Utilizing Technology as a Differentiator: A Chat with Recover Health’s John Fraser
We caught up with Recover Health’s Chief Information Officer, John Fraser, to learn about the various technological investments the organization of approximately 1,500 employees has made to improve efficiencies, reduce staff stress, and improve client care.
Here are some of his insights:
Before you started working at Recover Health, had you worked in the home health industry?
Before starting at Recover Health 18 months ago, I worked with another home health care agency. Prior to that, I was in financial services, and before that, I was in manufacturing. It’s been a fun transition because when I think of technology advancement, manufacturing has always been about ten years ahead of financial services, and financial services have always been about ten years ahead of health care. So the past 20 years of my expertise has been really, really fun because I’ve been able to apply some of the same technologies that manufacturing was using in the ‘90s and 2000s to financial services and now to health care in the 2020 era. It’s fun to see the synergy between those industries. At the end of the day, you still need to interface with clients; you still need to have things completed efficiently; you need to document your processes. There are a lot of common themes you can take from one industry and apply to another.
Tell me about advancements in technology at Recover Health.
Our advancements in technology started many years before I got here. Probably the most noteworthy would be investments in both time and energy, co-developing our electronic medical record product. It is the primary platform we use to document our client visits as well as do our billing for those visits.
How do your technology enhancements improve the care for clients?
We have created efficiencies in as many ways as possible for our clinicians so that they can spend more time assessing and promoting well-being for our clients. Our clinicians use iPads connected in real-time. So, we know when a visit begins and ends, and all the data is synchronized in real-time. For example, 5 minutes after that visit has been completed—whether it’s the clinical manager in the back office or another clinician who is going to see that client for a different discipline later that day—staff has immediate access to the data. This clearly helps the health and well-being of the client. Real-time care coordination helps us to make sure we always have the latest information about that client.
How does this new technology impact morale and retention?
We are leveraging some of the newer technologies, particularly audio and visual through Microsoft Teams, and our new platform called Recover Health Knowledge Base is really focused on training our staff from anywhere. We have 30 offices across six states, and most of our employees are not based in our offices—they are caring for people in the community. We use iPads, for example, to host our nursing meetings. We can engage our employees at any time, wherever they happen to be. With Knowledge Base, we have leveraged technology and created a world-class on-boarding experience for our clinicians. This helps new clinicians learn the Recover Health way. Knowledge Base is a real-time, online platform that provides step by step guidance for the first 3 to 4 months of a new employee’s training and on-boarding and ongoing process change for existing staff.
Where do you see the relationship between technology and the home health industry going in the future?
A more significant reliance on technology is the future for anyone in home health care. Recover Health, especially over the past 12 months, has been very forward-thinking and willing to invest in technology. We’re pushing ahead, have built the foundation, and now have transitioned to a model where we are developing our own technology.
Utilizing technology as a differentiator, it’s clear there are numerous ways Recover Health is approaching and embracing technological innovation and distinguishing itself as a leader within the industry.