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Payers are asking for more preauthorizations, even for services that previously didn't require them, reports Connie Campbell, director of patient access of Mercy Medical Center in Oshkosh, WI.
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When a patient asks what he or she will owe for a procedure, registrars at St. Joseph's Healthcare System in Paterson, NJ, consider the payer contract, procedure code, procedure amount, and patient benefits, says Sandra N. Rivera, RN, BSN, CHAM, director of patient access.
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How much will I owe for this procedure?" Your response to this seemingly simple question from a patient could be the deciding factor as to whether he or she chooses your facility, says Marcy Quattrochi, manager of financial counseling at NorthShore University HealthSystem in Evanston, IL.
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Rewarding your overall patient access team for ED collections is a more practical approach than rewarding individual staff members, according to Cindy Geaslin, director of patient registration at NorthShore University HealthSystem in Evanston, IL.
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No one ever asked me for money before," was a common response when registrars started collecting ED copays at Evanston, IL-based NorthShore University HealthSystem, reports Cindy Geaslin, director of patient registration.
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At Valley Health System in Ridgewood, NJ, two major goals are to obtain more authorizations and to do them in advance of the inpatient stay or procedure, says Maura Corvino, MSOL, RN, CEN, assistant vice president for emergency services and patient access.
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CEO Rob Mackenzie, MD, used his leadership position to help drive the culture change at Cayuga Medical Center in Ithaca, NY.
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In response to a task force's recommendations following a wrong-site surgical error, Cayuga Medical Center in Ithaca, NY, implemented these changes:
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When a surgeon at Cayuga Medical Center in Ithaca, NY, performed a procedure on the wrong side of a patient's back in 2008, the sentinel event stunned the hospital's administration. But it wasn't long before hospital leaders were formulating a plan to make sure it never happened again.
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To improve patient safety by encouraging healthcare providers to speak up about their concerns, risk managers should focus on the influences that have the strongest effect on behavior, suggest the authors of The Silent Treatment, conducted by VitalSmarts, a corporate training company in Provo, UT, the American Association of Critical-Care Nurses, and the Association of periOperative Registered Nurses.
