After evaluating several vendors, they found i-Sight to be the best fit due to its customer focus, responsiveness, functionality, and business intelligence tools.
“Having integrated web forms were an immediate value-add for us and the email functionality was enormous. Having that [email] thread right in the case was really valuable,” says Farber. And the ability to start connecting incidents and complaints by event and by person was a game-changer for the team.
Before implementing i-Sight, reviewing these took the team 15 minutes per case. Today, this task takes five minutes per case. In the first six months with i-Sight, the team reduced the time spent on reviewing cases by two-thirds.
Following this successful implementation, Correctional Health Services began to look at other ways to improve operations with i-Sight. “We identified tons of other uses for i-Sight,” says Farber. “We added additional workflows for areas where we felt we had risk or a vulnerability in terms of data collection and management.” i-Sight helped to streamline the following areas of Correctional Health Services’ work:
An i-Sight module now tracks forensic psychiatric evaluations, which determine a person’s fitness to stand trial. The module allows cases to be assigned to a clinician, and progress on the case can be monitored each step of the way.
Requesting medical records must go through an approval process, which used to have delays of up to 10 days. Through i-Sight, the case manager can initiate a request from within the case. An email alert goes to the Medical Records unit with all the required information. The Medical Records unit uploads a PDF directly to i-Sight and all stakeholders are alerted that the request is complete. “That is a huge value-add. Since we’ve implemented this, we’ve had zero delays,” says Farber.
When the wrong medication or the wrong dosage is administered, there’s an obligation to report this, as well as the outcome and any remedial actions that were taken. “Reporting of this was historically very low because there’s a lot of fear in reporting that information to administration, especially when there’s no negative outcome,” says Farber. “If there’s no harm to the patient, there’s been no incentive to report it. But now with web forms we’ve been able to create a mechanism for anonymous reporting,” he says. “And for something that’s a rare event, we haven’t had to train people who might only need to use a system once a year. They can go to a web form and put in information and someone on the case team picks up the information off the queue and finishes the investigation. That was a real value-add for us. It also allows us to do real-time reporting when it comes to sending information to other agencies as well as to City Council.”
The final phase of implementation will see all other incidents managed in i-Sight. “We see 800,000 appointments per year. There are a lot of jail situations that can prevent us from completing 800,000 appointments,” says Farber. “The one thing we’ve never been able to figure out is what is the overall time impact of an event on a jail clinic, whether it’s a lockdown or some event in the clinic that ceases operations.” Tracking and analyzing these incidents will provide Farber’s team with valuable insight to improve operations and make the division more efficient.
“We are mandated under a law called Prison Rape Elimination Act, (PREA) where we have to record reports of sexual abuse. So we built an entire module in i-Sight to manage this,” says Farber. The team created new workflows for PREA reporting to replace an inefficient process that used Excel spreadsheets.
Tracking this information had been a multi-step process involving Word documents, emails and Excel spreadsheets. Spreadsheets weren’t always updated, resulting in errors when counting and tracking incidents. i-Sight eliminated hours of administrative time and the risk of errors in this process while streamlining the reporting process with templates and accurate, timely data.
Correctional Health Services created another workflow to capture workplace violence information, which is required by law to track and report. Again, Excel spreadsheets were replaced with efficient intake, tracking and reporting functions in i-Sight, with immediate access to information and templates for timely, compliant reporting.
Before implementing i-Sight, compliance was difficult and time-consuming. “A Freedom of Information Law request is a good example of that,” says Farber. “Especially with our Patient Relations department, very often they would have to search through emails to try and find communications with doctors in a specific clinic…. That could take hours.” Today it takes minutes.