Case Study
Mobilizing pandemic care across New York City.
A COVID story.
As COVID-19 cases spiked across the country beginning in November of 2020, InHouse Physicians scaled its care coordination to help keep New York City schools informed, compliant, and safe.
These same lessons will help you keep your organization healthy, engaged and compliant.
THEIR STORY
Scaling care coordination to deliver
97% satisfaction across 4,000,000 tests.
For 30 years, national and global organizations have trusted InHouse Physicians to ensure health security. The need for InHouse Physicians’ innovation and expertise was never so evident as when New York City and Fulgent Labs tapped the team to facilitate and coordinate more than a million tests.
For InHouse Physicians, this meant leveraging its core competencies delivering well organized health security to some of the worlds’ largest organizations. But it also meant scaling those services 400 percent in six months—a far greater challenge than had ever been presented.
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THEIR CHALLENGE
Transform Fear Into Trust
It’d been decades since the world has seen a health crisis like COVID-19. And nowhere was this unprecedented effect more evident than in New York City and its 1200 schools. InHouse Physicians was called to develop the clinical logistics and management of more than 5,000 tests per day, everyday. Work that would keep the City, its teachers, students and their families confident in returning to school every day, and allow New York City to maintain its core services.
THE SOLUTION
Novel Virus, Proven Results
Though COVID-19 was new and novel, managing the sophisticated health security logistics for large corporate events, VIP meetings, and employee wellness was not new for IHP. In fact, the company quickly became the trusted partner for national and global organizations early in the pandemic, which led New York City and Fulgent Labs to tap its 30-year care coordination expertise to manage NYC schools day-to-day testing.
This engagement stretched all of IHP’s agility, scalability and management skills to unprecedented levels. After all, the numbers were staggering. Success required testing at 120 schools per day across three boroughs, performing 5,000 tests per day, everyday, and delivering high-level student/faculty experience.
Not only did IHP have to show up at 120 schools per day, its teams needed to develop reliable scheduling, be on time, deliver an exceptional experience, collect accurate and complete tests, transport samples to the airport, and manage delivery to Houston. All of that, and the team needed to achieve +90% efficacy across quality indicators.
To achieve all of this, InHouse Physicians leaned on its three decades of experience and scaled its care coordination best practices to deliver this herculean effort. The three biggest success factors focused on:
• Scaling home health service coordination models
• Adapting new management protocols
• Developing rapid response measures to address and minimize service escalations.
Home health coordination has long been a model for care coordination. It’s a model built around remote and unpredictable environments, dynamic healthcare needs, and requires effective communication to be responsive. IHP created 3 teams, each with a Field Manager and a Service Coordinator. They managed up to 30 teams in the field in each borough, or up to 90 total teams. The Field Manager and Service Coordinator built schedules, coordinated daily activities and measured attendance. By applying these models, IHP achieved an average weekly service ranking back from the schools over 95%.
That’s not to say that service issues didn’t exist. But when they arose, IHP’s team leveraged advanced management protocols to minimize impact, and reduce recurring incidences. These protocols included real-time communication between the schools, NYC Administration and the IHP team. When scheduled testing didn’t occur on time, or when there were service issues at the site, IHP knew about it within minutes and deployed a team to reconcile the issue.
Combined, both the effective management policies and rapid response measures, helped InHouse Physicians provide high quality care with some of the greatest consistency
imaginable, including:
• 581,758 tests completed
• Week-to-week “A” rating throughout engagement - the highest rating among all partner labs!
Trust the leader
By leveraging its 30 years of healthcare innovation, InHouse Physicians helped New York City’s schools keep students in place safely, and with the highest degrees of confidence, thereby allowing the City’s Administration to manage through the pandemic.