LifePoint Communications Center Process Improvement Plan

1
LifePoint Communications Center Process
Improvement Plan

• Brenda Smith
• Communications Center Manager
• LifePoint, Inc.
• EBAA Annual Meeting June 2009

2
Communications Center Staffing
3
Communications Center Process Improvement Plan

• System monitored by 2 CCQCs
• Review all paperwork and database entries by DCs
• Clerical errors / omissions
• Database entry errors / omissions
• Judgement errors
• Document in the Data Integrity Database
• Preliminary audit report created

4
Process Improvement Plan

• CC Staff Development Coordinator
• Develops individual performance assessments that
  show
• Percentage of critical entries that are correct
• Percentage of critical entries that fall below
  acceptable thresholds
• Develops individual training plans monthly
• Performs refresher training and continuing
  education, as necessary

5
Approach Audits

• Number of audits determined by individual consent
  rate
• Critique performed by CCQCs
• CD of approaches and critique provided to DCs
• DCs listen and comment on critique
• CCSDC meets with DCs who fall below consent
  threshold
• Group audits at monthly CC staff meetings

6
Communication

• CCSDC meets with Case Management every business
  morning
• Review cases from previous day(s)
• Provide immediate corrections while charts are
  still in process
• Case Management coordinates with recovery
  technicians for corrections
• Techs respond within 72 hours of request
• Techs can fax/scan their corrections or correct
  in person

7
Improvement Results

• Immediate 25 decrease in errors
• Summer 2007
• First no errors report
• Dec 2008
• Subsequent no errors reports
• Jan Feb 2009
• MTF Hourglass Award
• Number one recovery partner for MTF for clearing
  charts

8
Improvement Results

• Increased quality of work
• Increased consistency of work
• Decreased number of NCRs generated from CC
• Decreased turnover rate
• Increased morale