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A University of Arkansas for Medical Sciences (UAMS) project that began with the Center on Aging identifying a need to communicate better with elderly patients has become an ambitious Internet initiative encompassing the entire campus.
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Hospitals continue to accelerate their use of health information technology, with 68% reporting that electronic health records had been fully or partially implemented as of fall 2006, according to the American Hospital Association's second annual survey of hospital health IT use.
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When it comes to quality assurance in the customer service arena, those patient satisfaction surveys that have become ubiquitous in health care may not be providing accurate feedback, suggests Michael Friedberg, FACHE, CHAM, a manager with Besler Consulting in Princeton, NJ.
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The clinical expertise of case management is increasingly being used in the access process, and in the next five years many of the functions of the two disciplines will be consolidated.
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With data collection requirements continuing to increase, you'll need to be sure that internally identified priorities aren't falling by the wayside.
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If a nurse failed to respond to a patient's call light in a timely manner with no harm resulting, would you consider this a "medical error?" Probably not, but the patient might.
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Many top hospital decision makers still fail to recognize that case management is a core function of patient care, not an optional service that needs to prove return on investment, says Karen Zander, RN, MS, CMAC, FAAN, principal and co-owner of the Center for Case Management in South Natick, MA.
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After the Agency for Healthcare Research and Quality (AHRQ)'s Hospital Survey on Patient Safety Culture was completed by staff at Our Lady of the Way Hospital in Martin, KY, results revealed that improvements were needed for communication during handoffs.
