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Voice: PointClickCare, EVP and General Manager for Home Healthcare, Mark Tomzak

This article is sponsored by PointClickCare. In this VOICES interview, Home Health Care News talks with PointClickCareEVP and General Manager Mark Tomzak, how to build the best remote culture, how the definition of “appropriate care settings” changed in 2020, why home care Learn what was done. The industry is at the heart of the new normal care transition.

Home Health News: What kind of career experience do you most often draw to know your position at PointClickCare?

Mark Tomzack: We have always been a big supporter of the PointClick Care culture. We can separate ourselves by the value of providing solutions to our clients, not by their functionality, and by the people who work to bring the best to the market. And I think that changed in 2020. A way to maintain culture when you’re away, rather than focusing on it. Everyone works from home. Unfortunately, some people may be invisible and out of their minds. How do you work together to have that common vision?

I have lived in Minnesota for the last 32 years. Neither of the two companies before I was CEO was in Minnesota. There were two offices in one, Charleston, South Carolina and New Jersey. Other companies were based north of Toronto. When I ran them, I was the only remote person in those companies. I’m really crazy about how I felt, was outside, and wanted to be included in my daily work.

It’s not just about setting up traditional meetings. How do you spend a happy time bringing people closer? How do you have a coffee chat? How do you help people get to know each other and their private lives? This year we focused on that.

2020 is probably the most difficult year we all have experienced, and I think the home care industry has played an interesting role in that. At the tactical level, what was the most memorable thing about how home care and home care responded to COVID?

Tom Zack: I think it was just a front-line worker in any care environment. It was an interesting year and everyone had to change and get together. From a home care perspective, many of our clients are beginning to build ties with hospitals and nursing homes, helping them overcome the crisis of too many out-of-service services, especially on the hospital side. These are strategic partnerships, not just for financial gain, helping people survive the year and manage their care needs.

I was also impressed with how everyone joined to make sure the PPE was available. There are some people who take it for themselves, regardless of whether they actually made the PPE or bought it from their notebook. They confirmed that those front-line workers had the equipment they needed to feel as safe as possible. I was thrilled. You can tell the story of people who stood up just to do the right thing, just because they felt it was right for them.

In your view, how did the concept of “appropriate care environment” change in 2020?

Tom Zack: I started to be careful with any settings. “Where is the person now, where can I go next, what is the best place for them?” “In a skilled care facility” “At the hospital” “At home” I think I really broke the wall of the silo. It really was, “Take people where they want to be.” In many cases, the safest environment was their home. If they are there, how do you keep them there? How can I get them home if they aren’t there, but isn’t there a step back in the care they receive?

I think there are organizations and institutions like therapists, clinicians and AIDS that have done a good job of making sure that they are creating a particular group so that they can travel together. This is like the spirit of a herd of people in this group visiting this patient, making sure that no other people are included to avoid further increasing the likelihood of the virus spreading further. However, you can monitor it better. There is a lot of talk about blurry lines, or important lines in separate care environments, no longer separating. It is, “Where should the person be for proper care and should he receive the safest care?”

Do you think the most significant operational changes we’ve seen in home care in 2021 will change the industry permanently beyond the pandemic?

Tom Zack: In home care, healthcare providers visiting patients were very accustomed to remote work. In many cases, they never entered the office before. That was their job. I think it was the clerical staff that changed. In many cases, they run key personnel and had to learn to actually collaborate remotely. It was a big change for them and they had to figure out how to do it.

One of the major tactical events that has changed in the right direction is the increasing use of telemedicine and telemedicine. That’s something we don’t think we’ll take a step back. There are now a variety of products on the market, such as the HEAT Act, seeking reimbursement for these types of services at home and promoting them in more remote ways to provide more hands-on care. I will. Telemedicine and telemedicine will be great supporters of progress.

What are the main ways PointClickCare can help home healthcare providers in 2021 to bring older people home and out of the hospital?

Tom Zack: Everyone wants to stay home, and if they aren’t at home, they want to go home, but we know that all care settings are essential for certain types of medical conditions. .. Nothing is gone. As our population grows older, the need for SNF, livelihood support and home health care will increase. One of the things we’ve focused on, which has been done over the last couple of years, is these cross-continuum features. Wherever the patient is, we want to make sure that the data they have, such as medications, allergies, diagnostic tools, and demographics, leads to the care environment rather than following the patient.

We have a large market share in the SNF and Assisted Living markets, and the new acquisition of Collective Medical in the healthcare market ensures that information is available for any care. It was. That information is then shared wherever you are, so people can make the right decisions to provide the right care and see that information at their fingertips.

Why is the transition of care so important in 2021? Also, what role do you think the house will play in this year’s transition?

Tom Zack: The transition of care is huge now. We have seen this throughout this COVID time frame. No matter where the care is taken, without COVID, the need for the right information at the fingertips of the clinician and the person providing the care will go a step further. You need a seamless process. It doesn’t work well in a non-automated way.

For example, if you are discharged and your next location is a nursing home, that person often does not reach the nursing home. They can end up in home care. These transitions of care need to guide the patient where they are going, so they need to know not only where they are, but how they behave. And you also need to know where they can go next. These are the essential buckets for each person’s success, wherever they are.

What are the most important steps home care providers can take this year to ensure their company’s financial position?

Tom Zack: A year ago, home health care passed PDGM. It was a change in how they provide care and how they pay for care, a big shift for everyone, a big waste of cash flow, and a difference in how people pay for later timeframes. Many of the agencies were actually very lucky. The incentive from PDGM was that we were able to actually offset some of the cash flow shortfall to survive that time frame. Now, this year, there are free RAPs and other regulations that actually limit payment methods and paces.

It’s important to know how to treat them as an organization, stay in front of them, and counter them. No one is doing business like in 2019. After migrating with unpaid RAP in 2021, the business will not be as good as it was in 2020. To maintain that financial position, you need to stay ahead of the pace. You need to understand all these Medicare Advantage programs. We have also seen many home care providers betting on the hospice market to offset some of these reimbursement payments and delays. The redemption amount is a little higher in the area. It seems like a natural extension of things from the home health aspect.

It was as bad as 2020, but what makes you hope for the 2021 home care industry?

Tom Zack: Looking at the figures since 2020, all censuses have declined in the March, April, May, and June timeframes. It was like where you were where you stayed in that time frame. By the second half of 2020, the number of censuses had increased to the number before that year, and by the end of 2020 it was actually higher than the previous year.

Referrals to homes are increasing rather than referrals from hospitals to SNF, which is part of the cause. Referrals from hospitals to home care in October 2020 increased by 109% compared to October 2019. One of the reasons was that I knew that the population was aging in the first place, so I knew that this market would explode. COVID may have applied this to steroids a bit more. With SNFat Home and Hospital at Home, more sensitive patients can receive care wherever they want, at home.

Editor’s Note: This interview has been edited for length and clarity.

Home care data collected on a daily basis must be accurate, accessible, and practical. To learn how PointClickCare can help simplify the transition to home health care Visit

The Voices Series is a sponsored content program featuring top executives discussing trends and topics, shaping the industry in a question-and-answer format. For more information on Voices, please contact

Voice: PointClickCare, EVP and General Manager for Home Healthcare, Mark Tomzak

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