Articles Tagged With:
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Satisfaction-boosting self-registration has limits, but patients want more
Patient access departments routinely use electronic tools to verify insurance, identify patients, and check eligibility, but what about keeping patients happy?
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De-escalate upset patient who can’t pay balance
Patient access staff at The MetroHealth System, Cleveland, use the CARE approach to address patient concerns. The goal is to make an emotional connection with patients, says Donna Graham, senior director of revenue cycle.
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Dramatically reduce complaints about access: Revamp your department’s approach
Patients who had prothrombin time/international normalized ratio labs drawn frequently at Thomas Jefferson University Hospital in Philadelphia often complained about having to wait when they came so often for the same lab services.
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Hold staff accountable: Post ratings for all to see
Wendy M. Roach, director of patient access at Advocate Good Shepherd Hospital in Barrington, IL, holds staff members accountable for providing excellent customer service by posting individual registrars’ patient satisfaction ratings.
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Spotlight on ‘the patient experience’ in access: Registration sets the tone
When patient access leaders at Charlotte, NC-based Carolinas HealthCare System created a new customer service training class, they decided to call it “First Face, Last Face.”
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HAM spotlights patient satisfaction
This month’s Hospital Access Management is a special issue on “the patient experience” and the important role of patient access. Our cover story reports on best practices to boost patient satisfaction in registration areas.
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Medicare HAC Penalties Increase Over Last Year
In the latest round of Medicare penalties, 54% of hospitals hit are repeat offenders.
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Concurrent Surgeries Save Time, But at What Price?
This practice is common and has been accepted for so long that it might be going on in your hospital, but only the surgical team knows about it. -
FDA Actions
In this section: the FDA approves a nasal spray to cease or reverse opioid overdose, recommends stronger warning labels on fluoroquinolones, and greenlights a once-daily, fixed-dose combination pill for treating HIV-1 infection.
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Breakthrough in Hepatitis C Treatment?
New drug shows promise in recent trial.