The opioid crisis has grown into an alarming and multifaceted public health emergency, posing a grave threat to communities in the United States and worldwide. The catastrophic consequences of opioid abuse, including addiction, fatal overdoses, and shattered lives, have spurred an urgent quest for innovative solutions to confront this crisis. Amid this search for answers, blockchain technology has emerged as a beacon of hope, offering the potential to revolutionize prescription drug monitoring. In this article, we delve into the depths of the opioid crisis, shedding light on its harrowing impact and the limitations of current prescription drug monitoring programs.

We then embark on an exploration of how blockchain technology can be harnessed to transform healthcare’s critical facet—prescription drug monitoring. By leveraging the power of blockchain, we aim to not only enhance the oversight of prescription medications but also potentially save lives and staunch the devastating tide of the opioid epidemic.

The Opioid Crisis: An Escalating Tragedy

The opioid crisis is a multifaceted public health emergency characterized by the widespread misuse and abuse of opioid drugs, both prescription and illicit. Opioids, including prescription painkillers like oxycodone, hydrocodone, and fentanyl, as well as illegal drugs like heroin, have left a trail of devastation in their wake. According to the Centers for Disease Control and Prevention (CDC), more than 841,000 people died from a drug overdose in the United States from 1999 to 2019, with opioids being a primary driver of this epidemic.

The crisis is fueled by several factors, including overprescribing of opioids by healthcare providers, inadequate patient monitoring, diversion of prescription drugs to the illicit market, and the influx of highly potent synthetic opioids like fentanyl. Traditional prescription drug monitoring programs (PDMPs) have been established in many states to track and regulate the prescription of controlled substances. However, these systems have limitations that make them less effective in addressing the crisis comprehensively.

The Limitations of Traditional PDMPs

Traditional PDMPs rely on centralized databases that collect prescription data from healthcare providers and pharmacies. While these programs have been valuable in identifying potential instances of overprescribing or “doctor shopping” (patients seeking multiple prescriptions from different providers), they have inherent shortcomings:

1. Data Silos: PDMPs are typically state-specific, leading to data fragmentation and limited access to patient records across state lines. This allows patients to bypass monitoring by seeking prescriptions in multiple states.
2. Privacy Concerns: Centralized databases store sensitive patient information, raising privacy concerns and the risk of data breaches.
3. Delayed Data Updates: PDMPs may experience delays in updating prescription data, making real-time monitoring and intervention challenging.
4. Limited Data Sharing: Collaboration between states or across healthcare systems is often cumbersome due to incompatible systems and privacy regulations.

Blockchain’s Potential to Transform Prescription Drug Monitoring

Blockchain technology offers a decentralized, secure, and transparent solution to the challenges faced by traditional PDMPs. Here’s how blockchain can revolutionize prescription drug monitoring:

1. Decentralized Data Sharing: Blockchain enables secure, decentralized data sharing across healthcare providers, pharmacies, and states, ensuring that up-to-date patient prescription data is accessible to authorized parties in real-time. This prevents patients from exploiting data silos by seeking multiple prescriptions in different locations.
2. Immutable Records: Each prescription and patient interaction is recorded as a tamper-proof transaction on the blockchain. This ensures the integrity of prescription data, reducing the risk of fraudulent activities.
3. Enhanced Privacy: Blockchain can be designed to prioritize patient privacy. Patients can grant explicit consent for their data to be accessed, and access can be limited to authorized healthcare professionals, improving confidentiality.
4. Interoperability: Blockchain’s interoperable nature allows different healthcare systems and states to connect seamlessly, fostering collaboration in monitoring and regulating prescriptions.
5. Smart Contracts: Smart contracts can automate processes, such as verifying a patient’s prescription history before issuing a new prescription. This reduces the burden on healthcare providers and enhances accuracy.
6. Real-time Alerts: Blockchain-based systems can trigger real-time alerts to healthcare providers when they encounter patients with concerning prescription histories, facilitating early intervention and preventing overprescribing.

The Road Ahead: Implementing Blockchain-Based PDMPs

The path forward in implementing blockchain-based Prescription Drug Monitoring Programs (PDMPs) is paved with promise and complexity. The potential benefits of these blockchain-powered systems are undeniably substantial, promising enhanced transparency, security, and efficiency in prescription drug oversight. However, their successful integration into the healthcare ecosystem requires a concerted effort and collaboration among a multitude of stakeholders.

First and foremost, government agencies, healthcare providers, and technology developers must come together in a unified effort to design and deploy blockchain-based PDMPs effectively. This collaborative approach is essential to ensure that the systems are not only technically sound but also aligned with the needs and requirements of healthcare professionals, regulatory bodies, and patients. Interdisciplinary cooperation is imperative to navigate the intricacies of healthcare data management and regulation.

Addressing privacy concerns looms as a paramount challenge.

Blockchain, by design, ensures data integrity and security, but it must also strike a delicate balance between transparency and confidentiality. Patient privacy must be safeguarded at all costs, and the blockchain architecture should incorporate robust encryption and access control mechanisms to protect sensitive health information. Striking this balance necessitates meticulous planning and adherence to stringent data protection regulations.

Regulatory compliance is another pivotal facet of implementing blockchain-based PDMPs. These systems must align with existing healthcare regulations, such as HIPAA (Health Insurance Portability and Accountability Act) in the United States, as well as evolving blockchain-specific regulations. Navigating this complex regulatory landscape requires a deep understanding of both healthcare and blockchain industries and a proactive approach to compliance.

In tandem with regulatory compliance, robust security measures are mandatory, especially in the context of Electronic Health Records (EHR) software integrated into blockchain-based PDMPs.

These systems must be fortified against cyber threats and data breaches, given the sensitive patient information they handle. Incorporating cutting-edge cybersecurity protocols, intrusion detection systems, and continuous monitoring is indispensable to maintain the sanctity of the data stored on the blockchain and within the EHR software. The integration of EHR software into the blockchain ecosystem introduces additional layers of complexity and potential vulnerabilities, making it paramount to implement stringent security measures. These measures should encompass end-to-end encryption of health records, secure access control mechanisms, and advanced authentication protocols to ensure that patient data remains confidential and protected from unauthorized access or malicious attacks. As the convergence of blockchain technology and EHR software (curemd dotcom/top-ehr-vendors) continues to evolve, healthcare organizations must remain vigilant in their cybersecurity efforts to safeguard patient privacy and maintain the integrity of their data.

It is essential to acknowledge that blockchain technology, while a powerful tool, is not a panacea for the opioid crisis.

Instead, it should be viewed as a valuable component within a broader harm reduction strategy. Effective combat against the opioid epidemic necessitates multifaceted approaches encompassing public health initiatives, addiction treatment, mental health support, and community engagement. Blockchain-based PDMPs can serve as a catalyst for change, enhancing prescription drug oversight and aiding in the prevention of opioid abuse. However, their success ultimately depends on the collaborative efforts of stakeholders, meticulous attention to privacy and security, and steadfast commitment to regulatory compliance.

Conclusion

The opioid crisis persists as a grave and multifaceted public health challenge, calling for innovative solutions capable of tackling its complex nature comprehensively. In this critical juncture, blockchain technology emerges as a beacon of hope, poised to revolutionize the landscape of prescription drug monitoring. Its inherent characteristics of decentralization, transparency, and security offer a promising pathway toward bolstering patient safety, enhancing regulatory oversight, and, perhaps most importantly, saving lives.

As we persistently grapple with the profound challenges posed by the opioid crisis, the exploration and implementation of blockchain-based Prescription Drug Monitoring Programs (PDMPs) stand as a pivotal and necessary stride toward forging a healthcare system that is not only more secure and transparent but also more accountable. This innovative approach to drug monitoring has the potential to transform the way we combat opioid abuse, curbing the epidemic’s devastating effects and steering us toward a future where patient safety and effective regulation take center stage in the fight against opioid addiction and its tragic consequences.

Featured Image Credit: Lil Artsy; Pexels; Thank you!

The post Blockchain for Prescription Drug Monitoring: A Solution to the Opioid Crisis appeared first on ReadWrite.

Ever imagined a life with an impairment that is here to stay? Ever thought of being hooked to a disability that drives all your passions away? What if you can’t lift your leg straight up, or what if your arm doesn’t extend out properly?

While it is a difficult process of recovering from such disabilities, many of us suffer from not only the physical impairment but also from the mental trauma that accompanies.

Physicians, therapists, and coaches work day in and out to treat such patients through intense workout schedules. However, as soon as the patient is discharged and sent home, the constant monitoring process stops, which more than often culminates into more loss of functionality.

Medical practitioners have long been perplexed with such concerns, amongst many others. Top of the list remains to help the patients with permanent (or even temporary) disabilities that limit their functionality.

Researchers, programmers, and high-tech companies have invested time, effort, and resources to develop cutting-edge technologies to assist such patients.

There is a new generation of wearables that are specially equipped to monitor, encourage, and also treat patients.

Many of these patients are suffering from chronic physical and mental ailments such as cerebral palsy and epilepsy, and even tremors associated with Parkinson’s disease.

Electronic health records software (such as with companies like CureMD, and others), have wearables that are smart devices that are easy to wear. An example of these is like smartwatches and Fitbit — that essentially collect user’s data related to personal health, fitness and behavioral patterns.

While these wearables initially launched as fancy gadgets that built up your social status by helping you count your steps or burnt calories, etc., they are now becoming mainstream in the healthcare industry owing to their profound impact.

Scaling way faster than we had imagined, wearable technology is today being widely used by physicians, surgeons, patients, and insurance providers. The wearable tech is radically transforming the entire dynamics of the healthcare industry.

Wearable the Smartphone Apps

Wearable health technologies, when combined with an intelligent smartphone app, can capture the most imperceptible symptoms of patients. The information can then offer the physician all the necessary statistics to make an informed diagnosis.

According to an Accenture Survey, the use of wearable devices amongst US consumers has literally more than doubled during the 2014-2016 period, from 9% to 21%. Interestingly, around 77% of the wearables consumers and 85% of practices applaud the benefits of using wearables for inpatient care.

How exactly do wearables change the face of healthcare?

Here are the top five benefits accruing from using wearables for patient care:

1. Empowered patients – these wearable devices are specially equipped to empower the patients in terms of tracking and sharing their vital medical data with their physicians. Such devices allow them to track behavioral changes such as sleep patterns, exercise routines, vital stats, and so forth, which can then be shared with the practice.

   Careful, accurate monitoring tends to render a significant impact on the overall health of the patient, since the patient-physician relationship essentially changes from hierarchical to consultative.

2. Remote patient monitoring – wearables have also proven their mark in radically improving the accuracy as well as reliability of patient monitoring at remote locations. For instance, checking blood pressure, tracking heart rate, measuring oxygenation, and monitoring blood glucose levels. Each of these can easily be done remotely using wearables.

   There are added benefits that accrue from the scalability of the devices. For instance, a single nursing staff can oversee hundreds of critical patients from a single computer source, undertaking appropriate action in case of an emergency signal.

3. Remote treatment – yes, wearables can be used to treat patients remotely. For instance, Quell is a wearable device that is attached to the upper calf to block pain signals anywhere in the body through the use of electrical stimulation that triggers the central nervous system response.
4. Virtual visits – wearables particularly allow the physicians to not only check on patients without a brick-and-mortar office but also offer ease of access and availability to their patients.

   For instance, a patient with an ear infection can be virtually consulted through a wearable device that conducts a virtual ear exam, off the specialist’s facility, doing away with the need for a follow-up.

   Similarly, wearables allow virtual monitoring of diabetes, neuropathic pain, macular degeneration, and many other conditions.

5. Helping with disabilities – this one is perhaps the most acclaimed benefit of wearables making headlines in recent times.

   Wearables particularly aid disabled people in managing their daily life chores without external help. Simple innovations such as special glasses help the blind to see. Smart glasses help patients with cerebral palsy to use the internet with ease. Haptic shoes help the blind to easily navigate routes using GPS technology, and the list goes on.

Wearables Can Save Lives of Those with Disabilities

Yes, wearables are a magic wand for those with disabilities. The tech canvas is proliferated with technological breakthroughs that have largely facilitated disabled patients to enjoy a normalized life.

For instance, the Bruise Suit is specially designed for disabled athletes with a loss of sensation. it is essentially a smart injury detection suit that applies a recyclable pressure-sensitive film to identify the severity of injuries. Covering the high-risk areas with disposable and made-to-fit film, the film changes color in case of excessive stress. Hence, after training or competing, the injured areas can be easily spotted due to color change.

GlassOuse is another breakthrough wearable technology that allows patients without limbs to use electronic gadgets without having to use their hands. It basically moves the cursor on the screen using your head movements, while you can click on the screen by simply biting on a blue extension on the device.

More recently, a Tongue Drive System has radically transformed the lives of patients with high-level spinal cord injuries. It is a dental retainer embedded with sensors that allow the patient to operate a computer and maneuver an electrically powered wheelchair by simply moving their tongue.

Having discussed the life-saving impact of wearables on patients’ life, it goes without saying that wearables are a life-saver.

Some may judge it a petty thing with a wearable, such as tracking weight, diet and exercise routines. But it’s not to someone who must lose weight to stay alive.

Wearables have gone beyond the functionality of a fitness tracker, to revolutionizing preventive and diagnostic medicine, especially for those with diseases and disabilities.

Image Credit: Samantha Garrote; Pexels

The post It’s all in the wrist: Wearables are Helping to Treat Disease and Disability appeared first on ReadWrite.

Cybercrime is on the rise, and healthcare is becoming a primary target as per recent news. What is accounted as cybercrime at a medical practice? Anything from a hacker stealing protected health information for medical identity theft to a staff member viewing patient records without prior authorization. You’ll need healthcare cybersecurity tips to help protect your data.

It was becoming increasingly challenging to protect PHI, (protected health information — PHI is under the HIPAA laws).

Hackers are displaying ingenuity with every data breach and often a time the practice staff turns out to be the root cause. Either they weren’t careful or willingly allowed someone to access practice data. To curb cybercrime and other security threats to the centralized database, there are nationwide legislations like HITECH (Health Information Technology for Economic and Clinical Health Act) and HIPAA (Health Insurance Portability and Accountability Act).

These acts (laws) promote the efficient implementation of technology for caregivers. The primary focus of these acts is the security and privacy of EHRs. The severity of the crime determines the fine you pay. If someone has unknowingly broken the law, they pay a low fine and also have a month to rectify the offense in which case no penalty is taken from them.

Other laws like the False Claims Act and perpetrators of the Stark Law (patient referrals to friends and family, except in exceptional circumstances) also deal with impersonators who steal identities for insurance claims. Any data breach has consequences. It can cost a practice hefty fines under HIPAA and HITECH, but more importantly, it puts a practice’s or hospital’s reputation at stake.

Patients also need to know their privacy is protected, and it will cost practice patients if there is a data breach. Since the patient’s records, audits, and doctor’s information are stored in a centralized database, a small breach can have significant consequences. Similarly, there are a lot of encrypted security standards that make an EHR secure.

If a vendor does not comply with industry standards, it is best to switch to a more secure EHR and Billing Provider. Patients and practice continuity are both vulnerable if precautions and necessary steps are not taken to protect data by practitioners. Leave no stone unturned for your own protection and reputation.

Here’s what can be done by a certain practice to avoid lawsuit/security breach:

• Taking Responsibility > Change Passwords Repeatedly:

It is recommended that the medical practice should change their passwords intermittently. It may also help to keep a different password to access various applications. However, it is cumbersome to remember different passwords; it would be wise to subscribe to a secure password manager app or use devices and applications with single sign-on capabilities.

It is essential to have secure passwords to access online records. Practice managers and even staff computers should have hard-to-crack passwords. Your work devices can have details about patients’ histories, prescription, and medical billing. Health IT professionals have recommended it.

• Controlled Accessibility and Audit Logs

Role-Based Accessibility: An advised tactic is for all practice managers, physicians, and influential persons in the practice should have their own passwords and usernames to access EHRs and other electronic devices.

• First: everyone will only be able to see information relevant to them.
• Second: it will reduce the times a staff member is likely to share a password. Residents use their co-worker’s passwords around four times as per research cited by Kevin McCarthy on his blog “The Importance of Password Security in Your Medical Practice.”
• Another way: to reduce password-sharing is to use audit logs on all EHR devices. Logs make it very easy to track edits, reviews, and views by all users. It can also be used to track tasks, and time spent working on the system for added measure.
• Tracking time: and date spent on a certain system will increase employee efficiency, and ensure practice productivity. All medical devices, including mHealth, should use encryption.

• Staff Training and Education:

Sometimes staff can misuse work computers or other devices without knowledge. Misuse happens when they surf the web and accidentally click on a link that becomes the gateway. Negligence is one of the most common causes of security breaches. However, with repeated user training, and this can be curbed.

To further instill employee vigilance, higher management must score staff on security, which should have an impact on yearly evaluations. These evaluations will make them aware of their work habits, and also keep an eye out for an unauthorized user who wants access to data.

Teach all staff members not to leave any identifying information should never be left in the open; whether it is on a post-it, or on a screen. Any visual would include a family name, first name, an address, and contact details. Though this information itself is not sufficient to hack or invade private data, it is a small outlet of information that may be used against the practice.

Consistent staff training will enable vigilance in the practice, and keep all information out of reach of every visitor. Patients, lab staff, cleaners, pharmaceutical reps, come and go, and their whereabouts are not always monitored. The staff enables the smooth running of a practice, and are likely to ensure that all security protocols are in place.

Your staff is also the most authentic sources when it comes to reporting activities and day-to-day operations. It is best to invest in their training and educating them about security breaches so they can take care of the practice.

• Accessibility Restrictions

To ensure security, network restrictions should be enforced along with limited web browsing. The use of restrictions is highly recommended for all workplaces that house sensitive information. This reduces malpractice and keeps staff focused on their jobs. A practice must restrict usage and bring of personal devices which transmit data to strengthen security further.

Staff might feel disconnected from social media at work and be tempted to use social media platforms. However, using social media increases the probability of clicking on the unknown link, or general personal browsing can invite a virus attack and potential hacking.

The moment you give an app or web browser access to your computer, you are putting the device at risk. Restricting these activities, and only allowing approved applications such as your PM software, EHR, and billing and accounting software. Ensure practice policies are followed through accountability.

Restricting unknown websites or entertainment pages are going to make your online systems more secure. Staff should be allowed to use these on their mobile phones in breaks. USBs are known to facilitate data theft. Make sure no unknown device is connected to any system.

• Cloud Technology is Your Friend

Cloud technology maintains a backup of all your practice data and applications. Cloud services give full security to practices of all sizes. It can be backed up daily or weekly. Regular updates ensure that your data will be kept safe even if there is a security breach or if your device breakdowns.

Some practice managers keep all data safe and secure on a USB drive, which is then kept in a safe off-site. While that is practical, cloud servers also allow for all updated data to be kept safe and off-site. It is not only on your system but also stored in another encrypted storage space.

The only drawback of cloud computing is that your information is also stored in a system out of reach. Vetting the security of cloud computing becomes incumbent. Update all data with cloud. Many modern healthcare management systems now include archival data solutions, with updated records stored in the cloud. Get more advice about features like these by either talking to a consultant, or an IT professional within the practice.

• Update and Delete

Once you have secured your data, and it is safe, don’t hesitate to delete old data. Make sure this is backed up before removing it because it can come in handy as well. Keeping all medical devices up to date and patched will minimize vulnerabilities. Try not to use outdated browsers and other software.

Internet Explorer is found on many devices even though Microsoft does not authorize it. Upgrade those devices that do not allow for the latest updates. Do not throw out old devices if they are not devoid of information even if data encryption is in place. Safely dispose of all medical devices.

Remove, disable, and disconnect unnecessary accounts, or accounts no longer in use, so former employees, staff members, and other personnel cannot misuse their accounts. Get rid of unnecessary software and browsers that are no longer needed. PDF converters, readers, and search engines that require additional downloads are most likely to infiltrate your system with viruses and malware.

Plan ahead when you are updating, deleting, and upgrading systems. Upgrades (hardware and software) cost money, and practice needs to see the most viable options keeping security as the acme. Restore back-ups when required and only update data which is necessary. Restoring a backup will reduce the time taken for a system to update and restore backed up data.

• Get a Proficient Security Provider

Small practices can perform risk analysis with more ease than an extensive practice while being cost-effective. Enhancing cybersecurity prevents data loss, and oversees the safe-keeping of the whole practice and not just the EHR system. Identifying gaps, addressing vulnerabilities, viruses, and malware are mitigated with regular checks reducing disruptions in practice management. Do not turn off any software updates.

Install any firewall software to secure practice network. Securing the network is the easiest way to waive internal and external threats. The better the firewall, the safer the data. Upgrade to a recent security wall, preferably one with the manufacturer or commercial-grade updates.

• Hire a Professional

Technology can be daunting and cumbersome. If a practice can afford a security consultant who can train staff as well, that’s fortunate. If not, hire someone who has specialized IT skills who can take charge of the practice’s security. Give your new practice employee the task to oversee government-regulated compliance documents.

The research industry trends and ensures operating systems updates. If they can do all this, they can surely ensure all medical devices are also patched and address potential threats to the practice’s security. Make sure they know how to encrypt all data and can follow encryption procedures with ease.

Hiring a data security expert can give annual updates on how the practice is secure, and oversee security threat and HIPAA compliance. If a practice complies with all regulations enforced by their state, the data is very secure. However, as a precaution, it is safer if the practice also takes matters in their own hands.

Periodical risk assessments, engaging with changing government laws and regulations, and regular practice audits are also necessary for encumbering security breaches/threats.

Medical practices and healthcare organizations are easy targets for knowing the demographics, finances, and other sensitive information. Cybercriminals and white-collar criminals target healthcare organizations and practices knowing that there is an easier target.

It is pivotal for a practice to ensure that they are protected against growing threats or vulnerabilities in their system. Therefore it is in the best interest of doctors, nurses, and other stakeholders to ensure multilayered and complex security that is hard to violate easily.

It is against the law for patient data to be stored unencrypted. Industry-standard encryption codes are employed; such as HL7, ICD10, LOINC, CPT4, ANSIX12. These ensure secure interoperability and keep the patients’ data private and secure. Health data is susceptible to risk.

It is also quite challenging to protect health data because of its demands. Governments have made it mandatory to ensure HIPAA and HL7 compliance, but that is not all. A practice needs to take responsibility for data protection. There are guidelines on how practices can protect their data, and strict measures like hefty fines and security requirements have been placed as a regulatory system for all to follow.

The post Healthcare Cybersecurity Tips to Help Protect Your Data appeared first on ReadWrite.

Have you called into your office lately? Maybe you should, if for no other reason than to experience what your patients and other people go through when they call in. A pleasant experience will leave a pleasant image, while a negative experience can create an instant hostile exchange when the patient does get through, and if a new patient, the frustration could lead patients to seek another doctor.

Generally, the first contact a patient has with a physician is by way of the physician’s phone.  If difficult, the impression is the practice, and the physicians are uncaring or difficult. The staff that does answer the phone life will tell you that a frustrated patient will be more exhausting and time-consuming for your staff to deal with.  Is your phone system setting you up for a more difficult patient-physician relationship than necessary?

The value of making the initial contact with you a positive one is borne out by studies that show the benefit of doing it right and the determent of doing it wrong.  Numerous studies have indicated that patients who view their physician in this negative manner are far more likely to sue if or when something goes wrong in the course of their treatment. Others show that a client’s or customer’s perception of their wait time is directly related to their overall customer satisfaction. One study found that 68% of a company’s lost customer base is due to indifferent or negative phone treatment.

On Hold Surveys, Studies & Facts

How callers are treated over the phone, how they are greeted, the automated messages, and any labyrinth to find a live person all impact how a patient perceives they will be treated by the practice and its physician.  Treat this first impression opportunity in a brash manner or as an interruption of more important things, chances are that’s how the patient will believe they will be treated when they go in for a visit. If the phone rings and rings, they will think twice about becoming a patient. Don’t call back, when a message is left, and you dramatically increase the chance of losing the patient, and the revenue they bring.

Read more about: What Happens When you Ignore Basic Business Practices?

Assessing if your phone system needs help

The first step in assessing if your phone system needs improvement? Pick up a phone and dial.

Call in as an outside caller and try to maneuver through the system. Is it easy? Is it friendly? Can an older patient use it without frustration?  Have family and friend try out the system as well.

Do your own little study; did you perceive the voice on the other end as warm, friendly and caring? Are there too many prompts? Is it easy to get to speak to an actual person?

Use the time that your patients are in the waiting room to conduct your own brief. Ask how they feel about their experience with reaching your office by phone. Keep the responses anonymous for more likely honest answers.

What can you do to fix it?

Knowing what works and does not is the starting point for implementing the need fixes. Some things to consider:

• Reduce the number of prompts in your system to one set. If this isn’t possible, offer callers the option of speaking to an operator in the first and subsequent series of prompts.
• Make sure the phone is answered promptly – ideally before the third ring. Any longer gives the impression your office is inefficient.
• Use call forwarding to a live administrative staff member instead of an answering service or lengthy automated service. Nothing beats talking to a live human being when you’re calling about urgent medical matters.
• Allow callers on hold to listen to messages about your practice, rather than silence or music. With silence, they wonder if they’ve been disconnected, while music can be grating or annoying depending on the caller’s tastes.
• Record your practice’s outgoing message yourself, rather than having a nurse or receptionist do it. It lends a personal air to your practice and puts patients at ease. Now EHR software has reduced this hurdles to managing and preserving the patient’s data in paper forms.
• If your system is older, there are new technological features that can improve patient satisfaction; Auto attendant, call overflow, and direct inbound dialing (DID).
• If you have multiple offices, set up one networked phone system for your entire operation. This helps patients perceive you as one seamless practice, which bolsters the perception of you and keeps your sites covered at all times.

Read more about: ARE YOU READY – Disaster planning for your office

What should you avoid?

• Don’t allow calls to go to voicemail during business hours. This sends the message that your practice is understaffed, which can mean long wait times for them in your office.
• Don’t use busy signals. Establish enough phone lines instead.
• Don’t allow your staff to answer the phone in a rushed, distracted, bored or impatient manner, or while still carrying on a conversation with someone else. All are unprofessional and make your practice look bad.
• Don’t rely too much on technology. Try to have a real person be your callers’ first point of contact with your practice whenever possible.

The post Is Your Phone Answering Habits Hurting Your Business? 68% of People Say Yes appeared first on ReadWrite.

Do you want to complain about the rules and not get paid?

Or have the money in your pocket and then complain?

Most claims dollars are lost due to:

• Failure to identify the patient’s economic obligation before service is rendered to collect payment or guarantee payment before care is rendered.
• Failure to submit claims in a timely manner
• Failure to monitor the explanation of payments to identify denials or payment errors
• Failure to resubmit initially denied claims in a timely manner with the correct information
• Failure to appeal errors or denials in a timely manner

In reality, the failure is the physician’s, a failure to manage the revenue cycle of their practice.  It is a failure that costs big.

To eliminate the barriers that keep you from promptly receiving your hard earned money, you must make a commitment to learning how to win, and accept the responsibility for continual vigilance.  By doing so you can hold payers accountable for their performance, and in the process, achieve the funds you have legitimately earned. The reporting and other rules that have intrinsically been linked to EHR systems have been a major hindrance for small practices. Time is a precious resource, and physicians can’t always find time to fill out new reports

Payers set their own claim rules and timely filing deadlines.  They do so under their participation contract with you.  The rules are generally not spelled out in the contract, but in the payer’s “Provider Manual”, or in updates to that manual. Your contract with the payer generally includes a provision that gives them the right to issue new rules and policies and obligates you to their acceptance. Keeping up with the updates is necessary, as opportunities are missed for increased reimbursement, and plan specific rules not learned, cause an increase in denials. EHR platforms come with online scheduling, automatic bill pay and a number of other helpful tools that are beneficial to both physicians and patients.

Nearly all payers now have websites with the payer’s policies posted.  A posting is considered “notice” and the change is binding upon you.

Administrators and office managers benefiting from EHR adoption. Building schedules are simplified which reduces the number of missed appointments. Similarly, working with patients to address unpaid or outstanding bills is also more effective.

Even if you never received a provider manual, you cannot escape its obligations.  There is generally a little clause in your contract obligating you to its provisions.   If you can’t find the player’s manual, or if you are not getting the payer updates, call the plan and get a copy of the manual and get on their policy changes distribution list NOW.

Many plans now provide email alerts as to policy changes, which will automatically send you an email about payer policy changes. When combined with better clinical capacities and improved daily workflows, the benefits of EHR adoption create a portfolio of ways to improve a small practice.

Similarly, the payer’s posting of a new policy on a payer’s web site or publishing in their policy guide a policy change is binding upon you, and it could cost you.  You will need to have staff review the payer’s website on a regular basis to watch for new postings that impact your practice.

Regardless of the unreasonableness of the rules health plans create; they bind you under “contract law”.  Contract law legalizes the obligations accepted by two or more parties in a voluntary agreement.  Since the health plan wrote the contract, do you really think those terms and conditions are for your benefit or protection?  Unless the provisions of the contract conflict with state, Federal or local law or policy, you are bound to them, and the payer can enforce its contract terms.  You voluntarily entered into the agreement with the payer.  Whether or not you believe you had a choice, given the size of the payer’s market share, or what employers they insure, there is no law that obligates you to participate with any payer, therefore the relationship is voluntary. Fighting contract provisions is generally a costly and losing proposition.

So strong is the power of contract law, that the regulators have stated that they are not prepared to sit in judgment on the adequacy of documentation as to timely filing, stating “This gives rise to a question of fact which is beyond the jurisdiction of this administrative agency to resolve.  Questions of fact can only be decided in a court of law.”

More importantly, do you want to fight, or do you want to get your money?

Time is money is the old, overused adage, and in the case of claims, it’s your money.  This is where falling for the inbred excuses within the provider community comes back to haunt you.  It’s too confusing, they deny whatever they want, you can’t fight them, it’s not worth the time. Your practice needs to work its claims and receivables without allowing any time lags in getting your claim out the door, tracking its payment, appealing denials, and verifying the correctness of payment.

Vigilance is a responsibility that must be accepted by the physician and the staff.  For only by asserting your rights and knowledge of the rules, can an office protect its income and its money?  This requires an understanding of explanation of benefits/explanation of payments (EOB/EOP), as well as watching for notices of policies and changes that relate to claims.

Managing your revenue cycle means making sure that your claims process follows a process designed for your benefit, not just what is allowable by the payer.  One that always puts you in the position to press the payer for payment, using your state’s regulations as a club. That is if your state requires the payer to pay within 30 days of an electronic submission, hold them to that requirement.  Get your claims, electronically daily, and every day identify with the payer’s website any claims not paid on day 35.  If not listed, then re-submit, if listed, check where it is in the process.  If not set to be paid to you, file a complaint with your regulator of the payer.  If you have the process tight, you will have improved your cash flow, and ended the leakage of your dollars.

The blame game has no place in the operation of a medical practice, a medical business.  Blame is an easy way to dodge responsibility for an issue, a problem.

Too often practices fall into the trap of blaming the payers for everything, and in the process, ignore what should be their own responsibility and hide that responsibility from the physician.

The post What Happens When you Ignore Basic Business Practices? appeared first on ReadWrite.