Hospice of Western Reserve - CEO

Working with Hyland consultants, Hospice of the Western Reserve significantly improved their use of their Hyland content services technology, becoming more efficient and changing the way they provide palliative care.

By conducting a full analysis of their use of technology, their business and the way they use their Hyland solutions, they've realized real ROI while putting their focus where it should be: on their patients and their families.

Video Transcription

Bill Finn, CEO of Hospice of the Western Reserve

My name is Bill Finn. I am the CEO of Hospice of the Western Reserve. Hospice of the Western Reserve, the largest hospice serving northern Ohio. We've been providing care to residents of northern Ohio for over 30 years and we are known throughout the country is being really a thought leader and innovator in the field of hospice and palliative care.

Hospice of the Western Reserve is known as a thought leader because we've always put patients first. We've always put ourselves in the shoes of our patients and families and been extremely innovative and looking for ways to create quality deliver service excellence and really go the extra mile to make a profound difference for our patients and families and whatever setting they are at home, in a facility or at one of our beds at our hospice campuses.

Hospice of the Western Reserve has grown quite dramatically, we've doubled the number of patients we care for per day in the last several years. We expect to do that again to manage an ever growing organization now with over 1,200 patients a day takes a lot of efficiency, it takes a lot of support, we need to depend on technology now, to help us be effective and efficient, vital robust and really deliver that quality and value to our patients and families as well as our healthcare partners, referral sources, hospitals nursing homes.

What initiatives prompted your engagement in an Enterprise Information Assessment?

The EIA is very important to us. As a healthcare provider, we are under tremendous financial constraints. We don't expect to be paid more in the future for what we do but rather less. We need to be able to spend as much of our resources on direct care for our patients and families. Therefore, efficiency becomes fundamental to our success. We need to have efficiency in our back-office operations as well as providing information in a timely effective manner for our clinical staff. They're able to do their jobs easily, more effectively and provide more content and care to the patient and family at the right time, at the right place.

The goals that we were able to develop with the Hyland for the EIA have had immediate impact for our company already. We're seeing more efficiencies, we're saving money and more important things that as we continue with our implantation, we expect to leapfrog in terms of our success of being an efficient organization. Communication is healthier now, it's more timely, most important thing our clinicians have access to more information they need real time than they ever did before. So, it's really changing the way we do business in a profoundly positive manner.

How would you describe the experience working with Hyland?

Of paramount importance to Hospice of the Western Reserve is our partnership- our relationship with Hyland and this has been an incredibly healthy innovative partnership in looking for ways that we can really change the way we do business, be better at what we do and have a partner with us as we explore how to do that. Hyland has created value for us in every step of the process as we went through the assessment as we look at implementation. Hyland has essentially represented world-class service for us locally, it made a profound difference in our ability to move forward as a company.

What about the results?

The document that was provided by Hyland, the assessment of our organization was incredibly well put together. It was thoughtful, it was appropriate, it was detailed, it was profoundly methodical and gave us a blueprint in terms of how we can move forward as an organization. It was done in a way that really showed that they understood, not only what Hospice of the Western Reserve is but the critical issues about how we provide care, how our business operates, they took the time to understand our business and then be able to comment from our perspective about how technology can lift us up. That's invaluable to me, that's value-added.

What I'm hoping also comes out of this innovative partnership with Hyland is that we can look at application to other lines of business that extend and really promote good end-of-life care. Our service is really the best provided for a patient in the last months and years of life rather than the last days and weeks of life. So, we look at how we can partner with Hyland to provide palliative care chronic disease management and hospice care, all using the technology that's available to us. Our hope is that we can be a thought leader in the country in terms of hospice innovative technologies and take what we've learned here with Hyland and allow that to be something that becomes a national model for best practice with other hospices.