What are YOUR New Year’s resolutions for your revenue cycle?

New Year’s Resolutions for Your Revenue Cycle

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HealthWare Systems Blog

New Year’s Resolutions for Your Revenue Cycle

Posted on Wednesday, December 18, 2019

Have you set any New Year’s resolutions for your revenue cycle?

The new year is upon us! The following are a few resolutions you’ll want to consider for improving your revenue cycle, along with the ActiveWARE products that can help you reach these goals.

New Year’s Resolutions for Your Revenue Cycle


Resolution – Financially Clear Patients Prior to Date of Service

Facilitator is a pre-arrival workflow solution that can streamline prior authorizations. And not only does Facilitator automate financial clearance steps, but it also verifies insurance and medical necessity in real time and searches for unreported coverage.

Resolution – Reduce Technical Denials

ActiveDEFENDER monitors the entire patient encounter to prevent errors that lead to reimbursement denials, delays, and underpayments. (Read here how ActiveDEFENDER reduced bad debt by 50% at Bon Secours Charity Health System.)


Resolution – Improve Collections

Facilitator can simplify collections with one-click access to a consolidated view of patient responsibility that includes prior balances (across multiple sites), out-of-pocket costs for the current visit, and qualifying discounts.

ActiveASSIST can help you better manage your self-pay population and ensure that you as the provider are “payer of last resort” by exhausting all other funding options for patients first (e.g. government-funded programs and charitable sources).

Resolution – Increase Patient Satisfaction

All ActiveWARE products create improvements that increase patient satisfaction. But one factor that especially affects patient satisfaction is patient wait times. ActiveTRACK is proven to increase patient satisfaction by reducing both registration and clinical patient wait times. In fact, ActiveTRACK reduced patient wait times by 75% at an acute care facility in the Chicago Suburbs.

Resolution – Reduce Paper Use and Costs

Our digital transformation solutions greatly reduce paper use and costs. For example, ActiveXCHANGE, our digital order management solution, eliminated 1.3 million pages per year at Advocate Illinois Masonic Medical Center.

There are many cost benefits of electronic healthcare forms as well. With ActiveFORMS, there is no need to pre-print and store forms or waste money destroying old pre-printed versions that can no longer be used due to new updates. Instead, forms are instantly and electronically delivered wherever a patient presents and can be printed on-demand if a physical copy is necessary. And if not, you can go paperless with electronic signature.

Resolution – Perform a Health Plan Audit

An annual health plan audit can help you maintain compliance with payor contracts and ensure your front desk staff are prepared to collect the appropriate co-pay or deductible from each patient. If you’re not already, resolve to conduct a health plan audit at least every year.

What are YOUR New Year’s resolutions for your revenue cycle?

Have you set New Year’s resolutions for your revenue cycle?

 

What are your New Year’s resolutions for your revenue cycle? Chances are, one or more of our ActiveWARE products can help. Contact us today to learn more… and have a Happy New Year!


By Stephanie Salmich

A hospital visit full of patient and family satisfaction.

Improving Patient and Family Satisfaction

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HealthWare Systems Blog

Improving Patient and Family Satisfaction

Posted on Thursday, May 2, 2019

Patient and family satisfaction are related.  Patients’ family members can influence the patient experience and even health outcomes for the patient.

Here are a few ways you can improve both patient and family satisfaction at your facility:


Provide Extra Conveniences –

Trying to navigate through a large building full of many hallways and departments can add unnecessary stress to patients’ and families’ visits.  So can wandering around the parking lot looking for their car and carrying all of their belongings to it at the end of their stay.

Implementing a wayfinding solution and a patient tracking system that can link the valet service to the discharge process can remove these stressors.  These details will stand out in patients’ and family members’ minds as ways in which your facility goes the extra mile.

Make Comfort a Priority –

A hospital visit full of patient and family satisfaction.

Considering the family’s perspective can increase both patient and family satisfaction.

Patients’ family members will be spending a lot of time in your waiting area or in patients’ hospital rooms.  The waiting area should be clean and hospitable in order to make a good first impression.  For example, you might offer refreshments like coffee and water, current issues of magazines, games, puzzles, and/or free Wi-Fi to help them pass the time in comfort.

An article published by the journal Health Environments Research & Design (HERD) studied patients’ and family members’ opinions of different hospital room prototypes.  The study found that privacy (having control over a curtain that blocks the room door; using the bathroom without visitors seeing or hearing), security (a safe to hold valuables; the ability to independently reach their own belongings), and a sense of connection to people (the capacity for visitors to sit close and have eye level conversations with patients; easy access to cell phones and outlets for charging them) are all appreciated room elements.

Lower Waiting Room Anxiety

Families often feel worried while their loved one is undergoing a medical procedure.  Much of their anxiety stems from uncertainty.  A patient tracking board in the waiting area or real-time text updates can ease their nerves by informing them of their family member’s status at each stage (e.g. “in prep,” “in surgery,” “in recovery”) of the encounter.


Read our case study to learn how a New York hospital increased patient and family satisfaction with ActiveTRACK and its patient tracking board feature.


Support Family Engagement

It’s important to recognize the effects family members can have on a patient’s comfort and safety.  After receiving a diagnosis or undergoing a procedure, patients are not always in the best frame of mind to absorb a clinician’s instructions.  Family members can offer support during a difficult time and help ensure directions are followed and medicine is taken correctly.

Improving the discharge process is one way you can better engage family members.  Allow adequate time for discharge instructions and questions from patients and family members.  It’s vital to patient and family satisfaction that they do not feel rushed or abandoned as they prepare to leave the security of the hospital.  Plus, including informal family caregivers in the discharge process can lower readmissions by 25 percent.

Family Satisfaction Surveys –

In addition to the typical patient satisfaction surveys, collect feedback specific to the experience of patients’ family members.  Ask family members to complete a satisfaction survey and post your scores on your website to attract new patients.

Patient and Family Advisory Council (PFAC) –

Go one step further and invite patients and family members to actively participate in improving the patient and family experience at your facility by joining a PFAC.  PFACs include administrators, clinicians, and staff; but at least 50% of the members are patients, and family members of patients, who have received care from your organization.  They offer a unique perspective for improvements.


Each of these ideas shows patients’ family members that your organization values them and the role they play in the care and recovery of the patient.  These strategies also give you the opportunity to make a positive impression on family members who may choose your facility for their own health needs in the future.

Focusing on the family’s perspective can help you attract new patients, improve patient safety and health outcomes, reduce hospital readmission rates, and increase both patient and family satisfaction.


By Stephanie Salmich

Appealing to Millennial patients: Millennials gathered at a table with smart phones and coffee.

Appealing to Millennial Patients

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HealthWare Systems Blog

Appealing to Millennial Patients

Posted on Wednesday, March 6, 2019

Appealing to Millennial patients: Millennials gathered at a table with smart phones and coffee.

Appealing to Millennial patients can help your facility keep up on the latest healthcare trends.

Appealing to Millennial patients is becoming increasingly important to a healthcare facility’s revenue cycle.  Not only do they number 83.1 million and make up over 25 percent of the U.S. population, but Millennials are also driving new healthcare trends.

One alarming trend is that many Millennials do not have a primary care physician or keep up on regular health appointments and exams.  Instead, a growing trend is their use of urgent care facilities.  As Dr. Niket Sonpal (speaking with CBS) explained:

“We found that Millennials tend to want to have access to care right away, they want it immediately and they want to be able to see a doctor quickly . . . When they feel well, they don’t want to go to the doctors, and they don’t.  So then when they feel unwell, they’re like I want to see a doctor right away and not wait for weeks for an appointment.”

Unfortunately, this trend has serious consequences.  While many Millennials are health-conscious, they may be missing out on recommended eye exams, blood pressure screenings, PAP smears, STD/STI screenings, mental health screenings, and IBS/digestive exams, as well as failing to get vaccinations on time.


You may also be interested in: “Attracting and Retaining Millennial Healthcare Employees (Part 1)

In order to help ensure Millennials receive the care they need, heed the healthcare trends that are appealing to Millennial patients. The following are a few ideas to help get you started:

Don’t Waste Their Time

Wait times – As noted, Millennials don’t want to wait for care.  The following common scenario is definitely not appealing to Millennial patients:  first waiting days or weeks for an appointment, then waiting 20-30 minutes in the waiting room, THEN waiting in the exam room even longer before the doctor actually shows up.  To prevent this situation from occurring, implement a solution like ActiveTRACK, which can lower wait times by 75%.

Telehealth – Offering telemedicine appointments is another way to help Millennial patients save time, something they highly value.  Millennials are technologically savvy and accustomed to immediacy and convenience, so telehealth options may be attractive to them.

Simplify the Financial Aspects of Healthcare

Payment plans – One factor that may be keeping Millennials from accessing healthcare is the high cost.  Offering payment plan options so that they don’t have to cover the cost of a large bill all at once can help Millennial patients afford the care they need.

Price transparency – Millennial patients want to compare costs between providers and obtain out-of-pocket estimates before receiving care.  They also want to understand their bills before they pay them.

Health insurance confusion – Many Millennials are confused about their health benefit options and medical bills.  Clearing up their health insurance confusion can really help you stand out from your competition.  An easy place to start is by educating patients that many plans cover annual physicals at no cost.

Stay Technologically Relevant

Online payment options – Millennials are more likely than older generations to pay their bills using technology or mobile devices and may see paper bills as inconvenient and outdated.

Maintain a mobile and online presence – Use social media in healthcare to improve patient engagement.  To help attract new patients, monitor online reviews of your facility and respond to any negative feedback.  (Over 75 percent of Millennials check online reviews before choosing a doctor.)

Interoperability – It is hard for a generation that grew up with constant technological progress to understand how healthcare has been unable to keep up.  In other aspects of Millennials’ lives, data can be instantaneously transferred with a click of a button.  Interoperability in healthcare will be expected too, and there is technology that can help you achieve it.


You may also be interested in:  “Attracting and Retaining Millennial Healthcare Employees (Part 2)”

In other industries, Millennials are used to having many choices.  They expect companies to offer convenience and respect their time, provide competitive and transparent pricing, and keep pace with changes in technology.  Health systems can learn from these consumer-centered practices that are standard in other markets.  Plus, these practices are becoming more attractive to other generations as well.

Appealing to Millennial patients will help your facility keep up on the latest healthcare trends, attract a large group of potential patients, and boost your revenue cycle.


By Stephanie Salmich

This doctor talking to his patient is taking proactive steps toward increasing preventive screenings for men!

Increasing Preventive Screenings for Men at Your Facility

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HealthWare Systems Blog

Increasing Preventive Screenings for Men at Your Facility

Posted on Thursday, November 1, 2018

Increasing preventive screenings for men at your facility can save patients’ lives.  “Movember” is the perfect time to start working toward this goal.


Consider these ideas for increasing preventive screenings for men at your facility:


Educate your patients.  Patients may be unclear on the correct or most-up-to-date recommendations for preventive screenings and may not realize when it is time for them to start discussing these topics with their doctor.  Make sure your clinicians initiate the conversation when patients reach the proper age to begin making decisions about testing in case patients forget.

Improve patient engagement with preventive health by utilizing social media in healthcare.  Share preventive health tips, educational materials, and powerful statistics demonstrating the importance of early detection of male health issues.

(Check out our previous blog for more information on male patient engagement.)

Ensure patients are aware that most health plans are required to cover the cost of many preventive screenings (when performed by an in-network provider).  Highlight the fact that most plans cannot charge a copayment or coinsurance for these services even if the patient has not met his yearly deductible yet.  Instruct patients to check with their insurance company.  Additionally, help patients find out if they qualify for financial assistance and facilitate the application process for them.

Use their time in the waiting room as an opportunity to reach your patients.  For example, print educational materials on the back of wayfinding maps.  If you use a lobby display screen or patient notification board, feature male preventive health facts periodically throughout your rotation of announcements.  Or, incorporate moustaches into the backdrop of your screen to draw more attention to Movember and male health issues.

(Read here how one acute care facility used ActiveTRACK to promote customizable messages to patients in their waiting area.)

Accommodate your patients.  Allow for evening and weekend appointments.  Besides providing interpreters and educational materials in various languages, train staff to understand how culture affects health and healthcare decisions.  Don’t let inconvenience or cultural barriers stand in the way of accessing preventive health care.

Talk to female patients about preventive screenings for men.  Women make approximately 80% of household healthcare decisions.  Since women can have such a large impact on male health, clinicians may want to bring up the topic when meeting with female patients.  This could trigger a reminder for female patients to schedule appointments for their loved ones, or simply provide them with pertinent preventive health information to pass on to the men in their lives.

Start the Movember Healthcare Challenge at your facility.  Compete against others in your industry to raise money to improve male health through the Movember Foundation.  Raise awareness by growing a (or wearing a fake) moustache!  Use the hashtag #Movember when you share the pictures on social media.

(You can also find ideas for promoting other health observances throughout the year here, and a detailed calendar of this year’s health observances and recognition days here.)

Most of the above ideas can be implemented all year long!  Increasing preventive screenings for men is an important goal to strive toward and November is a great time to start.

This doctor talking to his patient is taking proactive steps toward increasing preventive screenings for men!

Take proactive steps toward increasing preventive screenings for men!


By Stephanie Salmich

Increasing mammogram appointments… a woman holds a sign reading “Have YOU scheduled your annual MAMMOGRAM?”

Ideas for Increasing Mammogram Appointments

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HealthWare Systems Blog

Ideas for Increasing Mammogram Appointments

Posted on Monday, October 1, 2018

Increasing mammogram appointments… a woman holds a sign reading “Have YOU scheduled your annual MAMMOGRAM?”

Take proactive steps toward increasing mammogram appointments!

October is the perfect time to focus on increasing mammogram appointments.  During Breast Cancer Awareness Month, prioritize preventive care using the suggestions below.


Consider these ideas for increasing mammogram appointments at your facility:


Educate your patients on breast cancer prevention.  Patients may be unclear on the correct or most-up-to-date recommendations for mammography screening or may have heard conflicting instructions from different organizations.  Make sure your clinicians clarify.

“Current guidelines from the American College of Radiology and the Society for Breast Imaging recommend that women receive annual mammograms starting at age 40 — even if they have no symptoms or family history of breast cancer.”

Ensure patients are aware that most health plans are required to cover the cost of a breast cancer mammography screening for women over 40 every 1 to 2 years (when performed by an in-network provider).  Highlight the fact that most plans also cannot charge a copayment or coinsurance for this service even if the patient has not met her yearly deductible yet.  Some states even require insurers to cover 3D mammograms.  Instruct patients to check with their insurance company.  Additionally, help patients find out if they qualify for financial assistance and facilitate the application process for them.

Send mammogram reminders through texts, emails, letters, postcards, and/or phone calls. A study conducted by Kaiser Permanente found mammogram reminders to be very effective in increasing mammogram appointments, especially when sent to patients whose mammogram appointments were coming due.

When patients check in, instruct registrars to ask them if they’ve scheduled their annual mammogram exam yet; and if not, have registrars try to schedule one with them.  Additionally, registrars should confirm they have the correct mailing address and phone number for the patient in the system used to send mammogram reminders.

Use their time in the waiting room as an opportunity to reach your patients.  For example, print mammogram reminders on the back of wayfinding maps.  If you use a lobby display screen or patient notification board, include mammogram reminders and breast cancer prevention facts that appear periodically throughout your rotation of announcements.  Or, use a mammogram reminder as the full-time backdrop of your screen.

(Read here how one acute care facility used ActiveTRACK to promote customizable messages, including encouragement of mammogram appointments during Breast Cancer Awareness Month, to patients in their waiting area.)

Improve patient engagement with preventive health by utilizing social media in healthcare.  Share mammogram reminders, educational materials, and powerful statistics demonstrating the importance of early detection.  For instance, according to the American College of Radiology, “mammography has helped reduce breast cancer mortality in the U.S. by nearly 40% since 1990” and “skipping a mammogram every other year would miss up to 30% of cancers.”

Accommodate your patients. Allow for evening and weekend mammogram appointments.  Besides providing interpreters and educational materials in various languages, train staff to understand how culture affects health and healthcare decisions in order to reach patients of all backgrounds.  Don’t let inconvenience or cultural barriers stand in the way of accessing preventive care.

Emphasize your goal of increasing mammogram appointments to your staff. Stratis Health suggests providing your clinicians and registrars with “missed opportunity” reports, which would demonstrate the number of patients who visited throughout the month who were due/overdue for their mammogram appointments but did not get scheduled.


October is the opportune time to launch a breast cancer awareness campaign!  Of course, the suggestions above are best used throughout the entire year to help you in your goal of increasing mammogram appointments and improving your rates of early detection to save lives.


By Stephanie Salmich

Reducing patient uncertainty: Healthcare providers connect puzzle pieces.

Reducing Patient Uncertainty: 6 Areas to Address

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HealthWare Systems Blog

Reducing Patient Uncertainty: 6 Areas to Address

Posted on Wednesday, May 9, 2018

Reducing patient uncertainty should be a high priority item for healthcare providers.  Feelings of uncertainty can affect the patient experience and lower patient satisfaction.

Most of us are uncomfortable with uncertainty and many visits to healthcare facilities are made with the purpose of diminishing it.  Patients seek out your facility hoping to find answers to health questions; the last thing they are looking for is even more confusion.

Reducing patient uncertainty: Healthcare providers connect puzzle pieces.

Reducing patient uncertainty can vastly improve the patient experience.

Below are 6 areas that can either increase or decrease patient uncertainty.
By reducing patient uncertainty through addressing these areas, providers can greatly improve the patient experience:

1. – Online Presence:

A strong online presence and positive online reviews can aid in reducing patient uncertainty by helping patients become more familiar with your facility and organization before they even visit.  Utilize your website and social media accounts to their full advantage.

For example, a study published in the journal Health Communication found that video biographies for primary care physicians were more effective in reducing patient uncertainty than the standard text biographies that most providers post on their websites.

2. – Wayfinding:

Navigating their way around an unfamiliar building can increase patients’ anxiety over their hospital visit.  Wayfinding solutions (such as digital signage, mobile apps that guide patients around your campus, and touchscreen kiosks that print wayfinding maps) can ensure that patients and their visitors don’t get lost, all while reducing patient uncertainty about finding their destination.

3. – The Waiting Room:

The waiting room offers numerous opportunities for reducing patient uncertainty surrounding many topics.  In the waiting room, uncertainty about wait times can be just as frustrating as the actual waiting.  Patients’ family members face uncertainty as well, about how long they’ll be waiting, about the details of a procedure, and about the outcome for their family member.

A patient tracking board and real-time text updates can be instrumental in reducing patient uncertainty and lowering waiting room anxiety for patients’ family members.  Patients can better gauge how long they’ll be waiting, and patients’ family members know their loved one’s status at each stage (e.g. “in prep,” “in surgery,” “in recovery”) of the encounter.

4. – Interoperability:

Patients should not have to face uncertainty regarding whether their doctor has all the information he/she needs to properly care for them.  Yet, only 46% of hospitals had required patient information from outside providers or sources available electronically at the point of care according to research posted by the Office of the National Coordinator for Health Information Technology.

With odds like these, patient uncertainty about transfer of medical records or if a physician’s order/referral will be received in time is warranted.  Reducing patient uncertainty can be accomplished by ensuring your facility can electronically send, receive, find, and integrate/use all necessary health information.

5. – The Discharge Process:

Researchers have created a new tool called the Uncertainty Scale to measure patient uncertainty and predict hospital readmissions.  Some of the major themes they’ve found in their work include patients’:

  • “Lack of clarity regarding self-management, such that patients are unsure how to deal with symptoms at home”
  • “Lack of self-efficacy, manifesting as patients not knowing where to go for help for certain symptoms”
  • “Lack of clarity about the decision to seek care, meaning that patients do not know which symptoms are serious enough to warrant seeing a health professional”

Improving patient education during the discharge process can help in reducing patient uncertainty about self-care, where to seek help, and when it is necessary to seek help, as well as lower readmission rates.

6. – Payments:

Patients want price transparency and as wise healthcare consumers, they have the right to be informed about the use of their healthcare dollars.  Confusion about health insurance and how much money they owe for health services, even after they’ve received a bill, is a source of patient uncertainty.  Patients may have great clinical outcomes, yet, if they are surprised when the bill is larger than expected, their satisfaction surveys will reflect low scores.

Providing estimates for out-of-pocket costs upfront, helping patients with insurance issues, preventing insurance-related errors, and helping patients identify and apply for financial assistance opportunities can all help in reducing patient uncertainty about cost.


Uncertainty is unfortunately a common experience in healthcare for those with undiagnosed conditions and symptoms for which an explanation is unclear.  The six areas outlined here are within your control; by reducing patient uncertainty in these areas, your facility can greatly improve the patient experience.


By Stephanie Salmich

A doctor and patients smile behind the blog’s title: ADDRESS PATIENT TRANSPORTATION NEEDS TO CREATE BETTER HEALTH OUTCOMES.

Address Patient Transportation Needs to Create Better Health Outcomes

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HealthWare Systems Blog

Address Patient Transportation Needs to Create Better Health Outcomes

Posted on Wednesday, April 18, 2018

Patient transportation needs can critically affect access to care and health outcomes; approximately 3.6 million Americans miss or postpone medical care due to transportation issues.

Improved access to transportation benefits patients, health facilities, and communities.  Health systems that address patient transportation needs are advocates for their patients, produce better health outcomes, lower readmission rates, reduce no-show appointments, and improve the general health of the community.

Efforts should begin with screening patients to determine their need/eligibility for transportation or other financial assistance.


Here are some specific ways your facility can then help those patients and create better health outcomes:


A doctor and patients smile behind the blog’s title: ADDRESS PATIENT TRANSPORTATION NEEDS TO CREATE BETTER HEALTH OUTCOMES.

Educate Patients About Transportation Options


Compile a resource list of patient transportation options available in your area.  For example, many senior centers and churches provide free or low-cost transportation and Pace offers a “Call-n-Ride” service in the Chicago suburbs for as little as $2.00.  What affordable local transportation options could you suggest to your patients?

Promote patient transportation options through flyers, posters, or digital signage at your facility.  If you use a lobby display screen or patient notification board, include notices for patient transportation options that appear throughout your rotation of announcements.

Assign staff members to address patients’ needs, one-on-one.  These employees can help patients determine which transportation assistance programs they may be eligible for (e.g. Medicaid non-emergency medical transportation (NEMT), the American Cancer Society’s Road to Recovery program), help them apply or sign up for assistance, and help them understand their existing benefits or coverage (e.g. how ambulance transportation may or may not be covered under Medicare).

Promote patient transportation options through your hospital’s social media accounts.

Create New Patient Transportation Options


Institute a driver volunteer program to provide rides to eligible patients, as Grace Cottage Family Health & Hospital and Green Mountain RSVP have done.

Start a hospital van service, like the one Taylor Regional Hospital created to deliver prescriptions and bring patients to and from the hospital.

Partner with an on-demand transportation service, like Maryland Health System has with Uber and Denver Health has with Lyft, to offer free or discounted transportation to qualifying patients.

Provide shuttle, bus, or taxi travel vouchers.  Create an incentive program for eligible patients who keep their appointments.

Participate in local government and community planning projects.  The American Hospital Association suggests hospital representatives “participate in local or regional transportation planning initiatives and educate decision-makers about how health can be affected by transportation” to encourage the development of new patient transportation options (such as more walkable routes, bike lanes, bike-sharing programs, bus or shuttle services, etc.).

Alleviate Patient Transportation Needs by Bringing Care to the Patients


Invest in a mobile health center, as Calvert Health System has; the Calvert Health System Mobile Health Center brings primary and preventive health services to patients by visiting churches and community centers.

Create a prescription delivery or mail service, or provide pharmacy services on site to cut travel for patients, as the American Hospital Association advises here (p. 12).

Provide more telehealth opportunities and encourage use of the patient portal for minor questions.


Make a commitment to address patient transportation needs using the suggestions above, and your patients, community, and facility will all enjoy the benefits of better health outcomes.

You can read in further detail how the health systems mentioned above (Grace Cottage, Taylor Regional, Denver Health, and Calvert Health) address patient transportation needs in the case studies provided by the American Hospital Association.


By Stephanie Salmich

Support Your Physicians: An administrator and doctor shake hands.

Support Your Physicians by Asking These 3 Questions

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HealthWare Systems Blog

Support Your Physicians by Asking These 3 Questions

Posted on Friday, March 30, 2018

National Doctors’ Day (March 30th) provides a great opportunity to reevaluate the steps your facility is taking to support your physicians who work so hard for you and your patients.

Support Your Physicians: An administrator and doctor shake hands.

Happy National Doctors’ Day!

Here are a few questions to consider when assessing how well you support your physicians:

 

Are You Fueling Your Physicians’ Sense of Purpose?

One of the best ways you can support your physicians is by encouraging their passion, whether it be for medicine, for helping patients and their families, for serving the community, or any other meaningful reason they have for doing the work they do.

Fostering a sense of meaning in work can improve employee engagement, reduce physician burnout, and lower employee turnover.  According to Forbes contributor David K. Williams, the secret to helping employees find meaning in work is communication:

“If leaders focus on communicating the company’s mission, and the employee’s place in the success of that mission, they can have a significant impact on the overall level of fulfillment of their employees.”

He suggests that leaders “frequently discuss the meaning of the organization” and recognize employees for their personal contribution to that meaning.

 

Are You Making Your Physicians’ Jobs Easier or More Difficult?

Physicians are extremely busy.  Is the technology you provide them helping or hindering their time management?

Time-consuming and cumbersome administrative tasks and paperwork can overwhelm physicians and distract them from the reason they became doctors in the first place:  to help patients.

Alleviate physician stress by implementing solutions that:

1. Eliminate lost physician orders

2. Facilitate the sending, receiving, finding, and integrating of critical data to achieve interoperability

3. Prevent reimbursement issues

4. Provide real-time communication across departments

Are You Investing in Your Physicians?

Do you provide opportunities for your valuable physicians to learn and grow in the vital roles they fill for your organization?  Millennial healthcare employees may especially appreciate opportunities for growth and development, continued training, and education at work.  You can also support your physicians by offering or funding mindfulness training, empathy training, and emotional support programs to help prevent or reduce physician burnout.

Again, National Doctors’ Day is TODAY (March 30th)!  Now is the perfect time to rejuvenate your commitment to support your physicians with these suggestions.  And remember to celebrate the physicians who have made a difference for you and your family by personally thanking them and honoring them each March 30th for the hard work they do all year long.


You can also find ideas for promoting other health observances throughout the year here, and a detailed calendar of this year’s health observances and recognition days here.


By Stephanie Salmich

A group of Millennial healthcare employees appears with the blog title: Attracting and Retaining Millennial Healthcare Employees (Part 2)

Attracting and Retaining Millennial Healthcare Employees (Part 2)

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HealthWare Systems Blog

Attracting and Retaining Millennial Healthcare Employees (Part 2)

Posted on Wednesday, March 21, 2018

A group of Millennial healthcare employees appears with the blog title: Attracting and Retaining Millennial Healthcare Employees (Part 2)

Using gamification and social media in healthcare can help you in attracting and retaining Millennial healthcare employees.

In Part 1 of our 2-part blog about attracting and retaining Millennial healthcare employees, we discussed two strategies to help you improve employee engagement and employee retention among the ever-increasing largest share of the U.S. workforce: promoting your mission and investing in education.

Here are two more suggestions for attracting and retaining Millennial healthcare employees:


Embrace Social Media in Healthcare

Social media in healthcare can be invaluable for attracting Millennial healthcare employees.  For example, Hospitals & Health Networks reports that All Children’s Hospital in Tampa, Florida uses social media to engage potential new hires with stories, images, and videos that highlight what it’s like to work at their facility and live in their city:

“At All Children’s, a new nurse blogs about her experiences behind the scenes. The transport team writes a periodic series about their adventures. The hospital home page features ‘Shift Change,’ a one-minute video with action music that includes fast-paced scenes from a single day at All Children’s mixed with shots of Central Florida night life and beach sunsets.”

Exceptional internal communication is also essential for retaining Millennial healthcare employees.  Many Millennials desire more feedback from their managers at work and are accustomed to instantaneous communication.  Commit to increasing the amount of feedback you provide in order to improve employee engagement, and ensure you have a system in place that enables real-time communication among employees and departments.

Utilize Gamification Strategies

Millennial speaker Ryan Jenkins describes gamification as “the use of game design techniques and mechanics in a non-game context to solve problems and engage users.”  He provides the gamification examples of tracking frequent flyer miles, credit card points, and fantasy football scores and explains the attraction:

“When humans achieve new levels in games, the brain releases dopamine which prompts excitement, encourages exploration to try new things, and helps combat the stagnation caused by failure. The reward-motivated behavior induced by dopamine is the key to increased employee engagement, overcoming challenges, and increased innovation through exploration.”

Incorporating gamification features like competition, rewards and incentives, point scoring, and real-time, instant feedback into the workplace may appeal to Millennial healthcare employees (who grew up playing video games and games on their mobile phones) and can improve employee engagement for all generations.

For instance, try implementing tools that monitor registrars’ patient encounter accuracy relative to their peers, and provide performance incentives to improve employee engagement and recognize accomplishments.  This will create a fun, competitive atmosphere and provide Millennial healthcare employees with the feedback they crave.

As noted in Part 1 of this blog, most Millennials want the opportunity to learn at work.  Gamification can be used to improve employee engagement with training and online learning as well.


Many Millennials want to work in healthcare; according to a survey of 18,000 Millennials, about 40% plan on working in medicine or health-related fields.  Healthcare facilities that consider the values of this generation of workers in their efforts to improve employee engagement and employee retention will have the most success in attracting and retaining Millennial healthcare employees.

These strategies, embracing social media in healthcare and utilizing gamification, along with those outlined in Part 1 of this 2-part blog (promoting your mission and investing in education), will appeal to Millennial healthcare employees and lower your turnover rates for this group of workers.

Editor’s Note:  This is Part 2 in a 2-part blog series.


By Stephanie Salmich

Managing the flu season: Sick patients sit in the waiting room.

Managing the Flu Season and High Patient Volume

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HealthWare Systems Blog

Managing the Flu Season and High Patient Volume

Posted on Wednesday, February 28, 2018

Managing the flu season has been especially difficult for hospitals this year as health systems around the country are overflowing with record numbers of flu patients, resulting in ambulance diversions and delays, bed shortages, and ERs that are operating beyond capacity.

For example, Saint Agnes Medical Center’s ER in California has been operating at 104% capacity and UCLA Medical Center’s ER, which usually treats around 140 patients/day, recently treated over 200 patients in one day.  In January Illinois had 100 more flu outbreaks than it did last year at the same time.

Here are some suggestions for managing the flu season:


Prevention

The best thing you can do in your work toward managing the flu season is to take preventive measures to reduce the number of patients the flu will bring in in the first place.  Be diligent in your efforts to educate patients about, and encourage them to receive, the flu vaccine.  Many may not realize that it’s not too late to get the flu shot for this flu season.  Provide them with the CDC’s tips for prevention and dispel any of the common flu myths they may believe.

The ModernMedicine Network outlines the importance of considering how you might compete with drug stores and retail clinics to secure your patients’ business for flu shots.  They suggest providing for walk-in vaccinations, setting up after-hours or weekend vaccination clinics, and partnering with nearby businesses to arrange flu shot clinics for their employees (which has the potential to generate new patients), among other ideas.


Preparation

Prepare for managing high patient volume, which you’re likely to see during the flu season.  Adjust your staffing needs and keep in mind that your employees may get sick, too.  A patient tracking system will help you to better allocate staff and resources and will vastly improve efficiency and patient throughput.

Other workflow automation tools will also aid you in managing high patient volume by increasing efficiency and perhaps compensating for an uptick in sick/absent employees.


Containment

Research published in the American Journal of Infection Control found that 4 in 10 healthcare professionals work while experiencing flu-like symptoms, risking the safety of the most vulnerable patients such as the elderly and those with chronic diseases.  Sick employees with a fever and respiratory symptoms should be instructed not to return to work “until at least 24 hours after they no longer have a fever (without the use of fever-reducing medicines such as acetaminophen),” according to the CDC.

Additionally, create a designated space in the waiting room for patients with flu symptoms where they can sit without spreading the flu to other patients.  And make sure plenty of hand sanitizer, tissues, and masks are available to help contain the virus.

Managing the flu season: Sick patients sit in the waiting room.

High patient volume makes containment in the waiting area especially important to managing the flu season.

Managing the flu season is a challenge, but prevention, preparation, and containment will help you to operate efficiently while managing high patient volume and keeping your patients safe.


By Stephanie Salmich