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If you want to improve your patient satisfaction ratings, dont start by looking at how happy your patients are. Start by looking at satisfaction levels among your staff. Thats the advice from an emergency department (ED) manager who can boast of patient satisfaction scores in the 99th percentile nationwide.
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Customer (or patient) satisfaction is gaining more attention in health care. In one recent survey, 54% of people were not satisfied with their health care.(1) Why? Health care clients judge the providers competence from their customer service skills (not clinical skills) approximately 85% of the time.
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Are you compiling and reporting performance measurement date from two core measures, as required by the Joint Commission on Accreditation of Healthcare Organizations? As of January 2004, youll need to make that three measures.
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Would you like to be responsible for a million-dollar increase in your hospitals bottom line?
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Rising patient infection rates. Adverse patient outcomes. Increased risk to staff. If these arent compelling enough reasons to comply with recent hand hygiene guidelines from the Centers for Disease Control and Prevention (CDC), consider this: The only new 2004 National Patient Safety Goal from the Joint Commission on Accreditation of Healthcare Organizations addresses this area specifically.
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Beginning July 1, 2004, the Joint Commission on the Accreditation of Healthcare will require organizations that provide surgical services to comply with a new universal protocol for preventing wrong-site, wrong-procedure, and wrong-person surgery.
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The American Society for Gastrointestinal Endoscopy (ASGE) has published a position statement for reprocessing flexible gastrointestinal (GI) endoscopes.
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The Centers for Medicare & Medicaid Services (CMS) has proposed a 3.8% increase for the hospital outpatient prospective payment system (OPPS) for 2004.
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HIPAA Q&A
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When you think about patient safety, the first things that come to mind are usually clinical issues such as identification of correct surgical sites, verification of medication allergies, and proper use of electrosurgical equipment.