Human Service Providers (HSP) provide facility-based, in-home, and community-based services and supports. With COVID-19, HSP staff had to adjust quickly to a new work environment. They have become increasingly mobile and are working from a remote location or home office. A Document Management System (DMS) improves service delivery by making documents available to this new remote workforce where they are increasing communication and operational efficiency.

Data collection requirements for billing, service documentation, reporting, and audit preparation have not changed. Agencies must continue to function and remain in compliance with State rules and regulations. The demands on HSPs require an organized, methodical system for service documentation and document management. Many HSPs are transitioning from paper-based systems to electronic systems.

The right DMS will meet or exceed the needs of HSPs for document access and security while amplifying organizational efficiency. Here are three ways in which document management is improving the way service providers perform their jobs and provide care.

1. Emphasis on Interoperability

Interoperability provides the ability of one system to work with another system. It allows information and data to flow between systems to benefit both back-office staff and the service provider in the field. The focus is on the compatibility of data to make documents available to all staff in a secure environment and reduce duplication of efforts.

A Direct Service Provider (DSP) is responsible for understanding the needs of individuals under their care. Their duties include:

  • Reading and understanding each person’s Individual Service Plan (ISP)
  • Documenting Outcomes and Services for the individual
  • Reporting Unusual Incidents (UI) and Major Unusual Instance (MUI) within the time frames dictated by State Rule
  • Documenting service delivery for billing and payroll
  • Recording service delivery to meet Electronic Visit Verification (EVV) requirements
  • Tracking schedules and shift changes

A key aspect of interoperability is that provider-focused systems are integrated with mobile applications and back-end agency management systems. Adding an integrated document management component can reduce stress and increase efficiency for the Direct Support Professionals (DSP) in the field. A DMS provides timely access to documents remotely in a secure environment.

2. Security and Confidentiality

Security and confidentiality have always been major issues for HSP organizations. HSPs generate and receive a tremendous number of documents containing Protected Health Information (PHI). Due to its sensitive nature, PHI has long been a lucrative target for malicious actors. The FBI warns that medical records are more valuable to hackers than credit card numbers on the black market.

Leading DMS providers are aware of the value and sensitivity 0f PHI. The benefit of a best-practice DMS is a robust security engine, and a powerful user and activity monitoring and recording function. Document processes occur in a digital environment that is constantly measured, monitored, and protected. No manual efforts are required to ensure security and confidentiality. Documents are available to staff electronically when and where they need them and are secured against unauthorized access.

A DMS will further enhance security and confidentiality for HSPs by requiring secure user authentication and encryption at all times. No more worrying about a physical document wandering away, and no more uncertainty about any aspect of a document’s history.

3. Efficiency Improvements

Implementing a DMS designed for HSPs will transform service delivery freeing up remote workers to deliver better and more effective services and supports. With a DMS:

  • Remote workers can access documents electronically in a secure environment based on their security clearance.
  • Documents entered into the system are immediately available to all staff including remote workers.
  • Workflows notify staff that a new document is available and require specific actions to be completed.
  • Incidents such as UIs and MUIs are documented quickly and entered into a workflow for additional action adding a level of compliance that can be verified.
  • Staff experience increased efficiency as they no longer spend time distributing paper documents, tracking down lost documents, and chasing disparate information in different back-end systems.

HSPs and organizations alike benefit from modern document management solutions. These systems are designed to keep mission-critical documents accessible, yet secure, process-ready, and compliant. Contact us at EnnAble Services for more information on how a DMS can help you.