KPS product ensures IU Health representatives provide patients with quality and timely information - Case Study - Knowledge Powered Solutions (KPS)

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Indiana University Health representatives provide patients with quality and timely information

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Knowledge Management tool significantly improves both quality and service provided to patients

Indiana University Health Patient Access Center

The IConnect Patient Access Center within Indiana University Health, serves as IU Health Physicians central service center and is a key source of general health and clinical program information and support for the organization. Highly trained service centre staff Staff provide support for patients and provide direct phone support for primary and/or specialty clinical operations. Duties are wide ranging, including reviewing health information via Electronic Medical Record (EMR), scheduling appointments, registering patients to requesting medication refills, correspondence with clinical staff through message center, and providing general triage support.


Drivers for a Knowledge Management System

The need to provide immediate resolution to a customer’s needs requires instant access to a number of systems and, importantly, up to date clinic and physician information. Empowering the representatives with the information they needed, in the most efficient and effective way would maintain a high level of professionalism and continue to increase the quality of service. These were the key drivers for the selection of a knowledge management tool.


Why IU Health selected KPS Universal Knowledge

Universal knowledge, a KPS knowledge management solution, was chosen due to its ability to capture and maintain up to date information, with a powerful natural language search and fragment technology enabling representatives to find up to date clinic and physician information at the touch of a button. This information could be found and utilised within seconds. Being able to migrate the existing information from an in house system and supplement this with additional information quickly and easily through in built templates, was also a key benefit.


Leveraging Existing Information

Universal Knowledge’s ability to capture information previously held in an in house SharePoint repository meant that all existing information could easily be leveraged, with minimal set up time. Longer documents did not require any rework as Universal presents the best matching ‘fragments’ of each document at the point of search, again significantly reducing deployment times. Before IU Health had Universal Knowledge, representatives had to login to SharePoint, locate the correct document and then scroll through the document to find the answer. Now users simply ask a question and Universal Knowledge will return the answer immediately, saving valuable time when dealing with patients.


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