Patient Assessments in Healthcare: Why They Matter and How to Integrate Them into EHRs

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Patient assessments are a vital part of providing quality healthcare to patients. They are the process of gathering, sorting, and analyzing a patient’s health information using evidence-informed tools to learn more about their overall health, symptoms, and concerns.  

Patient assessments can help healthcare providers and related organizations to: 

  • Determine the most appropriate healthcare for their patients. 
  • Identify groups of patients at risk for harmful exposures or health problems. 
  • Recognize patients who benefit from specific interventions to reduce the risk of injury or illness or improve health. 
  • Identify opportunities for illness and injury prevention and health promotion. 

Patient assessments can vary in length and range and may be asked of patients of all ages. Some may be completed during an office visit or between office visits, on paper or a computer. They can include questions about a patient’s medical history, diagnoses, medications, treatment plans, immunization dates, allergies, radiology images, laboratory and test results, and more. 

Assessments are being used in various types of health systems for different patient population groups. 

 

  • The University of Michigan Health System implemented a patient assessment tool to identify patients at risk of developing pressure ulcers. The tool helps healthcare providers identify patients who need additional support and interventions to prevent pressure ulcers. As a result, the health system saw a significant reduction in the number of pressure ulcers among patients. 
  • The Veterans Health Administration implemented a patient assessment tool to identify patients  at risk of developing chronic obstructive pulmonary disease (COPD). The tool assists healthcare providers in identifying patients who need additional support and interventions to manage their COPD. As a result, the health system saw a significant reduction in hospitalizations and emergency department visits among patients with COPD2. 
  • The University of California, San Francisco Medical Center implemented a patient assessment tool to identify patients  at risk of developing delirium. The tool helps healthcare providers identify patients who need additional support and interventions to prevent delirium. As a result, the health system saw a significant reduction in the incidence of delirium among patients3. 

 

A More Efficient Approach to Pediatric Assessments 

While many organizations use an electronic signature process at registration, clinical assessments are typically approached with pen and paper. After obtaining a CD with 450 English and Spanish pediatric assessment forms, Skagit Regional Health quickly realized they needed a practical way to distribute them. Requiring a more efficient and effective approach, Skagit modernized its approach to pediatric assessments.

Instead of printing the form and hoping it would eventually find its way into the EHR, the original was scanned and saved as a TIFF. Next, it was imported into Interlace Health Form Designer as a page-size image and published. With minimal effort, the header and barcodes were assigned, resulting in identifying features for scanning.  

With a few simple clicks, clinicians print the forms on demand as needed with Interlace Health. Additionally, all the necessary identifying information for batch scanning into the EHR is automatically populated on each form, minimizing human error. The electronic workflow allows for a centralized approach to document management while standardizing the forms and allowing for greater ease in version control.  

Using the Interlace Health tools to build or manage assessments is incredibly advantageous from both a time and financial perspective.  

If we had tried to build these inside of our Epic EHR, the time and cost would have been incredibly higher than the work we did with Interlace Health,” shared Alan Duke, Document Management Administrator from Skagit Regional Health. 

Given the value to patient care by capturing information through assessments, digitizing the process to eliminate errors, standardizing workflows, and ensuring proper indexing into the EHR is vital. Working with Interlace Health, you can create new assessments or convert existing paper assessments into EHR-compatible tools.

For more information on how to create assessments or other form-based workflows at your health system, contact us.  

 

 

About the Author:

Patricia Clarkson is the Director of Customer Success Management at Interlace Health. With over 20 years of technology experience as a customer advocate, she has a propensity for building long-term relationships. Her team regularly interacts with customers, guiding adoption and expansion while expediting their time-to-value. Patricia delights in increasing her customers’ success and thrives on helping them achieve their desired results with their Interlace Health solutions. With a 97.4% customer retention rate, there are loads of successful customers to celebrate! Connect with Patricia on LinkedIn.

 

Download eBook: How Healthcare Teams Can Leverage Digitized Forms

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The Crucial Role of Internal Alignment in Successful Technology Partnerships

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As cliché as this may sound, in today’s rapidly evolving digital landscape, technology partnerships are not just beneficial; they are essential for businesses seeking to stay competitive and innovative.   It is the fusion of expertise and resources from different entities that helps spark and drive technological advancements, many of which end up redefining market standards and user experiences.

However, the linchpin for the success of any technology partnership lies in the often-overlooked factor of internal alignment.  More often than not companies fail to recognize the importance of ensuring congruence within an organization before embarking on external collaborations.

 

Why Internal Alignment Matters

When considering a technology partnership, it is imperative that an organization has a clear and unified vision.   As Alex Larralde stated, “The key to organizational alignment is uniting the workforce behind a shared vision” (How to Achieve Organizational Alignment).

Without a concerted direction, partnerships are at risk of becoming disjointed endeavors that dissipate energy and resources, rather than concentrating them toward a common goal. Internal alignment sets the foundation for partnership success in several keyways:

Strategic Cohesion: To make strategic decisions, it’s essential that all internal stakeholders understand and agree upon the desired outcomes especially when it comes to the purpose of a desired partnership.   Ensuring organizational alignment is the first step in successful execution of any strategic initiative.

 

“Best of intentions, but incapable: Companies that score highly on the purpose and strategy alignment scale, but low on the strategy and organization scale, are more or less incapable of implementing their strategy as intended” (Trevor & Varcoe, HBR Strategy Execution:  A Simple Way to Test Your Company’s Strategic Alignment)

 

  • Optimized Resource Allocation: By having departmental goals and resources aligned internally, organizations can efficiently allocate what is necessary for the partnership without redundancy or conflict, ensuring that all participating teams are contributing effectively.
  • Unified Communication: A consistent message across all levels of the organization not only strengthens the internal resolve but also sends a coherent signal to potential and existing partners. Unified communication prevents misunderstandings and aligns expectations, smoothing the flow of the partnership.
  • Cultural Synergy: The alignment extends beyond strategies and communication; it encompasses company culture as well. When an organization’s culture is primed for collaboration and open innovation, it is more likely to foster a positive and productive relationship with its technology partners.  A perfect example of successful cultural alignment would be the partnership between Nike and Apple.  “Both companies share a focus on innovation, design, and performance which resulted in the successful collaboration of Nike+iPod,” (Strategic Partnerships:  The Power of Synergy: Scaling Business through Strategic Partnerships).

 

The Underpinnings of Internal Alignment

Creating internal alignment is not an instinctive process; it requires deliberate actions:

  • Establish a cross-functional steering committee to oversee partnership initiatives and ensure that various departments are in sync.
  • Clearly define the roles and responsibilities within the organization for managing and nurturing the partnership, eliminating the silos that often hinder collaborative efforts.
  • Develop a set of shared objectives and key performance indicators that resonate with various departments and stakeholders.
  • Engage in regular, open discussions within the organization to maintain alignment and adjust to new insights or market changes.

A technology partnership can be a powerful catalyst for growth, but the prerequisite is having an organization internally aligned and prepared to harness the full potential of such a collaboration. By investing the time and resources necessary to cultivate internal congruity, companies will not only maximize their partnership outcomes but will also strengthen their internal operations, setting the stage for sustained success in a technology-driven future.

 

 

About the Author:

Kristin Shores is a results-driven Strategic Partner Executive with a proven track record of cultivating and nurturing high-value partnerships that drive business growth and innovation. With over a decade of experience in the field, Kristin’s expertise lies at the intersection of relationship-building, strategic planning, and business development. As a strategic thinker, Kristin leverages her comprehensive knowledge of market trends and emerging technologies to craft innovative partnership strategies that position her organizations at the forefront of their respective industries. Her ability to adapt to evolving market landscapes and pivot with agility has been instrumental in delivering sustainable growth.  Connect with Kristin on LinkedIn. 

 

Contact Kristin to learn more about Interlace Health’s Partnership Program: kshores@interlacehealth.com

 

 

Blog - Healthcare Forms: A Safe Topic at the Dinner Table

Healthcare Forms: A Safe Topic at the Family Holiday Table

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Blog Image - Healthcare Forms: A Safe Topic at the Dinner Table

Every family has interesting dinner conversations over the holidays. This year we avoided any touchy political conversations and stayed away from any known “family sensitive “topics. Since a number of us had started new jobs in 2023 we spoke about how work was going, organizational cultures and professional challenges within our industries. 

Naturally I dole out advice and opinions whether they were requested or not. Payback came when we turned the conversation to my industry, healthcare IT. “What is it you guys do again?” my sister asked. “We cover the last mile of getting healthcare to being paperless—you know getting rid of those clipboards” I responded. 

“Well, you are doing a really lousy job of traveling that mile” my brother snorted. This comment was followed by a series of experiences and jokes about how often each of us had to manually complete information —on paper attached to a clipboard at a hospital, doctor’s office or urgent care facility. In most of the stories we were reminded that the healthcare provider already had the vast majority of the information requested yet they were being asked to re-enter it again.  

My 88-year-old mother asked why she had to sign the same consent at both her doctor’s office and also when she was “wheels up” at the hospital for shoulder surgery— both times on paper. I tried to explain the fact that the surgeon was from an independent practice and the hospital was on a different EHR, glazed eyes all around the table. 

At one point my wife pulled up a video from her favorite comedian Nate Bargatze asking What do y’all do with this form? | Nate Bargatze – YouTube? As Bargatze says in the video, “I don’t know what you guys do with this form, do you have a fire here every night? Just let me take it home.” 

And after a lot of laughs and a few of all too familiar personal patient stories, my brother repeated his, “Like I said you’ve got a lot of work to do”. He’s right, but it’s not just Interlace Health that has a lot of work to do in traveling down that ‘Last Mile’, it’s all of us in Healthcare IT, Patient Experience, Patient Access and HIM.  

2024 is right around the corner, let’s leverage the information we already have to create an experience that’s easy and understandable. We’ll not only make patients happier, but we will also save staff time (how long does it take someone to ready MY handwritten forms and re-enter data?). 

Family members, neighbors, co-workers and even comedians all have one thing in common – they have been a patient or have loved ones that have been.  As a result, they have shared frustrations around the amount of patient paperwork that still exists in the industry. Although it is nice to be in agreement about something during family gatherings  – my hope is in the near future we cross that finish line together, and finally put people over paperwork in healthcare.  

 

 

About the Author:

Art Nicholas, Chief Commercial Officer at Interlace Health, has over 20 years of experience in launching and expanding technologies in the healthcare field. He was a pioneer in getting speech recognition used by both doctors and nurses in inpatient and outpatient settings. In every role, his teams have successfully implemented automated workflows which benefit patients, providers and the healthcare ecosystem. A strong believer in the healthcare IT community, he has been an active member of CHIME, HIMSS, and MUSE, sitting on a number of their committees. He is committed to improving the quality of patient care and lowering the cost of care delivery through well-designed and well-supported technology workflow solutions. Follow Art on LinkedIn.

 

Watch Our On-Demand People Over Paperwork Event

Our People Over Paperwork co-hosted online event with Extract Systems was centered around topics that reflect the overarching idea of putting people’s needs, well-being, and experiences at the forefront of decision-making processes, while also recognizing the importance of appropriate administrative procedures.

Watch People Over Paperwork Webinar

 

 

Navigating the Complex Landscape of Missing Patient Belongings

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Managing patients’ belongings is a time-consuming and costly task that can have a negative impact on the patient’s experience – and your bottom line. These challenges are exacerbated by the state of the patient as they come to the hospital, the number of times they are transferred while at the hospital and how discharge is handled. Without a process in place, it can quickly become a recipe for disaster. 

Unraveling The Impact 

Each year millions of dollars in insurance claims are filed on behalf of hospitals due to missing patient property. An article from the American Society of Health Care Risk Management (ASHRM) details some of the impacts.

“Although provision of care is the primary mission of most health care organizations, functions such as managing patient’s items are one of the many necessary tasks. Quantifying costs related to lost items is difficult, as often data is scarce or inconsistent. In addition to the financial implications losing possessions can diminish the patient experience.” The article goes on to say, “For the organization, there are many risks, including staff time spent managing, searching for and storing lost items; the potential cost of reimbursement or replacement; and reputational risk related to the loss of patient confidence.” 

Many hospitals are finding that the increase in incidents of lost or stolen patient belongings is a result of staffing issues. Hospitals have seen a higher turnover of staff in support services roles than ever before. In 2023, the turnover rate for Patient Care Techs alone was 32.3% (NSI Report, 2023). If those positions are short-handed, many of these patient-related tasks fall on nurses, who are already overwhelmed and spread thin. A NCBI study on nurse time allocation shows that nurses spend less than 40% of their time with patients and have “expressed they were distracted and burdened by performing delegable and non-nursing activities to insufficient staffing or inattention by other departments”.

 

We spoke to Nathan D’Angona, Informaticist at Berkshire Health Systems and he discussed this strain on staff: “the biggest factor is really tied to the time spent trying to track items down, when it is often fruitless, which is really discouraging and mentally draining. And it falls on the shoulders of the busiest people, the nurses, who don’t have time to deal with it. The stress they feel over it is the biggest headache.”  

 

Staffing and clinicians being overwhelmed are just the beginning of the mounting problems related to missing patient belongings. There is often confusion and lack of ownership for which department and role ultimately owns the responsibility of tracking patient belongings during their admission.  “Several departments might have a hand in the process, including clinical departments; outpatient diagnostic and surgical departments; admitting/registration; security; and environmental services (EVS). There may be different methods for documentation, securing items, storage and the length of time items are retained. It is not uncommon for each department to have its own unique off-the-record procedure for management and storage of items, resulting in additional exposure” (ASHRM). Add multiple patient transfers into that already strained workflow, and it becomes impossible to keep track of patient belongings efficiently.  

 

Tackling The Problem  

How are health systems working to minimize these events from taking place? Yale New Haven works to limit the potential for loss by encouraging people not to bring valuable items with them when going to a planned visit to the hospital or doctor’s office. That approach makes sense, but if someone is planning an overnight visit, they will bring wallets, purses, and personal electronics to the hospital. Also, many hospital visits are unplanned and occur when a patient arrives through the Emergency Department.  

Harborview Medical Center in Seattle had over 300 lost article incidents in a single year through their Emergency Department, causing them to spend thousands of dollars reimbursing for personal items. Some examples include a $3,000 ring, $1,000 dentures, $1,500-$2,000 hearing aids, necklaces, jackets, prosthetic devices, even one lost plane ticket. The organization took several steps to dramatically reduce the number of claims of lost belongings primarily stemming from people coming to the hospital via the emergency department.   

By using sealed bags and a property tracking form, Harborview tracked all items whether they came with the patient at the time of admission or were added during their stay. The hospital has signature columns for both staff and the patient to acknowledge both additions and subtractions with their signatures. If a patient is not able to sign for any reason (incapacitated upon admission in the ED, for example) 2 staff signatures are required. As a result of the process, Harborview went from having over 300 incidents a year to only a handful of reimbursements per year.  

A simple solution can often have a significant impact on your staff’s time, patient satisfaction, and your bottom line. Creating a form and a documentation process that is adopted across your organization is the first step. Interlace Health has worked with our hospital customers to implement a digital patient belongings process using our digital forms and electronic signature tools. Several clients have leveraged our Managed Forms Services to have the forms designed and managed by our team, while other systems have created their own forms using our Forms Designer product. Step two is to create and manage a streamlined workflow across all departments for collecting form signatures and documenting patient belongings. Interlace Health can help with that too. Many customers share that having a digital forms library that everyone can access, and a solution that can support patients and multiple staff signatures – all electronically – has been a game changer. 

 

Putting People Over Paperwork 

Interlace Health has been supporting hospitals with patient forms and critical staff workflows for over 30 years and our solutions can help with this mounting problem of missing patient belongings too. Interlace staff have created a 10-step workflow that can help document personal belongings throughout the inpatient stay, starting with admissions in the ER: 

  1. Initial Patient Assessment: When a patient arrives at the Emergency Room (ER), the triage nurse performs an initial assessment and uses a tablet to log basic patient information into the Electronic Health Record (EHR). 
  2. Belongings Documentation: The nurse uses the tablet to document the patient’s belongings at the bedside. This may include personal items like clothing, jewelry, and electronic devices. This includes capturing a picture of the personal items, if necessary.
  3. Integration with EHR: The belongings form is auto archived into the EHR system, ensuring that the information is securely stored and easily accessible by authorized healthcare professionals. 
  4. Real-time Updates: As the patient’s belongings change or new items are added, the staff can update the information with a new form. These updates are reflected in real-time within the EHR, ensuring that all healthcare providers have access to the latest information.
  5. Secure Storage: Belongings information is stored securely in the EHR, following healthcare data privacy and security standards. Only authorized personnel, such as nurses and attending physicians, can access this information, and once a patient signs, the form cannot be edited.
  6. Transfer Report: During the patient transfer process, the nurse generates a transfer report using the tablet. This report includes essential patient information, medical history, and a section dedicated to belongings, which references the form. The form can quickly be viewed, making it easier for receiving staff to verify and track these belongings. If anything has changed, a new form can be created and signed at that time.
  7. Handoff Communication: The nurse communicates the transfer report, including belongings information, to the receiving team. This ensures continuity of care and helps the receiving team to be aware of any specific patient’s needs or belongings.
  8. Receiving Team Access: Upon the patient’s arrival at a different department or facility, the receiving team can access the patient’s belongings form directly from the EHR. This information aids in quickly identifying and managing the patient’s personal items.
  9. Discharge Process: When the patient is ready for discharge, the nurse can access the patient belongings form when items are returned to the patient. 
  10. Final Documentation: An additional form can be generated during discharge to collect the patient and the staff member’s signature to document that all patient belongings were accounted for. This final belonging form is also stored in the patient’s EHR as part of their overall medical history, ensuring a comprehensive record for future reference.

By integrating the belongings tracking workflow into the EHR and utilizing digital forms at the bedside, healthcare providers can streamline the process, improve accuracy, and enhance communication during patient care transitions throughout the hospital. 

The complexities of managing patients’ belongings underscore the urgent need for streamlined processes within healthcare institutions. The repercussions of overlooking this crucial aspect extend beyond financial strain, touching the very core of patient care and satisfaction. As patients navigate through various stages of their hospital journey, from admission to transfer and discharge, the potential for mishaps multiplies.

A well-defined and standardized protocol is not just a prudent investment; it is a safeguard against the chaos that can ensue without one. By addressing the root causes, such as staffing challenges and departmental confusion, hospitals can transform this potential disaster into an opportunity for improved efficiency, enhanced patient experience, and a more resilient bottom line.  

If you are ready to take the next step and automate your patient belongings forms process with Interlace Health, Contact Us today. 

Contact Us

 

 

About the Authors:

 

Art Nicholas, Chief Commercial Officer at Interlace Health

Art Nicholas, Chief Commercial Officer at Interlace Health, has over 20 years of experience in launching and expanding technologies in the healthcare field. He was a pioneer in getting speech recognition used by both doctors and nurses in inpatient and outpatient settings. In every role, his teams have successfully implemented automated workflows which benefit patients, providers and the healthcare ecosystem. A strong believer in the healthcare IT community, he has been an active member of CHIME, HIMSS, and MUSE, sitting on a number of their committees. He is committed to improving the quality of patient care and lowering the cost of care delivery through well-designed and well-supported technology workflow solutions. Connect with Art on LinkedIn.

 

Dessiree Paoli, Director of Product Marketing & Strategy at Interlace Health

Dessiree Paoli is the Director of Product Marketing & Strategy at Interlace Health, a company that transforms workflows by providing clinicians and patients with digital healthcare solutions. She has more than 20 years of experience in driving strategic marketing initiatives, leading teams, and developing integrated campaigns, and she has worked in healthcare for more than 14 years. Connect with Dessiree on LinkedIn. 

 

 

Download eBook: People Over Paperwork – How Healthcare Teams Can Leverage Digitized Forms

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A Blueprint for Success: The Vital Role of Collaborative Partnerships in Healthcare Technology

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In today’s rapidly evolving healthcare landscape, technological advancements have become instrumental in improving patient engagement and ultimately leading to better health outcomes.

As technology continues to revolutionize the healthcare industry, the importance of collaborative partnerships has never been more evident. These partnerships allow healthcare providers, technology companies, and patients to combine their expertise and resources to develop and implement innovative solutions. By working together, these stakeholders can address challenges such as data interoperability, privacy concerns, and limited access to care.

Furthermore, collaborative partnerships foster a culture of continuous learning and improvement. Through shared knowledge and experiences, stakeholders can collectively identify best practices and strategies for implementing and scaling healthcare technologies.  I also feel that it is worth noting this is not a new concept but rather tried and true as history often proves time and again, Rosabeth Moss Kanter summarized it well when she said “Business alliances are living systems, evolving progressively in their possibilities” which was published back in the July-August 1994 edition of Harvard Business Review; Joint Ventures, Collaborative Advantage: The Art of Alliances (hbr.org).

As with any endeavor, collaborative partnerships in healthcare technology face their fair share of challenges and barriers.

Building trust and fostering a shared vision is essential in aligning these diverse interests. By actively engaging in open and honest discussions, partners can find common ground and develop a collective understanding of the desired outcomes.

The rapidly evolving nature of technology presents a challenge in and of itself. Innovation and advancements occur seemingly overnight and require partners to be adaptable and flexible. By embracing a mindset of continuous learning and staying up to date with industry trends, collaborative partnerships can navigate the ever-changing landscape of healthcare technology successfully.

 

Collaboration Drives Innovation and Better Outcomes

Cross-vendor collaboration within the healthcare IT space is nothing new, however, more recently within the past few years there has been an increase in innovative solutions that are driving better outcomes and improving access to care like never before.  Collaborative partnerships offer numerous benefits for the betterment of healthcare overall as it not only provides us with the ability to gain invaluable insights and understanding of the industry’s needs and pain points. But also allows us to develop solutions that are tailored to meet these specific challenges, resulting in more impactful and effective technologies.

For example, Google Cloud and MEDITECH; this collaboration enabled MEDITECH the ability to migrate more than 2,000 on-premise VMs over to Google Cloud.  As a result MEDITECH is able to access more data stores, now and in the future,  and can enable their customers flexibility to scale quicker, faster and at a more affordable rate, then before (MEDITECH: Designing innovative software solutions in the cloud to improve patient care).  Ultimately, MEDITECHs healthcare customers can focus more on delivering quality care, that is easily accessible in a secure and compliant environment.

Another example of a successful collaboration is Nuance Communications and NVIDIA.  This, state-of-the-art, partnership may not have spearheaded Artificial Intelligence (AI) into the healthcare IT space, but it would suffice to say it was the impetus that drove the AI influx moving forward.  This collaboration increases data delivery times from years to months, to days from weeks and hours to minutes, which provides improved patient care and better outcomes at more affordable costs (Nuance Communications and NVIDIA Bring Medical-Imaging AI Models Directly Into Clinical Settings).

“The implementation of AI to analyze big data, especially in the area of imaging, and to develop new algorithms for medical treatment is at the heart of many emerging strategic partnerships” (Driving Innovation in Health Care Through Strategic Partnerships HBR Analytic Services).

As Nuance, Google, MEDITECH and NVIDIA prove, innovation and collaboration often arise from strong partnerships. By learning from these examples, we can gain valuable insights and further understand the vital role that collaborative partnerships play in building a thriving healthcare technology ecosystem.

While collaborative partnerships in healthcare technology have the potential to revolutionize the industry, not all partnerships are successful. To ensure a fruitful collaboration, there are key elements that both healthcare technology companies and their partners must consider.  Below I have highlighted five areas that are key to the success of any partnership.

 

5 Key elements for successful collaborative partnerships

 

1.) Trust & Mutual Respect — It is important both parties demonstrate trust in each other’s capabilities and expertise. This involves being open to feedback and ideas, as well as valuing the contributions of all stakeholders. Trust builds a solid foundation for collaboration, allowing for greater innovation and shared success.

 

2.) Shared Vision & Goals — Alignment is crucial. It is important all parties have a clear understanding of the problem they are trying to solve and how the partnership will help achieve it. When everyone is working towards a common purpose, it fosters collaboration, creativity, and drives the project forward.  Clearly defining the shared goals and expectations of all partners is essential for a successful collaboration. This includes outlining specific outcomes, milestones, and timelines. By setting these parameters from the beginning, partners can align their efforts and ensure everyone is working towards a common purpose.

 

3.) Open Communication — Effective communication is the cornerstone of a successful collaborative partnership. Regular and open dialogue among all stakeholders can help address misunderstandings, resolve conflicts, and promote a sense of trust. Utilizing various communication tools and platforms can facilitate seamless information sharing and collaboration. This includes establishing an agreed upon cadence of communication channels.  It is important to set goals and expectations up-front as this will ensure all parties are on the same page. Effective communication ensures that everyone involved understands the project scope, timeline, and desired outcomes.

 

4.) Flexibility & Adaptability — Technology in general is rapidly evolving and healthcare technology is no different if not more complex as it adds the nuances of legislative mandates and shifting patient needs and expectations into the mix. Partners must be willing to adapt and adjust their strategies as new insights or challenges arise. By remaining flexible, partners can respond effectively to changes in the industry and ensure the success of their collaborative efforts. Regularly evaluating and adjusting strategies and approaches can help partners stay ahead in a dynamic industry.

 

5.) Celebrate & Educate — Celebrate success but also learn from failures.  Recognizing and celebrating successes, both big and small, is important in maintaining motivation and morale within the partnership. Equally important is learning from failures and using them as insights to improve future endeavors. By adopting a growth mindset and leveraging both successes and failures, partners can continuously improve and evolve.

 

While there may be challenges and barriers to overcome, the potential benefits of collaborative partnerships in healthcare technology are undeniable. By proactively addressing these challenges and leveraging effective strategies, partners can overcome obstacles and achieve remarkable results.

 

About the Author:

Kristin Shores is a results-driven Strategic Partner Executive with a proven track record of cultivating and nurturing high-value partnerships that drive business growth and innovation. With over a decade of experience in the field, Kristin’s expertise lies at the intersection of relationship-building, strategic planning, and business development. As a strategic thinker, Kristin leverages her comprehensive knowledge of market trends and emerging technologies to craft innovative partnership strategies that position her organizations at the forefront of their respective industries. Her ability to adapt to evolving market landscapes and pivot with agility has been instrumental in delivering sustainable growth.  Connect with Kristin on LinkedIn. 

 

Contact Kristin to learn more about Interlace Health’s Partnership Program: kshores@interlacehealth.com

 

 

5 Strategies for Building Lasting Client Customer Relationships

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In today’s dynamic business landscape, creating lasting customer relationships is more important than ever. In my role as the Chief Experience Officer at Interlace Health, I have the privilege of leading our efforts that ultimately strive to place people over paperwork. From my two decades of experience in the healthcare IT industry, I’ve learned that building long-term customer retention is a combination of mutual trust, passion, dedication, and a commitment to excellence.  

Listed below are 5 essential steps that, I believe, have enabled us at Interlace Health to build long-term client relationships over the past 32 years that have contributed to our 97.4% customer retention rate. 

 

Step 1: No Matter What, Put People First  

At Interlace Health, our mission is clear: we put people over paperwork. We provide healthcare organizations with forms automation solutions that simplify processes, enable electronic signature capture, and create workflows that save time and reduce costs. But the key to our success is listening to our customers. We understand that while we offer electronic solutions, many organizations still rely on paper-based processes. It’s about meeting our customers where they are and addressing their unique needs today.  

We work hard to be a true partner to our customers. We strive to understand their priorities so we can build strong, long-lasting relationships and help them achieve sustained success. This starts by providing a hands-on partnership and support during every step of their journey with us. Our customers can rely on us when things are working well, but more so when things aren’t going as expected. For example, during the COVID pandemic, we ensured that all Interlace Health operations continued unaffected, fully staffed in services and support teams, with the ability to continue implementing critical projects and to provide enhanced customer support for those customers who were up and running. For some customers, we became their IT department when their internal staff couldn’t effectively support their Interlace Health solutions. We had customers relying on us to help set up COVID testing units in different areas throughout the hospital. In addition to technical support, our implementation team, who has always operated with robust remote capabilities, were ready and enabled to continue working on critical project implementations at a time when customers needed automated digital workflows the most.  

  

Step 2: Build a Dedicated & Caring Support Team 

Behind every technological solution lies a specialized support team. I believe in the power of personalized and attentive support to customers. We’ve built our product support team from the ground up, focusing on what makes our customers stay with us—highly engaged customer support. These individuals are the backbone of our success, working tirelessly to maintain a consistent level of service quality and support standards to ensure our customers have what they need to thrive. 

In times of crisis, such as the COVID pandemic, our support team was ready to provide enhanced support services to our customers who needed assistance beyond regular technical support. When a customer needed to set up workstations and printers along with the creation of their intake forms under a tent in their parking lot for COVID testing, our support team quickly adapted to the customer’s needs and was instrumental in successfully managing the situation.    

 

Step 3: Embrace Feedback: Both the Good & the Bad 

Creating a culture of continuous improvement is vital. We’ve established a Customer Success Council of our most engaged and knowledgeable customers who advise us on our products, solutions, share best practices, and provide candid feedback. We also conduct surveys during and after implementation and hold quarterly check-in meetings to ensure we are adapting to our customers’ evolving needs. Their feedback and insights help us make informed decisions to improve our products and services which guide our path forward.   

Since the start of the council, our council members have served as a sounding board for proposed strategies, initiatives, or new product/service ideas. They bring fresh perspectives and creative ideas to the table, validating our plans and providing constructive criticism or suggestions for improvement. Our Customer Success Council has not only helped improve our current products and solutions, but has also helped shape Interlace Health’s new platform, Informed Consent Nova.  

 

Step 4: A Constant Focus on Innovation  

Innovation is at the heart of our approach. We’ve established a Managed Services Program that offers fully outsourced services to enhance efficiencies and assist customers with their workload. This has become a critical resource for many of our customers recently amid healthcare resources and budget constraints. During the COVID-19 pandemic, we faced unprecedented challenges, but we were prepared to respond.  

 Our focus, then and now, is to enhance customers’ delivery of patient care while increasing operational efficiencies among their valuable healthcare staff. It’s our mission to offer digital healthcare solutions and provide lasting support to customers while building strong relationships. 

  

Step 5: Remember: Customer Support Doesn’t Stop After Implementation 

Customer relationships don’t end after implementation; they deepen. We provide continuous support, working hard to validate that customers are getting value from their Interlace Health solutions and proactively address their needs and concerns. Even after our customers are comfortable with our solutions, we remain committed to their success. It’s about going the extra mile and being there when they need us most.  

Customer needs, preferences, and circumstances can change over time or instantaneously – as it did with COVID. We did everything we could for our customers during COVID times to allow them to continue delivering patient care while we focused on their operational needs and effectively supported their Interlace Health solutions.  

Building long-term customer retention is not just about offering products or services; it’s about building meaningful and lasting connections. At Interlace Health, we’ve embraced these five essential steps—putting people first, building a dedicated support team, embracing feedback, offering innovative solutions, and committing to continuous support. With a relentless focus on customer satisfaction, we’ve achieved a 97.4% customer retention rate and look forward to continuing long-term partnerships with our customers.  

 

 

About the Author:

Maggie Peña is the chief experience officer at Interlace Health (the next generation of FormFast), a 30-year-old privately held healthcare IT firm that helps healthcare organizations put people over paperwork with forms automation solutions that enable electronic signature capture and create workflows that save time and cut costs. She brings 22 years of experience in IT to her role and leads one-third of Interlace Health’s employees.

With a fierce focus on customer satisfaction and retention, Maggie created and built Interlace Health’s customer support team and its customer implementation strategy, she built out the company’s fully Spanish-speaking team for project implementation and ongoing customer support, and she has managed the company’s managed services program to create efficiencies for customers. She believes in a proactive approach to customer service, and it shows, with happy and successful customers. Interlace Health provides workflow solutions to 1500+ healthcare organizations and under Maggie’s leadership, Interlace Health currently has a 97.4% customer retention rate. Maggie serves as co-leader for the HIMSS Clinician Burden Reduction Task Force and was recently named to Becker’s 2023 Women in Health IT to Know list.

 

 

 

Embracing a Collaborative Mindset: Revolutionizing Healthcare Technology Through Partnerships

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Let’s face it, healthcare technology can be a real headache. From navigating complex electronic health records (EHR), to trying to engage patients in their own care, it can feel like an uphill battle.    

Healthcare technology has come a long way, from clunky systems to the cutting-edge digital solutions we have today. But how did we get here?   I think to answer that question accurately, it is important to first understand why and how we got to the place we are at today. I believe it boils down to a multitude of things: regulatory requirements, interoperability mandates, and the need for innovation, just to name a few. But overall, it was and still is just a simple need.  A need to be better, a need to improve.  So, how did we get here? I believe the answer to that is tied to strategic partnerships and the rise of third-party vendor integrations. 

Certainly, regulations have helped ensure that disparate systems communicate and share information, but it is oftentimes the sub-components of these systems that are sometimes seen as an afterthought that I am most interested in.  Third-party vendors often have solutions that fill a specific need, a specific use case that is a component of the patient journey or care continuum.  Alone they are just a piece of the puzzle, but together with other technologies, they can create more efficient and cost-effective solutions. 

MEDITECH, a leading EHR vendor, announced its Alliance program earlier this year with a goal to create a better ecosystem of solution vendors to support their health system clients. Interlace Health was named an Innovation Partner, providing the ability for a deeper integration between our eSignature solutions and the Meditech Expanse EHR. As a result, nurses, doctors, and patients will get a seamless workflow when completing registration, consenting, and discharge documentation. 

But customers are looking for all their vendors’ products to work well together – not simply work with the EHR. At the MEDITECH Live 2023 event, a Midwestern CIO shared this request: “I need all of you guys (3rd party vendors) to work well together so my patients and doctors have a hassle-free experience”. Along those lines, we are working with key members of the MEDITECH ecosystem, including Forward Advantage, to make sure that our solutions are not only compatible with each other but that the workflows are optimized. 

 Bottom line, the Healthcare Technology industry needs partnerships to help ensure improvement and innovation continue.  Partnerships with, and among, third-party vendors provide the extra boost of support and expertise that can make all the difference.   There is not one size fits all.  This is no truer now than it will be in the future; gaps in functionality exist and will probably continue to exist.  Which is why partnerships are so important.  To create a full-scale solution, one that fits the needs of each unique organization, it is crucial that technology vendors have partnerships that enable them to work together in a united front.  

With these partnerships, healthcare organizations can access cutting-edge technology, gain valuable insights, and tap into specialized knowledge and experience. 

  

 

About the Author:

Kristin Shores is a results-driven Strategic Partner Executive with a proven track record of cultivating and nurturing high-value partnerships that drive business growth and innovation. With over a decade of experience in the field, Kristin’s expertise lies at the intersection of relationship-building, strategic planning, and business development. As a strategic thinker, Kristin leverages her comprehensive knowledge of market trends and emerging technologies to craft innovative partnership strategies that position her organizations at the forefront of their respective industries. Her ability to adapt to evolving market landscapes and pivot with agility has been instrumental in delivering sustainable growth.”

 

 

 

How Automating Discharge Acknowledgement Forms Can Benefit U.S. Hospitals 

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Over 34 million discharges occur from US hospitals each year (Statista). Each of those discharges requires a discharge acknowledgement form that a patient or their representative sign when they leave a hospital. These forms serve various purposes, such as informing patients of their rights, responsibilities, and follow-up care instructions, as well as obtaining consent for the release of medical records and billing information. Discharge acknowledgement forms are also important for hospitals, as they can help prevent disputes, lawsuits, and audits, as well as improve patient satisfaction and outcomes. 

However, creating and managing discharge acknowledgement forms can be a tedious and time-consuming task for hospital staff. Nurses often have to manually fill out the forms with patient information, print them, obtain signatures, scan them, and store them securely. This process can be prone to errors, delays, and inefficiencies, which can negatively affect the quality of care and the revenue cycle of the hospital. 

This spring I had the chance to visit one of our customers, Nicklaus Children’s Hospital and got to see how they are using our software to simplify and streamline this process: automating discharge acknowledgement forms. By providing their nurses iPads loaded with our software, they have eliminated a series of menial tasks for that valuable staff. In addition to saving staff time and eliminating the costs associated with paper, the solution provides additional benefits: 

  • Enhancing accuracy and compliance: Automating discharge acknowledgement forms can eliminate human errors and inconsistencies that may occur when filling out or processing the forms. This can ensure that the forms are accurate, complete, and compliant with the relevant laws and regulations. It can also make it easier to track and audit the forms in case of any disputes or inquiries. 
  • Improving patient experience and engagement: Automating discharge acknowledgement forms can provide patients with a more convenient and user-friendly way of signing the forms. They can use tablets provided by the hospital to sign the forms electronically without having to deal with paper copies, clipboards and pens. They can also receive copies of the forms via email or text message for their records. This can improve patient satisfaction and loyalty, as well as encourage them to follow their discharge instructions and care plans. 

Nicklaus Children’s is not alone, as many of our over 1,100 hospital locations have deployed or are in the process of automating discharge acknowledgement forms. This workflow is just one of the many ways Interlace Health is helping our healthcare customers put #peopleoverpaperwork. 

 

About the Author:

Art Nicholas, Chief Commercial Officer at Interlace Health, has over 20 years of experience in launching and expanding technologies in the healthcare field. He was a pioneer in getting speech recognition used by both doctors and nurses in inpatient and outpatient settings. In every role, his teams have successfully implemented automated workflows which benefit patients, providers and the healthcare ecosystem. A strong believer in the healthcare IT community, he has been an active member of CHIME, HIMSS, and MUSE, sitting on a number of their committees. He is committed to improving the quality of patient care and lowering the cost of care delivery through well-designed and well-supported technology workflow solutions.

 

Learn how Nicklaus Children’s redeployed 4,914 hours of nurse time!

Read Success Story

 

 

Using Technology to Navigate the Nursing Shortage

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Guest Blog – Author: Mike Knebel, CEO at Forward Advantage

 

During this year’s National Nurses Week, Interlace Health, the next generation of FormFast, posted on a topic we’re all keenly aware of right now – the nationwide nursing shortage. The demand for nurses is at an all-time high while the supply is at an unprecedented low. Why is this?  Job burnout is at the core with many nurses feeling overworked and underappreciated. This has led to large numbers retiring, transitioning to new roles in healthcare, or taking up new professions. Healthcare organizations feel the pressure, too, with the end of the Public Health Emergency funds and the need to accomplish more with less resources.

Interlace Health’s post provides examples of how technology and automation can reduce nursing workload, and they asked Forward Advantage to participate in the conversation. I’ve devoted the majority of my career to healthcare IT, and my wife is a day surgery nurse at a children’s hospital, so this is a topic near and dear to my heart. “People over paperwork” is Interlace Health’s motto and it’s one our company stands by too. In response, we’re shining the spotlight on biometric patient identification and single sign-on for clinical mobile devices. From the moment a patient steps into the hospital, to any point of care, these solutions put time back into a nurse’s day so that it can be spent where it belongs – with the patient.

 

Advanced Biometrics for Patient Identification

Duplicate records, identity theft, and changing regulations can make quick and accurate identification of patients a real headache for many organizations and their nurses. Biometric patient identification promotes safe, quick, and accurate patient care by eliminating the need for manual lookups, while also decreasing duplicate records and the potential for identity fraud. The technology uses advanced palm-vein pattern scanning to identify patients at any point of care directly from the registration screen. Not only is biometric patient identification more efficient with less potential for error, but it also allows for expedited care in emergency scenarios where a patient might not be able to identify themselves. This is a true example of people over paperwork.

 

Single Sign-On for Clinical Mobile Devices

Single sign-on (SSO) is broadly deployed in today’s hospitals and healthcare organizations because of its time-saving potential. The technology uses either fingerprint readers or proximity badges to quickly sign clinical staff in and out of workstations with the touch of a fingerprint or tap of a badge. By eliminating the need to remember multiple, complex passwords, SSO reduces provider frustration to expedite care. It also enhances security as staff are more likely to log out of workstations and less likely to write passwords down.  If your nurses currently log on and off shared workstations using proximity badges, consider extending this convenience to your clinical mobile devices. SSO can be integrated with leading mobile devices like Honeywell, Zebra, and others so these devices are easily unlocked and locked with a simple badge tap. This eliminates the tedious entry of usernames and passwords at each device, which encourages user adoption and improves productivity for more in-person patient care.

For a real-life example of SSO for mobile device access, read this customer success story featuring Interlace Health and Forward Advantage customer King’s Daughters Medical Center. The hospital uses MEDITECH Expanse POC with Zebra clinical mobile devices to essentially consolidate the EMR and scanner into one, hand-held device. “It’s patient-facing, so I can walk into a room and scan the patient, scan the med, administer the med, and document it all on one device,” shares Joe Farr, RN and clinical applications coordinator at King’s Daughters.

 

The Takeaway

Forward Advantage provides a wide range of solutions that improve efficiency, access to clinical information, and the patient’s overall experience. As an authorized reseller and implementer for Imprivata, we offer Imprivata PatientSecure and Imprivata Mobile Device Access. Eliminating duplicate patient records, along with too many passwords and log-on prompts, are two attainable ways that hospitals and healthcare organizations can alleviate the strain on today’s nurses and allow more time for in-patient care. We hope to keep the conversation going with more vendors contributing their ideas on how healthcare can do more with less – without sacrificing quality or security. Click here to read MEDITECH’s recent white paper on the evolution and implications of healthcare workforce challenges.

If you are interested in learning more about Forward Advantage’s identity and security solutions please visit forwardadvantage.com or email them at info@forwardadvantage.com.

 

 

About the Author: Mike Knebel, CEO at Forward Advantage

 

Mike Knebel is Chief Executive Officer for Forward Advantage. With over 30 years in healthcare, he has experience in organizations including payors, MSOs, IDNs, consulting, and as a vendor. He’s passionate about improving the delivery of care through better communication, information exchange, data security and building strong customer relationships and business partnerships.

 

 

 

The Future of Healthcare: Leveraging Technology and Embracing Hospital-at-Home

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As the healthcare industry continues to evolve, the need for paradigm-shifting solutions becomes increasingly necessary. Leveraging technology and embracing new care delivery models, such as acute in-home care, are key factors in addressing the challenges faced by healthcare organizations.

Last month, I had the opportunity to join my colleague, Dessiree Paoli, as we hosted a webinar: Health IT in 2023 — Mid-Year Market Insights, to share insights and discussions from several of this year’s major healthcare conferences, such as ViVE and HIMSS. The webinar shed light on the potential of technology-driven transformation and the growing importance of emerging hospital-at-home care models. In this blog, I took the opportunity to further explore these timely topics that have the power to untap the potential of technology-driven transformation and the growing importance of emerging hospital-at-home care models. 

 

Digital Transformation and Redefining Hospital Processes: 

Digital technologies should not be seen as mere replacements for outdated processes but as tools to redefine and improve the care continuum. The focus should be on leveraging the novel capabilities of emerging technologies to redefine new processes. The future of care delivery is expected to move away from traditional hospital settings, opening possibilities to bring care to where patients are rather than into the walls of the hospital. 

Transformation leaders emphasized that Change management is essential when implementing digital transformation in healthcare. Involving healthcare providers in the evaluation and sale of digital solutions, standardizing processes, and leveraging the existing electronic health records (EHR) infrastructure can enhance the adoption and impact of digital technologies. If a digital technology doesn’t improve access to care or the patient experience, then the hospital is unlikely to see a true return on their digital investment. 

 

The Rise of Hospital-at-Home: 

Hospital-at-Home (HaH) is a new level of care that challenges traditional definitions and names associated with home health and home care. The majority of healthcare actions already occur in the home, and HaH aims to provide hospital-level care in a patient’s own residence. This shift in care delivery has the potential to prevent unnecessary hospitalizations, improve nurse-to-patient ratios, and create new streams of revenue. CMS has already seen over 200 hospitals successfully apply for the Acute Hospital Care a Home (AHCaH) waiver, while commercial payers are quickly seeing the benefit of negotiating HaH contracts with their network of providers. 

HaH offers a range of benefits, including improved access to care, better provider experience, and cost-effective care delivery. However, implementing HaH programs come with its own set of challenges. Logistics, such as ensuring devices stay charged throughout the day, and standardizing processes while maintaining personal connections with patients, are critical hurdles to overcome. Even simple things like getting paperwork signed by patients take on a new level of complexity when the patient is no longer bound to the hospital. Hospitals exploring HaH programs also must figure out if their current partners support in-home care, what new technologies will need to be adopted, and how to staff these programs. 

At its core, HaH programs are simply shifting where care is being delivered. In practice, the process of delivering that care becomes more complex for hospitals. The two clearest examples are remote patient monitoring (RPM) and clinician staffing. Hospitals must have robust RPM capabilities to monitor patients and take vitals in order to rapidly respond to changes in a patient’s condition. Since the hospital room is the patient’s home, this means the RPM tools must have reliable internet connectivity. Panelists at HIMSS and ViVE mentioned a range of methods from subsidizing home internet for patients to installing cellular wi-fi enable RPM cradles in patient’s homes to ensure the patient is connected to the health system. Staffing is also a challenge as the hospital will need to deploy nurses into the field, having physicians on hand to coordinate care and meet remotely with patients, and have the flexibility to ensure 24/7 remote monitoring with patients. Currently, individual hospital leaders are all developing their own ways to manage these processes, though we may expect some standardization to occur over time. There are also lessons to be learned from the home health market, though several HaH leaders did mention that MedSurg nurses seem to be thriving in these programs. 

 

AI in Healthcare: Promises and Ethical Considerations: 

Artificial intelligence (AI) and machine learning (ML) hold great potential in healthcare, though it may sometimes feel impossible to separate the true value from the hype. The best bit of wisdom shared during the many AI-focused sessions across HIMSS and ViVE was to look at any AI-powered product and ask how it augments or automates a given job or task? Further, ask how does AI free up people for more high-value work? Leaders should not be asking how AI tools can replace FTEs, but rather how AI tools can enable people to do more fulfilling work and, ultimately, better patient care. However, ethical considerations, biases in data inputs, and the lack of unified principles pose challenges.  

Healthcare leaders must carefully evaluate AI applications, ensure transparency, and address equity issues. Healthcare AI experts were careful to note that there are a number of players in the AI space who aren’t interested in being responsible, happily selling based entirely on hype. The stunning pace of evolution in AI creates a challenge for IT and other healthcare leaders to stay on top of the practical applications of these tools. 

 

The Second Half of 2023: 

We are nearly halfway through what feels like the first real year since the initial public health emergency was declared in 2020. This year began with an entrepreneurial spirit to transform Pandemic-era learnings into innovative ways to make healthcare better for people. But there is also so much more ground to cover through the rest of the year. 

Hospital-at-home is just getting started, but the energy and money pouring into this space suggests a very bright future. In the second half of the year, we will likely see a lot more noise around how commercial payers are going to engage with this new care pathway. With the ACHaH waiver extended through 2024, there is both a lot of time to figure things out and some real concerns that CMS won’t fully support these fledgling programs. We should also expect more start-ups to emerge offering platform solutions to help manage HaH programs. While innovations will surely emerge, hospitals may benefit from working with current technology partners to see how their IT solutions may be extended to support HaH, rather than going out and adding to the tech stack. 

And then there is AI. It is difficult to predict where AI will be in 6 months. Many of the most sophisticated generative AI models built specifically for healthcare are well under wraps or are very young. Google’s Med-Palm 2 promises some massive leaps forward but is still only being used by a very small, select group of testers. Through the course of 2023, we will likely see the market settle somewhat as vendors offering reliable, process-improving AI-powered products emerge as early winners, with imaging, clinical documentation, and elements of the revenue cycle delivering augmentation and automation solutions with a tangible ROI. 

Finally, I have to spend a moment talking about TEFCA. 2022 into early 2023 was dominated by EHRs and big HIEs pledging to participate in TEFCA. My expectation was that health systems would start engaging with the common agreement sometime in 2024. So, reading multiple announcements of major health systems committing to the program at the halfway point of the year is encouraging. Most of the systems currently announcing their participation are large, big-name systems, but a recent survey from the AHA found that 51% of hospitals plan to participate, with another 23% considering participation. I am concerned that independent hospitals are far more likely to not be familiar with TEFCA. With interoperability and data sharing being critical to the future of care delivery and improving the patient experience, hospitals that aren’t participating could find themselves at a disadvantage, looking in from the outside. And, while the door to join TEFCA is not slamming shut, non-participating hospitals may see themselves become less competitive. 

The post-Pandemic world has all of us in the healthcare industry living in interesting times. The necessity to reinvent care delivery and drastically overhaul processes to boost efficiency in the face of increasing staffing challenges require leaders to be innovators and managers of change. Even more, leaders must balance excitement with pragmatism as AI-powered technologies steal headlines and fill inboxes with fascinating ideas, and more than a little snake oil. Yet we still contend with the grit in the gears of healthcare, irritating patients, clinicians, and administrative staff; and real opportunities exist to remove the grit, grease the wheels, and make healthcare a better place. 

 

 

 

About the Author:

 

Christopher Link, Interlace Health’s Research and Insights Manager, has 13 years of market research and analysis work within the healthcare market. For the last 7 years, Christopher has focused on addressing market and strategic challenges for payer, provider, and healthcare IT vendor leaders. He believes that sound insights and intelligence are essential for effective decision-making and long-term success. Christopher currently resides in the Washington D.C. area with his wife and their dog.

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