Seamless Transition: How WorldView Transformed Advance Care's Orders Management
Historically, medical records lived on paper. Medical records specialists would fill out the charts by hand, filing them away and updating them manually with every patient interaction.
The obvious problem with this method is how time-inefficient it can be. Paper records also take up a lot of space, can get filed incorrectly, and can be difficult to update as quickly as caregivers would like. Medical records specialists were forced to overcome these problems and numerous other challenges to keep hard copies of patient files up to date.
"That was a headache," says Darlene Coles, a medical records specialist who has worked with Advance Care for over 14 years.
Over time, advancements in technology led to changes in the medical records office too. "We moved on to using different systems to scan documents into the chart," says Darlene. Even with scanning in records, it was still a time-intensive, frustrating, and tedious experience.
Scanning in pages, flipping them, and manually filing them for each update was a time-consuming process for medical records specialists and caregivers alike. In fact, caregivers used to make extra trips into medical record offices just to file paperwork. This process added extra time to their day that could have been used more efficiently for patients.
As Darlene points out, Advance Care did try to solve the problem with an out of the box document management system, but it didn't turn out to be all they had hoped it would be. While there were some time-savings, the tool seemed to create as many problems as it solved.
Advance Care decided to look for a new platform to solve the medical record problem. That's where WorldView comes into play. WorldView is a leading document automation platform that helps maximize efficiency across an organization, from caregivers to the front office.
The Problem with the Competition
The point of a good medical records system is to save time. Advance Care found that the competitor's product simply wasn't resulting in the gains in efficiency they had hoped for.
The competitor's program did not track the orders in an intuitive or automated fashion. This forced staff members to input manual orders and reminders or tell the program what to do, step-by-step. When there are 150 to 200 orders to get through, manual clicks can add up quickly. Every touchpoint slows the process down and makes the entire system unwieldy. It quickly becomes confusing making it hard to know what orders have already been processed, which ones are going out in a week, or even which orders must be sent today.
WorldView's Difference: Automation
With WorldView, everything is automated. This makes it possible to streamline how information is gathered and managed.
For example, WorldView can use internal logic to place all orders in a bucket and then specify that those orders are sent out within seven days. It's an efficient, effective way to take care of orders on a tight turnaround without manual intervention.
In fact, with WorldView, the average turnaround time for returned orders is approximately one week. With the competitor's solution, Advance Care often had orders that were outstanding for months.
"We weren't even sure if the orders were going out because it was such a process to go in and manually click on each one. It was a hassle," Darlene points out. “With WorldView, you can see everything with the click of a button. My team can also see everything that went out because it's so easy to read — and it's right at your fingertips.”
WorldView gives organizations back their time — they can monitor return orders, take corrective actions when they need to, and make more money by returning documentation on time.
WorldView's Difference: E-signatures
When orders are sent for signature via ESign, the turnaround time is typically only a day or two. The order goes straight to the person's device, and they can sign right there.
Using ESign saves time — rather than waiting for a caregiver to come to the front office or medical records office to sign off on documents, they can simply log in on their device and sign paperwork and orders all in one place.
This process prevents delays due to misplaced paperwork or orders, and it keeps caregivers where they are needed most, helping patients.
WorldView's Difference: Money Saved
Inefficient workflows can cause a medical organization to hemorrhage money.
Medicare orders are commonplace for Advance Care. These orders pay well, usually between $1,000 and $4,000 per order, and are a core income source for Advance Care.
The problem is that if the orders aren’t signed, Advance Care can’t bill Medicare and they lose out.
With WorldView, this is no longer a major concern. Advance Care is able to bill more each month, to the tune of $10,000, thanks to a consistent seven-day turnaround time.
Put simply, "If we don’t get orders back through the door in a certain amount of time, we don’t get paid," says Darlene. "WorldView has been key in getting orders back.” The competition couldn't guarantee this turnaround time, leaving Advance Care wondering when or if orders would come back. Essentially, the competition cost Advance Care more than just time — it cost the company thousands of dollars a month in income and revenue.
WorldView has made a major difference.
“Turnaround time has been great," says Darlene. "The bottom line has been great. WorldView is cost-effective because we are getting orders out and in more quickly, and we’re able to keep our money.”
WorldView's Difference: Real-Time Access
Another difference between the leading competitor and WorldView is access to real-time updates and information. Previously, Darlene was the only one who could access real-time information. As a result, "The competitor solution was more like a one-person system. If anything happened to me, the whole order process would stop because nobody else could see anything."
WorldView on the other hand uses a completely live data set and allows every team member access to what Darlene is doing in real time. This means that they have access to mission-critical information, exactly when they need it.
According to Darlene, “They could drop things into the chart, I could drop things into the chart, and it is all visible and accessible to everyone. That's one of the main reasons for switching to WorldView."
Advance Care was able to expand the use of WorldView not just within the office but also to the field staff on mobile.
“Our utilization of WorldView rapidly expanded because it was such an asset. It’s very user-friendly, and once you get it, it comes together quickly.”
WorldView's Difference: Document Retrieval
Document retrieval is another way that WorldView sets itself apart from its competition. Advance Care found that when it deleted a document on the competitor's system, it was gone. To get the document back, it would need to reach out to the support team and submit a ticket to retrieve it.
There is no such delay with WorldView. There's no need for a ticket. Employees just need to go into the retrieval section to retrieve any deleted items.
Summarizing the company's experience with the competition, Darlene says, "They cost more. For the amount of money we spent, it should have been a better system. I wish we had WorldView a lot sooner. It’s a great asset.”
How Advance Care Works with WorldView
Today, everything is easier and more manageable for Darlene and her colleagues at Advance Care. Here's how they're integrating WorldView into their daily tasks.
“Everything is more manageable and right at your fingertips with just a click of a button," says Darlene. "Order reports are nice because you can print them out or look things up exactly how you want. It makes our team more efficient because it’s a system you can rely on.”
Caregivers at Advance Care have an easier time with WorldView. Today, they load a patient chart and can focus just on that single patient. They don't need to worry about opening the wrong tabs or HIPAA violations With WorldView, going to the patient's homepage and looking them up only gives the team access to that patient's information.
Darlene says “WorldView mobile is great because not only does it help us stay HIPAA compliant, but it saves the caregivers a ton of time not having to flip through documents or click through a chart. In WorldView, all the information is right there.”
WorldView was the first mobile app the company used with this functionality — the competitor didn't have mobile solutions. As a result, WorldView was a huge timesaver.
The WorldView mobile app has made a major impact because caregivers file anything they need to right on the spot. On top of that, WorldView automatically rotates and sorts documents, saving caregivers time and preventing document errors.
According to Darlene, “The biggest impact WorldView has had on us is giving us back our time. Everything is in one place, and I can see everything with a lot fewer clicks. I have been able to do a lot more around the office.”
“The biggest impact WorldView has had on us is giving us back our time. Everything is in one place, and I can see everything with a lot fewer clicks. I have been able to do a lot more around the office.”
Medical Records Specialist