Creating a culture of accountability in patient access

Patti Consolver and Scott Phillips

Management in Healthcare: A Peer-Reviewed Journal, 2016, vol. 1, issue 1, 33-41

Abstract: 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.

Keywords: patient experience; revenue cycle; patient access; scheduling; registration; upfront collections (search for similar items in EconPapers)
JEL-codes: I1 I10 (search for similar items in EconPapers)
Date: 2016
References: Add references at CitEc
Citations:

Downloads: (external link)
https://hstalks.com/article/606/download/ (application/pdf)
https://hstalks.com/article/606/ (text/html)
Requires a paid subscription for full access.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:aza:mih000:y:2016:v:1:i:1:p:33-41

Access Statistics for this article

More articles in Management in Healthcare: A Peer-Reviewed Journal from Henry Stewart Publications
Bibliographic data for series maintained by Henry Stewart Talks ().