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Efficient care coordination starts with clear visibility into the patient journey. However, improving care coordination isn’t always as easy as it sounds — especially for post-acute care facilities.
Just ask Teresa Spencer, Vice President of Marketing & Innovation at Graham Healthcare Group. She led the adoption of Salesforce for the organization 10 years ago to proactively address care coordination challenges, adding to Graham Healthcare’s reputation as an innovative technology leader in the space. Homecare Homebase was already being utilized as their EHR.
“I’m data-driven. I make decisions based on data and facts,” said Teresa, when asked about her approach to improving processes at Graham Healthcare.
Graham Healthcare is primarily in the home health and hospice settings across three Midwestern states, with over 2,700 staff serving 10,000+ patients. A nationally recognized leader in the space, Graham Healthcare prides itself on radically challenging the home care model by putting patients and their families at the top of the paradigm.
“If there’s something that’s going to make Graham’s clinicians, administrative staff, or our patients’ lives better, then we’re going to look at that,” said Teresa.
They prioritized an integration between their foundational systems, their EHR, Homecare Homebase, and their CRM, Salesforce. This is where their physicians and staff spend most of their time, but they also knew that missed notifications were, well, a real miss. Teresa and Graham Healthcare vetted various integration solutions, moving forward with Bridge Connector, due in large part to their appeal with full-service solutions, requiring minimal resources on Graham Healthcare’s part as the partnership (and integrations) matures.
“What good is having the data if your physicians aren’t able to utilize it to do their best work? That’s where the value of integration comes in,” said Teresa. “A patient’s journey extends beyond their episodes of care with physicians in the Graham Healthcare network. That makes it even more important to have all our disparate systems connected, so data is accessible to the right people at the right time.”
And that’s where three different Bridge Connector integrations help Graham Healthcare rein in inefficiency:
Patients are now automatically onboarded in Salesforce when they are assigned a nurse alert system, thanks to integration. Nurse alerts are no longer missed, and incidents are automatically logged in Salesforce. Dual entry goes away and immediacy is gained, in terms of how quickly staff can respond to patients.
Whenever a Graham Healthcare patient gets admitted to another PatientPing facility, one of over 6,000 hospitals or other facilities in the U.S., Graham Healthcare staff receives that notification automatically in Salesforce, so their team can take next steps, including proactive outreach.
Lastly, patient coordination notes are pushed from Salesforce to Graham Healthcare’s EHR with a Homecare Homebase integration. This underscores the importance that Graham Healthcare places on equipping their physicians with thorough information — real-time, actionable info at the point of care.
Graham Healthcare knows that care coordination is not just about equipping a care team with the right tools. It’s about leveraging their technology to reap the maximum benefits from each platform. A key part of that is ensuring systems communicate and work interdependently.
“Integration is such an important part of all of our solutions. We have computers, tablets, and we don’t want our staff to utilize too many applications, so to speak. The simplification that results from integrating our two foundational systems (our EHR and our CRM), plus the additional Bridge Connector integrations, it’s helped our team get access to the info they need more easily,” said Teresa.
In her role, she is constantly evaluating business problems for the organization, and how technology can be better used to solve them. She weighs problems against IT solutions already in place versus looking for other systems to add.
“I really look at integration as a foundation for a lot of things. While there are great solutions out there, if they can’t easily integrate with the solutions you already have, you’re not going to get the adoption rate you need to really capitalize on all of these investments.”
Graham Healthcare Group CEO, Justin DeWitte, agrees with Teresa’s statement. He oversees many initiatives that will help Graham Healthcare yield the coveted 360-degree, or more holistic, patient view the industry has been shifting toward.
“Bridge Connector’s full-service integrations have accelerated our rollouts, saving us time and money, and we work hard to ensure we’re investing those gains in the right way,” Justin said. “We have been successful at leveraging technology and integrations to streamline business processes, using that saved time and increased data transparency to improve care coordination, outcomes, and staff & patient satisfaction.”
“I’ve been very fortunate to work for a progressive and innovative company,” said Teresa. “And at the end of the day, I’m making sure that the tools we’re implementing are improving patient care or the number of patients we’re providing care for. There are so many solutions out there, and partnerships such as the one we have with Bridge Connector will continue to be pivotal to our long-term success in accomplishing both of these goals.”