Client Success Stories

Happy_Employee

ActiveXCHANGE – Advocate Illinois Masonic Medical Center

Advocate Illinois Masonic Medical Center Eliminates 1.3 Million Pages Per Year and Reduces Patient Wait Times by 28% with HealthWare Systems’ ActiveXCHANGE

Organization

  • Advocate Illinois Masonic Medical Center

Problems

  • Manual processes for handling and filing paper patient charts; missing physician orders and faxes; communication issues (externally and between departments)

Solution Delivered

  • ActiveXCHANGE, a paperless, automated revenue cycle solution that efficiently manages faxed data, documentation, images, and data feeds electronically

Key Metrics

  • Located in Chicago, IL
  • Over 800 physicians on staff
  • 409 staffed hospital beds
  • Net patient revenue: $371 million

Benefits

  • Cost savings by going paperless:
    • 1.3 million pages eliminated per year
    • 18,333 folders eliminated
  • 28% reduction in patient wait times
  • 8 FTEs repurposed
  • Reduced internal workloads through the automation of manual processes
  • Improved departmental efficiency
  • Enhanced communication
  • Increased staff satisfaction
  • Increased physician satisfaction
  • Increased patient satisfaction

activeXchange_RESULTS

Illinois Masonic Medical Center is part of Advocate Health Care, one of the top healthcare systems in the country and the largest fully integrated healthcare delivery system in Illinois. Recently, the hospital replaced its manual procedures with a paperless, electronic solution.

ActiveXCHANGE Software

The Challenge

Illinois Masonic’s former manual processes for dealing with paper patient charts and other documentation were creating a great deal of challenges for staff, physicians, and patients. Staff had to manually locate charts upon patient arrival, pull charts by date and service for delivery to each registration area, each day, and compile each chart with all necessary forms, eligibility printouts, stickers, and armbands. If a patient presented on the wrong day, the chart had to be recompiled. Work queues consisted of stacks of charts and filing cabinets were used as work queues for insurance verification.

Communication, between departments and externally, also suffered. Photo IDs, insurance cards, and consent forms were copied and sent with the patient and chart. Half the chart was sent to Clinical, the other half to PFS for scanning and storage. Faxes did not always make it to Central Scheduling, ending up in multiple other departments instead.

With this system in place, patient charts could be misplaced, patients were known to present without physician orders, and staff members were unable to reach physicians when orders went missing.

The Result

The hospital’s Patient Access Department Advisory Council was tasked with finding a comprehensive solution that could address each of these problems. They worked with HealthWare Systems to implement ActiveXCHANGE and integrate all of their disparate activities into a single cohesive process. The new paperless solution manages datadriven work queues for Patient Type, Procedure, and Payor, and includes Pre-Arrival and Change in Status Workflows.

ActiveXCHANGE has simplified and automated all necessary steps between physician offices, Patient Access, and the clinical departments, including: Scheduling, Pre-Registration, Eligibility, PreCertification/Authorization, Medical Necessity, Pricing, Collections, and Financial Counseling.

Illinois Masonic now electronically manages its orders and patient folders. Manual filing is a thing of the past with the hospital’s new Electronic Patient Folder system. They now use electronic forms and patients can even complete their registrations with Electronic Signature of required forms.

Advocate-Illinois_Results_Page_2

The Benefits

Thanks to its new digital order management solution, Illinois Masonic has eliminated paper charts and the manual filing system at the hospital, and decreased paper use by 1.3 million pages per year. ActiveXCHANGE has also reduced internal and external communication issues by simplifying and automating formerly manual processes. Due to the increased staff efficiency afforded by the solution’s automated workflows, the hospital has been able to lessen internal workloads and repurpose eight FTEs. In addition to the cost savings provided by these improvements, Advocate Illinois Masonic has seen a 28% reduction in patient wait times.

Ultimately, all parties have seen benefits, resulting in increased staff, physician, and patient satisfaction.

About ActiveXCHANGE

HealthWare Systems’ ActiveXCHANGE is a comprehensive, paperless solution for efficiently managing all faxed data and documentation, images, and data feeds electronically. It provides a single, consistent interface for scheduling and pre-arrival by consolidating information from multiple scheduling systems, web-based requisition systems, EMRs, faxes, hard copies, and verbal appointments. And, the benefits of ActiveXCHANGE are achieved without the need for referring physicians and third party testing facilities to change their behavior.

HealthWare Systems specializes in integrating proprietary and third party patient access technologies into a seamless solution that ensures every patient encounter is financially and clinically cleared prior to date of service. Our solutions enforce data and documentation standards throughout the patient encounter. These benefits are provided as extensions to existing hospital information systems and other solutions. We provide the platform to “tie it all together” without replacing your investment in your current products and solutions.

Request an ActiveXCHANGE Demo

  • Select all that apply.


Hospital_Vendor

ActiveXCHANGE – Chesapeake Regional Healthcare

Chesapeake Regional Healthcare Selects ActiveXCHANGE by HealthWare Systems to
Enhance the Efficiency of Managing Physician Orders and Supporting Documentation

Organization

  • Chesapeake Regional Healthcare

Problems

  • An inefficient and expensive cloud-based fax provider

Solution Delivered

  • ActiveXCHANGE, a faster and more affordable system for storing, organizing, and accessing the hospital’s fax data

Key Metrics

  • Independent, regional medical center
  • Approximately 600 physicians on staff, covering all major disciplines
  • Special nursing units housing 310 private beds
  • Celebrating 40+ years of service to the community

Benefits

  • Enhanced workflow designed to enable quicker patient onboarding
  • Ensures accurate delivery of information
  • Improves cost savings by going paperless
  • Increases outbound correspondence automation to referring physicians and third party entities
  • Reduces internal workloads by replacing manual processes with readily available, flexible and configurable workflows
  • Eliminates timely and costly printing and scanning by using automation to release all documents to EPIC imaging

“HealthWare’s customer service response is second to none. I’ve never seen anything like it. I couldn’t be more pleased. If we ever have a problem with speed or the server, they’re
right on top of it. I would highly recommend them, bar none.”
-Carol Turnage, IT Telecommunications Manager,
Chesapeake Regional Healthcare

Chesapeake Regional Healthcare, which services Southeast Virginia and Northeast North Carolina with cancer treatment, cardiac rehabilitation, physical therapy, wound care, and a surgery center, has implemented HealthWare Systems’ ActiveXCHANGE

across fifteen of its departments in response to the hospital’s recent challenges.

The Challenge

Before partnering with HealthWare Systems, Chesapeake Regional Healthcare (CRH) had a problem with its cloud-based fax provider: it was inefficient and expensive. The hospital’s faxes were stored off-site on servers owned by the vendor, resulting in delivery delays of important data to the registration and clinical staff. On top of this, the hospital w

as charged per faxed page, which added up quickly.

Recognizing the importance of receiving faxed referrals, physician orders, and insurance authorizations in a timely and cost-effective manner, Carol Turnage (Chesapeake Regional’s IT Telecommunications Manager) sought “a more efficient solution to manage all faxes, direct messaging, images, data feeds, and PMS/EMR documentation.”

Fortunately, she didn’t have to look far as a partner hospital had already experienced great success in addressing these issues through the use of ActiveXCHANGE. Bon Secours Medical System in Norfolk, Virginia suggested the software to Turnage, noting its automation and workflow features, as well as the ease with which it could be integrated with EPIC, a system both hospitals were already using. As Turnage pointed out, “the integration of ActiveXCHANGE with EPIC enables our staff to work more efficiently from

improved workflows and automation, allowing us to deliver a more cohesive operation and enhance customer satisfaction. We are extremely impressed with how ActiveXCH

ANGE automatically releases all of the documents to the EPIC patient folder, eliminating any need to print and scan into EPIC or our Imaging solution.”

The Result

Turnage oversaw HealthWare’s installation of ActiveXCHANGE at Chesapeake Regional, which was completed over the course of a single week, and observed the vendor’s thorough and accurate training of staff:

“ great project managers and they’re very knowledgeable about the product. The knowledgeable people on staff make it a huge success, in addition to the prompt customer service. It was very seamless. They took the time to train us and really went into great detail about how it was going to work. They were so good to work with. One week we were on our old system, the next week we were on ActiveXCHANGE.”

Now that the system is live, CRH can confidently rely on HealthWare to keep it running smoothly and provide updates as the hospital’s needs change.

Benefits

Thanks to its switch to ActiveXCHANGE, Chesapeake Regional has seen a “substantial ROI,” according to Turnage. “Because the application can run on top of our existing RightFax infrastructure and virtual environment, costs have decreased. We aren’t charged by the number of pages being faxed, like most other fax server systems. With HealthWare, it’s a monthly fixed price.”

Using the hospital’s own infrastructure came with another benefit- the elimination of delayed information. ActiveXCHANGE was able to integrate easily with the existing technology at CRH, including EPIC, and created a faster, more streamlined system for storing, organizing, and accessing the hospital’s multitude of fax data.

Chesapeake Regional is now able to quickly, reliably, and securely send and receive large volumes of faxed information. Faxes are clearly organized and managed so as not to compromise patient care or incur additional expenses due to inefficiencies or missing information. ActiveXCHANGE helps CRH provide information in a timely and structured manner to patients, physicians, and staff, improving overall satisfaction for all parties. As Turnage indicated, Chesapeake Regional Healthcare is extremely pleased with its decision to use ActiveXCHANGE and highly recommends HealthWare Systems to other facilities seeking similar solutions

About ActiveXCHANGE

HealthWare Systems’ ActiveXCHANGE is a comprehensive, paperless solution for efficiently managing all faxed data and documentation, images, and data feeds electronically. There is no need for referring physicians and third party testing facilities to change their behavior; they simply continue to fax information as they do today. ActiveXCHANGE converts all faxed communication to electronic documents which are then incorporated into electronic workflows for review, evaluation, and acceptance prior to the patient’s date of service.

HealthWare Systems specializes in integrating proprietary and third party patient access technologies into a seamless solution that ensures every patient encounter is financially and clinically cleared prior to date of service. Our solutions enforce data and documentation standards throughout the patient encounter. These benefits are provided as extensions to existing hospital information systems and other solutions. We provide the platform to “tie it all together” without replacing your investment in your current products and solutions.

Request an ActiveXCHANGE Demo

  • Select all that apply.

Seamless Integration with EPIC


Doctors medical facility hospital vendor

ActiveFORMS – BJC HealthCare

BJC HealthCare Cuts Costs, Increases Staff Productivity, & Enhances Patient Safety with HealthWare Systems’ ActiveFORMS

Organization

  • BJC HealthCare

Problems

  • An excessive number of pre-printed, paper forms; stockpiled old versions of forms, still accessible to staff

Solution Delivered

  • ActiveFORMS, an electronic forms library that eliminates pre-printed forms and ensures consistent documentation standards across facilities

Key Metrics

  • Located in St. Louis, Missouri
  • 26,622 employees/3,790 physicians
  • Net revenue: $2.9 billion
  • Utilizes 3 different hospital information systems at multiple sites
  • Processes 40 to 50 thousand transactions daily via over 1,100 deployed work stations
  • Uses more than 3,000 different forms

Benefits

  • Cost savings through significant decrease in paper use/storage
  • Elimination of waste and repurposing costs of old versions of forms
  • No more blue cards or bar-coded labels
  • Increased staff productivity through pre-populated patient demographics on forms and less time spent searching for specific forms
  • Enhanced patient safety through standardized documentation
  • Improved JCAHO compliance

“The solution is really easy to use for our customers and makes them happy. HealthWare Systems provides really good support on every level. I’ve never seen a vendor be so responsive so quickly. I give them an A-plus!”
-Mary Robinson, Project Manager, EDMS/Forms Management
BJC HealthCare

ActiveFORMS

BJC HealthCare (recognized by U.S. News & World Report as one of “America’s Best Hospitals” for 16 years in a row) is one of the largest nonprofit healthcare organizations in the United States. With thirteen hospitals and multiple community health locations, it requires solutions that can be used throughout various departments, programs, and facilities. To address recent challenges, BJC HealthCare has chosen HealthWare Systems’ ActiveFORMS as its electronic forms solution.

The Challenge

Prior to implementing ActiveFORMS, BJC was dealing with an excessive supply of pre-printed, paper forms in different versions floating around its multiple facilities. When new versions of forms were ordered, the older versions were stockpiled and still accessible to staff. One problem with this arrangement was that those old versions were not up-to-date and did not always include revised dosage amounts; if a staff member used an old form, patient care could be affected.

Before BJC could choose a solution to these dilemmas, the organization had to be sure it would work for all of its locations. The forms would also require a standard design so that staff traveling between departments and facilities could access a familiar format. As Mary Robinson (Project Manager, EDMS/Forms Management for BJC HealthCare) explained, “A big part of the criteria for BJC was that the application was truly multi-facility and that whatever vendor was brought in would address that.”

The Solution

BJC found its answer in HealthWare Systems’ ActiveFORMS. With this solution, BJC can easily manage a library of electronic forms without the need for blue cards or bar-coded labels. Plus, forms are only printed when needed in a true “on-demand” fashion, eliminating waste, storage costs, and the repurposing expense of replacing older versions.

Not only has ActiveFORMS eliminated BJC’s need for preprinted forms, but it also ensures consistent documentation standards across facilities. Now, “people who go between facilities can recognize the form at another facility because it looks like what they’re used to,” Robinson explained. She further stated:

“HealthWare Systems was able to configure their system to our large facility needs. We’re one of the only large healthcare organizations that doesn’t have the same health information system at all of our facilities, but they’ve been able to accommodate us with their system. Not many applications are able to do that. ActiveFORMS is truly multi-facility.”

The solution is set up so that each department sees and has readily available only its own forms and printers, not the forms for other departments, resulting in increased staff productivity. Robinson and her staff spend much less time searching for a specific form and, because the patient demographic information comes pre-populated on the form, they don’t have to write it by hand each time.

“The intrinsic value of this solution is that through the positive patient identification on each form, there isn’t a chance of documents getting confused between two charts,” remarked Robinson. “Plus, our required JCAHO audits now can easily be passed.”

The Benefits

The feedback from BJC employees on ActiveFORMS has been positive across the board. According to Robinson, “It has become invaluable – the staff can’t live without it. It’s like a staple, part of their daily workflow. The solution has integrated itself very well into each facility, and those who use it are crazy about the idea of the patient information being on the forms because it makes the charts so easy to manage.” Robinson also noted HealthWare’s ability to provide a lot of personal attention to her and her staff: “HealthWare Systems provides really good support on every level. I’ve never seen a vendor be so responsive so quickly. I give them an A-plus!”

About ActiveFORMS

HealthWare Systems’ ActiveFORMS replaces pre-printed forms with a streamlined electronic forms library. Electronic forms specific to the patient visit are instantly delivered wherever a patient presents, so there is no more guesswork for registrars or the need to print and stage documents ahead of time. ActiveFORMS ensures consistent documentation standards and forms can be easily updated in real-time without waste or repurposing costs. Healthcare facilities can truly go paperless using electronic signatures, transform legacy reports into user-friendly documents, and improve patient satisfaction with bedside registration.

HealthWare Systems specializes in integrating proprietary and third party patient access technologies into a seamless solution that ensures every patient encounter is financially and clinically cleared prior to date of service. Our solutions enforce data and documentation standards throughout the patient encounter. These benefits are provided as extensions to existing hospital information systems and other solutions. We provide the platform to “tie it all together” without replacing your investment in your current products and solutions.

Request an ActiveFORMS Demo

  • Select all that apply.

Cost Savings Through Significant Decrease in Paper Use/Storage


Doctors are busy

ActiveXCHANGE – Advocate Good Samaritan

Advocate Good Samaritan Grows Its Surgery Department While Streamlining Workflow and Increasing Physician Satisfaction with HealthWare Systems’ ActiveFORMS & ActiveXCHANGE

Organization

  • Advocate Good Samaritan Hospital

Problems

  • Excess time and money devoted to manual processing of faxes and paper handling; lost physician orders

Solution Delivered

  • ActiveFORMS,an electronic forms library; ActiveXCHANGE, an automated, fast, and cost-effective system for accessing the hospital’s fax data

Key Metrics

  • Located in Downers Grove, IL
  • Over 950 physicians on staff, covering nearly 60 specialties
  • 17,000-square-foot Endoscopy and Ambulatory Center offers 39 patient rooms and 7 procedure rooms
  • $45 million surgical pavilion contains 15 operating rooms, 18 private patient recovery bays, centralized sterilization processing, and 38 private patient

Benefits

  • Surgery department has grown 20% without an increase in FTEs

  • Increased physician satisfaction

  • Automated workflow

  • Accurate, complete physician orders

  • Elimination of lost physician orders

  • Cost savings through significant decrease in paper use

  • Substantial reduction in processing time of patient charts

“We’re always thinking of different ways we can use the solutions from HealthWare to even further streamline our workflow and standardize our processes. They coordinated with us to make sure our specific needs were met, and the outcome has been excellent.”
-Katrina Spears, Manager of Business & Informatics, Surgical Services Advocate Good Samaritan Hospital

Good Samaritan Hospital (part of Advocate Health Care, one of the top healthcare systems in the country and the largest fully integrated healthcare delivery system in Illinois) has chosen both ActiveFORMS and ActiveXCHANGE to address various challenges it has come to face.

The Challenge

One of the busiest areas of Good Samaritan Hospital is the Surgical, Endoscopy, and Ambulatory Services Department. With 700-800 patients coming in monthly, the department spent a lot of time dealing with paper. Manual tasks included putting stickers on forms by hand, sorting through a multitude of faxes, and filing miscellaneous documents. The hospital needed a way to automate these processes.

Additionally, each pre-surgical document was faxed to team leaders in every specialty area, rather than simply to the specific area that needed it. These paper faxes were hard to locate among piles of irrelevant documents and were lost on a regular basis, eating away at physicians’ valuable time and leading to extra work for staff who had to try to find the faxes and/or request new ones.

The Result

In order to tend to the issues caused by their manual processes, Good Samaritan first installed ActiveFORMS. With this software, the hospital is able to easily manage a library of electronic forms, all of which include standard patient demographic data and bar code identifiers. Staff no longer have the need for blue cards or bar-coded labels, or the significant expense of pre-printed forms.

Next, the facility turned to ActiveXCHANGE to tackle its fax situation. As Katrina Spears (Manager of Business & Informatics, Surgical Services) explains, “HealthWare Systems helped us adapt their system to our processes, so we knew they would be able to meet our need for the automated faxes. By implementing , we were easily able to automate our department workflow.”

ActiveXCHANGE enables Good Samaritan to receive, collect, and manage all incoming physician orders electronically, review orders for accuracy simply and immediately, route orders to appropriate departments electronically, and even index orders for permanent, encrypted storage and future retrieval. It also provides a secure platform for delivering sensitive information by restricting transmission to only the recipients on the hospital’s approved list. As Spears observed:

“ has automated our workflow and helped us to manage our faxes significantly. For example, we can automatically reject faxes that are incomplete or inaccurate back to the corresponding physician office with a click of the mouse rather than fax repeatedly between offices.”

The Benefits

Not only has ActiveXCHANGE helped ensure accurate, complete physician orders are received, but it has also created order and organization for these faxes. Each team leader now has his/her own electronic file folder and control and management of the files in it, making it much easier to locate specific documents. As Spears described it, “The charge nurse has his/her own files and knows exactly what patients are coming in and what their specific needs are. It’s much faster than looking at a paper chart.”

Since the implementation of ActiveXCHANGE, not one file has been lost. Surgeons used to carry important faxed documentation with them to their procedures, but the new technology gives them the security to know that the correct data is already in place for their patient when they arrive. In addition to the elimination of lost fax files, ActiveXCHANGE allows managers to view work queues that are set up to ensure work is completed. Managers can see how busy their departments are and monitor the types of cases coming in, which was previously done through manual reports. “Also, we’ve cut down noticeably on the amount of time necessary for processing of our patient charts, which has allowed us to use a clerical worker for our receptionist position rather than a registered nurse and saved us money,” explained Spears.

In fact, although the surgery department has grown by 20 percent since implementing ActiveFORMS and ActiveXCHANGE, there has been no increase in FTEs. As Spears indicated, Good Samaritan has recommended HealthWare Systems’ solutions to other sites so that they can achieve similar results.

About ActiveFORMS & ActiveXCHANGE

HealthWare’s ActiveFORMS replaces pre-printed forms with a streamlined electronic forms library and instantly delivers visit-specific forms wherever a patient presents. ActiveXCHANGE is a comprehensive, paperless solution for efficiently managing all faxed data and documentation, images, and data feeds electronically. It provides a single, consistent interface for scheduling and pre-arrival by consolidating information from multiple scheduling systems, web-based requisition systems, EMRs, faxes, hard copies, and verbal appointments.

HealthWare Systems specializes in integrating proprietary and third party patient access technologies into a seamless solution that ensures every patient encounter is financially and clinically cleared prior to date of service. Our solutions enforce data and documentation standards throughout the patient encounter. These benefits are provided as extensions to existing hospital information systems and other solutions. We provide the platform to “tie it all together” without replacing your investment in your current products and solutions.

Request an ActiveFORMS or ActiveXCHANGE Demo

  • Select all that apply.

Surgery Department Has Grown 20% Without an Increase in FTEs


Check in at the hospital screening

ActiveXCHANGE – Presence Health

Presence Health Reduces Call Times by 75% and Registration Times by 50% with ActiveXCHANGE

Organization

  • Presence Health

Problems

  • Missing orders due to 6 separate Meditech systems, forcing the health system to turn patients away

Solution Delivered

  • ActiveXCHANGE, a paperless, automated revenue cycle solution that efficiently manages faxed data, documentation, images, and data feeds electronically in a single interface, regardless of source

Key Metrics

  • Locations throughout the state of IL
  • One of the state’s largest behavioral health service networks
  • Nationally recognized for quality heart care and open heart surgery

Benefits

  • Consolidated 6 separate Meditech systems into 1 pre-arrival workflow
  • Reduced Central Scheduling call times by 75% (from 20 min. to 5 min.)
  • Reduced registration encounter times by 50% (from 12 min. to under 6 min.)
  • Reduced outpatient wait times to under 10 min.
  • Increased outpatient satisfaction scores to the 80-90th percentile
  • Repurposed 37 FTEs •Reduced RN clerical work
  • Reduced paper use
  • Increased efficiency
  • Increased revenue
  • Increased physician satisfaction
  • Improved communication
  • Zero patients turned away

“We have a policy at Presence that no patient should ever be turned away, no matter what time of day it is…We have the technology to accomplish that.”
-Amanda Hayes, System Director of Pre-Access Presence Health

Presence Health, one of Illinois’ largest behavioral health service networks, has greatly increased efficiency in Patient Access with HealthWare Systems’ ActiveXCHANGE, enabling the health system to serve more patients while increasing revenue and satisfaction scores.

The Challenge

Prior to implementing ActiveXCHANGE, Presence had to turn away as many as 10 patients per week at any one of its various facilities. “We didn’t have eyes on all of our orders that were coming through,” explains Amanda Hayes (System Director of Pre-Access for Presence Health). Orders could have been received at “any number of faxing areas or work queues,” including the physical therapy department, an office off-site from a hospital, or multiple ambulatory campuses.

Part of the problem was that its health information system was spread across 6 separate Meditech platforms. Presence needed a solution that could provide one uniform interface for scheduling and pre-arrival.

The Result

Presence found its answer in ActiveXCHANGE, which consolidated the 6 separate Meditech systems into 1 pre-arrival workflow. Thanks to the new technology, Presence was able to repurpose 37 FTEs and create an “Acts of Support Center.” This unit performs numerous tasks, including insurance verification, medical necessity clearance, and physician office correspondence, which Hayes describes as “stocking the shelf” for other departments who no longer have to devote time (or paper) to these responsibilities and therefore operate more efficiently.

Not only does ActiveXCHANGE increase efficiency, but it also more effectively manages data, eliminating the problem of lost orders so that Presence no longer has to turn patients away. As Hayes explains: “We have empowered our users. They’re able to use this technology to ensure that they can find an order no matter where it’s received.”

In fact, many workflow features of the solution increase efficiency and make life easier for users, while also improving patient and physician satisfaction. For example, when an object is routed through the pre-arrival process, the Pre-Processing Screen can improve image quality and rotate it if received upside down, identify form type, extract fields (Patient Name/DOB, Physician Name, etc.) and recognize signatures/checkboxes on a form, and highlight desired results. And the HL7 Auto Indexing feature automatically populates form fields based on Presence Health’s HL7 feeds, saving time for all parties.

Hayes believes one of the best features is the Reporting Engine, which provides Presence with custom, detailed information used to further improve efficiency. For instance, the “Rejected Fax Detail By Physician” report helps Presence determine what is preventing an order from flowing “seamlessly through the pre-arrival process” (e.g. illegibility, incomplete protocol details) and then amend the issue. Presence also uses Productivity and PHI reports to keep users accountable, and ActiveXCHANGE can audit details as specific as a user’s viewing activity or a user indexing a specific field. This is a favorite of Hayes’ as well: “Our Presence Compliance Department really likes that we have this feature, and it’s not something that I’ve seen in other products.”

Hayes points out that the order audit trail helps Presence “treat the patient as a whole, and not as multiple orders coming through at various times.” And, “Our physicians really like this feature as well. Sometimes they call us because we’ve got the best data on hand – maybe even better than their EMR does.” Physicians also appreciate that Presence can prepare future orders for specific timeframes (e.g. 10 days before a patient’s next appointment, one year in advance) within ActiveXCHANGE as this eases their office workflow.

Another physician and patient satisfier is the Medical Necessity workflow, which begins as soon as an order is received. Hayes explains that the rate at which Presence must secure an ABN “is far, far less than 1% of our encounters” because staff can make sure an order passes Medical Necessity guidelines prior to patient arrival. When the patient does arrive, Presence can “secure a follow-up order, rather than securing an ABN.”

Each of these ActiveXCHANGE features enables Presence to ensure financial and clinical clearance prior to patients presenting, reducing wait times and eliminating the need to turn patients away. As Hayes puts it, “It’s the combination of all these things behind the scenes that to more seamlessly serve the patient.”

The Benefits

The overall increase in efficiency and repurposing of 37 FTEs have resulted in significant improvements for Presence Health. ActiveXCHANGE has reduced call times in the Central Scheduling Unit by 75%. The call encounter time for scheduling and pre-registering a patient was as high as 20 minutes and is now 5 minutes. ActiveXCHANGE has reduced registration encounter times by 50%. Registration encounter times that took up to 12 minutes for existing patients are now under 6 minutes. Outpatient wait times are now under 10 minutes.

According to Hayes, Presence is continuously looking for ways to further leverage ActiveXCHANGE. Recently, the health system increased revenue by providing MRIs to outpatients: “ActiveXCHANGE allowed us to achieve that workflow. And for just one facility in one year, that equates to almost $100,000 for our contribution margin.”

And, on top of boosting its bottom line, Presence raised outpatient satisfaction scores to the 80-90th percentile.

About ActiveXCHANGE

HealthWare Systems’ ActiveXCHANGE is a comprehensive, paperless solution for efficiently managing all faxed data and documentation, images, and data feeds electronically. It provides a single, consistent interface for scheduling and pre-arrival by consolidating information from multiple scheduling systems, web-based requisition systems, EMRs, faxes, direct messaging, hard copies, and verbal appointments. These benefits are achieved without the need for referring physicians and third party testing facilities to change their behavior.

HealthWare Systems specializes in integrating proprietary and third party patient access technologies into a seamless solution that ensures every patient encounter is financially and clinically cleared prior to date of service. Our solutions enforce data and documentation standards throughout the patient encounter. These benefits are provided as extensions to existing hospital information systems and other solutions. We provide the platform to “tie it all together” without replacing your investment in your current products and solutions.

Request an ActiveXCHANGE Demo

  • Select all that apply.

Consolidated 6 Separate Meditech Systems into 1 Pre-Arrival Workflow


Waiting Room _ Track Patients

ActiveTRACK Client

ActiveTRACK Reduces Wait Times by 75% at an Acute Care Facility in the Chicago Suburbs

Organization

  • Advocate Illinois Masonic Medical Center

Problems

  • Manual processes for handling and filing paper patient charts; missing physician orders and faxes; communication issues (externally and between departments)

Solution Delivered

  • ActiveXCHANGE, a paperless, automated revenue cycle solution that efficiently manages faxed data, documentation, images, and data feeds electronically

Key Metrics

  • Located in Chicago, IL
  • Over 800 physicians on staff
  • 409 staffed hospital beds
  • Net patient revenue: $371 million

Benefits

  • Cost savings by going paperless:
    • 1.3 million pages eliminated per year
    • 18,333 folders eliminated
  • 28% reduction in patient wait times
  • 8 FTEs repurposed
  • Reduced internal workloads through the automation of manual processes
  • Improved departmental efficiency
  • Enhanced communication
  • Increased staff satisfaction
  • Increased physician satisfaction
  • Increased patient satisfaction

“Honestly, I really can’t say enough about HealthWare Systems’ customer service. They’ve done spectacular with us.”
-Director of Patient Access of an Acute Care Facility in the Chicago Suburbs

ActiveTRACKThe featured acute care facility is part of a large healthcare system that is a leading employer in the state of Illinois and one of the top healthcare systems in the country. This hospital recently met its need for a patient tracking solution with HealthWare Systems’ ActiveTRACK.

The Challenge

Before ActiveTRACK, the hospital used basic, numbered tickets to direct patients from Registration to the next appropriate department. Patients received a ticket number upon arrival and, as the hospital’s Director of Patient Access explains, they were known to compare the process to the ticketing system used at a deli counter.

The facility wanted to present a better first impression. Plus, its previous system did not track patients beyond Registration or offer any robust reporting. The hospital needed detailed data regarding registrar performance and wait times throughout the Continuum of Care. “We wanted to know how long it took from ‘door to discharge,’” the Director recounts. So, they sought a solution that would be simple to use and could easily integrate with their existing EHR and information system.

The Result

The hospital promptly turned to HealthWare Systems. The two organizations had a strong business relationship thanks to the facility’s deployment of other modules within HealthWare’s workflow automation suite. The Director of Patient Access describes the choice below:

“Through the years, we were always really impressed with their customer service and programming and implementation team and had found the company to be very receptive to any operational needs or wish list items that we might have. They have a flexibility for customizing tools to meet our needs. So, it was really a very easy decision to choose ActiveTRACK.”

That decision proved worthwhile. The Director believes the hospital has greatly enhanced the customer service experience since implementing ActiveTRACK. Lobby management is now much more sophisticated and very customizable. Patients are assigned tickets with alphanumeric identifiers (to ensure confidentiality in accordance with HIPAA) and are directed by a lobby display screen and customized audio messages. The hospital can choose to use a full sheet of paper for the tickets so that they might provide a wayfinding map or marketing piece on the other side. For example, a mammogram advertisement may be featured during breast cancer awareness month in October. They’ve also selected a personalized backdrop for the lobby display screen that showcases a photo of the hospital’s new addition. And if a patient’s photo ID has been scanned into the system, staff can view his/her picture and greet the patient by name. This has shifted the organization’s approach to welcoming patients from one that says “‘thanks for showing up’ to ‘we’ve been expecting you,’” the Director of Patient Access observes.

ActiveTRACK further enhances the patient experience with features that reduce wait times. The Director of Patient Access finds the management status updates very helpful; managers receive an alert (which can be customized and sent to email, pager, or smartphone) if a patient has been waiting more than 15 minutes so that they can remedy the situation. ActiveTRACK also links the hospital’s valet service to the discharge process. The valet receives an alert when a patient is discharged. So, by the time the patient arrives at the valet station, his/her car is already there. The Director of Patient Access says this is a huge patient satisfier: “It’s probably one of our biggest ‘wows’ for our patients . . . patients have been very, very happy about not having to wait.”

Hospital employees are happier, too. They like the new technology the Director describes as “easy to navigate.” Plus, ActiveTRACK monitors productivity, so workloads can be better balanced and staff members held more accountable. For example, before ActiveTRACK, the hospital’s registration department received a lot of undue blame for patient delays, but the new system showed that patients were actually being held up in other areas.

The hospital also used data from ActiveTRACK to reevaluate the timing of patient visits. Take the facility’s CT Department, for instance. ActiveTRACK showed that the average exam without contrast took 7.5 minutes and the average exam with contrast took 20 minutes. Yet, when scheduling these appointments, the hospital alloted 15-30 minutes per exam. Reducing the time allotted per exam has allowed for a potential of performing 2-4 more exams per day, which equates to an increase of $1.9 to 3.7 million in potential revenue per year.

The Benefits

The data ActiveTRACK provides has helped this acute care facility to adjust its scheduling, making room for the hospital to serve more patients. It’s also facilitated the reallocation of workloads and resources; in fact, the hospital used data from ActiveTRACK to reallocate two FTE employees, leading to $70,000/year in savings. But the outcome the Director of Patient Access is perhaps most proud of is the significant reduction in wait times that ActiveTRACK has generated. The hospital’s registration wait times are down from 12-15 minutes to 3-6 minutes, and clinical wait times are down from 15 minutes to 5 minutes, thanks to the benefits of the solution.

About ActiveTRACK

ActiveTRACK is HealthWare Systems’ patient tracking and lobby management solution. It integrates with a facility’s existing patient information system to provide real-time patient status while monitoring registration, throughput, and wait times. ActiveTRACK enables management to better allocate staff and resources and measure and reach specific goals related to increased efficiency, shorter registration and patient wait times, and improved patient experiences/satisfaction scores. Know where patients are at all times with ActiveTRACK.

HealthWare Systems specializes in integrating proprietary and third party patient access technologies into a seamless solution that ensures every patient encounter is financially and clinically cleared prior to date of service. Our solutions enforce data and documentation standards throughout the patient encounter. These benefits are provided as extensions to existing hospital information systems and other solutions. We provide the platform to “tie it all together” without replacing your investment in your current products and solutions.

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Increase of 1.9 - 3.7 Million in Potential Revenue Per Year


Happy Family

ActiveTRACK Client

ActiveTRACK Reduces Wait Times and Increases Patient & Family Satisfaction at a New York Hospital

Organization

  • 2-campus teaching hospital

Problems

  • Lack of communication to patients and their families; dissatisfied patients and patient family members

Solution Delivered

  • ActiveXCHANGE, a patient tracking system that integrates with a facility’s existing technologies to provide real-time patient status throughout the entire encounter

Key Metrics

  • A teaching hospital with 2 campuses
  • Over 700 beds
  • Facilities include 2 emergency departments and an education center
  • Services and departments include surgery, cancer services, pediatrics, psychiatry, substance abuse, and additional specialty programs

Benefits

  • Reduced wait times in Cardiology Department
  • Increased patient satisfaction scores to 4.5 out of 5 points
  • Improved communication between the hospital and patients’ family members
  • Complete patient visibility across the enterprise for all clinicians
  • Real-time communication and alerts across all departments
  • Easy-to-use technology for staff
  • Protects patient privacy in accordance with HIPAA
  • Better patient throughput
  • Better patient experience
  • Happy patient family members

“It is a very, very, very, useful, helpful, and amazing tool. I’ve never seen a system like this.”
-Director, IS Clinical Systems Services at a teaching hospital in New York

The featured hospital is part of a health system that is one of the largest healthcare providers and private employers in New York. This hospital recently addressed its communication challenges using ActiveTRACK, HealthWare Systems’ patient tracking solution, resulting in improved patient experiences and higher patient satisfaction scores.

The Challenge

The Director of IS Clinical Systems Services for the facility explains that the hospital “was having some issues with wait times and family communication.” Before ActiveTRACK:

“A patient would be in recovery and the family members would have no idea. They’d be waiting in the waiting room for sometimes an hour, an hour and a half, two hours… when the patient was completely finished.”

The hospital sought to improve the patient experience by better communicating to patients in the waiting room, as well as with their family members who remained in the waiting area during procedures. The Director of IS Clinical Systems Services was also specifically interested in using a patient tracking board to help meet this challenge.

The Result

A simple Google search led the hospital to HealthWare Systems and ActiveTRACK, the solution that has met each of these needs and more. Waiting patients are now directed by ActiveTRACK’s ActiveDISPLAY feature, a notification board that delivers an audible tone and/or message when a registrar is available and visually informs patients to proceed to a registration booth. Patient confidentiality (in accordance with HIPAA) is ensured by assigning patients alphanumeric identifiers.

ActiveTRACK keeps family members informed as well by providing realtime patient status updates to them in the waiting room:

“The families love it!” – IS Clinical Systems Services Director

Patients and their family members also enjoy the lower wait times that ActiveTRACK has helped the hospital achieve. This technology monitors patient throughput in real-time, alerting staff when patient wait times exceed a set standard or the number of patients waiting exceeds an established threshold. These alerts, along with the comprehensive workflow and registrar performance reports that ActiveTRACK delivers, provide the hospital with actionable information it uses to improve performance. Clinicians also have complete patient visibility across the facility and entire patient encounter and receive instant notifications when patients are ready to be seen, which limits calls to Registration and further improves efficiency. As the Director of IS Clinical Systems Services put it, “It’s a very constructive tool.”

In addition to this satisfaction with the solution itself, the IS Clinical Systems Services Director describes the overall working relationship with HealthWare Systems, including the organization’s customer service and ability to meet deadlines, as “absolutely amazing”:

“I would like to thank the whole staff there for working the way they did with us and, really, their time and their patience was amazing.”

The Benefits

The Director of IS Clinical Systems Services explained that now, thanks to the real-time updates ActiveTRACK provides, “there are no issues with the patients’ family members, there are no issues with the physicians, there are no issues with the staff” at the hospital. “We’ve created a great, great, great patient experience.”

In fact, the hospital’s patient satisfaction scores increased to 4.5 out of 5 stars after implementing the new technology. Patients and their family members now enjoy better communication from the healthcare facility as well as lower wait times. Due to their positive experience working with the company and the many benefits the hospital has experienced, the IS Clinical Systems Services Director would “absolutely” recommend HealthWare Systems and ActiveTRACK to other providers.

About ActiveTRACK

ActiveTRACK is HealthWare Systems’ patient tracking and lobby management solution. It integrates with a facility’s existing patient information system to provide real-time patient status while monitoring registration, throughput, and wait times. ActiveTRACK enables management to better allocate staff and resources and measure and reach specific goals related to increased efficiency, shorter registration and patient wait times, and improved patient experiences/satisfaction scores. Know where patients are at all times with ActiveTRACK.

HealthWare Systems specializes in integrating proprietary and third party patient access technologies into a seamless solution that ensures every patient encounter is financially and clinically cleared prior to date of service. Our solutions enforce data and documentation standards throughout the patient encounter. These benefits are provided as extensions to existing hospital information systems and other solutions. We provide the platform to “tie it all together” without replacing your investment in your current products and solutions.

Request an ActiveXCHANGE Demo

  • Select all that apply.

70% of Wait Times are Below 2 Minutes


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