BLOG: How to fine-tune processes to exceed patient expectations
One positive benefit of performing surgery in the office setting is that practices have complete control over all aspects of patients’ experience with their procedure.
Today’s patients put a lot of stock in whether they are happy with the surgical process, but there may be financial implications, as well. In some cases, reimbursement is linked to patients’ satisfaction, but even if it isn’t, the reputational harm from an unhappy patient can affect referrals and word-of-mouth recommendations.
Practices that work with iOR Partners gain access to a full range of support service, training and guidance on compliance and governance. With that kind of help, practices can turn their attention to the small details that ensure patients have the most positive experience possible. While every practice setting is going to be different, there are a few common areas that practices can focus on to minimize headaches, ensure a positive experience and reduce financial risks.
1. Think from the patient’s perspective
Although the process of moving patients through an office-based procedure replicates many of the steps that practices have already perfected, from check-in to billing, there are inevitably going to be new procedural steps that have to be learned and followed. Adjusting to changes in patient flow dynamics can be challenging without proper planning. As the saying goes, a failure to plan is planning to fail. It may seem mundane to think about throughput, but shoring up every patient touchpoint increases the potential to leave patients blown away by the overall experience.
2. Success starts at the top
Office-based surgery can be a good thing for patients, for staff and for the practice’s bottom line, but it cannot be entered into casually. There are a lot of details that should be ironed out before rollout, such as negotiating reimbursement, understanding where supplies are coming from, and knowing how scheduling and billing may be affected — all familiar aspects of running a practice that will have to be adjusted once a surgical suite is added. A good first step in avoiding hiccups is to ensure that leadership is fully engaged and understands the entire process and then to get every staff member on board. Having the process planned out to the last detail lets patients know they are dealing with a truly professional, top-notch provider.
3. Financial counseling
One thing that practices onboarding office-based surgery may wish to consider is making sure that financial counseling is available. Patients will have a better experience if they fully understand their financial responsibility, as well as their payment options, before they arrive for surgery. It is a good idea to give patients an accurate quote, in writing, that shows any out-of-pocket costs. Close attention should also be paid to billing protocols for surgical procedures. For example, billing personnel may be aware of the need to collect the professional fee, but based on the arrangement with the patient’s insurance company, there may also be a need to collect a facility fee. Some other things to think about include what portion of the procedure should be paid before surgery, will the practice collect the balance on the day of surgery, and how unpaid balances will be pursued. The patient’s experience with the practice goes well beyond their time spent in the clinic, and sudden financial surprises can quickly sour a patient’s perceptions.
4. Study the numbers and adjust accordingly
As surgeons, we are all used to looking at procedural outcomes to see where we can improve. Assuring patients have a positive experience with office-based surgery requires the same dedication. One thing iOR does with all practices is perform regular reviews for safety, as well as for satisfaction, among employees, physicians and patients. These sorts of surveys are additive to financial auditing and a host of other compliance and governance support that iOR offers.
In my view, patients have a great experience when the entire staff and medical team are on the same page. Details matter because seamless processes convey a sense of professionalism, and that, in turn, inspires confidence. Today’s patients may be more demanding of the outcome and experience than ever before, but with just a little work, practices can meet and exceed those expectations.
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