Despite advances in digital applications, healthcare organizations generate a host of printed documents daily, from patient forms to disclosure agreements to labels and more. The healthcare industry is a heavy user of printing services, with print usage increasing 28% from the peak of the pandemic and continuing to grow at a 5% rate each year. Because of this, print assets must be dependable, as any downtime directly impacts employee productivity and patient experience. The overwhelming number of tedious administrative tasks that managing this plethora of documents takes away from patient care significantly contributes to staff burnout, making the case for embracing new tech-driven print management. As healthcare organizations of all sizes look for ways to streamline and automate their document processes, many are turning to managed print services (MPS) as a possible cost-effective solution.
The analyst firm, Gartner, defines MPS as services offered by an external provider to optimize or manage a company’s document output. Passing ownership and the guidance that goes with it to an outside partner can support the needs of both IT and member-facing staff yet relieve them from tasks that may be peripheral to their roles. Additionally, leading healthcare providers are increasingly recognizing that automating more processes is a top way to mitigate rising costs and protect patient care. At the heart of an MPS strategy is the opportunity to usher in digital transformation by taking advantage of the latest technological integrations that blend seamlessly with existing systems and provide a holistic, data-driven approach to document efficiency.
Beyond financial considerations, print security remains an ongoing concern for every healthcare organization, prioritizing the secure management of an overwhelming amount of data that complies with HIPAA regulations. Security considerations in the healthcare document realm include whether devices are hardened, the firmware is up to date, and if the machines are vulnerable to cyber-attacks. Many CIOs think their network is hardened enough and will protect their printers from outside threats. Where hospitals and other organizations are most vulnerable, though, is with documents are accidentally sent to the wrong printer or confiscated (by accident or maliciously) before they can be retrieved. Without proper oversight, it becomes difficult to pinpoint areas of non-compliance. It is critical to deploy the most advanced tools to identify firmware vulnerabilities, configure devices with hardening options and protect print output with authentication protocols.
However, while MPS offers tangible benefits, there are considerations in making a change that requires weighing the advantages of implementing MPS against potential drawbacks. Understanding the pros and cons of your facility is key to making an informed decision.
Pros and cons of implementing MPS
One consideration is whether your current infrastructure can scale with changing needs. The beauty of MPS is that it makes it possible to scale and adapt to changing requirements without a significant capital investment. This flexibility ensures you will not pay for more than is needed but can still adapt to requirements as they change with the latest data-driven efficiency improvements.
A demanding healthcare environment will require an MPS system offering a single platform that provides end-to-end visibility into operations and features a customized dashboard. The portal should enable tracking and reporting in real-time, along with metrics and historical reporting. With a single data-driven portal, your entire infrastructure comes into clear view, making it possible to streamline workflows and make data-driven decisions about existing print devices or future purchases.
The most modern MPS systems lean heavily on smart technology, such as predictive analytics, which is a process of analyzing data specific to the healthcare industry to identify patterns and trends that may be predictive of future events. Drawing on multiple data points and usage patterns, this data-driven approach anticipates when assets need maintenance or supplies are required.
For example, predictive technology can trigger an alert about toner replacements, whether the print device is a third-party or an OEM version, to reduce unplanned service events and help desk calls by optimizing your existing multi-vendor fleet, uncovering immediate cost savings.
On the flip side, while implementing a managed print services initiative certainly has benefits, there are also valid concerns. Many MPS providers approach implementation with a “rip and replace” view, which can get costly. Although these costs are often offset by long-term savings, the upfront financial commitment can be a barrier for some organizations.
While MPS can enhance security through advanced features, it can also introduce new vulnerabilities at the hands of an inexperienced provider. For instance, outsourced management of print services requires sharing access to sensitive information and systems with the MPS provider. It’s crucial to ensure the provider has robust security measures in place and complies with relevant data protection regulations.
By entering a managed print relationship, you’re entrusting an important aspect of your business to a third party. Relying on an external provider for print management can introduce risks related to service quality and responsiveness. If the MPS provider is not reliable or fails to meet service level agreements (SLAs), operational disruptions can result. Hence, it is important to thoroughly vet potential providers and ensure they have a strong track record of reliability and customer satisfaction.
Changing processes capture $2 million+ in savings
Given attention to all those considerations, there is proof that MPS can be an easy win for healthcare found in a case study of a top regional provider of state-of-the-art medical care. The organization unified its print infrastructure into a single solution platform to manage its thousands of print devices, which support 13,000+ employees across its expanding network of hospitals, clinics and healthcare services. Streamlining and automating its document workflow into one platform offered real-time visibility, critical insights into the print ecosystem and the controls needed to optimize workflows and drive results.
The hospital system also required a data-driven solution that would meet its exacting standards for security. Security protocols implemented included sophisticated software that makes it possible for staff to swipe their badge in any location to print and receive sensitive documents. The managed print services platform that was implemented brought every print asset, no matter the location, into clear view, fully integrating with its existing IT system. Predictive analytics were used, based on multiple data points and usage patterns, to determine when print assets needed maintenance or supplies were needed.
This healthcare provider reports it has experienced numerous benefits from its decision to implement an MPS environment—one of the most significant being a five-year forecast of $2.5 to $4 million in hard cost savings.
Boosting efficiency and innovation
Operational efficiency has never been more critical in the healthcare industry. Forced to navigate on thin margins, leadership is on the hunt for meaningful strategies to cut expenses while still maintaining high standards for patient care.
According to a McKinsey healthcare industry report, projected growth is on the decline for providers—originally projected at a 7% CAGR from 2021 to 2025, but now forecasted at a 3% CAGR from 2021 to 2026. The lower growth prediction is due to increased costs tied to high inflation and labor issues. To battle slower growth, McKinsey cites the importance of increasing labor productivity and ushering in more technological innovation.
Leveraging managed print services in a way that works for all involved enables healthcare organizations to become more patient-centric, data-driven and operationally efficient while fostering innovation and improving financial health.
About Jeff Wilson
Jeff Wilson is Vice President at Flex Technology Group. As a print management expert, he works with both multi-location national health systems and regional healthcare providers to optimize and improve their document processes.