In the care sector, quality control is often associated with the proper performance of services to the patient. The care manager is particularly concerned. However, the monitoring of activities also allows for a greater reliability of the data used for billing.
Challenge
A relatively large Spitex was having difficulty getting an overview of the activity of its care staff.
Assessments, diagnoses and actions taken, allocation of services to the right resources, time actually spent versus time planned, travel time.
Reconciling all of this data was administratively burdensome and demotivated staff.
Ensuring client satisfaction, compliance with regulations, and the quality of data provided to payers are essential aspects of running a Spitex business and must be mastered.
Not knowing what to expect and being held accountable long after the service has been rendered are uncertainties and hassles that can be avoided by using a system that allows for instantaneous transmission of information.
Solution
Spitex called upon MLS to implement a system that would allow them to prepare activities in advance without any margin for error and to report on services and changes in real time.
The objective is to send the right person to the right place at the right time, with all the information he/she needs for a qualitative work that satisfies the patient and optimizes management.
In addition to its 100% web-based information system that allows for real-time management, anywhere, anytime and on any terminal, MLS has activated a number of controls to facilitate the management of services and their billing.
Assessments (interRAI) are done directly at the client’s site and alarm management is immediately visible. There is no delay in the nursing diagnosis and the care plan can be defined very quickly.
The management of the care is done in a very precise way upstream (acts, frequencies, competences, wishes of the customers…) and the planning is generated automatically.
Moreover, adjustments linked to absences or any other event are managed in real time, which allows you to react very quickly to any change.
The seizure of the times of services is also carried out in real time, and failing that, the seizures pre or post interventions are highlighted as well for the speaker as for the backoffice, which makes it possible to manage in a fine way all the services and to return exact accounts to the payers.
Finally, the distance in kilometers is automatically calculated by the system, which makes it possible to optimize the rounds and to reconcile very easily the information between the planned and the realized.
Impact
Both the general management and the care management have reliable information, they feel confident about the management of the activity and the satisfaction of their customers.
Care staff know that they can and should capture accurate information during or at the end of their service.
They do so willingly because they realize the value of having the right information when they visit a client/patient and understand that it is also important for their colleagues in the field and back office.
The insurance companies receive precise information, which makes them confident about Spitex.
Indeed, information that is entirely in accordance with the KLV is likely to destabilize them, knowing that all the actors know that in the field, reality can vary, whether it is for reasons of improvement or deterioration of the patient’s health or for other events such as absences.
All staff and management work efficiently and without any particular effort.
