Lack of comprehensive operations data, software still a challenge for healthcare organizations

There has perhaps never been a time in recent years where operations leaders at healthcare organizations were more important than during the COVID-19 pandemic. Throughout the public health emergency, organizations have relied on their operations teams to respond appropriately to myriad new stressors, such as changing federal and state agency regulations, COVID-19 related challenges and surges, and the need to re-orient supplies and resources, including staff.

Operations departments supported by up-to-date, reliable software and real-time analytics and data are best positioned to adapt to unpredictable emergencies like COVID-19. The reason: they can readily access the information necessary to make appropriate decisions for patient care, staff well-being, and the bottom line of their organization. Specifically, better data access and technology foster their ability to contain costs while continuing to provide care for their communities and maintaining a safe environment for staff throughout the emergency. Additionally, robust software and data empower leaders to better prepare for the future by helping them predict emerging challenges or changes from internal and external factors, including new industry pressures.

In June 2021, symplr partnered with Modern Healthcare Custom Media to survey healthcare leaders about their organization’s healthcare operations processes. Responses from 185 executives demonstrate the current state of healthcare operations and how today’s healthcare organizations approach operations and operational software implementation.

In this executive brief, we’ll share insights from the survey on executives’ satisfaction with their organization’s processes, areas of operations that are due for software enhancements, and the availability of comprehensive data and analytics regarding healthcare operations as well as governance, risk management, and compliance (GRC). We’ll also examine how leaders should respond to these findings to improve their organization’s operations with better data and technology.

COVID-19 has heightened recognition that operations software is essential

In the shadow of a pandemic that presented unprecedented challenges to health systems’ day-to-day activities, our research shows that healthcare executives recognize the value of the operations department: 64% of survey respondents agreed or strongly agreed with the statement, “COVID-19 has reminded our organization of the importance of adaptable back-office operations and software.” To respond efficiently to COVID-19 surges and begin their recovery plans, healthcare organizations require real-time information about operational functions, such as clinical performance, individual provider performance, workforce management, and compliance with quality and safety measures. Receiving this vital information seamlessly and accurately requires adaptable, reliable operations and software.

Strains on staffing and costs are also adding to the urgency for an operations framework that is data-driven and seamless across an organization’s enterprise. The overwhelming majority of leaders (87%) agreed that managing and predicting costs is important as their organizations recover from the challenges of the pandemic. A robust data-centric operations department can help healthcare organizations in their economic recovery plans by allowing leaders to evaluate spending across their enterprise.

Poor data, deficient analytics plague operations departments

Data is critical to the successful operations of healthcare organizations. Unfortunately, many still struggle to collect and analyze their data at scale.

Although more than half of respondents (56%) said they were either very satisfied or satisfied with the efficiency of their organization’s operational processes, one-third said their organizations lack comprehensive, actionable data and analytics regarding healthcare operations and GRC.

The consequences of poor access to data and analytics reared its head at the onset of the pandemic, with reports emerging of healthcare providers struggling to effectively

allocate needed medical professionals and secure vital personal protective equipment, including masks and gloves.

Robust data empowers leaders to better manage their resources and personnel, as trustworthy information allows them to more accurately and effectively make day-to-day decisions and respond to unexpected challenges. Data-based decision-making also enables leaders to make cost-effective choices that improve care while reducing costs.

Leaders cite a need for software enhancements in several key operational functions

Healthcare organizations not only lack actionable data, but they also lack the technology needed to put data insights into action. Eighty-three percent of respondents said one or more areas within their operations department are due for software enhancements. The most commonly cited areas across the care continuum were clinical performance improvement and analytics (34%), provider data management (28%), compliance tracking and reporting (28%), staffing and scheduling (26%), and talent management (25%).

Many of the operational functions cited as “due for software enhancements,”—including clinical performance improvement and analytics, provider data management, and compliance tracking and reporting—are vital to healthcare organizations’ transition to value-based reimbursement. These functions are critical to understanding spending and outcomes as well as help healthcare organizations manage clinician networks and referrals, which greatly impact performance in valuebased care arrangements. As a result, they require robust software programs for support and the ability to leverage the information appropriately.

Priorities shift when we examine responses from executives who work only within the hospital setting. An overwhelming 70% of hospital leaders said staffing and scheduling are areas in their administrative office that are due for software enhancements. Hospitals, as providers responsible for the most acute cases of COVID-19, were forced to upend staffing procedures to ensure they had the clinical resources needed to appropriately treat patients. When hospitals have clear visibility into staff availability and access to sophisticated scheduling tools, leaders are better able to adapt, and are better positioned to manage unexpected pressures.

Many leaders are working to unify software across their organization

Operations departments that unify software and data across their enterprise are best positioned to help their organizations navigate complex healthcare processes and improve patient outcomes. According to our research, most healthcare organizations recognize this

fact, with 31% of leaders responding that their institution has implemented solutions to integrate software and data across various enterprise operations. Another 31% said their organizations are planning such integration but are still in the development or deployment phases. Still, 17% of respondents said their organization doesn’t have any plans to unify software and data across its operations, and a remaining 21% of respondents were unsure of their organization’s plans in this area.

Even though most healthcare organizations are working to unify their operations software and data across facilities, there is no clear preference about using a single platform versus multiple software programs for operational processes. Thirty-nine percent of respondents said their organization prefers to use a single platform for as many back-office processes as possible, while 35% reported that their organization prefers to use specific applications for different functions within operations.

Despite the lack of consensus, there are clear benefits to using one platform for operational processes across an organization. When all functions take place on a single platform, leaders are able to cut down on inefficiencies and move beyond a siloed approach to operations as they integrate processes and data across multiple functions, creating a uniform approach across the enterprise. A single platform also reduces the possibility of safety and quality oversights—such as medication errors and patient falls—because users can gather information across departments in a seamless manner and present it to all relevant stakeholders.

Despite their varying approaches, a majority of leaders (70%) prefer to implement software that is designed specifically for healthcare organizations. This is logical given the complex needs and challenges of the industry. Healthcare-specific software focuses on information that is most important to patient care and safety compliance, enabling organizations to remain proactive for the daily operations and barriers in medicine.

How to improve healthcare operations

As leaders consider ways to enhance their operational functions, they should apply the following best practices:

1. The C-suite and board must prioritize operational improvements.

A new approach to operations requires buy-in at the highest levels. Chief operating officers can’t be the only ones focused on improving operations, as operational performance impacts all facets of the organization. The entire C-suite and board of directors must recognize its importance to the overall success and vitality of their organization and ensure it is a strategic imperative.

2. Streamline operational processes by aligning software.

While our survey found that most healthcare organizations have integrated operations software and data across facilities, or are in the process of doing so, nearly 20% said their organization had no plans to do this. A key component of improving operations must be the integration of software. By aligning software and data across an organization and implementing healthcare-specific solutions, leaders can eliminate redundant tasks, improve operational efficiency, and boost data integrity.

3. Focus on enhancing comprehensive operations data and analytics.

Data is a foundational element of healthcare operations. When leaders are equipped

with accurate data, their organization is better prepared to handle both the day-to-day and the unexpected. Healthcare leaders should focus on improving the quality of their organization’s data and analytics by concentrating on solutions that streamline data gathering and processing. Having a single source of truth for operational and clinical data allows an organization to provide valuable insights into their enterprise.

symplr is prepared to help healthcare organizations transform their operations to be seamless and data driven. symplr’s comprehensive healthcare operations solutions—anchored in governance, risk management, and compliance—empower healthcare organizations to navigate the complexities of integrating critical business operations.

For more than 30 years, symplr’s customers have trusted their expertise and depended on their provider data management, workforce and talent management, contract management, spend management, access management, and compliance, quality, and safety solutions to drive better operations and better outcomes.

Learn how symplr can help your healthcare organization improve operations and outcomes. Email hello@symplr.com or visit symplr.com/mh today.