Client & Staff Engagement have always been vital to agency success. How can we reinvest in these areas due to the exposure and changes from COVID-19?
Depending on the needs and the modality of treatment for each client, we can spend significant time with our clients as providers. These session frequencies can range from weekly, biweekly, to even monthly. During these sessions, providers will spend an average of approximately 50 minutes engaging with the client. But are these 50 minutes a month enough to accomplish the goals set out in a client’s treatment plan?
In over a year and a half of working with Remarkable Health as a former user of CT|One, my experience has been humbling and rewarding to say the least.
One of our goals at Remarkable Health – something we are constantly striving towards – is to create solutions to make people’s lives 10X better. In this effort and for the purpose of this blog, we want to focus on you, Billers! We want to focus on how to make your life 10x better. And what better way to help than to reduce the top denials on claims?
By Jodi Fadrigon, Implementation Manager at Remarkable Health
If we want to improve the lives of people with mental illness and their families, we must shift to a culture that embraces engagement as a new standard of care. How do we as providers better serve people with mental health conditions who are not engaged in care? We need to better understand the process of engagement and explore how the quality of relationships and interactions affect outcomes for people with mental illness. We must also have an understanding of the factors that contribute to effective engagement in mental health care.
What is engagement?
Engagement is the strengths-based process through which individuals with mental health conditions form a healing connection with people that support their recovery and wellness within the context of family, culture and community.
Engagement is built and sustained on the foundation of hope, mutual trust, respect, effective communication, and overall rapport and recognition of the strengths and resources people experiencing mental illness bring to their own recovery.
Encouraging a client’s willingness and commitment to engage in treatment can be very challenging. It is common for a client to disengage if he/she senses treatment is not working, he/she lacks trust in the process, or he/she has difficulty accessing treatment for reasons such as transportation. Given each client’s situation will be unique based on their social determinants, it is important to look at solutions to improve engagement that target any and all presumed roadblocks for the individual.
How Can We as Providers Help
As providers it is our job to find effective and creative ways to build and maintain relationships in order to improve client engagement. Some ways we can do that are as follows:
- Meet the client where they are at. Listen, observe, and ask the right questions at the right time. Do your best to speak the language of your client, listen without judgement and be mindful of when to confront.
- Instill Trust. As providers we do not always know how/what our client is feeling when beginning treatment. It is important to use our training, empathy and compassion to build trust with our client.
- Include them in all decisions. A sure way to effectively achieve buy-in, is to include the people who will be impacted in the decision. This would be no different for a client/therapist relationship.
- Establish concrete goals. A client can often feel discouraged when he/she does not have clear and concrete goals to measure progress. It is also important to meaningfully include the client in the development of these goals.
- Identify barriers and create solutions. It is important to be sensitive through the process with your client – remain curious and non-judgmental and always attempt to be a part of the process. This will keep you mindful of any barriers – cultural, attitude-based, or environmental – that will present themselves.
In conclusion, promoting a culture of engagement will require change in how we, as a society and providers, view mental illness and the individuals who live with mental illness. Providing a safe connection to care for behavioral health clients is essential for improving client treatment and increasing client engagement, ultimately building excitement for the client to participate in and follow through with services.
About Remarkable Health
For over 25 years, Remarkable Health has pioneered innovation through technology for behavioral health and DD providers. Our integrated suite of outcomes management, EHR and mobile technology arms providers with the tools they need to improve client outcomes by spending less time on documentation and inefficient workarounds and more time delivering value-based care and engagement. To learn more about the CT|One EHR and the CT|One Mobile app, contact us at (480) 550-8077 or visit our website at www.RemarkableHealth.com.
It is important to deliver high-quality behavioral health and DD services each time a provider encounters a client. These services can range from an initial session with a client to writing full fledge notes that document a client’s progress towards their goals and objectives. But with more services being delivered in the client’s home or community setting, providers are finding it difficult to get their notes done closer to the service delivery time, which can lead to inaccuracies or incomplete documentation for billing. In order to assure compliance and billing efficiencies, it’s critical that their electronic health record (EHR) technology move seamlessly with their clinicians and synch back to the home office—especially when they spend the bulk of their day serving clients in outlying locations. This need for an EHR mobile app roots directly from the crucial ability to work offline in remote areas with weak or no internet connection or access.
But beyond billing efficiencies, what benefits does a mobile EHR bring to providers to ensure improved client outcomes? To help answer this question, Matt Banyai, Product Manager at Remarkable Health, shares 3 ways a mobile-first EHR will not only help providers improve their billing inefficiencies, but also client engagement and outcomes.
#1: Mobile EHRs Will Improve the Client Experience
The last thing a clinician wants to do is stop care to document an event or progress. The right mobile EHR application should help clinicians validate, create, and edit certain areas of interest pertaining to their everyday job duties – without having to rely on internet connectivity. These include reviewing client demographics, clinical documentation, progress notes, and upcoming or historical appointments. With a mobile app, clinicians can easily search and review these areas of interest before, during, and post visits with their clients as desired. This ability is a game-changer in the fast-paced world of a behavioral health and DD clinician or staff member. Simply put: it creates more face-to-face time with the client to focus on their progress and well-being, instead of screen time documenting in the office before or after hours. Ultimately leading to a better experience for the clients receiving care.
#2: Mobile EHRs Reduce Documentation Costs – And Improve Work/Life Balance for Staff
The right mobile EHR application should impact a clinician’s workflow dramatically and work in a rural and offline environment. This capability will enable clinicians providing services in the community to practice most of their normal day-to-day duties at the tips of their fingers. This will not only increase the accuracy of data and clinical performance, but also the ability to schedule a follow-up session while still face-to-face with the client. The power of mobile means clinicians can create a real-time session progress note that is more intuitive and concise to the progress of their client before, during, or immediately after the session. This should then seamlessly sync back to their EHR system of record. This eliminates the need to jot notes down on paper to then later re-create the typed version of the note in the system of record at home or in the office. As for scheduling follow-up sessions, clinicians can now schedule these additional sessions with real-time sync functionality, instantly visible in their agenda. With real-time documentation at their fingertips, clinicians can now spend more time with their clients, document care – and still be home on time for dinner.
#3: Mobile EHRs Give Clinicians More Time to Focus on Goal Progress
Through recent studies and interviews with Remarkable Health partners, providers report that their clients are being positively impacted when clinicians use the Remarkable Health mobile EHR application. This is mostly due to the app giving clinicians increased time with the client to focus on goal progress. Another notable impact is the mobile EHR increases the ability to meet clinician-to-client in the client’s environment of choice; meaning the client’s home, school or business – where they spend most of their time and are comfortable with their surroundings. Our clinicians state that meeting the client’s in their desired environments has allowed them to have clearer insight into the client’s needs and can focus on the progress during real-world situations.
Remarkable Health’s Mobile Companion App
Remarkable’s Mobile EHR app provides clinicians the ability to be more effective, efficient and work in an offline manner to meet the client’s everyday needs. As we continue to enhance the application, we are positively impacting the lives of not only the everyday clinician, but the clients as well – ultimately the why of all we do.
Visit our website to learn more about our mobile app and request a demo today.
Want to experience our Mobile EHR at NATCON? Visit us in Booth 358.
Like many other industries, technology is revolutionizing behavioral health. Ideally, it should support and enhance clinical care for patients while providing real-time behavioral and psychological care for staff providing treatment.
To help you navigate the next year of behavioral health technology trends and changes, our product managers and business analysts share which trends they think will emerge in 2019 – and beyond:
#1: Artificial Intelligence Will Drive Cleaner Data Capture
Kyle Woodruff, Sr. Product Manager
Artificial Intelligence (AI) is the next big thing in health IT and it’s ready to make an impact. We are starting to see AI make its mark already; IBM’s Watson is a great example. AI is going to allow more data to be captured faster than ever before, accomplish repetitive tasks, and process predictable outcomes that will help clinicians get time back in their day. With the introduction of AI and its ability to capture data cleanly and more efficiently, it’s quickly becoming something we can’t live without. As time goes on, we are going to see AI get even more up close and personal as newer interfaces for AI emerge. Using AI to capture data and as virtual assistants is only the beginning, wait until you see what tomorrow brings.
#2: Enabling a More Mobile Workforce Will Help Increase Productivity and Efficiency
Matt Banyai, Business Systems Analyst
Most employees these days do not need to be “inside” an office to get their work accomplished accurately and efficiently. The mobile era has provided individuals the ability to use mobile devices to accomplish many work activities at a highly productive rate. Bring Your Own Device or “BYOD” is becoming more widespread throughout businesses as it allows employees to use their own devices for all work-related activities, such as meeting with clients at their locations for added convenience. This builds a better community feel and removes barriers of meeting with the client for services. Enabling a more mobile workforce promotes a more flexible, technology-driven and familiar environment to the users. As long as a smartphone, tablet or laptop are available for use, the mobile workforce will continue to grow and outperform desktop usage.
#3 Development Disability Programs Will Move off Paper and to EHRs
Tom Liccardi, Product Manager
Changing from a paper-based world to a digital infrastructure can be an agency culture change and will require champions. Paper charts and paper tracking has been the medium of choice for documenting client information in the I/DD world. Searching paper records can be an impossible task and the writing is often illegible causing inaccuracy and confusion. The primary goal is to both serve the client and reduce the staff’s burden of collecting data. Switching to an EHR will reduce this burden and allow for the ability to search, understand, and trend those data elements important to you and your business.
#4 Client Engagement Will be Key to Fighting the Opioid Crisis
Tom Liccardi, Product Manager
The opioid crisis is a widespread epidemic impacting all forms of human classifications. The early stages of a client’s recovery are critical. Because there is a high demand for services, clients often have to wait to be admitted into treatment. During this waiting period, it’s not uncommon for a client to disengage in the path of treatment. Another contributor to early client disengagement in treatment is the lack of connection and staff being unavailable. It has been found that clients who participate in some form of engagement tool, such as a patient portal, will have high levels of treatment satisfaction. By engaging with clients outside of the traditional treatment model and teaching critical engagement strategies, agencies will develop better communication and trust with clients. Clients who are more engaged with their treatment tend to manage their condition better. Lastly, agencies who improve client engagement through extra therapeutic factors have better treatment outcomes.
#5 Taking a Data-Driven Approach to Value-Based Care
Sheri Brown, Business Systems Analyst
Value-based healthcare strives to improve population health, increase patient satisfaction and reduce cost. Value-based programs, in turn, reward healthcare providers with incentive payments when they demonstrate the quality of the care they give. The question is, how can you demonstrate something as nebulous as ‘quality’? The best way to demonstrate this is with solid data. Good data shows you what is currently happening, exposes gaps, helps you predict what is likely to happen in the future based on that information, and then take action. As time passes and you continue gathering data on those actions you take, you will see the direct impact (positive or negative) of those actions and can continuously recalibrate and improve quality of care.
Remarkable Health recently partnered with Kevin Hines to help produce “Suicide the Ripple Effect”, a feature length documentary film, currently in production. The film focuses on the devastating effects of suicide and the tremendous positive ripple effects of advocacy, inspiration and action that are helping millions of people find the hope needed to stay alive.
The film takes you on a journey with Kevin, who at age 19, attempted to take his life by jumping from the Golden Gate Bridge. Kevin is now one of the Golden Gate Bridge survivors. Today, Kevin still battles many extreme symptoms of bipolar disorder, but that hasn’t stopped him from becoming a world-renowned mental health advocate, motivational speaker and author who has helped thousands of people choose life. We are excited to help Kevin spread a message of hope, recovery, and wellness as he visits some of the people who have been impacted by his suicide attempt.
Please join us in this mission to help insure this film and its inspirational message of hope reaches its full potential and is seen around the globe by those who need hope the most. You can help by sharing this post with your social networks.
Check out the trailer here
Whether you are replacing paper records or replacing an existing EHR system, the process of transitioning to a behavioral health EHR platform requires significant preparation.
The following steps will help you plan your specific goals and understand the overall impact, easing the transition process and increasing your chance of success.
- What are your goals?
Establishing key goals for EHR implementation should be one of the first things you should document. Goals should be measurable, realistic, and include timelines for completion.
Example goals to include:
- Identify inefficiencies in your current workflow processes
- Improving revenue cycle, clinical and productivity metrics
- Providing better access to data across providers and programs.
Key goals should be dynamic. Be prepared to modify your goals as you learn more about your workflows in the next step and how an EHR solution will mesh with or change them.
- Is your agency ready for a transition?
The first step is to document your administrative, clinical, and financial workflows. You need to understand how you currently do things to determine where there are areas for improvement and how they may change after EHR implementation.
Are there any technical literacy gaps that require training outside of using the EHR system?
Finally, consider additional financial costs like staffing changes, updates needed to hardware, and a loss of productivity while employees become proficient with the new EHR solution.
- Who will be part of your core implementation team?
Designated leadership can make or break your EHR implementation process. Your team should include clinicians, staff, and management of all levels and from all roles.
Your implementation team must have the authority to make decisions concerning the transition process. Also, assign a champion to lead the team. You want someone who can engage others and create excitement around your new EHR solution.
Finally, appoint someone willing to be the point person during and after implementation to answer questions and help others through the transition.
Your EHR provider should also provide a key contact to help you undertake the transition.
- Who will be your EHR vendor?
Now you need to search for prospective EHR providers. Your planning in the above steps provides guidance on what to look for in preferred vendors.
A behavioral health EHR vendor supplies a configured platform designed to take your agency’s workflows and optimize them in a way that functions within the EHR system. Part of selecting an EHR vendor is determining whether they will provide the security necessary for your protected health information, so it’s important to look for a certified vendor.
Finally, it’s important to find a vendor that values relationships. You want a vendor that will guide you through implementation and support you like a business partner after go-live. Without this type of business partnership, it’s likely you will have a failed implementation.
While these four steps summarize a successful EHR implementation, planning the details before selecting an EHR vendor puts you on the path to success. Agencies are more likely to experience a smoother implementation and better outcomes when they take the time to plan accordingly.
Where to find more information
Remarkable Health’s comprehensive best practice guide, Behavioral Health EHR Implementation Roadmap, shows you how to create a roadmap for a successful implementation. Download your free copy of the guide today.
The Remarkable Health difference
Remarkable Health offers an implementation methodology that puts your agency first. Our goal is to ensure you have remarkable experiences throughout each stage of your relationship with us.
When you engage with our implementation team expect formal project plans for each program we set up and establish. Once your organization is ready, our extensive training process helps your staff and clinicians become efficient users of CT|One from well before your go-live date.
And once you go live with the system, we are here to provide assistance through any hiccups or roadblocks encountered with the process, serving as a trusted advisor for your organization.
Request a demo of CT|One today to experience the difference a powerful fully integrated behavioral health EHR platform can make in your client care and agency goals.
The HIPAA Privacy Rule ensures clients’ privacy rights and protections regarding their health information. Nevertheless, the Privacy Rule recognizes when health information may need to be shared to make sure clients receive the best treatment and to ensure the health and safety of the client or others.
Sharing information related to mental health
HIPAA permits mental healthcare providers to share protected behavioral health information in the following instances.
- Communicate with a client’s family members, friends, or other responsible parties directly involved in the client’s care. You should get the client’s written consent first, if possible.
- Communicate with family when the client is a dependent adult or a minor.
- Consider the client’s capacity to agree or object to sharing information. Per HIPAA, this could include when a client is “unconscious, experiencing temporary psychosis, or is intoxicated and cannot agree or object.”
- Involve family members, friends, or other responsible parties when clients fail to adhere to medication.
- Listen to family members about clients receiving mental health treatment.
- Communicate with family members, law enforcement, or others if the client poses a “serious and imminent threat of harm to self or others.”
- Communicate with law enforcement about the release of a client brought in for an emergency psychiatric hold.
HIPAA Privacy Rule allows disclosure of mental health information for treatment in the above situations and other purposes with appropriate protections.
- Disclose only the minimal amount of information necessary for the intended purpose.
- Psychotherapy notes get heightened protection by the Privacy Rule, which restricts them from release.
- There may be federal regulations governing alcohol and drug abuse confidentiality, and state laws may offer more stringent protections.
If you’re faced with a medication compliance situation with a client, you may communicate with family members or other responsible parties about the compliance issues. This can help you guide your client towards medication compliance and a better outcome for treatment.
On the other hand, only divulge the minimum amount of information required. Be cognizant of both the Privacy Rule and the restrictions on protected mental health information.
The Remarkable Health difference
Remarkable Health’s flagship platform, CT|One, offers a fully integrated behavioral health EHR platform that offers medication compliance and safeguards to help you properly treat your clients with minimal risk.
CT|One has a drug/drug and allergy interaction alert that activates if a known interaction exists. It alerts the user as well as provides information on the specific interaction and the resource from which it came. The interaction alert recognizes minor, moderate, and severe levels, and you can configure it to suppress alerts.