Knowledge management (KM) has been a game-changer for handling customer inquiries efficiently and effectively. By centralizing information, automating processes, and empowering agents with the right tools, knowledge management systems have significantly improved customer satisfaction and operational efficiency. However, leveraging knowledge management in healthcare has the potential to increase affordable access to quality patient care and save lives. And that’s exactly what Nevada Health Center is doing thanks to Upland Panviva.

Nevada Health Centers’ Mammovan: Expanding Access to Breast Cancer Screening

Nevada Health Centers, a Federally Qualified Health Center (FQHC), has been serving underserved areas of Nevada for over four decades. The organization has 19 health centers throughout the state that provide a wide range of primary care services, including pediatrics, geriatrics, dental, behavioral health, and more. Additionally, Nevada Health has mobile units that extend the organization’s mission to provide essential healthcare services to communities in need.

One of Nevada Health’s most notable initiatives is the Mammovan, a mobile mammography unit that brings essential breast cancer screening services to rural and underserved communities across the state. The Mammovan serves about 3,000 women per year, and nobody pays out of pocket for screenings thanks to grant funding.

The Mammovan provides 2D and 3D screenings which are then sent to a local radiology center and read within 24 hours. Nevada Health will then connect with women who need a follow-up to ensure they receive proper care.

Knowledge Management in Healthcare

As an FQHC, in addition to HIPPA and other healthcare regulations, Nevada Health has specific requirements they need to meet and rules they need to abide by. As such, it’s crucial for the organization’s contact center agents, physicians, and staff have access to the most up-to-date regulations, policies, and procedures. And that’s where Panviva helped tremendously.

In the healthcare sector, where timely access to accurate information is critical for patient care and regulatory compliance, knowledge management can play a pivotal role in empowering providers to deliver exceptional service and expand access to care. By creating a centralized repository of medical knowledge, automating administrative tasks, and facilitating collaboration among healthcare professionals, knowledge management in healthcare can streamline workflows, improve patient outcomes, and enhance overall organizational performance.

Panviva: Enhancing Patient Experience and Operational Efficiency at Nevada Health Centers

Prior to leveraging Panviva, Nevada Health‘s contact center agents were utilizing sticky notes, binders, emails, and other various knowledge sources to keep track of information. With Panviva, Nevada Health was able to consolidate information into a single knowledge source to ensure compliance and consistency across the organization. With Panviva, the company reduced their abandonment rate from 25-30% to less than 5%.

Nevada Health also uses the knowledge base to train agents and get them up to speed quickly. All of their organization’s instructions are in Panviva and can easily be updated as they change to ensure every member of the team has access to the latest information, regardless of which one of the 19 locations they work in.

After seeing how Panviva helped transform the contact center, Nevada Health is eager to expand its use to the clinical side of the business. For example, nurses can significantly benefit from a well-structured knowledge management system. By providing easy access to evidence-based guidelines, protocols, and best practices, knowledge management can support nurses in making informed decisions, enhancing the patient experience, and ensuring adherence to regulatory standards.

“Panviva is best tool that I’ve ever used in multiple settings,” said Lisa Dettling, Executive Vice President Ancillary Services. “It has really changed our life and improved our efficiency and our outcomes. And I would highly recommend it to anybody that is in need of some organization with their information.”

To learn more about Nevada Health’s experience with Panviva, watch the recording of our “Navigating Compliance with Knowledge Management: Nevada Health Centers’ Journey to FQHC Excellence” webinar.