6 Tech-savvy Ideas that will enhance (and simplify) Client Care

6 Tech-savvy Ideas that will enhance (and simplify) Client Care

Human services and community living organizations all share the same mission - to better the lives of those in our communities who need assistance. These types of organizations have been helping our communities for decades, and organizations that bridge the gap between independent living and long-term care facilities are gaining popularity in recent years. Technology around the world is rapidly developing, and organizations that are not up to speed on the latest changes may find themselves struggling to operate efficiently. With these changes taking place in society, it can be difficult for human services and community living organizations to focus solely on their missions. In order to stay on top of the technology trends in the industry, the following best practices can help you better manage your organization in order to put your clients first.

In this guide: 01 File away paper forever 4 02 Unchain data from desks 7 03 No second chance to make a great first impression 10 04 Instant critical information at critical times 13 05 A higher standard of confidential 16 06 Changes in staff never mean a change in quality 19

File away paper 01 forever Anyone who has worked in a human services or community living organization understands the sensitivity that surrounds client data. The demand for programs is growing, causing the demand in these organizations to increase steadily. There is a seemingly endless amount of information that needs to be gathered, stored, and tracked for each client, from doctors information to medication management, allergies to emergency contacts, and everything in between. The sheer volume of this data that needs to be managed for all clients in the organization can be quite overwhelming. + There is a seemingly endless amount of client data to manage 4

File away paper forever 01 Many human services and community living organizations use paper forms and physical filing to keep track of all of this information. Those who have moved past pen and paper are using computer systems to track their client data, however the wide variety of information involved means that multiple systems are used. This causes the data to live in many different places or in obsolete technology. The best way to combat the difficulty that comes along with managing client information is to use an integrated client management solution, such as those offered by many CRM systems. This will allow your organization to not only manage all of the client data in one system, but also have the ability to share this data across multiple devices and other systems used in the organization. When your staff can easily access the client information that they need, they will feel more confident in their abilities to provide a quality program to your clients. Confidence comes from knowing that you are looking at the right information all the time 5

File away paper forever 01? Did you know? 15.5 million adults (6.4%) have difficulty with one or more Instrumental Activities of Daily Living (IADL) and require assistance of another person.* 1 2 3 4 Questions to ask yourself: If client information changes (eg. a new medication) how easy it is to notify all staff about this change? What is your backup solution if paper files are damaged or lost? How secure is the area where confidential paper files are kept? Can staff members read each other s writing? * Source: Americans with Disabilities 2010 6

Unchain data from desks 02 Employees of human services organizations are not stationary people. This is especially true for those working for organizations that provide homecare, as staff are constantly on the road. Even in organizations that operate out of stationary facilities, staff are rarely at a desk, as they are visiting client rooms or sometimes visiting other locations. When employees are travelling to meet their clients, whether it s down the hall or across the city, it is up to them to bring all of the necessary client information. As staff often visit more than one client in a day, the stack of files they need to carry with them can be overwhelming. + Your employees are not stationary, so why should your client data be? 7

Unchain data from desks To make client visits as efficient as possible, employees should have access to all of the necessary client information on a mobile device, whether it is a laptop, mobile phone or a tablet. Having access to client data in this way means that no important data will ever be forgotten, and employees do not have to deal with any additional stress while on the job. Using a software solution that offers anywhere, any device access will allow your organization to store important client data on a secure network that only authorized staff can access whenever necessary. This mobile access will save your staff the time they would have spent searching for the right client data, which is time that they could spend providing better services to those who need it. Having quick access to client data makes employees feel in control and clients feel well cared for 02 8

Unchain data from desks? Did you know? Approximately 3.4% of the American population has an Independent Living Disability. That s over 10 million individuals!* Key things to consider: PEOPLE HATE REMEMBERING PASSWORDS A tool that integrates with Active Directory will mean they use the same password for client data access as they do for all of their other applications. DEVICES CHANGE EVERY TWO YEARS Make sure that your software upgrades follow that cycle so that the program is compatible on the latest devices. PHONES GET LOST It s easy for staff to forget their phone somewhere, and if it now has access to client data you need to protect it. Consider mobile device management software which allows you to better control staff devices with things such as required passwords, lock screens after inactivity, and the ability to remotely wipe the phone. 02 *Source: http://www.census.gov/people/disability/ 9

No second chance to make a great first impression 03 The intake of a new client can often be a stressful process, as this is when large amounts of client data need to be processed all at once. It also takes place at what can be an emotional time for the client and their families. Clients and their loved ones alike will often base their first impression of your organization off of this first interaction. Additionally, if any important client information is missed during this process, serious problems could arise in the future while caring for the individual. + The faster the client intake process the happier the client 10

No second chance to make a great first impression To ensure that this process is both quick and standardized across the organization, human services and community living organizations should implement pre-set process flows. In some CRM technologies, these process flows appear in the form of process bars located at the top of the user s screen. The user will be prompted to follow every step that has been pre-determined by administrative staff, meaning that no data that has been deemed important by your organization can be missed. Standardization ensures important information isn t missed 03 Since the process is pre-determined, the intake staff will be able to swiftly move through the intake process, making a good first impression on the new client and their families. The start of the relationship between your organization and this new client will be a positive and efficient experience, setting the tone for a continued quality experience. 11

No second chance to make a great first impression! Best practice: Ask them information only once 1 Questions to consider: What s your current intake time? 03 You may need their name and address in multiple systems, but having to write that information on form after form is time consuming and tedious for your clients. Ask them the information only once, input it into the system and have the technology send the data to all the systems that need it. 2 3 If the time could be shortened, what would that impact be on staff? On the clients? Has information ever been missed during the intake process? 12

Instant critical information at critical times 04 Human services and community living organizations care for incredibly vulnerable members of our societies. As a result of this, incidents and emergencies are bound to happen. If the necessary staff members cannot access the correct patient information in time, even small emergencies can quickly turn into disasters. Even worse than this, incidents can occur that could have been avoided. During these times, staff want to be sure that they can quickly access all of the needed information about their clients so that dangerous situations can be resolved in an efficient manner. + Having the right data, right away can make a huge difference 13

Instant critical information at critical times Storing all patient information in a single system that can be accessed by any authorized staff members at any time means that, in the case of an emergency, staff members can quickly assess which information is most important and what next steps need to be taken. Also, incidents such as those relating to clients coming into contact with their allergens can be prevented altogether. Some technology solutions can be programmed so that every time a staff member accesses a client s profile, the staff member will receive alerts informing them about any severe allergies, illnesses or injuries that the client has. Therefore, whether a program deliverer is a staff member who is very familiar with a client, or is working with this particular client for the first time, they will always be alerted to critical client information. A quick, automatic alert about an allergy can prevent accidents from taking place 04 14

Instant critical information at critical times Can staff access all the following client information in one system, and fast? Doctor contact information Allergies and warnings Previous injuries, surgeries and conditions Family and emergency contact information 04 Past and future physician visits Treatment plans Preferences such as religious considerations 15

A higher standard of confidential The information that is gathered and stored about your clients is highly sensitive and confidential information, making the already difficult issues surrounding client data management even more complex. When your field staff are travelling to different locations, carrying physical copies of this information is not only an inefficient system, but it can also compromise your clients safety in the chance that any of these papers get lost. The stress of having to safeguard all of this client data can be difficult for your staff, which in turn can be a point of stress for your supervisors as well. Also, if the client data is ever compromised, this can lead to a serious lack of trust from your clients and their families, leaving them feeling vulnerable and mistreated. + Nothing hurts an organization s image more than a breach in client data security 05 16

A higher standard of confidential To make sure that your organization is not susceptible to this kind of risk, it is best to ensure that your staff have access to all of the necessary client information in the form of a client management system that can be accessed on a portable device. Having online accessibility allows you to ensure that all client data is in one secure system that your staff can easily access as they need it. This type of solution can also give peace of mind to your administrative staff and supervisors, as they will know that only those who are authorized to see certain client information can access it. Having this type of control over your organization will lead to a much more streamlined operation, confident staff and happy clients. Limit who can see certain data in a file for a higher level of security 05 17

A higher standard of confidential Security Tips! Fast Fact: On average, North American organizations lose 1 PASSWORDS. Your system is only as strong as your user s passwords. Make sure to set the bar high and require strong passwords, and have them change them at least every few months. 05 11 smartphones every year, according to Forrester 2 AVOID QUESTIONABLE APPS: Encourage people to install their mobile apps through vetted platforms only. Research ACCEPT THE PATCHES: Make sure that employees 3 update software on their devices when prompted to do so. This is often to eliminate vulnerabilities found since the phone s release. 18

Changes in staff never mean a change in quality No matter how efficient, skilled and talented your staff members are, they are still humans with lives outside of work. This means that things such as illnesses and family emergencies can occur without a warning. However, your clients still need to receive the required care, regardless of what is happening with your staff. Last-minute shift changes can cause a lot of hassle and stress, and in the end it is your clients who will suffer for it. Using a mobile client management system will help your organization reduce operational disruption due to unforeseen shift changes, benefitting your staff as well as your clients. + Don t let last-minute shift changes affect the client experience 06 19

Changes in staff never mean a change in quality Having all of the client data in one system that can be accessed remotely means that a replacement staff member can go directly to the client and manage their needs with full information, all without having to pick up the files on the way there. The replacement caregiver will not only have all the information they need at their fingertips, but will be able to update the client s file for when the regular caregiver returns. Since the care being given is very personal, when a replacement caregiver already has all of the necessary information it makes the interaction more comfortable for the client. Clients feel more comfortable when their care is being given by staff who have all of the necessary information. 06 20

Changes in staff never mean a change in quality Questions to ask yourself: 1 2 What is my current process for getting client data to replacement staff? Is this process secure? 3 4 Do the replacement staff have all the information they need? How long does the transfer of information take? 06 5 How do the replacement staff communicate information back? 21

At Altus Dynamics we re focused on helping Human Services and Assisted Living Organizations leverage the latest Microsoft technology to reduce administrative burden, enhance employee productivity and satisfaction, and most importantly help you focus on the core purpose that drives your organization. Learn more at www.altusdynamics.com/communityliving Corporate Head Office - Canada 122 Judge Road, Toronto, Ontario M8Z 5B7 US Office 939 W. North Avenue, Suite 750, Chicago, IL 60642 1 866.878.5552