Performance Health Partners
North Olympic Healthcare Network has focused on improving patient satisfaction by enhancing patient-provider interactions and streamlining incident management with Performance Health Partners’ software, revolutionizing patient management and operational efficiency across its rapidly expanding rural health centers.
Introduction
North Olympic Healthcare Network (NOHN), a Federally Qualified Health Center (FQHC) network located on the scenic Olympic Peninsula in Washington state, serves as a vital healthcare resource for its rural community. With a commitment to providing comprehensive, patient-centered care, NOHN operates four locations, including a mobile health clinic, and offers services ranging from primary medical care to dental, vision, and behavioral health, with plans to expand further.
Challenges
Despite its strong foundation and commitment to excellence, NOHN faced significant operational hurdles that threatened to undermine its mission. Central to these challenges was an outdated incident management system that was not only cumbersome but also markedly inefficient.
Jackie Lebihan, Chief Operating Officer at NOHN, described the system as “very antiquated,” which made it “very hard to navigate.” The inefficiency was exacerbated by a lack of clean interfaces and functional dashboards, making the system difficult for staff to engage with effectively.
The complexity of the old system significantly stifled staff’s ability to manage incidents. It resulted in a cumbersome reporting process that deterred staff participation, ultimately affecting healthcare outcomes.
Jackie noted, “All of these things just made it suboptimal for what we’re really trying to accomplish—delivering the high-quality care our patients deserve.”
This inefficiency was quantified by the administrative burden placed on staff. Prior to PHP, the team at NOHN spent an excessive amount of time managing incidents; up to 30 hours a month were dedicated solely to administrative tasks related to incident management.
Furthermore, the slow processing time meant that incidents remained open far too long, often taking weeks to resolve, which not only delayed responses to critical issues but also left many incidents partially addressed or unresolved. This situation highlighted a pressing need for a robust solution to streamline the incident reporting and management process, reduce administrative burden, and ensure that NOHN could continue to deliver high-quality, accessible healthcare while managing incidents effectively and efficiently.
The PHP Solution
Recognizing the dire need for a more effective system, NOHN turned to Performance Health Partners (PHP) software, seeking to leverage its healthcare-specific functionalities and acclaimed user-friendliness. The choice was largely influenced by PHP’s Best in KLAS designation, a marker of excellence in the healthcare technology space.
“The KLAS designation was a key factor in our decision; it reassured us of the software’s quality and compliance with high industry standards,” Jackie explained. “Additionally, the ease of use demonstrated in the personalized demo further convinced us, ensuring that the new system was quickly and smoothly adopted by our staff.”
The implementation process of PHP’s incident management system was remarkably smooth, reflecting the meticulous planning and robust support provided by the PHP team.
Jackie Lebihan noted, “I’ve gone through so many different implementations throughout my career, and yet Performance Health’s implementation was one of the easiest I’ve yet to experience.”
The process unfolded, she explained, “like clockwork,” with each step executed on schedule and without any hitches. NOHN’s PHP implementation project lead was particularly commendable for her responsiveness and expertise. Jackie appreciated her consistent professionalism, stating, “There wasn’t a question she couldn’t answer... every meeting we made good forward progress,” highlighting the seamless handling and successful execution of the project.
Impactful Results
Operational Efficiency & Staff Engagement
Post-implementation, NOHN experienced a dramatic transformation in its operational dynamics. The intuitive design of PHP led to a significant increase in the reporting of incidents. “With our previous system, we were only scratching the surface of what we could do with our incident reporting system,” Jackie shared. Under PHP, the process became so streamlined that incidents could be resolved within a week, a stark improvement from the previous 21-day timeframe.
The decrease in administrative burdens was equally impressive. Terri Hauff, NOHN’s Senior Clinical Risk Manager, highlighted the shift in workload management:
“Before PHP, we were dedicating 30 hours a month solely to administrative tasks related to incident management. Now, we’ve been able to reallocate the majority of that time to directly engage with patients and on follow up.”
This redistribution of time has allowed staff to focus more on direct patient care opportunities, thus enhancing patient outcomes and improving patient satisfaction.
Quantitative Improvements with Performance Health Partners
- Incident resolution time: Reduced from 21 days to under a week
- Administrative time: 18 hours saved per month on administrative tasks, reallocating time toward patient safety initiatives
- Incident management: Three-fold decrease in open incidents, enhancing the efficiency of resolutions
Transformative Patient Management: Improving Patient Satisfaction
An unexpected benefit of implementing PHP’s software has been its profound impact on managing complex patient-provider interactions. Before PHP, interactions with challenging patients often left providers feeling overwhelmed and unsupported, with their default recourse being behavior agreements or outright dismissal—measures that were misaligned with NOHN’s ethos of inclusive care.
Terri, elaborating on this transformative change, observed, “We noticed a new provider was submitting up to five incidents a week about disruptive patients. With PHP, we were able to collect pertinent details that supported enhanced understanding and greater analysis around these reports. This led us to choose not to rush to patient dismissal but instead offer additional support to the new provider for managing difficult patients.”
The enhanced visibility provided by PHP facilitated a shift from punitive measures to a more empathetic and effective management approach, significantly reducing the use of behavior agreements and fostering a less confrontational atmosphere.
Jackie, reflecting on the broader implications, added:
“We haven’t had any behavior agreements since we implemented PHP, which is quite remarkable. Addressing behavior issues one-on-one with patients is less confrontational and tends to improve their compliance with treatments.”
This approach not only alleviates stress on providers but also ensures that patients receive the compassionate care they need, regardless of their behavioral challenges.
Moreover, Terri shared insights into how PHP has enabled NOHN to refine its processes: “By addressing behavior issues directly and individually, we can intervene in a more human-centered and compassionate way. We focus on understanding the unmet needs of our patients. When disruptive behaviors interfere with a successful visit, patient outcomes are negatively impacted. Through enhanced insights, in large part due to Performance Health, we’re now keeping patients in the clinic, helping them cope and meet their treatment goals without dismissal.”
This enhanced management capability not only improves the patient experience and patient outcomes but also solidifies NOHN’s commitment to inclusivity. Terri added, “We have gained better control over the process, ensuring that decisions about patient care are thoughtful and systematic. This high-touch approach has helped us develop stronger relationships with those patients who were previously considered challenging, turning potential dismissals into opportunities for better health outcomes and greater stability in care provision.”
Quantitative and Qualitative Benefits of Performance Health Partners
- Reduction in behavior agreements: From routine to zero since implementing PHP
- Enhanced provider morale: Better support and tools for handling challenging interactions increase job satisfaction and decrease provider turnover
- Improved patient retention: Fewer dismissals mean more patients continue receiving care at NOHN, supporting better long-term health outcomes
Spotlight on Incident Management: Addressing Vaccine Errors
Another critical improvement area with the introduction of PHP’s Incident Management System at NOHN has been in the management of vaccine errors. Previously, the limitations of their previous system obscured the tracking and visibility of such errors, making it difficult to address them effectively. With the introduction of PHP, NOHN experienced a transformative change in how these incidents are handled.
Jackie highlighted the clarity PHP brought to the process: “We saw a clear pattern developing around significant cases of vaccine errors. This enhanced visibility allowed NOHN to undertake a strategic overhaul of vaccine management, centralizing it in Pharmacy to ensure tighter controls and enhanced standardization,” Jackie explained. This shift not only streamlined operations but also significantly reduced errors.
These changes reflect a substantial enhancement in the safety and efficiency of vaccine distribution at NOHN, showcasing how PHP software has enabled the healthcare network to elevate its service quality through better incident management and data-driven decision making.
Quantitative and Qualitative Improvements with Performance Health Partners
- Reduction in vaccine errors: Significant decrease due to improved controls and standardized processes
- Increased staff confidence: Enhanced confidence among medical staff in vaccine handling and administration
- Improving patient satisfaction and patient trust: Reduction in errors contributes to higher patient trust and satisfaction levels, as they receive safer and more reliable care
Future Outlook
NOHN’s experience with PHP exemplifies the transformative potential of specialized patient and employee safety software in healthcare settings. The improvements in operational efficiencies, patient management, safety, and employee engagement have not only redefined internal processes but also profoundly impacted patient care quality. Looking forward, NOHN plans to leverage the scalability of PHP to accommodate its growth and further enhance its service delivery.
This case study underscores the critical role of digital tools in modernizing healthcare, providing a compelling narrative for other organizations considering similar technological advancements. As NOHN continues to evolve, its partnership with Performance Health Partners will undoubtedly be a cornerstone of its success in delivering exceptional healthcare.