Q&A: Streamlining Clinical and Administrative Workflows for VA Lab
A key part of new digital transformation efforts at the Department of Veterans Affairs (VA) is the ability to streamline clinical and administrative workflows for laboratory.
For many years, the VA has relied on paper protocols for managing these workflows, which can result in scheduling delays and the possibility for human errors. This is why DSS created Order Tracking Manager (OTM) Lab, a web-based, VistA-Integrated solution that leverages real-time data for providing clear oversight and task management for staff and administrators. OTM Lab is designed to enhance communication between clerks, phlebotomists, and patients, so sites can efficiently manage lab appointments and simplify the phlebotomy collect process.
In the following Q&A, Ricky DeLeon, product line manager at DSS, discusses how OTM Lab provides better visibility into all aspects of Veteran care related to lab work, as well as how the solution reduces administrative burdens and enhances care access.
The following has been edited for length and clarity.
Q: Before we dive in, can you tell us about the pain points and challenges that the VA faces when it comes to achieving streamlined clinical and administrative workflows for lab?
Ricky: Traditionally, lab workflows at the VA have been highly manual and paper intensive. For example, phlebotomists spent a significant portion of their day walking back and forth to retrieve printed lab orders. This constant movement disrupted their workflow and consumed time that could have been better spent on patient care.
The process of calling patients back for blood draws was also cumbersome. Phlebotomists had to either manually announce names or physically enter the waiting room to locate patients. Not only was this inefficient, but it also contributed to crowded waiting areas and longer wait times—situations that aren't ideal for patients or staff.
Tracking key metrics presented another major challenge. Without an automated system, it was difficult to monitor critical details, such as patient wait times, which phlebotomist performed each draw, and overall lab efficiency. The absence of real-time data made it nearly impossible to identify bottlenecks or areas needing improvement.
In addition, mornings required significant preparation. Before the lab even opened, each phlebotomist had to manually create their patient list on paper and cross-check orders and relevant details in CPRS. This was not only time-consuming but also prone to errors—hardly the ideal way to start the day.
These manual processes added up to an inefficient, outdated workflow that increased the likelihood of errors and made it harder to deliver the level of care and efficiency that both patients and staff deserve. These challenges underscored the urgent need for a more streamlined, automated solution in VA labs.
Q: Please tell us about DSS’ Order Tracking Manager (OTM) Lab and how it can help address these challenges.
Ricky: The DSS Order Tracking Manager (OTM) Lab is a web-based application that streamlines and automates traditional lab workflows. It eliminates the need for printed orders by providing phlebotomists with real-time access to lab forms through a dashboard that syncs seamlessly with the hospital's EHR system.
Patient callbacks are made efficient with automated notifications. The system announces patient names via a visual and audio waiting room board, reducing congestion and improving patient flow. Real-time tracking and metrics further optimize operations by recording key details, such as procedure duration and staff assignments, enabling actionable insights and reporting.
Morning preparation is simplified, as OTM consolidates patient lists and order details into one platform, saving time and reducing errors. It also ensures appointments without pending lab orders are flagged ahead of time, minimizing patient wait times. Both walk-ins and scheduled patients are managed efficiently.
With detailed analytics, OTM helps VA lab identify bottlenecks, monitor performance, and ensure compliance with the Joint Commission on Accreditation of Healthcare Organizations (JCAHO) and other standards. By automating tasks and improving communication, OTM Lab enhances staff productivity and delivers a better experience for patients.
Q: How does OTM Lab enhance communication between clerks, phlebotomists, and patients, so sites can efficiently manage lab appointments and simplify the phlebotomy collect process?
Ricky: The OTM Lab application ensures that all orders, comments, remarks, and instructions associated with each lab order are clearly communicated to staff. Every step of the VA lab workflow is streamlined and modernized, from generating daily patient lists to efficiently calling patients back for lab draws. With OTM Lab, all necessary information is readily accessible, putting everything the VA team needs right at their fingertips.
Q: Please share some more insights around the OTM Lab features (i.e., list of all lab clinic appointments, appointments linked to consults, metrics dashboard, etc.)
Ricky: One of the standout features of OTM Lab is its ability to let users create appointments and progress notes directly within the application. This not only saves time but also centralizes workflows, making tasks more efficient for VA staff.
Another critical feature is its robust reporting capabilities. Without OTM Lab, VA labs have limited access to retrospective analysis. Many rely on printed orders and do not track key timestamps, such as when a patient sits down or when a lab draw is completed. This lack of data makes it difficult to identify trends or optimize processes. OTM Lab changes that by objectively collecting and tracking this information, enabling data-driven improvements. At DSS, we firmly believe that to improve a process, you must first measure it.
What truly sets OTM Lab apart is its VA-specific design. As VA experts, DSS has incorporated numerous tailored features into the application, from customization options to the ability to link appointments with lab orders or look up orders directly from the system. These thoughtful enhancements reflect our deep understanding of VA workflows, and they have been well-received by VA teams, who appreciate these “nice-to-have” features that simplify their day-to-day operations.
Q: Finally, how does OTM Lab enhance care access at the VA, as well as support its journey to becoming a High Reliability Organization (HRO)?
Ricky: OTM Lab enhances care access at the VA by streamlining lab operations through automation, reducing administrative burdens, and enabling staff to serve more patients effectively and efficiently. By improving patient flow with easy patient callbacks and consolidated data, patients experience shorter wait times and receive care more promptly.
The system's proactive order management identifies appointments without pending lab orders, allowing staff to address any gaps before patients arrive and preventing delays. OTM Lab also supports the VA's journey toward becoming a High Reliability Organization (HRO) by standardizing processes, reducing potential errors through consistent workflows, and automating documentation.
With real-time data sharing and seamless integration with CPRS/VistA, OTM Lab ensures all team members have access to the most current patient information, improving communication and collaboration. Its robust reporting and analytics capabilities support continuous quality improvement initiatives and document adherence to regulatory standards, such as those set by JCAHO.
By fostering a culture of safety, reducing errors, and empowering staff to focus more on patient care, OTM Lab promotes safety, reliability, and efficiency. Ultimately, it helps the VA deliver more patient-centered lab services, supporting its commitment to zero harm and continuous improvement as part of its HRO goals.
We would like to thank Ricky for sharing his insights with us! To learn more about OTM Lab, please click here.