Consider Web-hosted software that eliminates the need to invest in, deploy, and maintain on-site IT infrastructure.

All of us are far too familiar with the intensity of paperwork in the health care industry. There are endless piles of documents that need to be filled out, signed, corrected, authorized, and sent within a specific window of time for final approval. Within the industry, fax machines are abundant, snail mail is still commonplace, and hand delivery—the so-called sneaker patrol—is regularly used.

Many HMEs, home health agencies (HHAs), and physicians have taken steps to improve existing manual and hard-copy intensive processes. In addition to deploying new billing and practice management systems, many have invested in fax server solutions, document management systems (DMS), or both. Most of those who have made these investments report good results.

DMS, which convert paper to images, have reduced storage requirements and related costs. Fax server solutions have eliminated a number of manual steps involved in sending and receiving documents to and from physicians. Both have improved back-office productivity to a certain extent.

On the other hand, companies and physician offices that have started to utilize a DMS or fax server solution have described an array of hurdles such as:

• significant upfront investments prior to deployment;
• difficulty in tracking the status of forms and supporting documents;
• significant training for staff and customers;
• manual interventions required; and,
• limited authentication capabilities for trusted documents, which could affect compliance.

THE GOOD NEWS

There are several emerging, proven solutions that apply the latest technology to better manage and enable the efficient exchange of information across the industry. These systems are essentially creating instant electronic "chains of trust" between HMEs, HHAs, physicians, and other industry participants that are faster and more secure than traditional methods currently in use. They are not only generating much better results in terms of document turnaround time, but they are taking the industry further toward eliminating the need for hard-copy forms and documentation altogether. Sounds dubious, but just think of the last time you were issued a paper ticket by an airline or travel agent. What about getting your actual cancelled checks back in the mail or, for some of us, actually writing a check.

Yes, eliminating or at least reducing paper is still a journey. But it is no longer just a myth, and there are solutions that can be deployed right now to accelerate the process across the health care industry.

NEW TECHNOLOGY

You may have heard about one of the next generation workflow tools when you were considering purchasing one of the existing DMS or fax server solutions. The newer alternative is known as software as a service (SaaS). Put simply, SaaS is a Web-hosted solution offered by an application service provider. SaaS eliminates the need to invest in, deploy, and maintain on-site IT infrastructure and typically follows a pay-as-you-go subscription pricing or other user-based flexible pricing plans. It can be deployed quickly, offering a fast way to standardize processes across an organization, and puts the onus of upgrades, updates, and backup systems on the vendor.

The only real resistance to adopting SaaS to date has been the fear of losing control over a process. Over time, however, and with the tremendous advances in Web-based security, resistance is dwindling and first-hand experience is driving greater comfort levels. Further, many companies that have been using a SaaS are reporting much greater efficiency and significant productivity improvements on a number of fronts.

REAL BENEFITS

In 2006, American HomePatient Inc started using the Inscrybe™ Healthcare Web-based enterprise-class SaaS platform from Authentidate. It began by implementing the electronic certificate of medical necessity (eCMN) module across all of its billing centers and at 250-plus branch locations nationwide. American HomePatient also signed up for a new eOrder module.

As stated by Doug Gouy, senior vice president of revenue management at American HomePatient Inc, several months ago, "We are realizing significant operational efficiencies as a result of deploying eCMN capabilities. We have seen a 65% reduction in turnaround time of documents processed by physician offices, a significant reduction in unbilled dollars, and a marked improvement in internal document processing throughput."

Better, new, and improved SaaS back-office systems and service choices are abundant. The question comes down to how to select or distinguish the superior solution from the rest.

• Ensure the SaaS is Web-hosted to avoid significant upfront investments, maintenance, or future upgrades.
• Interoperability is key. You don't want to discard the systems your company has already put in place. Programs should work together.
• The system should mimic or allow for improvement in current processes to facilitate implementation. It should also be as intuitive as tracking the status of a shipment online.
• The technology should be able to process coded information and free-form data, whether or not it is sent via fax or over the Web.
• Process controls and central views of activity should be available so fear of losing control is avoided.
• Trusted content authentication and electronic signature capabilities should be embedded in the application to build system confidence.

Joan Rothman is vice president of marketing for Authentidate Holding Corp, Berkeley Heights, NJ.