A doctor wearing safety goggles and a face mask appears with the blog title: Patient Safety Challenges & Solutions

Patient Safety Challenges & Solutions

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HealthWare Systems Blog

Patient Safety Challenges & Solutions

Posted on Monday, March 15, 2021

Here are some of the patient safety challenges healthcare facilities are facing today, along with solutions for addressing these issues:

Patient Safety Challenge: Patients Delaying or Avoiding Medical Care


A doctor wearing safety goggles and a face mask appears with the blog title: Patient Safety Challenges & Solutions

What are your patient safety challenges? Chances are, one or more of our ActiveWARE products can help.

Patients missed health visits at alarming rates last year.

Research reviewed by the CDC found that by “June 30, 2020, because of concerns about COVID-19, an estimated 41% of U.S. adults had delayed or avoided medical care including urgent or emergency care (12%) and routine care (32%).” Consequently, the Becker’s Clinical Leadership & Infection Control editorial team included “missed and delayed diagnoses” and “low vaccination coverage and disease resurgence” on its top ten list of patient safety issues for 2021.

Besides worry about the pandemic keeping patients away, other barriers to healthcare access include a lack of (or inadequate) health coverage.

Solutions: A patient outreach campaign can bring patients back for preventive health services and encourage them not to forgo urgent care when they need it. Patients may be confused about the guidelines for seeking medical care during a pandemic. Receiving clarification directly from your organization will reassure them of the importance of obtaining routine and emergency care for their own health and safety. You can find patient outreach messaging ideas here.

HealthWare SystemsActiveXCHANGE solution can be bundled with our messaging platform to add automated voice message (TTS), text, email, pagers, fax, and traditional mail to create a physician and patient outreach engine for alerts, reminders, requests for information, and post-acute care follow-up.

When it comes to your uninsured and underinsured patient population, you can improve their access to healthcare by finding alternative funding sources for their medical bills. ActiveASSIST is our financial assistance screening solution that identifies which charitable programs patients may qualify for and manages the application process for them. This patient advocacy tool helps remove financial obstacles to healthcare access.

Patient Safety Challenge: Potential Exposure to COVID-19


While it may not be in a patient’s best interest to evade medical care altogether due to COVID-19 fears, there is still a risk of exposure to the virus when visiting a health facility.

Solution: Most health systems are now enforcing visitor restrictions to limit the number of people on site at their facilities. But have you considered reducing the number of employees on site as well?

Healthcare organizations have historically been hesitant to offer remote work opportunities due to concerns over uncontrolled access to PHI. However, you can enable healthcare staff to work from home in a HIPAA-compliant, secure remote work environment. Our off-site print management workflow solutions provide:

  • Controlled access to PHI.
  • Complete audit trails.
  • Elimination of intermediate hard copies/storage of paper forms.
  • Encryption of all information at all times.
  • Full transparency and productivity monitoring for management.

With fewer people on site, the risk of exposure to COVID-19 will be lower for both patients and healthcare employees. Patients will also be more willing to come in for medical care if they know every possible measure has been taken to limit their risk.

Patient Safety Challenge: Data Integrity & Interoperability Issues


Healthcare organizations continue to experience problems electronically exchanging information both externally (between different health systems) and internally (between different units/departments). Individual patient safety, as well as public health, depends on a provider’s access to accurate and complete data for each patient.

Unfortunately, “patient matching in the EHR” and “fragmentation across care settings” were included on the ECRI Institute’s top ten list of patient safety concerns in 2020.

Solutions: Our integration capabilities can introduce universal master patient indexes across disparate systems. This makes it possible to link episodes of care and supporting documentation across fragmented systems. Our electronic forms solution, ActiveFORMS, protects patient safety by enhancing patient data accuracy. ActiveFORMS uses barcode automation to correctly match patients’ medical forms to their accounts and auto-populates patient data on forms to prevent human error from manual entry or illegibility issues from handwritten forms. It also improves clarity by converting raw data into easy-to-read reports and transforming legacy reports into user-friendly documents.

With ActiveFORMS, healthcare facilities can easily pass Joint Commission audits.

In addition, our ActiveXCHANGE platform helps achieve healthcare interoperability in many ways, including by:

  • Providing a bi-directional gateway for consolidating information from any source (e.g. multiple scheduling systems, custom interfaces, HL7, FHIR, XML, web-based requisition systems, EHRs/EMRs, faxes, direct messaging, e-mail, hard copies, scanned documents/images, and verbal appointments).
  • Routing information through business rules and account matching to the appropriate destination (e.g. EMR, physician portals, document management systems, other third-party applications) in virtually any format.

HealthWare Systems specializes in integrating proprietary and third-party patient access technologies and connecting disparate health IT systems and EMRs/EHRs.

Patient Safety Challenge: Clinician Burnout


Physician burnout is tied to more medical errors, lower quality of care, and reduced patient compliance. Not only does it affect patient safety, but provider safety and health as well. This problem was on the rise before the pandemic and has understandably increased since it began.

Clinician burnout also appears on the Becker’s patient safety issues list for 2021.

Solutions: Major causes of clinician burnout include too much paperwork, administrative burdens, spending excessive time on EHR tasks, and working long hours.

Many EMR frustrations and administrative burdens can be traced back to interoperability issues (e.g. sifting through an overwhelming abundance of low-quality data to find relevant information, spending more time with the computer than with the patient).

ActiveXCHANGE increases physician satisfaction by:

  • Improving interoperability.
  • Intelligently managing information objects by using business rules to find and create actionable data, determining what to do with that information, and flagging errors and exceptions (e.g. detecting missing signatures or required forms/documentation) for resolution.
  • Handling incoming physician orders/third party documentation to greatly reduce physician complaints related to lost or incomplete orders.

ActiveXCHANGE also does not require referring physicians to change their behavior or learn new software.

You can further reduce providers’ workloads by outsourcing credentialing, which is another time-consuming and exhausting clerical responsibility for clinicians.


Solve Your Patient Safety Challenges with ActiveWARE by HealthWare Systems

Which patient safety challenges are you facing? Chances are, one or more of our ActiveWARE products can help. Contact us today to learn more, request a live demo, or schedule a free consultation – together, we can improve patient safety and enhance the patient experience at your healthcare facility.


By Stephanie Salmich

Various devices and forms of communication appear along with the words: Achieve Healthcare Interoperability with ActiveXCHANGE.

How Does ActiveXCHANGE Help Achieve Healthcare Interoperability?

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HealthWare Systems Blog

How Does ActiveXCHANGE Help Achieve Healthcare Interoperability?

Posted on Monday, October 12, 2020

ActiveXCHANGE is our solution for helping organizations achieve healthcare interoperability. Below you’ll find information on the basics of interoperability in healthcare, the challenges healthcare facilities face, and how we can help you solve them.

What Is Healthcare Interoperability?


According to HIMSS:

“In healthcare, interoperability is the ability of different information technology systems and software applications to communicate, exchange data, and use the information that has been exchanged. Data exchange schema and standards should permit data to be shared across clinician, lab, hospital, pharmacy, and patient regardless of the application or application vendor.

Interoperability means the ability of health information systems to work together within and across organizational boundaries in order to advance the effective delivery of healthcare for individuals and communities.”

Why Is Achieving Interoperability Important?


  • Interoperability is vital to patient safety and public health and a lack of interoperability leads to poor health outcomes and higher healthcare costs.
  • Seamlessly sending, receiving, interpreting, and integrating data significantly improves the patient experience and patients often expect that their information will be readily available to them and their healthcare providers.
  • Federal efforts to achieve healthcare interoperability are aimed at giving patients access to and control over their own medical information.
  • Interoperable technology streamlines organizational workflows and increases efficiency, plus cuts costs, by eliminating manual and redundant steps in the process of exchanging data.
  • Better interoperability helps with reducing physician burnout, which is often tied to EMR frustrations and administrative burdens that can be traced back to interoperability problems (such as sifting through an overwhelming abundance of low-quality data to find the information they need and spending more time with the computer than with the patient).
  • The Office of the National Coordinator for Health Information Technology (ONC) states that “Seamless data flow will also accelerate progress on a range of national health priorities that include combatting the opioid epidemic, spurring clinical innovation, and accelerating science.”

What Are the Challenges to Achieving Interoperability in Healthcare?


Various devices and forms of communication appear along with the words: Achieve Healthcare Interoperability with ActiveXCHANGE.

Achieve healthcare interoperability with ActiveXCHANGE.

  • Disparate Technology Systems – there are numerous distinct EMRs in use today by different health providers and organizations, and most were not made for the purpose of integrating with others.
  • No Standardization – there has been no uniform method of identifying patients or shared clinical terminology used among different EMRs, resulting in inaccuracies when matching individuals to their health data, duplicate medical records/patient accounts, and costly repeat testing.
  • Fragmented Data & Information Delays – variations between systems in the way they handle information also leads to incomplete medical records and slows down the transmission of data.
  • Unstructured Data – information may be exchanged in a myriad of different formats, including fax, scanned images/documents, hard copies, and other non-electronic forms of unstructured data; many facilities are only able to integrate this information through manual work.
  • Design and Usability – the ONC found that barriers to interoperability identified by healthcare providers and other stakeholders include “the differences in user-interface design across developers variations in the design that make day-to-day use complicated when a health care provider uses multiple systems and the lack of developer engagement with end users of health IT regarding design needs.”
  • Cost of Replacing Technology – providers have made large investments in their EMRs and other health IT systems and may be unable or hesitant to purchase new solutions.
  • Security Concerns – providers are also cautious of maintaining patient privacy and HIPAA compliance when considering new solutions.
  • Information Blocking* – due to “legal and business incentives,” health “information networks and their participants often treat individuals’ electronic health information as an asset that can be restricted to obtain or maintain competitive advantage,” per the ONC.
  • Third Party Integration – challenges extend beyond the internal solutions used by the healthcare provider. Third party solution providers and service vendors introduce additional challenges for sharing information between systems.

*In accordance with the Cures Act and Interoperability and Patient Access final rule (CMS-9115-F), in late 2020 the Centers for Medicare & Medicaid Services (CMS) will start publicly reporting “eligible clinicians, hospitals, and critical access hospitals (CAHs) that may be information blocking” and “those providers who do not list or update their digital contact information in the National Plan and Provider Enumeration System (NPPES).”

How Does ActiveXCHANGE Solve These Challenges to Help Achieve Healthcare Interoperability?


ActiveXCHANGE helps facilities achieve healthcare interoperability in the following ways:

  • Provides a bi-directional gateway for consolidating information from any source (this includes multiple scheduling systems, custom interfaces, HL7, FHIR, XML, web-based requisition systems, EHRs/EMRs, faxes, direct messaging, e-mail, hard copies, scanned documents/images, and verbal appointments).
  • Interprets all information and makes it actionable, regardless of the structured or unstructured format in which it’s received.
  • Automatically transforms all incoming information into an electronic format.
  • Performs “image cleanup” (e.g. corrects alignment issues, discards blank or irrelevant pages, “de-speckles” to remove unwanted marks) on graphic images and scanned documents and extracts key data from each page.
  • Intelligently manages information objects by using business rules to find and make usable relevant data, determining what to do with that information, and flagging errors and exceptions (for example, detecting missing signatures or required forms/documentation) for resolution.
  • Drives and automates processes and workflows based on business rules and triggered by incoming information objects.
  • Routes information through business rules and account matching to the appropriate destination (e.g. EMR, physician portals, document management systems, other third-party applications) in virtually any format and in a user-friendly form that the destination system can accept.
  • Operates bi-directionally to manage incoming and outgoing communication (e.g. automated voice message (TTS), text, e-mail, pagers, fax, traditional mail) between healthcare facilities, patients, physicians, affiliated organizations, remote workers, payers, and vendors – whether the recipient has an ActiveXCHANGE server or not.
  • Ensures the secure, HIPAA-compliant exchange of information.
  • Supports custom workflows and can be configured to meet the unique needs of each department across a client enterprise.
  • HealthWare Systems specializes in integrating proprietary and third-party patient access technologies and provides the platform for connecting disparate health IT systems and EMRs/EHRs, so there is no need to replace your investment in your current technology.
  • All costs (e.g. software, implementation, training, transaction fees, hardware) for our solutions are included in one monthly subscription payment and there are NO upfront fees, creating a more immediate return on investment for our clients.

As the ONC wrote, “Improved interoperability can strengthen market competition, result in greater quality, safety, and value for the healthcare system, and enable patients, health care providers, and payers to experience the benefits of health IT.”

Contact us today to learn more about how ActiveXCHANGE can help you achieve healthcare interoperability or schedule a live demo of our solution.


By Stephanie Salmich

A doctor holds a smartphone showing online patient reviews.

Managing Online Patient Reviews: 5 Things to Avoid

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HealthWare Systems Blog

Managing Online Patient Reviews: 5 Things to Avoid

Posted on Monday, June 3, 2019

It’s important to monitor online patient reviews of your facility because first impressions in healthcare often begin online.  The majority of patients search online before making health appointments.  Are your providers and organization making a positive first impression when patients read reviews on third party sites like Google, Yelp, and Healthgrades?


A doctor holds a smartphone showing online patient reviews.

Managing online patient reviews can help you improve your online reputation.

When managing online patient reviews, here are 5 things you should avoid:


1.)  Don’t ignore online patient reviews.

Online patient reviews can feel stressful and unfair to providers and their validity is debated.  However, patients pay attention to these reviews, so you should too.

Some organizations reply to online reviews, but there are other actions you can take to manage them as well.  For example, you may appeal a negative review if it is in violation of the review site’s policies, and the site may remove it.  You should also encourage satisfied patients to leave positive reviews.  If you don’t have many online patient reviews, even one or two negative ones stand out.  But numerous positive reviews can outweigh a few negatives.

2.)  Don’t acknowledge that the reviewer is a patient at your facility.

If you choose to reply to a review, do not write anything that could signify the reviewer is (or was) your patient.  Even if a patient explicitly states that he/she received care from your organization in the review, you cannot confirm that fact in your reply or you will be in violation of HIPAA.

3.)  Don’t make any statements specific to the patient.

In an attempt to defend themselves against negative online patient reviews, many providers have inadvertently revealed private patient information in their replies.  Not only does this result in HIPAA violations, but also the loss of patients’ trust.

4.)  Don’t leave a lengthy reply.

Rather than diving into a long defense, keep your reply simple and professional.  Establish clear, HIPAA-compliant guidelines for staff who respond to reviews.  Digital Marketer Daryl Johnson provides this example for negative reviews:

“Dear John, thank you for your feedback. At Good Smiles Dentistry, we take patient satisfaction seriously. In order to protect our patients’ privacy, we prefer to handle situations like these offline.

Would you be willing to call my office at 555-555-1212 and ask to speak with me so I can better understand the situation?

Thanks in advance for your help – Dr. Smith”

Likewise, HIPAA expert Dr. Danika Brinda says you should “keep it brief, keep it general, and move the conversation offline.”

You can then work to resolve the complaint directly and privately.  If the patient is satisfied with your response after speaking with you, he/she may agree to remove the negative review or update it to reflect the positive outcome.  At the very least, other patients who view your reply online will see your attempt at remedying the situation and your commitment to patient satisfaction.

5.)  Don’t assume you can publish a patient’s positive review as a testimonial.

Although online patient reviews are public, your organization cannot share them on your own website or marketing materials without receiving written consent/authorization from the patient.  Again, doing so can result in HIPAA violations.


Your online presence plays a crucial role in reducing patient uncertainty about your facility and providers.  If you’re not monitoring your online reviews, patients may be getting the wrong idea about your organization.  Plus, these reviews can provide you with valuable insight into what matters most to patients and how you might improve your services.

Managing online patient reviews using the suggestions above (while avoiding HIPAA violations) can help you improve your online reputation and even mend relationships with patients who were previously unsatisfied.


By Stephanie Salmich

A person presses a button on a fax machine and part of the blog title appears – Secure Healthcare Faxing and Information Exchange: Is Your Fax Machine Sabotaging Your HIPAA Compliance?

Secure Healthcare Faxing and Information Exchange: Is Your Fax Machine Sabotaging Your HIPAA Compliance?

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HealthWare Systems Blog

Secure Healthcare Faxing and Information Exchange

Is Your Fax Machine Sabotaging Your HIPAA Compliance?

Posted on Wednesday, December 27, 2017

Providers strive to protect patient privacy with secure healthcare faxing and information exchange. Unfortunately, the tool often used for the job is the outdated and unreliable fax machine. According to a national survey of physicians, 63% say they use fax machines as their primary way to communicate with other physicians.

While many would like this technology retired for good, for now it seems the fax machine may continue to be a necessary evil in the industry; therefore, it’s important for healthcare facilities to consider its effect on patient privacy and HIPAA compliance, as well as solutions for ensuring secure healthcare faxing and information exchange.

Security & HIPAA Compliance Issues


Here are just a few ways your fax machines may be putting your facility’s security at risk:

A person presses a button on a fax machine and part of the blog title appears – Secure Healthcare Faxing and Information Exchange: Is Your Fax Machine Sabotaging Your HIPAA Compliance?

Do you have tools in place that enable secure healthcare faxing and information exchange?

Wrong numbers – Fax machines are not immune to human error. All it takes is for an employee to press one incorrect button, and a patient’s identity and private health information are exposed to a random recipient whose trustworthiness is unknown.  Even if you provide a cover sheet that explains the fax is classified and for a specific recipient, you have no control over the actions of the person on the other end.

Lost or incomplete documents – With numerous, multi-page documents coming in at the same time, pages can get mixed up and sorted into the wrong pile.  Someone without the proper authorization can unintentionally gain access to confidential material, jeopardizing patient privacy.

Physical location – Where do you keep your fax machines?  Have you placed them in busy areas where everyone can easily access them, like many organizations have?  While this may be convenient, anyone could walk by and read, or even steal, sensitive documents.  A fax can also be received outside of regular office hours, when there are even fewer workers around to notice potential theft. 

Physical disposal – Are you certain your staff members dispose of every single sensitive paper document in the proper shred box, and that they are never placed in a regular garbage can? (And how much money are you spending on a HIPAA-compliant document shredding company?)  Additionally, thermal fax machines contain a carbon copy of every fax they’ve ever sent or received.  If this type of machine is not properly discarded, it can end up unsecured in a landfill or sold to anyone who could effortlessly retrieve all the information that ever passed through the device.

Inadequate audit trails – Fax machines can confirm that a document was received by another fax machine, but cannot guarantee that the intended person at that organization picked up the document or that no one else read it. They also don’t keep track of which individual sent each fax.

The Solution for Secure Healthcare Faxing and Information Exchange


Fortunately, it is possible to utilize fax communication while also protecting patient privacy and avoiding a HIPAA violation that must be reported, requires you to implement a costly corrective action plan, and could lead to being placed on the CMS compliance watchlist.  Here is how an electronic document management solution can save your facility from the concerns listed above when it comes to secure healthcare faxing and information exchange:

Restricted transmission – Correspondence is limited to only those recipients on your pre-programmed, approved list of destinations; wrong number entries simply don’t happen.

Electronic access – There is no need to worry about physical paperwork disappearing; physician orders and other forms are electronically routed to appropriate departments using paperless workflow for all data. Different authorized departments or users can access the same documents simultaneously, so printing hardcopies is unnecessary.

Encrypted storage – Documents can be indexed for permanent, encrypted storage and future retrieval using the search function; lost orders are eliminated.

Audit trails – HIPAA-compliant audit trails are assigned to each document.

IT systems integration – An electronic document management solution like ActiveXCHANGE can be seamlessly integrated with most existing hospital information systems and technologies, including RightFax.


HIPAA compliance requires healthcare facilities to apply “reasonable safeguards” when communicating about patients’ medical information, which is a bit of a subjective phrase.

Why not eliminate the ambiguity surrounding HIPAA compliance with an electronic document management solution that protects your facility from the above risks and ensures secure healthcare faxing and information exchange?


By Stephanie Salmich