Story Category: Healthcare

Health Partners

1,800 physicians. 1.2 million patients. And 90 locations across six states. With a business this size, HealthPartners can’t afford to be in the dark about their facilities. As one of the largest healthcare and insurance providers in the Midwest, they rely on precise facility information to keep operations running. This data is the backbone of critical functions across the organization – it supports everything from life safety and fire code compliance to preventive maintenance.

The wrong information, or the lack of information, can negatively impact care across the entire network. Which is why an integrated workplace management system (IWMS), like FM:Systems, is integral to the organization’s success.

Lost in translation.

HealthPartners adopted FM:Systems four years ago. In 2016, the organization reached out to Rhonda Rezac, Business Analyst with RSP i_SPACE, to bring four of their Wisconsin clinics online.

Rhonda began the project as she always does: by getting to know key stakeholders, learning about the organization and their IT structure, and determining the best path forward. But, when the implementation process started to stall, Rhonda realized something was getting lost in translation with IT.

“The software implementation wasn’t moving forward as usual,” Rhonda said. “I kept asking questions and trying to communicate with different people in IT, but my requests kept falling through.”

“I couldn’t find the right person to help, and the HealthPartners team didn’t understand what wasn’t working,” she added.

When the implementation process started to stall, Rhonda realized something was getting lost in translation with IT.

This led to confusion, frustration and, ultimately, budget and schedule concerns. To get the project back on track, Rhonda needed an ally – an application manager – who could master the trifecta of IT, HealthPartners and FM:Systems. Someone who could translate requests and bridge the gap to ensure expectations were being set, communicated and met.

Learning how to “speak IT.”

Enter Chris Jones, an application analyst and developer at HealthPartners, who joined the team as a project manager. After a few conversations with both Rhonda and the HealthPartners team, he got to the heart of the problem.

“Software development is sometimes like having a house with multiple owners who don’t talk with each other,” Chris said. “One person is painting a wall blue, while another is ripping it down. Other people are adding furniture with completely different styles in mind.”

To add to the challenge, HealthPartners’ IT department is huge – over 800 people – and no one had been assigned to the project. So Rhonda’s requests were getting shuffled from person to person and, eventually, lost.

“Our internal project management team didn’t ‘speak IT’ either,” Chris added, “so they didn’t understand what was going wrong.”

Part of the problem is that IT specialists are typically system experts, not software experts, Chris explained. So, not only was the IT department at HealthPartners unfamiliar with how FM:Systems worked, but they also didn’t fully understand the application’s value to the organization – what it was doing, and why it was important.

“In reality, working with IT is like going to the doctor,” Chris said. “You need to know which specialist to see – otherwise you aren’t going to get the right diagnosis.”

Getting back on track.

Chris had identified the problem, but before he could pinpoint solutions, he had to learn how FM:Systems worked. Luckily, he was a quick study.

“Right away, I liked the challenge of the project, and I was interested in tracking its progress,” Chris said. “Not to mention, I saw the potential of the software to change the game for HealthPartners and get patients in and out faster.”

“Working with IT is like going to the doctor,” Chris said. “You need to know which specialist to see — otherwise you aren’t going to get the right diagnosis.”

Armed with his new understanding of the software, Chris identified the IT staff who could manage the application and support Rhonda’s requests. They began building relationships with the team, which enabled Rhonda set implementation deadlines and work around IT’s busy schedule.

“HealthPartners’ IT team manages multiple applications, user requests and help desk needs at once, as is the case with most large organizations,” Rhonda said. “We knew it was essential to communicate clearly to ensure IT understood what we needed, and to avoid overloading them with requests. Once we got connected with our core support team, it became much easier to scale our schedule and scope.”

Chris became a kind of human switchboard, relaying Rhonda’s requests to the right people and following up to ensure they were fulfilled. He checked in regularly with the HealthPartners team, helping educate them on the level of support needed from IT. And the project started to turn around.

Learn to Speak I.T.

Information Technology [infer’mashun tek’nälaje]; noun.
The study or use of systems (especially computers and telecommunications) for storing, retrieving, and sending information.

Overcoming roadblocks.

As they worked, Rhonda and Chris uncovered a key issue: when HealthPartners originally implemented FM:Systems in 2014, the software wasn’t configured for future expansion. It had been set up for just one hospital with one workflow.

The problem was permissions. In the initial configuration, some users had been assigned the wrong permissions within the software. Others could do too much, or too little. These issues not only caused inefficiencies and missed requests within the software, but also presented privacy concerns – a big deal for a healthcare organization with over a million patients.

“What really tripped us up was that FMS has five basic categories for people,” Chris said. “One of these is ‘everyone.’ Regions Hospital in St. Paul, MN had been set up to use the ‘everyone’ setting. But that meant a user in one of our Wisconsin clinics could potentially access, view, and even edit Regions’ information.”

He and Rhonda had to figure out how to retroactively redefine and reassign permissions to ensure sensitive data was not being shared with the wrong people. They created new filters to accommodate the different sites, and even accounted for staff who travel from location to location.

Chris’s involvement made it much easier to push these configuration changes through, and his understanding of the software, process and roles was another big advantage. When stakeholders started to backtrack on decisions or add more wants to the list, Chris was there to hold them accountable.

“I know from experience that facility managers are busy people,” Rhonda said. “This is especially true for such a large organization with so many sites. Chris helped me navigate the different departments and ensured the project stayed on-scope and on-schedule. And he also knew when to step in and take ownership, which helped keep things on track.”

The results.

Thanks to Rhonda’s FM:Systems knowledge and Chris’s IT expertise, the team was able to navigate an unfamiliar IT landscape and successfully complete the implementation. HealthPartners is now better equipped to manage their facilities, both now and in the future.

“Together, we were able to think through the entire system and considered how it could be better prepared for the years ahead – for a growing portfolio, and even changes to the healthcare system,” Rhonda said.

“We also learned that knowing your IT structure is critical, Chris added. “Not just the hardware and software, but the personnel as well. Get that dedicated application manager who will follow this through. Let them know why this is important, and empower them to own it.”

“Together, we were able to think through the entire system and considered how it could be better prepared for the years ahead – for a growing portfolio, and even changes to the healthcare system,” Rhonda said.

As proof of their success, this implementation project was just the beginning of Rhonda and Chris’s partnership: HealthPartners brought RSP i_SPACE back for ongoing support as their business – and the software – evolves.

Lessons Learned.

RSP i_SPACE services utilized: Facilities Information Solutions

Hitting Restart with your I.T. Department – Webinar

Join Chris Jones, Applications Manager at Health Partners, and Rhonda Rezac, Senior Associate at RSP i_SPACE, for a webinar that will discuss:

  • The challenges overcome and efficiencies gained by RSP i_SPACE in implementing FM:Systems for Health Partners
  • How a partnership with their IT team continues to deliver the benefits of FM:Systems facility management software to the fast-paced world of health care

Baystate Health

Background

Baystate Health is a not-for-profit, mission-driven, integrated health system serving a population of over 750,000 people in communities across western Massachusetts. With roots dating to the founding of Springfield City Hospital in 1873, Baystate Health has been providing skilled and compassionate health care in the Pioneer Valley for more than 140 years.

Facilities and Property Overview

Baystate Health is an integrated health care delivery system serving a population of nearly 1 million people in western Massachusetts. It is one of the largest health systems in New England
with over 10,000 employees and an annual budget of over $2 billion. The major facilities and services of Baystate Health includes five hospitals, over 80 medical practices, and 25 laboratories equaling more than 4.5 million square feet.

Challenges

The biggest challenge Baystate Health faced was not being able to streamline their maintenance processes. The maintenance management system they had in place prior to FM:Interact did not provide Baystate with the ability to automate their workflow process, which dramatically impacted the productivity of their maintenance team. Ideally, they wanted to automatically route work orders to the appropriate technician on each of their three campuses, but instead tickets were created and directed through their call center. Another burden of their maintenance process was that they had no way of alerting the end user of the status of their work order or when the ticket was closed out. The workflow process they had in place was time consuming, causing inefficiencies and negatively impacting the satisfaction of their employees.

Another major pain point the Baystate Health facility team faced was the preparation of their monthly maintenance chargeback reports, which are critical in knowing how much it costs to operate their off-site buildings. Baystate had a part-time consultant whose primary focus was writing these reports and getting them into the hands of key personnel. Without having an automated maintenance management solution in place to report on this data, it created a very manual, tedious, and error prone process which took about 3-4 days to complete each month.

Solution

After researching Integrated Workplace Management Systems (IWMS), Baystate Health selected FM:Interact to help them effectively manage their facilities based on its ease of use, configurability, and seamless integration with other systems. Baystate has been using the FM:Interact Space Management module to track their space allocations since their implementation in 1998. Since then, they have implemented the Facility Maintenance Management, Move Management, Project Management and Real Estate and Portfolio Management modules as well as FM:Systems mobile
solution, FM:Mobile.

Lynne Keane, the Systems Administrator for the Facilities Planning and Engineering Department, insisted Baystate implement an automated maintenance management solution to help them effectively manage their work orders and have the ability to share their facilities data throughout all their campuses and various departments. Since beginning her position in January of 2010, she has converted the organization’s previous maintenance software to FM:Systems’ Facility Maintenance module, helping process and track over 50,000 service orders each year.

“The thought of moving towards a new maintenance solution was hard for some employees since they were used to their current processes,” said Lynne Keane, “but once Baystate got the FM:Interact Facility Maintenance module up and running and started to see immediate results, the team quickly realized the value of an automated solution for managing their work order processes more effectively.”

Baystate is a Joint Commission-accredited healthcare organization which means they are surveyed every three years to determine where improvements can be made in order to maintain a safe, high quality healthcare facility. FM:Interact plays an important role in helping them maintain their certification by enabling them to comply with all the goals and requirements set by the Joint Commission. Since migrating their previous maintenance system over to the FM:Interact Maintenance Management module, they have been able to maintain control of their maintenance processes and streamline their workflows. The Maintenance Management module has provided Baystate Health with the ability to set up preventative maintenance tasks for all their equipment and areas of the hospital that are surveyed each year. This provided them with a continuous repository of history data on each piece of equipment that can be easily accessed if there are any questions or issues found during their survey.

Results

Automated Workflow Processes
Since implementing the FM:Interact Facility Maintenance module Baystate has achieved large efficiency gains over their previous solution. They have since been able to maintain control over their maintenance management process and streamline it across their three campuses. Any member of their organization can now enter in a work order instead of having it go through their
call center. Once a ticket is created, it is automatically routed to the appropriate technician, it can be tracked from open to close, and an email is automatically sent to the end user once the request is complete. Their maintenance technicians are now able to respond to requests much more quickly than before. This has helped to improve employee satisfaction while increasing
communications throughout everyone involved in the facility maintenance process.

Streamlined Reporting
Baystate’s monthly maintenance chargeback reports that used to take 3-4 days are now instantly at their fingertips, saving them about a month of valuable time over the course of the year. Having real-time, accurate data on their maintenance operations readily available, Baystate is now able to run all of their reports at scheduled intervals and automatically route them to key stakeholders. This ensures that deadlines are never missed and reports are always in the appropriate hands when they need to be. The implementation of the Facility Maintenance Management module has allowed Baystate to not only address one of their biggest challenges, but it has allowed them to save time and effort while enabling them to ensure a high degree of confidence in their Joint Commission reporting.

Enhanced Facility Operations
Baystate now has the tools at hand to extend the operational life of their building equipment and assets by proactively maintaining an effective preventative maintenance program. FM:Interact has provided Baystate with the resources needed to continuously improve their facilities and to stay on top of the standards that are re-evaluated each year to maintain their Joint Commission certification. All of this has improved the overall coordination of their facilities operations while making sure that each area and all assets of the hospital are correctly maintained with the highest level of quality.

Lynne Keane stated, “Prior to the implementation FM:Interacts’ Facility Maintenance module, something as simple as running a report was a very manual, tedious, and challenging process. We now have complete visibility into our facilities data—reports can be pulled up instantly, enabling us to get immediate access to the information we need right at our fingertips.”

Photos courtesy of Baystate Health

Interested in learning how FM:Interact can help your organization save time, money & resources? Contact us today!

[:es]

Background

Baystate Health is a not-for-profit, mission-driven, integrated health system serving a population of over 750,000 people in communities across western Massachusetts. With roots dating to the founding of Springfield City Hospital in 1873, Baystate Health has been providing skilled and compassionate health care in the Pioneer Valley for more than 140 years.

Facilities and Property Overview

Baystate Health is an integrated health care delivery system serving a population of nearly 1 million people in western Massachusetts. It is one of the largest health systems in New England
with over 10,000 employees and an annual budget of over $2 billion. The major facilities and services of Baystate Health includes five hospitals, over 80 medical practices, and 25 laboratories equaling more than 4.5 million square feet.

Challenges

The biggest challenge Baystate Health faced was not being able to streamline their maintenance processes. The maintenance management system they had in place prior to FM:Interact did not provide Baystate with the ability to automate their workflow process, which dramatically impacted the productivity of their maintenance team. Ideally, they wanted to automatically route work orders to the appropriate technician on each of their three campuses, but instead tickets were created and directed through their call center. Another burden of their maintenance process was that they had no way of alerting the end user of the status of their work order or when the ticket was closed out. The workflow process they had in place was time consuming, causing inefficiencies and negatively impacting the satisfaction of their employees.

Another major pain point the Baystate Health facility team faced was the preparation of their monthly maintenance chargeback reports, which are critical in knowing how much it costs to operate their off-site buildings. Baystate had a part-time consultant whose primary focus was writing these reports and getting them into the hands of key personnel. Without having an automated maintenance management solution in place to report on this data, it created a very manual, tedious, and error prone process which took about 3-4 days to complete each month.

Solution

After researching Integrated Workplace Management Systems (IWMS), Baystate Health selected FM:Interact to help them effectively manage their facilities based on its ease of use, configurability, and seamless integration with other systems. Baystate has been using the FM:Interact Space Management module to track their space allocations since their implementation in 1998. Since then, they have implemented the Facility Maintenance Management, Move Management, Project Management and Real Estate and Portfolio Management modules as well as FM:Systems mobile
solution, FM:Mobile.

Lynne Keane, the Systems Administrator for the Facilities Planning and Engineering Department, insisted Baystate implement an automated maintenance management solution to help them effectively manage their work orders and have the ability to share their facilities data throughout all their campuses and various departments. Since beginning her position in January of 2010, she has converted the organization’s previous maintenance software to FM:Systems’ Facility Maintenance module, helping process and track over 50,000 service orders each year.

“The thought of moving towards a new maintenance solution was hard for some employees since they were used to their current processes,” said Lynne Keane, “but once Baystate got the FM:Interact Facility Maintenance module up and running and started to see immediate results, the team quickly realized the value of an automated solution for managing their work order processes more effectively.”

Baystate is a Joint Commission-accredited healthcare organization which means they are surveyed every three years to determine where improvements can be made in order to maintain a safe, high quality healthcare facility. FM:Interact plays an important role in helping them maintain their certification by enabling them to comply with all the goals and requirements set by the Joint Commission. Since migrating their previous maintenance system over to the FM:Interact Maintenance Management module, they have been able to maintain control of their maintenance processes and streamline their workflows. The Maintenance Management module has provided Baystate Health with the ability to set up preventative maintenance tasks for all their equipment and areas of the hospital that are surveyed each year. This provided them with a continuous repository of history data on each piece of equipment that can be easily accessed if there are any questions or issues found during their survey.

Results

Automated Workflow Processes
Since implementing the FM:Interact Facility Maintenance module Baystate has achieved large efficiency gains over their previous solution. They have since been able to maintain control over their maintenance management process and streamline it across their three campuses. Any member of their organization can now enter in a work order instead of having it go through their
call center. Once a ticket is created, it is automatically routed to the appropriate technician, it can be tracked from open to close, and an email is automatically sent to the end user once the request is complete. Their maintenance technicians are now able to respond to requests much more quickly than before. This has helped to improve employee satisfaction while increasing
communications throughout everyone involved in the facility maintenance process.

Streamlined Reporting
Baystate’s monthly maintenance chargeback reports that used to take 3-4 days are now instantly at their fingertips, saving them about a month of valuable time over the course of the year. Having real-time, accurate data on their maintenance operations readily available, Baystate is now able to run all of their reports at scheduled intervals and automatically route them to key stakeholders. This ensures that deadlines are never missed and reports are always in the appropriate hands when they need to be. The implementation of the Facility Maintenance Management module has allowed Baystate to not only address one of their biggest challenges, but it has allowed them to save time and effort while enabling them to ensure a high degree of confidence in their Joint Commission reporting.

Enhanced Facility Operations
Baystate now has the tools at hand to extend the operational life of their building equipment and assets by proactively maintaining an effective preventative maintenance program. FM:Interact has provided Baystate with the resources needed to continuously improve their facilities and to stay on top of the standards that are re-evaluated each year to maintain their Joint Commission certification. All of this has improved the overall coordination of their facilities operations while making sure that each area and all assets of the hospital are correctly maintained with the highest level of quality.

Lynne Keane stated, “Prior to the implementation FM:Interacts’ Facility Maintenance module, something as simple as running a report was a very manual, tedious, and challenging process. We now have complete visibility into our facilities data—reports can be pulled up instantly, enabling us to get immediate access to the information we need right at our fingertips.”[:sv]

Background

Baystate Health is a not-for-profit, mission-driven, integrated health system serving a population of over 750,000 people in communities across western Massachusetts. With roots dating to the founding of Springfield City Hospital in 1873, Baystate Health has been providing skilled and compassionate health care in the Pioneer Valley for more than 140 years.

Facilities and Property Overview

Baystate Health is an integrated health care delivery system serving a population of nearly 1 million people in western Massachusetts. It is one of the largest health systems in New England
with over 10,000 employees and an annual budget of over $2 billion. The major facilities and services of Baystate Health includes five hospitals, over 80 medical practices, and 25 laboratories equaling more than 4.5 million square feet.

Challenges

The biggest challenge Baystate Health faced was not being able to streamline their maintenance processes. The maintenance management system they had in place prior to FM:Interact did not provide Baystate with the ability to automate their workflow process, which dramatically impacted the productivity of their maintenance team. Ideally, they wanted to automatically route work orders to the appropriate technician on each of their three campuses, but instead tickets were created and directed through their call center. Another burden of their maintenance process was that they had no way of alerting the end user of the status of their work order or when the ticket was closed out. The workflow process they had in place was time consuming, causing inefficiencies and negatively impacting the satisfaction of their employees.

Another major pain point the Baystate Health facility team faced was the preparation of their monthly maintenance chargeback reports, which are critical in knowing how much it costs to operate their off-site buildings. Baystate had a part-time consultant whose primary focus was writing these reports and getting them into the hands of key personnel. Without having an automated maintenance management solution in place to report on this data, it created a very manual, tedious, and error prone process which took about 3-4 days to complete each month.

Solution

After researching Integrated Workplace Management Systems (IWMS), Baystate Health selected FM:Interact to help them effectively manage their facilities based on its ease of use, configurability, and seamless integration with other systems. Baystate has been using the FM:Interact Space Management module to track their space allocations since their implementation in 1998. Since then, they have implemented the Facility Maintenance Management, Move Management, Project Management and Real Estate and Portfolio Management modules as well as FM:Systems mobile
solution, FM:Mobile.

Lynne Keane, the Systems Administrator for the Facilities Planning and Engineering Department, insisted Baystate implement an automated maintenance management solution to help them effectively manage their work orders and have the ability to share their facilities data throughout all their campuses and various departments. Since beginning her position in January of 2010, she has converted the organization’s previous maintenance software to FM:Systems’ Facility Maintenance module, helping process and track over 50,000 service orders each year.

“The thought of moving towards a new maintenance solution was hard for some employees since they were used to their current processes,” said Lynne Keane, “but once Baystate got the FM:Interact Facility Maintenance module up and running and started to see immediate results, the team quickly realized the value of an automated solution for managing their work order processes more effectively.”

Baystate is a Joint Commission-accredited healthcare organization which means they are surveyed every three years to determine where improvements can be made in order to maintain a safe, high quality healthcare facility. FM:Interact plays an important role in helping them maintain their certification by enabling them to comply with all the goals and requirements set by the Joint Commission. Since migrating their previous maintenance system over to the FM:Interact Maintenance Management module, they have been able to maintain control of their maintenance processes and streamline their workflows. The Maintenance Management module has provided Baystate Health with the ability to set up preventative maintenance tasks for all their equipment and areas of the hospital that are surveyed each year. This provided them with a continuous repository of history data on each piece of equipment that can be easily accessed if there are any questions or issues found during their survey.

Results

Automated Workflow Processes
Since implementing the FM:Interact Facility Maintenance module Baystate has achieved large efficiency gains over their previous solution. They have since been able to maintain control over their maintenance management process and streamline it across their three campuses. Any member of their organization can now enter in a work order instead of having it go through their
call center. Once a ticket is created, it is automatically routed to the appropriate technician, it can be tracked from open to close, and an email is automatically sent to the end user once the request is complete. Their maintenance technicians are now able to respond to requests much more quickly than before. This has helped to improve employee satisfaction while increasing
communications throughout everyone involved in the facility maintenance process.

Streamlined Reporting
Baystate’s monthly maintenance chargeback reports that used to take 3-4 days are now instantly at their fingertips, saving them about a month of valuable time over the course of the year. Having real-time, accurate data on their maintenance operations readily available, Baystate is now able to run all of their reports at scheduled intervals and automatically route them to key stakeholders. This ensures that deadlines are never missed and reports are always in the appropriate hands when they need to be. The implementation of the Facility Maintenance Management module has allowed Baystate to not only address one of their biggest challenges, but it has allowed them to save time and effort while enabling them to ensure a high degree of confidence in their Joint Commission reporting.

Enhanced Facility Operations
Baystate now has the tools at hand to extend the operational life of their building equipment and assets by proactively maintaining an effective preventative maintenance program. FM:Interact has provided Baystate with the resources needed to continuously improve their facilities and to stay on top of the standards that are re-evaluated each year to maintain their Joint Commission certification. All of this has improved the overall coordination of their facilities operations while making sure that each area and all assets of the hospital are correctly maintained with the highest level of quality.

Lynne Keane stated, “Prior to the implementation FM:Interacts’ Facility Maintenance module, something as simple as running a report was a very manual, tedious, and challenging process. We now have complete visibility into our facilities data—reports can be pulled up instantly, enabling us to get immediate access to the information we need right at our fingertips.”[:it]

Background

Baystate Health is a not-for-profit, mission-driven, integrated health system serving a population of over 750,000 people in communities across western Massachusetts. With roots dating to the founding of Springfield City Hospital in 1873, Baystate Health has been providing skilled and compassionate health care in the Pioneer Valley for more than 140 years.

Facilities and Property Overview

Baystate Health is an integrated health care delivery system serving a population of nearly 1 million people in western Massachusetts. It is one of the largest health systems in New England
with over 10,000 employees and an annual budget of over $2 billion. The major facilities and services of Baystate Health includes five hospitals, over 80 medical practices, and 25 laboratories equaling more than 4.5 million square feet.

Challenges

The biggest challenge Baystate Health faced was not being able to streamline their maintenance processes. The maintenance management system they had in place prior to FM:Interact did not provide Baystate with the ability to automate their workflow process, which dramatically impacted the productivity of their maintenance team. Ideally, they wanted to automatically route work orders to the appropriate technician on each of their three campuses, but instead tickets were created and directed through their call center. Another burden of their maintenance process was that they had no way of alerting the end user of the status of their work order or when the ticket was closed out. The workflow process they had in place was time consuming, causing inefficiencies and negatively impacting the satisfaction of their employees.

Another major pain point the Baystate Health facility team faced was the preparation of their monthly maintenance chargeback reports, which are critical in knowing how much it costs to operate their off-site buildings. Baystate had a part-time consultant whose primary focus was writing these reports and getting them into the hands of key personnel. Without having an automated maintenance management solution in place to report on this data, it created a very manual, tedious, and error prone process which took about 3-4 days to complete each month.

Solution

After researching Integrated Workplace Management Systems (IWMS), Baystate Health selected FM:Interact to help them effectively manage their facilities based on its ease of use, configurability, and seamless integration with other systems. Baystate has been using the FM:Interact Space Management module to track their space allocations since their implementation in 1998. Since then, they have implemented the Facility Maintenance Management, Move Management, Project Management and Real Estate and Portfolio Management modules as well as FM:Systems mobile
solution, FM:Mobile.

Lynne Keane, the Systems Administrator for the Facilities Planning and Engineering Department, insisted Baystate implement an automated maintenance management solution to help them effectively manage their work orders and have the ability to share their facilities data throughout all their campuses and various departments. Since beginning her position in January of 2010, she has converted the organization’s previous maintenance software to FM:Systems’ Facility Maintenance module, helping process and track over 50,000 service orders each year.

“The thought of moving towards a new maintenance solution was hard for some employees since they were used to their current processes,” said Lynne Keane, “but once Baystate got the FM:Interact Facility Maintenance module up and running and started to see immediate results, the team quickly realized the value of an automated solution for managing their work order processes more effectively.”

Baystate is a Joint Commission-accredited healthcare organization which means they are surveyed every three years to determine where improvements can be made in order to maintain a safe, high quality healthcare facility. FM:Interact plays an important role in helping them maintain their certification by enabling them to comply with all the goals and requirements set by the Joint Commission. Since migrating their previous maintenance system over to the FM:Interact Maintenance Management module, they have been able to maintain control of their maintenance processes and streamline their workflows. The Maintenance Management module has provided Baystate Health with the ability to set up preventative maintenance tasks for all their equipment and areas of the hospital that are surveyed each year. This provided them with a continuous repository of history data on each piece of equipment that can be easily accessed if there are any questions or issues found during their survey.

Results

Automated Workflow Processes
Since implementing the FM:Interact Facility Maintenance module Baystate has achieved large efficiency gains over their previous solution. They have since been able to maintain control over their maintenance management process and streamline it across their three campuses. Any member of their organization can now enter in a work order instead of having it go through their
call center. Once a ticket is created, it is automatically routed to the appropriate technician, it can be tracked from open to close, and an email is automatically sent to the end user once the request is complete. Their maintenance technicians are now able to respond to requests much more quickly than before. This has helped to improve employee satisfaction while increasing
communications throughout everyone involved in the facility maintenance process.

Streamlined Reporting
Baystate’s monthly maintenance chargeback reports that used to take 3-4 days are now instantly at their fingertips, saving them about a month of valuable time over the course of the year. Having real-time, accurate data on their maintenance operations readily available, Baystate is now able to run all of their reports at scheduled intervals and automatically route them to key stakeholders. This ensures that deadlines are never missed and reports are always in the appropriate hands when they need to be. The implementation of the Facility Maintenance Management module has allowed Baystate to not only address one of their biggest challenges, but it has allowed them to save time and effort while enabling them to ensure a high degree of confidence in their Joint Commission reporting.

Enhanced Facility Operations
Baystate now has the tools at hand to extend the operational life of their building equipment and assets by proactively maintaining an effective preventative maintenance program. FM:Interact has provided Baystate with the resources needed to continuously improve their facilities and to stay on top of the standards that are re-evaluated each year to maintain their Joint Commission certification. All of this has improved the overall coordination of their facilities operations while making sure that each area and all assets of the hospital are correctly maintained with the highest level of quality.

Lynne Keane stated, “Prior to the implementation FM:Interacts’ Facility Maintenance module, something as simple as running a report was a very manual, tedious, and challenging process. We now have complete visibility into our facilities data—reports can be pulled up instantly, enabling us to get immediate access to the information we need right at our fingertips.”[:is]

Background

Baystate Health is a not-for-profit, mission-driven, integrated health system serving a population of over 750,000 people in communities across western Massachusetts. With roots dating to the founding of Springfield City Hospital in 1873, Baystate Health has been providing skilled and compassionate health care in the Pioneer Valley for more than 140 years.

Facilities and Property Overview

Baystate Health is an integrated health care delivery system serving a population of nearly 1 million people in western Massachusetts. It is one of the largest health systems in New England
with over 10,000 employees and an annual budget of over $2 billion. The major facilities and services of Baystate Health includes five hospitals, over 80 medical practices, and 25 laboratories equaling more than 4.5 million square feet.

Challenges

The biggest challenge Baystate Health faced was not being able to streamline their maintenance processes. The maintenance management system they had in place prior to FM:Interact did not provide Baystate with the ability to automate their workflow process, which dramatically impacted the productivity of their maintenance team. Ideally, they wanted to automatically route work orders to the appropriate technician on each of their three campuses, but instead tickets were created and directed through their call center. Another burden of their maintenance process was that they had no way of alerting the end user of the status of their work order or when the ticket was closed out. The workflow process they had in place was time consuming, causing inefficiencies and negatively impacting the satisfaction of their employees.

Another major pain point the Baystate Health facility team faced was the preparation of their monthly maintenance chargeback reports, which are critical in knowing how much it costs to operate their off-site buildings. Baystate had a part-time consultant whose primary focus was writing these reports and getting them into the hands of key personnel. Without having an automated maintenance management solution in place to report on this data, it created a very manual, tedious, and error prone process which took about 3-4 days to complete each month.

Solution

After researching Integrated Workplace Management Systems (IWMS), Baystate Health selected FM:Interact to help them effectively manage their facilities based on its ease of use, configurability, and seamless integration with other systems. Baystate has been using the FM:Interact Space Management module to track their space allocations since their implementation in 1998. Since then, they have implemented the Facility Maintenance Management, Move Management, Project Management and Real Estate and Portfolio Management modules as well as FM:Systems mobile
solution, FM:Mobile.

Lynne Keane, the Systems Administrator for the Facilities Planning and Engineering Department, insisted Baystate implement an automated maintenance management solution to help them effectively manage their work orders and have the ability to share their facilities data throughout all their campuses and various departments. Since beginning her position in January of 2010, she has converted the organization’s previous maintenance software to FM:Systems’ Facility Maintenance module, helping process and track over 50,000 service orders each year.

“The thought of moving towards a new maintenance solution was hard for some employees since they were used to their current processes,” said Lynne Keane, “but once Baystate got the FM:Interact Facility Maintenance module up and running and started to see immediate results, the team quickly realized the value of an automated solution for managing their work order processes more effectively.”

Baystate is a Joint Commission-accredited healthcare organization which means they are surveyed every three years to determine where improvements can be made in order to maintain a safe, high quality healthcare facility. FM:Interact plays an important role in helping them maintain their certification by enabling them to comply with all the goals and requirements set by the Joint Commission. Since migrating their previous maintenance system over to the FM:Interact Maintenance Management module, they have been able to maintain control of their maintenance processes and streamline their workflows. The Maintenance Management module has provided Baystate Health with the ability to set up preventative maintenance tasks for all their equipment and areas of the hospital that are surveyed each year. This provided them with a continuous repository of history data on each piece of equipment that can be easily accessed if there are any questions or issues found during their survey.

Results

Automated Workflow Processes
Since implementing the FM:Interact Facility Maintenance module Baystate has achieved large efficiency gains over their previous solution. They have since been able to maintain control over their maintenance management process and streamline it across their three campuses. Any member of their organization can now enter in a work order instead of having it go through their
call center. Once a ticket is created, it is automatically routed to the appropriate technician, it can be tracked from open to close, and an email is automatically sent to the end user once the request is complete. Their maintenance technicians are now able to respond to requests much more quickly than before. This has helped to improve employee satisfaction while increasing
communications throughout everyone involved in the facility maintenance process.

Streamlined Reporting
Baystate’s monthly maintenance chargeback reports that used to take 3-4 days are now instantly at their fingertips, saving them about a month of valuable time over the course of the year. Having real-time, accurate data on their maintenance operations readily available, Baystate is now able to run all of their reports at scheduled intervals and automatically route them to key stakeholders. This ensures that deadlines are never missed and reports are always in the appropriate hands when they need to be. The implementation of the Facility Maintenance Management module has allowed Baystate to not only address one of their biggest challenges, but it has allowed them to save time and effort while enabling them to ensure a high degree of confidence in their Joint Commission reporting.

Enhanced Facility Operations
Baystate now has the tools at hand to extend the operational life of their building equipment and assets by proactively maintaining an effective preventative maintenance program. FM:Interact has provided Baystate with the resources needed to continuously improve their facilities and to stay on top of the standards that are re-evaluated each year to maintain their Joint Commission certification. All of this has improved the overall coordination of their facilities operations while making sure that each area and all assets of the hospital are correctly maintained with the highest level of quality.

Lynne Keane stated, “Prior to the implementation FM:Interacts’ Facility Maintenance module, something as simple as running a report was a very manual, tedious, and challenging process. We now have complete visibility into our facilities data—reports can be pulled up instantly, enabling us to get immediate access to the information we need right at our fingertips.”[:no]

Background

Baystate Health is a not-for-profit, mission-driven, integrated health system serving a population of over 750,000 people in communities across western Massachusetts. With roots dating to the founding of Springfield City Hospital in 1873, Baystate Health has been providing skilled and compassionate health care in the Pioneer Valley for more than 140 years.

Facilities and Property Overview

Baystate Health is an integrated health care delivery system serving a population of nearly 1 million people in western Massachusetts. It is one of the largest health systems in New England
with over 10,000 employees and an annual budget of over $2 billion. The major facilities and services of Baystate Health includes five hospitals, over 80 medical practices, and 25 laboratories equaling more than 4.5 million square feet.

Challenges

The biggest challenge Baystate Health faced was not being able to streamline their maintenance processes. The maintenance management system they had in place prior to FM:Interact did not provide Baystate with the ability to automate their workflow process, which dramatically impacted the productivity of their maintenance team. Ideally, they wanted to automatically route work orders to the appropriate technician on each of their three campuses, but instead tickets were created and directed through their call center. Another burden of their maintenance process was that they had no way of alerting the end user of the status of their work order or when the ticket was closed out. The workflow process they had in place was time consuming, causing inefficiencies and negatively impacting the satisfaction of their employees.

Another major pain point the Baystate Health facility team faced was the preparation of their monthly maintenance chargeback reports, which are critical in knowing how much it costs to operate their off-site buildings. Baystate had a part-time consultant whose primary focus was writing these reports and getting them into the hands of key personnel. Without having an automated maintenance management solution in place to report on this data, it created a very manual, tedious, and error prone process which took about 3-4 days to complete each month.

Solution

After researching Integrated Workplace Management Systems (IWMS), Baystate Health selected FM:Interact to help them effectively manage their facilities based on its ease of use, configurability, and seamless integration with other systems. Baystate has been using the FM:Interact Space Management module to track their space allocations since their implementation in 1998. Since then, they have implemented the Facility Maintenance Management, Move Management, Project Management and Real Estate and Portfolio Management modules as well as FM:Systems mobile
solution, FM:Mobile.

Lynne Keane, the Systems Administrator for the Facilities Planning and Engineering Department, insisted Baystate implement an automated maintenance management solution to help them effectively manage their work orders and have the ability to share their facilities data throughout all their campuses and various departments. Since beginning her position in January of 2010, she has converted the organization’s previous maintenance software to FM:Systems’ Facility Maintenance module, helping process and track over 50,000 service orders each year.

“The thought of moving towards a new maintenance solution was hard for some employees since they were used to their current processes,” said Lynne Keane, “but once Baystate got the FM:Interact Facility Maintenance module up and running and started to see immediate results, the team quickly realized the value of an automated solution for managing their work order processes more effectively.”

Baystate is a Joint Commission-accredited healthcare organization which means they are surveyed every three years to determine where improvements can be made in order to maintain a safe, high quality healthcare facility. FM:Interact plays an important role in helping them maintain their certification by enabling them to comply with all the goals and requirements set by the Joint Commission. Since migrating their previous maintenance system over to the FM:Interact Maintenance Management module, they have been able to maintain control of their maintenance processes and streamline their workflows. The Maintenance Management module has provided Baystate Health with the ability to set up preventative maintenance tasks for all their equipment and areas of the hospital that are surveyed each year. This provided them with a continuous repository of history data on each piece of equipment that can be easily accessed if there are any questions or issues found during their survey.

Results

Automated Workflow Processes
Since implementing the FM:Interact Facility Maintenance module Baystate has achieved large efficiency gains over their previous solution. They have since been able to maintain control over their maintenance management process and streamline it across their three campuses. Any member of their organization can now enter in a work order instead of having it go through their
call center. Once a ticket is created, it is automatically routed to the appropriate technician, it can be tracked from open to close, and an email is automatically sent to the end user once the request is complete. Their maintenance technicians are now able to respond to requests much more quickly than before. This has helped to improve employee satisfaction while increasing
communications throughout everyone involved in the facility maintenance process.

Streamlined Reporting
Baystate’s monthly maintenance chargeback reports that used to take 3-4 days are now instantly at their fingertips, saving them about a month of valuable time over the course of the year. Having real-time, accurate data on their maintenance operations readily available, Baystate is now able to run all of their reports at scheduled intervals and automatically route them to key stakeholders. This ensures that deadlines are never missed and reports are always in the appropriate hands when they need to be. The implementation of the Facility Maintenance Management module has allowed Baystate to not only address one of their biggest challenges, but it has allowed them to save time and effort while enabling them to ensure a high degree of confidence in their Joint Commission reporting.

Enhanced Facility Operations
Baystate now has the tools at hand to extend the operational life of their building equipment and assets by proactively maintaining an effective preventative maintenance program. FM:Interact has provided Baystate with the resources needed to continuously improve their facilities and to stay on top of the standards that are re-evaluated each year to maintain their Joint Commission certification. All of this has improved the overall coordination of their facilities operations while making sure that each area and all assets of the hospital are correctly maintained with the highest level of quality.

Lynne Keane stated, “Prior to the implementation FM:Interacts’ Facility Maintenance module, something as simple as running a report was a very manual, tedious, and challenging process. We now have complete visibility into our facilities data—reports can be pulled up instantly, enabling us to get immediate access to the information we need right at our fingertips.”