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- Between 2019 and 2020 we have a drop of 63% in patients with uncontrolled Diabetes
- How can we Engage patients with Uncontrolled Diabetes?
- This decline shows that we need to make some change. If not this will affect our patients' care.
- What can be done?
- By analyzing Risk Score reports, report on patients with uncontrolled diabetes, patient satisfaction surveys, and communicating with 2 managers in charge of patient care and reach out we can find ways to improve.
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- aside from the 63% decrease in diabetic patients, we found that a large part of the population is Spanish speaking and that 28%-29% identify as African American
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- From the patient survey we found that 17% of patients stated issues with billing and 18% stated issues with making appointments
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- 20% of patients stated that we needed to improve front desk communication around payments
- and 20% stated to improve getting calls through to the appointment line
- Speaking with the managers we found issues at the clinical level
- There are issues with unreturned calls or refusals or follow up appointments and getting push back from providers
- Recommendations can be split into two categories:ClinicalAdministrative
- For Administrative:Front desk role in revenue cycle and patient careProviders enforcing SOPs already in place and working with dieticians and the rest of the care team.For Clinical:Documenting patient communications with the Billing Department and follow throughThe coding team working care gap reports and reaching out to providers. We can see an increase in patient satisfaction, and reduce denials by at least 25%. Accountability here is really the take-away, we could see an improvement in patient/clinic relations.
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