Case Study

The San Antonio Orthopaedic Group Improves Patient Care With Provista Partnership

January 25, 2017
MRI machine

For The San Antonio Orthopaedic Group to deliver the best possible care, it needs the right products in the right amounts at the right time. In 2013, that wasn’t happening. Its group purchasing organization (GPO) failed to provide critical products and services.

THE CHALLENGES

As a result, The San Antonio Orthopaedic Group faced several challenges, including:

  • No notifications on product shortages, contracts set to expire and price increases.
  • Essential items were not delivered on time, forcing doctors to postpone some surgeries.
  • Executives lacked confidence in the provide.

Several factors came together—a lack of customer service, upper management questioning how materials were being replenished and Provista account reps reaching out with a better approach—to initiate a sweeping change. That’s when The San Antonio Orthopaedic Group, with its 15 clinics, surgery center and medical management center, switched from its GPO to a supply chain partner.

The partner, Provista, completed the switch in just 60 days with no service disruptions. The San Antonio Orthopaedic Group, which serves south Texas by providing treatment and care for a full range of musculoskeletal disorders, now experiences a whole new level of customer service. By working with Provista, it has everything needed to treat injuries and conditions that affect muscles, bones and joints.

EARNING CONFIDENCE FROM MATERIALS MANAGERS TO THE C-SUITE

Marjorie Honesto and Carlos Montalvo specialize in materials management, and they know the ins and outs of everything going on across The San Antonio Orthopaedic Group. They like working with doctors who are innovators, nationally recognized and leaders in their field. Honesto and Montalvo know their jobs are instrumental in the organization’s Total Care approach to orthopaedic medicine, which integrates all necessary support services to provide outstanding care.

“We collaborate with our doctors and make sure they have the tools and supplies needed for our organization to be successful,” says Honesto, a materials manager. Some of her and Montalvo’s biggest challenges include backorders, price increases and items going off contract. Provista helps by being proactive and transparent, letting Honesto and Montalvo know about potential issues before they occur.

“This helps me plan my day. If I know something is on backorder, I have time to make adjustments,” explains Montalvo, a materials manager. “Provista not only alerts us to a potential problem, they also provide a solution, which I really like.”

Honesto and Montalvo have full confidence in Provista, which is something they lacked with their GPO. Provista has also gained the confidence of the group’s executives by providing regular reports that offer insights into contracts and pricing. Upper management uses this information for more accurate budgeting and forecasting.

“Patients know we’re going to provide the best care with the best possible support. They don’t know that we are also looking to get the best price to provide that care, which is where Provista plays a critical role.”

THE SOLUTION

For The San Antonio Orthopaedic Group, the benefits of the relationship with Provista go beyond the 9% savings on total purchases. Provista improved communications across the supply chain, identified pricing tier opportunities that saved money and provided visibility into spending.

As the supply chain partner, Provista was also able to deliver mission-critical products and services, including:

  • Frequent communications about product and pricing changes and opportunities.
  • Items delivered on time, at agreed upon prices.
  • Outstanding customer service and regular reports that earned executives’ trust.

Provista also helps the organization deliver on its mission to be trusted for patient care and its vision to serve its community for generations to come. “Patients know we’re going to provide the best care with the best possible support,” Honesto says. “They don’t know that we are also looking to get the best price to provide that care, which is where Provista plays a critical role.”

In addition, Provista supports the organization’s charitable work. For example, it donates money to a scholarship fund for employees’ dependents. Exceeding customer service expectations has also encouraged The San Antonio Orthopaedic Group to trust Provista with additional business.

As the organization’s business has grown and its partnership with Provista has become increasingly stronger, it continues to purchase more products through its supply chain partner.

BUILDING ON TRUST

Materials managers do not like surprises, such as product or pharmacy shortages, price increases and unfulfilled requests. In healthcare, expectations and consequences are heightened. If a product doesn’t arrive on time, it could pose unacceptable risks including impacting a patient’s wellbeing, surgery date or even his or her life.

For The San Antonio Orthopaedic Group, its only surprise with Provista is how positive, efficient and supportive an effective supply chain partner can be. “Knowing that our contract is being managed by someone who is giving us a picture into pricing, providing us with regular reviews, and letting us know our spend gives us a level of trust that Provista is looking out for us,” Honesto says.

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