Many medical practices are facing limited resources and budgets, and it is critical to examine and streamline procedures to maximize efficiency in daily operations. Well-developed policies and procedures can lower overhead costs, improve patient satisfaction, and increase staff productivity. The management technique known as standard work can help achieve these goals.
Standard Work
The standard work approach establishes procedures necessary for the completion of specific tasks. It is the first step in creating the most efficient workflow processes. While employees may give resistance at first, standard work reduces duplication and variation in workflow and defines how staff are expected to complete their tasks. When each employee follows established guidelines, a cohesive work environment develops. Employee stress can be reduced—and employees become more engaged in their work and more productive—when clear goals and objectives are set.
Standard work ensures all employees receive the same training and have the same understanding of policies and procedures. When all employees receive the same training, errors are reduced, work becomes more satisfying, and employees come together as a team supporting each other.
Standard work ensures all employees receive the same training and have the same understanding of policies and procedures. When all employees receive the same training, errors are reduced, work becomes more satisfying, and employees come together as a team supporting each other.
Patients also benefit from standard work. Standardization optimizes patient-centered care and can improve processes that directly affect patients, such as access to care, wait times, billing processes, and communication.
Electronic Health Records
The implementation of electronic health records (EHRs) has improved access to patient information. Better communication and collaboration are experienced among healthcare providers involved in the patient’s care. Regardless of their location, clinicians can easily access the patient’s medical history, risk factors, medications, allergies, and previous health encounters. Sharing information among providers leads to more efficient timely care, reduces duplication of services, and leads to better use of resources.
Offering patients access to a patient portal can improve patient engagement and reduce administrative workloads. Encourage patients to use the portal for scheduling appointments, requesting prescription refills, viewing test results, communicating with their providers, and paying outstanding bills.
Providers can create standard work in the EHR by using templates and alerts. Templates can help ensure complete, legible, and accurate documentation. Alerts in the EHR warn clinicians about the possibility of drug interactions and allergies that could lead to adverse clinical outcomes. EHRs can also automatically generate appointment reminders and prescription renewals and identify patients who need preventive screenings or chronic disease care management. In addition, billing and coding systems can be integrated into the EHR, streamlining the reimbursement process and helping to ensure timely and appropriate reimbursement.
Patient Portals
Offering patients access to a patient portal can improve patient engagement and reduce administrative workloads. Encourage patients to use the portal for scheduling appointments, requesting prescription refills, viewing test results, communicating with their providers, and paying outstanding bills. Patients may be reluctant to use the portal due to privacy concerns, technology challenges, and fear of losing personal contact with their provider. To overcome these issues, office staff should be well-versed in how to use the portal and have the knowledge to guide the patient on its functionality. Office staff may want to consider developing a brochure for patients with instructions for portal use. Offering patients access to educational resources, visit summaries, and test results will increase patient engagement and help them adhere to their treatment plan.
Centralized Communication
A centralized communication system promotes efficiency within medical practices by optimizing coordination and communication between clinicians, administrative staff, and support teams. Creating a central hub for communication allows the entire team to access information promptly and reduces the incidence of miscommunication, unnecessary efforts, and duplication of tasks. Effective communication can be achieved through daily team huddles where teams can share insights, discuss treatment plans, and anticipate issues that may arise during the workday. Effective communication also ensures patients receive timely responses to their inquiries, reduces medical errors, and leads to better clinical outcomes.
Summary
The healthcare environment is ever-changing, and practices must develop strategies to streamline office operations. By maximizing available resources and tools and keeping lines of communication open, office staff can create an efficient workplace that reduces administrative burden and focuses on patient care.
About the Reviewer
Jan Hailey is a WPS Government Health Administrators (Medicare) Provider Outreach and Advisory Group member and has been instrumental in developing Practice Management Institute’s Workforce Initiatives program. She has a Master of Health Leadership degree and five professional certifications in office management, coding, insurance processing, auditing, and compliance.