The challenge To process calls and code events, operators at RRMC relied primarily on paper-based processes. All routine calls were processed manually, with very few online applications available. For instance, operators used a desktop flip file directory (pictured below) at their workstation for quick access to frequently used information. Logging code events was another manual process that involved entering code details into a Microsoft Access database. RRMC was also hoping to replace an outdated on-call scheduling process, as information was often inaccurate or not readily accessible because staff relied on paper on-call schedules. Each department would create their own schedule (often in different formats). These schedules were sent to the Medical Staff Office and then up

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