Hospice of Western Reserve - Payroll Services Team

After leading the Hospice of the Western Reserve's efforts to improve business processes across the organization, Chris Pakiz explains why Hyland's collaborative, objective approach during their Enterprise Assessment makes them a partner and not merely a vendor.


Video Transcription

Chris Pakiz, Payroll Services Team Leader & PM of Hospice of the Western Reserve

My name is Chris Pakiz, I'm the Payroll Services team leader at Hospice of Western Reserve. I'm also the chairperson of the process improvement task force which was involved in the EIA project. Our goal of the organization was to provide the best patient care possible and to do that we need to maximize technology, maximize each efficient procedure and also make information available to all our staff and patients.

What initiatives prompted your engagement in an Enterprise Information Assessment?

We had five initiatives that the other task force voted on. It was to improve our technology as far as communication goes, to give all employees email boxes which was not the case before and to implement the electronic patient chart. So, those are our first top three and look at HR recruiting for our nursing staff as well as making all our forms electronic.

Can you describe the onsite discovery and experience?

Everything you can imagine within a healthcare institution was involved in that then again 27 teams. Each interview took about five or ten people from each area and they basically gave some background on what they were experiencing and how Hyland could help. There's a chance to look at ourselves objectively and to have someone from the outside give us some feedback that perhaps we didn't see. It gets a chance to have someone else look at a force and it give us some help in doing that and gave us a form to basically have some answers that we might not think of.

One of the unique things about how they were able to take part and follow our different areas of disciplines, so they went on a homecare visit and all home care visit into a nursing facility. They were able to basically observe everything that went on and that was unique in that they were able to see it firsthand so they weren't just hearing it total them or seen it on a picture they actually saw it and actually were part of doing it and they were actually involved in part of the process is actually doing some of the things with us. It was sort of a cooperative effort there and it made the whole process even better.

What advice would you give to someone engaging in an EIA?

To be open, to listen, to take, they take the approach of being a partner in each project. So, they're there to help you find solutions, so I think to be open to what they say to take their information and sit back and decide for it, allow yourself to use it in the best way possible. Thinking about how as a partner in this process is as opposed to a vendor is much more advantageous.

What about the results?

It was eye-opening, I think. It was the first thing we look at it gives a chance again to have someone look at our look at ourselves and give us some answers and solutions that we might not have seen by ourselves. Number two, it gave us a chance to really analyze what we do, so to go back and look at ourselves and work through each process that we do and analyze how we do it, is it the best way and is there a better solution. We are very pleased with Hyland’s work. They were very cooperative, very patient and very generous in their time, so we thank them. They've been a great help and help us lay our blueprint or map for success for the future.