.jpg "Daniel Godla")
Effective care management requires more than simply connecting patients with healthcare services. Care management organizations must coordinate with providers, engage patients, maintain compliance, document interactions, monitor data, and demonstrate measurable results.
Prism Care, a remote care management organization founded in 2019, uses ThoroughCare's care coordination platform to help manage these challenges. According to Kerry Brooks, CEO of Prism Care, ThoroughCare has helped the organization improve patient engagement, increase patient satisfaction, streamline care management workflows, and evaluate its financial performance in real time.
Since implementing ThoroughCare in 2022, Prism Care has expanded its use of care management programs including Chronic Care Management (CCM), Remote Patient Monitoring (RPM), Behavioral Health Integration (BHI), Transitional Care Management (TCM), and Annual Wellness Visits (AWV).
What Is Prism Care?
Prism Care provides remote care management services for patients with chronic and complex health conditions. The organization works with primary care, neurology practices, and is expanding its services to additional specialties.
Prism Care operates as an extension of the physician's office, helping care teams support patients between office visits. Its care management team works closely with providers to monitor patients, identify potential issues, coordinate care, and maintain ongoing patient engagement.
Kerry Brooks explains that the goal is to allow physicians to focus on clinical care while Prism Care helps manage the ongoing interactions and coordination that occur between appointments.
Why Did Prism Care Choose ThoroughCare?
Prism Care implemented ThoroughCare in 2022 after evaluating the needs of its growing care management operation.
According to Brooks, three factors were particularly important:
- Reliability: Prism Care needed a platform and infrastructure that its team could depend on.
- Technology: The organization wanted access to modern care management technology.
- Compliance: Real-time audit readiness and the ability to capture comprehensive information were critical to Prism Care's operations.
ThoroughCare provides Prism Care with a centralized platform for capturing care management data, documenting patient interactions, managing workflows, and supporting compliance.
How ThoroughCare Supports CCM, RPM, BHI, TCM, and AWV Programs
Care management programs can create significant operational complexity for healthcare organizations. Each program has its own workflows, documentation requirements, patient interactions, and billing considerations.
Prism Care uses ThoroughCare to support multiple programs, including:
Chronic Care Management (CCM)
CCM helps care teams provide ongoing support to eligible patients with chronic conditions. ThoroughCare helps organize patient information, care plans, interactions, follow-up activities, and documentation associated with ongoing care management.
Remote Patient Monitoring (RPM)
RPM enables care teams to monitor patient health data remotely. ThoroughCare helps organize RPM workflows and provides care teams with information they can use to identify issues and communicate with patients and providers.
Behavioral Health Integration (BHI)
Prism Care also uses ThoroughCare for behavioral health services, helping integrate behavioral health-related workflows into its broader care management operations.
Transitional Care Management (TCM)
Prism Care is expanding into TCM, using its care management infrastructure to support patients during transitions between healthcare settings.
Annual Wellness Visits (AWV)
AWVs are another area Prism Care is moving into as it expands the services it can provide to its partner practices.
By supporting multiple programs within a single platform, ThoroughCare gives Prism Care a centralized environment for managing its care coordination operations.
How ThoroughCare Helps Care Teams Manage Patients Between Visits
One of the most important aspects of Prism Care's model is supporting patients between physician appointments.
Rather than replacing the physician, Prism Care works alongside the practice's care team. Its staff stays connected with patients and communicates important information back to the provider when necessary.
Brooks describes this relationship as an extension of the physician's office.
This approach allows the physician to focus on diagnosing and treating patients while the care management team provides ongoing support, monitoring, communication, and follow-up.
When a potentially critical issue is identified, Prism Care can communicate with the physician's care team and escalate the situation when appropriate.
How ThoroughCare Supports Nurses and Care Managers
Care management requires significant administrative work in addition to direct patient interaction.
ThoroughCare helps Prism Care's nurses prepare for patient interactions, document what happened during the interaction, and establish the next steps for follow-up.
This workflow allows nurses to spend less time managing administrative processes and more time focused on patient care.
For Prism Care, the platform functions as part of the operational infrastructure supporting its care management team.
Improving Patient Engagement With Care Management Technology
Patient engagement is one of the key metrics Prism Care tracks.
When Prism Care initially measured its patient engagement rate, it was below 50%. According to Brooks, the organization has since increased that rate to 75%.
ThoroughCare's data and Analytics have helped Prism Care better understand what is working and where workflows need to change.
Rather than relying solely on anecdotal feedback, Prism Care can evaluate its performance using measurable data and use those insights to refine its care management processes.
Prism Care's Patient Engagement Improvement
Initial patient engagement: Less than 50%
Current patient engagement: 75%
This improvement demonstrates the importance of measuring patient interactions and using performance data to continuously refine care management workflows.
Increasing Patient Satisfaction From 45% to 90%
Patient satisfaction is another major area where Prism Care reports significant improvement.
According to Brooks, Prism Care's satisfaction score was approximately 45% before the organization made changes to its approach. With the help of better data, workflow improvements, and care management processes, Prism Care increased patient satisfaction to 90%.
Brooks emphasizes that tracking these metrics helps the organization better understand its patients and identify opportunities to improve the care experience.
For a remote care management organization, patient satisfaction can be particularly important because successful programs depend on patients consistently engaging with their care team.
100% Satisfaction From Providers and Office Managers
Prism Care also evaluates the experience of the healthcare organizations it serves.
In a recent survey, the organization reported 100% satisfaction among providers and office managers.
According to Brooks, this level of satisfaction would have been difficult to achieve without the infrastructure and capabilities provided by ThoroughCare.
The result highlights another important component of care management technology: the platform needs to support not only the patient, but also the healthcare professionals responsible for delivering and coordinating care.
Using Real-Time Data to Improve Care Management
Data plays a central role in Prism Care's approach.
ThoroughCare allows the organization to capture a large amount of information related to patient interactions and care management activities. Prism Care can then use that information to evaluate performance and identify areas for improvement.
Real-time visibility allows the organization to ask questions such as:
- Which workflows are working?
- Where are patients becoming less engaged?
- What processes need to be changed?
- Which care management activities are producing the best results?
- Where can the organization improve efficiency?
- How can care teams better support patients?
This data-driven approach allows Prism Care to continually refine its operations.
How ThoroughCare Helps With Compliance and Audit Readiness
Compliance is a critical consideration for organizations providing Medicare care management services.
Prism Care identified real-time audit readiness as one of the reasons it selected ThoroughCare.
A care management platform needs to help organizations capture the information necessary to demonstrate that services were delivered appropriately and that required activities were documented.
By centralizing care management information and workflows, ThoroughCare helps Prism Care maintain visibility into its operations and documentation.
For organizations managing programs such as CCM, RPM, BHI, TCM, and AWV, having a structured technology platform can reduce the administrative burden associated with maintaining compliant workflows.
Reducing the Operational Burden for Healthcare Practices
Implementing care management programs can be challenging for physician practices.
Practices may need additional staff, technology, devices, workflows, documentation processes, and administrative resources to successfully operate programs such as CCM and RPM.
Prism Care's model is designed to reduce that burden.
According to Brooks, partner practices do not need to add new people or take on the same level of financial and device-related risk associated with building these capabilities internally.
Prism Care operates as an extension of the practice while ThoroughCare provides the technology infrastructure supporting the care management operation.
This creates a model in which the practice can access additional care management capabilities without having to build the entire infrastructure internally.
Improving Financial Performance With Real-Time Business Data
The benefits Prism Care sees from ThoroughCare extend beyond patient and provider outcomes.
Brooks explains that the platform allows Prism Care to evaluate its business performance in almost real time and make adjustments based on what the data shows.
Over the previous year, Prism Care reports gaining six margin points.
For a care management organization, the ability to understand operational and financial performance is critical. Real-time data can help leadership identify inefficiencies, evaluate workflows, and make informed decisions about how resources are allocated.
What Can Healthcare Organizations Learn From Prism Care?
Prism Care's experience demonstrates several important lessons for organizations building or expanding care management programs.
1. Care management requires reliable technology
As care management programs expand, organizations need technology that can support increasingly complex workflows without creating additional infrastructure challenges.
2. Patient engagement should be measured
Organizations cannot effectively improve engagement if they do not know how their patients are interacting with their care teams. Tracking engagement provides a measurable way to identify opportunities for improvement.
3. Patient satisfaction is an important performance indicator
Patient satisfaction provides insight into whether care management services are creating a positive experience for the people receiving them.
4. Data can improve both clinical and business decisions
Real-time information can help care management organizations understand patient outcomes, operational performance, workflow efficiency, and financial results.
5. Technology should support—not replace—care teams
The goal of care management technology is to reduce administrative complexity and give nurses, care managers, and providers better tools to support patients.
The Results: Prism Care and ThoroughCare
Prism Care's experience with ThoroughCare demonstrates how care coordination technology can support both patient-facing and operational improvements.
According to Prism Care, its results include:
These results illustrate how care management technology can provide value across multiple areas of an organization—from patient engagement and satisfaction to compliance, workflow efficiency, and financial performance.
Conclusion: Using Technology to Scale Care Management
As healthcare organizations continue to expand value-based care and remote care management services, technology plays an increasingly important role in connecting patients, providers, nurses, and care teams.
Prism Care's experience shows how a centralized care coordination platform can help an organization manage multiple programs, improve patient engagement, monitor performance, support compliance, and optimize operations.
For Prism Care, ThoroughCare has become more than a software platform. According to CEO Kerry Brooks, it has become part of the system that enables the organization to improve both what it does and how it delivers care.
By combining care management workflows, real-time data, patient engagement tools, and operational insights, ThoroughCare helps organizations like Prism Care build scalable processes for delivering coordinated, patient-centered care.
Frequently Asked Questions
How does Prism Care use ThoroughCare?
Prism Care uses ThoroughCare to support remote care management services and programs including Chronic Care Management (CCM), Remote Patient Monitoring (RPM), Behavioral Health Integration (BHI), Transitional Care Management (TCM), and Annual Wellness Visits (AWV).
What improvements has Prism Care seen using ThoroughCare?
According to Prism Care CEO Kerry Brooks, patient engagement increased from less than 50% to 75%, while patient satisfaction increased from approximately 45% to 90%. Prism Care also reported 100% satisfaction among providers and office managers and a six-margin-point improvement over the previous year.
How does ThoroughCare support patient engagement?
ThoroughCare provides care management workflows and data that help care teams track patient interactions, evaluate engagement, identify areas for improvement, and establish follow-up activities.
How does ThoroughCare help care management organizations with compliance?
ThoroughCare provides structured workflows and documentation capabilities that help organizations capture care management activities and maintain visibility into their operations and audit readiness.
What care management programs does Prism Care provide?
Prism Care currently works with CCM, RPM, and BHI and is expanding into TCM and AWV services.
How does Prism Care work with physician practices?
Prism Care operates as an extension of the physician's office, providing care management support between office visits and working closely with the practice's care team.
Why is real-time data important for care management?
Real-time data allows care management organizations to monitor performance, identify workflow problems, respond to patient needs, and make operational and financial adjustments more quickly.
How can care management technology benefit healthcare practices?
Care management technology can help practices manage complex workflows, coordinate care, document patient interactions, monitor performance, and support programs such as CCM and RPM without requiring practices to build all of the necessary infrastructure themselves.