Washtenaw Community Health Organization
Afia Helps the Washtenaw Community Health Organization Improve Efficiency, Save $3 Million in Two Years
The Washtenaw Community Health Organization was the foundation from which Afia was created. Afia continues to work very closely with the WCHO to learn new ideas and test out others. One of the most important projects undertaken by Afia’s founders was the design of Encompass, the WCHO’s Electronic Health Record, in conjunction with WCHO staff.
Encompass EHR enables sharing of data and improvements to care
Organizations facing IT changes share similar challenges: Can technology increase both efficiency and customer experience? Can an IT strategy support the entire organization and be cost effective? Will the project be delivered on time and on budget?
The Washtenaw Community Health Organization (WCHO) confronted these challenges in 2003, when it updated its legacy IT systems. Seeking to develop a comprehensive IT strategy, WCHO’s ambitious goal was to support the highest quality consumer care with an agile system that would evolve in tandem with the organization.
Strategy designed to leverage technology throughout the organization
The WCHO engaged Chris Akerley and Jeremy Nelson, founders of Afia, to provide guidance and expertise, and to manage the organization’s change. Chris and Jeremy worked as a part of the WCHO Information Management team, engaging with stakeholders at all levels of the organization to develop a solution that addressed its needs and goals:
- A custom, Web-based system that was driven by the business and its services to customers.
- Measurable, meaningful return on investment, and improved customer service and care.
- Integrated IT strategy that complements the WCHO’s strategic plan.
- Deliver successful adoption of the system, ease to use.
- Improvement of business processes for efficiency and implementation of the most effective approaches
- An agile system that could easily adapt to changes in the WCHO’s business practice, support staff suggestions, and comply with regulations
Collaboration yields real, meaningful results
Integral to the strategy, Afia’s team considered how clinicians, support staff and management use technology. In tandem, to support organizational efficiency, the team sought consistencies in reporting, documents and other IT-driven tools, including training and development.
In conjunction with WCHO staff, the team designed a Web-based electronic records system for the WCHO that automated clinical and business processes, and standardized all clinical documents across the entire organization. Dubbed the Encompass Electronic Health Record System, it included consumer demographics and insurances, assessments, treatment planning, progress notes, service activity logs, authorizations, and claims payment.
To facilitate adoption of Encompass, Afia’s team designed an integrated help system to guide and train users on the program’s functions and features. Users of Encompass can, at any time, simply link to helpful tutorials and “how to” features throughout the program, receiving guidance and instruction in real-time, when they need it the most. Additionally, the team relied on the ground-work laid by change management experts at PMP. PMP supported the rollout of the system by aligning staff’s personal vision with that of the WCHO, reducing resistance to change.
Encompass helps WCHO doctors and staff share information
Designed to support the delivery of the best care to the consumers and compliance with HIPAA, Encompass improves the sharing of information between consumer’s doctors and clinical staff, across all entities within WCHO: Primary care physicians, mental health physicians, shelter or clinic staff and contracted community provider staff.
Encompass enables care providers to review a consumer’s comprehensive drug list, reducing drug-to-drug interactions. It allows emergency room physicians access to critical behavioral health information that can impact treatment options.
Encompass improves treatment
Encompass includes health and safety warnings that appear on a consumer’s screen: Allergies, court-ordered treatment, safety warnings, and any other text a clinician designates. Every consumer has a personal health review that includes safety and risk issues, and vital statistics including potential diabetes, heart disease, or other threatening conditions.
Encompass generates reminder emails along with reports, triggering clinician review and maintenance of consumer records. Encompass reminds clinicians, via e-mail, on consumer statistics, including where the consumer is within the treatment cycle (e.g. 4 weeks remaining in a 6-month person centered plan), and if a consumer has gone for an extended period without treatment.
WCHO benefits: Significant cost-savings, return-on-investment
Improvements in data entry and workflow enabled WCHO to save overhead costs of employment. Encompass improved organizational efficiency, quality and accuracy. Consumers benefit from the elimination of redundant lab work, and increased accuracy and quality of care.
Encompass, and Afia’s team helped WCHO reach its goals with confidence. Since WCHO launched Encompass, the organization has realized significant return-on-investment, saving more than $3.1 million in the first two years alone. The system’s success has led to its adoption by WCHO peers in neighboring communities, including Lenawee, Livingston, and Monroe counties’ Community Mental Health agencies.
