Cataract & Laser Center West Transforms Operations With SIS Complete

Cataract & Laser Center West, a high-volume ambulatory surgery center (ASC) performing over 8,600 annual procedures, transitioned from inefficient paper-based systems to the comprehensive SIS Complete™ platform. This strategic move eliminated significant compliance risks, optimized staffing, and streamlined clinical and financial workflows. As a result, the center enhanced operational efficiency, achieved a higher rate of clean claims for faster reimbursements, and improved surgeon, staff, and patient satisfaction.

Cataract & Laser Center West is a premier ophthalmology facility in West Springfield, Massachusetts, with two operating rooms and two procedure rooms. Known for its high-volume, high-efficiency surgical environment, the center is committed to delivering exceptional patient outcomes. However, its reliance on outdated, paper-based charting and multiple disconnected systems created operational bottlenecks and staff productivity challenges, hindering its ability to scale while maintaining compliance and profitability.

Key areas of concern:

• Critical compliance risk: For an ASC handling an average of 40 cases a day, relying on paper charting posed serious risks. "Paper charts create both compliance and financial liability, increasing the risk of lost documentation and slowing billing processes. We needed a solution to reduce these risks,” said Administrator Patricia McKenna, RN, BSN, CNOR, CASC.
• Operational inefficiencies: The scheduling workflow in the ASC's previous management system was cumbersome, requiring multiple, time-consuming steps just to view the center’s schedule and book a single case. This bottleneck extended to chart preparation, which required two full-time employees solely dedicated to assembling paper charts, draining valuable staff resources that could have been allocated to higher-value tasks.
• Disrupted financial cycles: Manual billing processes were slow and prone to error, delaying reimbursements and negatively impacting cash flow. For a high-volume center, these outcomes were unsustainable. "With the volume we do, we can't afford delays in payment," McKenna explained.

In 2022, after performing extensive research into its ASC technology options, Cataract & Laser Center West selected SIS Complete, a comprehensive platform designed by Surgical Information Systems (SIS) specifically for surgery centers. The decision was driven by a need for a unified solution that could streamline operations from scheduling to billing while being cost-effective. “We conducted a cost analysis of what we were spending on printing and storing paper charts versus moving to SIS Complete. Moving to SIS Complete was a no-brainer,” said McKenna.

The implementation process was strategically managed to ensure a smooth transition from paper and multiple systems to SIS Complete. Key technology champions within the ASC, including its materials manager and surgical technologist, drove adoption and provided peer support. While some staff and surgeons were concerned about adjusting to a new system, leadership addressed these concerns head-on. They collaborated with SIS to refine workflows, creating a "two-click" process for surgeons to complete their clinical documentation.

Hands-on training and the designation of super-users for ongoing support were also crucial to success. Within a month of go-live, SIS Complete was fully adopted, and surgeons reported being completely comfortable with the systems and the ASC's new, highly efficient workflows.

The transition to SIS Complete delivered significant, measurable improvements across all facets of the center's operations, transforming its clinical and financial performance.

By digitizing its processes, Cataract & Laser Center West was able to reallocate resources effectively. Prior to SIS, Cataract & Laser Center West employed two full-time schedulers who were also helping the nursing staff organize paper charts prior to surgery. With the new simplified scheduling workflow in SIS Complete, the ASC only needed one full-time scheduler. The scheduler still assists with chart preparation, but instead of assembling paper charts, they use SIS Complete to identify and track down missing documents for upcoming cases such as H&Ps and consents. The other scheduler was moved to the billing team to fill a vacancy after a biller retired.

“Reducing our scheduler headcount from two to one and reassigning our other scheduler to the billing team was huge,” said McKenna. “With SIS Complete, we simplified our scheduler’s role, reduced our payroll expense, and managed to avoid recruitment and onboarding costs while retaining valuable talent.”

Workflows became streamlined and efficient:

• With a single SIS Complete login, staff could instantly access the day's schedule. “There are no wasted clicks,” said McKenna.
• The use of preference cards in SIS Office™, the business management module of SIS Complete, saved time when scheduling and documenting cases. Preference cards automatically attach information to each case, including the physician’s operative note template, the supplies and implants needed for the case, and more.

The robust revenue cycle management tools in SIS Office have helped Cataract & Laser Center West drastically improve its cash flow. When operative notes are completed, they are immediately available for the ASC's billing team to start their work. The integration with the Waystar clearinghouse for claims processing was a financial game-changer, allowing the center to accelerate payments. "We've seen a really high percentage of clean claims since switching to SIS," McKenna said. "We want to be a center that operates one day and bills the next day. SIS Complete helps us achieve that goal."

The user-centric design of SIS Charts™, the electronic clinical documentation component of SIS Complete, won over the clinical team. The intuitive interface ensured a minimal learning curve and widespread adoption. Given the flexible nature of SIS Charts, Cataract & Laser Center West configured its clinical documentation workflow so that documentation could be completed in as few as two clicks. “On the first day of go-live with SIS Complete, one of our surgeons remarked, ‘I know this is going well because no one's complaining,’” said McKenna.

Many of Cataract & Laser Center West's patients utilize SIS Complete's patient portal, SIS Exchange™, to complete their pre-surgery questionnaires, eliminating lengthy pre-operative phone calls. For repeat patients, SIS Exchange retains prior information, allowing staff to make quick updates rather than collecting everything again, McKenna said. “We have one nurse who reviews the questionnaires before their first case. If patients return for a procedure on their second eye, the same nurse makes a brief follow-up call to see if there have been any changes since their last visit.” This saves time for the ASC, and patients appreciate not having to complete the same questionnaire multiple times.

Using an integration with the Surescripts® Health Information Network, Cataract & Laser Center West imports the patient’s current home medications into SIS Charts for review and verification. This has reduced the need for manual data entry and eliminated potential issues caused by relying on the patient’s memory or “best guess” as to what medications they’re taking. 

A SIS Complete electronic patient tracker board in the ASC's lobby provides families and caregivers with real-time updates on their loved ones. This improves communication and reduces anxiety while helping ensure front office staff aren’t being constantly interrupted by concerned family members asking questions and requesting updates.

It’s a rare occurrence for a patient at Cataract & Laser Center West to be transferred to the hospital, but when it happens, SIS Charts expedites the discharge process. “When we were still on paper, discharging a patient to the emergency room was a nightmare," McKenna recalled. "In SIS Charts, you check a few boxes, write a note, and that’s it. The patient is on their way.”

SIS supports Cataract & Laser Center West’s ongoing use of SIS Complete with free training webinars, an extensive library of written and video documentation, and notifications directly within SIS Complete to highlight updates and new features. Training webinars help provide quick training for new users and “refreshers” for existing users.

The frequent delivery of new features helps ensure SIS Complete continues to meet the evolving needs of ASCs like Cataract & Laser Center West. “Whenever SIS releases an update, I get an email and pop-up notification about it, and I’ll go check those out,” said McKenna. “I always sign up for the trainings where they explain the new features, but I don’t always have time to watch them, so I go watch the recordings. Those are really helpful.”

By replacing its outdated paper and disparate electronic systems with the integrated SIS Complete platform, Cataract & Laser Center West significantly strengthened its operations. The center not only mitigated critical compliance risks but also optimized staffing, accelerated its revenue cycle, boosted surgeon satisfaction, and enhanced staff productivity. The partnership with SIS has positioned the center for sustained growth, proving that a smart investment in ASC technology can yield powerful returns across the board.

Looking forward, Cataract & Laser Center West plans to implement SIS Insights™, the SIS Complete self-service reporting system, to further leverage its data for actionable, benchmarked analytics. The ongoing partnership between Cataract & Laser Center West and SIS exemplifies how ASCs can Operate Smart™, turning operational challenges into opportunities for excellence and growth.

Ready to see how SIS will transform your ASC? Book your SIS Complete demo today.