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A healthcare company focused on women's care experienced rapid expansion that led to significant challenges in managing and distributing critical information. The organization relied heavily on Google Drive for document management, resulting in issues like version control, difficulty in finding up-to-date information, and a lack of accountability for reviewing resources.
“There’s a lot of resources that are duplications, a lot of resources that have been deprecated that maybe folks are still using. There’s just a lot of gaps in our current knowledge right now.”
– Senior Director of Operations
These challenges were particularly acute for care coordinators and clinical providers, who needed quick access to accurate information in high-pressure situations. According to a Nurse Practitioner Manager, “Searching and clicking through five links of deprecated docs is obviously not the best use of time to get the information they need.”
Additionally, the existing system was not scalable, making it difficult for the company to maintain consistency as they grew. “We grew from three providers virtually to providers across multiple states, and the solutions that worked for a team of three became really difficult for a team of 50,”.
The company implemented Guru to centralize their knowledge base, making it easier for all teams to access and manage essential information. They utilized Guru’s collections, boards, and verification features to ensure that only the most accurate and up-to-date content was accessible.
Migrating critical documents from Google Drive into Guru, organizing them into structured collections.
“I think it’d be easier to just determine what we want to be our source of truth and then import that into Guru versus the mad house in Google Drive today.”
– Employee
Ensuring that all information is regularly reviewed and updated by the appropriate subject matter experts, with clear accountability.
Leveraging Guru’s Slack integration to reduce redundant questions in team channels, enabling care coordinators and providers to find answers quickly without disrupting their workflow.
“This [Slack integration] makes me think of our CC Slack channel and the number of redundant questions that happen in there. Being able to inform those pre-member questions with verified answers will be a game changer.”
– Employee
The company identified the most critical documents and resources that needed to be centralized in Guru. They decided to phase out Google Drive as their primary source of truth, focusing on importing and organizing content in Guru. “No more Drive. We needed a solution we could grow into, and Google Drive just wasn’t cutting it anymore,” said a Senior Quality Improvement Manager.
Guru’s Customer Success team worked closely with the company to set up collections and establish a verification process. They also integrated Guru with their Slack channels to streamline communication.“The integration with Slack and the verification features in Guru are going to save us so much time and keep everyone on the same page,”.
The company's Learning and Development team developed training materials and conducted sessions to onboard all care coordinators and providers to the new system. This included creating company-specific training videos to ensure consistent usage across teams. Once onboarded to Guru, teams will use Guru to help train the team on several other new internal tools soon launching. “When the leadership team came out of planning, we had a bunch of huge system implementations coming down the pike, and it was like, Guru is the dependency for all of this.”
The company established regular feedback loops, using Guru’s analytics to monitor content usage and identify knowledge gaps. They also scheduled routine verification cycles to keep their knowledge base accurate and up-to-date.
Since implementing Guru, the company has seen significant improvements in information accessibility and team efficiency. The care coordination team, which had struggled with outdated and scattered resources, now has a reliable, easy-to-navigate system. This has led to:
Providers now have quick access to the most up-to-date protocols, enhancing their ability to deliver consistent, high-quality care.
“It’s a really frequently provided piece of feedback from providers—they need the most up-to-date recommendations readily available to them. Guru makes that possible.”
“The feedback we have received from the virtual support team is overwhelming. One teammate said, ‘We are working in the future with Guru."
The integration with Slack has cut down on repeated questions in team channels by 20%, allowing teams to focus on patient care.
“Today, we crowdsource information in Slack, but with Guru, we’ll have verified answers readily available, reducing the noise and improving efficiency.”
“I had a patient ask me a very specific question today, and it was great to be able to search Guru in the visit, find the info I needed, and counsel them accurately.” – Support Team Employee
New hires can quickly get up to speed with standardized training materials and easily accessible resources, reducing ramp-up time.
