offers complementary bi-weekly, live Q&A sessions between Fujifilm’s SSAT experts and Synapse PACS customers. When did your team start offering this service and what was the reason behind the offering?

MS: The Q&A sessions have been around for several years.  The intent was simple: To provide an opportunity for our customers to interact with our staff and their peers.  We fully understand that questions can come up long after training concludes.  Certainly, those questions could be answered by our Technical Assistance Center (TAC).

However, these sessions are more than a means to get an answer to a question.  They remind me of the adage “you don’t know what you don’t know.”  You enter a live, dynamic discussion with peers and seasoned professionals.  Considerations that were once unknown come to the surface, and real-time solutions are provided.  It is an amazing thing to see, really.  Some of our best Q&A sessions have been driven by these types of discoveries.

3. What has the feedback been from our customers who attend these sessions?

MS: The most common feedback is, “Where have these sessions been?”  Our attendees really appreciate the opportunity to receive and share information with one another.  While we have done our best to create awareness in the past, the Q&A opportunity remained relatively unknown. Through a cooperative effort with our Marketing team, word is getting out.  Our attendance has been steadily increasing, with session numbers nearing triple digits recently. We are truly excited!  We want to create a community, share information, and arm our customers with the knowledge they need to succeed!

4. Are there any Q&A topics that are of particular interest to our customers? What types of questions are they looking to have answered during the session?

MS: Initially, our plan was to provide an open floor and let questions drive each session.  However, we found that participants would often join these sessions without any specific questions in mind.  They simply wanted to hear the questions and experiences of others.  Of course, while completely understandable, that dynamic resulted in a rather lean amount of dialogue. To help stimulate questions and conversation, one of our Senior SSAT members suggested we begin most sessions by presenting specific topics before opening the floor to questions. That has been a tremendous help and these sessions are much more engaging as a result.  We’ve covered topics ranging from stock-standard features such as Reading Protocols, Procedure Code Cleanup, and Body Part Mapping to hot current topics such as the upcoming end-of-life of Microsoft Internet Explorer.  The span of topics has, in some cases, allowed us to involve various Fujifilm subject matter experts to present or contribute to the conversation. This has been very well received. We always encourage our attendees to submit suggestions for consideration as we plan for future sessions.  If a topic is of interest, we want to openly discuss it!

5. If you could leave one final message to our customers about these live Q&A sessions, what would it be?

MS:  Please review our Q&A schedule and join us soon!  Create reminders, whether that is adding these sessions to your calendar or scribbling it on a post-it note.  Again, we want to create a community that openly shares experiences and information with one another.  Please don’t miss out on this unique, and complementary (no fee to attend) opportunity!

To view the full 2022 schedule for the Synapse Radiology & Cardiology Admin Support Q&A sessions, click here. Found a session that’s of interest? Be sure to click the “Join the Session” link at 1:00pm ET the day of to take full advantage of this in-demand offering.