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<title>More on Ops </title>
<link>https://www.askascent.com/forums/posts.aspx?topic=1248098</link>
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<lastBuildDate>Sat, 6 Jun 2026 16:33:57 GMT</lastBuildDate>
<pubDate>Fri, 25 Mar 2016 17:47:13 GMT</pubDate>
<copyright>Copyright &#xA9; 2016 ASCENT | Administrator Support Community for ENT</copyright>
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<title>More on Ops </title>
<link>https://www.askascent.com/forums/posts.aspx?topic=1248098</link>
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<description><![CDATA[<p class="" style="margin: 0px 0px 0.0001pt;"><span>Continuing on the topic of operations...</span></p>
<p class="" style="margin: 0px 0px 0.0001pt;"><span>&nbsp;</span></p>
<p class="" style="margin: 0px 0px 0.0001pt;"><span>Let’s review some general principles of medical record documentation.&nbsp;</span></p>
<p class="" style="margin: 0px 0px 0.0001pt;"><span>&nbsp;</span></p>
<p class="" style="margin: 0px 0px 0.0001pt;"><span>The principles of documentation listed below are applicable to all types of medical</span></p>
<p class="" style="margin: 0px 0px 0.0001pt;"><span>and surgical services in all settings. For Evaluation and Management (E/M)</span></p>
<p class="" style="margin: 0px 0px 0.0001pt;"><span>services, the nature and amount of physician work and documentation varies by</span></p>
<p class="" style="margin: 0px 0px 0.0001pt;"><span>type of service, place of service and the patient's status. The general principles listed</span></p>
<p class="" style="margin: 0px 0px 0.0001pt;"><span>below may be modified to account for these variable circumstances in providing</span></p>
<p class="" style="margin: 0px 0px 0.0001pt;"><span>E/M services.</span></p>
<p class="" style="margin: 0px 0px 0.0001pt;"><span>&nbsp;</span></p>
<p class="" style="margin: 0px 0px 0.0001pt;"><span>1. The medical record should be complete and legible.</span></p>
<p class="" style="margin: 0px 0px 0.0001pt;"><span>2. The documentation of each patient encounter should include:</span></p>
<p class="" style="margin: 0px 0px 0.0001pt;"><span>• reason for the encounter and relevant history, physical examination</span></p>
<p class="" style="margin: 0px 0px 0.0001pt;"><span>findings and prior diagnostic test results;</span></p>
<p class="" style="margin: 0px 0px 0.0001pt;"><span>• assessment, clinical impression or diagnosis;</span></p>
<p class="" style="margin: 0px 0px 0.0001pt;"><span>• plan for care; and</span></p>
<p class="" style="margin: 0px 0px 0.0001pt;"><span>• date and legible identity of the observer.</span></p>
<p class="" style="margin: 0px 0px 0.0001pt;"><span>3. If not documented, the rationale for ordering diagnostic and other ancillary</span></p>
<p class="" style="margin: 0px 0px 0.0001pt;"><span>services should be easily inferred.</span></p>
<p class="" style="margin: 0px 0px 0.0001pt;"><span>4. Past and present diagnoses should be accessible to the treating and/or</span></p>
<p class="" style="margin: 0px 0px 0.0001pt;"><span>consulting physician.</span></p>
<p class="" style="margin: 0px 0px 0.0001pt;"><span>5. Appropriate health risk factors should be identified.</span></p>
<p class="" style="margin: 0px 0px 0.0001pt;"><span>6. The patient's progress, response to and changes in treatment, and revision of</span></p>
<p class="" style="margin: 0px 0px 0.0001pt;"><span>diagnosis should be documented.</span></p>
<p class="" style="margin: 0px 0px 0.0001pt;"><span>7. The CPT and ICD-9-CM codes reported on the health insurance claim form</span></p>
<p class="" style="margin: 0px 0px 0.0001pt;"><span>or billing statement should be supported by the documentation in the</span></p>
<p class="" style="margin: 0px 0px 10px;"><span>medical record.</span></p>
<p class="" style="margin: 0px 0px 10px;"><span>&nbsp;</span></p>
<p class="" style="margin: 0px 0px 10px;"><span>Do you have any specific operations topics that you want us to tackle next?&nbsp; Any questions for us?&nbsp; Have a great day!</span></p>]]></description>
<pubDate>Wed, 23 Mar 2016 15:18:35 GMT</pubDate>
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<link>https://www.askascent.com/forums/posts.aspx?topic=1248617</link>
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<description><![CDATA[Good morning!  How is everyone doing?  Operations is a large category – let us know if you have any questions.<br /><br />Today we will review some helpful operational reports<br /><br />The following reports are utilized in the management of operations in an Otolaryngology practice:<br /><br />Phones:<br />Average time to answer – How long it took agent to answer phone<br />Max Delay – time patient waited on hold<br />Calls abandoned – number of callers who disconnected<br />Average talk time – amount of time agent spent with patient <br />Aux Time – How much time did the agent spend after a call completing work before becoming available.<br />Number of calls coming in<br /><br />Phone reports are best generated through a phone ACD system or Automated Call Distribution system.  This type of phone system requires the agent to login and out when available to answer calls.  These systems are common in academic and large practice settings.  Phone reports help a manager determine staffing needs/coverage for high volume phone periods.  It can assist with training issues – do your staff know how to properly answer the phone and move the patient through the call in a timely manner?  How quickly are calls answered?   <br /><br />Schedules/Template<br />% of appointments filled<br />No Show Rate<br />Cancellation within 24 hour Rate<br />Total available appointments<br />Third next available appointment<br />New patient volume<br /><br />Scheduling reports help determine staffing needs and allow a manage to review possible trending of heavy clinic days that can assist with developing a level loading approach to balance out visits across the entire week.  Scheduling reports can help look at access for new patients and help justify the need for a new physician or advanced practitioner as well as additional back office staff support.   What does your no show rate look like?  If it is high, what might be a contributing factor?  When is your next available appointment?<br /><br />Operating Room<br />OR Block Utilization<br />Block Release <br />Case volume<br />Surgeon minutes per case<br /><br />Some hospitals and surgery centers monitor surgeon case length and on time starts in the operating room to identify areas where efficiencies can be made to increase utilization and decrease costs.  Utilization reports and case volume can help justify the need to ask for more operating room time or block time.   Surgeon minutes per case can help determine if a physician may need additional support in the OR – is he/she taking longer then his/her peers, if so why?  Is the surgical support team trained properly?  Is the equipment and other resources needed for the specific surgical case available in the suite?   Are you releasing block time when you know you physician will be away?  How much and how often are you releasing time?  Do you need to reduce OR time?<br /><br />Staffing<br />Overtime<br />Productive hours worked<br /><br />Staffing reports can be used to ensure you have enough staff and they are productive.  Is there overtime and if so why?  Are you staffing to demand?  For example, if you run a large practice and a physician is out for a week, do you shift his/her CMA or RN to another area?  Do you need more or less staff?<br />]]></description>
<pubDate>Thu, 24 Mar 2016 16:19:07 GMT</pubDate>
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<link>https://www.askascent.com/forums/posts.aspx?topic=1249106</link>
<guid>https://www.askascent.com/forums/posts.aspx?topic=1249106</guid>
<description><![CDATA[Happy Friday!  Is everyone ready for Easter weekend!<br /><br />Well before we all head out, here are some more operation categories and terms to review…<br /><br />Are you familiar with policies and procedures?<br />How do you identify the need for a policy and/or procedures?<br />How do you go about creating and implementing to ensure they are followed?<br /><br />STANDARD OPERATING POLICIES AND PROCEDURE<br />Here are some standard operating policies and procedures for Otolaryngology Head and Neck Surgery:<br />-	Advance Directives<br />-	Adverse Event Management<br />-	Ambulatory After Hour Services<br />-	Ambulatory Patient Access<br />-	Cleaning and Disinfection<br />-	Content of Integrated Health Record<br />-	Critical Results of Tests and Diagnostic Procedures<br />-	EPIC Downtime Procedures<br />-	Education, Training and Competency Requirements for OHSU Healthcare Workforce<br />-	Emergency Operations Plan<br />-	Environmental of Care Requirements<br />-	Fire Drills<br />-	General Waste Handling<br />-	Guide to Environment of Care Requirements<br />-	Hand Hygiene<br />-	Informed Consent<br />-	Interpreters – Communication for Patients Who are Def, Hard of Hearing<br />-	Isolatable Infections and Conditions<br />-	Isolation Policy<br />-	Labeling of Medications, Medication Containers and other Solutions in Procedural Settings<br />-	Licensure, Certification and Registration Requirements for OHSU Healthcare Employees<br />-	Medical Emergencies in OHSU Ambulatory Practices <br />-	Medication Safety and Reconciliation<br />-	OHSU Hazardous Material Policy<br />-	Outdated-Expired Medications<br />-	Outpatient Authorizations and Referrals<br />-	Patient Complaint Process<br />-	Patient Identification<br />-	Patient Notification of Routine Ambulatory and Ancillary Test Results<br />-	Patient Rights and Responsibilities<br />-	Telephone Triage and Advice<br />-	Specimen Labeling<br />-	Verbal orders and telephone orders<br /><br /><br />Are you familiar with Risk Management?  Let’s review some terms you should be familiar with<br /><br />Malpractice – refers to negligence or misconduct by a professional that can cause harm<br /><br />Certificate of insurance – A form that indicates the types of insurance policies written, policy dates and coverage limits<br /><br />HITECH – Health Information Technology for Economic and Clinical Health Act.  Became law in 2009.  Addresses privacy and security concerns associated with the electronic transmission of health information.<br /><br />HIPAA – Health Insurance Portability and Accountability Act of 1996.  Restricts access to individuals’ private medical information. <br /><br />HIPAA Compliance- Requires healthcare organizations to implement secure electronic access to health data and to remain in compliance with privacy regulations set by HHS.  Compliance requirements include the following:<br />1. National Provider Identifier (NPI)– A unique 10 digit provider number<br />2. Transactions and Code Sets Standards – Organizations must follow a standardized mechanism  for electronic data interchange in order to submit and process insurance claim<br />3. HIPAA Privacy Rule- Standards to protect electronic protected health information<br />4. HIPAA Security Rule – Standards for patient data security<br />5. HIPAA Enforcement Rule – Guidelines to investigate HIPAA compliance violations<br />]]></description>
<pubDate>Fri, 25 Mar 2016 18:47:13 GMT</pubDate>
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