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South Central Ohio Anesthesia LLC
SCOA identifies the customers as the hospital, the surgeons, and the patients. Each are interdependent for the purposes of delivery and receiving of healthcare as well as the financial sustainability of the healthcare facility in any given service area. Customer care begins with what needs each customer has in order to feel satisfied. Examples, if the patient is dissatisfied with the care they received or their personal time committed at the hospital to receive their care, they may consider going elsewhere. If the surgeon’s time is not considered so that his/her time is inefficient, they may consider doing business elsewhere. SCOA identifies what needs of the customers are being met by the anesthesia group, and what needs are not being met which need improvement. Attitude is everything! SCOA emphasizes but even more importantly expects that the anesthesia staff has a “can do” or rather “I will do” attitude. The customers rather than one’s own personal needs come first. This is emphasized in staff meetings and in mandatory customer service training. It begins with finding out who “buys” in to this idea and who does not. Team work within the anesthesia group is essential for successful customer service. SCOA employs simple customer surveys for data gathering and this data is then shared at staff meetings. SCOA works with the hospital client if more sophisticated surveys such as Press-Ganey are desired. Expectations are shared with the staff, and reported with transparency.
This is not meant to imply that safe anesthesia is a problem. In fact, most SCOA clients have not had any major issues with unsafe practices. Rather, do the department members ALL think similarly in the delivery of care so that cancellations are minimized, and standardized care is the norm? Some examples of questions asked to assess these are:
During the first few months with a new client, SCOA conducts a regulatory compliance audit. This would include compliance with JACHO, ODH, CMS, ASA, state board standards and rules. All present policies are reviewed as well. New policies are made and or suggested to bring the department into compliance. Thereafter, monthly chart audits are performed and examined for charting accuracy, and proper notation reflecting JACHO and CMS rules. Performance measures are selected on an ongoing basis and shared with anesthesia and quality departments. Individual performance is shared with the anesthesia members.
Beginning with each new client SCOA begins to renegotiate all commercial managed care contracts as soon as possible. SCOA makes every effort to obtain the most competitive rates for anesthesia services. These efforts are for the purpose of minimizing anesthesia subsidy. SCOA also meets with logistics and pharmacy departments to assess duplication of drugs, generic drug usage, supply costs. All to determine the costs effectiveness in the delivery of anesthesia services.
The First 60 Days of New Client Business