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Customer Story

NAVEX One Policy & Procedure Management Slashes Six Months Off Hospital’s Policy Process

San Juan Regional Medical Center cut policy production time from more than six months to an average of 90 days, and greatly improved policy update process and accessibility of the policies.


Industry

Healthcare

People

1,000 employees

Location

Southwestern United States

Regulatory Compliance for the Healthcare Industry

About San Juan Regional Medical Center

San Juan Regional Medical Center (SJRMC) consists of seven healthcare facilities in the Four Corners region of northwest New Mexico that also services parts of Utah, Colorado and Arizona. SJRMC employs over 1,400 personnel and has a medical staff of 130 physicians, as it provides a wide variety of medical services to a widely dispersed population. SJRMC is a locally owned and governed hospital with strong community ties dating back to 1910. Two local physicians originally started the small, eight-bed facility that has grown into a 240-bed non-profit company with seven facilities in its organization.

A healthcare professional in teal scrubs sits on a wooden bench with a stethoscope around his neck. He is focused on a tablet, with a red disposable cup nearby. Sunlight streams through the window blinds behind him.
Challenge

Slow-moving policies make it difficult to ensure accountability

San Juan Regional Medical Center needed a system for connecting its policies with its seven healthcare facilities located outside of the main hospital in San Juan County, and to improve its overall policy management process.

SJRMC needed effective management of policies in a central location. Additionally, the policy creation process needed to be faster, more reliable and with increased accountability. A typical policy passed through six entities, including various levels of document owners, reviewers, approvers and committees before it became an official policy. “Policies were taking sometimes six months to a year to go through everyone’s hands,” said SJRMC policy management administrator Kelli Marsh. “We thought ‘there’s got to be a better way.’”

Another problem facing SJRMC was storage. SJRMC did not have a central way to store and track their policies— many of which existed in a solely typewritten format. Additionally, SJRMC’s document management system for electronic policies did not provide reminders to update documents or possess the capability for a structured review and approval cycle.

  • NAVEX met all of our criteria at a competitive price in a web-based, easy-to-use platform.

    San Juan Regional Medical Center

    Barbara Galvich
    Cardiac Patient Services Manager

  • I think we’ve already achieved our return because the system is organized. Things are getting done in a timely manner now; we’re not waiting six months to a year to get a policy approved.

    San Juan Regional Medical Center

    Kelli Marsh
    Policy Management Administrator

A medical professional wearing a green surgical gown, cap, and face mask stands in a dimly lit room. They are looking to the side, with medical equipment partially visible in the background.
Outcome

NAVEX One Policy & Procedure Management provides efficient and cost-effective solution

When SJRMC selected Policy & Procedure Management software they were looking for a cost-effective solution to handle the process more efficiently and quickly. “We had two other software companies that we narrowed the list to,” said SJRMC Cardiac Patient Services Manager Barbara Galvich. “However, we didn’t feel there were any other options based on the criteria we wanted to meet that would accomplish what we needed to accomplish without using the Policy & Procedure Management software.”

After working with the Implementation Services team to get rolling, SJRMC cut policy production time down to about 90 days on most policies. During the policy process, Marsh can easily identify a stalled document and keep it moving in case a reviewer is on vacation or otherwise unavailable.

Marsh also holds the responsibility of training each of SJRMC’s 90 managers in the use of the software for their policy needs. “Once I get someone into the system and train them on it they can see how it flows and it is easy for them even if they thought it was going to be difficult,” said Marsh. In this way she is able to effectively manage hospital-wide policy, as well as department-specific policy with the same system, eliminating conflicting or redundant policies without sacrificing accountability.

Policy & Procedure Management

Turn your code of conduct and policies into tools for real conversations.

Learn more

Powered by NAVEX One Policy & Procedure Management

NAVEX One Policy & Procedure Management is AI-powered software that automates policy lifecycle, distribution, attestations and tracking.

A healthcare worker in blue scrubs and a mask uses a stethoscope and blood pressure cuff to check an elderly mans blood pressure. The setting appears to be a medical facility with a window in the background.
Results

Centralized policy management demonstrates return on investment

Now that the system is up and running, Marsh feels it makes her job much more manageable. “It has helped us get organized and have an actual process for policy management,” she went on to say. Marsh indicated that adopting Policy & Procedure Management reduced the policy process from more than six months to an average of 90 days and greatly improved the policy updating process and accessibility of the policies.

Policy & Procedure Management’s pre-designed system of reviewers and approvers also helped SJRMC create structure around their policy management process in a way that hadn’t previously existed. “It has helped us get organized and to have an actual process for policy creation,” Marsh said.

Marsh feels that the NAVEX policy management solution has had a positive effect on SJRMC’s policy management system and helped the hospital function more effectively.

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