Recently we had an opportunity to connect with Kathy Moffat, Manager Administration, and Human Resources at Better Living Health and Community Services to discuss how they streamlined their policy management process with our cloud-based software solution. Better Living Health and Community Services, a Toronto-based long term care facility helps adults and seniors experience a better quality of life, has been using PolicyMedical’s PolicyManager™ since 2013.
PM: Kathy, thanks for taking a few minutes from your busy schedule to speak with us about your experience using PolicyManager to streamline your policy management processes and procedures. Can you share with our readers a bit about the services that your organization provides to the community?
KM: Yes, of course. Better Living Health and Community Services have been serving the community since 1976. We provide essential services that assist seniors and disabled adults who want to live independently at home. Basically, we help individuals maintain their independence and enhance their social well-being.
PM: Great, thanks. Now let’s talk policy management. Can you please share with us how you were managing your policies prior to deploying PolicyManager?
KM: Well before we automated and streamlined our policy management process, we had a hard copy policy and procedures binder. Primarily we were paper based.
PM: What was the business outcome that you were seeking with deploying a software-based solution?
KM: We were seeking an electronic centralized library to have all of our policies in one place that would provide everyone that needs access to the policies with easy access at any time. And the ability to make updates to the policies quickly and easily.
PM: So once you started using an automated solution did you notice any changes in your work routine?
KM: Yes, we were able to update the policies and manage the review process for them online. This enabled us to streamline the workflow.
PM: Can you share with us how your staff received the introduction of the new system?
KM: Sure. The immediate feedback from our staff that were introduced to the software was very positive. We have two tiers of users – management and general staff. Our management team has access to write the policies, update them in the system and review them. Our general staff has access to the system for attestation purposes. The system is super user-friendly. It is intuitive right from the initial login to finding policies in the centralized library and identifying the tasks or actions to be taken for each policy. Also, the training was very easy for our team.
PM: What would you say you like best about the application?
KM: For us, it’s definitely the attestation feature. The ease of use in terms of notifications for policies that are up for review and the alerts that notify you when reviews are due is really helpful for us.
“The overall responsiveness from the team has been really great. The responsiveness is one of the key selling features for us. If I were to provide a reference to a peer, I would say it’s the responsiveness and the constant updates to the system that we appreciate the most. “
PM: Great. Can you share with us your experiences interacting with the PolicyMedical Client Support team?
KM: Sure – it has been a good experience. The team is very responsive and the service is really fast. Any of the online tickets we have submitted have been responded to right away. And anytime that I have spoken to the team over the years, everyone has been very, very helpful.
PM: That’s good to hear. Kathy, what advice would you give someone if they were thinking about deploying an automated policy management system for their facility?
KM: I would encourage them to test the software and to get a demo as well as speak to companies similar to them that have experience using a cloud-based healthcare policy management software solution. Our team took this approach during our selection process. Over the years we have spoken to various organizations considering PolicyManager. I think speaking to someone that is using the solution in a similar way to how you plan to use it is very helpful and necessary during the selection process.
PM: Great advice Kathy. Is there anything else you would like to share with our readers?
KM: We’ve been really pleased with the level of service and support that we have received from the PolicyMedical team over the years. I’m always impressed with the constant updates to the software especially the addition of new functionality that we had not even considered as this helps us continue to gain efficiencies. And the overall responsiveness from the team has been really great. The responsiveness is one of the key selling features for us. If I were to provide a reference to a peer, I would say it’s the responsiveness and the constant updates to the system that we appreciate the most.
PM: Kathy, thank you for sharing your insights with us today. We look forward to continuing our partnership and helping your team save time with your policy management processes and procedures.