Webinar Recording: Stay Connected with Care Coordinations + WorldView

What you’ll learn:

✅ The Biggest Communication Challenges in Home-Based Care time stamp: 2:18

• How fragmented systems and slow response times create problems for agencies and patients
• The real impact of poor communication on hospital readmissions, staff workload, and patient experience

✅ How Disconnected Communication Leads to Inefficiencies time stamp: 6:09

• Why 35% of clinician time is spent on paperwork instead of patient care
• How 53% of care teams experience communication breakdowns at least once a week
• The risks of using outdated tools like email, faxing, and unsecured messaging

✅ How WorldView and Care Coordinations Work Together time stamp: 12:36

• What happens when patient care teams, families, and partners are instantly connected upon admission
• How automated documentation keeps records accurate without adding extra work
• How real-time notifications and mobile access help staff focus on care, not admin tasks

• How to connect office staff, field clinicians, patients, and external partners in one place
• Why automation and real-time messaging reduce back-and-forth delays
• How agencies can prevent unnecessary hospital visits by improving patient and family communication

✅ Real-World Results from Agencies Using This Solution time stamp: 21:52

• Faster response times and reduced manual work for care teams
• Better patient engagement with easy-to-use communication tools
• A system that adapts to how agencies already work, without disrupting existing workflows

✅ How to Get Started with the Stronger Together Bundle time stamp: 27:36

• What’s included in the six-month unlimited-use offer
• How implementation works with expert support
• The next steps to see if it’s a good fit for your agency

WEBINAR TRANSCRIPT

Alright. Welcome, everyone. We're excited to have you on today's webinar with, Stay Connected, Care Coordinations, and WorldView.

So together, we're going to explore one of the biggest challenges in home based care today, how disconnected systems and fragmented communication are slowing down care delivery and impacting patient outcomes, plus how WorldView and care coordinations are working together to solve them.

So I'm Chelsey Heil, head of marketing at WorldView, and I'm joined by Shawn and Andrew from Care Coordinations.

Yeah. Thanks, Chelsea. Hi, guys. I'm Shawn Zbranek. I'm the senior vice president here at Care Coordinations.

My background is I'm a clinician by trade. I've actually been one for over twenty years, and I have a decades experience in home health as a provider.

But for the last nine years, I've pivoted my career and, been working in the home health and hospice software business. So today, we're excited here to discuss how we're helping agencies solve multiple problems through better care coordination, automation, and just overall overall connected technology. So happy to be here. Thank you so much. Andrew?

Thanks, Shawn. I'm Andrew Ostrander. I'm the VP of client success and sales at Care Coordinations. My background's in software.

In twenty seventeen, I got into software in the post acute care space specifically.

Since my time in software in the post acute care side, I've worked for several different technology companies. And there's one problem that we've always encountered, and that's the need for better care coordination and communication.

And that's why we started Care Coordinations.

Today, we're going to share insights on how agencies can simplify communication, reduce hospital readmissions, and give their teams the tools to focus on patient care, not administrative headaches.

Awesome. So let's get started by addressing the elephant in the room. Home health and hospice is more complex than ever.

The demand for care is rising, but agencies are being forced to work with fragmented systems that create more challenges than solutions.

In fact, thirty five percent of clinician time is spent on paperwork instead of patient care.

Fifty three percent of care teams experience communication breakdowns at least once a week.

One in four hospital readmissions could be prevented with better care coordination and follow-up.

And these problems don't just affect agencies. They directly impact patients.

When teams can't communicate efficiently, care is delayed, families are left in the dark, and providers struggle to manage transitions effect effectively.

Yeah. That's exactly right, Chelsey.

So we're seeing the industry is seeing a more higher acuity percentage of patients receiving care at home, since COVID. And traditional ways of coordinating care have been really these never ending email threads, missed phone calls, cluttered Microsoft Teams threads, and even unsecured texting.

In in two thousand twenty five, that's just not cutting it anymore. This is why communication consistently performs the poorest out of all the metrics that field clinicians rate from their agencies. So the reality is that disconnected systems and fragmented communications are not just an inconvenience.

They're typically the root cause of so many issues like staff turnover, inefficiencies, avoidable readmissions, risks with compliance, and really just all around dissatisfaction from staff and patients.

And, Shawn, let's yeah. I was gonna say, let's not forget about the families and the caregivers.

Many family family members and caregivers are overwhelmed with managing care at home. Yep. But they can't reach providers quickly. It creates frustration, stress, and sometimes emergency room visits that could have been prevented with better communication.

So just put yourself in the shoes of these patients and family members. We've all probably been there before when we're taking care of a loved one at home, and you need to call for help, whether it's a home health and hospice agency or a primary care doctor, and you go to call that agency, and you probably get on a triage tree. And then maybe you get through to somebody, or maybe you don't. Maybe you get a voice mail. Right? And when that happens, you don't know if your, message is gonna get returned in fifteen minutes or in eight hours. And what starts to creep in is this need to get help quickly.

And if they're not getting in touch with the right people at the right time, they may call nine one one, and then you have a readmission on your hands. So it's clear the industry, we all need a new approach to this.

Absolutely. Yeah.

Before we move on, I just wanted to drop a quick poll up for everybody.

So what is the biggest communication challenge your teams are facing when it comes to coordinated care?

There's a few different answer or responses there, but just interested to hear what everyone's kind of dealing with.

We'll give those a minute to pop in.

And, yeah, it looks like people are saying all of the above. Right? Like, delays in response time, lack of the centralized system. These are all the issues that we're facing today.

I'm gonna go ahead and end that, and we can move on here.

So what does the future of home based care need to look like?

Agencies that wanna keep up must rethink how they coordinate care and manage their workflows.

So the key areas here that we need to change really include interoperability and automation, so agencies can't afford to use those disconnected systems.

The ability to integrate EMRs, billing platforms, and compliance tools is now a must have, not a nice to have anymore.

The second one is real time secure communication.

So care teams, families, and referral partners need that instant access to the right information at the right time, which is key. And then lastly, reducing admin burden. So technology really needs to help teams do more with less, not add in that extra work to their plates.

Yeah.

To kinda chime in here. Mhmm. Traditionally, agencies, if they've used a secure communication, There's been secure communication tools out there, typically, like, secure texting for the last decade.

The problem with that is, is usually designed for that one on one, encrypted communication. You can talk about whatever you want with another, you know, fellow employee. But the problem is, you know, those conversations, they're still typically not visible to any other stakeholders.

They're not and they're not memorialized back into the EMR. They're just siloed sitting there between those two folks having, the the conversations.

So in order to have, like, what we call true care coordination, first, you need to define, like, what is care coordination? So we've been hearing this for years. Every time you go to a different conference, so many executives from different, different provider organizations. They often say, hey.

You know, one thing we're focused on is staff recruitment and retention. We've been here now for a handful of years with a nursing shortage. But really quickly after that, you hear we need to improve care coordination. So defining what that is, what we define true care coordination is connection of communication between your back office, all your field staff clinicians, also your outside sales and marketing people, your clinical liaisons, then you have to open the door for the patients, families, and caregivers to be able to communicate with their care teams.

And then, even another component too of coordinating care is communicating with your external partners, like such as your referral partners, local DME companies in that market, or even, pharmacies too to coordinate care, maybe visits when delivery is being there or just to talk about different medications. You pull all three of those entities together, and that's how we define. If you want true care coordinations, that's that's the way it typically has to be done. And that's been the big gap in the industry for a number of years.

Yeah. Shawn, just to add to that. Shawn and I have talked to a lot of agencies the past few years, and everyone's has a similar tech stack. Everyone's using email, faxing, noncompliant texting. Maybe they do have an encrypted texting functionality, Microsoft Teams, phone calls. But all these different vehicles and ways to communicate create a lot of siloed communication, a lot of fragmented communication.

Like Shawn said, you really have to connect that back office team with the clinicians and clinicians to the back office team and then open up the door to be able to connect with your patients in a different format than you've historically done. So everyone's pretty much communicating the same way they've been communicating since twenty fifteen.

In late of twenty twenty four and into twenty twenty five, we're starting to see a change where people are moving from that siloed, fragmented way to communicate to more centralized environment. And so you have to ask yourself as a at your agency, do you guys wanna continue to communicate like you've always done, or do you wanna make a change to become more efficient?

Yeah. Absolutely.

And yeah. I'm sorry. I I just wanted to oh, sorry. You know, I just wanna, kinda piggyback.

Apologies. Didn't mean to interrupt. About things changing was real was real interesting. I was at a conference in, I believe, it's Dallas, a number of months ago, and one of the guest speakers there was speaking to the audience for home our home health and hospice audience about, improving retention, recruitment, staff engagement, that sort of thing.

And it's, it's a consulting company that's, you guys probably work with, for SimiTree.

Great consultant company in this industry. I pull I pull some stats that caught my attention. And they say when they get pulled in to help out a agency, whatever the situation is, when they look at all the data communication, it consistently performs a poor set of all the metrics that they look at. And, if you look at some of the data, the field clinicians, they say only thirteen percent of them say that that they strongly agree that leadership communicates effectively.

But then on the other side of it, eighty three percent of the executives feel they do communicate in an effective way.

So there's, like, this disconnect there too. And all in these exit interviews and just feedback interviews, the field clinicians say seventy four percent of them, Clay said that they felt like they're missing out on vital information or company news or along those lines. So, essentially, again, fragmented. You're out busy working big company, but you're all alone kind of with this feeling like you're on the island. So, anyways, Chelsey, I'll kick it back to you.

Yeah. That's really interesting. And I think that goes back to, right, you know, if you're in these silos, then you you don't know what the other people are thinking. So to have that disconnect in those, those stats is really crazy.

Yeah.

That's why we want to talk about how WorldView and Care Coordinations are helping agencies solve these problems right now.

With WorldView and Care Coordinations, agencies are going to benefit from a seamless workflow automation and that real time communication.

So when a patient is admitted, a Care Coordinations channel is automatically created, instantly connecting those care teams, families, and all the external partners.

The communication messages, updates, and care decisions are captured in real time and then documented within WorldView for compliance and then back into the EMR integration.

This eliminates all those manual manual updates that we were talking about, ensures that everyone stays aligned, and it maintains an accurate patient record in your EMR.

By integrating, those channels, that real time documentation, and that EMR connectivity, agencies can reduce that admin burden we were talking about that we're able to enhance the coordination and really improve those patient outcomes.

So I'm gonna kick it over to Shawn and Andrew to kind of walk through what that looks like in the care coordination platform.

Yeah. Thank you so much. So what you guys are looking at right now, this is just a screenshot of, Care Coordinations home screen. And Care Coordinations works, web based, and and we have a app too.

So any device, desktop, laptop, you know, or any device on, mobile devices, Android or Apple. So right here, this is essentially where most of your office folks, are gonna work out of care coordination. And what's so great, WorldView customers. You guys have a a huge value, but having both of our products together because like she was saying, automatically, all these patient channels get automatically created in Care Coordinations.

So now we have one central place for the care team to communicate internally about that patient. Then on the other side of things, we also have that information to communicate with the patients and family. So this is, this is primarily where your office folks will work, whereas your field clinicians will communicate, on a mobile app. What's really nice about this, you can create your own groups too. So what we tend to see is those Microsoft Teams threads that you got that many of the office folks have, those start navigating into care coordinations.

Different groups like intake, the poll preauthorization process, scheduling. Because number one, they're in a secure platform, so you don't have to worry about HIPAA or PHI. But number two, they have everybody organized in a in the right groups.

And the pertinent information that we'd want to push back in the, into their EMR is automatically done with the integration, with the WorldView.

So down the road, auditor survey comes through, and they ask to see that your coordination's taking place or how did you get these images of this wound or whatnot into, how'd you get it in the EMR?

You can see it simply here. So we all that stuff is autumn automated for you, which is a huge, huge bonus. And what we start to notice is as we deploy care coordination, it quickly becomes the most utilized tool in your entire tech stack. The amount of volume of, messages, video chats, sending documents, images, really, really increases, with the with utilization of office and clinical staff.

Hey, Shawn. One thing I want to share is, we rolled out a client recently, and I, got to meet with them about thirty days later and asked them, you know, what sort of impact were they seeing right away. And they told me across the board, it's speed of communication. So right now, especially with their back office team in that, the pre admit stage of the referral process, all that communication is happening in email and texting and phone calls, and things just get delayed. Right? Send an email, you go to lunch, or something else catches your eye and you do something else. But here, when you're centralizing all the lines of communication in one place and you've got all the parties that need to be present to have this communication and it's real time communication, things are happening a lot faster, and everyone's getting more done in their day.

Right. And I'd also mention that we have smart notifications.

Because, a lot it isn't just the aesthetics of the design, but the also the efficiency. And there's that fine line between notifying people of anything in your product and then, annoying them, right, where they'll start tuning it up. We we have smart notifications built into Care Coordinations where you're not actually going to get a push notification unless someone specifically is asking something of you. Just because you're a member of this team, your phone's not gonna constantly be buzzing or your desktop's not gonna have the notification.

They'll you'll only get that if someone is asking something of you, and we have it strategically built in the design. You'll obviously see unread messages in different different channels, but you're not gonna constantly be buzzed all day and notified. So we we put that in as a as a really, important thing because we want people to utilize the tool, and not get frustrated using it. You can also look at the design.

Most not most, but I would say a good chunk of the field clinicians, if they get access to this a little bit early before training, a lot of them start playing with the app, and then a lot of them mostly don't show up to training. Say say, hey. I figured this out. So we made it extremely intuitive and in a design that they should be familiar with just from using tech other technologies, on the consumer market.

I'm gonna jump to how this looks for patients and families.

Yeah. So this is something we're really proud of, and I'm gonna get a little bit of a soapbox here. So our the way patients, families, caregivers communicate in care coordination is we are we have all that information or demographic info. One click, it fires off an automated text message for them to download the app, steps them through it.

Historically, patients haven't had a lot of high utilization in patient portals, downloading different apps. And my from my point of view, I've I've been saying, yeah. That's because there's nothing really in it for them.

You know, a lot of times you go to a doctor, then afterwards you'll get this automated text or email saying, hey. Log in to your portal. Then you do it, and you don't even know what you're looking at. I mean, it's not the most user friendly.

So, of course, patients aren't logging into your portal. They're not getting anything out of it. It's for you. You made this for you, not really for the patient.

We took this, with patients, family members, caregivers in mind and said, well, what do what do they wanna know?

Number one, the patients and family members, they wanna know who who's all on their care team. Right? So if you look at the second picture there, this is, what the patient's family members when when they're in Care Coordinations, this is their experience. They actually see, a picture of every one of their clinicians, their name, their discipline.

We also identify who the case manager is. So the patient's family members at any point can have a conversation with any member of the care team. Second thing is when the clinicians are en route to go see a patient, we already have that demographic information from WorldView, which is great. So in one click, the clinicians can get driving directions to see that patient, but they also have the opportunity to share their estimated time of arrival.

When they do that on all the family members' phones and patients, they'll get this Uber like experience that populates. So we'll have the the agency's logo on it. It'll show a car going across the screen show showing how many minutes until their arrival. Also, again, a picture of the clinician, their name, their discipline, and importantly, a description of their vehicle.

And I say white Tesla, which is great because, you know, we have so many different examples of pay of the folks using care coordination, and they said they had to have an after hours visit. And it was someone they they have never seen before, but the description of the vehicle matched the car that pulled up. So I gave them a good peace of mind for safety, that they could open the door at midnight on Saturday, for the after hours person.

And, sorry, I was gonna Oh, sir.

Yeah.

I was gonna just add some examples here that we're we're hearing from our clients.

One, great use case that we've heard is, there's an agency that they had a patient that was concerned with a wound that they had. Yep. And, they called in, and they were trying to describe the wound to a nurse. And the nurse said, hey. Can you just take a picture of the wound that you the the portion that you're concerned about and send it through care coordinations to the your case manager?

So that patient did that, and the case manager is able to review that wound and tell them that it's healing as it should. And what this did for the agency is it saved them a visit, unnecessary visit, but it also gave peace of mind to that patient that it's healing correctly and that their next scheduled visit, we find a wait until then, for them to review the wound again. So that's something that we're hearing from our current clients. The other thing is twenty four seven connectivity.

So the experience that you're giving now to your patients and family is that they are connected twenty four seven to your agency. We've got really robust, out of office notification. So if you're a clinician that works from nine to five and then you have triage that comes on afterwards, we have a, we have logic in our platform to show that. So that patient or family member, if they have an issue and they go to contact you and you work nine to five and it's after five o'clock, it's gonna show up, oh, you need to call triage line or you need to contact this person. So you're giving that sense of twenty four seven connectivity, which is a really good, patient experience.

And the last thing I wanted to mention is you all you can also send digital documents or request documents. So if you want to send patient education or maybe the plate of care changes and you want to, push that through or medic your, the mix the meds change and you wanna send information across that, you can do that. And you get read receipts on everything that you send. And, also, vice versa, if you're like, hey. We're missing their insurance card. You can reach out and say, can you please send a picture in an image of your insurance card or your power of attorney?

So you've you've got this bidirectional connection with your patients and family that you've never had before.

And this next thing we're looking at is the episodic transcript.

So, again, we're talking about a lot of different, communication that's taking place. You can imagine all the different communication that goes on with a home health patient, right, that has therapy. He's got nursing, PT, OT, speech therapy, social work. You have all these people communicating in that one channel. What we've done is we've made it where at the end of each episode, that entire transcript of communication is turned to a PDF.

And via WorldView, they actually grab this PDF, this episodic transcript, and sends it back into the, EMR to be memorialized.

So we we make we make it where it's a nice cover sheet, and then we show you the itemized granular messages that are all time stamped. And they show who sent what, shows a communication, shows whether it's a image, a document, even a video. So here's the great thing is if there's ever if you ever been in a situation where two clinicians internally had this great conversation about a patient, who knows, maybe it was after hours or something about a wound, and then later on, you're looking in the chart and all that's not in there. That's because it's siloed somewhere else. What's great about this, as long as that conversation's happening in two key places in care coordination, it's automatically flowing in the EMR.

Same thing on the other side, the communication that's happening with the patients and family members. There are some great conversations going on there too, and it needs to be memorialized. That transcript automatically goes back into the chart. And before anybody asks, because I bet I'll get this.

Yes. You can go and edit what you type if it's in the area that gets pushed into the EMR. You can edit. If you make a mistype, you can edit it.

You you can delete what you typed, but we do a very intentional job during training of letting folks know in this area of care coordination, all this communication automatically goes in the EMR.

These two areas, it does not. Say whatever you want amongst yourselves. So we do a very intentional job of that for folks that are asking, well, what if I accidentally type something in this area, and then maybe I don't want it in the EMR. We train, point that out, and, again, there's also a edit and delete button.

I love that this, like, eliminates the need for that manual documentation.

You're ensuring compliance, and you're helping teams proactively address all of the patient's needs.

So it's really great.

Alright. I'm gonna drop in one more poll here.

So just wanna know if anyone's interested in learning more about Worldview and Care Coordinations. You can double select here.

And while while we're going over this, awesome.

Thank you for those answers.

Really appreciate it. So we created the stronger together bundle because we know that this can feel overwhelming, and agencies don't have to figure it out alone. So this bundle is really your opportunity to get that full ecosystem for six months with unlimited use and expert implementation support, low risk, high reward way to see how integration can transform your operations.

And we only have a couple of minutes left, so I wanted to jump into questions and, then we'll give a quick thank you, at the very end. So what are some questions I can answer? I'm gonna stop sharing my screen. Here we go. Here we go.

So for Care Coordinations, how do you ensure HIPAA compliant messaging?

Yeah. Our tool is actually yeah. I'll say end to end encrypted.

Everything's sale we're in the AWS cloud, but we follow all the HITRUST certification guidelines.

And to make it easy for sing or for signing in on the app, we use facial recognitions, thumbprints, the latest technology in terms of signing in, OTPs, all that stuff we incorporate into our app.

And then another one. Do your solutions require a specific EMR for integration? So I can go ahead and answer for WorldView.

We are integrated with Axxess, KanTime, Homecare Homebase, and coming up on MatrixCare and Curantis as well.

So we don't require integration, but all of the EMRs that Chelsey just mentioned were integrated as, with them as well through our partnership.

Awesome. And I think that's all the time we have left for today. So thank you for everyone joining.

We really appreciate it. If you have any additional questions, please feel free to reach out to Andrew, Shawn, and myself. We'd be happy to answer.

Alright? Thank you. Have a good day.

Thank you.