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We listened in on the calls where we had heard a little more impatience in responses and found out the caller was over 70,” says Cynthia Norman-Bey, the hospitals’ director of patient access services and the PBX (private branch exchange) Call Center.
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It must seem as though the number of important things to read and digest that come across a quality manager's desk is never-ending. But the 2013 Office of Inspector General (OIG) Work Plan should be at the top of your to-do list.
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At the 100-bed Morehead Memorial Hospital in Eden, NC, the journey from TJC to DNV took two years, says Susan Netherland, RN, MBA, director of quality management and compliance officer at the facility.
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The 5th annual Joint Commission (TJC) report on patient safety, "Improving America's Hospitals: The Joint Commission Annual Report on Quality and Safety 2012," presents proof positive that hospitals are getting the quality message that TJC wants them to learn.
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In the few years since DNV Healthcare became the first new company in 40 years to win deeming status from the Centers for Medicare & Medicaid Services (CMS), some 320 of the 5,800 registered facilities have opted to use the OH-based company rather than The Joint Commission (TJC).
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More than 200 people gathered in late September to discuss the problem of doing too much for patients. Physicians from the American Medical Association's Physician Consortium for Performance Improvement (PCPI) and The Joint Commission (TJC) held the symposium on overuse of five treatments or procedures:
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For one month, patient access leaders at Witham Health Services in Lebanon, IN, targeted one simple but important change to improve the level of customer service given by registrars.
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Emergency department (ED) collections jumped from $55,000 to $120,000 annually after eligibility software was implemented at Mary Rutan Hospital in Bellefontaine, OH, reports John E. Kivimaki, director of patient accounts.
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While many patient access departments can give patients the estimated full cost of a service, to date, very few are able to provide an accurate out-of-pocket estimate, says Becky Peters, regional director of patient access services for Sutter Health West Bay in San Francisco.
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It is a truth universally acknowledged that health insurance companies can be a pain for patients. What may be a surprise is that hospitals often complain, too, for the same reasons: denied claims, low reimbursement, late reimbursement, and thickets of red tape.
