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PTSO Client Overview

PTSO of Washington C omprehensive Information Technology Services Helping Community Health Enhance Patient Outcomes Roy O. La Croix Chief Executive Officer Date. 1. PTSO Client Overview. Eight practices in Washington State 37 clinics

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PTSO Client Overview

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  1. PTSO of WashingtonComprehensive Information Technology Services Helping Community Health Enhance Patient OutcomesRoy O. La CroixChief Executive OfficerDate 1

  2. PTSO Client Overview • Eight practices in Washington State • 37 clinics • 330 providers + 200 case workers and enabling providers • 200,000 patients • 550,000 annual encounters • 1,200 online users (850 concurrent) 2 2

  3. PTSO Services Overview • Application Service Provider (ASP) model • PTSO hosts and provisions the NextGen (EPM/EHR) and QSI (EDR) applications, numerous interfaces, Patient Portal (2011), and HIE (2012) • Additionally, PTSO also provides the following: 3 3

  4. Our Comprehensive Approach 4 4

  5. PTSO Services PTSO enables its members to focus on their mission, not technology All our services are delivered via hosted ASP and distributed support models Application Program Management Practice Management (EPM) Electronic Health Record (EHR) Electronic Dental Record (EDR) Program Management Office (PMO) Operations Other Services Help Desk Data Center Disaster Recovery EDI & Claims Meaningful Use Client IT & Infrastructure Services Reporting Training (Q2 2012) Integration PCMH (Q2 2012) Consulting Interfaces Labs, registries, etc. Patient Portal Health Information Exchange ( Q2 2012) 5 5

  6. PTSO Board Enterprise Committee Governance: Our Users Drive the Bus • Board of Directors • Charter: Governing authority for PTSO of Washington • The Board of Directors (BOD) is comprised of the ED / CEO of each Founding Member. The BOD serves as the governing authority for the organization. • The CEO is accountable to the BOD and has authority for the daily operations of the organization. • Enterprise Committee • Charter: Establish PTSO priorities • Committee is led by members. • Chair & Vice Chair lead committee. • Chair & Vice Chair report jointly to Board. • Each member CHC has equal voice. EHR Committee EPM Committee • EPM Committee • Chair: Member CHC Executive Leader • Member-led. • Establish EPM priorities. • Coordinate policies and projects. • Share knowledge. • Problem-solving. • EHR Committee • Chair: Member CHC Executive Leader • Member-led. • Establish EHR / clinical priorities. • Coordinate policies and projects. • Templates / workflow oversight. • Clinical process improvement. 6 6

  7. Application Services • Electronic dental record (EDR) • Integrated EDR (QSI – NextGen) • Customized for CHCs • Full EDR support and services • Practice management (EPM) • Integration • In-depth services • Connectivity • Time savings • Extensive experience Application Services • Electronic health record (EHR) • Extensive EHR experience • Complete EHR support and services • Fully integrated EHR • Shortened EHR implementation process • Enhanced productivity • Straightforward and predictable EHR implementation 7 7

  8. Application Services - EPM Extensive experience • Staff with over 60 years of EPM implementation and support experience • PTSO provides established and proven workflows and best practices • Integration • Comprehensive integration of EPM, EHR, and EDR • Charge capture from EHR • In-depth services • System migration • 24 x 7 help desk • Full application support • UDS, billing, and claims expertise • Electronic statements • Create / Add new payers • Sliding fee scale • Managed care contracts • Clinic time savings • PTSO executes most updates • Contracts • Fee schedule • ICD9s • CPT • ADA codes Practice Management (EPM) • Connectivity • Direct connections with major payers • Medicare A/B • State Medicaid (dental / medical) • Premera • CHP • QSI (dental) 8 8

  9. Application Services - EHR • Our experience will • Shorten the EHR implementation process • Limit reduced productivity • Ensure a straightforward and predictable EHR implementation • Fully integrated EHR • Customized for clinic workflow • Interface development • Standardized • Templates • Documents • Data elements • PTSO customizations • Lab module • Health maintenance • Disease management • OB Extensive EHR experience • PTSO staff have over 45 years of EHR implementation and support experience • PTSO provides established and proven workflows and best practices Electronic Health Record(EHR) • Complete EHR support & services • 24 x 7 help desk • Template development • Full application support • KBM and application upgrades • Full training environments • In-depth development and test environments 9 9

  10. Application Services - EDR • Integrated EDR: QSI – NextGen • Interfaced with NextGen for scheduling (demographics), charges, and billing • Interfaced dental X-ray machines • Integrated UDS reporting • Full EDR support & services • 24 x 7 help desk • Full application support • Training environments • Development and test environments Electronic Dental Record (EDR) • Customized for clients • Customized palettes • Paperless practices • 14 dental practice locations • 81 operatories • 133 dentists, assistants, and hygienists 10

  11. Operations & Hosting Services • Data center, systems & network management • Robust, state-of-the-art data center • Applications and systems hosting • Secure platforms • Active management and monitoring of applications and systems Operations & Hosting Services • Help desk • In-depth support and problem resolution • Available 24 / 7 • Electronic data interchange (EDI) and claims • Disaster recovery • Dedicated back-up and disaster recovery site • Off-site disaster recovery location • Complete disaster recovery support and services • Disaster recovery preparation • Recovery objectives 11

  12. Report Services • Online reporting and dashboarding capabilities • Intuitive self-service interface for any member of staff • Fast and flexible production of custom reports and dashboards • Available for most major clinical and quality reports (ER, OR, ICU, CAD, medical homes, meaningful use, and diabetes) Report Services • Key benefits • Fast implementation leveraging CHC’s existing resources • Expandable system working with virtually any data • Excellent service delivered on SaaS platform • Patient data fully secure behind CHC’s firewall • Improved work efficiencies and increased productivity • Enhanced quality measures and delivery of patient care • Significant cost reduction • Affordability and fast ROI 12

  13. Integration Services • Interface development and support • Live interfaces for lab, immunization registry, pharmacy, and EDR systems • Patient portal (2011) • Health information exchange (2012) • New interface development • 24 x 7 help desk • Interface and database experts on staff • Data conversion and integration services • Our experience will • Shorten the interface implementation process • Ensure a straightforward and predictable interface implementation Integration Services • Enterprise-level interface engine • Provides flexible data translation among multiple rigid partner systems • Saves money and maintenance by consolidating similar interfaces 13

  14. PMO Services • PMO guidelines • Great companies first build a culture of discipline(disciplined people who engage in disciplined thought and take disciplined action – Good to Great by Jim Collins ) • Rigor, discipline, and structure lead to successful project outcomes • A six-phase process • Planning • Design • Development • Testing / Acceptance • Deploy • Close / Lessons Program Management Office (PMO) • PMO goals • Implement consistent, formalized project management • Emphasis on consistency and uniformity in projects • Facilitate improved use of resources • Finish projects on time and budget 14

  15. EDI Services • Claims submission • Daily claims processing execution • Set-up, communication, and testing of claims with all trading partners on behalf of clients • Building, scrubbing, and transmitting of files on behalf of clients • Acknowledgement (997) and Claims Status (277) retrieval and posting EDI Services • EDI administration • Creation and publishing of weekly and monthly EDI activity reports • Retrieval and posting of files with address changes • Retrieval and return of files with invalid address information to clients • Negotiation of very low fee with vendors 15

  16. Training Services • Training guidelines • Great companies first build a culture of discipline (disciplined people who engage in disciplined thought and take disciplined action – Good to Great by Jim Collins ) • Consistent and disciplined training leads to more effective and efficient use of NextGen Training Services • Training goals • Optimized use of NextGen • Standardized and consistent approach • Improved use of resources • Enhanced provider and user satisfaction • Scope • Client support – GAP assessment and remediation, new hire training, train the trainer, NextGen user competency • Training effectiveness • Best practice use of NG applications 16

  17. Disaster Recovery Services • Recovery objectives • 4-hour recovery point objective (RPO) • 24-hour recovery point objective (RTO) • Continually looking for methods to improve all objectives • Disaster recovery preparation • Regular DR drills to verify functionality • Complete DR support & services • 24 x 7 help desk • Work with partners to provide staff at time of disaster Disaster Recovery • Off-site disaster recovery location • Geographically located away from production data center • Redundant hardware configured and available • Data replicated from production site 17

  18. Optimize Operating Margin • Reduce time sponges through technology • IMO: English  Diagnosis • Online eligibility • Integrate EDR with NextGen and dental X-ray • Charge posting • Automate business office processes • Patient Portal • Enterprise reporting (UDS) • Meaningful use (MU) readiness • Potential $ impact: $44,000 – 64,000 • Solutions • Implement MU-compliant NextGen • Fall-back solution • Workflow modifications Targeted Areas • Improved use of NextGen • Client support – fix high-return, low-cost items • Workflow management and system tricks • Influence NextGen 18

  19. Success Equal or Exceed Expectations Last Experience Trust in PTSO Perception Consistent Plan Performance Current Plan Customer Satisfaction Manage Expectations Performance Matches Plan Why Use Change Management? Change Model Transition END (Today – Where we are) BEGINNING (Future – Where we will be) Change adoption occurs here. Success is managed here. Risk is managed here. • What principles guide PTSO change management? • Manage expectations • Be disciplined • Great companies first build a culture of discipline – disciplined people who engage in disciplined thought and take disciplined action (Good to Great, Jim Collins ) Circle of Trust • Where we apply discipline • Strategy – What (projects) should be done • Annual process, customer-driven  Project roadmap • Approach – How (projects) should be done • Execution – Do the work (project roll-out) 19

  20. Making Health IT Predictable • PTSO employs the Information Technology Infrastructure Library (ITIL) to deliver and manage its services in a predictable and reliable manner. • ITIL is a comprehensive best-practice documentation for IT service management. • PTSO ITIL Best Practice Services Service Support PMO & SDLC Service Delivery 20

  21. Our Health ITBest Practices Service Delivery Service Support PMO & SDLC • ITIL-compliant disciplines • Services levels • System availability • Financial rigor • Capacity planning • IT service continuity • Other disciplines • Reporting • UDS • Quality measures • Enterprise reports • Training – EPM, EHR, EDR • Conversions & interfaces • lab, Rx, medical instruments • ITIL-compliant disciplines • Change management • Incident management • Release management • Configuration management • Problem management • Other disciplines • Capability maturity management (CMM) • Enterprise disciplines • EPM implementations • EHR implementations • EDR implementations • Project management office (PMO) • Software development • Project roadmaps • Workflow & process improvement • Business case analysis 21

  22. What Our Clients Say About Us … “When our Medicaid agency changed from MMIS to Provider One, PTSO transferred all new patient ID numbers into our practice management system, saving us thousands of dollars.” “By providing us with comprehensive, integrated electronic health and dental record support, PTSO of Washington has been an essential partner in our success.” “PTSO’s technical guidance allows our providers to focus on the quality outcomes of the process, rather than the process itself.” “Thanks to PTSO, we are much closer to achieving meaningful use core measures than we would had we been working on our own.” “PTSO’s reporting solutions have enabled us to achieve meaningful use status early.” “By partnering with PTSO, FHC is able to take advantage of group purchasing discounts that small rural clinics can only dream about.” “PTSO gives us access to the IT professionals we need to implement and maintain integrated technology systems at a fraction of the cost of trying to hire them ourselves.” “Participating in PTSO’s CHC-controlled network has maximized our ability to be efficient with technology.” “PTSO provides us with complete peace of mind. We know that our electronic medical and dental records are online and always up to date.” 22

  23. Thank You For additional information, please contact: Roy La Croix CEO PTSO of Washington rlacroix@ptsowa.org 206.613.8876 23

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