Woodrow Wilson Rehabilitation Center Goes Digital with DocFinity

Communication is everything, especially if you’re embarking on your first enterprise content management (ECM) implementation. Anyone in business knows that good communication requires more than carefully selected verbiage: it depends on easy and secure access to complete, correct, and timely information. Each of these factors was a motivator for Woodrow Wilson Rehabilitation Center (WWRC) to “go digital” in 2008, at a time when digital imaging and electronic document/content management were still uncommon among state vocational rehabilitation agencies. Now, the results clearly show their decision was both wise and timely.

WWRC is part of the State of Virginia’s Department of Rehabilitation Services (DRS). One of two comprehensive rehabilitation facilities in the United States, the center provides therapeutic treatment and vocational training for individuals with physical, mental, and emotional challenges. Their clientele is broad, ranging from high school students through Iraq war veterans. The Center serves approximately 300 residential and outpatient clients each month. Many of their 400 employees are teachers who provide life skill instruction, high school transition services, and vocational training. Others help clients with disabilities to find jobs and build careers.

The challenge
Over the past six decades, serving clients promptly with appropriate services had become increasingly difficult as the number of program participants and the stockpile of associated documentation grew. Timely access to records, referrals, doctor recommendations, test results, medication records, and other paperwork was critical to ensure appropriate client services, and the inevitable challenge of managing scattered paper-based information was frustrating for everyone. Inadvertently misfiled, lost, or waylaid documents encumbered the decision making process and in some cases delayed treatment.

WWRC had sought a solution for document management several years earlier, but an attempt to introduce it without appropriate end-user training had hindered adoption. By 2007-2008, increasing regulations and growing volumes of documentation made it clear that WWRC had to find a way to manage documents more efficiently and cost effectively.

Before implementing software to scan their paper records and expedite routine business processes, WWRC’s employees had to physically search for paper files, many of which were medical records. Traveling to and from scattered buildings in search of information was an expensive waste of time that workers had grown accustomed to, but management found unacceptable. Buildings were separated from each other by up to a half mile, resulting in cumbersome and costly record retrieval. Challenging access hampered response times to customer inquiries, which in turn hindered WWRC’s commitment to providing quality service.

The Solution
In order to make their program participant case information accessible to employees ― many with disabilities ― WWRC needed a browser-based document management solution that would integrate with the Alliance Enterprise Software AWARE patient tracking system that was already in place. The goal was to make all documentation digitally identifiable so participant portfolios could be gathered and packaged for instant, secure viewing and quicker processing.

WWRC thoroughly evaluated two leading vendors, ultimately choosing Optical Image Technology (OIT)’s DocFinity document imaging, indexing, and workflow products. The ability to customize the software to meet their unique requirements — and a support team with a reputation for strong customer service — convinced WWRC that DocFinity was the right choice. The software offered the flexibility and ease of use to address employee needs, and extensive functionality to streamline routine processes that would benefit clients. Although WWRC was the first state-governed rehabilitation site to install DocFinity, the company had numerous state government and healthcare clients that could be referenced. OIT’s successful integration with multiple software systems, which was necessary in order for WWRC to reach its goals, was also a critical factor.

Today, active documents and medical records are stored in DocFinity, along with purchase orders for physical equipment, and files are added each year. Even though the implementation of DocFinity electronic forms and workflow still lies ahead of WWRC, management is already seeing measurable cost savings and other benefits. Electronic record access has:

• dramatically reduced storage, mailing, and fax costs;
• helped staff to be more productive;
• enabled workers to provide better service to program participants;
• made compliance and auditing requirements easier to manage; and
• positioned WWRC to manage its growing documentation and clients cost-effectively.

Moving forward
Transforming business with technology is a never-ending cycle of challenge and opportunity, and innovation continues at Woodrow Wilson Rehabilitation Center. Recently, WWRC began to store and manage HR-type records as well, including employee records, benefits, contracts, grievances, and more. Soon, management expects to add eForms, BPM/workflow, and electronic signature capabilities to allow end-to-end digital processing of diverse forms. Eventually, doctor orders for equipment, therapy, and pharmaceuticals will all be electronic, enabling staff to process more work, faster, and to serve more clients. Projects are also underway to enable between 900 and 1,000 field workers to gain secure, remote file access using DocFinity, since the field workers provide many of WWRC’s client referrals.

Success breeds success
Seeing WWRC’s results, the Virginia Industries for the Blind ― a subsidiary that employs persons with visual impairments to produce mattresses and other items for the military and the Department of Corrections ― has also implemented DocFinity to manage their records. WWRC’s assistance and insights during the planning process contributed to an implementation that will serve as a model for other DRS agencies as the technology is rolled out to subsidiaries over time.

Jim Leichliter, senior programmer analyst for WWRC, believes the partnership and open communication between OIT, WWRC, and ― more recently ― VIB, has played a major role in their successful ECM adoption. He states, “OIT customer service is outstanding. The support team has consistently done a fantastic job of giving attention to our issues and resolving them. We look forward to continuing to improve our services so we can help more clients to succeed.”

Was this helpful? 0 0 Comments

You're reading Woodrow Wilson Rehabilitation Center Goes Digital with DocFinity.