In this Acceleration Case Study, learn how the Visiting Nurse Service of New York (VNSNY) streamlined various processes to better manage its large number of patients. Caring for over 44,000 patients daily, VNSNY identified a need for a tech solution to automate the review and evaluation process of patients. The organization would only be able to streamline data management by developing different stages for information throughout the case flow. Read how VNSNY improved its data management by implementing Dynamics 365 with the help of HCL-PowerObjects.
Business Challenge – Improving Data Management
Initially founded in 1893, VNSNY is the most significant non-profit home and community-based healthcare organization throughout the United States. With over 44,000 cases daily, their patients range from newborn infants to seniors. However, due to its large number of patients, VNSNY needed to find a better way to streamline its data and manage workflow. Finding a software solution that best meets their needs was a top priority.
The data science team at VNSNY created risk models to improve patient care. They did this by identifying those at a greater risk for specific outcomes. For example, the Advanced Illness Management team at VNSNY conducted reviews to evaluate if additional services were required for those identified as nearing the end of life. Once the evaluation was complete, the healthcare team worked on providing the appropriate interventions.
This entire process was manual before VNSNY chose to implement Dynamics 365. The team at VNSNY needed to find a tech solution that could easily streamline and automate the review and evaluation process for advanced illnesses. However, this process would only be possible if they could manage the data by developing different stages for information throughout the case flow.
VNSNY chose to implement Dynamics 365 to help streamline and automate data management while also improving the review and evaluation process for Advanced Illness Management. However, the organization needed more than a technology platform. So, they decided to partner with HCL-PowerObjects to help them streamline and improve their workflows.
Using the Microsoft Healthcare Accelerator became a critical part of the solution. It offered ready-made entities for managing Observations, Episodes of Care, and Medications. This also included any other outputs from the system that they can easily map. Microsoft Healthcare Accelerator saved a lot of time and made everyone’s job much more manageable.
Software Solution – Dynamics 365 and Microsoft Healthcare Accelerator
Before implementing Dynamics 365, the Advanced Illness Management team had to reach out to three different sources for accessing member data. This consisted of the Health Plan system, HomeCare EMR (if applicable), and the Business Intelligence and Analytics department. Consulting these different departments resulted in a longer management process. For instance, the staff had to log into multiple systems to create profiles of members while identifying their conditions. By using Dynamics 365, they can import and consolidate this data daily. Furthermore, it enables staff members to review relevant information in one location.
Dynamics 365 also offers an added benefit for importing this data. It enables reviewers to receive an alert in less than 24 hours if an adverse event happens. For example, a patient in stable condition may have a fall that needs immediate attention. Dynamics 365 will receive and display an alert to the medical team. This allows them to take appropriate action. Under the old system, it was impossible to discover an adverse event until the subsequent scheduled review.
The medical team at VNSNY had previously struggled to manage all of their reviews on Excel spreadsheets. However, three out-of-the-box features of Dynamics could capture the majority of this process. This included:
- Using a Schedule feature that enables reviewers to create a detailed schedule for upcoming tasks. Users can also view tasks due for a specific date or overdue. This plays a key role in managing their workflow.
- The Notes feature allows reviewers to document their findings.
- A 5-stage Workflow Process that included exception paths for periodically monitoring members. This was done by putting them on hold while also guiding reviewers throughout each stage of the review protocol process.
The Results
HCL-PowerObjects created another tool using Power Apps. Reviewers can now conduct a phone interview, known as a “script,” with each member. The phone interview includes a variety of questions. The Power App can easily capture these answers.
Managing all of the day-to-day work for the Advanced Illness Management team required evaluating which reviews were the highest priority. Meanwhile, it also decides which reviewers were available to gain new work. Creating assignments and reassigning reviews while a reviewer goes away for vacation was also a top priority.
The dashboard features at Dynamic 365 presents all of the needed information. It does this by creating graphs and lists to allow managers to handle each task more efficiently. Staff members can use the dashboard to better organize all of their work assignments. The dashboard for managers displays productivity as well as many other types of reporting information. The team at VNSNY can even use the “Advanced Find” for creating additional reports on their own.
One of the essential things VNSNY learned during the implementation process for Dynamics 365 was to learn how to use the system correctly by understanding each unique process. This perspective required a different mindset from learning how to use the product to more about completing each job task with the help of the product. Initially, many of the issues that appeared to be bugs within the system turned about to be not be issues at all.
The success of implementing Dynamics 365 further highlights the importance of using state-of-the-art technology in the workplace. It helps bring a results-oriented mindset and problem-solving skills for creating an even greater level of effectiveness to meet the needs of each patient.
