Hospital Extends Caregiver Workspace to Home Office

2/7/2013 | Case Study | 0 Comments |

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Business Challenge

Due to the increase in patient volumes and the desire to enable the caregiver a better quality of life, this major global healthcare provider wanted  to extend the caregiver workspace to the home for on-call nurses and other supporting staff. The Cleveland-based institution has an award-winning 24x7 nurse on call program that serves patients in the surrounding community. The organization needed to expand the program, but it was looking to do so without making heavy investments in new call center offices and infrastructure. The decision was made to add new on-call nurses that could provide patient assistance while telecommuting from home.

Solution

As well-established technology partner with this health organization, MCPc was selected to ensure that its work environment could be extended to the homes of 40 telecommuting nurses. After several meetings to assess both the business need and existing environment, each nurse was provided a laptop, IP phone, firewall and Cisco router. This solution was integrated with the health system through a secure DSL connection. MCPc project managed the implementation of each location and coordinated between the individual nurses, MCPc engineers and the DSL carriers. MCPc also provided support services for both the telecommuter technology and the DSL connection.

After the model was successful the health system extended the telecommute program to 18 of its ICD-10 coders, eventually scaling up to 40. MCPc successfully delivered the same solution for this group, as well.

Results

The work flexibility of the telecommute model gives the healthcare provider the agility to quickly scale its nurse-on-call services without having to invest in new brick-and-mortar office space. It also allows the organization to more easily recruit qualified nursing talent from anywhere in the region.
Plus, with the success of both the on-call nurse and ICD-10 coders telecommute programs, they now have a proven model for extending the clinical workspace to home offices for a wide range of caregivers, including doctors. Since the telecommute implementation, several of the organization’s doctors and other staff have expressed interest in various levels of work-from-home options.

In MCPc the organization had a partner with a validated delivery methodology and one that owned the technology, from procurement to installation to support. This allowed the healthcare provider to focus entirely on the patient care aspects of the telecommute program.

In addition to reducing the need for physical office space, providing greater agility and improving talent recruitment, there are also significant benefits in streamlining and reducing costs of follow-up care. Telecommute caregivers can perform much of their post-event patient follow-up remotely, which can help to minimize costs related to readmissions.



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