Our GRC JourneyJennifer Sheets, Chief Clinical Officer, BAYADA Home Health Care
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Agenda
1. Organization Overview: Vision, Key Facts, and Needs2. GRC Foundation3. Current State Evaluation4. Design and Implementation of MetricStream5. Key Learnings and Best Practices6. Audience Questions and Discussion
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BAYADA Home Health Care
10 Specialty Practices 357 service offices22 states, 5 countries
1. People2. Service3. Quality4. Growth5. Finance
5 Pillars
Services Accreditation
Recognition
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The BAYADA Difference: The BAYADA Way
Our core values:
Compassion
Excellence
Reliability
2014/2015 – Setting a Foundation
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Our Commitment to Excellence
Consistently demonstrate the highest level of skill, competence, and sound judgment in our work
Demonstrate honesty, commitment and loyalty to our clients and their families, fellow employees, and our organization
Strive to provide the very best service to our clients. Set specific goals and work hard and efficiently to achieve them
Continuously improve our work through evaluation, education, and training
Recognize and reward those who set and maintain the highest standards of excellence
“We provide home health care to our clients with the highest professional, ethical, and safety standards.”
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Each day…
…we enter the homes of 33,000 clients, where we complete hundreds of thousands of activities
…we hire and onboard more than 50 employees
…we engage with more than 1,000 referral sources in person or by phone
…we field thousands of phone calls from community resources, families, and colleagues
Our success depends on our ability to ensurethat client and employee experiences not only
meet but exceed defined standards.
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BAYADA GRC Framework
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Key Opportunities of GRC
Enhance the measurement and reporting of metrics to continuously improve at the individual, office, and practice levels
Improve our ability to demonstrate to our internal and external partners our commitment to, and focus on, quality and compliance
Develop the skills necessary to achieve lasting, continuous improvements that support our growth
Promote consistent accountability of all employees for our compliance
Increase performance levels and reduce variation across all five pillars
2015/2016 – Evaluate Current State
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Current State Assessment Challenges Objectives W ork Completed
Various quality and compliance monitoring processes and multiple methods (online, paper, Excel) of tracking and trending quality and compliance data
Conduct evaluation of all current monitoring process
91 monitoring processes identified including clinical, operational, and back office
Documented each process, identified gaps, and prioritized improvements
Variation in monitoring standards across the organization and in different practices
Clearly define universal and practice specific standards and tie them to policy and regulation
Created regulations and standards library and updated current QA processes to include new standards
Build or buy a GRC solution One solution to capture and report all aspects of GRC across the organization
Evaluate capabilities internally and external GRC solutions
31 external products evaluated -invited 3 GRC vendors for detailed demo
Obtained pricing proposals from the 3 vendors – selected MetricStream
2016/2017 – Design and Implementation of MetricStream
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3
Paper Logs
External Surveys
Compliance Reports
Today, external and internal events are stored across service offices with no single system to connect all of the dots. Once MetricStream is available, all internal and external events across all service offices will be visible within the system providing a view of the total health of an office.
Today
MetricStream provides leaders with a comprehensive, real-time view of all of the
events and trends within their offices providing more transparency than ever
before.
Overview
Early October
All event data will be stored in MetricStream, however some team members will continue to input information in their current tool, details to follow.
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What Changed
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Phase 1 - MetricStream Case Management App
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Training & Education Resources
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MetricStream is going LIVE on December 11th!
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MetricStream Case Management Data To date…
Increased reporting of incidents from prior systemChange management ongoing – mostly due to user interface Export data to Tableau for reporting and analysis
INCI
DENT
S 35,049
COM
PLAI
NTS 2,157
INFE
CTIO
NS 3,355
Key Learnings and the Road Ahead
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Key Learnings
Use system to drive process where possible – minimize customization
Integrations with other systems can cause complexity
User interface is important – especially if coming from a customized solution or paper forms/tools
Ensure the organization has adequate tools and resources to help promote change
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The Road Ahead
Enhance user interface and educational resources to meet the needs of our stakeholders
Design and pilot Phase 2 – incorporating internal and external QA and audit data into MetricStream
Understand how MetricStream will interface with new organizational software tools
Q&A
Thank YouContinue the conversation on #GRCSummit