Florida Hospital Medical Group is utilizing Interact to enhance the quality and consistency of patient care via improved employee engagement, collaboration, and knowledge sharing.
Key US-Government-driven healthcare initiatives, including Meaningful Use 2, require hospitals to demonstrate new levels of quality and consistency across the patient care continuum. This is the key focus at Florida Hospital Medical Group (FHMG), Florida’s leading care provider and a member of the Adventist Health System, which is the nation’s largest protestant healthcare provider (with 43 hospitals in 10 states).
At FHMG, 500 board-certified physicians and 1,500 support staff deliver medical care services for more than a million patients every year. The organization, which is the largest provider of healthcare services in Central Florida, will soon be active in six counties – covering Florida almost from coast to coast. Locally, the group enjoys an unparalleled reputation for excellence across all of its 40 specialties.
One of the keys to FHMG’s ability to deliver world-class care is its ongoing investment in training and internal communications technologies. Cassie Gordon, Marketing Coordinator, FHMG, says, “To deliver the best care for our patients, we need to make sure that all our people feel part of the same organization and the same mission, and that all the resources and support they need are readily available. That means bringing people together across all of our departments and teams, which are spread across nine hospitals and multiple office locations.”
To deliver this vision for staff unity, empowerment, and world-class care, FHMG needed to replace its outdated legacy intranet platform, which was holding the organization back. “The old system wasn’t a go-to resource for anyone,” says Cassie. “A lot of the content was out of date, and there was no search functionality whatsoever. Upgrading wasn’t an option – it was absolutely necessary for us.”
After evaluating a number of intranet platforms, FHMG chose to replace its legacy system with Interact’s healthcare focused intranet technology. “We wrote a wish list for the new intranet, which included everything from a People Directory, to intuitive search and social networking tools,” says Cassie. “When we checked our wish list against our shortlisted intranet vendors, Interact was the only system that met our requirements. We were super-impressed that all of the social and collaboration tools we needed came out of the box, as standard.”
Security is a critical consideration at FHMG, and yet another reason why Interact met the hospital’s needs. “To keep our facilities and systems secure, we give our end users a new pass every 90 days,” says Cassie. “The fact that the Interact platform integrates seamlessly with Microsoft Active Directory makes this really easy, and it was another reason why decided to implement Interact instead of competing technologies.”
Once Interact had been approved for deployment, FHMG rolled out a training program for designated content owners across the group. “We trained 80 content owners to look after their areas of the site, which has transformed the intranet,” says Cassie. “Content is always relevant, accurate and up to date, and it’s now a go-to resource for our teams.”
Since deploying Interact, FHMG has furthered its goal to create a focused, cohesive organization, with everyone working together to deliver the best possible outcomes for patients.
“There are a number of features in Interact that help us to engage employees in our mission and vision,” says Cassie. “We now have photo galleries on our homepage, for example, that show how team members have been helping patients, or raising funds for good causes,” she adds. “It’s an extremely popular feature and we have lots of team members leaving positive comments for their colleagues and asking questions about how they can get involved.”
“When we checked our wish list against our shortlisted intranet vendors, Interact was the only system that met our requirements out of the box.”
Cassie Gordon, Marketing Coordinator, FHMG
To support knowledge sharing and deliver consistently great care for patients, 28 teams have created shared workspaces on the Intranet. “Interact Teams has been a great success story for us,” says Cassie. “Members of the Office Managers team, for example, are sharing their tips and tricks and best practices, helping Office Managers in other areas of the organization to work faster and smarter – and to improve the service experience for patients. At the same time, our Clinical Excellence Team relies heavily on Interact Teams to administer our annual flu shots campaign and to support its continual learning programs, which are essential for delivering great quality patient care.”
With Interact, administrative and clinical staff can search for, and find, critical documentation more quickly, freeing time for activities that directly benefit patients. “With the old system, you had to know where things were or find someone who did,” says Cassie. “Now, Interact Search makes finding the right documents and resources much faster and easier, which saves us all time and enables us to focus on our core tasks. For clinicians, that means spending more time with patients, which positively impacts the quality of care we provide.”
The internal comms team is currently providing guidance and training for the group’s 80 content owners, which will further improve employees’ intranet search experience. “Once content owners get used to attaching keywords to their content, we will be able to find documents and resources even faster, and we’ll save even more time,” says Cassie.
The FHMG Compliance Team uses its departmental site to further the compliance agenda at the hospital and to keep staff informed of any changes that may affect them or their patients.
“The Compliance Team uses Interact to publish a quarterly compliance newsletter, letting staff know about any important changes,” says Cassie. “In addition, Interact provides compliance guidelines, and contact details for compliance team members, who are always available to answer team members’ specific questions or concerns.”
“The Compliance Team uses Interact to publish a quarterly compliance newsletter, letting staff know about any changes... With Interact, it’s even easier to keep our people and processes compliant.”
Cassie Gordon, Marketing Coordinator, FHMG
These features ensure that all teams and departments work in a compliant way as healthcare regulations change and evolve. “We have always been a leader in terms of regulatory compliance, which feeds directly into the quality and consistency of the care we deliver,” says Cassie. “With Interact, it’s even easier to keep our people and processes compliant.”
In particular, the Interact Mandatory Reads feature helps FHMG to meet its compliance objectives in terms of employee communications. “Every year, all of our employees have to confirm that they have read our employee handbook, which contains important guidance and safety information,” says Cassie. “With Mandatory Reads, getting that confirmation is fast and easy – freeing us to focus on more value-added tasks.”
The FHMG internal comms team is continually improving the intranet for employees using the Interact Analytics feature. “We can see what employees are searching for on the intranet, and the pages they visit most,” says Cassie. “Using this insight, we can put the information people want right on the homepage so they can reach it with a single click, whether it’s information on our free flu shots for employees, or how to qualify for credits with our healthy living program.”
“Our Clinical Excellence Team relies heavily on Interact Teams to administer our annual flu shots campaign and to support its continual learning programs.”
Cassie Gordon, Marketing Coordinator, FHMG
FHMG is a member of the Adventist Health System, which runs 43 hospitals in 10 states, delivering world-class medical care across 40 specialties.
Locations: North America
The organization needed to replace its legacy intranet system, which was unable to bring together employees and teams, or to provide the information and resources staff need to work efficiently and deliver the best patient care.
FHMG chose to deploy Interact’s healthcare-focused intranet technology, which provides all the intranet features healthcare organizations need out of the box.