Primary to Imaging to Specialists to Surgery to Rehab – Colleague

Primary Care Provider Visit

  • Primary care provider (PCP) assesses the patient by collecting symptoms, reviewing medical history and conducting an examination.
  • PCP identifies the need for imaging based on the patient’s diagnosis and initiates the referral process.
  • PCP explains the imaging type (e.g., X-ray, CT, MRI) and why it is recommended.
  • PCP enters imaging details, such as type, urgency, clinical notes and preferred location, into the EHR.
  • PCP informs the patient about potential wait times and explains the next steps.

Imaging Referral

  • PCP sends an imaging order via work queues or electronic fax.
  • Imaging team enters information into Cerner, specifying test type, urgency and patient details.
  • Imaging staff review orders for necessary information, including ICD-10 codes.
  • The reviewed order is tagged in Cerner for scheduling.
  • Orders transmitted through Cerner include built-in scheduling questions to guide staff in identifying the appropriate imaging modality and requirements.
  • Provider scheduling teams receive a work list, contact patients to arrange appointments and ensure alignment with the provider’s availability.

Imaging Appointment Scheduling

  • Imaging staff coordinates with PCP office on appointment scheduling using systemspecific tools.
  • For multistep referrals, such as imaging followed by consultation, scheduling staff coordinate with both departments to ensure alignment.
  • Scheduler reviews referral details, patient demographics and information.
  • Scheduling staff use Cerner’s scheduling module, which includes modality-specific questions, to determine availability based on facility resources.
  • Appointment details, including date, time, location and pre-imaging instructions, are logged into Cerner.
  • Patients receive a confirmation email from Mutare or phone call with appointment details, including date, time, location and preparation instructions.
  • Scheduling staff update Cerner to reflect confirmed appointments, making them accessible through the portal.

Imaging Appointment Arrival

  • Patients arrive at the imaging facility and check in for the scheduled procedure.
  • Upon arrival, patients provide identification, confirm appointment details and complete any necessary registration paperwork.
  • Registration staff confirm the appointment in Cerner and update patient records to reflect the upcoming procedure.
  • Patient information is manually updated in Cerner during the check-in process.

Imaging
Appointment

  • Technologist verifies patient’s identity and confirms the imaging order.
  • Technologist explains the procedure, answers questions and ensures the patient’s comfort.
  • Imaging is performed, and the results are uploaded to the imaging system.
  • Patient history is collected and entered into imaging-specific platforms.
  • Captured images are uploaded directly to Philips PACS for storage and radiologist review.
  • Imaging staff log the procedure’s completion in Cerner and ensure results are tagged for interpretation.

Imaging
Review
and Results

  • Technologists access imaging orders in Cerner and reference prior imaging studies in Philips PACS if applicable.
  • Findings are dictated using Dolbey Dictation, and the final report is automatically sent to the referring provider through Cerner.
  • Notify flags critical results in the system, routing them to the ordering provider for immediate action.
  • Radiologist analyzes the results and creates a report.
  • Results and the radiologist’s report are sent to the PCP through the EHR.
  • PCP reviews the results and follows up with the patient as needed.
  • Results are uploaded to Cerner for patient access through the portal.

Specialist Referral

  • During a follow-up appointment or call, PCP discusses imaging results with patient, explaining the necessity of seeing a specialist and outlining the next steps.
  • Referring provider coordinates patient’s transition to specialist care by creating a new referral in TouchWorks.
  • PCP selects the appropriate specialist type (e.g., neurologist, orthopedic surgeon) and enters referral details, including patient history, imaging results and reasons for referral.
  • Referral is either forwarded to the referral management team for processing or sent directly to the specialist’s office depending on the established workflow.
  • Patient leaves PCP’s office with basic information about the referral process, though they may not know the exact specialist or timeline.
  • Supporting documentation, such as imaging reports and patient history, is provided to the specialist for review before the appointment.

Specialist
Appointment

  • Referral team accesses referral in TouchWorks and confirms the referral includes required details, such as imaging results, patient demographics and PCP notes.
  • Any missing or unclear details are clarified with the referring provider.
  • Referral team leverages Phenom algorithms to find compatible and available specialists.
  • Gaps in data are flagged for manual review.
  • Final specialist assignments and justification are tracked and documented in Phenom.
  • Information sent via chatbot is launched by a button in Phenom when an appointment is scheduled.
  • Notifications include a confirmation link, allowing patient to accept or request changes to the appointment.
  • Phenom flags unconfirmed appointments and notifies referral staff.
  • Referral staff manually call the patient, review appointment details and confirm acceptance or reschedule as needed.
  • All follow-up actions are logged in Phenom for record-keeping.
  • Specialist’s office accesses the referral in their EHR system, including patient history, imaging results and PCP notes.
  • Specialist’s office staff may contact the patient for pre-visit requirements, such as completing forms or conducting lab tests.

Specialist
Appointment and Follow-up

  • Specialist reviews the patient’s symptoms, medical history and diagnostic test results (e.g., imaging, labs).
  • Specialist conducts the consultation and enters notes into the EHR.
  • Specialist discusses the diagnosis, surgical options, potential outcomes, risks and benefits.
  • Specialist documents the clinical justification for surgery in the EHR.
  • Referrals for additional pre-operative evaluations (e.g., labs, imaging) are created if required.
  • Communication between specialist and PCP occurs via secure messaging (e.g., Halo), the EHR or a phone call.
  • Appointment status is updated (marked as completed, cancelled or missed) in both TouchWorks and Phenom.
  • PCP is copied on notes from the specialist appointment and continues to track progress through the EHR.
  • Phenom generates a notification 30 days after the scheduled appointment to prompt follow-up.

Scheduling and Surgery Prep

  • Surgeon’s office contacts SMH’s scheduling office via phone or electronic communication.
  • Specialist’s office sends surgery details to the scheduling team, including procedure type and necessary information.
  • Hospital staff and the surgeon’s office use the LeanTaaS IQ tool to view open surgery slots and the surgeon’s allocated block times.
  • Surgeon’s office locks in the surgery time by inputting patient data into the LeanTaaS IQ system.
  • The same data is redundantly entered into the surgeon’s internal system for procedural documentation purposes.
  • Scheduling staff call the patient to propose surgery dates and times.
  • Patient provides availability and confirms the schedule.
  • The surgery date, time and location are finalized and logged into the scheduling system.
  • Confirmation is communicated to the patient, primarily via phone.
  • Patient is informed of required preparations, though written or digital confirmations are not consistently provided.
  • Patient is instructed to complete a history and physical (H&P) exam, usually within 30 days of surgery.
  • H&P exam is conducted, including assessments of vital signs, medical history and current medications.
  • Lab work (e.g., blood tests) and imaging (if needed) are completed and added to the EHR.
  • Instructions regarding fasting, medication adjustments and arrival times are communicated verbally, with limited use of written or digital reminders.
  • Staff access multiple systems, such as TouchWorks and Athena, to gather required data, including history, physical exams and lab results.
  • Surgical team reviews the pre-operative checklist to confirm all evaluations and tests are completed.
  • Staff ensure that all medical clearances, lab results and imaging reports are available in the EHR.
  • Staff contact the patient 1–2 days before surgery to verify medication schedules, fasting requirements and arrival time.
  • Any missing steps or issues are flagged, and the patient is contacted to address them before the surgery.

Surgery

  • Patient arrives at the designated location within the hospital and checks in at the admission desk.

  • Staff validate the patient’s information, review pre-surgical requirements, and direct the patient to the appropriate presurgical area.

  • Patient provides family contact information for updates through the Mutare system.

  • The procedure is performed by the surgeon, with real-time updates provided to family members via the Mutare system or staff communication.

  • Surgical team performs the operation and documents the details in the EHR.

  • Post-surgery, the patient is transferred to the post-anesthesia care unit (PACU) for monitoring and recovery.

  • Providers use the secure messaging platform Halo for communication as needed.

  • Discharge instructions are created using the Cerner patient instruction system, tailored to the patient’s surgery and recovery plan.

  • Specialty team provides the patient with verbal and written recovery instructions, including:

    • Medication use
    • Wound care
    • Activity restrictions

  • Staff schedule follow-up appointments with specialists and other providers as needed, and document these in the EHR.

  • For outpatient surgeries, staff conduct follow-up calls to monitor the patient’s recovery and address any post-operative questions.

  • Calls include reminders for follow-up appointments and guidance on postoperative care.

  • All follow-up interactions are documented to ensure continuity of care and facilitate any necessary escalations.

Referral to
Outpatient
Rehabilitation

  • Specialists create referrals in the EHR, specifying:

    • Type of therapy (e.g., physical or occupational)
    • Frequency of sessions

  • Therapy teams receive referrals from physicians or patients for outpatient services.

  • Electronic referrals are automatically imported into the scheduling system via integrated physician platforms.

  • Paper referrals are scanned and manually entered into the scheduling system.

  • Referral details, such as therapy type and duration, are cross-checked against insurance requirements.

  • Staff reach out to patients to initiate the scheduling process.

  • Staff call patients during business hours using contact numbers provided in the referral.

  • Voicemail messages include instructions to call back and relevant clinic hours.

  • Staff log communication attempts in the scheduling system for tracking.

  • Staff secure an initial appointment for the patient in the scheduling system.

  • Confirmation details, including time, location, and therapist, are shared with the patient.

  • Patients are sent reminders for their scheduled appointments.

  • Automated systems generate reminders 48 hours prior to appointments via email or phone.

  • Reminder content includes appointment date, time, and a checklist of required items (e.g., insurance card, previous reports).

  • Missed appointments trigger manual follow-up calls to reschedule sessions.

  • Future appointments are scheduled based on the treatment plan.

  • Patients confirm or adjust follow-up dates during therapy sessions or subsequent calls.

Outpatient
Rehabilitation
Process

  • Therapists conduct an evaluation of the patient’s condition, mobility, and postsurgical needs.

  • Therapy sessions involve exercises and activities tailored to the patient’s recovery plan.

  • Progress is documented in WebPT and the EHR and shared with the specialist and PCP.

  • Therapists monitor patient progress and adjust the plan as necessary.

  • Updates are communicated through the EHR.

  • The rehabilitation team assesses the patient’s recovery against established benchmarks.

View Technology Map

Step

Technology/Touchpoints
Primary Care Provider Visit

• TouchWorks
Imaging Referral
  • Cerner
  • RightFax
  • TouchWorks
  • Mutare
Imaging Appointment Scheduling
  • Cerner Scheduling Module
  • TouchWorks
  • Mutare
  • Email
  • Phone
Imaging Appointment Arrival
  • Cerner
  • Intellique
  • TeleTracking
Imaging
Appointment
  • Imaging System
    • Philips PACS
    • MagView
    • 3 Mensio
    • Circle Cardiovascular Imaging (cvi42)
    • Syngo.via
    • DynaCAD
  • Cerner
Imaging
Review
and Results
  • Notify
  • Dolbey Dictation
  • Fluency
  • HighIQ
  • MagView
  • Cerner
  • Merge System
  • Philips PACS
  • TouchWorks
  • FollowMyHealth Portal
  • DynaCAD
  • Syngo
  • Syngo.via
  • Syngo Dynamics
  • cvi42
  • 3 mensio
Specialist Referral
  • Cerner
  • Athena
  • Halo Secure Messaging
  • TouchWorks
  • Dinoad
Specialist
Appointment
  • LifeLink Chatbot launched from Phenom
  • Specialist EHR System (Unspecified)
  • Phenom
    • Phenom Analytics Module
    • Phenom Payer Matching Module
    • Phenom Scheduling Module
    • Phenom Notification System
    • Phenom Messaging Interface
  • TouchWorks
Specialist
Appointment and Follow-up
  • Halo Secure Messaging
  • Phenom
  • TouchWorks
  • Phone
Scheduling and Surgery Prep
  • Cerner Millennium Scheduling Module
  • PathNet
  • LeanTaaS IQ
  • TouchWorks
  • Athena
  • Phone
Surgery
  • Cerner Millennium
  • Halo
  • TouchWorks
  • Mutare
  • Cranes (Patient Instruction System)
Referral to
Outpatient
Rehabilitation
  • Cerner
  • Physician Office Systems (Integrated Platforms)
  • TouchWorks
  • Manual Scanning Systems
  • Scheduling System
  • Insurance Verification Tools (Integrated with Scheduling System)
  • WebPT
  • Phone
Outpatient
Rehabilitation
Process
  • Cerner Millennium
  • WebPT

Step

Pain Points
Primary Care Provider Visit
  • PCPs use TouchWorks to enter imaging referrals, but the system does not integrate well with external platforms, requiring additional manual steps for verification.
  • The order dictionary within TouchWorks has several options with different naming conventions depending on location, which can be confusing for staff.
  • Patients and PCPs cannot track the referral’s progress after submission.
  • Referral progress can be viewed within a task log chat feature in TouchWorks. While the flow was standardized in the last two years, there are some inefficiencies with how Cerner and TouchWorks interact.
Imaging Referral
  • Manual entry of faxed imaging orders causes transcription errors and overall inefficiencies.
  • Scheduling staff must manually verify all referral details.
Imaging Appointment Scheduling
  • Complexity of the scheduling system often requires significant expertise to select the appropriate imaging service and resource availability, increasing the risk of scheduling errors or inefficiencies.
  • There is no contact center for the PCP side; current information exists across different sources and systems.
  • Complex systems like Cerner’s scheduling module require extensive training for staff. The scheduling module has over 3,000 possible orderables, making it challenging to navigate without specialized training.
  • Patients are unable to choose convenient times for their appointments, leading to missed appointments or scheduling conflicts.
  • Scheduling relies heavily on phone-based communication with patients which are time-consuming, and missed calls or voicemails prolong the process.
  • Critical details about fasting, attire or medication restrictions are prone to being misunderstood or forgotten because they are provided verbally without written follow-up.
Imaging Appointment Arrival
  • Staff must manually confirm and input appointment details in Cerner at the time of check-in.
  • Manual entry is required for systems like radiology schedules and TeleTracking. These inefficiencies strain staff resources and can result in delays in coordinating patient care.
  • Multiple daily appointment scenarios are managed by a homegrown tool and only utilized by Baylis in Springfield (and utilization is inconsistent). Patients experience issues getting to the appropriate locations for their appointments, and staff are forced to document manually.
Imaging
Appointment No Pain Points
Imaging
Review
and Results
  • HighIQ, Cerner and other systems require duplicate documentation for procedural workflows.
  • The complexity in integrating dictation systems increases operational costs .
  • The absence of integration tools like PowerShare makes external data retrieval time-consuming.
  • The various systems are required based on specific nuances in functionality. No onesize- fits all solution has been identified.
  • Multiple reconstruction tools (e.g., 3 mensio, cvi42) create inefficiencies. Both tools perform similar functions for CT and MRI imaging but are used based on physician preference.
Specialist Referral
  • The manual nature of referral coordination slows down the patient transition process, leading to delays in specialist appointments and potential dissatisfaction among patients .
  • Reliance on multiple specialist groups create scheduling delays.
  • During post-processing, tools like Circle 42 and Dinoad are highly specialized and poorly integrated making care coordination between imaging and specialists more challenging.
  • Providers rely on less efficient communication methods, such as phone calls, instead of secure messaging systems like Halo, which may not be used consistently.
Specialist
Appointment
  • TouchWorks does not integrate with Phenom, necessitating manual transfer of referral data.
  • Referral management staff must manually check for missing or incorrect details, which slows the process and increases the likelihood of errors.
  • Specialist assignments depend on accurate provider preferences and payer compatibility data, but these require frequent manual updates by referral staff that often are incomplete or outdated.
  • Insurance compatibility data in Phenom is not always current, requiring staff to manually verify payer network compatibility, which adds time and increases the likelihood of errors.
  • Scheduling data for specialists is often outdated in Phenom requiring additional follow-ups.
  • Communication with patients relies on fragmented tools, such as phone calls or inconsistent chatbot notifications, leaving patients anxious during the “black hole” waiting period.
  • Texts and emails to patients are frequently undeliverable due to outdated patient information, requiring manual follow-ups by referral staff.
  • Some patients experience technical issues or lack the digital literacy to interact with automated systems effectively.
  • Patients often fail to respond to automated or manual follow-up attempts.
  • Manual handling of pre-visit steps, such as lab work or form submission, increases the likelihood of missed or incomplete preparations.
Specialist
Appointment and Follow-up
  • Disparate EHR systems hinder seamless data sharing between PCPs and specialists.
  • Referral outcomes must be updated separately in TouchWorks and Phenom.
  • PCPs experience delays in receiving specialist notes post-consultation.
  • Inefficient communication delays decision-making and increases the risk of misaligned care strategies.
  • Specialists face delays in accessing external diagnostic results, requiring manual entry or additional communication with external providers. This creates inefficiencies in reviewing patient data.
  • The process of documenting medical necessity for surgery is time-consuming and prone to errors due to reliance on manual entry.
  • Secure messaging tools like Halo rely on both parties actively using the platform, which can delay the exchange of critical information and the ability for real-time collaboration. Inefficiencies arise when providers are slow to check messages or respond.
Scheduling and Surgery Prep
  • Surgeons’ offices must enter the same patient data into both LeanTaaS IQ and their internal systems.
  • Staff must manually input surgery details into the scheduling module, increasing the risk of errors. This labor-intensive process can also delay scheduling timelines.
  • The lack of an integrated scheduling system leads to fragmented communication and repeated manual entry of surgery details.
  • The scheduling team contacts patients via phone to finalize surgery details, which is time-intensive and dependent on patient availability.
  • Chatbots are referenced as available but not effectively integrated into the scheduling process for streamlining patient communication.
  • Patients are informed of surgery details primarily via phone, without automated digital follow-ups or reminders. This limits patient engagement and increases reliance on memory.
  • Hospital staff must manually gather patient records from multiple external systems, like TouchWorks and Athena.
  • H&P scheduling is not automated nor streamlined across departments. Patients must manually schedule H&P exams, often resulting in delays and last-minute adjustments. The scheduling system does not proactively alert or assist staff in managing these appointments.
  • External lab systems are not fully integrated with PathNet.
  • Verbal-only communication creates challenges in ensuring patients retain and follow instructions. Without written or digital reminders, compliance rates are inconsistent.
  • Manual review of pre-operative checklists is time-intensive and prone to oversight.
  • The absence of automated follow-up systems places a heavy burden on staff to contact patients manually.
  • Patients who do not respond to phone calls may miss critical follow-up communications.
Surgery

  • Surgeons’ offices do not consistently provide all necessary presurgical information to the hospital.

  • Patients receive conflicting instructions on when to arrive for surgery.

  • Many providers require significant training to effectively document surgical details in the system.

  • The secure messaging platform (Halo) depends on user engagement, and missed notifications can result in delayed communication between the surgical and recovery teams.

  • Patients unfamiliar with digital platforms rely on paper instructions, which are prone to loss or misunderstanding. Lack of portal usage contributes to incomplete recovery compliance.

  • Generating discharge instructions through Cerner is overly complex.

  • The discharge systems used at the hospital do not offer seamless translation capabilities, making it difficult to provide clear instructions for patients who do not speak English.
Referral to
Outpatient
Rehabilitation

  • Creating referrals involves time-consuming, manual data entry.

  • The only method to coordinate scheduling with patients is via phone, which requires a lot of back and forth to secure appointments.

  • Lack of interoperability between systems (e.g., EHRs, scheduling tools, rehabilitation systems) requires manual intervention to ensure data accuracy and continuity.

  • Different physician offices use various electronic systems, leading to inconsistencies in referral data integration with the hospital scheduling systems.

  • Staff must digitize physical referrals, increasing the time needed to process each referral.

  • Many patients do not recognize the hospital’s phone number or are unavailable during business hours.

  • Verifying insurance eligibility often involves manual steps.

  • Staff must manually align therapist availability with patient preferences, as the system lacks automated real-time updates.

  • The automated system sends reminders that are sometimes mistaken for other healthcare appointments, particularly when patients have multiple engagements. This leads to no-shows or confusion about scheduled times.
Outpatient
Rehabilitation
Process

  • Therapists may face workload constraints or system inefficiencies, delaying recording of final assessments. These delays create bottlenecks in the care continuum.

  • FollowMyHealth is not connected to WebPT. Patients expect to see therapy appointments in the FollowMyHealth portal, but the lack of integration means they must track therapy schedules separately.

  • Staff has to re-register every patient every month based on how Cerner was set up to only allow FIN numbers to be valid for a month. Patient accounts have to be recoded every month, adding to the overall workload.

  • Staff must re-enter patient information into WebPT and Cerner systems due to limited integration.

  • Patients often skip appointments based on scheduling issues and/or the cost of service.

Step

Thinking

Feeling

Quotes
Primary Care Provider Visit

“Further testing is needed to confirm diagnosis and next steps.”

“Hopefully, the patient takes the news well.”

Attentive

Empathetic

 N/A
Imaging Referral

“This process is so tedious.”

“Do I have all the data they need entered?”

Busy

Focused

 N/A
Imaging Appointment Scheduling

“Why is this so complex?”

“Did we get all the information correct?”

“This is the only availability I can find.”

“What all do I need to tell the patient?”

Overwhelmed

Pressured

“Prior auths for high-end imaging and surgeries slow everything down—we need a better way to process them.”

“We fax referrals to different systems. It’s time-consuming and prone to errors.”

“We don’t have a good system for reminding patients they have a scheduled exam.”

“Because we don’t have a way to confirm appointments, we have a huge no-show rate.”

“Prior auths for high-end imaging and surgeries slow everything down—we need a better way to process them.”

“We fax referrals to different systems. It’s time-consuming and prone to errors.”

“Northwestern has done a great job integrating multiple imaging platforms— we should see if they’ve improved since we last checked.”

“If patients could self-schedule their imaging exams, we’d reduce no-shows and improve satisfaction.”

“We just pick the next available appointment and tell that to the office—the patient has no ability to say, ‘Hey, this isn’t going to work for me.”
Imaging Appointment Arrival

“Do I have all their information?”

“I wish we didn’t have to do this all manually when they’ve already provided their info.”

Busy

Focused

 N/A
Imaging
Appointment

“Did I get all the information that’s needed?”

“Should I reassure the patient? What am I OK to tell them?”

Focused

 N/A
Imaging
Review
and Results

“I have to have a million tabs open.”

“Do I need to enter this in again?”

“There has to be a better way.”

Stressed

Frustrated

“We document in four different systems for imaging procedures—regular Cerner, high IQ, RadNet, and our procedure record.”

“We’ve been at an impasse on dictation since February.”

“Our current dictation system is degrading, but we haven’t agreed on a new one, sowe’ve done nothing for almost a year.”
Specialist Referral

“Hope they take the news well.”

“Who is the best doctor for this situation?”

“We need to get all the referral information together.”

Focused

“I’ve had cases where a child with a serious kidney issue needed careful blood pressure monitoring, but that note was lost between scheduling and clinical teams.”

“Springfield Clinic moving off TouchWorks to Athena dramatically impacted the referral process—it used to take a couple of days, now it’s 10-15 days just for a patient to be contacted.”
Specialist
Appointment

“I don’t have all the information.”

“Scheduling is a nightmare.”

Annoyed

“If we had a single EHR system, we wouldn’t have to manually transfer data or print discharge summaries from different platforms.”

“Patients are living in this black hole during that time period, and understandably, they get impatient and start calling.”

“We try to set the expectation up front—‘It’ll likely be a couple of weeks before you hear anything’—but people are nervous and upset.”
Specialist
Appointment and Follow-up

“Why haven’t they responded to my message?”

“This is time-consuming, I don’t have enough hours in the day.”

“Have we still not received all of their information?”

“This will create a delay.”

Busy

Annoyed

“Decatur specialists had an integrated Epic system, then had to switch to Cerner and TouchWorks, and now they might go back to Epic in a few years. It’s a lot of manual work they didn’t have before.”
Scheduling and Surgery Prep

“How quick can I get them in?”

“Do I have all the information?”

“I hope they get everything they need to done.”

Focused

“We have gotten feedback from the surgeon offices that it’s frustrating they have to duplicate work twice.”

“Decatur has a pre-surgery clinic, but for some reason, we were never able to replicate that model here.”

“Probably the biggest win would be eliminating faxing—right now, everything is faxed to us, printed out, and then scanned back into the system.”

“We still have rooms full of charts that we’re filing paper into, only to turn around and scan them into the electronic medical record.”

“I still have capacity, I just don’t have the staff.”

“Right now, only 60% of my OR staff are permanent Memorial Health employees—the rest are agency staff.”
Surgery

“Patient did well.”

“Need to make sure they have all their discharge instructions.”

Positive

Attentive

 N/A
Referral to
Outpatient
Rehabilitation

“This is time-consuming and a mess.”

Frustrated

“We literally register every patient at the beginning of every month.”

“Day one, you register everyone. Day two, you’re probably still registering everyone. Day three, the people who came on the first don’t have to be re-registered again.”
Outpatient
Rehabilitation
Process

“Patient is making good progress.”

“I wish I didn’t have to document later.”

“I need to make sure I remember X.”

Busy

Accomplished

“There’s no automated way to know if a patient went to rehab—we have to rely on follow-up calls. ”

Step

Opportunities
Primary Care Provider Visit
  • Add a simple, manual step for schedulers to confirm referral receipt and status via email or a quick call.
  • Implement a fully integrated system connecting PCP workflows to downstream imaging systems that reduces or eliminates the need for manual intervention.
Imaging Referral
  • Automated fax-to-Cerner integration would eliminate manual data entry.
  • Order completeness checklist in Cerner would flag incomplete or missing order information.
  • Block appointment slots for high-priority referrals.
  • Enable self-scheduling for mammography.
  • Offer print-and-go appointment summary cards.
  • Create a fully integrated digital referral system that connects PCPs to imaging departments. Epic implementation willeventually address this.
  • Implement AI triage to evaluate imaging requests for urgency and modality appropriateness.
Imaging Appointment Scheduling
  • A simplified self-scheduling portal where patients can choose time slots based on their availability will empower patients and reduce the no-show rate.
  • Automate patient reminders using text messages or chatbots with interactive confirmation features.
  • Enable integrations with systems like Mutare to prevent less need to manually input data.
  • Provide schedulers with printed appointment summary templates to share essential information verbally and document key points.
  • Email guidelines with fasting, attire and medicare restrictions should be provided during scheduling or emailed if requested.
  • Reserve a few same-week appointment slots for urgent referrals to prioritize critical cases.
  • After Epic implementation, layer interfaces such as AI chatbots over the phone system to capture information for agents who are taking the phone calls so that all communication is available in one place.
  • A dynamic AI-powered scheduling engine, the system uses machine learning to predict no-shows, optimize time slots and allocate resources, like imaging equipment and staff availability.
  • Use predictive analytics to prioritize referrals based on clinical urgency.
  • Develop a platform that links referrals directly with scheduling systems.
  • Consolidate all patient communications (calls, texts, emails) into one platform.
Imaging Appointment Arrival
  • Enable patients to confirm appointments, upload necessary documents and complete intake forms via the app.
  • Patients could use facial recognition, fingerprint scanning or QR codes via a mobile app to check in, confirm appointments and complete necessary documentation upon arrival.
  • Offer a virtual assistant to guide patients through the check-in and imaging processes.
  • Explore opportunities to optimize how the system processes multiple appointments to reduce confusion for patients and staff at check-in.
Imaging
Appointment

• Imaging technicians can notify PCPs of test completion via a simple email or phone message.
Imaging
Review
and Results
  • Implement a system like PowerShare to better enable quick uploads and downloads of imaging data.
  • Add pre-defined templates to dictation systems for common imaging reports.
  • Dedicate specific time blocks for radiologists to focus on high-priority cases and for PCPs to call patients with imaging results.
  • Use email systems to notify PCPs when results are available in the EHR.
  • Develop a universal imaging data exchange platform for external and internal imaging data integration.
  • Build a fully integrated system combining HighIQ, Cerner and other platforms into one cohesive procedural workflow tool.
  • Integrate AI tools for preliminary image analysis and flagging abnormalities.
  • Explore AI solutions that can allow radiologist to dictate however they want by generating universal templates.
Specialist Referral
  • Implement single sign-on (SSO) with multifactor authentication (MFA).
  • Integrate an automated duplicatechecking module into TouchWorks.
  • Create an automated clipboard process that copies referral details from TouchWorks and populates them into Phenom fields, reducing manual entry time.
  • Establish a 24-hour response guideline for messages sent through Halo.
  • Use predictive analytics to forecast specialist demand based on imaging trends.
  • A unified patient engagement platform would consolidate notifications, scheduling, check-ins, results and followup interactions into a single interface.
  • Consolidate referral and order workflows, integrating duplicate-checking functions for both.
Specialist
Appointment
  • Create a shared referral checklist for staff. The checklist ensures all required referral details are verified before submission to specialists, reducing errors.
  • Build APIs or middleware to synchronize referral data between TouchWorks and Phenom.
  • Enable referral staff to use voice commands to populate fields in Phenom.
  • Use machine learning to refine Phenom’s specialist recommendations.
  • Integrate Phenom with real-time scheduling platforms.
  • Create a simple dashboard summarizing specialist options, ranked by algorithm criteria.
  • Use API integrations to instantly validate insurance network compatibility.
  • Ensure scheduling data in Phenom is updated daily or weekly by automating updates.
  • Provide a scheduling tool that syncs with specialist calendars and patient availability.
  • Create a digital dashboard that can display metrics such as pending tasks, priority referrals and patient follow-ups, enhancing workflow visibility.
  • Set up automated second notifications for unconfirmed appointments.
  • Replace multistep confirmation processes with a single-click option.
  • Provide patients with pre-visit preparation kits. These kits can include forms, FAQs and checklists to ensure patients are fully prepared, reducing no-shows or delays.
Specialist
Appointment and Follow-up
  • Introduce real-time note sharing during specialist visits. This verbal summary ensures patients leave with a clear understanding of the visit, reducing followup questions.
  • Standardize weekly case reviews for high-risk patients. Schedule recurring case review meetings between PCPs and specialists for ongoing, complex cases.
  • Expand telehealth capabilities for specialist consultations.
  • Deploy AI-driven clinical documentation tools. AI-powered tools could suggest and prefill relevant fields based on prior patient history and clinical context, requiring minimal input from specialists.
  • Use APIs to connect Cerner Millennium with external diagnostic platforms.
  • Expand secure communication channels to include mobile app messaging.
  • Enable real-time provider collaboration via teleconferencing.
  • Create a digital tool that maps out the entire patient journey from surgery to rehabilitation.
  • Consolidate referral and appointment data into a single dashboard for PCPs.
Scheduling and Surgery Prep
  • Create pre-filled templates for common surgeries in LeanTaaS IQ to reduce redundant data entry.
  • Fully integrate LeanTaaS IQ with external EHRs to eliminate redundant data entry.
  • Establish a secure, shared portal for surgeons’ offices to upload presurgical documents directly into the hospital’s system.
  • An AI tool could automatically retrieve, consolidate, and verify patient history, lab results, and other critical data across TouchWorks, Athena, and Cerner.
  • Establish a regional surgery scheduling system that connects hospitals and external clinics.
  • Use automated text messaging to confirm patient arrival times and other surgery details.
  • Create a shared spreadsheet for tracking diagnostic orders.
  • Use AI to prioritize and triage H&P appointment requests.
  • Deploy a real-time lab and imaging tracking system.
  • Create a patient-facing mobile app for preoperative instructions.
  • Designate specific time blocks for making follow-up calls to patients.
  • Use AI to monitor and verify the completion of pre-operative tasks.
  • Introduce virtual assistants for patient follow-ups.
  • Transition to omnichannel patient communication.
Surgery

  • Create a centralized communication platform for all presurgical contacts. Expand Mutare’s functionality to provide real-time updates on expected surgery start times and delays.

  • Establish a policy for team leads to review unread messages and reassign or escalate as necessary.

  • Use AI to transcribe and structure surgical details directly into the EHR during documentation.

  • Integrate EHR data and messaging platforms like Halo into a single interface.

  • Use visual aids (e.g., diagrams, charts) to clarify recovery instructions in the discharge packet.

  • Providers or staff confirm patient availability and schedule the next appointment in person, avoiding delays or missed communications.

  • Implement AI-driven chatbots to manage appointment scheduling and rescheduling.

  • Create a centralized command center to monitor and manage the entire surgical journey in real-time.
Referral to
Outpatient
Rehabilitation

  • Install self-service scanning kiosks at referral intake points.

  • Allow patients to schedule a callback time through an automated system.

  • Implement an auto-log feature for patient communication attempts in the scheduling system.

  • Allow patients to customize their reminder preferences, including frequency and format (text, email, or call).

  • Sync therapy appointments with FollowMyHealth for unified scheduling.

  • Enable rescheduling through text messages for missed appointments.

  • Create a patient-facing portal that integrates scheduling, therapy details, and session feedback.

  • Add a referral confirmation stamp or label to physical paperwork given to patients.

  • Provide a one-page guide outlining the steps for scheduling therapy sessions, including FAQ.
Outpatient
Rehabilitation
Process

  • Create a checklist outlining therapy milestones tailored to the patient’s recovery plan.

  • Leverage AI for insurance verification, submitted to insurance companies to get authorizations. Currently, this is a manual and repetitive data entry process across 25+ sites that creates greater workloads and is prone to errors that can affect patient insurance reimbursement/billing.

  • Send post-rehabilitation feedback forms to patients.

  • Develop a dashboard that predicts recovery trajectories based on patient data.

  • Create online or chatbot-based rescheduling options to reduce the barriers to reschedule appointments.

  • Ensure the Epic build-out considers services that recur beyond 30-day treatment schedules in how the FIN logic is built out. Additionally, ensure automated solutions are in place for when new FIN numbers for recurring patients are needed.
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