With over 650 physicians and 4,750 support staff and volunteers, Lucile Packard Children's Hospital is a world-class, non-profit hospital devoted entirely to the care of babies, children, adolescents and expectant mothers.

Internationally recognized for its care, the hospital has an extensive network of community and outreach services in dozens of locations around the San Francisco Bay area, and the greater Pacific Northwest. As it continues to integrate and expand into the areas it serves, Lucile Packard Children’s Hospital is making it easier for children and mothers to access the care they need.

At the foundation of this goal is providing health information management services to its team of physicians and clinicians. Lin Zhang, RHIA, CHP is director of health information management services for Lucile Packard Children’s Hospital, and is responsible for supporting the staff in all of its health information management needs, including medical transcription.

“We used to work with a local company, Digital Records Corporation (DRC) to support our transcription needs,” explained Zhang. “But DRC was ultimately acquired by Acusis; and I’ll admit that I was a bit nervous at first about the transition because we had been happy with DRC’s service. But my fears were unfounded because Acusis has not only maintained the quality of service we were accustomed to, but also exceeded it on many levels.”

Perhaps at the core of Zhang’s initial anxiety is the fact that she provides transcription support for everyone on Lucile Packard’s clinical staff, with the exception of radiology. This totals more than 900 physicians who require transcription services with typical turnaround times of 24 hours maximum, or even as quickly as two hours for certain types of STATs that require time-sensitive, clinical response.

In addition to timely turnaround requirements to support her staff’s needs, Zhang’s top priority is the quality of the transcription. “We want the medical transcription professionals we work with to have an advanced understanding of medical terminology and have a thorough understanding of policies, procedures and documentation protocols required for the production of medical records. In addition, we want them to have an excellent command of the English language and solid grammar and spelling skills, and overall good judgment. Acusis’ transcriptionists meet all of these standards, and more.”

Just as Lin Zhang is happy with the quality and turnaround that Acusis provides, she is also extremely satisfied with the customer service the organization delivers – proactively.

“I really like Acusis’ attention to customer service,” Zhang explained. “They are one of the most responsive companies I’ve worked with – and I’ve worked with some very large organizations over the years. Acusis’ customer service and support are impressive, and they’ve exceeded my expectations.