Workflow management for complex case management
I would like to get impressions from primary care case managers as to whether structured workflow tools (that is, tools that automatically assign interventions/work queues to individuals or to defined groups) are useful for primary care case management, or whether paper worklists are adequately effective and less complicated.
Hi Tim, simplified workflow through automation is absolutely preferred over paper. Ability to reconcile/sync is also very important to prevent duplication. So an assessment that has data elements relevant to another requirement would autopopulate into those areas. Our biggest issue is redundancy that impacts efficient management. I would never say that paper is less complicated. It requires scan/upload, and lack of integration.
Thanks Lori. This does align with my expectation, but I am a little surprised how rarely workflo automation tools are implemented. I only know of two products that populate care management queues based on clinical rules embedded in the integrated clinical database (Innovaccer and the CentriHealth IHR). But they are not widely implemented. I suppose one could use the more generic workflow automation tools (e.g., Pega or Ika), but I have not seen them much either. Have you seen workflow tools implemented?
Anytime paper can be converted to system, you reap the benefits you know of, and an incremental 50% you didn't know existed....
In saying that, converting to workflows have worked great when processes or businesses have been developed/matured, and process adherence/efficiency was the value enabler. In processes/businesses/environments where there is a high rate of business growth or rate of process change, workflow redundancy is high, and management/revisions can drain resources or worse, create "bypass" processes around the workflows.. Hope that helps.
I indeed agree that automation is better than paper. There are many workflow automation tools available. I used Zoho a lot. This is customizable and really good for generating reports, it is user friendly and takes few minutes to build what you need. I tried Team as well but I did not like it as it was not easy to use. However it is plenty of opportunities that could suit to you, it is possible to check several different solutions at https://www.capterra.com/workflow-management-software/.
Not only process issues in dealing with care management, but a more integrative strategy to engage all key stakeholders around a clear mission that ultimately is patient focused. Too many times reactive tactics miss the mark due to a lack of such a clear strategy along with a culture to support tactics oriented towards achieving the goals within that strategy.
Also, accepting individual patient behavior as a norm rather than a variance is another struggle with tight financial budgets behind current efforts to improve care delivery.