HTM Speaks with Christie Franklin, CEO at Bristol Hospice

Head quartered in Salt Lake City, UT, Bristol Hospice provides a bridge in the continuum of care delivery system; focusing on the pain and symptom management related to end-of-life needs. With a focus on providing a family centered approach in the delivery of hospice services throughout the communities. Bristol Hospice currently operates in Merced, California, Sacramento, California, Salt Lake City, Utah, Honolulu, Hawaii, and surrounding areas. Additional expansion of operations is planned for in the future as indicated. The following interview was conducted by CellTrak Technologies and Healthcare Technology Magazine, in April 2011 with Ms. Christie Franklin, CEO at Bristol Hospice. The interview was a follow-up to check in and see how things were going.

HTM: Please introduce yourself, your background and your current role within Bristol Hospice:

Hello my name is Christie Franklin RN, BA, CHCE, President and CEO Bristol Hospice.

I have over 25 years Homecare/Hospice Leadership experience. My background includes expertise in operational development of denovo and acquisitions in the homecare and hospice industry. In addition, my experience includes operational development with a focus on quality outcomes and benchmarks. In my career I have had the opportunity to serve on several homecare and hospice national committees and boards such as National Association Homecare and Hospice, National Hospice and Palliative Care Organization, National Quality Forum, HCAP.

HTM: Who is Bristol Hospice and where did it all begin?

Bristol Hospice development began in 2006. Bristol Hospices is a denovo start up company which now operates five locations in California, Utah, Hawaii and Georgia (new start up awaiting CHAP survey). All Bristol Hospice locations are licensed, as per state requirements, Medicare certified and accredited with deemed status thru Community Health Accreditation Program (CHAP).

HTM: What do your clients want, need and desire?

Hospice services in a setting of choice which also meets the needs of the care continuum as indicated. The American market for wireless home-based healthcare applications and services will grow.

HTM: Why did Bristol Hospice become a leader in this area and move forward with CellTrak’s mobile application and platform?

Bristol Hospice’s strategic initiatives focus on the development of wireless home-based health care applications and services to promote efficiency, care coordination, and support to our leadership and care teams.

HTM: How does CellTrak’s mobile technology help the clients and the business needs at Bristol Hospice?

CellTrak provides support for both our care team coordination and scheduling, as well as back office functions such as payroll and billing information. In addition, Cell Trak provides leadership the ability to promote concurrent scheduling and care plan coordination to meet the needs of our patients and families when changes occur. The tight integration of CellTrak with Suncoast Solutions provides the best solution available to agencies today.

HTM: How do you see your business changing or developing in the next 5 years?

Bristol Hospice’s strategic initiatives focus on the use of technology to improve care coordination, support leadership and care teams, provide concurrent data for quality assurance and improvement and promote efficiency which back office functions. These strategic initiatives are the road map for Bristol Hospice. The business changes and developments over the next five years will be focused on quality, care coordination and the increased use of technology to promote these initiatives.

HTM: Explain a typical day in the life of a home care agency using CellTrak technologies:

The use of CellTrak first allows for careplan and schedule updates to occur throughout the day. The CellTrak also provides the agency staff support in reporting visit mileage, time sheet, and documentation daily. The use of CellTrak in both rural and urban markets is an added support for the care team. It particularly supports the team when schedule changes occur during the day to promote coordination in the care delivery.

HTM: Many healthcare technology and IT organizations talk about change management during many new technology rollouts… and how “people”, not “technology”, can be the major reason implementations are unsuccessful or delivered over budget or not on time. How did it all go when Bristol Hospice implemented CellTrak?

The implementation of CellTrak in Bristol Hospice location first began as a pilot project. Immediate and ongoing feedback was positive by all hospice team members involved in the project. The support, education, and tools provided by CellTrak allowed for a very successful implementation. The major reason for the successful implementation was due to the CellTrak product and tools. The implementation was lead by a designated Team focused on the project. In reviewing the successful outcome of the CellTrak implementation, Bristol Hospice leadership was very pleased with the feedback from all team members regarding the easy of CellTrak implementation.

HTM: Explain the hospice market in America, and the core products and services that are in demand from hospice providers today:

The hospice market in America today is focused on the care delivery of patients and families in their setting of choice in both rural and urban markets. This would include patients that may reside in the home or other settings of their choice. Hospice services are delivered by the multidisciplinary team for care and services based on a patient’s individualized plan of care related to end of life.

HTM: How will your business expand in the coming 5 years and will CellTrak play a role in that expansion?

Bristol Hospice anticipates further development to provide hospice services in current and new markets as identified. Over the next five years, our business anticipates further development and focus in the care continuum, quality, and coordination due to health reform. In addition, Bristol Hospice has developed strategic initiatives to focus on supporting new health reform initiatives such as concurrent care models. As Bristol Hospice continues to implement these initiatives CellTrak is an important to our operational model and roll out for services. CellTrak will support the company’s focus on care plan coordination, quality initiatives, back office efficiency for billing and payroll, support to our care teams.

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HTM Speaks with Isabel Sum, Director for Home Support Operations at Community Home Support Services Association

Community Home Support Services Association (CHSSA), commenced operations in 1938 as a division of Family Services, and is Vancouver’s oldest provider of home support service. The agency has a tradition of high quality service and a reputation for being at the ‘cutting edge’ regarding the development and delivery of new services. Community Home Support Services Association is one of B.C.’s largest freestanding non-profit providers of in-home health care services to the elderly and individuals with physical and/or developmental disabilities. The services maintain vulnerable people in their homes or home-like environments in the community and provide a more meaningful and cost-effective solution than institutionalization. The mission of CHSSA is to provide a range of in-home health support services which promote independent living through client–centered practices that reflect sensitivity, innovation and flexibility.

HTM: Please introduce yourself, your background and your current role within CHSSA

My name is Isabel Sum, Director of Home Support Operations at Community Home Support Services Association (CHSSA) based in Vancouver, Canada. I am responsible for the operational management of CHSSA’s home support service delivery system. I have worked in this organization for over 12 years.I started out as a field supervisor and have worked my way up to my current position.

HTM: Who is CHSSA and where did it all begin?

CHSSA commenced operations in 1938 and is Vancouver’s oldest provider of home support service. The agency has a tradition of high quality service and a reputation for being at the ‘cutting edge’ regarding the development and delivery of new services. Today, CHSSA is one of B.C.’s largest freestanding non-profit provider of in-home health care services to the elderly and individuals with physical and/or developmental disabilities. CHSSA employs over 600 community health workers who provide service in over 40 languages to approximately 2,200 clients in Vancouver and Burnaby.

HTM: What do your clients want, need and desire?

Our clients want a range of in-home health support services which promote independent living through client–centered practices that reflect sensitivity, innovation and flexibility. They want continuity of quality care from certified and well trained Community Health Workers (CHWs).Typical services include personal assistance with daily activities such as bathing, dressing, toileting, grooming, assistance with medications and assistance with mobilization.

HTM: The Canadian market for wireless home-based healthcare applications and services will grow. Why did CHSSA become a leader in this area and move forward with CellTrak’s mobile application and platform in 2009?

In the last few years there has been a focus on technological advances in home care application and we wanted to take advantage of the capabilities they can offer to facilitate our operational needs. Through our scheduling software provider Procura, we were introduced to CellTrak. In 2008, we started to explore how CellTrak could enhance our operational workflow and found that CellTrak had the best product on the market for our needs.We were then able to work together with CellTrak to put together a package that met our operational and budget requirements. CellTrak allowed us to have a competitive edge during a recent tender process.

HTM: How does CellTrak’s mobile technology help the clients and the business needs at CHSSA?

CHSSA provides a variety of health care services during in-home client visits by our CHWs. We used to schedule these visits and communicate them to the CHWs by voice mail. The CHWs would keep their own paper records.Bi-monthly these paper records would be collected and matched and recorded into the payroll and support systems. This was time-consuming and inefficient for both administrative and field staff and left room for communication breakdowns and more importantly, missed appointments. We found that CellTrak running on mobile devices on a wireless network was an efficient, secure, easy-to-use, point-of-care mobile data solution that replaces most of our paper and manual processes. The results for CHSSA are better communication, faster processing times, reduced paperwork, improved data accuracy, increased compliance and delivery of better client care.

HTM: Explain a typical day in the life of a home care agency using CellTrak technologies:

Our administrative staff input visit and care plan information and update any changes in our scheduling software, which sends this information to CellTrak which in turn transmits it to the CHWs’ mobile devices. Our CHWs now have all their daily information delivered in real time to their mobile devices.When each visit is completed, the CHWs update the visit and input their transportation information.This information is transmitted via CellTrak back to the administrative staff which allows them to keep up to date information on every client visit.

HTM: Many healthcare technology and IT organizations talk about change management during many new technology roll outs, and how “people”, not “technology”, can be the major reason implementations are unsuccessful or delivered over budget or not on time. How did it all go when CHSSA implemented CellTrak?

Once we made the decision to purchase CellTrak, we put together an implementation team to ensure that all aspects of the project were addressed.The key to a smooth roll out is to eliminate as many of the unpredictable factors as you can with advance planning. Learning from other companies which had already implemented CellTrak was important to having a successful rollout. CellTrak also worked closely with us through weekly meetings and onsite visits, providing suggestions and training sessions.

HTM: Explain your Canadian home healthcare market, and the core products and services that are in demand from home healthcare providers today:

As the population ages, there will be increasing pressure on the publicly funded health care system to fund home healthcare services. The core services that home health care provides are assistance with daily activities such as bathing, dressing, toileting and grooming as well as certain types of clinical assistance.These home healthcare services allow people to return home sooner from hospital or remain in their homes for as long as possible and provide more meaningful and cost effective solutions than institutionalization.

HTM: How will your business expand in the coming 5 years and will CellTrak play a roll in that expansion?

We are always looking for ways to be more efficient and effective with our resources. CellTrak has listened to our needs and suggestions and have worked with us to develop solutions and enhancements for the specific needs of our organization. We fully expect this cooperative relationship to continue.

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