Case Study. Company: WellStar is a five hospital network serving communities in
Northwest. Atlanta, Georgia. Industry: Healthcare. Type of Solution: Patient ...
EVEREST
™
Case Study
Company: WellStar is a five hospital network serving communities in Northwest Atlanta, Georgia. Industry: Healthcare Type of Solution: Patient complaint tracking with a paperless intake process on the intranet Data Integration: Pick list of classifications according to Press Ganey patient satisfaction survey codes
BACKGROUND The vision of WellStar Health System is to deliver world class healthcare through an integrated network of hospitals,
“The Everest software provides our staff and clinicians with real-time, accurate and actionable information essential to quality patient care.”
physicians and services. WellStar Health System includes Cobb, Douglas, Kennestone, Paulding and Windy Hill Hospitals. In order to engage all departments and better serve customers, WellStar identified the need for an enterprise-wide complaint tracking system. Originally implemented at WellStar in 2001, the Everest software was expanded and re-launched in 2006. The goal was a coordinated process for patient relations at all five of
being patient-focused with an easy, paperless way to document those opportunities. Patient Relations Coordinators can view these results with real-time reports and charts.
WellStar’s hospitals in the Atlanta, Georgia area.
CHALLENGES
OBJECTIVES Changes to the system included three important new
A Lynk Software project manager worked onsite with the WellStar team to plan a smooth transition to the new Everest
elements:
With this in mind, Everest was configured to support the staff in
Re-organized Concern Types and Sub-categories for classifying Patient Concerns
database. The original database was archived, and a new, improved configuration was designed to accommodate multiple hospital locations. “We took great care to ensure the best evolution for users while introducing a new data model and many
Detailed classifications using terminology consistent
new features,” noted Michael Herzog, Project Manager.
with WellStar’s existing Press Ganey patient satisfaction surveys
RESULTS
An online patient feedback complaint form on the
Patient Relations utilizes real-time reports and charts for single or multiple locations including detailed
WellStar intranet to route new concerns
classifications based on department and cost center
automatically to the hospital’s patient relations
data.
coordinator. Before implementing the electronic patient feedback form,
WellStar implemented one process for tracking patient complaints across five hospitals with user access specific
the process was paper-based and inefficient. Now, patient
for each location.
feedback is quickly submitted by any clinical staff. Plus, the form includes a checkbox for resolved concerns to quickly document a service recovery where the employee has
resolved a patient’s concerns by taking immediate action.
A paperless process at WellStar with ownership and due dates improves visibility and productivity.
Hospital staff are encouraged to take immediate action
www.wellstar.org
whenever a service recovery opportunity is possible.
L Y N K
S O F T W A R E ,
© 2006 Lynk Software, Inc.
I N C .
