Westmoreland Manor Doubles Productivity with Integrations from Marketplace

No one gets into healthcare to shuffle paper and wrestle with repetitive tasks. We do it because we want to make a real difference in people’s lives and improve patient outcomes.

At Westmoreland Manor, a 408-bed skilled nursing facility, we’re dedicated to providing exceptional care while empowering residents with the freedom and independence they deserve. Every moment counts for our residents, so we do everything possible to remove time from processes that slow us down and spend that time with them.

We used to rely on the same manual, paper-based processes as many other healthcare facilities. Scheduling was one of our biggest hurdles: Nurses had to fax or physically walk appointment lists to each of our nursing units, meaning nurses were constantly on the move—fetching schedules, gathering documentation, and securing approvals for treatments. We were burning through paper, destroying a lot of trees in the process. Our nurses’ sneakers weren’t the only things getting overworked.

Documentation was another bottleneck for nurses. Physicians’ notes had to be manually scanned into our electronic health records (EHR) and filed under miscellaneous categories, making finding them later a time-consuming chore. Nurses spent far too much time calling physicians to track down missing progress notes or details on follow-up care.

And then there was billing. With five separately contracted physicians, we had to manage multiple billing processes, piling even more administrative work onto our already busy team.

Transforming our processes through Marketplace

We had been using PointClickCare as our EHR system for several years to connect our care, services, and financial operations. So, when another facility recommended we explore 360care—a clinical services integration available through the PointClickCare Marketplace—we saw an immediate opportunity to expand our PointClickCare ecosystem while transforming our processes and boosting the team’s efficiency.

With the 360care integration from Marketplace, physicians from our various clinics can document their notes directly into PointClickCare, eliminating manual scanning and filing from our nurses’ workload. The platform automatically categorizes these notes, which are instantly accessible to nurses on the floor. 

We have also integrated client visits into our Resident Event Calendar, creating a smooth workflow for appointments. Nurses can easily view and prepare for upcoming visits without the usual back and forth, ensuring residents are always ready and we can optimize physicians’ time.

Encouraged by these improvements, we adopted other Marketplace integrations to solve even more challenges.

More time to focus on patients, not paperwork

Marketplace integrations have helped us save valuable time across our workflows. We estimate that we save at least an hour per patient every day, which frees up our teams to focus on our residents, not paperwork.

These time savings have widespread impacts:

• Nurses no longer spend their shifts retrieving documentation, scanning physicians’ notes, or walking schedules to and from units. Gone are the days of calling physicians to chase missing notes—everything is instantly available in the system, almost as soon as an appointment is over.
• Our nurses are more productive, attending to more resident needs and ensuring clinics run smoothly. In fact, we estimate integrations made possible by Marketplace have doubled our productivity.
• Since the system handles more administrative work, clinicians can be more efficient with their time. There’s no more sitting around while we manually retrieve the right paperwork for an appointment.
• Clinicians now handle their own billing within the system, while automated processes ensure insurance checks or family approvals for charges happen seamlessly. This shift has lifted a significant burden from our business office, which used to manage the entire billing process manually.

Timely treatment and improved access to care

Integrating our third-party solutions with our EHR has significantly impacted our residents’ experience at Westmoreland Manor, and they’ve felt the difference. With streamlined processes in place, our clinicians can see nearly twice as many patients each day, improving access to care and ensuring residents receive timely treatment.

We’re also coordinating care more effectively. With immediate access to patients’ notes, our nurses can act faster, which improves the quality of care. Having vital information readily available reduces delays and keeps everyone involved in a resident’s care on the same page.

Maybe the most noticeable benefit is the familiarity and comfort our residents now enjoy. We are now seamlessly integrated with our physicians group, so those physicians schedule more often within our facility. The residents have come to know and trust those clinicians. It’s also less stressful for them to see a clinician at Westmoreland Manor, where they feel comfortable and at ease, than to travel elsewhere.

Families of our residents also feel the differences. Instead of our staff having to relay questions and updates between families and clinicians, families now correspond directly with 360care. Since 360care can access the latest updates, families can stay better informed about their loved ones’ care.

Building a unified, hassle-free system

One of the biggest advantages of PointClickCare’s Marketplace is the ability to self-serve and integrate new solutions into our system on our own. We simply go to the Marketplace, find the vendor we want, and activate the integration in a few clicks. If any follow-up is needed, our customer success manager reaches out with clear instructions on what to do next.

What really sets the Marketplace apart is how smoothly everything works together. Integrations are vetted by PointClickCare, so we know things will work as expected.

The more Marketplace solutions we implement, the more capabilities we gain, creating a comprehensive system that meets all our needs. The ability to build this complete package makes PointClickCare such a powerful solution for skilled nursing facilities like ours.

Improving the experience for everyone

For everyone at Westmoreland Manor, the benefits of Marketplace integrations go beyond improving efficiency. These solutions enable us to dedicate more time to patient care, reduce the potential for staff burnout, and enhance the resident experience.

If these integrations with PointClickCare weren't available, I probably would've retired years ago. Instead, we’ve saved countless hours of paperwork—not to mention a lot of trees and a lot of nurses’ sneakers.