Maximize Medicare Payments

Healthcare challenges can be overwhelming.  We can’t change laws and regulations.  What we can control are people’s experiences.  The Patient’s VOICE is how we provide better care. Craig Kinyon, President and CEO, Reid Hospital

Hospitals stand to lose many millions of dollars as CMS (Centers for Medicare and Medicaid Services) rolls out its Value Based Purchasing (VBP) and Pay-for-Performance (P4P) programs. The 9-month Performance Period for 1% of fiscal year 2003 CMS Medicare payments started on July 1, 2011.  In subsequent years, the following amounts of inpatient hospital CMS reimbursements are expected to be affected for various performance measures:

Hospital administrator2% — HCAHPS
3% — Readmissions
5% — Meaningful Use of EMRs
1% — HACs

Skill Clinics improve hospital performance and reimbursements in all of these performance areas.

VOICE Clinics and HCAHPS

In our Critical Care unit, patient satisfaction scores went up, and they’ve been sustained.
Director of Critical Care

A Hospital’s CMS VBP score is based on a combination of clinical measures and patient satisfaction scores from CMS’s HCAHPS survey relative to other hospitals and its own previous scores.

Here are ways that VOICE Clinics directly impact a hospital’s HCAHPS and VBP scores:

  • Develops the behaviors and skills directly assessed in the HCAHPS
  • Develops the skills most correlated with overall HCAHPS scores (loyalty drivers such as complaint resolution)
  • Establishes house-wide service standards coached and reinforced for every employee
  • Reduces deficiencies in information sharing and teamwork that cause inconsistent quality

Hospital quality and safety improvementWe have two distinct groups within our unit: clinical and support. VOICE Clinics have both groups communicating and appreciating each other much, much more.
Co-Director, Emergency Services

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VOICE Clinics and Readmissions

Because the Clinics improve our patient explanations and education, we're seeing returning patients less and less. Office Manager, Physician Services

A primary cause of patient readmissions is poor patient adherence to at-home recommendations, care follow-up procedures, and prescriptions. Problems in patient adherence are often a result of poor or inadequate communications before, during, and after discharge.

Here are ways that VOICE Clinics directly impact hospital readmissions:How to reduce hospital readmissions

  • Enhances instruction delivery and confirming skills (e.g. TeachBack Requests and Will-You Requests) to improve patient retention and acceptance
  • Provides skills for uncovering and responding to patient limitations (e.g. cognitive, physical, social) to enable tailoring of information and instruction delivery
  • Improves management of patient expectations in post-discharge experiences (TERN: Time, Experienced sensations, Results, Next steps)
  • Enhances collaboration and patient involvement in formulating healthcare recommendations and decisions leading to greater patient acceptance
  • Provides best practices for following up with patients after discharge

VOICE Clinics and Use of EMRs

VOICE Clinics were hugely helpful for the Help Desk to implement a new EMR system enterprise-wide.
Director of Information Services

Meaningful Use of EMRs will have a significant impact on CMS reimbursements as well as work efficiency and quality of healthcare delivery.

Here are ways that VOICE Clinics directly improve the meaningful use of EMRs among co-workers, with patients, and by patients:

  • Improve Help Desk capability to serve and support hospital staff use of EMRs
  • Establishes patients and co-workers as partners in managing and using EMRs
  • Provides behavioral learning models for teaching skills-based use of EMRs

VOICE Clinics also include these tools on using EMRs and PCs with patients and co-workers:

  • 10 ways to use EMRs to improve your patient interactions
  • 8 ways to get patients to use and update their EMRs
  • 6 technology solutions for the physician’s office
  • 8 ways to be IT-friendly for your patients
  • 8 ways to use the PC with patients in the exam room
  • 8 elements of high-tech patient rooms
  • 12 patient email must-dos

VOICE Clinics and HACs

The costs of Hospital-Acquired Conditions in lives, health, and money are immense. Through P4P programs, CMS now holds hospitals accountable for some of those costs.

Here are ways that VOICE Clinics directly reduce HACs:

  • Imbeds the WASHands skill model in Clinic #3 to establish the standard of: Wash when enter a room; And when leaving; Say thank-you when reminded to wash; and Help remind others to wash
  • Provides the asking, listening, and explaining skills to prevent misunderstandings and miscommunications that lead to errors
  • Provides SpeakUp skill model for co-workers to express their concerns and opinions about possible errors and omissions
  • Clearly communicates to all employees that every patient and co-worker brings 3 to 6 concerns and needs to every interaction and their job is to uncover and respond to all of them
  • Creates formal and informal performance discussions among co-workers and with managers to raise and address issues and concerns

Skill Clinics is the most comprehensive and effective learning solution for improving CMS VBP and P4P scores and compensation -- guaranteed.

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