Hospital
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Use Patients’ Names 3 Times During Every Registration
Using input from patient surveys and advisory meetings, the patient access department at an Indiana-based facility recently made some changes in how registrars interact with patients. All were designed to improve customer service.
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The Value of Providing Financial Information to Patients Much Sooner
Registration and scheduling soon will combine at one Massachusetts center. Coverage will be verified at the same time the service is scheduled. A real-time eligibility tool, built into the scheduling and registration systems, will allow for this. This gives patients something they clearly want: to be fully informed upfront.
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Thank-you Notes, Christmas Cards, and Patient Loyalty
A medical center in Alabama wanted to gather more specific patient feedback. Patient access leaders created an observation form that lists specific behaviors for supervisors to look for, such as making eye contact and greeting patients by name, and crafted more detailed questions for patients.
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The Key to MSPQ Success? Stop Asking ‘Dumb’ Questions
An insider highlights tricky questions and offers alternatives for registrars to help minimize frustration for all parties.
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The MSPQ Chess Match: No Conversations Alike
There is a perpetual conflict between speed and accuracy vs. service. Nowhere is this more apparent than with the Medicare as Secondary Payer Questionnaire, what one experts calls "at best, a clumsy document" that confuses and frustrates patients and healthcare providers alike.
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Turnover Persists in Patient Access
Low pay is just one reason registrars decide to resign shortly after the hospital invests time and money in their training. Low morale is equally important. The biggest reason people leave the job is they just get frustrated.
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One-third of Long-term Care Workers Skip Flu Shot
A CDC 2017-2018 survey found that only 67% of long-term care workers were immunized.
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The Secret of Working Sick: ‘Don’t Mask, Don’t Tell’
With the wide variation and limited effectiveness of healthcare policies to prevent presenteeism in sick healthcare workers, has the situation devolved to unspoken policies of “don’t mask, don’t tell?”
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CDC Issues Draft Guidelines for Infection Control in HCWs
Culminating a long process of reviewing and updating current guidelines that are two decades old, the CDC recently published its new infection control draft guidance.
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Is Breakdown of the Physician-Patient Relationship Driving Burnout?
The lead author of a recent commentary on the elusive nature of burnout raised a few eyebrows with a provocative title, “Physician Burnout—A Serious Symptom, But of What?”