Joyce Bryant, our Patient Access Week interviewee.

Ideas for Celebrating Patient Access Week: An Interview with Joyce Bryant

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HealthWare Systems Blog

Ideas for Celebrating Patient Access Week: An Interview with Joyce Bryant

Posted on Wednesday, March 28, 2018

Joyce Bryant, our Patient Access Week interviewee.

Joyce Bryant provides Patient Access Week ideas.

Patient Access Week is here!

Many managers may be looking for ways to recognize their hard-working patient access employees.

HealthWare Systems recently spoke with Joyce Bryant, who served over 8 years managing a centralized high volume call center consisting of 50+ Patient Access Specialists for four hospitals and five outpatient facilities as a Regional Director of PreAccess.

Joyce explained that it can be difficult to come up with activities for 60+ people, especially with budget obligations.  But she and her managers were able to find creative ways to celebrate their patient access employees during Patient Access Week, and each was a big hit!

Check out her ideas for celebrating Patient Access Week!


Work Station Bingo

“You can’t shut down your call center to play games and do get-togethers.  So, I came up with the idea of playing Bingo at their desk.  I had a manager go buy a Bingo game (we reused it every year).  We made copies of the Bingo Cards and handed them out to the staff.  The manager would then pull a Bingo number and email the number out in the subject line of the email.  The email pops up on everyone’s screen, with the number in the subject line, and they mark their sheet.  It’s not disruptive to patient scheduling and the verifiers can play while they’re on hold with insurance companies.  If they are busy, the numbers are all in their email and they can easily catch up.  The first one to email back ‘Bingo!’ wins.  As far as prizes, we planted succulents in dollar store pots, gave out movie theater-sized boxes of candy, or water bottles or mugs filled with M&M’s.”

Nacho Cart

“I went to Gordon’s Foods and bought a large can of nacho cheese, paper holders and several bags of taco chips.  It cost me around 16 dollars for 60 people.  What makes it special is, I put the slow cooker with the cheese in a cart and walked around the department serving it to my staff.  It gave me the opportunity to thank each staff member and let them know how much I appreciate the work they do for our patients.”

Pancake Day

“I brought in pancake mix, syrup, oranges and bananas.  It cost 25 to 30 dollars for 60 people.  I put on my apron and started serving up pancakes.  I started with the early shift and ended with the 10:30 (late shift).  Again, it’s not just the food they appreciated.  It’s the fact that we managers were thanking everyone as they walked in.  It was a great way to connect.”


“I’m a baker and like to make Cupcake Wars types of cupcakes.  Not everyone’s a baker, but you can tap into the skills of your managers as well.”

Employee of the Month Board

“Appreciation doesn’t need to be just for a week.  Each team had a monthly employee appreciation bulletin board (Employee of the Month).  The team members post notes of appreciation to their teammates when they find that they’re going above and beyond.  On the first of the month, the manager takes down the notes and puts them in a hat and pulls out one.  She then sends an email to the team with that employee’s name and what they did to be nominated for “Employee of the Month.”  That employee got a small prize (a plant, $10 gift card to the cafeteria, etc.).”

On top of the ideas Joyce provided, you can find other fun activities on NAHAM’s website.  If you’re looking for more prize options, visit NAHAM’s online store featuring promotional items for Patient Access Week.  And don’t forget to share your activities and recognize your patient access employees on social media!

In addition to celebrating Patient Access Week, you can also find ideas for promoting other health observances throughout the year here, and a detailed calendar of the year’s health observances and recognition days here.

By Stephanie Salmich

Doctors give the thumbs up to reducing physician burnout.

Reducing Physician Burnout to Improve Physician Retention

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HealthWare Systems Blog

Reducing Physician Burnout to Improve Physician Retention

Posted on Tuesday, March 7, 2017

According to a study published by the Mayo Clinic, 54.4% of physicians in the U.S. report experiencing at least one symptom of professional burnout, a growing problem in healthcare.

The Maslach Burnout Inventory, an instrument used to measure burnout, defines it as “a psychological syndrome of emotional exhaustion, depersonalization, and reduced personal accomplishment.”  Doctors suffering from physician burnout feel drained emotionally, grow cynical toward their patients, and view their work as meaningless.  These physicians may provide a lower quality of care, commit more medical errors, and develop an increased desire to leave a practice.

Not only does physician burnout and its ensuing turnover create significant consequences for doctors and patients, but also for healthcare facilities.  A study featured in the American Journal of Medical Quality found that physician turnover can affect an organization’s finances, patient satisfaction, other healthcare providers, and institutional public relations.

How Can You Help?

It’s in the best interests of everyone (doctors, patients, and the entire organization) when hospitals take steps toward preventing and/or reducing physician burnout:

Show Them You Care

The fact that you are searching for information on reducing physician burnout already shows you care about your physicians.  It’s important to make sure they are aware of your efforts so that they feel their work is valued and appreciated.

Investing in the well being of your doctors can pay huge dividends for your facility.  Many facilities are seeing substantial improvements in their attempts to increase physician satisfaction after introducing mindfulness training and on-the-job emotional support programs.  An added benefit of these is that they increase patient satisfaction with doctors as well.

Doctors give the thumbs up to reducing physician burnout.

Reducing physician burnout will help you increase physician satisfaction.

Help Them Rediscover Their Passion

Your physicians probably pursued a career in medicine because they wanted to make a difference in people’s lives; they didn’t become doctors for the administrative duties.  Yet, research highlighted in the Canadian Family Physician journal found that two contributing factors to physician burnout and stress are too much paperwork and long waits for specialists and tests.

You can make it easier for your doctors to focus on the aspects of their job that bring them the most meaning by implementing solutions that simplify administrative tasks.  A solution like ActiveXCHANGE, for example, can help you manage incoming physician orders and third party documentation and greatly reduces physician complaints related to lost or incomplete orders.  In fact, this system is known to increase physician satisfaction.

Eliminate Financial Stressors

In a Mayo Clinic Proceedings study, frustration with reimbursement issues was among the reasons physicians surveyed planned to reduce their working hours or leave medicine altogether.

You can limit payment glitches, and improve physician retention, by ensuring patients are financially cleared before they even present.  Read here about solutions that can verify treatment is authorized by payers before it is administered, how to prevent errors that result in payment delays and denials, and financial assistance screening tools that can help your self-pay patients.

Reducing physician burnout is crucial for both your organization and the health of the people who serve your patients.  If you can help your physicians find joy in their work, you will increase physician satisfaction and physician retention; this in turn will lead you to increase patient satisfaction with their happier, more emotionally-present physicians.

By Stephanie Salmich