Customer Success Story

Customer Success Story
Memorial Health System
AT A GLANCE
INDUSTRY: HEALTHCARE
LOCATION:
SPRINGFIELD, ILLINOIS
CUSTOMER SINCE: 2008
TEAM SIZE: 5,000—6,000
WWW.CHOOSEMEMORIAL.COM
About the Company
Founded in Illinois in 1897, Memorial Health System (MHS) is a national leading healthcare organization. Dedicated to
providing comprehensive and compassionate patient care, MHS offers a wide range of specialized research and treatment centers, including the Regional Cancer Center, Regional Burn Center and Memorial Heart and Vascular Institute.
Challenge
Nitro Solution:
Extensive Digital Archives
PDF Creation, Combine, Add/Delete Pages
Ease of Use
MS Office Ribbon Interface Style
Powerful Data Encryption
256-bit Encryption, Password Protection, Document Permissions
Regulated by the Health Insurance Portability and Accountability Act (HIPAA), MHS is required to ensure the confidentiality of all medical records, as well as adhere to stringent security requirements when providing patients with a copy of
their records.
Previously, the Medical Records team at MHS employed a paper-based system, maintaining a file for each patient and
manually copying pages as requested. As MHS treats thousands of patients each day, with hundreds submitting Release
of Information requests, the resources required to prepare, copy, and deliver the highly-sensitive documents were
becoming excessive and increasingly difficult to manage. Additionally, many tech-savvy patients expressed an interest
in obtaining electronic copies which would enable them to maintain records on their personal computers, lessening the
chance that the documents could later be misplaced, lost, and/or damaged.
Memorial Health System realized that they could easily improve patient satisfaction and reduce overall operational costs
by providing electronic copies of records upon request. In order to comply with HIPAA regulations, the electronic format
used would require data encryption support. The format would also need to be platform-independent and universal,
ensuring patients would be able to open the file on their personal computers.
“Our team needed to improve our customer service by distributing patient records in readable-CD form, while ensuring
the new workflow did not add a lot of extra steps for the staff to endure,” said Debbie Sexton, Medical Records
Director at MHS, adding that, with a large team tasked with managing information requests, the new solution would
need to be easy to learn and use, minimizing training time and requiring little specialized technical knowledge to operate
once in place.
“Our team needed to improve our customer service while ensuring the new workflow did not add a lot of extra steps.”
Identifying PDF as the format of choice due to its inherent security features and the ubiquity of PDF viewers, MHS began
searching for a simple PDF creation tool that could be used to create secure electronic copies of their patients’ records.
www.gonitro.com
How Nitro helps
Following a brief internet search, the team at Memorial Health System found Nitro Pro and made the decision to
purchase. With a robust feature list, user-friendly interface, and enterprise-level support options, the organization was
confident that Nitro Pro would meet all project requirements and immediately set to work implementing a process for
providing electronic copies of patient records.
“Nitro Pro was very user friendly and easy to train our staff on.”
Using Nitro Pro, the Medical Records staff can now create an electronic copy of a patient’s file by placing a page on their
scanner and selecting the ‘Create PDF from Scanner’ option in the Nitro Pro interface. The user is allowed to scan as
many pages as necessary and, once they are finished, the pages are merged into a single PDF.
With Nitro Pro’s 256-bit security options, the Medical Records staff can also apply a password to the final PDF, which
must be entered before the PDF can be opened and viewed on any computer. The PDF is then provided to the patient
via CD, allowing patients to maintain their records on a portable disk or copy it to their own computers.
Results
The Nitro PDF Professional solution has offered the security and flexibility necessary to ensure both HIPAA regulations
and customer requirements are successfully met at MHS.
With the deployment of Nitro Pro, Memorial Health System was able to:
• Significantly reduce the time required to process Release of Information requests.
• Secure sensitive patient information and comply with strict HIPAA confidentiality requirements.
• Eliminate paper waste and other costs associate with creating physical copies of patient records.
• Increase customer satisfaction through the introduction of a more efficient and modern method
of delivering record copies.
The software has also met Memorial Health System’s ease-of-use requirements, with minimal disruption to the Medical
Department’s workflow and no reported technical support issues since deployment. “Nitro Pro was very user friendly
and easy to train our staff on,” says Sexton.
Think it’s time for your company to switch over to Nitro Pro? Check out our Nitro for Business section now!
www.gonitro.com/pro/business
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