SURVIVING AND THRIVING

Transcription

1 SURVIVING AND THRIVING IN A PRIVATE FAMILY MEDICINE PRACTICE Janet Mullins, MD Kachina Family Practice Phoenix, Arizona

2 STAYIN ALIVE IN PRIVATE PRACTICE 2015 JANET MULLINS, MD KACHINA FAMILY PRACITCE PHOENIX, ARIZONA

3 PATIENT RETENTION INSURANCE CONTRACT NEGOTIATIONS

4 Suburban Phoenix, AZ 2 Physicians, 1 F-NP No Inpatient or OB 15,000 visits/year (16000 patients registered in PP since 8-07) (6000 active patients) 6 Full-time Employees Practice Partner Since 8-07

5 Population Ahwatukee: 85,000 Chandler: 236,000 Tempe: 161,000 Mesa: 440,000 Gilbert: 208,000 Our Community Average Income--$47, (29 th )--$ (20 th ) Unemployment Rate in AZ %--6.0% Age Distribution Median Age Average Education - High school &above

6 WHAT ARE WE TALKING ABOUT? 1. WHAT IS PATIENT RETENTION ANYWAY? 2. WHY SHOULD WE RETAIN PATIENTS? 3. HOW DO WE RETAIN PATIENTS? Get (have) patients How do they find us? Keep (retain) patients Why do they stay?

7 WHAT IS RETENTION? RETENTION: the act of or power to retain RETAIN: to keep possession of to continue to use, practice to continue to hold/have to keep in mind to hold in place or position to engage, by a preliminary fee to hold fast

8 WHY DO WE WANT TO RETAIN? CONTINUITY OF CARE $$ STABILITY $$$

9 How Do Patient s Find Us? Get (have) patients Word of Mouth Internet Search Search Engine (Google, Yahoo, Bing) Facebook Angie s list Online Patient Reviews Google, Vitals.com, Healthgrades, etc. Google Ads Yelp Local Magazine & Newspaper Best of Ahwatukee Award Phoenix Top Docs Insurance Websites

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11 Practice Website Face of Your Practice Website Options Web Development Companies (ie, Medfusion) Hire Web Designer Do it Yourself Look Around And Get Ideas Local competitors, National PP Super-users

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13 CARE QUALITY EHR HM PPRNET REPORTS E RX RECALL PCMH MEANINGFULL USE Why Do They Stay? Keeping (retain) patients CUSTOMER SERVICE LOCATION PHYSICAL PLANT PARKING, CONVENIENCE ACCESS TO CARE WAITING TIMES STAFF RANGE OF SERVICES TIMELY NOTIFICATION OF RESULTS AND ANSWERING MESSAGES WEBVIEW RECALL WEBSITE BATCH COMMUNICATION

14 $COST$

15 CARE QUALITY EHR HM TABLES PPRNET REPORTS E RX NCQA PROGRAMS MEANINGFUL USE

16 HEALTH MAINTENANCE GET THE RED OUT

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20 Practice Partner Reports Patient Inquiry Overdue Health Maintenance ODBC Driver Overdue Orders

21 CUSTOMER SERVICE LOCATION PHYSICAL PLANT PARKING, CONVENIENCE ACCESS TO CARE WAITING TIMES STAFF RANGE OF SERVICES

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24 Increased Access to Care Increasing the number of available appointments per provider Extending hours to meet patient demand All staff are trained in scheduling Staff bonused based on weekly productivity

25 More Appointment Times MPP schedule reports crucial Reports>Schedule Reports>Schedule Summary Scheduling Simplification All appointments 15 minutes instead of 10, 20, 30 Most were 20 min = Less Availability Work out 2 rooms instead of 3 Providers more focused/efficient Procedure room used for overflow

26 Extended Office Hours Compete with Urgent Care & Minute Clinics Better Use of Space Flex Scheduling of Providers Most Common Patient Practice Suggestion

27 Scheduling 1. AUTO-ATTENDANT PHONE SYSTEM Live person every time Wait time < 5 minutes No leaving messages to schedule 2. MA S SCHEDULE WHEN ON PHONE WITH PATIENTS 3.SPEAKING WITH ON CALL PROVIDER

28 Keeping Schedules Full Recall put it in the note template MPP Reports patients not seen in x time PPRNET Reports diabetics with HbA1C over 7 Voice Broadcasting appointment reminders Mass inform that flu shots are here

29 STAFF

30 ONE STOP SHOPPING

31 COMMUNICATION TIMELY NOTIFICATION OF RESULTS AND ANSWERING MESSAGES WEBVIEW RECALL WEBSITE BATCH COMMUNICATION

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33 Test Results Template Notification of All Lab & Radiology Results Stop Mailing Results Multiple Embedded Quick Text Stop Typing the Same Messages Patients Notified Via 2 Options: 1. WebView (BEST OPTION) Straight from Dr. Patient * Requires No Staff Involvement 2. Medvoice (For Patients not on WebView) Automated Phone Messaging By Medical Assistants MA s Read Dr. s Message Generated From Template

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35 Quality Care Customer Service Decreased Phone Calls When am I due for my pap? Marketing Recall (To Do or Not to Do?)

36 Doing Recall Without Mail (Utilizing Message Template & Patient Portal/Medvoice) Embedded QT with common recall items (ex, diabetic visit, FLP, WWE) Utilize Activation Date Messaging Feature Recalls Generated by both Doctor & MA put Recall orders in the note MA messaging pap results Pap is normal..repeat in 1 year MA sends recall message to Dr. which activates in 1 year Doctor sends recall message to self if initiating recall When recall due, doctor reviews message/chart & if still applicable: Recall forwarded directly to patient (WEBVIEW OPTION) Recall forwarded to MA who sends Medvoice (MEDVOICE OPTION) Prevents recalling patients for service just completed Labs/Procedures can be ordered by doctor at time of acting on recall

37 MESSAGE TEMPLATES Copy of message templates

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39 Mass Get addresses on all patients! Export addresses(batch com) from MPP to system One way communication to patients New hours Flu shot hours New services Provider changes Disease warning/medication recall

40 Voice Broadcasting Export data from Practice Partner to voice broadcasting system Use for Recall Immunizations Notifications Ex. Medication Recall Use for appointment reminders

41 COST/INSURANCE

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43 WHICH HEALTH PLAN???

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46 HEALTH PLAN CONTACTS READ THE CONTRACT THE ENTIRE THING Reimbursement rate Billing requirements Specialist Panel Reporting and credentialing requirements Hassle Factor referral process, administration/oversite Termination clause

47 NEGOTIATE!

48 HOW ARE WE DOING? Report of patients not seen in a year Work report to find % with only one visit Report of Active, Inactive patients per provider does it change over time. Report of transferred patients per provider

49 IMPROVING PATIENT RETENTION RESULTS IN Increased efficiency througout office Increased number of patients per provider per day Increased staff and provider satisfaction Increased cash flow

50 Kachina Family Practice

51 STAYING ALIVE

52 Contact Information Janet Mullins, MD S. 40 th St. Suite 120 Phoenix, AZ (480)