Case Study: Health Rehabilitation

Executive Summary

An independent health professional-led rehabilitation and case management facilitator, needed a system that was able to automate the writing of a rehabilitation triage report based on data that was collected during an interview process.

  • SwiftCase saved the firm 93% of their staff’s time in producing an expert report.
  • SwiftCase improved consistency and quality of the final report, including removing 100% of spelling and grammar errors.
  • SwiftCase dramatically reduced the volume of client status update enquiries now clients have access to see how a case is progressing.

Challenges

Challenges

  • Before implementing SwiftCase, an expert in triage had to personally interview a client in person or over the phone. This was a time consuming process and the major rate limiting factor in the workflow.
  • The process of questioning would be dependent on the individual expert undertaking the interview, so, consistency was difficult to control.
  • The expert would then manually type up a report based on their findings using word processing software, using only a branded letterhead.

How SwiftCase Helped

  • SwiftCase was employed to build a standardised, intelligent questioning process.
  • Relevant questions are presented to the user in a consistent order, based on their previous answers. The interview can now be carried out by an administration staff member at the firm or even by the client themselves.
  • A smart report document was created to deliver a consistent output from the interview Process. From the answers received in the interview process, SwiftCase decides which paragraphs of information to include or exclude.
  • The result is that the same interview will always produce the same report. With the SwiftCase Document Manager the report is then instantly visible by both other permitted staff and also the client, so, chase calls to find the progress of a report have dropped dramatically.

Results, Return on Investment and Future Plans

  • The intelligent questioning workflow along with smart reporting implemented by SwiftCase, in saving the firm 93% of their staff’s time in producing an expert report, allowed for an increase in turnover, not possible previously.
  • The smart reports’ improved consistency and quality, including removing 100% of spelling and grammar errors led to increased customer satisfaction with the dependability of the reporting. Clients could consistently rely on getting an excellent standard of service.
  • The SwiftCase Document Manager and client portal dramatically reduced the volume of client status update enquiries now clients have access to see how a case is progressing, and also to get extra copies of reports as and when required.
  • Future plans involve adding third-party providers to the system to allow implementation of report recommendations directly with the service providers, adding an extension of the service offer our client.
  • Also,there is a future focus on integration of SwiftCase directly with the firm’s clients management systems, permitting clients to both create and track report requests on their own management system that they use every day.

Results, Return on Investment and Future Plans