Streamlined Encounters, Satisfied Providers: A Case Study in Improved Workflow

Overview

The client was a leading academic medical center located in New York City, United States. With a deep-rooted commitment to patient-centric care, this organization goes beyond the conventional healthcare model by providing attentive services 24/7. Known for creating a home-like atmosphere for patients, the organization is dedicated to enhancing the overall healthcare experience.

The client had an existing EMR system, but it had a complex UI/UX structure and encounter process. It took more time for the provider to adapt that system and work seamlessly. To overcome those challenges, the client reached out to Thinkitive with requirements for refining and making advanced changes in features.

Business Challenges

Here are some of the major challenges that the client has faced:

1. Complex system navigation (UI/UX Interface):

2. Facing difficulties encounter process:

3. Lack of customized notes template:

Solution

We presented the feature list, which represents the project scope, to the client, who granted approval. Following the validated feature list, our team initiated the development of an EMR solution. In pursuit of this solution, we have successfully implemented various essential features:

1. Intuitive and User-friendly interface:

In terms of making user interface navigation more intuitive, we have implemented an interface with a focus on user needs, ensuring clarity and ease of navigation. Also, has Incorporated intuitive design elements such as clear labels, logical layout, and familiar navigation patterns.

2. Simplified Encounter process:

First, our technical team analyzed the current encounter process and identified areas for simplification and optimization. As per the analysis and requirement of the client, the team has redesigned the workflow to minimize unnecessary steps and reduce complexity, focusing on efficiency and user experience.

We have created a seamless patient encounter flow. It helps the provider reduce their workload. Patient encounter flow starts with:

• Check-In:

  Once the patient arrives at the hospital front desk, check in the status. Front desk staff or automated kiosks facilitate the check-in process, verifying patient demographics, insurance information, appointment details and collecting outstanding amounts.

• Intake:

  Following check-in, patients proceed to the intake phase, where they provide additional information about their current health status and the reason for the visit. Healthcare providers, such as nurses or medical assistants, conduct initial assessments, including measuring vital signs, reviewing medical history, and documenting chief complaints. All collected information is recorded in EMR.

• Exam:

  The exam phase involves the patient meeting with the healthcare provider for a comprehensive evaluation and examination. Healthcare providers, such as physicians or specialists, conduct thorough assessments, including-

  -  Physical examinations

  -  Diagnostic tests and consultations

• Sign-Out:

  The sign-out phase occurs at the conclusion of the encounter, where the patient completes their visit and receives instructions for follow-up care.

3. Multiple notes as per encounter requirements:

The team has developed a library of customizable note templates tailored to different encounter types and specialties. Allow providers to select and customize note templates based on their specific encounter requirements. We have incorporated the following notes:

Value Delivered

With the provided solutions, our team has overcome almost all challenges that the client has faced with his existing EMR; here are the value deliverables based on our satisfied client response:

• Intuitive and User-friendly interface:

  The client achieved a 40% increase in user satisfaction scores post-implementation.

• Simplified Encounter Process:

  As per the conducted survey, the simplified encounter process optimized workflow efficiency, resulting in a notable reduction in encounter duration. It assists in reducing average encounter duration by 25% after streamlining the process.

• Multiple notes as per encounter requirements:

  Offering the capability to create multiple notes as per encounter requirements allowed healthcare providers to capture comprehensive patient information.