Case Study
Piedmont Cancer Institute
The Challenge
Piedmont Cancer Institute was looking for a patient management solution that would enable its staff to work remotely, improve charting and provide better patient care by centralizing its triage and minimizing phone calls in direct patient care areas.
The Solution
Piedmont Cancer Institute took advantage of Navigating Cancer’s Patient Monitoring solution for a single, comprehensive view of processes and procedures. Staff had greater visibility into incoming calls and the ability to streamline communications to help the clinic align practice resources and staff for more efficient operations and onboarding.
The Results
Piedmont Cancer Institute implemented Navigating Cancer’s Health Tracker ePRO remote monitoring tool in November 2020, which led to swift and effective patient enrollment across all clinics within three months. Piedmont Cancer Institute saw 96% growth in remote care participation in the first three months alone and more than 4,366 incidents were resolved in less than three hours, representing nearly 85% of the total incident volume — showing the value of more coordinated and intelligent pathways.
Now we’re catching some patients before they would have called and before they get really sick, which really helps to minimize some of their suffering. The transparency of documentation and easily seeing what’s coming in and going on has also been huge for us.
Services
As the industry’s leading patient monitoring tool, Health Tracker supports a patient’s health needs by delivering efficient check-ins via text or e-mail and automatically enrolls patients into ePRO programs that are tailored to their specific care journey.
Provider
Locations
EMR
Top Metrics
- 96% growth in remote care participation in first 3 months.
- 85% of incidences were resolved in less than 3 hours.
- 86% of patients have reported a symptom via Health Tracker’s remote monitoring solution—eliminating the need for patients to call into the clinic or visit an ED for triage support.
Customer website
Challenge
Piedmont Cancer Institute needed a patient monitoring solution that would enable its staff to work remotely, improve charting and provide better patient care by centralizing its triage and minimizing phone calls in direct patient care areas.
Prior to implementing Navigating Cancer solutions, Piedmont Cancer Institute struggled with coordinating care across its disparate locations and lacked the tools to cover duties in another office remotely. Additionally, managing an increased call volume while documenting telephone communications was an inefficient process and often a deprioritized request — they were getting the job done, but documentation didn’t always show up in inpatient charts. A general lack of documented processes and procedures also caused challenges in onboarding and effectively ramping new staff members.
Piedmont Cancer Institute’s patient management goals were to:
- Improve charting
- Reduce patient resolution time
- Increase patient growth on digital solutions for a proactive remote work environment.
Solution
Piedmont Cancer Institute implemented Navigating Cancer’s Triage and Health Tracker solutions during 2020, while managing care during the COVID pandemic. The web-based solution proved useful immediately to support a remote working environment, allowing the staff to cover multiple office locations without being physically present in an office. Piedmont Cancer Insititute realized the following objectives:
- Having a single comprehensive view of processes and procedures.
- Implemented standardized documentation by utilizing preset clinical pathways; this too assisted with onboarding new care team members.
- Leveraged Health Tracker’s Pathways and Standing Orders feature, which allowed their staff to work at top of their license because patient care tasks can be appropriately assigned to the staff, based on role.
- Implemented a centralized telephone triage system to efficiently manage and respond to incoming calls and voicemails.
- Use of call routing features, which ensures the right care team member is notified at the right time with the right information tied to the patient profile — including HomeCare instructions, which eliminates the need for repeat phone calls.
Results
Once workflows and processes were optimized, Piedmont Cancer Institute implemented Health Tracker’s remote monitoring solution in November 2020 and saw swift and effective patient enrollment across all clinics within three months.
Highlights include:
- 96% growth in remote care participation in first 3 months.
- 86% of patients have reported a symptom via Health Tracker’s remote monitoring solution—eliminating the need for patients to call into the clinic or visit an ED for triage support.
- More than 4,366 incidents were resolved in less than three hours, representing nearly 85% of the total incident volume — showing the value of more coordinated and intelligent pathways.
Coordinated and intelligent triage workflows combined with remote monitoring has significantly decreased the need for patients to leave voicemails — further improving the patient experience.