Relaymed helps Sollis Health to efficiently deliver in-house lab tests, giving staff back time to deliver the best possible member experience.

70,000+

in-house test results sent automatically into athenahealth EHR

15,000+

notifiable diseases reported to state departments of health

3,500+

hours of time saved for staff to spend on the member experience

Challenge

Sollis Health is looking to reinvent the urgent and emergency care services landscape. Seeing a gap in the acute care side for concierge services, Sollis created a new field. A high touch, white glove level of care. Sollis is the first and only concierge urgent and emergency care provider. 

 

Sollis had previously been sending lab tests out to a 3rd party service. However, acute care services depend on in-house lab testing because they can’t wait a day for the results. It was very important to Sollis to run in-house as quick results were essential to make clinical decisions. 

 

This was identified as a vital part of the business model and concierge service level. They wanted to perform as many lab tests in-house as possible so they could diagnose and treat what a traditional ER sees. People don’t wait in their concierge service model, they get seen right away. But this had to be done without staff being overwhelmed by data entry into their athenahealth EHR, allowing them to focus on patient-centric care. “As the test result defines the outcome and the management of the patient right there, it was not ok to send out to a lab.” said Devin Bustin, Director of Informatics at Sollis Health.

 

This is why Sollis turned to Relaymed. Especially as the problem of manually doing it, compounds with volume. For them though it was not about the throughput like a traditional ER, but the quality of the patient experience, for their members. They want to get to the diagnosis quickly, but not rush people out, and involve the patient in the decision making and care coordination. 

 

In addition, Sollis wanted to be good stewards of data that can be helpful from a public health aspect. Reporting notifiable diseases to state departments of health was important to them but another administrative overhead that they wanted to avoid, as it’s not value added to their members to charge more for administrators.

Solution

The solution was to automate instead so you don’t need a human. The ability to order tests and for the result to accurately enter the EHR immediately without human intervention has driven the main value for Sollis. 

 

Relaymed’s strength lies in connecting instruments to athenahealth.  Sollis did not want to build their own solution, no small to medium clinic could. Instead they turned to the Marketplace and discovered Relaymed. “Unless you want to go down the adventure to create an interface that’s custom, heavy lift and not fun. If you have athenahealth it’s a no brainer – period – if you have any lab equipment in house.”  said Devin.

 

“Relaymed solves the problem, as an end to end solution from lab instrument to athenahealth. You don’t need something complex like New York Presbyterian! Relaymed is about as simple as it can be and at a price point that’s very reasonable.”  he continued.

Results

Staff and providers know that results will be available immediately for them to make a decision. All tests, no matter their complexity, are automatically delivered into the EHR.

 

More than 50 different diagnostic tests are now conducted in-house by Sollis, and since using Relaymed over 70,000 results have been delivered into athenahealth. In addition, more than 15,000 notifiable diseases have been reported to state departments of health, ensuring rapid public health response.

 

 

“You forget it’s there. And that’s a compliment!”

–  Devin Bustin, Director of Informatics at Sollis Health.

 

That’s the power of automation.

 

This has allowed Sollis to have a better staffing model. They can staff appropriately for their needs without having to add additional roles for non value added tasks. 

 

Relaymed has enabled staff to instead concentrate on the member experience by automating patient test results and reporting notifiable diseases to the state. No human needs to manually enter results into the EHR or compile data into spreadsheets and notify each state. Sollis intentionally by design avoids assigning people just to do something like that as it does not provide value to the membership fee. 

 

This is both a qualitative and quantitative result of using Relaymed, with Sollis estimating more than 3,500 hours (equating to over 4 hours per day) of staff time has been saved through automation to spend on the member experience.

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