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Patient access expects fast and accurate QA

The patient access department at Methodist Charlton Medical Center in Dallas recently switched to an automated quality assurance (QA) system. "I had recently come from a very automated facility and was well aware of the benefits a good automated system can provide," says Jeanette Foulk, director of patient access.

HIPAA Regulatory Alert: Looking at HIPAA security risks? Check your copier

Time to upgrade some of your copiers? Are you planning to sell the old machines to recoup some money to use for new ones? Think twice before placing your "for sale" sign on the copier because you might be selling more than just the machine.

Take patient access to the next level; revamp how you measure competency

The role of your patient access staff has undoubtedly changed dramatically and will continue to become more complex. It's likely, though, that the way you evaluate competencies doesn't reflect this evolution.

Use checklists, audits, tests to evaluate staff

Patient access staff are the very first contact many patients have with physicians and facilities. Whether staff are registering patients in the emergency department, call center or at the front desk of a physician's office, "this first impression has long-lasting effects," says Colleen McMahon, senior manager of the integrated call center/ University of Pittsburgh Medical Center (UPMC) physician service division, registration and scheduling.

Turn good patient access data into a talking point

You may not think of it this way, but your department has a wealth of data that would impress others. Have patient wait times decreased dramatically, have patient complaints become almost non-existent, or have your accuracy rates doubled? Don't resist the urge to brag.

Keep patients satisfied, even if waits are long

While you wish that no patient ever had to wait in any registration area, that's not realistic due to patient volumes and other factors beyond the control of your department.

Turn positive satisfaction info into morale-boosters

If you want to see how satisfied your customers are, some type of survey is probably the tool you rely on. Kathleen Bowles, a hospital admitting supervisor at The Ohio State University Medical Center in Columbus, says that patient satisfaction scores "are a concrete reflection of our efforts, that everyone in the department can understand."

Address these concerns before offering incentives

Access departments struggling with dwindling cash collections may find that some simple incentives can work wonders. On the other hand, there are some potential pitfalls to consider.

Get better results with scripting, role-playing

Registrars at Kettering Health Network in Dayton, OH, reported feeling very uncomfortable with certain 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HIPAA Regulatory Alert: Don't wait: Start reviewing BA agreements now

Although business associates are now subject to compliance with the HIPAA Security Rule and the use and disclosure provisions of the HIPAA Privacy Rule, as a result of the Health Information Technology for Economic and Clinical Health (HITECH) Act, hospitals should not assume business associates are taking steps to ensure their compliance.