June 2013, Holy Cross Hospital in Fort Lauderdale went live with a fully integrated approach to care that enables us to know where patients are throughout the hospital at all times. As opposed to a clinical documentation system, the “iCare” system coordinates the care of patients during their hospital stay and improves efficiency for all.At its most basic, iCare is a patient GPS. But that does not begin to explain its benefits. It has changed our culture for the better in complex ways:
• redesigned the flow of how patients, physicians, information and resources move through our system;
• improved our quality and service, revolutionizing the way in which we track and obtain quality and service data in real 
time; and
time; and• created a collaborative, seamless transition in the care delivery process.
We first partnered with Care Logistics in 2011 to begin what would be a total change in how we do business. As the technological planning began, we began to prepare our physicians and associates for what would be a major mindset change. The weekly newsletter contained articles, the oncoming changes were discussed in staff and leadership meetings and champions were identified and educated so that they could explain the system to their peers.
We no longer have charge nurses after combining their duties with those of case management nurses into the new position of clinical care coordinator. Like air traffic controllers, HUB (clinical care coordination center) clinical care coordinators man the “hub.”
Display boards help provide visibility for the whole hospital by detailing what beds are being used, what patients are nearing discharge, where patients are in their plan of care, what patients need to be admitted, etc. In addition, iCare technology provides us with real time quality data and information so that we can make changes as situations occur.
With the increased visibility iCare affords, clinical care coordinators can prioritize inpatient service demands and manage a complex service requirement itinerary. For example, radiology no longer worries about scheduling as order organizers, who are also located in the HUB, route patients for maximum efficiency.
In another example, through the iCare technology, as soon as a patient leaves a room, transportation and environmental services are notified in real time. The system has eliminated departmental silos to truly integrate care.
The system also monitors key performance indicators, which provides us with tools to improve our operating procedures. We have standardized processes for 34 different hospital areas. To accomplish that, we consulted Associates on the front lines to ask, among other questions, “What exact steps do you follow to admit a patient?” and “How do you bring someone into radiology?” There may have been four or five different ways a task was performed and, with the assistance of Care Logistics, we could identify and institute best practices.
With metrics at our fingertips that we never had before, we are constantly uncovering new opportunities and updating the system.
Patients also utilize the system by staying informed of their schedules. Minimized wait times and reduced lengths of stay have led to increased patient satisfaction. In fact, at the time of admission, patients and their families are given an approximate discharge date.
In this patient-centered integrated approach, iCare has improved clinical and quality outcomes, improved resource utilization, reduced non-value added work and defined highly reliable processes for a high-performing workforce. It has also enhanced communication and improved relationships between all departments by fostering collaboration and cooperation.
Through this state-of-the-art technology, we have redefined what it means to deliver safe, high-quality care.
