Epic Freeze is in effect – Only mission critical requests will be accepted
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Change Management

The Epic Freeze is a time-limited, governed pause on non-essential Epic changes, optimizations, and new project requests while we prepare for and execute Epic Refuel.

What it is

A focused control on what changes in our Epic environment. Only mission-critical changes proceed, and decisions are led by the OSC, representing all domains.

What it is not

  • A full stop on all Epic updates, including maintenance requests

  • A permanent freeze

  • A reason to stop listening to your teams

Mission-critical criteria

A request must meet at least one of four criteria:

  • Strategy: part of the RRH Strategic Plan (TMO supported)?

  • Compliance and Regulatory: required to meet compliance or regulatory requirements?

  • Patient Safety and Quality: essential for safety or quality, and what is the risk of waiting?

  • Financial: would not doing it threaten the organization financially?

Critical Exception Request (CER) process

  1. Leader requests a governance review and prepares an SBAR.

  2. Workgroup reviews; if mission-critical, the lead enters the CER in Jira.

  3. Domain Committee reviews and may deny or recommend it to the OSC.

  4. OSC reviews and may deny or approve it as mission-critical.

  5. Approved CERs convert to a SWIFT or Resource Request for IT PMO scoping.

Justify with an SBAR

  • Situation: state the problem in two or three sentences and why it needs an exception right now.

  • Background: strategic alignment, compliance or regulatory drivers, and relevant history or deadlines.

  • Assessment: the risk to patient safety or quality, and the financial impact of inaction.

  • Recommendation: your specific ask, the timeline and resources, and why it should be prioritized.

Saying no during the Freeze

  • Evaluate the situation and context: is this new, and does the requester know the Freeze process?

  • Be transparent: explain the process and criteria, and if denied, name the criteria not met.

  • Lead with kindness and empathy: thank them for their patience during Refuel.

  • Stay confident: you are empowered and leadership supports you.

  • Provide an alternative: understand the problem, find creative solutions, and escalate if needed.

The Freeze is in effect now. The new Critical Exception Request form is available in Jira on August 1, 2026.

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