our grc journey · our grc journey jennifer sheets, chief clinical officer, bayada home health care

Our GRC JourneyJennifer Sheets, Chief Clinical Officer, BAYADA Home Health Care

© 2018 GRC Summit All Rights Reserved.

Agenda

1. Organization Overview: Vision, Key Facts, and Needs2. GRC Foundation3. Current State Evaluation4. Design and Implementation of MetricStream5. Key Learnings and Best Practices6. Audience Questions and Discussion


BAYADA Home Health Care

10 Specialty Practices 357 service offices22 states, 5 countries

1. People2. Service3. Quality4. Growth5. Finance

5 Pillars

Services Accreditation

Recognition


The BAYADA Difference: The BAYADA Way

Our core values:

Compassion

Excellence

Reliability

2014/2015 – Setting a Foundation


Our Commitment to Excellence

Consistently demonstrate the highest level of skill, competence, and sound judgment in our work

Demonstrate honesty, commitment and loyalty to our clients and their families, fellow employees, and our organization

Strive to provide the very best service to our clients. Set specific goals and work hard and efficiently to achieve them

Continuously improve our work through evaluation, education, and training

Recognize and reward those who set and maintain the highest standards of excellence

“We provide home health care to our clients with the highest professional, ethical, and safety standards.”


Each day…

…we enter the homes of 33,000 clients, where we complete hundreds of thousands of activities

…we hire and onboard more than 50 employees

…we engage with more than 1,000 referral sources in person or by phone

…we field thousands of phone calls from community resources, families, and colleagues

Our success depends on our ability to ensurethat client and employee experiences not only

meet but exceed defined standards.


BAYADA GRC Framework


Key Opportunities of GRC

Enhance the measurement and reporting of metrics to continuously improve at the individual, office, and practice levels

Improve our ability to demonstrate to our internal and external partners our commitment to, and focus on, quality and compliance

Develop the skills necessary to achieve lasting, continuous improvements that support our growth

Promote consistent accountability of all employees for our compliance

Increase performance levels and reduce variation across all five pillars

2015/2016 – Evaluate Current State


Current State Assessment Challenges Objectives W ork Completed

Various quality and compliance monitoring processes and multiple methods (online, paper, Excel) of tracking and trending quality and compliance data

Conduct evaluation of all current monitoring process

91 monitoring processes identified including clinical, operational, and back office

Documented each process, identified gaps, and prioritized improvements

Variation in monitoring standards across the organization and in different practices

Clearly define universal and practice specific standards and tie them to policy and regulation

Created regulations and standards library and updated current QA processes to include new standards

Build or buy a GRC solution One solution to capture and report all aspects of GRC across the organization

Evaluate capabilities internally and external GRC solutions

31 external products evaluated -invited 3 GRC vendors for detailed demo

Obtained pricing proposals from the 3 vendors – selected MetricStream

2016/2017 – Design and Implementation of MetricStream

Thank YouContinue the conversation on #GRCSummit

3

Paper Logs

External Surveys

Compliance Reports

Today, external and internal events are stored across service offices with no single system to connect all of the dots. Once MetricStream is available, all internal and external events across all service offices will be visible within the system providing a view of the total health of an office.

Today

MetricStream provides leaders with a comprehensive, real-time view of all of the

events and trends within their offices providing more transparency than ever

before.

Overview

Early October

All event data will be stored in MetricStream, however some team members will continue to input information in their current tool, details to follow.


What Changed


Phase 1 - MetricStream Case Management App


Training & Education Resources


MetricStream is going LIVE on December 11th!


MetricStream Case Management Data To date…

Increased reporting of incidents from prior systemChange management ongoing – mostly due to user interface Export data to Tableau for reporting and analysis

INCI

DENT

S 35,049

COM

PLAI

NTS 2,157

INFE

CTIO

NS 3,355

Key Learnings and the Road Ahead


Key Learnings

Use system to drive process where possible – minimize customization

Integrations with other systems can cause complexity

User interface is important – especially if coming from a customized solution or paper forms/tools

Ensure the organization has adequate tools and resources to help promote change


The Road Ahead

Enhance user interface and educational resources to meet the needs of our stakeholders

Design and pilot Phase 2 – incorporating internal and external QA and audit data into MetricStream

Understand how MetricStream will interface with new organizational software tools

Thank YouContinue the conversation on #GRCSummit

our grc journey · our grc journey jennifer sheets, chief clinical officer, bayada home health care

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