Building patient trust and improving patient care is a concern not only for Healthcare Providers, for insurance companies as well
Our clients approach us
Multiple clients, such as Blue Cross Blue Shield of Florida came to us with a problem. No matter how well-intentioned a Healthcare Provider (HCP) can be, if they are not able to listen and write down accurate notes from their patient meeting, not only will this cause issues with a patient file, but the patient will lose trust in their provider.
After assembling with my team via-Zoom (thanks COVID!) we were able to breakdown this problem into a few possible routes. Perhaps mailing out more paper forms will ensure the patient’s information is accurate because they are the ones filling it out—however, it is too much work to ask from them to go through this process. Another idea that ran by us incorporated a section in our platform that would act as a blank notepad. When a HCP types into this box, this notepad is able to organize and correct spelling errors (and document the changes so there is a history) minimizing the time they spend typing their notes.
After meetings and discussions a lightbulb went off
We found the commonality between our clients and also realized this commonality is one of the biggest ways they communicate with patients. Phone calls.
They needed a way to accurately document their patients health history over the phone. A conversation between a patient and a healthcare professional is a different structure every time and is an unpredictable event. Our customers needed a way to holistically document their patients health information in a seamless and flexible way. This process leads to well documented information, meaning more trust is created between the two parties; especially on the patients side.
CSS Health is a medication therapy management (MTM) web-based software. Our main goal is to improve the lives of patients.
Our software is flexible and allows our clients to address their specific needs including Part D MTM Programs, disease-focused MTM, care programs (MillionHearts) or quality management programs (STARs). As a healthcare SaaS company, it is vital for our product to work well for our customers. When a healthcare professional reaches out to a patient who is qualified for Medicare Part D, it is by both mail and a phone call. During this phone call is where the healthcare professional will gather a patients PHI and input it into our system. With this information, our product is able to create medication adherence plans and much more that will benefit the patients health. In order to create these cohesive health plans, the information that is inputted must be completed and accurate.
Our team was tasked to create a workflow that our customers could easily use while on the phone with a patient while recording that patients health.
Between all our clients, the way each company uses our platform varies--some use headsets and call as many patients a day as they can, others use one hand to call and the other to type and record information.
End Product
We decided that for each module to be completed during a phone call, each module needed specific features. In the end, we opted in for a field that has a type ahead drop down and multi-selection option that pulls from the patient chart in our system. This not only ensures patient accuracy, but also only requires one hand to input the needed information. After a module is completed, the user will hit “Add” and our system will generate a history chart. And we realize no one is perfect and some mistakes will be made which is why we created the option to edit past assessments based on permissions set by the admin. Now, if someone goes into this patients chart, they have detailed information from previous sessions and are able to fix any issues that may have been entered.
