Hyland Software's Document Management Blog

HIMSS 2011 Day 1: Systems That Work Together Work for Healthcare

// February 22nd, 2011 // No Comments » // Healthcare // Kaitlin McCready

The first day of HIMSS 2011 has come to an end, and it’s certainly been a much different feel than last year.

Last year, it was about meaningful use of patient information. But today, attendees seemed to be focusing on a more actionable question – how?

As one reporter that I spoke with put it, no one system is going to do it all. Healthcare organizations must realize this. Once they do, their priorities shift to focus on ensuring multiple systems work together.  

 From the patient care perspective, this is where interoperability plays in a big way. I had the opportunity to visit the Interoperability Showcase yesterday, and my tour was focused on an event that happened that needed to be documented and archived in a static form. What struck me most in what the three vendors showed was what was implied – this is an optimal situation, and isn’t something that’s happening now universally when there is IT in place.

 Walking around the show floor, every vendor wants to sell you on how their product will make the healthcare organization more competitive. But I’d encourage show-goers to ask about the big picture. For enterprise content management, that question should be does it enable the organization to have one central place to store that unstructured content and also integrate it with all systems – from ERPs to EMRs – that need to call up that content regularly?

Something that I haven’t even mentioned yet is how this affects physician adoption. Is this issue of integration something that physicians should be asking for? I could get into it, but let’s leave that one for the comments (or for Twitter – tweet at me @HylandSoftware).

HIMSS 2011 Asks: What’s Next in Healthcare IT?

// February 21st, 2011 // 1 Comment » // Healthcare // Kaitlin McCready

Every year, a major theme seems to pop out of the HIMSS Conference & Exhibition. And far after the show ends, it’s that theme that impacts the whole healthcare IT field, from the federal government to community hospitals to vendors.

Before heading into the show, I catch up on what the healthcare IT influencers are saying to get a feel for what that powerful theme could be . And what better way to start than by getting into David Blumenthal’s head?

His most recent blog post on the HealthITBuzz blog covered a lot. But what resonated with me was how it kept coming back to empowering healthcare providers with information. One excerpt stuck out the most:

“In health care, as in so many industries, information plays a vital role. From diagnosis and treatment of an individual, to the allocation of health organization resources, and even real-time response to public health needs, decisions are guided by the available information…Effective patient care takes more than a good doctor—it takes coordination and a critical mass of data. Health IT provides the infrastructure to support those goals at a new level.”

What? “Critical mass of data?” “Available information?” Whatever happened to meaningful use of information?

 Reading this, it feels like Dr. Blumenthal took a step back from meaningful use and put his IT hat on. Specifically, he realized that before information can be used to improve patient outcomes, it has to be stored electronically. And it must to work together.

 It’s this theme that I think will resonate most at the Orange County Convention Center at this year’s HIMSS. We’ll hear more about it at the Interoperability Showcase, and even more on the show floor, including the Hyland Software HIMSS booth.

 I’ll be checking in here with more reflections on this and other topics throughout the show. You can also follow @HylandSoftware on Twitter for timely updates – and maybe some photos of the action at Hyland’s OnBase Bar & Grille at booth #1471.

IT strategy rapidly evolving as virtualization grows

// December 30th, 2010 // 1 Comment » // Cloud Computing, Enterprise content management, Government, Healthcare, Insurance, Software as a Service // Glenn Gibson

Just when you thought it was safe to get back to work, your IT world is changing again. Or at the very least evolving.

It’s been doing so since at least 2008, when Gartner, the well-known information technology research and analyst firm, spotlighted one trend, which it calls “the highest-impact issue, changing how organizations plan, buy, deploy and manage IT through 2012.”

And that’s virtualization.

It sounds a bit Matrix-y, and that’s okay, because it is in a way.  Virtualization refers to the virtual rendering of an actual thing, like an operating system, storage device, server and so forth. Your employees encounter it most often when they’re running virtual desktops from their computers at home.

If you’re avoiding it, you might want to rethink your approach. Agile businesses are moving quickly to adopt virtualization, allowing their employees to access information anywhere, anytime with any device. Powerful, powerful stuff, as workforces become more nimble, mobile and spread out. WiFi, 3G, 4G, smartphones and tablets connect workers to their work – and each other – like never before. And virtualization is letting it happen.

As IT infrastructure and datacenter strategy moves toward this new reality ­­­– and we believe it is a reality that’s here to stay – more and more companies will rely on vendors who have the virtualization experience and understanding needed to support their long-term business goals.

We’re so sure this is one of the main avenues business IT is heading down, Hyland regularly updates its virtualization support statement to underscore our commitment to making OnBase run seamlessly on our customers’ virtual infrastructure. And it’s why we find maintaining our VMware ready and Citrix ready certifications so important.

And it’s not just talk. 

Hyland’s own Software as a Service solution, OnBase OnLine, runs almost entirely on virtualized servers hosted by VMware ESX Server.  Many of our customers also host their OnBase solution on virtualized servers. 

One customer runs 30 physical VMware ESX Servers which host ample virtualized servers, providing a server environment that can sustain some 22,000 users. 

So there you have it. Virtualization is the future. And the future is already here.

Best in KLAS rankings are out: Three trends in healthcare ECM software

// December 16th, 2010 // No Comments » // Document Management, Enterprise content management, Healthcare // Ken Burns

Every year at this time, KLAS, a healthcare IT analyst firm, releases vendor rankings within several technology categories, including what they call “Document Management and Imaging.” The rankings are based on vendor-specific customer feedback.

But every year, when I open it and look at the data points, I wonder “vendor ratings are great, but what does this really mean for the state of healthcare ECM today?” So if you’ll indulge me, here are the three things that that I think stand out in this report:

1. It’s not document management and imaging anymore – it’s enterprise content management (ECM).

This has always been a peeve of mine. While the report calls it “Document Managing and Imaging,” KLAS knows well that, today, ECM isn’t just scan, store and retrieve – it’s routing patient charts, integrating with an electronic medical record (EMR), etc. And, because ECM should be ubiquitous throughout the organization (for example, not just in the back office), it is therefore a long term, strategic investment.

The market verified this in the report. One of the ratings was if the technology was a “part of long term plans.” The leaders in the report had very high marks here, including Hyland’s ranking where 100 percent said it was a part of long term plans (disclosure: I work for Hyland).

2. What’s increasingly becoming the most common point of entry for ECM in healthcare? Integrating with the EMR.

In other industries, most of the paper and process pains are felt in accounts payable and human resources, so these areas often drive ECM strategies. But the customer comments in the report made it clear that, in healthcare, the priorities are elsewhere: the clinical side.

I’m going to go out on a limb and say that this priority is because of the national push to digitize patient information. Because of this initiative, healthcare organizations are looking at how they manage their clinical content now more than ever. If this doesn’t get them to realize that they need ECM, it’s the actual implementation of an EMR that makes it blatantly obvious.

Many of the customers pointed this out, stating that ECM solutions are most valuable when they integrate well with an EMR.

Another interesting point: They made it clear that an EMR wasn’t enough to manage patient information – they need ECM, too. Without it, content gets stuck in silos – an EMR system here, an HIS system there – making it impossible to access information at the moment it’s needed within the continuum of care.

3. ECM vendors need to be truly enterprise – not just departmental in clinical or administrative areas.

Okay, so this one wasn’t called out in the data points. But it was mentioned often in the comments, making me think it needs to be addressed in the report.

I think the KLAS approach of generating a report solely on customer feedback is really valuable. But what would make the information even more valuable is to see exactly in which departments the customers are actually using their rated ECM products.

See, the problem is that while the report asks customers “Is this product meeting your needs?,” it doesn’t ask what those needs are. Is a solution only being used in accounts payable with the understanding that it can’t go any further? Is it a bolt on piece to an EMR that can then only be used in conjunction with that EMR? Because, if the answers to those questions is “yes,” I’m going to suggest that the report is evaluating the value of ECM all wrong.

To my point in #1, the value of ECM comes when it’s ubiquitous, meaning it can unify an entire organization through document management and process management. This means that the same ECM used to manage patient records should be the same ECM that manages the hiring process.

In other words, how can ECM really be enterprise and provide the most value if it’s just a one-off departmental implementation with no hope to go beyond that?

Again, these are just my observations. But to me, it’s clear that the healthcare industry is crying out for ECM that really lives up to its name – especially when it comes to the “enterprise” part.

KLAS agrees – in fact, they already covered this topic in greater detail, including how ECM solutions are used by department and which are most effective across the enterprise. The report came out in October 2009, and is called “Enterprise DMI: Finding the Right Stepping-Stone to Full EMR.” I encourage you to check out this and other third-party sources on ECM to really get the full picture of an ECM solution’s value in healthcare.

Investing for the long term: Putting the “E” in ECM

// September 15th, 2010 // 1 Comment » // Document Management, Enterprise content management, Healthcare, Insurance // Kaitlin McCready

Have you heard the buzz around electronic health records? It’s all about the need to put the oftentimes paper patient records and data into electronic format.

That’s all well and good, but what about the rest of the healthcare organization? Much like most businesses, there are administrative functions like HR and AP that also have plenty of processes and content that needs to be managed.

While the media is only talking about the patient record side of things, I was relieved today when talking with a large healthcare delivery network. The woman I chatted with said that while they’re starting with ECM on the clinical side, one of their major requirements was choosing an ECM solution with the ability to extend to the rest of the organization.

In other words, a departmental document management system simply didn’t offer enough value for the long term to justify the investment.

This just isn’t in healthcare though. Check out the video I took from today’s general session:

 The gentleman in the video works in the IT department of an insurance company. Much like the healthcare provider starting out with ECM on the clinical side, he was first using ECM with the underwriting process. But even from the get-go, he acknowledged that any good ECM solution should have the ability to go beyond one or two departments.

Check out other updates that didn’t make the blog from @HylandSoftware on Twitter with the #OTTC hashtag.

Three ways document management software for healthcare should be like your favorite pair of shoes

// August 30th, 2010 // 1 Comment » // Healthcare // Susan deCathelineau

As I’ve been talking with healthcare providers across the country, most people – from CIOs to system administrators – are looking for a way to better understand the slew of changes happening in healthcare IT right now. If you’re like these folks, this blog post is for you.

Everyone has a favorite pair of shoes and knows why they love them, right? With all the confusion in the world of healthcare technology, I think it’s time to add a dose of familiarity. I’ll explain how one part of the healthcare technology puzzle, document management software, should be just like your favorite pair of shoes.

1. They can be worn pretty much anywhere.

My favorite loafers don’t just work for a customer meeting. You’ll catch me in them at the grocery store, running errands or out with my husband. A similar concept should be true of your document management software. It doesn’t just work in conjunction with your electronic medical record (EMR) software. A good document management system integrates tightly with EMR, but it also fits into places like the revenue cycle, accounts payable and human resources.

2. They’re the easy choice.

A great pair of shoes is ready to go when you need them – easy to choose, easy to put on, etc. Likewise, the system you select has to be quick to deploy and use. It shouldn’t require a lot of upfront custom coding or complicated configuration. Instead, choose a system that has an easy configuration interface and codeless integration and workflow options. Especially in the long term, this will make a difference (think software upgrades and scaling it to additional departments).

3.  Comfort is a top priority.

Of course, if you wear them all the time, your favorite shoes must be unbelievably comfy. While document management software can’t make your feet feel great, it can make IT and those people using it very happy. Like any good application, it must be easy for IT staff to administer. Part of that ease is that the people using it know how to use it and want to use it. Lastly, it may seem obvious, but be sure the system makes them feel like their work is easier, not harder with the new system.

With such a tumultuous time in healthcare technology, any tidbit of clarity is helpful. Hopefully, this post did its part to clear up document management software. If you have any follow up questions, please submit a comment.

SaaS solutions: the answer to meeting “meaningful use” requirements in healthcare?

// June 14th, 2010 // 1 Comment » // Cloud Computing, Healthcare, Software as a Service // Susan deCathelineau

Software as a Service (SaaS) is a popular topic on the blog lately.  So, it seems like a great time to piggyback on what Jacqui Conn and Terri Jones had to say about it – but, from a healthcare software perspective.

A hosted software model isn’t new in healthcare, or any industry for that matter.  Providers from community hospitals to physician practices have already seen the benefits. Minimize IT staffing and support. Avoid the costs of equipment, servers and other necessary hardware. Identify budget as an operating expense instead of a larger, capital expense. Accelerate deployment.    

Let’s take a look at faster deployment times. Right now, this is the key to why SaaS is so important to healthcare. And it all comes down to two words: meaningful use.

As part of the HITECH Act in ARRA, healthcare providers are now required to meet certain standards, not just based on what technology they use, but also how they use it. We already discussed why ECM or document management is a critical technology piece in answering this “how they use it” part. But here’s the catch – these “meaningful use” requirements aren’t just about the “what” or the “how” – they’re about the “when.” The federal government has set a deadline for the requirements to be met – 2011.

Photo credited to Neil Versel’s blog with the original source as Pat Wise of HIMSS.

That means that providers must have the people to research, choose and implement a solution, the hardware to support it and the budget to do these things – all within a limited time frame. For an on-premise solution, this would certainly be a challenge to get done, and get right. But not for SaaS.

Because SaaS solutions boast short start-to-finish deployments, they might be the only way for some healthcare organizations to get up and running in time for the deadline.  They also answer the budget, staffing and hardware issues – a rent-like pricing model and outsourced staff and servers to manage the data.

But despite the obvious potential of this deployment option, I have yet to see SaaS mentioned in the same article – let alone the same sentence – as “meaningful use.” At the same time, the major healthcare providers and associations continue to suggest that the deadlines are too restricting to meet. And maybe they are. But one thing is absolutely-without-a-doubt too restricting – limiting software to a single deployment option, and not even considering one that might make more sense – SaaS.

Electronic medical records: Not the healthcare software “silver bullet”

// May 4th, 2010 // 2 Comments » // Healthcare // Susan deCathelineau

As the electronic health record (EHR) discussion rages on, I’m continually asked why organizations need healthcare software such as enterprise content management (ECM) or document management if they already have an electronic medical record (EMR) – that’s a lot of acronyms, I know.

I’ve tried saying, “EMR and ECM – it’s not an apples-to-apples comparison.  It’s really more like apples-to-oranges.”  But that response only elicits more questions.  So, in an effort to bring clarity to the EMR vs. ECM showdown, I’ll expand a bit. Let’s start with an analogy to one of my favorite pop culture infomercial phenomena:  the Magic Bullet.

Have you seen this thing?  It claims to be able to do it all – chop, mince, grate AND blend!  When I first saw it on TV, I was impressed by the vast capabilities of this “blender.”  It made me believe that a single tool really could do all of those things – and do them all well. 

In fact, a quick Web search revealed that, overall, many reviewers are satisfied with the Magic Bullet.  But, an interesting theme emerged – while it does everything claimed in the infomercial, it doesn’t do all of those things well.  You get where I’m going with this.

Putting this in the context of the “meaningful use” standards, one has to wonder:  Is the EMR the silver – or Magic – bullet that will get you there?  Does it provide the capability and functionality to meet all of the requirements? 

My short answer: No. Depending on what you’ve heard so far, this might be a bold statement. But, in my experience, there’s absolutely no way that one single technology is enough.

 It’s not just me who’s thinking this – the market is proving it. An article last summer about trends affecting the document management market focused on one trend in particular: that EMR and ECM integrations were rising. What’s more, it suggested that EMR vendors are taking notice of this and, as a result, aren’t developing their own inclusive ECM solutions because it’s not what they do best.   

So here’s the bottom line: EMR and ECM solutions bring immense value to healthcare organizations, both by adding their own functionality and by complementing that of the other. But when EMRs pretend to be ECM, vendors overpromise, customers get confused, and in healthcare, patients are put at risk.

So to all the software vendors and made-for-television gurus out there: Know what you do, do it well – and stick to it.