Case Study: Project Management for Implementation of a Med Info Management System

Driftpin helped a major Medical Information Call Center required a new system to better manage its clients' Med Inquiries, Product Complaints, and Potential AEs from HCPs and their patient community

June 20, 2024

Client: Medical Information Call Center

Industry: Healthcare Services

Project Scope: Configuration, implementation, and workflow process definition of a multi-client medical information management database application.

Background: Driftpin’s client is a leading medical information call center that serves over 50 global clients across various disease states and patient populations. The center receives, triages, and proposes calls from Health Care Providers (HCPs) and patients who submit medical inquiries, make product complaints, and report potential adverse events. To improve operational efficiency and compliance, the call center needed to implement a new, robust medical information management system - essentially a database application built to collect, triage, manage, track, and report on these interactions. The end users of the system are agents who are PharmDs and associated HCPs.

Objectives:

The objectives of the system implementation were to make the system operational, ensure seamless end-user transition, and provide the organization with enhanced business capabilities. To that end, Driftpin provided the following categories of services, working in conjunction with the technology vendor that manufactured the software.

  • Project Management: Oversee the entire project lifecycle from planning to execution.
  • Client Management: Maintain clear and effective communication with internal and external stakeholders.
  • System Implementation: Work with the technology provider to configure and deploy the medical information database.
  • Integration and Migration: Integrate with existing systems and migrate data.
  • Validation: Work with the technology vendor and our client to delineate a validation strategy that ensures the system continuously meets regulatory and quality standards.
  • Training: Train staff on the new system and processes.
  • Communications: Keep all stakeholders informed throughout the project.
  • Executive Reporting: Provide regular updates and reports to executive management.
  • Risk Management: Identify and mitigate project risks.
  • System Roll-out: Manage the roll-out of the new system across all client operations.
  • Production Tracking and Re-alignment: Monitor production and realign processes as needed.
  • KPIs and Metrics: Establish and track key performance indicators (KPIs) and other operational metrics.

Scope of Work:

  1. Project Management:

    • Developed a comprehensive project plan with clear identification of key personnel, assigned workstreams, set milestones and clear deliverables.
    • Assigned roles and responsibilities using a RACI matrix to ensure accountability.
    • Conducted regular progress reviews and made adjustments as needed.

  2. Client Management:

    • Held kickoff meetings to align expectations and establish communication protocols.
    • Provided regular updates through emails, meetings, and reports.
    • Addressed client concerns promptly and effectively.

  3. System Implementation and Configuration:

    • Configured the medical information handling database to meet client-specific needs by analyzing and documenting current workflows and translating to the new platform’s capabilities.
    • Ensured the system was scalable to accommodate future growth.

  4. Integration and Migration:

    • Integrated the new system with existing CRM and telephony systems.
    • Migrated data from legacy systems with minimal disruption to ongoing operations.

  5. Validation:

    • Conducted thorough testing to validate system performance and compliance with industry standards.
    • Documented all validation activities to ensure traceability and accountability.
    • Worked with a Technology vendor to establish a sustainable software maintenance program consistent with their Software Development Lifecycle that allowed Driftpin’s client to plan and manage validation of software updates effectively and efficiently.

  6. Training:

    • Developed training materials and conducted in-person and remote training sessions for all users.
    • Provided ongoing support to address any questions or issues post-implementation, particularly identifying and creating/providing training on new system features.

  7. Communications:

    • Maintained clear and consistent communication with all stakeholders.
    • Used multiple channels (email, meetings, dashboards) to ensure information flow.

  8. Executive Management Reporting:

    • Created executive management reports highlighting progress, risks, and mitigations and setting expectations correctly amongst senior leadership.
    • Presented regular updates at executive meetings.

  9. Risk Management:

    • Identified potential risks early and developed mitigation strategies.
    • Established a risk management program that extended to other operational aspects of the company, allowing for a holistic approach to risk and change management.
    • Monitored risks throughout the project and adjusted plans as necessary.

  10. System Roll-out:

    • Coordinated the roll-out of the system in phases to ensure smooth transition and to provide a graduated approach to handling end user questions and issues.
    • Provided on-site support during go-live phases to address any issues immediately.

  11. Production Tracking and Re-alignment:

    • Monitored system performance post-implementation to ensure it met operational goals.
    • Made adjustments to processes based on production data and feedback.

  12. KPIs and Metrics:

    • Established key performance indicators to measure system performance and user adoption.
    • Used dashboards and reports to track and communicate these metrics.

Challenges:

  • Complex Integration: Integrating the new system with multiple existing systems required careful planning, testing, and execution.
  • Data Migration: Migrating large volumes of data without disrupting operations was a significant challenge.
  • User Adoption: Led training that ensured all users were comfortable with the new system and workflow processes.

Solutions and Outcomes:

Effective Project Management:

  • Driftpin implemented a detailed project plan with clear milestones and responsibilities.
  • Regular progress reviews and adjustments ensured the project stayed on track.

Successful System Implementation:

  • The system was configured and deployed successfully, meeting all client requirements.
  • Integration with existing systems was seamless, ensuring continuity of operations.

Comprehensive Training and Support:

  • Training sessions ensured all users were well-prepared to use the new system.
  • Ongoing support helped address any post-implementation issues quickly.

Positive Impact:

  • Improved operational efficiency and compliance.
  • Enhanced ability to handle medical inquiries, product complaints, and adverse event reports.
  • Greater client satisfaction due to improved system performance and reliability.

Conclusion: Driftpin’s comprehensive project management, effective client communication, and rigorous validation ensured the successful implementation of the medical information handling database. This initiative improved operational efficiency and reinforced the call center’s ability to provide high-quality services to its clients.

For more information on how Driftpin can help your organization achieve its project management and system implementation goals, contact us at: