You’ve done your homework. You’ve read about care coordination software and compared a few companies that provide it. You like ThoroughCare. You see our intuitive solution as the best way to manage your patient population, and our pricing is suitable for your needs.
You may have concerns about set-up, or wonder what our timeline is. Maybe you’ve had a bad experience with software in the past? Don’t worry!
In this article, we’ll review ThoroughCare's standard implementation timeline and process. We’ll also review our training materials, support resources, and other options available to you as a valued partner.
How Long Does It Take to Set Up My ThoroughCare Site?
Site creation is fast and easy.
Our software is entirely cloud-based, so there’s no need for our team to install any hardware. It is an “out-of-the-box” product, implemented remotely.
When the contracts are signed, our Sales Operations team will send an onboarding checklist to confirm your program needs, customization options, key user details, and payment method.
After completion of the checklist, our support and implementation team will create your site within 24-48 hours.
How Fast Can I Get Started?
Once your ThoroughCare site is created you can immediately begin. Although your site will be set up quickly, your team will need to dedicate time and effort to truly "go-live".
Your onboarding is self paced, but it's a good idea to have a structured roll out.
We recommend allocating 3 to 4 weeks for the onboarding process to fully integrate ThoroughCare into your operations.
Here is a typical timeline:
- Platform Instance Creation – created 1-2 days after Onboarding Documentation is received
- Add/Configure Users – Week 1
- Onboarding Call with ThoroughCare Client Success – Week 1-2
- Identify Patients as Candidates for Programs – Weeks 1-2
- User Training – Weeks 1-2
- Patient Import – Week 1-2
- User Testing and Internal Workflow review - Weeks 2-3
- Go Live/Commencement Date – Week 3-4
Rest assured, ThoroughCare includes assistance from your Client Experience Representative and our Support Team. We'll help you every step of the way.
What is the Process to Set Up My ThoroughCare Site?
Once your onboarding checklist is completed, we can begin the site creation process.
1. Create Staff User Accounts
During Implementation, ThoroughCare will create accounts for your Key Users and add admin roles as indicated.
Usually, these roles reflect a select few individuals, such as a manager or project lead, who will oversee your programs. Only ThoroughCare can grant admin roles to users.
From there, only practice administrators can create basic user accounts. It will be their responsibility to do so. All individual users must have their own ThoroughCare account for auditing purposes. All Providers involved in your Care Management program must be added as users, even if they will never log into ThoroughCare.
That said, we will provide instruction during training and through help articles (covered below).
2. Meet your Client Experience Specialist during your Onboarding Call
Your group is assigned a Client Experience (CX) Specialist who will serve as your primary point of contact for the duration of your contract. The CX member will play a crucial role in collaborating with you to reach your goals, collecting your feedback, and ensure we fulfill our commitments.
The Onboarding Call familiarizes you with the ThoroughCare team and establishes a foundation for a successful partnership. We'll walk you through your site implementation, administrative functionality, customization options, and determine future touchpoints.
We suggest involving key stakeholders in the onboarding process, including team members responsible for user training, patient data import, platform management, billing and claims, as well as analytics functions.
3. Identify and Provide Patient Data for Import
We will provide our own CSV file template. This assures all the necessary patient information is imported into ThoroughCare.
Once you have collected your patient data, share it through a secure file transfer. ThoroughCare will provide this resource as a part of your onboarding checklist.
Typically, we can import your data within 1-3 business days. A clean, well-formatted CSV file will promote a fast turnaround.
You can also manually add patient data to your ThoroughCare site, import patient data via EHR integration, or utilize ThoroughCare's API for direct feed.
Is Training Available for ThoroughCare?
We offer both live and pre-recorded training options.
Before going live, your team will be expected to complete ThoroughCare Academy, a series of self paced, pre-recorded training modules located in your ThoroughCare site.
ThoroughCare Academy allows you to select courses that meet your specific needs and provides all the necessary tools to get started. Each course includes key requirements and a quiz on the subject matter.
Live product training can also be provided by ThoroughCare's on-staff clinical team. Live training typically takes place via a Zoom video call. All members of your team are welcome to join.
Our live training sessions last between 60 and 90 minutes. Additional trainings and refresher courses are available.
As well, we maintain helpful step by step articles for client use.
For additional information, we’ve prepared an article on what to expect during training.
What Support or Resources Does ThoroughCare Offer?
ThoroughCare offers more than just a software solution. We provide a true partnership.
Aside from personalized training, we support your questions and troubleshooting inquiries, add ideas, and offer clinical services and business process consulting
1. ThoroughCare Support
You'll be able to connect with our support team from directly within your ThoroughCare site using our chat functionality.
You can directly message a member of our team with your question, and we’ll quickly respond. ThoroughCare support also has a direct email address, phone number, and can video conference when needed.
Remember, you'll also have your Client Experience Representative as your ThoroughCare advocate.
2. ThoroughCare Ideas Board
ThoroughCare allows you to submit and vote on ideas to encourage implementation. Our product team closely monitors idea submissions to influence our product pipeline.
We want to hear from you! ThoroughCare depends on its customers to inform us how we can improve. Your ideas are essential for us to enhance the customer experience.
3. Clinical Services and Business Process Consulting
When you submit your onboarding documentation, we will send our 120 Day Playbook to help launch your Care Management program.
Should you need additional clinical or business related support, ThoroughCare provides Clinical Services and Business Process Consulting to empower your team with expert guidance and training in care coordination.
ThoroughCare’s consultative services can be tailored to fit your organization’s needs. Our clinical team can assist with workflow optimization, program development, patient engagement, policy development, clinical documentation review, and quality improvement.
Go Live!
When you've completed the above items and truly feel comfortable managing your patient population in ThoroughCare, you may begin.
Overall, you should rest assured that we are open and accommodating to our clients. If you ever have a question or request, do not hesitate to contact us.
We want your experience with ThoroughCare to be of value to your practice. Good Luck!
