Hospital Access Management – August 1, 2018
August 1, 2018
View Issues
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Complaints Are Opportunities to Solve Problems Permanently
Understanding the root cause of a complaint is important. Finding this cause tells patient access if feedback and complaints are related to a specific site, process, or employee, making it easier to solve a problem for good.
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Florida Facility Shows High Satisfaction Scores Possible in ED
Going the extra mile for patients can increase satisfaction scores.
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Strengthen Communication Between Patient Access, Clinical Areas
When tension arises between clinical areas and patient access, poor communication usually is the culprit.
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When Patients Call for Price Quote, Offer Education With Estimate
If patients call to request a price estimate at one hospital, they’re probably calling other hospitals, too. Some patients will pick the service at the cheapest price quoted, but this doesn’t tell the whole story.
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People Skills Top List of Vital Patient Access Training
With a greatly expanded, broader role, different expertise, including “people skills,” has become important for patient access.
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Online ED Registration ‘Puts Patient in Control’
More hospitals are allowing patients to make “reservations” to be seen in the ED at an estimated time. Registration processes are changing to reflect this new patient-centric approach.
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Use Caution When Communicating by Text
Patients receive communication when and how it’s most convenient for them; they want the same from patient access.
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Vigilance Needed on Payer Requirements
Payer requirements are all somewhat different, and they’re constantly changing.