Case Studies: Transcription Services
Ingalls Memorial Hospital, a 500+ bed health system in suburban Chicago,
faced major issues with its incumbent outsourced transcription provider:
unacceptable turnaround times, unhappy physicians, and
compliance was at risk. Compounding the problem was a general lack of service
and support from the vendor providing the solution and a poorly-timed notice
that the vendor’s fee structure would be changing, resulting in an increased
cost to Ingalls.
THE CHALLENGE
Ingalls Memorial is a nationally recognized institution and in keeping with its
tradition of excellence, the executive team and HIM management recognized the
need to move quickly to find a new transcription vendor that would not only
offer improved results with better customer service, but that also could
mobilize and implement a new solution in a short window of time. Ingalls brought
in IMA Consulting to help crystallize their plans and to assist them with the
vendor selection process.
THE SOLUTION
Ingalls and IMA selected Precyse Solutions to handle all of Ingalls outsourced
HIM Transcription work. In mid-December 2008 the transition was made and Ingalls
immediately began seeing improved results. Typically, in the first 60–90 days of
a new implementation, there is a performance dip as the new team and processes
settle into place. Precyse was able to achieve 90% compliance, including
exceptions in the first month. Its first quality audit score in January 2009 was
98.9%.
Precyse has continued to improve all transcription measures. By April 2009, Ingalls physicians were enjoying improved TAT of 98% and a quality audit score of 99.3%. ASR (Automated Speech Recognition) throughput reached 81.8% by June 2009, delivering additional cost savings as more work is shifted to professional editors rather than transcriptionists.
Vincent E. Pryor, CFO and Senior Vice President of Finance at Ingalls notes, “The best aspect of the move to Precyse for transcription services is that we haven’t had one single doctor issue.” Karen Slattery, manager of Ingalls HIM department attributes the smooth switch and outstanding performance to the partnership forged between Ingalls and Precyse employees. “We are great partners and work extremely well together, starting in the C-suite right on down to the individual staff member. Precyse’s people are smart, they get our issues and our situation, they are committed, and all of this makes us want to work with them.”
Precyse is utilizing its leading edge Web-based technology platform, PrecyseNet™ and its front-end/back-end ASR tools which will lead to even more improved metrics, and ultimately, reduced costs to Ingalls. For Ingalls, the combination of Precyse’s technology, experienced resources and a depth of internal support organizations made them the best choice.