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Integrated SharePoint EDRMS and Dynamics Case Management Solution

Organisation: Health and Care Professions Council (HCPC)
Industry: Healthcare
Location: UK
Size: 280,000 members

"We chose Deltascheme because of their proven track record and industry reputation. From the outset, we found their staff to be very professional and experienced. They worked in partnership with us and were always flexible when changes needed to be made to the project plan."

Guy Gaskins, Director of IT, The Health and Care Professions Council

Overview

HCPC needed a new case management system to handle complaints raised about individuals on the HCPC Register. These complaints could be due to a range of issues, for example failure to provide adequate patient care, criminal conviction, police conviction or inappropriate behaviour towards a colleague or service user. There was also a need to process large amounts of physical records and support CRM integration with a third-party vendor

Key Benefits

  1. Integrated document scanning
  2. Business intelligence reporting tools
  3. Information governance for uploaded data
  4. Controlled access for 280,000 members
  5. Complex searches

The Challenge 

HCPC had large amounts of physical data that needed to be accessed easily and quickly and collated against complaints. This process was slow and manual. Alongside this there was a vast membership of 280,000 members who would need to upload information within governance guidelines. The solution needed to fit with the CRM being implemented as well as simplify the processes involved with complaints procedures. HCPC also required reporting on the complaints processes, in order to highlight deficiencies within the management procedures. There was also a need to perform complex searches on the data in a simple environment that end users could understand. Adoption of technology was a key factor within the large membership as there was a broad range of IT skills within it.

The Approach

Deltascheme first looked at which technology would ensure maximum adoption. Most users were familiar with Microsoft and so SharePoint 2010 was selected as an appropriate environment. Within this its connection to a scanning device along with the collation of necessary metadata would allow for governance to be implemented. By studying business processes, listening to end users and applying their expertise, Deltascheme could speed up the inefficiencies and maximise integration with the CRM solution.

Despite a successful integration with the Dynamics based case management system I couldn’t help wonder if HCPC would have been better served building the case management solution in SharePoint as a much simpler and cost-effective approach”

Simon Wright, Deltascheme Technical Consultant.

The Solution 

Deltascheme chose to design, build and deploy a corporate SharePoint (EDRMS) to initially support the implementation of the new CMS. The 3rd party CMS was used as the front-end application to enable the users to undertake all case related activities. SharePoint then provided a robust and secure repository for the storage of all the related documents against the corporate information architecture. It was ensured that case documents could be added to SharePoint in several ways to accommodate the membership as well as HCPC. These included the ability to upload files directly to SharePoint, Create documents through Charter, Scanning paper documents through utilising Kofax as a solution. When creating new content, such as Word documents or scanned records, the integrated solution allows the users to semi-automatically apply the required metadata for each document through the system. Users may also upload documents directly and the solution will still enforce the application of the necessary metadata. If a user wants to retrieve a document, they can do so from within the case management system, without the need to go to SharePoint, or, if they want to run more complex searches, they can do so directly in SharePoint. Deltascheme also created over 90 bespoke different searches to aid reporting.

The Result

HCPC are now able to efficiently manage the logging, processing and tracking of all the complaints they receive. Documentation and supporting literature required to support each case is now centrally located and managed within a SharePoint repository against the corporate information architecture. This allows for more informed decision making and better control over each case. Business intelligence allows HCPC to monitor and measure the performance of the complaint management process based on a wide variety of KPI’s and metrics.