Articles Tagged With:
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HCAHPS, Other Satisfaction Scores May Suffer from COVID-19 Effects
Before the pandemic, 73% of patients surveyed said they were very satisfied with the communication with their healthcare providers. During the pandemic, that figure nosedived to 60%. The number of patients who said they were not satisfied at all tripled.
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Care Improved by Providing Better Feedback to Hospitalists
Providing detailed feedback to hospitalists, including key quality metrics, can improve the quality of care they provide patients, according to the results of a program at a Wisconsin medical college.
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Lung Health Program Revamped to Help Manage COVID-19 Pandemic
A Maryland hospital adapted an existing program encouraging lung health to respond to the sudden demands of COVID-19. The program helped reduce COVID-19 readmission rates by two-thirds.
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Rapid Mortality Reviews Improve Quality and Patient Safety
Staff at a California hospital found rapid mortality reviews conducted soon after a patient death resulted in the treatment team identifying opportunities to improve the patient’s care in more than 40% of the cases.
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NCQA, CMS Push for Digital Quality Measures System
Healthcare data and quality measures are fragmented across healthcare organizations and health plans, making it difficult to provide value-based care. A digital quality system could reduce the time and cost required for developing and implementing value-based care measures.
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Many Patients Worry About Hospital Bill During ED Visit
To prevent EMTALA problems, train staff well, giving them carefully drafted scripts to use for patients who insist on discussing insurance coverage before a medical screening exam.
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Copay Collection Cannot Delay Care, or Hospital Risks EMTALA Violation
Registrars should bring up payment or insurance only after a medical screening exam and stabilizing treatment has been provided. This means a patient should not be asked about copays or payment during the exam or while undergoing treatment.
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Financial Counselors Find Unmet Needs at Vaccine Clinics
Everyone has to wait 15 minutes after receiving their COVID-19 vaccine. Financial counselors at Spectrum Health make good use of this time.
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Patient Access Technology Evolving to Meet Customer Expectations
Artificial intelligence, machine learning, and predictive analytics all are available. Slowness to adopt these new tools stalls progress on a better registration experience.
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Real-Time Surveys Reveal True Feelings About Registration
The patient experience is a priority for hospitals, but typical patient satisfaction surveys are not much help to revenue cycle departments. Surveys usually do not reveal which registrar is responsible for the patient’s impression. Also, some respond to every other question in the survey, but leave the registration-related question blank for some reason. To better understand the patient experience, registrars hand out “Please tell my manager how I did” cards. The idea is to encourage patients to respond right after, or even during, their registration experience.