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Patient access learned these lessons from registration QI project
At Virginia Mason Hospital and Seattle Medical Center, patient access leaders recently did a “kaizen” project involving registration.
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Patients see access and clinical areas as one unit
You know that the real reason a patient had to wait an hour at registration is because the provider’s office didn’t send the order when they were supposed to. That reason makes no difference to the patient, however.
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Registrars use this script during pre-registration call
Below is sample scripting written for members of the patient access staff to handle pre-registration of patients at Huntsman Cancer Center, which is based in Salt Lake City, UT
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Department boasts denial rate of just 0.10% even with more payer requirements
Despite increasing requirements from payers, the denial rate at Dublin-based Ohio Health is holding steady at just 0.10%.
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Payer might claim ‘You never sent it!’ but patient access can prove otherwise
“You never sent it.” This response was all too common from payer representatives regarding clinical information that had been sent by registrars at Lawrence (MA) General Hospital.
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A Lean Methodology Improves Accuracy of Pre-arrival Information
Making patient access processes efficient begs for lean principles, says Louisville, KY-based Baptist Health.
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Patient access ‘begs for lean principles’
"Lean” methodology is used for any quality improvement effort in registration areas at Kaleida Health in Buffalo, NY.
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Nursing group’s campaign emphasizes that it’s not acceptable to hit a nurse
National Nurses Organizing Committee (NNOC), an affiliate of National Nurses United, the largest U.S. organization of nurses, is sponsoring a campaign to reinforce that “It’s not OK to hit a nurse.” The campaign was inspired partly by recent incidents of violence against nurses.
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Missouri hospitals could be liable for physicians and staff — Could other states follow?
In a ruling that could be followed by other states, a Missouri Court of Appeals has determined that hospitals could be liable for the acts or omissions of any physician on their medical staff, if such physician is considered an “employee” of the hospital according to common-law principles of agency.
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Patient complaints can hold hidden liability risks
Patient satisfaction can directly influence the risk of malpractice litigation. Expectations must be managed from the outset to avoid misunderstandings.