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Location, location, location

Credentialing Resource Center Connection, January 25, 2007

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I recently had a new medical service professional (MSP) ask me where the typical location is for medical staff offices (MSO). She was located in a cubicle in the medical records department with minimal privacy and is frequently asked for charts by physicians who often mistook her for a medical records employee.

I shared with her my experience of seeing a wide variety of locations, sizes, shapes, and functionality of medical staff offices. Often the areas are overcrowded and provide little space for practitioners to interact with the MSO. There can be cluttered, with numerous credentials files left out in the open that are in varying stages of the initial or reappointment process-which makes for a very unprofessional appearance and does not adhere to confidentiality policies. Often the MSO is not in close proximity to the medical staff lounge, and there is no space for department chairs or chiefs to review and sign credentials files.

Hospitals that have recognized the importance and scope of the responsibilities of the MSO consider the following factors, and create a best practices environment according to their capabilities:

-          Access to medical staff members and medical staff leadership. Inconveniently located MSOs do not provide the opportunity for regular communication between MSPs and the medical staff on issues that impact the function of the medical staff organization, making it more difficult for both medical staff leaders and MSO personnel to carry out their responsibilities. It is important that members and leaders are able to access personnel in the MSO during "normal" working hours.

-          Space. Adequate room is needed for MSO to do their work-storage of current files (note: consider paperless credentialing to cut back on storage needs), minute books, and other documents, as well as access to equipment.  In addition, there should be space for the manager of the MSO (or whatever title is used for this role) to conduct confidential conversations and work with medical staff leaders.

-          Medical staff leader needs. Medical staff leaders should have dedicated space in a location that allows them to focus on the work to be accomplished and also permits confidential conversations.

-          Communication. Physician leaders often need fast contact with MSO personnel.  They are busy and they may be involved in an issue where quick access is important.  The use of voicemail as the primary method of access to the MSO is a key way to predict physician dissatisfaction with the MSO as it adds a barrier to direct communication between the physician and the MSO.  More contemporary and creative ways to communicate, such as computer generated faxes, email distribution lists, and intranet postings all cut down on the use of resources such as staff and supplies should be utilized to the as much as possible.

-          Security. Credentials files and quality data needs to be kept in a secure locked location in accordance with your organization's policy on internal and external access to the files.

In hospitals, space is always at a premium and patient care areas are at the top of the priority list. However, there is a definite need to, as best the hospital can, create a work environment that is as efficient and respectful of the high-level confidential work the MSO and the medical staff leadership performs in the pursuit of patient safety.

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