DocuShare Integration with CHRIS Client Management System

1. DocuShare Integration with CHRIS Client Management System Xerox Enterprise Document Management Symposium October 18, 2011; 2:00 p.m.

2. Ontario Association of Community Care Access CentresA Shared Service for Ontario’s CCACS • Delivery Focused : Customer Focused Contributing to Our Health Care System • OACCAC incorporated in 1998 • Foster collaborative initiatives amongst CCACs for the benefit of all CCACs = the provincial system of CCACs

3. Our Vision and Mission • Our Vision • Advance excellence in integrated care • Be seen as an exceptional provider of shared services • Our Mission • Provide leadership and inspiration • Serve as the collective voice for the contribution made by CCACs to an integrated health care system • Champion innovation, performance improvements and value proposition of community-based services • Deliver high quality products and services that assist members and partners in fulfilling their mission and mandate

4. What We Do • Identify, capture, analyze and disseminate knowledge between CCACs and our partners • Identify emerging trends to prepare and position CCACs to further add value to the health care system • Deliver education programs to support knowledge transfer and skill development • Support initiatives that promote a positive client experience • Explore integration opportunities • Support health care sector in developing, leveraging and implementing business and technology platforms • Champion the provincial CCAC brand • Support collaborative relationships with government and LHINs • Expedite opportunities for strategic partnerships and integration • Develop strategies to strengthen the community health care sector • Develop performance standards, leading practices and integrated service delivery • Develop and leverage information management and technology • Deliver value added customer focused shared services

5. In Other Words… We are your shared services team!

6. Who CCACs Are 14 LHIN-based CCACs 586,000 people served in 2008/09 $1.8B services in 2008/09 Mission: To deliver a seamless experience through the health system for people in our diverse communities, providing equitable access, individualized care coordination and quality health care Vision:Outstanding care – every person, every day

7. What CCACs Do Quality Care Connector Ontario CCACs Hospitals 230,000+ Active Clients CCACs are a Single point of entry Primary Health Care Teams Community Agencies LTC Homes CCACs Home Care Service, Supplies and Equipment Providers 7

8. Quality Care Connectors Connectors to home care, long-term care destinations, and other services in the community What is CCAC’s role?

9. Primary Health Care Teams • Community Health Centres Optimize patient care • Help you connect patients with home care and community services Hospitals Optimize health system sustainability • Facilitate hospital discharge, ED diversion and reducing ALC How CCACs Add Value CCAC Case Managers – Are Your Partners ! Integrated Delivery of Health Care

10. Provincial Quality Tools & Processes How CCACs Add Value Information and Referral Services • One toll-free provincial phone number • Connect CCAC specialists • Self-serve, website search tool • Find services – locally / across province Call 310-CCAC (2222) Search www.310CCAC.ont.ca Standardized, Comprehensive and Validated Needs Assessment • InterRAI - HC • InterRAI – Contact Assessment InterRAI Assessment tools Provincial Electronic Client System • Supports client registration, service planning, service ordering and monitoring • Integrated with the assessment tools CHRIS Electronic Client Health Record & Information System 10

11. The Solution – A Single Platform • Province-wide web-based client management system • Integrates CCACs core business functions and applications • Modernizes and automates case management processes • Provides CCACs with detailed client records, case tracking and support • Ties in Assessment as well as Information and Referral • Enables health system integration to/from the community

12. Client centric • Detailed client record • Case tracking and support • Eligibility determination • Waitlist management • Automated system triggers • Comprehensive contracts • Automated service offer algorithms • Secure communications with service providers and vendors Key Components for CHRIS • Finance • Reporting • CHRIS • Case Management • MIS compliant • Integrated provincial operational reports • Local operational reporting • Automated invoice reconciliation • Exception-based intervention • Customizable business rules • Care • Provisioning

13. CHRIS Integrations • Assessment Platform • Point Click Care (PCC) Resident Assessment Instrument (RAI) • Inter RIA Contact Assessment integration • PCC platform for further assessment capabilities • Hamilton Health Sciences • Hospital Patient Portal (MEDSEEK) • Seamless integration for homecare data • Reusable, standards based integration • Service Providers • System to system integration for order, offers and invoices • Vendors • System to system integration for equipment and supplies (rentals and purchases) CHRIS Successfully Deployed

14. CHRIS by the Numbers • 3.5 million transactions daily • 250,000 active Clients • 600,000+ Clients annually • 280,000+ active Referrals • 6,700+ CCAC staff using CHRIS • 1,800+ provincial provider and vendor users

15. Why a Document Management Solution? CCACs worked with a paper based system for each client- 600,000 active clients annually CCACs and Service Providers/Vendors communicated through faxing of millions of documents. CCACs need the ability to electronically share documents between Service Providers/ Vendors and Health Partners Enables the electronic health record - one client, one record 15

16. Implementation of a Provincial Document Management System Business Benefits for CCACs Increases the efficiency of CCAC staff Reduces the need for faxing Improves the management of client documents Allows CCAC staff to view documents directly from CHRIS Triage of incoming documents to link them to the client in CHRIS Will be used when transitioning clients between CCACs to transfer documents Allow documents to be safely shared with health partners (providers, LTCH’s, others) without the need to manually fax or transfer 16

17. CHRIS and Docushare- The Relationship is Born In 2010 Xerox’s Docushare application was chosen as the provincial document management solution to be used for integration with CHRIS. OACCAC began work with Xerox to ensure that the design of the document management system would allow CCACs to have a robust solution in place that was capable of handling all the potential triaging of documents now and in the future 17

18. CHRIS and Docushare- The Relationship is Born OACCAC engaged Central CCAC to gather information of current usage of the DocuShare solution OACCAC shared this information with Xerox and tasked them with designing a highly available solution to be the provincial standard Xerox proposed a design that allowed for redundancy at all levels of the solution 18

19. The Highly Available Solution The proposed design includes 2 servers for Docushare that are setup to be highly available. Meaning that if one server fails for whatever reason then the other server will automatically take over in its place The design also has 2 servers being used for the database for the same reasons as above Finally, the design calls for the use of a storage area network, with multiple disks, where all the CCAC’s documents will be stored. This too is a very redundant component that prevents a single point of failure in the solution As future versions of CHRIS are developed there will be greater integration with the document management system, therefore the need for this system to be highly available is heightened. Once DMS becomes an integrated part of the CCAC business it becomes a mission critical component that CCACs will need available at all times. 19

20. Current State of DocuShare Deployment NSM and Champlain CCAC currently deployed Toronto Central CCAC to deploy November 2011 when they deploy CHRIS 6 CCACs to deploy DocuShare by June 2012. Plan is to confirm the remaining CCACs within the next few months 20

21. North Simcoe Muskoka CCAC • One of 14 CCACs in Ontario • South Georgian Bay region, covers over 9200 square kilometers • Serves over 20,000 clients in a year • Highly mobile workforce: 150 visiting Case Managers, 60 home offices

22. NSM Implementation History • Home grown DMS in place since 2002 • fax server and digital copiers for scanning • Realized benefits of electronic document storage – universal access, mobility, sharing • Many customizations to software and processes • CHRIS implemented in 2008 • Lost integration with old client management system • Old system not scalable or robust, outdated, hard to support, not compatible with Windows 7

23. NSM Implementation • Hardware, software and configuration completed by OACCAC • NSM Project teams focused on: • process redesign • replacing old tools and methods • modifying processes to take advantage of new capabilities • naming and storage conventions • defining document types • determining storage levels and standards • supporting tools acquisition and implementation • print to PDF, scan to PDF, save to ZIP, CSP opener • infrastructure reconfiguration and transition • fax server, copiers, file shares, phase out old apps, active workflows

24. NSM Implementation • Training – 3 weeks • Hands-on training for all staff • 3-5 hour sessions depending on role • Primarily focused on process changes • Big Bang conversion – went live June 7 • Data Migration • 1.5 million documents, 285 GB • 53,300 client folders • Conversion from TIFF to PDF • Contracted out to 3rd party DocuShare System Integrator • Performed in 3 phase approach over 6 week period

25. The SolutionDocument Library View integrated within CHRIS

26. The SolutionDocuments as stored within DocuShare

27. The SolutionIntegrated link to document from CHRIS Task

28. The SolutionOACCAC Developed “Triage Tool” for filing incoming documents to DocuShare

29. The SolutionComponents and Interactions

30. Our Experience • Change resistance – staff unwilling to let go of old methods and habits • Pre-requisites not adopted early, increasing learning curve at migration • Staff desiring more robust features are using DocuShare GUI more often than basic CHRIS Document Library view • Change was workload-neutral from old system

31. Benefits • Document access from with CHRIS • Tasks about a document link to the document • Consistency in document naming and filing • Automatic generation of follow-up tasks • Rapidly take advantage of future capabilities • Electronic document exchange with partners

32. Future Vision • Future CHRIS and HPG integrations • Community Health Portal • Client Service Report Upload • HPG External Communication • Referral Package Communication • Extend DocuShare for managing administrative documents • Take full advantage of future DocuShare enhancements

33. Summary CHRIS and the DocuShare DMS: • Positions the CCACs for the future • Supports vision of eHealth • Will be further deployed within CCAC sector • Capabilities of solution will continue to grow and evolve together We look forward to continuing our partnership with Xerox and the DocuShare solution.

34. Questions? DocuShare Integration with CHRIS Client Management System