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The employee in question is still facing criminal charges, but Perry (GA) Hospital has confirmed that a technician faked mammogram results.
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A hospital in Georgia is facing many questions after a former employee was indicted for what authorities say was intentional fraud in entering negative results for mammograms that, in fact, had not been read by a radiologist.
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The lawsuit filed recently by Margaret O'Connor, RN, the risk manager at Jordan Hospital in Plymouth, MA, until she was fired recently after reporting an EMTALA violation, outlines what she says was an act of retaliation by hospital leaders.
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An experienced risk manager says she was fired by her hospital for reporting an Emergency Medical Treatment and Active Labor Act (EMTALA) violation after hospital executives discouraged reporting it for fear of a large penalty. She is now suing the hospital, which denies her allegations.
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If you want to see how satisfied your customers are, some type of survey is probably the tool you rely on. Kathleen Bowles, a hospital admitting supervisor at The Ohio State University Medical Center in Columbus, says that patient satisfaction scores "are a concrete reflection of our efforts, that everyone in the department can understand."
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While you wish that no patient ever had to wait in any registration area, that's not realistic due to patient volumes and other factors beyond the control of your department.
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You may not think of it this way, but your department has a wealth of data that would impress others. Have patient wait times decreased dramatically, have patient complaints become almost non-existent, or have your accuracy rates doubled? Don't resist the urge to brag.
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Patient access staff are the very first contact many patients have with physicians and facilities. Whether staff are registering patients in the emergency department, call center or at the front desk of a physician's office, "this first impression has long-lasting effects," says Colleen McMahon, senior manager of the integrated call center/ University of Pittsburgh Medical Center (UPMC) physician service division, registration and scheduling.
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The role of your patient access staff has undoubtedly changed dramatically and will continue to become more complex. It's likely, though, that the way you evaluate competencies doesn't reflect this evolution.