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Creating a culture of accountability in patient access

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Texas Health Resources (THR), a 14-hospital system in north central Texas, has taken steps over a number of years to standardise best practices and improve outcomes across its Patient Access organisation. To support this effort, revenue cycle leaders implemented a process to capture patient encounters for monitoring against the system's strategic objectives for patient experience, financial performance, quality and compliance. Each encounter is captured and tied to the patient account for a digital audit trail of information exchanged across the continuum. A central point of access facilitates secure sharing of data, reducing rework and back-and-forth between entities in search of patient information. In this article, system directors of Patient Access will share how THR is documenting the revenue cycle experience from the initial scheduling call to the in-person visit at admission. Readers will consider a process to combine voice data with fax and electronic records for a comprehensive view of the patient's path from pre-service to registration and beyond. The article will share strategies for establishing accountability by monitoring and scoring patient encounters against key measures, tracking individual and team performance across the revenue cycle. Readers will take away tools and metrics needed to support the process, as well as evaluate outcomes achieved in patient experience, compliance and financial performance.
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Keywords: patient access; patient experience; registration; revenue cycle; scheduling; upfront collections

Document Type: Research Article

Publication date: March 1, 2016

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  • Management in Healthcare is the major new professional journal publishing in-depth, peer-reviewed articles and case studies on leadership, administration and management in healthcare. Content will be written by and for healthcare management professionals and researchers with no advertising or sales pitches.

    Each quarterly 100-page issue – published in print and online – will feature detailed, practical articles on key business issues which cut through the deluge of information facing healthcare management professionals to showcase the latest thought leadership in how to deliver more with less resources while at the same time improving healthcare quality, along with actionable advice and ‘lessons learned’ from fellow healthcare managers to put that strategy into practice. It will not publish advertising but rather detailed analysis of new thinking and practice at a wide range of healthcare providers worldwide for readers to benchmark their organization against, with every article being peer-reviewed by an expert Editorial Board to ensure that it focuses on the healthcare manager’s perspective, the challenges they face and how they can tackle them.

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