Scenario Our Palm Beach Gardens medical office introduced a new patient check in procedure by using kiosks. My role was to communicate with vendors, suppliers, EMR software technicians, installation contractors, physician and practice owner, staff and patients about the purchase, installation and training with the new kiosk check in process. This sophisticated technological check in process is user friendly and reduces the check in time significantly. The kiosk allows the patients to check in for their appointments, verify their demographics, verify their insurance information, and sign off on five office documents. Patients will also be able to activate their patient portal access, edit and update their demographic and insurance …show more content…
The EMR technician seemed to be uncertain and kept putting me on hold. Frankly she gave me the impression that this was her first day on the job. At the end of the session I still had questions on how some of the features worked such as when does the camera prompt to update a photo of a new insurance card? At what point are the patients given the options to authenticate? The technician was unable to answer any of these questions which I felt were part of the set up and installation process. Could this have been a language barrier again? Or did I annoy her with all my questions? Another communication challenge that I faced was with the staff and patients. I needed to convince both staff and patients that the kiosks are user friendly thus, making the check in process much faster than checking in with the receptionist. I could hear the tone of reluctance, apprehensiveness and fear from both the staff and patients as we began using the kiosks. Providing and communicating clear training and instructions on the use of the kiosks was essential to the success of this new procedure.
Strategies
The strategy that I used to resolve the customer service issue was to request the manual which contained the product specifications and the installation instructions to the kiosks. After reviewing the specifications and installation instructions, I could plan exactly how many kiosks to purchase
Use at least two patient identifiers when providing care. Double checking of ID bands and ID/Driver’s license of patient if possible. Using labels to mark all materials /items needed for the procedures. A two person check off procedure must be implemented. Items requiring labeling include: patient records, signed consents, and all assessments, diagnostic tests and x-rays. Also included should be any item that is needed for the procedure (blood products, devices, and equipment). Using a matching system, so that all items in the procedure area are matched to the patient. The matching system must be completed by a minimum of two staff members. These staff members should include a qualified staff member, nursing staff involved in the procedure, recovery room staff, and discharge staff.
Besides identifying the objectives required to qualify for meaningful use, we must also consider the Ambulatory care practice’s key goals of streamlining registration, billing and improving the patient record documentation process. The project team should diagram and process map the current as well as the new proposed work flow to determine their specific needs and define objectives. When considering an EHR vendor, it is suggested that the Ambulatory care practice be able to demo the product with specific scenarios applicable to the
Changes in current health care practices, the aging baby-boomer population, and the higher acuity of patients has created a need for change and adaptability with the health care industry. Kaiser is an organization who has shown the ability to continuously change in order to reduce costs while improving efficient quality patient care. The investment on information technology (IT) advancements such as the implantation of electronic health records (EHRs) and use of a patient portal system is one way the organization has shown readiness to meet the health care needs of patients. KP in collaboration with five other healthcare organizations created a Care Connectivity Consortium, enabling secure electronic retrieval of current
Patient Accounting and Practice Management systems are designed to help health care medical practices are to improve the quality of care, cut cost, reduce risk, and increase revenues. When it comes to the size of a medical practice from small, or to a large medical practice, multi-location group this will feather the system to allow in creating and maintaining a patient billing information much faster and more efficiently then it was ever before. Medical Assistants are able to enter a patient information and post any changes much faster and more accurately with the use of a simplified medical billing software that promotes physician acceptance and much greater investment protection that provides faster insurance reimbursement and to improve
Kiosk has a total cost of $2,421,468.00 with the total number of applicants being 2637, candidates, 1110, hired 435, 6 month retention 342, and 1 year retention 284. With the total amount of money spent I would use referrals as my avenue for hiring.
Cerner integrates patient information throughout all of the departments within a hospital setting. This program also has the ability to expand into other health care facilities within a community, such as long term care, hospice, and home health (Cerner, 2015). Cerner offers community hospitals solutions in their “Software as a Service” model. Cerner will host the software program, provide upgrades, and monitor performance to ensure stability. This will allow community hospitals to have a predictable cost for the software (Cerner, 2015). Another advantage of this system is the “Smart Room”. Wireless devices such as infusion pumps, and vital sign monitoring devices can access the system. This allows for instant documentation of this information into a patient chart and will alert if abnormalities are noted. Bar code scanners and carts are available as well. These items improve patient safety (Cerner, 2015). Cerner is capable of CPOE, electronic prescription transmitting, and has the ability to capture data and immunization statuses to meet reporting regulations.
From listening to the conversations that took place between the staff and patients, it seemed like the process of signing in was simple for them. The staff was mostly white except for a medical assistant who was African American. I was the only minority in the waiting room. There was patient literature about the prevention of diabetes, and tips to stop smoking. The patient literature was in the waiting room on a table with a couple of magazines. The patient literature was only in English. In the waiting room there was a shelf, which had a variety of magazines. The magazines varied from cooking, to health. The magazines were in English, and not provided in any other languages. The signage in the doctor’s office was apparent and identifiable. I could easily identify the sign-in desk, exits, and bathrooms. Furthermore, there was a fire escape route on the wall highlighting different exits, stairs and where you currently are. It was located in the lobby as well as the examination room.
Firstly, it is very difficult of getting through to the practice on the phone. I called approximately 10 times from 12.00pm till 4.00pm to schedule an appointment for my EEG test, without success. Every time my call was transferred to the answering machine.
Despite some barriers and challenges of EHR adoption, transitioning our office to paperless has become inevitable. Timely adoption of EHR would help our clinic receive incentives, merge paper records into the new database, and better organize patient information. In order to ensure the most seamless implementation possible, meticulous planning will be a must.
EMR concerns are plaguing the health care industry today that requires change. Healthcare professionals, such as nurses, are on the front lines in the defense against medical errors. Closing the gap between current clinical and hospital practices and the various approaches to improving patient safety requires changes that are cultural and systemic in nature. The greatest challenge to hospitals using an EMR system is the expense of the new system, and the challenge nurses face with technology adoption in usage of EMR and protection of records. Even though spending depends on both the hospital size and the technologies were chosen, implementation and installation of a Health Information Technology system, which includes EMR, are often multi-year investments. The transition from a paper-based system to an electronic system is a very complicated process within every hospital establishment. The transformation is time-consuming and involves numerous staff from across the hospital, including Information Technology personnel, physicians, nurses, ancillary providers, etc. Although hospitals work hard at managing the changes required to move toward an electronic environment, there is no guarantee that hospital personnel will properly utilize the expensive new IT system or EMR. Therefore, the training in the EMR integration is required to all medical staff to have an efficient and uncomplicated system.
Electronic Health Record (EHR) compliance is expected to achieve better clinical outcomes, improved population health outcomes, increased transparency and efficiency, empowerment of individuals, and more robust data for research on health systems (Health IT). The determination of this paper aims to evaluate the flow of information as it travels with patients as they enter the emergency room, up to and including a skilled nursing facility stay. Over the last decade an emphasis has been placed on transitioning from paper based documentation to electronic based computerized systems. The centers for Medicaid and Medicare place such high emphasis on this transition that monetary incentive including higher reimbursement rates
Since small practices provide care for the majority of the population in the United States, according to Begum et al. (2013), it is important to set goals as to improving its assets in healthcare delivery. This paper is going to delve into the status of Electronic Health Records (EHRs) in small, non-hospital settings, as well as policies that can help relieve current burdens. First and foremost, the definition and purpose of EHRs should be defined. It is a system of computerized patient health records that can be conveniently updated and instantly accessed by authorized personnel. This system is a worthy asset because it enhances patient information consolidation,
Putre, L. (2011). No Line, No Waiting; Electronic Kiosks Speed Up Patient Registration. H&HN: Hospitals & Health Networks, 85(5), 13-13
This system has proven success in working with hospitals of this size. The hospital already utilizes many pieces of patient equipment which have platforms which interface easily with the Cerner®. This will allow the nursing, pharmacy, physician and respiratory care staff to pull patient care data from the devices into the on line documentation forms. Cerner® is certified for meaningful use.
I find the concept of kiosk check-in for clinic appointments to be empowering. Helping myself rather than waiting for someone to assist me, would always be my preference. Having said that, I would want to make certain someone was available to ask questions should I encounter challenges with the technology. I see this similar to retail stores that have numerous self-checkout stands with one individual available to provide assistance when needed. Transformation is one of the key components in the future of healthcare (Porter-O’Grady & Malloch, 2015) and embracing the digital age is an integral part of that transformation. Your innovative change embraces both transformation and the move toward digital technology. It seems to be a logical