Next generation solution against tape-based system

Riyadh Care Hospital is one of the leading hospitals in Saudi Arabia. It has been operational since October, 1991 and is a 300 bedded, acute care, General Medical / Surgical hospital. Their mission is to provide high quality, cost effective, international standard healthcare services which meet the needs and expectations of the community in Saudi Arabia. It does this through offering comprehensive primary, secondary and selected tertiary care services. The hospital is a state of art facility equipped with the latest equipment.

Customer Challenge

Riyadh Care Hospital had an existing Dictaphone Dictation System that was no longer being utilised as it had become outdated and incompatible with the new computer technology.
The Hospital needed to source a new dictation system as unfortunately the Drs had reverted back to creating their documents manually, which was not an ideal situation for the Drs or for the medical records department.
This system needed to use state of the art technology and be able to expand and grow with the hospitals needs and integrate with other hospital systems. The hospital had one other major requirement; they needed the assurance and support from a reputed supplier that would be available to work with the hospital to achieve its goals.

Solution

Having met several times with CCMENA and being impressed with what they had seen and heard from CCMENA’s existing customers, CCMENA and the WinScribe product were short listed from several reputed digital dictation vendors to supply and implement the new dictation system.
So that the hospital could decide upon the final configuration for the solution, a trial of the different input devices was taken by a core group of Drs. This resulted in the selection of the Philips DPM 9600 portable recorder as the primary input device due to its portability and ease of use and a custom made IVR telephony solution that was tailored to the hospitals dictation requirements.

“We spent a lot of time with all the concerned parties at the hospital to ensure that they were getting a system that would meet their needs” Said Jason Snelling Health Care Product Manager CCMENA.

This solution allows the Drs the maximum amount of portability and dictation from anywhere. Be it in their clinic rooms, doing ward rounds or even dictation off site from other clinics or their sister hospitals, a dictation solution was only an arms length away.

The tailored WinScribe installation that was implemented for Riyadh Care Hospital involved the following:

- Consultation with the hospitals Drs, Medical Records Department and IT staff to decide on the final configuration and solution.
- Installation and configuration of a central WinScribe server with Telephony and hospital specific workflows.
- Development of a custom made IVR telephony system to meet the hospitals exact requirements.
- Installation of Client PC’s, in Medical Records, the Clinic rooms and Wards.
- Training of 100+ Drs and the Medical Records department.
- On site Go Live support.
- Ongoing 24/7 technical support.

Description of the Solution

1. The system is being used by around 100 doctors who are being supported by a team of 8 Transcriptionists in the medical records department
2. As well as WinScribe the system also includes an integrated solution with Dialogic and a custom made IVR telephony solution, and utilised the Philips DPM 9600 portable Digital Recorders as the primary input for the Drs.
3. The implementation took 3 weeks to deliver from installation to final Go Live day
4. The solution was deployed in June 2010

Results

The implementation of the WinScribe system made a dramatic improvement to the Drs and the Medical Records Department.
The Drs were able to dictate again and were no longer having to manually create their reports. This lead to a reduction in the time taken to create initial reports and an improvement in their quality and turnaround time.

The Medical Records Department are now receiving consistent high quality recordings from the Drs that can be tracked and audited easily. The benefits for the hospital included the following:

- Faster turnaround of the patients reports
- The Medical records department are able to process more reports utilising the same transcription resource.
- The physicians are spending less time creating and correcting reports meaning that they can see more patients
- The hospital is able to see exactly what is happening with the dictated reports utilising the WinScribe systems performance and data reporting tools.
- The System can easily be customised and expanded to meet the hospitals future needs.
- The Hospital has an SLA contract with a reputed local company

The benefits to the hospital include:

- Faster turnaround of the patients reports
- The Health Information Management Department are able to process more reports utilising the same transcription resource
- The physicians are spending less time creating and correct reports meaning that they can see more patients
- The hospital is able to see exactly what is happening with the dictated reports utilising the WinScribe systems performance and data reporting tools

Customer Testimonial

The hospital decided to buy the system due to its ease of use, stability, flexibility and the high quality of support given by CCMENA by telephone or by remote connection via internet.
The WinScribe system is implemented and now used in the whole hospital by all of the doctors, who interact with the system through either telephone, their personal computers or by Philips recorders.

The system is secured by passwords and the level of access given, according to the authority of the end user. The system allows the Medical Records Manager to watch the workflow of the reports from the point of recording until completion.
He can report on the performance of the doctors to make sure they complete their report on time, medical records transcriptionist performance and completion of dictation on time.

All reports hold a time stamp for creation and completion. The system is very helpful for the Riyadh Care Hospital, since all discharge reports are done on time and there is no delay getting them dictated and completed.
Since all activities are watched and controlled by a system administrator, CCMENA trained the doctors, transcriptions and IT staff on using the system and provided full documentation for future reference.

The system can be interfaced with the HMIS system, where the end of the month reports are printed. These reports are vital for claims preparing, as it is required by the Insurance Companies. Because of this, the claims are prepared in less time, accordingly the hospital gets paid earlier.

The WinScribe system can also be installed in more than one site and have a single point of management. This feature will allow Riyadh Care Hospital to implement the system in another hospital (Riyadh National Hospital) in the future.
At the end of the project we are very much grateful for Converged Communications for their great help, support, flexibility and cooperation. We found out that we can buy from this vendor without any signed paper or contract due to their dignity, honesty, and commitment. Thanks to Mr. Jason, Mr. Mazen and all other back office staff for making this project successful.

MAHMOUD HARB
IT Director, NMC.

About Riyadh Care Hospital

Riyadh Care Hospital is one of the most distinguished medical organizations in Riyadh. The hospital is operated and managed by the National Medical Care (NMC) according to its mission, which is derived from the glorious targets of the government of KSA. These aim to find out an integral medical base to provide services to citizens and guests. (Whether residents or visitors) Riyadh Care Hospital is located at the east of Riyadh on a surface area of 110.000 m2 and has a capacity of 300 beds.

Riyadh Care Hospital was designed and established in accordance with the state – of the – art international design specifications and was supplied with the state – of-the-art medical technology. The hospital was crowned by contracting elite consultants and registrars from inside and outside KSA, and of course has a very high quality professional and administrative team.
The hospital provides all medical specialties and subspecialties, and most surgical procedures are available at all levels. The hospital is committed to provide integrated medical services and therefore, it caters for all kinds of supportive professional services such as: Laboratories, Blood Banks, Radiology, Nuclear Medicine, Physical Therapy and Rehabilitation.

In accordance with the available advanced medical services, the hospital is also committed to provide a high standard luxurious stay that is proportional with the other levels of services.

Riyadh Care Hospital is considered an integrated medical facility of the highest class offering services in accordance with the international standards. Riyadh Care Hospital is JCI accredited, and it includes the following clinical service departments:

- Department of Internal Medicine.
- Department of Surgery,
- Department of Pediatrics.
- Department of Obstetrics & Gynecology.
- Department of Ophthalmology.
- Department of Anesthesia.
- Department of Dermatology
- Department of Orthopedics.
- Accidents & Emergency Department
- Dental Department.
- Radiology Department. Laboratory Department.
- Pharmacy Department.
- Occupational Hazard Group (OHG) Clinic
- Operation Theatres.
- InVitro Fertilization (IVF).

Riyadh Care Hospital’s volume of Business:

1. 400 to 500 operations per month.
2. 200 to 300 Birth deliveries per month.
3. 3000 to 5000 sonograms and x-rays per month.
4. 27000 to 34000 Laboratory tests per month
5. 25000 to 30000 outpatient prescriptions per month
6. 1500 to 2000 inpatient prescriptions per month
Visit http://www.riyadhcare.com 

About WinScribe

WinScribe is a world leading provider of digital dictation software supporting business requirements for digital dictation, transcription, voice recognition, and workflow management. Founded in 1995, WinScribe has offices in the USA, UK, New Zealand, Australia and Switzerland, with more than 100 sales partners in over 25 countries supporting more than 350,000 users worldwide.
The WinScribe solution is built on Microsoft architecture, to ensure easy integration and maintenance. WinScribe also supports a wide range of manufacturer-independent dictation devices and is scalable from small, single office locations up to large multinational corporations. WinScribe is fully customizable to meet the needs of a number of significant vertical markets including Legal, Law Enforcement, Healthcare, Transcription, Insurance and Government Sectors.

Visit www.winscribe.com or call +44 (0) 118 984 2133 for more information