Psicon’s MHS Integration for Healthcare Excellence
In the ever-evolving landscape of healthcare, operational excellence is paramount. Psicon, a leading provider of neurodevelopmental healthcare services in the UK, embarked on a transformative journey to enhance their operational efficiency and improve patient care. This blog explores how Psicon’s integration of MHS Solutions revolutionized their processes and set a new standard for healthcare excellence.
The Quest for Operational Efficiency
Founded in 1998, Psicon has grown to become one of the UK’s largest providers of neurodevelopmental healthcare services. Specializing in diagnostic assessments and support for conditions such as Autism, ADHD, and mental well-being, Psicon’s multidisciplinary team includes clinical psychologists, psychiatrists, pediatricians, and therapists. Despite their success, Psicon faced significant challenges with their manual referral process, which was inefficient and time-consuming.
Psicon’s existing referral process required clinical staff to log into multiple portals, including the MHS Online Assessment Center+ (MAC+) portal, to generate assessment links and reports. As Psicon continued to grow and scale, this manual process was prone to errors and consumed a significant amount of time, delaying patient care and creating inconsistent user experiences. Recognizing the need for automation, Psicon sought MHS’ help to integrate their assessments into Salesforce, aiming to streamline data management and enhance decision-making efficiency. MHS has integration solutions available for major systems including Epic and Dynamics 365, as well as solutions for smaller purpose-built platforms.
Initially, Psicon aimed to automate the creation and management of assessment links for Conners 4th Edition™ (Conners 4®). However, after thorough clinical and technical discoveries, they recognized the potential of MHS’ integration capabilities and decided to enhance their existing workflows with additional integrated solutions. This included the Conners Adult ADHD Rating Scales™ 2nd Edition (CAARS™ 2) and the Autism Spectrum Rating Scales™ (ASRS®), along with automations to notify users once assessments were completed and ready for review.
Ensuring a consistent user experience that seamlessly integrated with their existing systems was a priority for Psicon. They needed a solution that would fit into their current workflow without disrupting operations. By reducing the manual workload on their assistant psychologists, Psicon aimed to improve operational efficiency and focus more on patient care, supporting their rapid growth.
A Collaborative Approach to Healthcare Automation
MHS provided a comprehensive solution that included the seamless integration of Conners 4, CAARS 2, and ASRS assessments through the MHS Insights App for Salesforce. The implementation process was collaborative, involving multiple phases such as discovery, clinical consultation, project management, and technical support.
The discovery phase was crucial in setting the foundation for the project. Psicon appreciated the structured approach, which included initial consultations and both clinical and technical discovery sessions. These meetings were instrumental in understanding the specific needs and challenges of the organization. Having clinical expertise on the MHS team was particularly beneficial, as it ensured a deep understanding of Psicon’s clinical and operational requirements.
Effective communication was a key factor in successfully implementing the MHS solution. Psicon found the team’s project update meetings and regular email communication to be very effective. These meetings ensured all stakeholders were aligned and any issues were promptly addressed. Training and change management were handled efficiently, with Psicon’s staff adapting well to the new system. The assistant psychologists and administrative teams found the new processes straightforward and appreciated the efficiency improvements.
Transformative Results: Psicon’s Success with the MHS Insights App
The partnership between MHS and Psicon resulted in significant improvements in operational efficiency and client care. After one month of implementing the MHS Insights App solution, Psicon completed 771 assessments using the solution, experiencing a significant difference in their operations.
- Increased Efficiency in Data Gathering: The implementation of the MHS Insights App solution led to a dramatic reduction in the average time for assessment completion, shrinking from 9 days to just 1.5 days. This 85% improvement in efficiency allowed Psicon to serve more patients quickly and with greater diagnostic accuracy, addressing the growing demand for mental health services.
- Improved Communication and Self-Service: Automatic responses sent to clients once assessments were completed reduced follow-up phone calls, which had become a major pain point for Psicon’s administration team. The cost savings from not needing to hire additional staff were massive, allowing Psicon to invest in their clinical services. Clients received immediate feedback when their assessments were completed, improving satisfaction and reducing the workload for administrative staff.
- Time Savings: By switching to quarterly invoicing based on assessment usage, Psicon’s administration teams no longer faced delays in uploading reports due to account balance top-ups. This change saved significant time and allowed the teams to focus on delivering enhanced customer service. During the pilot phase and the month since full adoption, Psicon saved nearly 400 hours of administration time, extending their support and reach within the community.
- Operational Impact: The integration and partnership between MHS and Psicon had a profound operational impact. The team at Psicon estimates an initial saving of administration resources of approximately 30 minutes per referral so far. “This time includes generating assessment links, sending the links, chasing, and uploading,” says a member of the Psicon team. This efficiency allowed Psicon to manage a higher volume of referrals with greater accuracy and speed, ultimately leading to better patient outcomes.
- Enhanced Patient and Clinician Experience: Initial feedback from both patients and clinicians was overwhelmingly positive. Patients appreciated the faster and more efficient service, while clinicians benefited from reduced administrative burdens, allowing them to focus more on patient care. The streamlined process led to positive feedback and a higher level of satisfaction among all stakeholders.
The Power of Behavioral Health Science and Automation to Transform the Patient Experience
The partnership between Psicon and MHS has proven to be a transformative journey, significantly enhancing operational efficiency and patient care. By integrating the MHS Insights App into its existing systems, Psicon successfully automated its referral process, reduced administrative burdens, and improved both patient and clinician experiences. This solution allowed Psicon to manage a higher volume of referrals with greater accuracy and speed, ultimately leading to better patient outcomes.
Looking ahead, Psicon plans to implement an auto-triage system to further streamline the referral process. This innovative system will automatically triage straightforward cases, allowing clinicians to focus on more complex cases. By handling approximately 50% of all referrals automatically, this system is expected to further enhance efficiency and scalability, positioning Psicon to meet the growing demand for its services.
The success of this implementation underscores the importance of leveraging advanced healthcare solutions to close operational gaps and improve patient care. Psicon’s experience demonstrates how thoughtful integration, and automation can significantly improve service delivery, operational efficiency, and overall patient satisfaction. As Psicon continues to innovate and adapt, they are well-positioned to provide high-quality care to an even larger patient population, ensuring a supportive environment where everyone can thrive.
Have questions or want to learn more? Get in touch with a member of our team today!
