Case Study: Serviam Care Network Scales its Holistic Senior Care Approach with Dendi LIS

Serviam Diagnostics’ Essential Role in Serviam Care Network’s Value-based Care Approach

Serviam Diagnostics provides diagnostic services as a part of Serviam Care Network’s holistic healthcare program for skilled nursing and long-term care (LTPAC) facilities. With a mission to deliver value-based, patient-centered care, Serviam focuses on proactive diagnostics that help reduce hospitalizations and improve outcomes for our seniors. By embracing innovative technology, Serviam is setting a new standard for healthcare in senior living.

Challenges: Legacy System Limitations Created Barriers to Growth

Serviam faced critical operational challenges that hindered its ability to scale:

• Poor Software User Experience Undermined Operations and Staff Morale: Serviam’s previous LIS software was difficult to use and led to operational inefficiencies throughout the organization from management to lab staff and client staff. It was disruptive to new hire onboarding especially at client sites that experienced high staff turnover. The software’s poor user interface design led to client dissatisfaction and low buy-in. Frequent system issues created additional frustration amongst staff already working in a high-stress environment.
• Integration Gaps are a Roadblock to Scalability: Serviam’s existing system lacked modern interoperability capabilities which prevented integrations to the various systems required by different departments and their client base. With ambitious expansion plans to expand service to 350+ communities by Q2 2025, it was a top priority to be able to integrate with various EHRs, their CRM platform, powerBI, and other potential solutions to meet any future needs.
• Missing Critical Functionality to Serve LTPAC Clients: Essential features that Serviam required to support operations specific to their LTPAC client base were missing in their existing system. It lacked the flexibility to modify their test menu easily and couldn’t support certain test types like clinical chemistry, making it incomplete for current and future diagnostic operations. Additionally, critical functionalities such as standing order management, a user-friendly portal for nurses and phlebotomists, and flexible test menu customization were absent. These gaps hindered Serviam’s ability to deliver seamless service and adapt to the unique demands of their clients, further hindering their ability to scale.

The Need for a Modern Solution

As Senior Lab Operations Manager at Serviam, Cheryl Christie experienced these challenges firsthand. With her background in molecular diagnostics and years of experience with various LIS platforms, Cheryl quickly identified the shortcomings of Serviam’s previous system:

“We were already overloaded with lab work, and the last thing we needed was a system that couldn’t keep up. Remembering complex codes or troubleshooting constant crashes was not sustainable.”
Cheryl Christie, Senior Lab Operations Manager
Serviam Diagnostics

Cheryl also emphasized the importance of integrations: “Just trying to integrate with the systems we needed was such a nightmare. There were so many workarounds because the system couldn’t connect directly or effectively with our other platforms.”

Vision for Growth

Brian Sears, Senior VP of Operations at Serviam, played a pivotal role in the organization’s decision to switch to Dendi LIS. With a focus on scalability and efficiency, Brian sought a platform that could handle Serviam’s rapid growth while improving staff adoption and workflow reliability. He remarked,

“We’ve already started transitioning 40 communities to Dendi, with plans for 90 more in the next month. By Q2 2025, we aim to have over 350 communities up and running, and Dendi was the only LIS capable of supporting that scale with reliability and ease.”
Brian Sears, VP of Operations
Serviam Diagnostics

The Solution: Dendi LIS Empowers Growth and Innovation
Serviam’s partnership with Dendi LIS addressed its operational challenges head-on, offering:

1. An Intuitive User Interface:
   Dendi’s clean and simple design eliminated the need for complex codes, enabling quick onboarding even in high-turnover environments.
   Brian noted, “Other LIS systems we looked at all felt like Windows 95. Dendi, on the other hand, feels as if Tim Cook designed an LIS—it’s clean, precise, and easy to use.”
2. Seamless Integrations:
   Dendi’s modern API provides reliable integrations with platforms like PowerBI, CRMs, clinical decision support, and EHRs, streamlining data sharing and improving decision-making. 
3. Scalability with Collaborative Support:
   Dendi’s collaborative approach ensured that Serviam could scale operations without sacrificing reliability. Cheryl highlighted the support she received: “The Dendi team, including Dylan and Sam, were incredibly responsive. They updated our workflows in real time and worked directly with our IT teams to resolve issues. With other LIS vendors, that level of support simply doesn’t exist.”

“We updated our UTI templates to reduce steps in our workflow. Dendi’s team implemented the changes quickly, saving us time and ensuring consistency across all communities.”

Results: A Transformational Impact
The switch to Dendi LIS delivered measurable results:

• Rapid Expansion: 40 communities are live on Dendi, with 90 more transitioning next month. By Q1 2025, all 474 communities will be onboarded.
• Improved Efficiency: Workflow updates, such as streamlined UTI templates, reduced steps for technicians and enabled faster processing times.
• Enhanced Reliability: Frequent system crashes are a thing of the past, allowing staff to focus on providing quality care.

Brian emphasized the importance of this transformation:
“Dendi allows us to support communities transitioning to senior living, providing a high level of integration and ease of use that other systems can’t match. It’s the backbone of our growth strategy.”

Serviam’s Vision: Proactive, Scalable Care
With Dendi LIS, Serviam is poised to achieve its long-term goals. Cheryl highlighted the system’s role in advancing proactive care:
“Dendi’s flexibility lets us respond to community needs instantly. Whether it’s adding a new test or updating workflows, we’re equipped to handle it. This partnership is critical to delivering faster, more accurate results that keep seniors out of the hospital.”

Key Takeaways for Labs

• User-Friendly Design: Dendi’s intuitive interface ensures quick adoption, even in high-turnover environments.
• Seamless Integrations: Reliable APIs connect with critical platforms, enabling streamlined workflows and better data insights.
• Scalability with Support: A collaborative partnership ensures labs can grow rapidly while maintaining high standards of care.

Serviam Diagnostics’ journey with Dendi LIS demonstrates how a modern LIS can overcome legacy system challenges to drive growth, improve patient outcomes, and support innovation. Dendi has empowered Serviam to lead the way in senior care diagnostics, providing the technology and support needed to scale efficiently and effectively. Dendi hopes to support Serviam Care Network’s growth and mission of providing value-based care