-
At times, patient access bears the brunt of many complaints. Some are justified; others are not. But either way, your response should be immediate.
-
Of all hospital areas, emergency departments are probably the most problematic when it comes to collections. Not only do patients want to leave as quickly as possible, federal law prevents you from collecting anything before a medical screening examination is completed.
-
Giving huge raises and promotions to every access staff member is one way to boost morale but isn't financially feasible.
-
"A number of exciting collection technologies have evolved over the last few years. They are already lowering costs and improving services,"...
-
Lack of the right technology to automate time-consuming, error-prone processes can put patient access departments at a big disadvantage. On the other hand, there is a concern that some technology investments may be a waste of money, particularly when all expenditures are being put under the microscope.
-
"Customer service is something that is sometimes really hard to monitor," says Linda Smith, manager of patient registration and centralized scheduling at Barnes-Jewish St. Peters (MO) Hospital. "Unless you have direct interaction with staff, you don't always know.
-
Was an abnormal lab result missed, such as a potassium level of 2.5? Was an incorrect medication prescribed? Or was a radiology study misinterpreted which revealed a pneumothorax? In every one of these scenarios, it is necessary for the ED physician to call the patient...
-
Your daughter calls you from a party and tells you that she is on her way home. Two hours later, she hasn't arrived and she does not answer her cell phone. You call the emergency department (ED) and ask if she is registered as a patient there.
-
-
To reduce legal risks, Linda M. Stimmel, JD, a partner with the Dallas, TX-based law firm of Stewart Stimmel, says the best strategy is to "show diligence." Document your ED's efforts to provide adequate staffing and educate staff and physicians on improved triage techniques, such as attendance logs on inservices to improve triage.