Case Study:
Lovelace Health System
Customer
Lovelace Health System is one of the largest patient-centered healthcare providers in New Mexico.
Industry
Healthcare
Overview
Lovelace Health System is one of the top healthcare providers in New Mexico. With a wide array of services and a large patient base, it has become challenging to provide high-quality and patient-centered service they've always aimed for. Manually processing high volumes of medical data and creating registries emerged to be not only time-consuming but also prone to errors and expensive.
At a Glance
Lovelace Health System called on TEAM International to optimize its internal procedures, reduce operating costs, and free up employees to let them focus on what matters most — patient care. We built a unique RPA solution to automate the processes and improve the work quality.
Outcomes
- More than 4000 employees empowered;
- Over 6700 staff hours per year saved;
- 'Cost per Registry' is reduced by 63 percent;
- 85 percent increase in cumulative cost savings;
- 99 percent decrease in human error probability;
- Staff productivity increase;
- More time is dedicated to patient care
- 154 percent return on investment (ROI) in the first year;
Starting the RPA journey at Lovelace Health System
Cutting down on laborious, repetitive tasks, and improving process efficiency are objectives of most healthcare organizations worldwide. Lovelace Health System was considering automation to streamline day-to-day operations and ensure process quality and data accuracy. The organization turned to TEAM International, an IT product development outsourcing and consulting partner with a proven track record in intelligent automation and digital transformation. After analyzing the existing workflows and systems, TEAM came up with a detailed implementation strategy, estimates, and qualitative indicators for the upcoming years.
The case for automation in the healthcare industry
For over 100 years, Lovelace Health System has been bringing the best experts, providers, and technologies together to ensure their patients receive the best service and outcomes possible. With over 200 providers, 50 medical specialties, and more than 35 various medical facilities, Lovelace is now one of the leading healthcare organizations in New Mexico and one of the state's largest employers.
The organization serves over 550000 patients every year. Employees create registries manually every time a patient goes through surgical intervention, which implies extracting essential information from the EHR system, downloading reports, creating registries, saving summaries for each clinical registry, and adding patients to the system if needed. Such an approach posed many challenges:
- It took around 45 minutes for an employee to create a clinical registry. Meanwhile, there might have been over 9000 registries per year, so employees spent more than 6700 hours just on documentation.
- Manual processes not only took a long time and increased operating costs but also brought on a high error rate.
- Employees had to collect and process vast amounts of information, leading to reduced labor productivity and professional burnout.
Quick implementation led to quick results
Once all the necessary decisions were made, TEAM International helped Lovelace Health System streamline the process to make it a success.
TEAM has designed a comprehensive RPA solution that takes over the creation of clinical registries on various websites, adds patient profiles if needed, provides summary reports, and notifies employees of any exceptions that require human intervention.
With the successful implementation of RPA, Lovelace Health System has managed to reduce the burden on the staff and increase their productivity. Other project outcomes include:
01
More quality time with patients
RPA solution takes over most manual processes and thus saves staff members more than 6700 hours per year. With the reduction in manual efforts required for repetitive tasks, employees can now be engaged in value-generating activities and spend more time with patients.
02
Reduced process cost and better savings
Clinical registries are now created automatically, and staff members are only involved in exception management. Such an approach allows the facility to reduce the process cost by 63 percent and accomplish 85 percent in cumulative cost savings
03
Improved data and process quality gains
RPA solution has not only streamlined the target workflows but also reduced the likelihood of human errors in reports and registries by nearly 99 percent.