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When occupational health professionals at Replacements, a Greensboro, NC-based supplier of old and new china, crystal, silver, and collectibles with 550 employees, did a review of their Occupational Safety and Health Administration 300 log of work-related injuries and illnesses, they found that their largest worker's compensation numbers were coming from musculoskeletal (MSD) complaints.
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In an effort to improve transitions of care, the nurse care coordinators at Brigham and Women's Hospital in Boston make follow-up calls to patients who have been discharged, identify problems and solve them, and answer questions the patients may have about medication, symptoms, or their discharge plan.
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A group of seven hospitals in the San Francisco Bay area participated in an 18-month-long program designed to improve the reliability of medication administration by deploying nurse leadership and PI skills on a single med/surg unit. The results?
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You might receive a citation from the U.S. Occupational Safety and Health Administration if you fail to assess respiratory hazards related to 2009 H1N1, don't use various methods to reduce employee exposure or fail to consider respirators other than N95s when there is a shortage.
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Is your patient access staff familiar with federal requirements for giving patients information on how to file complaints or grievances?
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The Medicare Secondary Payer questionnaire is not complete. The Medicare number is missing from a replacement plan. The subscriber name or date of birth is a mismatch. An account has incorrect insurance coded for third-party liability.
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Does an individual have flawless references and impressive skills? That doesn't matter much if his or her service skills are lacking.
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Registration staff were too careless to get accurate insurance information. A patient access employee was mean to a patient. Wait times at registration were ridiculously long because staff are incompetent. The list goes on and on. Too often, patient access bears the brunt of negative feedback from other areas of the hospital.
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More than ever, patient access staff are coping with angry and frustrated patients.