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CMW Tip of the Week: Use these strategies for medical staff education

Case Management Weekly, July 23, 2008

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This week’s tip comes from Deborah K. Hale, CCS, author of HCPro’s Observation Status: A Guide to Compliant Site of Service Designations. She offers us some insight in regards to educating medical staff:

There is no single magic bullet for effective medical staff education in regards to level of care designations, but here are a few suggestions:

• Get their attention with data. Use public report cards, colorful graphic data presentations, and tell a clear story that can be understood in a short time period.
• Small group or individual meetings with physicians over lunch will allow you time to get their interest and provide a portion of the information they need. Follow up to give feedback regarding improvements. Start small and expand the target audience as you experience success.
• Do not begin a one-on-one educational opportunity with “this admission does not meet criteria.” Show how an incorrect site of service determination affects their patient. Many physicians are amazed to know that an inappropriate outpatient surgery or observation status order will increase the cost to the patient when compared with their inpatient deductible. They often think the opposite is true, so this is a factor in their decision-making process.
• Most importantly, don’t give up. You may have failed to get a physician’s attention over and over and have become pessimistic that change will ever occur. If so, try another approach so the hospital can achieve accurate reimbursement for the care provided. A negative attitude toward the intended audience is palpable. Offer a carrot instead of a stick.

Have a question for our experts? Email it to jmcginley@hcpro.com.Your question could be featured in the next issue of Case Management Weekly!

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