North Country Hospital Quality Improvement Initiative

Project 3          Patient Service / Convenience

Project Name: Strengthen patient relationship by improving financial education and advocacy

Time Frame:    Information about patient questions and billing confusion gathered in 2005           
                        Interventions implemented 200 to mid 2007
                         

Goal:               Ensure patients understand billing process, financial options, and resources for support.
                        Reduce patient complaints, increase patient satisfaction, create more positive community image
                         

Interventions:  Billing to work with registration supervisor to roll-out employee scripting, handouts and referrals.
                        Implement third party Press Ganey billing survey to monitor patient perception of initiative.
                        Educational and training will be imbedded in new staff orientation and education as well as                         ongoing education for more senior staff.
                        We will monitor patient response and feedback to make iterative improvements.

Pre Intervention

• Patient education at beginning of treatment process inconsistent and not monitored
• No process flowchart developed for guidance to customized interaction

Post Intervention

• Registrars are customizing billing interaction with patients as pre-defined in the accompanying process flowchart
• Brochures are being distributed to help educate patients of billing process (see attached handouts)
• Patient Financial Information and Patient Billing Handouts are on our website
• This is a long-term initiative that is ongoing and currently patient feedback is being collected.

Supplemental documentation
Process Flowchart
Patient Billing Handouts
Links to Patient Financial Information