Driscoll Children's Hospital Optimizes Care Access
Driscoll Children’s Hospital sought to reduce variability in access and financial clearance across the organization to increase overall patient satisfaction while improving operational efficiency. The system’s large geographic footprint in South Texas created unique challenges for consistent patient engagement. These circumstances led Driscoll to seek a centralized solution in order to provide patients and their families with a consistent access experience.
Driscoll Children’s Hospital worked with Huron to develop a comprehensive solution designed to optimize all access functions across the organization. Working collaboratively, Huron developed a centralized accountability model and helped implement the work of a Central Patient Access Services (CPAS) Team. In addition, Huron worked with senior leadership to streamline operations to better utilize internal resources.
Optimizing care access: Huron collaborated with Driscoll to address variability in patient access operations, completing a detailed design effort for all access functions across the system. Huron then partnered with leadership to develop a Central Patient Access Services Team and implement consistent functions such as insurance verification, pre-authorization, patient pre-service interaction, and referral management for all of the system’s clinic and hospital outpatient services.
Increasing accountability and optimizing performance: Huron’s team implemented a Care Access Reporting suite to provide transparent performance metrics across the multilocation system. Staff performance management tools were implemented to create accountability within the CPAS department for quality and productivity across all access functions. Communication channels for stakeholders were also established to drive positive outcomes via service level agreements.
Maximizing resources: Recognizing the importance of streamlining operations and better utilizing internal resources, Huron maximized the use of existing technologies to support access workflows including reminder call technology, Epic system enhancements, automated eligibility verification, phone network, and electronic faxing systems. Huron also helped build out the Epic requirements for both the centralized team and the corresponding hospital and clinic scheduling activities.
Employee engagement and training: Huron established a training curriculum to help key personnel master new processes, functions, and technologies. Due to the system’s size, a large number of stakeholders were involved in the centralization process. Huron helped create a pilot phase and two subsequent phases to bring all stakeholders onboard. The process allowed project champions to make appropriate decisions for the centralized group as well as the decentralized hospital and clinic stakeholders.
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