Blog and Helpful Articles

Medicare ACOs: The Basics of Financing (Part 3)

In the first two parts of this five-part series, we looked at some background information on ACOs as well as the assignment of Medicare beneficiaries and the limitations on their choices.  In essence, there are no limitations on provider choice for Medicare beneficiaries, whether enrolled in an ACO or in the traditional Medicare program.  As long as the provider is participating with Medicare, the beneficiary can see him or her with no gatekeeping.

Before we jump into ACO financing, let’s recall the way in which reimbursement occurs in the Medicare program.  The Centers for Medicare and Medicaid Services (CMS) pays practitioners based on the services they provide to the beneficiary.  The provider submits codes for the services it performed and receives 80% of the fee that CMS has pre-determined for those codes. There is no oversight of the services paid by CMS, although there is increasing, retroactive scrutiny of the documented medical necessity and recoupment of funds paid for services deemed to have been ‘unnecessary.’  It is important to point out that the fee-for-service (FFS) Medicare system has sickness at its core.  Providers are paid when the beneficiary seeks care because of medical necessity (which means he or she is sick.)  Practitioners will not be paid if the beneficiary is healthy and has no medical necessity for health services. In the last few years, Medicare has added a small number of wellness and prevention services as covered services, but the overall ‘sick care’ philosophy still rules the Medicare program.  It is important to understand that ACO providers will continue to be paid under the current FFS methodology.

Because the ACO’s goal is to meet Medicare’s quality targets and receive a bonus each year, it must show a savings to the Medicare program by reducing the cost of the beneficiary’s care.  To set the benchmark, CMS analyzes three years of historical claims for Medicare beneficiaries in the area of the ACO, although not necessarily those beneficiaries assigned to the particular ACO.  The ACO’s cost of delivering care to its beneficiaries must be two percent less than the benchmark.  After saving Medicare two percent, the ACO will share in the savings at a rate of 50% to 60%, depending on the ACO’s model.  The benchmark, however, is risk adjusted which we will address in a moment.

Now let’s contrast the ACO with our fictional MSO; because the MSO has managed care contracts where it shares in the financial risk of the member’s care, it is paid a lump sum each month to manage the health care needs of the member.  Consider the MSO to be a checkbook; for every specialty consultation, hospitalization and medication the member receives, the MSO, in essence, writes a check for part or all of the cost. Because the MSO has a responsibility to finance all the care needed and/or received by the member, it must do so in a cost-efficient manner. If the MSO spends less than it was paid, it realizes a ‘profit;’ if the cost of the member’s care exceeds the monthly payment, there is no additional payment to the MSO.  It pools its revenue for all members assigned to its care and globally covers the cost of everyone’s health care services.

The Medicare program is similarly at risk for the cost of a beneficiary’s health services, and one could say that it’s also a giant checkbook.  However, when the cost of the care received by Medicare beneficiaries exceeds the government’s projections, the checkbook is overdrawn and inflates the country’s deficit.

We’ll come back to our discussion of the benchmark in a moment.  In part four of the five-part series, let’s consider the next link in the ACO chain: the providers.

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Medicare ACOs: Medicare beneficiaries and the ACO (Part 2)

Last time, we reviewed some of the background information concerning ACOs and the objective of this care delivery model.  In this installment of the five-part series, we will begin where health care truly starts: the patient.  Medicare beneficiaries will be associated with an ACO based on their use of primary care services.  Assuming a primary care physician participates in an ACO and has a sizable patient population of Medicare beneficiaries, those patients who receive the bulk of their primary care from that physician will be associated to his or her ACO.  The beneficiary, or course, has the choice to be associated with an ACO or to ‘opt out.’   Although all types of providers along the care continuum would participate in an ACO, the beneficiary has no restrictions with regard to the providers he or she chooses to see.  The beneficiary retains the ability to self-refer to any participating Medicare provider – regardless of the provider’s affiliation with the ACO or not – and to receive all the services the beneficiary or her physician chooses.

Let’s compare this scenario with that of a fictional MSO which is affiliated with an MA plan.  When Medicare beneficiaries join an MA plan, they accept certain managed care restrictions in exchange for greater coverage, increased benefits and lower out-of-pocket costs.  The restrictions may include a reduced subset of providers available for the patient to see (those who have executed a contract with the Plan and sometimes the group itself), greater coordination and gate-keeping, and limitations on certain services (not so much in quantity as in timing and location).  Our MSO’s members see an MSO primary care physician (PCP) who coordinates their care with other providers who participate with the MA plan (and sometimes individually with the MSO itself).

Both the ACO and our fictional MSO are accountable for the care their patients receive across all the settings of care.  The difference is in the amount of control each has over the utilization, location and even the cost of the services rendered to their patients, and the manner in which they themselves are reimbursed.

In part three of our five-part exploration of the Accountable Care Organization, we will delve into the financial aspect of this care model.

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Medicare ACOs: Stroke of Genius or Mathematical Impossibility? (Part 1)

The big buzz these days is about ACOs.  In this series, we will discuss some of the features of Accountable Care Organizations and explore the overall question:  Are Medicare ACOs a stroke of genius or a mathematical impossibility?  This five-part series explains the ACO concept and the financing component.

Background

No one can deny that our current health care system is in serious need of an overhaul, and that certain demographic characteristics of our population are prompting an intervention or our system is doomed to insolvency.  People are living longer thanks to all the miracles of modern medicine, technology and pharmaceuticals, and they are doing so with multiple chronic conditions. In the ‘silo’ form of healthcare we have come to know, each practitioner works independently which often results in higher costs due to duplication of services and/or complications that could have been avoided if each provider knew what the other was doing. We can debate whether the Medicare program has exacerbated this flaw, or even facilitated it, but the issue that goes to the heart of the ACO concept is that – to put it bluntly – no one’s driving the bus.

ACOs are gaining traction as providers collaborate in this new shared savings program alternative to traditional fee-for-service (read: fragmented, inefficient, over-utilized and soon-to-be-bankrupt) Medicare. Under this arrangement, providers will join together to provide a continuum of care that focuses on wellness and quality, as opposed to volume. Its description is of a win-win system where efficiency and quality are rewarded and incentives exist for providers to work together to that end.

By way of a brief summary, ACOs will participate in Medicare’s Shared Savings Program (MSSP) and hearken back to the old days when the family physician knew each patient’s health history inside and out, and patients relied on his judgment and treatment of pretty much every condition.  The ACO is an effort to put someone in the driver’s seat of the patient’s care and to encourage (and require) all the practitioners to be on the same treatment page.  This exercise should have several benefits, the most important being a healthier patient and lower overall healthcare costs.

For those of us who have been around the Medicare Advantage block and can manage risk contracts in our sleep, this is a no-brainer. We’ve been doing it a long time. There are, however, some important distinctions between the traditional MA MSO or IPA (physician groups that have contracts with MA plans which often involve varying degrees of risk for the cost of patient care) and the ACO.  We will explore these distinctions throughout the series.

In part two of this five-part series, we will consider the Medicare beneficiary’s relationship with the ACO.

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What We’re Reading – Why Health Care Needs Social Media

Social media is changing the way healthcare is delivered.  Even if you may not understand the concept of social media you can agree that there are definite benefits to it.  This article shows two basic and straightforward reasons that doctors should jump on the bandwagon of this innovative technology or at least look into using it.  First, social media is a great tool for building relationships and can facilitate taking the doctor-patient rapport to the next level.  Second, social media helps doctors reinforce concepts for wellness they discussed in a face-to-face visit.  So why not explore the extra benefits you can get out of using social media in your practice?  You’ll be surprised at how much it helps you keep an open dialogue that extends beyond patient appointments and improves their health.

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What We’re Reading – Make the Most of Patient Education Opportunities at Your Practice

Studies show that a large number of patients consult the Internet about symptoms, illnesses and treatments before speaking with a medical practitioner.  Most doctors appreciate a well-informed patient who is empowered to participate in his or her health care.  However, generic, online information is not always accurate and providers are pressed for time for patient education.  What to do?

This article shows how to maximize the education your patients receive without making it a full-time job.  First, author Susanne Madden suggests, “View education as the process by which you provide information and knowledge to your patients.”  Here are some of her suggestions to capitalize on patient education:

  • At your practice – Your employees can play a vital role in educating patients by providing them with literature you’ve selected based on specific criteria.  With a little training, they may even be able to provide the patient with a general review of the materials to reinforce some concepts.
  • On your website – Many company websites are just fancy brochures; but websites can be a great way to supply your patients and visitors with information on items besides your contact information.  You may not have time to write your own in-depth articles, but even posting helpful links or well-written articles you’ve screened could benefit your patients.  You might consider adding a quick paragraph on why you think the subject is relevant to your patients.
  • Through social media – For some physicians, this may still be a bit daunting or unfamiliar, but Facebook and Twitter are great tools to connect with current and/or prospective patients in ways that can’t happen during the office visit.  Social media is also an innovative way to advertise any upcoming events, new services & providers and just another means to enhance your patients’ knowledge.

Ms. Madden ends this useful article by showing providers how to tie everything together and take advantage of opportunities to have the patients participate and be present in their own healthcare.

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What Were Reading – Patients describe what they consider good customer service

Have you ever wanted to get into a patient’s head to know what she considers great customer service?  This article summarizes a survey of over 2300 adults and their answers to that very question.  Even though customer service is a tad different in healthcare than a retail setting, the same principles still apply: patients need to feel special and well taken care, especially since they generally don’t feel well.  For the most part, patients equate customer service with the doctor’s overall knowledge, training & expertise.  Ninety-five percent report that spending time with their doctor is what they look for in service.  Check out the entire article to find out what other items topped the patient wish-list.

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Dealing with Problem Employees – A Two Part Series – Part 2

Part 2 – The Essentials of Good Documentation

In this two-part series, so far, we have discussed the essentials of executing fair and consistent corrective action on employees with performance issues. Today we will explore the elements of good documentation and why it is so important.

In today’s workplace environment, even employees have come to expect that discussions and disciplinary actions will always be documented. Except in the cases where employees violate company policies that dictate immediate termination, there is usually ample time to make sure that employees with performance issues are given all of the warning steps and the corresponding documentation is evident, specific and concise. Making sure that documentation always follows an employee disciplinary conference will support the company’s decision when faced with legal disputes. Unfortunately, many companies that pay hefty fines and end up with problems from the EEOC and the courts, usually do so because there is no documentation to support the decision to terminate.  Ambiguity leads to inevitable misinterpretation and will be used against you. In other words, “take your time” and exercise patience to ensure that your decision is well documented before taking action.

Good documentation should include the facts and reasons for the decisions being taken. Employers should always keep in mind that the decision could be challenged; make sure that the document clearly and concisely supports and explains your decision. What should a fair and well documented action include?

  • Employer expectations have been clearly communicated
  • Expectations are enforced consistently across the board
  • The performance issue has been communicated as being unacceptable
  • What the consequence will be for continued unacceptable behavior
  • Opportunity and assistance has been offered to the employee to improve

This is the base for your documentation but below is a more detailed checklist of what the order should be for the documentation, as well as the areas with which you should be in compliance, in the event your decision is challenged in legal proceedings.

  • Specify the policy that was violated or the unacceptable performance issue. Include the impact , if applicable, on the operations of the company.
  • Mention exactly how and when the policy was communicated.
  • List any previous counseling or disciplinary actions that were taken. Provide copies of the earlier documentation.
  • Clearly state what is expected of the employee and the consequences for any and all future violations. Leave no room for any type of misunderstanding.
  • Allow the employee to ask any questions he or she may have with regard to the expectations and the actions currently being taken.
  • Let your employee know of your willingness to help and assist in any way that can help improve performance
  • Make sure the document is dated, has your name and title, is legible (typewritten if at all possible) and noted to be confidential.
  • Employee should always sign and date the document. If the employee refuses to sign, you should document the date and time and indicate that the employee refused to sign.

Whenever you are ready to make that final disciplinary decision, take the time to make sure your documentation includes all the areas that we have specified, and if it does not, consider delaying your decision until you are confident that all these points have been covered. This will undoubtedly enable you to defend your position under any type of scrutiny or legal proceedings.

As discussed, preparing good documentation is not at all difficult as long as you use your check list, prepare your document as soon as possible after the incident, try to have someone else review your document and always be truthful, accurate and fair.

 

 

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Dealing with Problem Employees – A Two Part Series

As managers and supervisors, one of the most disagreeable and difficult tasks we face is that of disciplining employees for performance issues.  In today’s work environment, we are bound by rules and regulations which demand that disciplinary actions be carried out in a manner that is not arbitrary, unfair or perceived to be discriminatory.  In this two-part series, we will examine important aspects of the employee disciplinary process to help you effect the change your organization needs in a way that minimizes your legal risks.

Part 1 – The Four Steps of Corrective Action

In this first part of this two-part series, we will review the major steps to follow when disciplining an employee.

Of course, the first course of action should always be to motivate and encourage your employees to perform at standards that are acceptable. However, we will inevitably be faced with “problem employees” or employees who, for whatever reason, just cannot perform the necessary duties of the job. In this scenario we are forced to take progressive disciplinary action; here are human resource standards that will help you avoid any legal pitfalls.

  1. Make sure that your company has clearly written policies that cover areas of performance standards and disciplinary steps, and that the policies have been communicated to employees and consistently enforced.
  2. Meet with the employee, and discuss the issue while allowing for discussion on how to correct the problem.  Try to come up with a mutual plan of action to be followed and give the employee an opportunity and some time to improve. (This does not apply to violations of gross misconduct that clearly dictate termination.)
  3. Document, Document, Document! Every discussion with an employee related to corrective action should be documented. Even if you think the meeting went well, be consistent in making a complete and detailed account of the conversation. If it is a step in the formal disciplinary corrective action process, a copy of all documentation should be kept in the department’s employee file and a copy should be given to the employee. Part two of this series will focus on the various types of documentation and how they should be stored.
  4. Follow the basic four-step human resource standard for corrective action:
  • Oral Warning – Issue a verbal warning and a request for improvement. Be specific about the deficiencies and the expected improvements.
  • Written Warning – Document how performance falls short and again, be specific about the deficient actions and communicate your expectations.  It’s a good idea to inquire if the employee understands the expectations for the job, and if he or she requires any additional training in order to improve.
  • Final Written Warning – Consult with your Human Resources professional and issue a written warning specifying the final deadline for meeting the standards of the performance issue.  It’s a good time to review your prior conversations with the employee and repeat back to him the commitments made to improve.  We always suggest you confirm there is nothing you need to provide to the employee, such as training, to bring about improvement.
  • Termination – When the deadline for improvement arrives, and the employee’s performance continues below expectations,  the supervisor or manager and the Human Resources professional should meet with the employee. Provide written notification of the termination action being taken including the specific reasons.

As a manager or supervisor, this task is not pleasant but it is sometimes inevitable. If faced with these types of situations, the key is to recognize the problem, try to help the employee to improve his performance, to consistently enforce your organization’s human resources policies, to faithfully follow your corrective action steps and always DOCUMENT!

Join us next time for the second half of this series: the Elements of Good Documentation.  It’s not as difficult to accomplish as you might think.

Stay tuned for Part 2- The Elements of Good Documentation.

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What We’re Reading – 6 Ways to Get Your Medical Practice Organized

You know you saw a certain piece of paper on your desk, but can’t find it when you need it.  You waste countless hours looking for this and other crucial documents amid piles of papers and ‘stuff.’  Does this sound like you? Just as there are exercises to get you into shape, this article gives simple tips to do the same with your business.  Organization always increases productivity.

Here are some easy ways to make this happen:

  • Prioritize – There aren’t enough hours in the day to get everything accomplished, so make a to-do-list for the day and then prioritize your tasks so you know what absolutely has to get done today.  Your to-do list can be handwritten, on the computer, your smartphone, whatever works best for you.
  • Calendar control – Make the calendar your best friend.  Include all projects/deadlines/meetings so, at a glance, you know what each month looks like and there aren’t any surprises.
  • Revisit open-door policies – While it may sound good to be accessible to people all the time, the constant interruptions may make it difficult for you to concentrate or complete your own work.  As a manager, you certainly need to be available to your staff, but consider setting up time periods where the staff can bring issues to you for discussion.  Empower your employees to resolve or work through the issue and come to you for confirmation or approval.  This shows you trust they have the skills to work more independently.
  • Open mail once – Does it seem like mail multiplies on your desk, or that you end up with more piles after you’ve gone through the day’s mail? The author suggests a “three-part file system of do now, do later, and file.”  If that doesn’t work for you, develop another process or consider asking your staff for suggestions.  The key is to open the mail, and deal with items as they come up; not to postpone them until later and pile correspondence on your desk.
  • Order online – Instead of losing productive time by sending an employee to the store, utilize company websites and order office supplies online.  Also to make sure you don’t run out of supplies at inopportune times, keep a list where the staff can write down needed items as the supplies run low, not when they run out.
  • Make an emergency plan – In the event of a disaster, power outage or anything in between, you want to be prepared.  Keep an updated list of current phone numbers for all employees, the building manager, your insurance contacts, etc. so you can be in touch wherever you are.

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What We’re Reading – Simple Methods to Reduce “No Shows” in Your Medical Practice

Is the day’s visit schedule a moving target in your office?  Do last-minute cancellations and no-shows plague your practice? We all know that some flexibility will always be required, but this handy article gives some ideas to reduce non-completed appointments which can be productivity-zappers.

The author states that the most common reasons for non-completed appointments are: unavoidable emergencies, patient forgot, patient arrived late and was turned away, patient can’t afford to pay account balance, and long waiting times to see the doctor.  Sound familiar?

Here are some simple tips that could help you decrease lost appointments:

  • Call your patients the night before their appointment.  If you your patients are tech savvy, you can send texts and/or emails; if you have an EHR system, this may be an automated feature.
  • To go along with the previous tip make sure you have the patient’s most current contact information on file.
  • Have staff members remind patients at each visit that you require 24 hours notice for cancellations so they don’t incur any penalty charge, but never threaten.
  • Take latecomers on a case-by-case basis rather than turning them away.
  • Try to see patients on time but be honest if you are running behind and offer alternatives if you are.
  • For patients who have lost their coverage or who may be experiencing financial issues and unpaid balance, try to offer some payment options that can work for both of you.
  • Last thing: if you think these tips won’t work for your patients or you have tried with no success, it may be time to have a professional assess your practice operations and help you implement some recommendations.

Finally, the author suggests that you wait at least 30 to 60 days to judge the results of your changes, but that it will work a lot better if your staff mixes in flexibility and great customer service.

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