Hospital Access Management – November 1, 2012
November 1, 2012
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Patients want self-service, but they aren't finding it in access areas
Customers can obtain self-service at gas stations, airports, supermarkets, libraries, and retail stores, but not at the vast majority of hospital registration areas. -
40% of patients register at kiosks
When two kiosks were first placed in a registration area at University of Wisconsin Hospital in Madison in late 2007, hardly anyone used them because patients had to walk by the registrars to get to them. -
Survey areas on kiosk satisfaction
Recently, patient access leaders surveyed all 35 locations with kiosks at Vanderbilt University Medical Center in Nashville, TN, about their satisfaction with kiosks. -
New kiosk users welcome some help
Patients have an increased comfort level with kiosks compared with five years ago when these were first added to registration areas at University of Wisconsin Hospital in Madison, because more people have encountered kiosks elsewhere, reports Geralyn K. Murphy, MHA, director of access services. -
Don't wait for patient to ask about costs —
Point-of-service collections at Advocate Illinois Masonic Medical Center in Chicago have increased by 294% since an electronic payment estimation tool was implemented in 2008, reports Philip N. Quick, CHAM, manager of patient access and bed management. -
Payer info accuracy is a challenge
Registrars at Advocate Illinois Masonic Medical Center in Chicago don't typically have any problem giving patients accurate estimates, says Philip N. Quick, CHAM, manager of patient access & bed management that is, unless the benefit information their insurance company provides isn't correct. -
Remake registrars into financial counselors
Healthcare reform will mean registrars will have a much bigger role in financial counseling of "newly eligible" patients, but Pattie Froehling, director of the revenue cycle at North Shore Long Island Jewish Health System in New Hyde Park, NY, isn't waiting for 2014. -
How complex is patient's situation?
At University of Utah Health Care in Salt Lake City, financial counseling is handled in two ways, depending on the complexity of the patient's question, says Katie Harwood, CHAM, admissions manager over financial advocates and ED registration. -
200% increase in satisfaction scores
Do you want a department that provides patient-centered registration, achieves excellent outcomes, and works well with colleagues in the clinical services you support? -
Ask, `What's not working well?'
Morale of patient access staff has improved noticeably at Indiana University Health in Indianapolis, due to leaders "rounding for outcomes," reports Cortney Gundlach, CHAA, CHAM, director of Patient Access Services. -
Uninsured numbers drop as young adults covered
Surprising some experts, the number of people without health insurance fell for the first time since 2007, the Census Bureau said. -
HIPAA Regulatory Alert: Meaningful use Stage 2 final rule released
An extra year to prepare to meet meaningful use requirements was welcome news with the release of the 2012 final rule for the Centers for Medicare and Medicaid Services (CMS) Electronic Health Record Incentive Program (meaningful use). -
HIPAA Regulatory Alert: Encourage use of patient portals for compliance
Meeting the Stage 2 meaningful use requirement that 5% of patients access their health information online to view, download, or transmit information requires more planning than just providing a patient portal, says Shane Pilcher, FHIMSS, vice president of Stoltenberg Consulting, a healthcare information technology consulting firm in Bethel Park, PA. -
HIPAA Regulatory Alert: Report offers guidance on security threats
Business associate breaches represent the greatest threat to a healthcare organization's data security, according to a white paper produced by Miami-based accounting firm Kaufman, Rossin & Co. -
HIPAA Regulatory Alert: Who should own patient info to protect privacy?
Journal author examines patient ownership -
HIPAA Regulatory Alert: Resource available on health information law
Free service provides federal and state info -
HIPAA Regulatory Alert: Entertaining game enhances staff training
New way to present privacy and security info