Ask community for feedback

Have community advisory groups give feedback not only on clinical processes, but also the revenue cycle, advises Richard L. Gundling, FHFMA, CMA, vice president of healthcare financial practices for the Healthcare Financial Management Association (HFMA).

“These advisory groups can provide insights to support a positive scheduling and registration experience,” he says.

Organizations that score high in being “patient-friendly” within their registration/admitting area also are inclined to have better revenue cycle financial and operational metrics, adds Gundling.

Advisory groups might tell patient access, for example, that they can better support patients by not requiring redundant information to be shared repeatedly. Gundling recommends asking advisory groups these questions about patient access:

• How would you describe an ideal scheduling/registration experience?

• How did you find the experience with our hospital?

• Was the communication from the access staff easy to understand?

• Was the registration process efficient and respectful of your time?

• Were you greeted in a friendly and professional manner?

• Was the information accurate that was on file?

Many times, advisory groups focus on clinical or other service areas and fail to address the revenue cycle, says Gundling.

“It’s a good way to stay customer focused and increase the patient experience,” he says.