Category Archives: Home Health
Increased Claim Scrutiny!
Palmetto GBA is performing a variety of medical review activities in addition to the reviews discussed in the next article. As part of our normal medical review process, we perform ongoing data analysis and identify services and providers for medical … Read Full Post
What We’re Reading – Top 10 Changes in Patient Expectations (Part I)
Undoubtedly, the first rule of customer service is to find out what your customers want and then to give it to them. This article’s author states that, “Understanding how patient expectations and behaviors have changed is the first step toward … Read Full Post
What We’re Reading – 5 Ways to Improve Customer Service Starting Today
One good thing about improving customer service for your company is that it needn’t be expensive and your efforts will generally pay for themselves in faithful, happy clients. The cornerstone of customer service is simply having people skills, and fortunately, … Read Full Post
Home Health Prospective Payment System Rate (HH PPS) Update For Calendar Year (CY) 2012
Policy Updates for CY2012 1) Market Basket Update: The home health market basket percentage increase for CY 2012 is 2.4 percent. After reducing it by 1 percentage point as required by the Affordable Care Act, the CY 2012 HH PPS … Read Full Post
What We’re Reading – How Does Technology Improve Customer Service?
There is nothing more frustrating than an automated operator system directing you to the wrong department after your umpteenth attempt to get a live operator on the phone. However, when technology is operating properly it can empower employees, educate customers … Read Full Post
Home health PPS 2012 Final Rule is out!
CMS has issued the final rule to update the Home Health Prospective Payment System (HHPPS) for 2012, which includes an estimated decrease of 2.31% (or $431 million). The net effect for providers is a 1.4% payment update, the wage index … Read Full Post
Policies & Procedures: What if we don’t really follow them?
This is Part III of the three-part series on the importance of accurate policies & procedures and why that’s such a big deal. We’ve seen that generic materials, while inexpensive, can have costly repercussions during a survey or regulatory review. … Read Full Post
What We’re Reading – Customer Satisfaction in Seven Steps
No business can succeed without clients, and building a friendly relationship is key. This article encourages face to face meetings during the course of a project to maintain communication. Another crucial point is to respond to clients promptly or to … Read Full Post
Policies & Procedures: What about Generic Manuals?
Last time, we discussed the purpose of policies and procedures and companies whose materials are generic to the industry and do not reflect a company’s reality. This time, let’s look at another common issue among regulated organizations: Creative manuals. Creativity … Read Full Post
Policies & Procedures: What’s the big deal?
The purpose of policies and procedures is to guide the organization’s actions and provide parameters for employees to follow. They communicate the company’s standards and required processes, and ensure smooth and seamless operations and transitions….. when they’re followed. We have … Read Full Post