How HospiceCare West Virginia elevated quality with Radar Healthcare
HospiceCare West Virginia (HCWV) supports thousands of patients and families across southern West Virginia with hospice, palliative care, and home health services, most of which are provided directly in patients’ homes. With a mission rooted in dignity, compassion and quality of life, they knew they needed a modern, unified system to help standardize processes, strengthen safety, and streamline the way care teams worked across hundreds of miles.
Compassionate care at the heart of transformation
HospiceCare West Virginia’s work goes far beyond clinical care – it is deeply personal and often takes place during the most vulnerable moments of a person’s life. Their teams spend time educating families, supporting caregivers, and ensuring patients can live fully until the end.
With staff spread across a large geographical region, and many rarely visiting the office, paper processes made consistency and visibility difficult. For CEO Chris Rawlings and Compliance Officer Jean Kranz, this meant there was an opportunity to transform operations in a way that supported both compassionate care and organizational excellence.
“Our staff are in the field most of the time. Radar Healthcare gives them the ability to report and access information in real time – right when they need it.”
The challenges
Paper-based incident reporting
Incidents were tracked manually, relying heavily on forms that could easily sit in mailboxes, be delayed while staff were on leave, or require someone physically chasing down signatures. This created:
- Limited visibility of incident status
- Delays in addressing workers’ comp cases
- Difficulty identifying trends or emerging risks
- Variability in processes across teams and regions
Inconsistent access to policies and procedures
Staff often used outdated forms that had been photocopied over many years. With regulatory expectations increasing, the team needed a reliable “single source of truth.
Difficulty scaling across a distributed workforce
With over 280 employees spread across southern West Virginia, traditional in-person training or document-sharing methods were no longer feasible.
“Trying to move paper across 280 staff members spread across the state? It was virtually impossible.”
Implementation: Collaborative, supported, seamless
Jean and her team worked directly with Radar Healthcare’s implementation specialists, meeting weekly to design workflows that mirrored their previous processes, without the inefficiencies of paper.
Virtual training sessions meant that staff could participate from wherever they were. Mandatory fields were introduced gradually to build confidence and adoption.
“Radar Healthcare is incredibly intuitive. We started simple, built trust with staff, and now we continue to evolve the system as we mature.”
— Jean Kranz
Impact: More time for compassionate care
Greater efficiency and reduced administrative burden
Staff can now report incidents in real time from any location. Managers see exactly where an incident sits in the workflow, and follow-up actions can be reassigned instantly when someone is off work. This has:
- Cut reporting delays
- Reduced risk of fines
- Improved responsiveness to staff injuries
- Freed up staff time for patient care
“If someone’s out, I can reassign the incident instantly. No more delays. No more chasing people down the hallway with paper.” — Jean Kranz
Data that drives education and improvement
With incident data centralized and structured, leadership can now identify patterns such as:
Rather than reactive, the team can now take proactive steps to prevent issues.
- Frequent patient falls
- Repeated dog bites during home visits
- Team members who may need additional training
“Employees may not realize they need more support. Radar Healthcare helps us see those trends and act quickly.” — Chris Rawlings
Strengthened culture of safety and accountability
Every incident is ultimately signed off by the CEO, reinforcing transparency and continuous improvement.
“Tone at the top matters. We don’t hide failures—we learn from them. Radar Healthcare lets us fail fast and fail forward.” — Chris Rawlings
A true single source of truth
Policies, procedures, and forms are now stored in Radar Healthcare with version control and update logs. Staff always access the latest, approved versions - crucial in a regulatory-heavy environment.
“Version control has been a game-changer. No more outdated forms floating around.” — Chris Rawlings
Reduced regulatory and litigation risk
From OSHA-required forms to incident traceability, the system provides clear documentation and audit readiness.
“One lawsuit or workers’ comp issue can cost more than the entire system. Radar Healthcare helps me sleep better at night.” — Chris Rawlings
Looking ahead:
HospiceCare West Virginia attributes much of its success to the close relationship built with the Radar Healthcare team.
The organization plans to digitize more of its documents enabling compliance to be transparent and well- managed across all locations.
“We felt like we were building a relationship – not just purchasing a technology. That made all the difference.”
