Promote patient engagement and healthy outcomes, and improve your bottom line.
This course covers five areas:
1. Create a patient-centric experience that promotes engagement in their own care.
2. Involve patients and their families with surveys and clinical engagement methods.
3. Receive tips and tools to measure patient satisfaction and boost quality measures.
4. Create a plan to follow up and act on negative patient feedback.
5. Learn when and how to discharge patients not following their care plan.
Class Highlights
- Learn why team engagement is essential for MACRA and how the patient experience affects quality measures.
- Define the team’s role in patient satisfaction and patient engagement as part of the overall patient experience.
- Understand the connection between quality measures and reporting outcomes.
- Review the impact of Internet-based ratings such as Physician Compare, HealthGrades, and peer-to-peer measurement websites.
- Patients and caregivers grade their experiences based on feelings, actions, and results. Learn how this correlates with performance measures.
- Make a timeline that includes a patient experience continuum and improvement goals.
- Discuss a plan for future gains in performance measures.
- Create a patient survey and act on the results.
- Establish and enforce patient discharge criteria and procedures.
- Learn practice marketing tactics and strategies for creating and managing a social media presence for your office.
 |
Linda D'Spain
CMPE, CMC, CMIS, CMOM, CMCO, CMCA-E/M
|
Linda is President of her medical practice management consulting firm, D'Spain Consulting. She travels the country conducting national seminars, workshops and webinars and consulting with physician practices, hospitals and medical societies on healthcare reimbursement, documentation guidelines, procedural and diagnostic coding, financial management, human resources, medical office management and compliance with fraud and abuse, OSHA, and HIPAA. She has also served as an Independent Review Organization (IRO) for the Office of the Inspector General and consulted for the Texas Medical and Dental Boards.
With more than 30 years of experience in medical practice management, Linda has managed cardiology, cardiothoracic, vascular surgery, physical therapy, orthopedics, pediatric orthopedics, gynecology and reproductive endocrinology and large multispecialty group practices. She maintained broad responsibilities in business and clinical operations, financial management, governance and organizational dynamics, human resource management, marketing, customer service, compliance, information system management, mergers and acquisitions and risk management.
Linda has attained all five PMI certifications. She also has a degree in Business Administration and is a Board Certified Medical Practice Executive through the American College of Medical Practice Executives, a member of the San Antonio Medical Group Managers Association (MGMA) and has served as an advisory board member with PMI.
This instruction will benefit anyone working with a medical office team in an outpatient setting: managers, clinicians and outpatient staff.
As the Chief Operating Officer of a very busy GI practice, I receive many of the patient complaints across my desk and have spent countless hours on the phone speaking with angry patients regarding their patient experience at our practice. Many times these conflicts or negative impressions could have been easily prevented or resolved if the staff was committed or better educated on how to provide the best patient experience. Sometimes it is a flawed process or workflow and sometimes the staff just needed to listen to the patient.
This course will enable the participants to better understand the impacts these negative experiences can have on reputation management, quality measures, and expansion.
Changing the culture to become more patient-centric involves the physicians, staff, and patients. This course will assist the practice in beginning to think outside the box, offer tips and tools to increase patient satisfaction, and create a solid plan of improvement.
Deborah McNeilance, MBA, CMOM, CMIS, CPC, CMC, Chief Operating Officer
Prod ID: 135