Dignity Health Arizona General Hospital Simplifies and Streamlines Policy Management Process with PolicyMedical Cloud-Based PolicyManager ™
The PolicyMedical team recently had the opportunity to speak with Kevin Meek, Vice President, Clinical Integration, Arizona General Hospital about their deployment and experience using PolicyManager for the automation of their policy management processes and procedures. Dignity Health Arizona General Hospital has been using PolicyMedical’s PolicyManager™ cloud-based software since 2014.
Dignity Health Arizona General Hospital, part of Adeptus Health and First Choice Emergency Room, features inpatient rooms, two advanced operating suites, an Emergency Room, a laboratory and a full radiology suite. The hospital is capable of inpatient and outpatient surgical procedures as well as, provide 24/7 access to emergency medical care.
PM: Kevin, thank you for joining us today. Dignity Health Arizona General Hospital has been using PolicyManager since 2014; can you please share with us what factors were involved during the software selection process?
KM: Well, when it came time to launch Digital Health Arizona General it really wasn’t a question as to who to use for our policy management needs since we’ve been very happy with PolicyMedical PolicyManager. A few of the factors considered during our selection process were ease of access and being able to have the LDAP setup with rules that allowed single sign-on for our users, that was significant for us, that we didn’t have to have users signing in over and over. Being able to push the attestations of our policies out to our staff and have them attest to those policies was significant because we were ramping up the hospital in order to meet regulatory compliance for training and education on policies. Also, just having the ability to customize, that’s was one of the big selling points for us with PolicyMedical. The ability to customize our folders and the flexibility of the setup of the system, to make it adaptable for each of our different markets has really been an advantage for us.
PM: Great. So prior to PolicyManager, how were you managing your policies and procedures?
KM: Arizona General’s a brand-new startup, so, most of our instances have been new. Prior to PolicyMedical, we were primarily paper-based and using manual processes.
PM: Since implementing the software and automating your policy management process, have you noticed differences in your work routine?
KM: Yes for sure. One of the biggest improvements is the reduction of time it takes us to manage the policies. Basically, when we set up our policies, we can set up the triggers, notifications, and reports for when the policy’s going to expire, put it into projects, and run it through the workflows. This has significantly reduced the man-hours that it takes to manage our policies and to maintain policy compliance, ensuring that they’re being reviewed annually or bi-annually based, semi-annually on your requirements and so forth. So, it’s really taken a lot of that labor of manually tracking the policies and automated the process for us.
“The software is very easy to use from a builder’s standpoint and an implementation standpoint. We appreciated the online tutorials and training that’s provided, also the system is very user-friendly and easy to operate.”
PM: Kevin that is great to hear that you have been able to reduce the man-hours involved with policy management. Initially when you deployed the software, how was the overall user acceptance with your staff?
KM: Well, we’ve integrated PolicyManager training into our new employee onboarding program. During the training, all new employees are shown how to find policies and we also use the shortcut links within the software to link to all of our clinical resources including our online medication dictionary and other materials. We are using PolicyManager as our “one-stop” online hub where we drive all of our employees to access policies. By taking this approach we have increased user adoption of PolicyManager.
PM: Excellent. How often would you say that you use the software and what features do you like the most about the application?
KM: So, now I’m probably in the application, I would say, at least a couple times a week. But, I just transitioned to a new role. Prior to my new role, I was the Chief Nursing Officer at Arizona General and in that role I was in PolicyManager daily. Most of our staff uses the application daily to either look up a policy or is using it for the links to other clinical materials. The software is very easy to use from a builder’s standpoint and an implementation standpoint. We appreciated the online tutorials and training that’s provided; also the system is very user-friendly and easy to operate.
PM: It is great to hear that your staff is using PolicyManager on a daily basis. Given you are managing approx. 700 policies in the application, have you had interactions with our Client Support team. If so, how would you rate your experience from a service perspective?
KM: The experience has been phenomenal. The PolicyMedical Client Support team are very responsive, whether it’s by email, whether it’s by phone, or whether it’s a ticket. They are extremely responsive. The great thing is is that what I really like about the help desk is when you do need help; they understand what you’re asking. They are not just logging a ticket. They actually understand the situation and/or the challenge. And many times they’re able to resolve the issue on the first call. So, that’s very helpful.
PM: We like to hear that our Client Support is very responsive. Now for somebody that’s in the process of searching for an automated policy management system or considering switching to a new system, what advice would you give them in terms of selection criteria and key considerations?
KM: Well, we actually just had an opportunity to provide advice to our joint venture partner, Dignity Health, and they recently became a PolicyMedical customer. So, we’re excited to have them on the same policy management platform. But really, I think the one key consideration that others should focus on when selecting a solution is flexibility. With PolicyManager you are able to customize and design the application to match your current processes and workflows while automating them to save considerable man-hours. This allows you to be more compliant with your policies from a regulatory standpoint, by having the alerts and the information readily available.
I’ve also seen from surveyors that we’ve had, and we’ve had multiple surveyors come through that have looked at our policies. From a surveyor standpoint, they’re very impressed with PolicyManager to see how that workflow is streamlined. We have had very few surveyors ask questions about policies because once we have shown them how the system works and how our workflows are built along with the policy approval process they typically move on from policies to something else as they see that you’ve got the policy process nailed down.
“With PolicyManager you are able to customize and design the application to match your current processes and workflows while automating them to save considerable man-hours.”
PM: Wow, that’s great. Do you have anything else that you’d like to add that we did not discuss?
KM: No, I think really the main benefit is just the flexibility of the application as it enables each hospital to customize the application to meet their current policy workflows. And then there is what I call the additional uses of the application such as contract management. We are able to monitor our contracts along with expiry dates.
“The PolicyMedical Client Support team are very responsive, whether it’s by email, whether it’s by phone, or whether it’s a ticket. They are extremely responsive.”
PM: Kevin, what would you say has been one of the main business benefits you have realized since you started using PolicyManager?
KM: Efficiency. We have saved a lot of man-hours by automating and streamlining our policy management processes.
PM: Kevin, thank you so much for your time today. We love to hear how customers are benefitting from the solution and how it has reduced the stress, time and manual processes associated with policy management.
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