Scott & White Referral Communication Improvement Project

wakefulchardSoftware and s/w Development

Feb 17, 2014 (3 years and 8 months ago)

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Scott & White

Referral Communication
Improvement Project


Summarizing Our Problems


TOO MUCH PAPER


Fax Volume exceeds technology (“busy”, files too big, refax, machine
breaks)


Can’t readily track paper (gets lost, etc.)


Internal communication inefficiencies/processing inefficiencies


External communication inefficiencies/breakdowns


We can’t track effectiveness/speed of referral process

Summarizing Our Problems

The referring offices say:


You take too long to schedule the appointment


You lose our information too often and ask us to fax again


We don’t know where the referral stands during the process


You don’t notify us about the appointment on a consistent basis

Solution


Utilize Physician Relations database solution to automate processes,
communicate with outside offices, communicate internally, and organize
our work


Capture and store the fax electronically


Portal for outside offices to view status of the referral request


Automatically push information to the specialty desks


Automatically communicate with the outside offices


Partners


SalesForce.com


Database used by Physician Relations Department


KnowledgeBin


Accepts and stores fax documents electronically


Astadia


Consultant working with Scott & White to manage project
and customize SalesForce.com

Too Much Paper


Solution


Referral information (request form, patient information) is faxed to
designated fax numbers (Temple PRN initially). It is not printed on a fax
machine, but stored digitally. SalesForce scans the database when a fax
arrives and automatically files them with the referring clinic’s “record.”
SalesForce users have access to this information.


Fax will never be busy and never run out of paper!


Clinic specialty desks will be provided with KnowledgeBin user licenses to
allow them to search for, access, and print (if necessary) these documents.

Internal Communication Inefficiencies/
Processing Effectiveness
-

Solution



PRN will maintain, through SalesForce, the “master log” of referral requests


Each specialty division to provide a mail box to receive communications.


When a referral request comes in to PRN, they will send a link to the fax to
the specialty desk inbox. Divisions can click link and log
-
in through
KnowledgeBin to view fax. (Potential future phase
-

integration with Novell
sign
-
on so login not necessary)


SalesForce will auto
-
send daily e
-
mails to divisions with outstanding
requests

Internal Communication Inefficiencies/
Processing Effectiveness
-

Solution



Desks can search for fax online by multiple criteria


Patient
Name, DOB, referring clinic, referring physician, etc.


Because of NextGen and IDX Centricity workflow
functionality, SalesForce will not be a “back end” solution.


Download to occur nightly from MIDAS


Appointments
scheduled or revised from the previous day will auto
-
populate
the “referral record.”

External Communication
Inefficiencies/Breakdowns


Solution


Portal developed for outside clinic


Log
-
in to view status


Click to request update


auto
-
e
-
mail generated


Communication with outside clinic


Auto
-
confirmation of receipt of fax


Auto communication by e
-
mail, if requested


Morning summary


Outside clinic receives auto e
-
mail or fax daily
regarding appointments scheduled for their patients.


MIDAS integration = Fewer appointment confirmations that “fall through
the cracks.”

Can’t track effectiveness/speed of referral
process
-

Solution


Reports to be created to measure the time taken across each
stage of the referral. Data can be used for future modifications.

More info



Questions: Contact Temple PRN


x 42218 or


Physician Relations


x 48559


The following slide is a screen shot of what a specialty
department will see when it the user clicks on the link
sent via e
-
mail or logs in to view faxes at
clinicops.sw.org
,
clicking on “Practice Portal” Link in
the right navigation.

Can search by
multiple criteria

Results displayed


Click on file name to
view fax.

A preview of fax is
then displayed on the
right


Print or save the
document here, if
necessary.

Click through the pdf to view,
as you normally would