What happens at HITEKS when a customer flags a problem? We solve it
Inside the workflow
Guidance where clinicians already work.
Native integration supports focused, in-workflow clinical documentation.
One of the best parts of our job here at HITEKS is the commitment to routinely interface with healthcare clients on our product. When a medical system partners with us to adopt our CDI tools, like Queryless CDI, we take that responsibility seriously. And when we hear that a client wants a change or has a question, we’re quite literally all ears.
In a shift from tradition today, we want to take our readers behind the scenes of what an interaction like this might look like at HITEKS, using a recent example as a case study. Here at HITEKS, we are dedicated to making sure the rollout and usage of our product is seamless in both its native integration into Epic and the clinical process. Customer satisfaction is one of our top priorities.
How it began
At HITEKS, our clients have direct access to our team. And if they want to report an issue, request training or simply get more information, they can reach out to any level of our staff, including our founder and CEO.
In this case, that’s what happened. One of our clients, one of the largest hospital networks in the United States, reached out to HITEKS with proposed adjustments to the product that would increase engagement from providers and relative impact. Their concerns were that clinicians weren’t taking full advantage of Queryless CDI’s various options, including its characteristic nudges and routing options, and that there were certain ways in which the native documentation process could be optimized with the clinical process to get a better result for both the physician and the patient.
After a phone call with the client, we listened with interest and met with our development team to see what could be done with this particular system’s operating tools to make things more streamlined. The answer was simple: when you’re designing and releasing a product in-house, the sky is truly the limit when it comes to offering customer support.
How we resolved it
The client was concerned about how and when in their workflow queries were delivered to providers and how many could be issued in any given cycle. First, we limited the amount of real-time direct queries to two per physician-patient encounter and prioritized these queries to nudge physicians based on the most impactful risk models. We then decided to manage the rest of the queries sent, any number over two, through silent mode where the CDI team can review and assign them in Epic native CDI workflows, which would not disturb the physician at the point-of-care.
We also came to understand that too many clinicians were receiving queries when only certain types of providers needed to review and reconcile them. We minimized this issue by ensuring profiles were set so that only physicians under certain provider types received queries. If they did not fall in a certain classification, they would not be sent queries.
What the outcome was
Now our client is even more satisfied with their HITEKS’ Queryless CDI service, optimized for their specific environment, and knows that we are always available to make further custom changes to their Clinical Documentation Improvement tools.
If your healthcare system is seeking a solution to endless documentation delays and administrative burden or wanting to improve clinical documentation quality, HITEKS can make it possible. Contact us at info@hiteks.com to schedule your personalized demo session with us and understand how you can make your CDI processes more efficient and more accurate. Help us help you.