Welcome!
The Patient Experience:
5 Ways to Ensure a Smooth Flight
through the Revenue Cycle
The Panel
Becky Peters, Hartford Hospital
Sandy Clay-Hillyard, Lowell General
Philomena Palumbo, CentraState Medical Center
Blair Wright, The White Stone Group*
*moderator
The Patient Experience
2010 Survey* of Senior Healthcare Leaders:
What priority is the patient experience to your organization?
Top 5 Priority
Business Imperative that
Drives Referrals, Volume and More of a Priority
Revenue as Much as Clinical
in the Last Year
Quality
93%
*Source: August 2010 HealthLeaders Media online survey of senior healthcare leaders
80%
72%
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Comments from Patient Experience Survey
“Knowing that payment will be tied to patient
experience in the very near future, it will
become crucial to make the patient
experience the best it can be.”
-Finance Leader, large hospital
“Patient experience has become one of our
top priorities over the last year because of the
increasing competition in our market, the
increasing importance of HCAHPS and the
coming changes in reimbursement for
inpatient admissions.”
-Patient Experience Leader, small hospital
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Patient Experience and Effective Communication
A positive patient experience is often tied to the patient receiving
clear, accurate and thorough communication
before, during and after his/her stay.
Negative
Unscripted
Unclear Expectations
Missing Info.
Rapid Fire Instructions
No Time for Questions
Confusion
No Recording for QA
No Training Opportunities
Positive
Scripted
Clear expectations
Thorough & Accurate Info.
Slow, Clear Instructions
Time for Questions
Understanding
Recorded for QA
Training Opportunities
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Impact on Patient Satisfaction
How could these conversations potentially impact a patient’s response to these
questions?
Overall Rating of Hospital
21. Using any number from 0 to 10, where 0
is the worst hospital possible and 10 is
the best hospital possible, what number
would you use to rate this hospital during
your stay?
1
22. Would you recommend this hospital to
your friends and family?
1
2
3
4
Worst Hospital Possible
Definitely No
Probably No
Probably Yes
Definitely Yes
2
3
4
5
6
7
8
9
10
Best Hospital Possible
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Value-Based Purchasing
• Hospitals will be scored based on clinical process of
care and HCAHPS measures for performance period
from July 1, 2011 – March 31, 2012.
• Program will apply to payments for discharges
occurring on or after October 1, 2012.
Centers for Medicare & Medicaid Services
42 CFR Parts 422 and 480
Medicare Programs; Hospital Inpatient Value-Based Purchasing Program
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Link between Revenue Cycle & Clinical Satisfaction
“When it comes to patient satisfaction, how
loyal a patient is and how willing they are to
refer the hospital to others is influenced
significantly by how they are treated…”
Source: “Study Shows Link between Patient Satisfaction with
Billing Experience and Clinical Satisfaction,” Executive Insight, ©2011.
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Link between Revenue Cycle & Clinical Satisfaction
Billing Experience
93% Satisfied
with Clinical
63% Satisfied
with Clinical
Source: “Study Shows Link between Patient Satisfaction with
Billing Experience and Clinical Satisfaction,” Executive Insight, ©2011.
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About The White Stone Group
• Specialize in Improving
Healthcare Communications
• Experts in Healthcare
Voice Technology
• Hospitals from Coast to Coast
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Trace Customers from Coast to Coast
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A Few of Our Customers
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Look Who’s Talking
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Managing Communication is Complex!
Scheduling Verification
Case Management
Authorizations
Eligibility
Patient
Call Monitoring
& Training
Payer
Hospital
Patient Instructions
Pharmacy Benefit Eligibility
Notification of
Discharge
Customer
Service
Precertification
Billing Inquiries
Concurrent Review
Verification of Precert
Patient Status
Changes
Read-back
Instructions
Verification of
Benefits
MD Orders
Pre-registration
Calls
Call Center
MD Office
Communication
Patient Satisfaction Calls
MD Office
Notification of Admission
Physician
Important Query
Message
Financial Counseling
Patient Out-of-Pocket
Instructions
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What Healthcare Can Learn from the Cockpit
•
•
•
•
Outstanding Safety Record
Standardized Processes
Structured Communication
Documented Communication
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Innovative Tools Revolutionized Industry
Flight Data Recorder
• Time
• Altitude
• Speed
• Over 1,000 More…
Cockpit Voice Recorder
• Crew’s Voices
• Cockpit Sounds
• Air Traffic Control
Instructions
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Revenue Cycle “Turbulence”
Lost
Revenue
Broken
Processes
HIPAA
Violations
Low Upfront
Cash
Collections
Angry
Physicians
Medical
Identity
Theft
Confused
Patients
Mishandled
Red Flags
Readmissions
Misplaced
Documents
Denials
Low Patient
Satisfaction
Scores
Increased
Self Pay
A/R
Dissatisfied
Patients
Lost
Faxes
Lost or
Duplicated
Records
He Said, She
Said
Managed
Care
Contract
Disputes
Dropped
Batons
Lawsuits
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Revenue Cycle Black Box
Readmissions
Lost
Revenue
Low Upfront
Cash
Collections
Denials
Low Patient
Satisfaction
Scores
Managed
Care
Contract
Disputes
Broken
Processes
Angry
Physicians
Dissatisfied
Patients
Increased
Self Pay
A/R
Mishandled
Red Flags
Confused
Patients
Medical
Identity
Theft
Dropped
Batons
Lost
Faxes
HIPAA
Violations
Misplaced
Documents
Lost or
Duplicated
Records
He Said, She
Said
Lawsuits
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Protect. Prove. Perform.
Protect Revenue.
• What really
happened?
• Where is our
opportunity?
Prove
Compliance.
• What went
right?
• Provide staff
support.
Drive
Performance.
• Fix broken
processes.
• Streamline
workflow.
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Trace Search
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Tracker
•
Communication
from any medium
•
•
•
•
Patient-centric
Electronic
Records
Centralized storage
Web-based retrieval
Enterprise-wide
access
Fax
Records
Voice
Records
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Voice Record
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Electronic Record
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Inbound Fax Records
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Where is Trace being used in hospitals?
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The Trace Value Proposition
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The Panel
•
•
•
•
Becky Peters, Hartford Hospital
Sandy Clay-Hillyard, Lowell General
Philomena Palumbo, CentraState Medical Center
Blair Wright, The White Stone Group (moderator)
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Preparing for Flight
What to Know
Before You Go
Booking the Flight
Ensure a
Smooth Process
Getting Ready for Take-Off
Give Clear
Instructions
On Board
Ensure Customer
Service & Quality
After the Flight
Establish an
Audit Trail