Ohio’s Hospice Delivers Improved Patient and Employee Experience with New Digital Workforce
The fact that an organization the size of Ohio’s Hospice could realize these gains is very encouraging for the future of healthcare assisted by digital workers.Justin Leiwig Director Center for Analytics, Automation, and Data Services
When families seek hospice care for loved ones, they face a challenging and emotional time. Ohio’s Hospice comforts these families with compassion and individualized care. To provide the best end-of-life care, this not-for-profit has looked for ways to increase efficiency across the organization. Working in close partnership with WonderBotz, Ohio’s Hospice introduced a Blue Prism digital workforce with such success that it won the Best Newcomer Award at the 2021 Blue Prism Customer Excellence Awards.
As a not-for-profit organization, Ohio’s Hospice focuses on people, not profits. The healthcare provider aimed to increase operational efficiencies, reduce costs, and improve service delivery. Additionally, with COVID-19 came unique challenges to the organization, creating a renewed urgency to automate back-office processes.
In cooperation with WonderBotz, Ohio’s Hospice launched an intelligent automation program and had six processes automated in less than eight months. To give the automation program a strong foundation, they turned to Blue Prism’s Robotic Operating Model for guidance. Early on, they secured executive sponsorship, established a steering committee with representatives from across the business and identified the highest-value automation opportunities.
One particularly impactful process is hospice patient onboarding. The organization helps physicians and hospitals seeking end-of-life care services for patients, and it must respond immediately to these urgent referrals. Now, when the referring medical provider contacts Ohio’s Hospice, the intake team uses Blue Prism’s human-in-the-loop platform, Blue Prism Interact, to gather the patient’s medical data, demographics, and insurance information. Digital workers then identify next steps for administrators and alert staff to patients who will need an in-person visit. The digital workers assign the patient to a direct care team for related services and create or update an electronic health record. Intelligent automation has reduced manual data entry for staff, increased service delivery turnaround from referral-to-admission and increased employee satisfaction.