9 JAN - MAR 2019While there were multiple reasons for the communication breakdown, the data showed it happened at all stages of the patient care process and involved numerous parties.Communication directly impacts the bottom- lineHospital payments are directly impacted by their CMS Medicare scores, also known as HCAHPS. These scores are compiled from surveys sent directly to the patient following a visit to the hospital. There are 22 questions directly related to the care an individual received while in the hospital. Nearly one-third of the questions focus on the communication between the hospital staff and the patient. It is impossible to obtain a favorable score without scoring well in the areas that are focused on communication.Unfavorable HCAHPS scores can result in the hospital receiving less reimbursement for Medicare patients, while positive scores can help protect these payments. Depending on the number of Medicare patients served by the organization, this could result in a significant financial impact.SolutionsTechnology has improved the speed that we are able to communicate today. In many cases, what would have taken several phone calls, faxes, or even letters, can now be done near real-time.As communication tools continue to proliferate, hospitals/health systems need to define their strategy as it relates to communication platforms and tools. Some organizations have adopted a best-of-breed strategy, while others are focused on using a single platform to manage various forms of communication. Because each organization is different and the challenges vary, there is not a one-size-fits-all solution.Regardless of the strategy, the right communication solution needs to have a few basic features to be effective. The solution needs to be easy to use and intuitive. If it is difficult to use or the learning curve is steep, people will avoid using and will find "workarounds", which can lead to other communication issues.Ideally, the solution needs to be part of the clinical workflow and not something that requires individuals to stop what they are doing and switch to a different tool. For example, communication tools integrated into the EHR can be more effective than a separate tool that requires providers to open up another application, website, etc.Lastly, the tool should have a robust mobile solution. Most providers and clinical staff are mobile throughout their shift and not tied to a specific computer. A lot of the workforce are now familiar with mobile apps, and the familiarity of these type of mobile apps make them something the staff will want to use.Organizations can spend a significant amount of money on communication platforms and solutions. If they are not easy to use, integrated into existing workflows, and accessible to all staff while on the move, they will not be adopted and can even lead to additional communication issues.Communication not only has a direct impact on patient safety but can also have a significant effect on the bottom-line of any healthcare organization. Choosing the right strategy and solutions can help improve communication and result in better patient outcomes and a healthier bottom-line. Communication not only has a direct impact on patient safety but can also have a significant effect on the bottom-line of any healthcare organization
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