Change Management – It has often been stated that there are two things that are certain in life and those are death and taxes, I wish to add a third and that is there will be change. The issue is not that there will be change, it is more how do we react or accept it. I prefer to think in terms of a transition rather than change. Change is an “external” event that affects each individual involved who may choose to accept or reject it. Transition is adapting to these events, identifying with it and reorienting oneself to it rather than finding ways to fight it. Management of these concepts requires recognition, skill, and sheparding through the process. Working with the practice to insure effective improvements are achieved is one of major programs.
As a Lean Six Sigma Master Black Belt we work closely with the practice to remove waste (25% of the current work done is wasted), eliminate gaps (reducing wait time will improve patient satisfaction scores), reducing cycle time for patients (will increase the number of patients seen per day or get everyone home on time), and improving paper flow (will reduce the days in accounts receivable outstanding). Separately these may not make sense but the development of a quality culture and the commitment to improving the practice processes will achieve remarkable improvements. The training and experience we have in this area will be a huge assist to your practice.
One thing no one wants to do but needs to do before it’s too late is plan for that disaster. This does not need to be a Katrina, Sandy, or Moore, OK event, it can be a local fire of your office building. In any case the disaster is big to you and your patients. Planning for this type of event requires thought and relationship with many individuals both inside the practice and in your community. A solid disaster plan will provide continuity of care and financial stability to your practice. Our personal experiences lend themselves well in guiding your practice to an effective approach to any disaster that may occur in your area.
Today’s medical practice needs more than revenue cycle management, overall financial planning to include understanding and controlling costs is critical to stability and success. It is not enough to control overtime, there are many areas of expenditures that need a review of the expected return on investment, ROI, as well as ongoing purchases. A budget is a pain to develop but it is a worthwhile tool to insure success. We work with the practice to identify these costs and implement a savings program.
To many “purists” marketing is a bad word, to those in today’s health care industry, it is essential. It is more than advertising, it is relationship building with all customers. First, customers must be identified, a program developed, and then monitoring the program to insure that the targeted customers are in fact receiving they expect or need. An analysis again is a key aspect but without improving the practice culture along with training of the staff on what it means to “smile” the program will not succeed. Today’s automated world also calls for effective use of the internet and all the “devices” and “tools” available. We work with the practice to insure an optimal return for the dollars and effort invested.
The top line, collecting the maximum dollars owed for the work performed is the goal of every organization. Today’s medical practice with increased private pay dollars flowing and the advent of healthcare exchanges creates significant issues requiring improved understanding and skills, a higher level employee. There are techniques, key performance indicators, and innovated, automated tools available for use and when done efficiently result in the best bottom line possible. We work with the entire revenue cycle team for analysis but more importantly to implement a complete program to achieve the desired goals.
We facilitate planning retreats, develop business plans based upon surveys, interviews and other feedback from owners/members of the “business”. Today’s medical business is changing and it will continue for a number of years. The leading businesses are prepared today for tomorrow by considering scenarios that may occur and then respond in a proactive fashion rather than a reactive one. President and General Dwight Eisenhower stated: “In preparing for battle I have always found that plans are useless, but planning is indispensable.” We work closely with leadership to review and design an implementation strategy that will work for you.