How RPM Logix Transformed Care Manager Efficiency and Unlocked Growth with CareCo
Productivity increase
Care managers handling more patients without increasing workload stress
Quality documentation
Professional, comprehensive notes that capture every detail
Happier care teams
Care managers love the program and would be upset if it was taken away
"I could not imagine taking it away. CareCo has helped us tremendously. It just makes the job so much easier, all the notes look the same, the information is all there, and nothing's being forgotten."
Elizabeth Packer
Executive Director, RPM Logix
About
As an executive at a care management company, Elizabeth Packer's team is focused on providing quality patient care. Before CareCo, the care managers were dedicated, but the process of documenting patient interactions was cumbersome and inconsistent. The company recognized that inefficient, time-consuming documentation was preventing care managers from performing at their best.
The problem
The Documentation and Consistency Challenge
Before implementing Careco, care managers wrote their own notes. This process took time, as they had to summarize the conversation and ensure all necessary information was included. The result was documentation that "might not have been as thorough" as it should have been.
The challenges included:
Time Sink: Writing and typing out a note took valuable time away from patient care.
Inconsistency: Notes lacked uniformity, as not "everybody has the same format".
Missing Information: Even with diligent effort, care managers worried about "nothing's getting missed".
Uncertainty: Executives were "not wondering if your care manager's providing the the right information from the phone call" and had concerns about whether they were "getting the correct information into the notes".
"Before CareCo, the care managers were writing their own notes. You know, it took them time to, you know, summarize the conversation, make sure they were using all you know, getting everything in there that they needed."
The solution
Effortless Documentation and a Comprehensive Call Guide
After evaluating solutions, Elizabeth Packer's company implemented CareCo, an easy-to-use program that care managers picked up "very quickly". CareCo was easily added to the workflow, making everything more efficient.
CareCo's platform solves documentation and conversation challenges in two key ways:
1. Automatic, Quality Notes
CareCo now generates "very long thorough notes that are including everything that's talked about". The key benefits of the new documentation process are:
Complete Records: CareCo pulls in information from the care plan and previous notes to create a "more rounded, thorough note".
Efficiency: The "save all button" makes the process "how fast and easy is that?" by saving the note in ThoroughCare without the need to type all the information.
Professionalism: All notes now use the same format, making them look "more professional".
2. The Very Beneficial Call Guide
The Call Guide has been "very beneficial" to care managers. It provides a framework to conduct phone calls and ensures that important topics are covered.
Conversation Prompts: The guide gives them information from the previous call and pulls in relevant items from the care plan.
Relationship Building: The guide helps build a personal rapport with the patient by providing reminders of things like appointments or family members being sick, enabling the care manager to ask follow-up questions.
Guidance: It serves as a great tool for anyone who might be "struggling on how to have a phone call".
"It makes a more rounded, thorough note so that, the next time, they know what to talk about."
The results
Improved Performance, Happier Employees, and Better Patient Care
The implementation of CareCo led to immediate, sweeping improvements across the organization:
Increased Efficiency and Capacity: By making their time "more efficient" , the organization has been able to "give them each more patients". The care managers can now "do more work for us versus... getting somebody else".
Higher Quality Work: CareCo has improved the "quality of work" and provided "quality notes" and information that helps with the patient's care plan and goals.
Deeper Patient Relationships: The ability to "continue that conversation from last month to this month" builds personal rapport, makes patients more comfortable, and leads to better interactions. Elizabeth Packer notes that the result is patients who start calling the care manager themselves.
Executive Insight: As an executive, Elizabeth Packer's job is "a lot easier". She can now view the dashboard to see key data like the number of patients called a day and the average length of phone calls.
Employee experience
"They love the program."
The care managers gave "great feedback" and "love the program". Careco has made their job easier , allowing them to focus on the conversation instead of the documentation.
"They're able to just save the note, not have to spend the time typing it, thinking about it, what to write, what to do."
"I think that it's quickly become part of their routine... I really think they would be very upset if we didn't have this."