Professional Services Approach


"Voicebrook did a tremendous job in all aspects of the project. We have had a very successful transition to voice recognition and most of the success is due to Voicebrook's excellent project planning and execution. I am not sure it would have been a success with any other vendor."

Dr. Jeffrey K. Smith, Medical Director
Billings Clinic Laboratory


Analysis & Planning

"Organizing is what you do before you do something, so that when you do it, it is not all mixed up." -- A.A. Milne

Often overlooked by vendors who provide one size fits all solutions, the analysis and planning phase is critical in setting up a successful pathology reporting implementation, that mitigates the risk of not meeting client expectations. During this phase we assign a project manager who conducts a kickoff and planning meeting with key project stakeholders. The kickoff meeting facilitates the discussion of project expectations, communication protocols, determining critical success factors and potential roadblocks, change management, and team roles for the project are assigned. We solicit information regarding our clients' pathology practice and reporting policies based upon a known set of best practices, which have helped us to deliver 100's of successful pathology reporting solutions. 

Once the kickoff meeting is completed, and information is analyzed, the Voicebrook project manager will draft a project plan that aligns resources and project goals to deliver a timely solution for our clients.  The project manager will present the plan to the key client stakeholders, and based upon their feedback will adjust any elements in order to accommodate expectations.  Over the next few weeks, our team will work to coordinate project efforts. Weekly calls will be held to discuss project status and coordinate deliverables. Our team will communicate with all key stakeholders and provide accurate and timely project status updates and help negotiate any roadblocks that jeopardize a timely Go-Live.

Preparation for Productive Use

"Before anything else, preparation is the key to success." -- Alexander Graham Bell

During this stage of the project, final preparations are made for Go-Live.  All software and hardware is installed and tested on production machines, and the final walkthrough is completed.  The project plan is reviewed and all project tasks and milestones necessary for Go-Live are confirmed to make sure that no unnecessary risks are introduced into the Go-Live process. Training schedules for your staff and administrators are also completed and reviewed.  A final call will take place to go over project status and expectations for Go-Live, and any last minute items that could impact upon the success of Go-Live will be discussed, and measures will be taken to further mitigate risks.

The purpose of this stage is to make sure that everything is in place prior to our arrival in order to ensure the most seamless and successful Go-Live possible.  We make sure that no element of the project is left to chance so that we do not waste your staffs valuable time resolving issues that could have been addressed prior to Go-Live.   We understand that many people are uncomfortable learning new technologies, and we want to make sure that every effort is made to help them be successful and ease their transition by making a great first impression and instilling confidence in the professionalism of our staff.

Workflow Integration & Customization

"In the digital age, it's all about personalization and customization." -- Tim Bajarin

Our ability to integrate our software into complex workflows in any Anatomic Pathology (AP) system is one of the key differentiators that sets us apart from the competition. During this project phase we document reporting process workflow and map out associated voice commands and integration points. Voicebrook will tailor its solution to comply with expected functional requirements and reporting goals, while minimizing the steps and time it takes to complete a dictation in your AP system.

Our implementations staff will build and test our integration within a designated test system that is running the identical software and workflow as your live environment. We will work with key stakeholders to identify what elements of your system require access during the reporting process, and we will create voice commands, and methodologies to allow your staff to access, view, and dictate into identified areas of the system. This phase can be performed on-site or remotely depending upon access and preference, and once completed and tested by our staff, the new workflow will be presented to client stakeholders for approval before Go-Live.

In addition to building workflow, we also help your staff determine and build template content during this phase.  We have a combination of best practices combined with three specific methodologies for gathering template content and building templates. These methodologies accelerate the template build process for your staff, while ensuring a comprehensive set of high quality templates for production use. Voicebrook will mix and match its set of tools to create appropriate group and individual content for your staff. Methodologies include...
  • reviewing our comprehensive database of gross and microscopic templates and modifying them to adhere to site standards for content and formatting
  • gather existing templates from transcriptionists and pathology staff and convert them to adhere to new site standards and formatting
  • gather existing reports from your AP system and Voicebrook staff will build a set of comprehensive templates that matches your existing reporting style and formatting

Go-Live

"Excellence is an art won by training and habituation.  We are what we repeatedly do.  Excellence, then, is not an act but a habit." -- Aristotle

Voicebrook's approach to Go-Live is different than most speech recognition vendors. We have found that the most effective way to train our users to be successful is to provide one-on-one training during a staggered Go-Live roll-out. Each user receives approximately 2 hours of personalized training in their environment while working on live cases, and once completed, they immediately begin working in a production environment.

After training is completed Voicebrook specialists monitor user progress and provide supplementary follow-up as needed over the designated Go-Live period. The on-site time period is based upon proven metrics for successful use that have been derived from training thousands of different users with different skill sets and needs.


Transition to Support

"Customer service is not a department, it’s everyone’s job.." -- Anonymous

Once the designated Go-Live period is completed, a "Transition to Support" meeting is held to discuss any outstanding follow-up's as well as procedures for contacting and receiving support once Voicebrook staff is no longer on-site. Voicebrook encourages our clients to contact us for even what most consider minor issues. We have learned that it is critical for clients to continue to communicate with us even after we have left their site.

In the weeks following a successful Go-Live, Voicebrook will provide administrators with an assessment of each user with recommendations based upon observed behaviors during the Go-Live period. Voicebrook will also arrange for daily calls to discuss any issues or questions that arise once we are off-site, provide all users and administrators with access to a project assessment survey, and we will schedule a follow-up on-site visit to conduct refresher trainings and address any outstanding issues. In the meantime, we will continue to encourage and provide remote supplemental training support for those users who require additional one on one time.