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Xerox Client (Hospital) Success Case Study

7 Dec, 2010 By: Editorial Staff - Client: Hospital / Healthcare

Xerox Client (Hospital) Success Case Study

After more than a decade, a major hospital system still counts on Xerox to optimize printing across its enterprise.

The Challenge
Located in the Southwest U.S., this hospital and medical center is a not-for-profit hospital with over 700 beds  that provides a wide range of health, social and support services, with special advocacy for the poor and under served. It’s a highly accredited and nationally recognized center with a variety of specialties. The hospital is part of a 40+ member hospital system in Arizona, California and Nevada. For over a decade, Xerox has provided the services and technologies to handle key document-related functions for the hospital as outsourced services. These have included management of the hospital’s production center and service for all on-site equipment, plus a move to print-on-demand document production, with initial yearly savings of more than $500,000.

And the cost of document production was the early focus. But as time went on, it became apparent that the real challenge was to find additional savings beyond the cost of cheaper if no one is using it, so utilization rates moved into the spotlight. In addition, new legal requirements related to the use of health information and patient privacy have reinforced the importance of making the right document-production purchases and adhering to specific processes. According to the Health Information Technology for Economic and Clinical Health (HITECH) Act, hospitals and their vendors are required to notify patients within 60 days if patient data is breached—or risk steep fines. Once again, the hospital turned to the Xerox team for help with meeting the daily demands of staff, patients and regulators, in addition to the ongoing need to cut costs.

The Solution
Xerox Global Services was already helping this hospital through a managed services contract when it renewed in early 2006. We conducted an Office Productivity Assessment, which allowed us to optimize equipment in-house and streamline document processes, saving the hospital another $300,000 each year on equipment and services. Based on service, quality and cost, outside. Through the installation of Xerox  multifunction devices with secure print and other features, the hospital increased device utilization overall while safeguarding documents related to patient privacy. The right processes are essential to comply with ongoing Health Insurance Portability and Accountability Act (HIPAA) regulations and to avoid fines related to the new HITECH regulations going into effect.

In late 2006, we also added a Xerox iGen3 Digital Production Press to the hospital’s production center to meet growing demands for marketing-related documents and brochures—and reduce the associated costs. The iGen printer brought offset-like quality to the hospital’s on-site print center at a substantially lower cost than what could be provided by outside vendors. The quality proved to be so impressive that print services were later offered to its other sister hospitals. Our document outsourcing solutions now include all of these value-added components: Asset management and device optimization, increasing overall utilization, cutting costs and ensuring the safekeeping of patient information in a wide variety of documents;  DocuCare services, enabling device up time of 99% and allowing clinicians and their staff to focus on patient care; Print-on-demand services, including 4-color, to produce more materials in-house, save on printing and storage costs, and eliminate forms obsolescence; Web-based forms management, providing streamlined ordering, tracking and reporting capabilities; Mail services for shipping/receiving and courier services to multiple off-site locations.

The Results
Through continuous teamwork between Xerox and the hospital’s management, it has achieved remarkable results in every document-related area. Not only are multifunction devices changing the way staff work—the devices’ secure print and other features are also helping the hospital protect patient information.

In addition, our client is:

  • Saving more than $300,000 on equipment and services each year, with device up-time at 99%.

  • Producing high-quality marketing materials for over half the sister hospitals, with annual savings of more than $250,000 on color and marketing-related materials.

  • Driving additional savings in the hospital’s copy center—another 13% reduction in its cost-per-copy rate since 2007-through aggregation across all of the 40+ hospitals.

  • Cutting costs by 30% through the hospital’s Web-based forms-management program, by eliminating forms obsolescence.

  • Focusing on core patient services through the time savings made possible by document services managed by the Xerox team.

  • Enjoying exceptional customer satisfaction, with the hospital giving Xerox services its highest customer satisfaction ratings every year since 2005.    

About Xerox Global Services:

Xerox Global Services is a world leader in document outsourcing services with industry expertise that helps you reduce costs, achieve operational excellence and grow revenue. Our unique combination of experience, technology and delivery capabilities enable integration, transformation and continuous innovation of your office environment, centralized print production, and communication and business processes. We deliver excellence in every corner of the world—locally, nationally, globally. For more information on how XEROX and leading healthcare companies, visit  www.xerox.com/healthcare or call 1-800-ASK-XEROX, ext. 948.

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