Location: Albuquerque, New Mexico, United States
Key Challenges: To provide an accessible, single source of data across a national enterprise
What they needed: Real-time, dynamic reporting for clients
About Sun Healthcare Group
Founded in September 1989, Sun Healthcare Group is a long-term care provider operating long-term and post-acute facilities in various states. The Company provides therapy, pharmacy, home care and other services for the healthcare industry.
Sun Healthcare Group, Inc. (SHG) is a leading U.S. healthcare provider, delivering healthcare products and services to thousands of people every day. Established in 1989, Sun and its subsidiaries now employ approximately 29,000 people in 46 states. Their focus is on the delivery of quality care in safe and comfortable environments that oﬀer peace of mind and support for patients, residents and their families. Maintaining this focus has not always been easy. In recent years the industry has been plagued by rising costs, reduced reimbursements, and regulatory changes. This requires creative solutions to not only maintain the focus on patient care but to uncover the efciencies needed to remain competitive and proftable in this environment.
For SHG, technology solutions were the obvious answer, but identifying the right solution provider was not so apparent. It’s a risky proposition, and even the most rigorous selection process may not reveal vendors who are unable to deliver on their promise, as SHG discovered. To correct this, Kim Mukai, manager of business intelligence, and her team at SHG renewed their search for a true solution that could consolidate their information systems in a highly accessible, single point of access.
Prior to dashboards, information exchange processes at SHG were very manual and decentralized. For instance, getting daily numbers such as the customer base or admissions would require a regional employee to call each center and have them compile and email the metrics manually each day. These numbers would then roll up to divisional and finally to corporate stakeholders. Jumping ahead to their present day, dashboard reality, they now have instant access to this information, in real-time, with the click of a mouse.
But this was not the most compelling need for dashboards. For Ms. Mukai, the more serious problem was the lack of an enterprise-wide, single version of the truth. Ms. Mukai explained how diﬀerent stakeholders would generate their own reports with diﬀerent conclusions. She said, “Quarterly reports involved a lot of people working really hard, but not very efficiently. Each stakeholder was using Excel to do their own data manipulations but the numbers wouldn’t match up. Correcting the discrepancies meant going back to gather all the different data points from the diﬀerent operational teams, which has taken huge amounts of time.”
SHG had evaluated other business intelligence products and vendors and did not find the right solution. They had 3 primary requirements. 1) It had to be accessible to all levels of the organization. 2) It had to be scalable enough to meet the changing needs of the business.
“The dashboards give all levels of the Sunbridge organization the information they want very quickly.”
“The primary goal was to consolidate all of the information in our data warehouse and present it on highly visual landing pages.”
“They can see the information with the click of a mouse. For us, that is huge. It means we don’t have to impact the nursing centers with too many administrative functions”
– Kim Mukai,
Manager of Business Intelligence, Sun Health Care Group
3) It had to be within budget. The goal was to provide information quickly to those who have direct influence on the results at all levels of the organization.
Ms. Mukai explained that, “The primary solution was to consolidate all of the information in our data warehouse and present it on highly visual landing pages.” Dashboards are being used on an enterprise level in four operational areas – employee relations, quality care, business results, and revenue enhancements. The end users include nursing home administrators, business office managers, the director of nurses, executives, management teams, and business development teams across the country. All users access the dashboards remotely, through the company intranet so everyone is always working from the same page.
Ms. Mukai explained what the solution has meant for her organization. She said, “From an operational perspective the dashboards give all levels of the organization the information they want very quickly. They can see the information with the click of a mouse. For us, that is huge. It means we can minimize the impact on the nursing centers and assist with streamling information ﬂow.”
Ms. Mukai then spoke about how she saw the solution extending into the future. She said, “We are looking at consolidating information from all of the subsidiaries so we can show the impacts on various lines of business. We see the dashboards becoming the go to place for a high level view of operational synergies.” They also plan to use the mobile features so their managers across the country have on the go access to the operational metrics they need for the properties they are responsible for.
- Creates efficiencies so organization can focus on mission.
- Instant access for stakeholders anytime, anywhere.
- Consolidated, single point of access, points everyone in the same direction.
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