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Ron Bussa Project Manager Jen Nichols Manager, Revenue Cycle Systems Jim DeJonge

Implementing Emergency and Inpatient Cerner Registration while Retaining Existing Patient Accounting Technologies. Ron Bussa Project Manager Jen Nichols Manager, Revenue Cycle Systems Jim DeJonge Manager, Patient Access Services. Agenda. Objectives of Today

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Ron Bussa Project Manager Jen Nichols Manager, Revenue Cycle Systems Jim DeJonge

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  1. Implementing Emergency and Inpatient Cerner Registration while Retaining Existing Patient Accounting Technologies Ron Bussa Project Manager Jen Nichols Manager, Revenue Cycle Systems Jim DeJonge Manager, Patient Access Services

  2. Agenda • Objectives of Today • Overview of Spectrum Health and Quick Facts (Who) • The Vision (Why) • The Plan (What) • Technical Element • Human Element (Most Important) • Lessons Learned

  3. Objectives • Understand “Human Aspect” of the Implementation and What You Can Do • Lessons Learned from Implementing Inpatient Cerner Registration

  4. Overview of Spectrum Health • Who we are: • 7 hospitals • 13,000 staff • 1,400 physicians • 2,000 volunteers • 140+ service sites • Who we serve: • Service area covers a population of 3 million • 450,000 health plan members • 6,300 employers

  5. Quick Facts around Inpatient Registrations • Emergency Department (5 Hospitals) • Average # of Emergency Visits/Day = 492 • Average # of Emergency Visits/Month = 14,760 • Average # of Emergency Visits/Year = 177,120 • Admissions (5 Hospitals) • Average # of Admissions/Day = 198 • Average # of Admissions/Month = 5,940 • Average # of Admissions/Year = 71,280 • Outpatient* Visits/Year = 482,400 • * Already Using Cerner as Registration System in Production

  6. The Vision (Why) • Deliver Exceptional Experience:Deliver Better Patient Care and Patient Experience • Demand Superior Quality: Deliver Superior Care through the use of Technology • Optimize System Performance: Tighter Integration with Clinical Systems

  7. The Plan (What):Overall Roadmap

  8. Revenue Cycle Technologies

  9. Inpatient DataFlow

  10. Registration Integration • Real Time ADT • Full “person” knowledge • FIN alignment • Ongoing monitoring, management • Batch Charges • Manual Master Files • Synchronization and timing critical

  11. Technical Requirements • Defined Technology Build Needs • Cerner Registration Conversation • Physician Privileging • Robust Integration • Rules and Edits • Cerner and HealthQuest • eGate/IIP (Integration) • Monitoring and Reporting Tools

  12. Human Element:Staff Preparation • System • Policies and Procedures • Equipment • Emotions Make it intentional!

  13. Human Element:Current Registration System • What do they say? • “I can almost do a registration with my eyes closed--I know it so well.” • “I haven’t looked at a reference manual for years.” • “I like it when I can help a new staff member find their way out of difficulty.”

  14. Human Element:Current Registration System • How do they feel? • Feel confident with self • Feel comfortable with job • Feel effective and efficient • Feel good about accomplishments at the end of the day • Satisfactory emotional levels

  15. Human Element:New Registration System • What do they say? • “Don’t see how this new system has anything over the one we were using.” • “I have to go so slowly now. I have to think about each field.” • “I’m lost. What do I do now?” • “I know you need help. But, I really do not know what to tell you to do.”

  16. Human Element:New Registration System • How do they feel? • Don’t feel very confident about their own abilities • Don’t feel very comfortable about their capacity to do the job well • Feel slow and not very efficient

  17. Human Element:How Can Management Help? • Pre-Implementation • Take time to have staff talk about the up-coming changes • Identify super-users; have them dig into the new system; have them report back findings to staff • Prepare staff for all changes: system, process, procedures, equipment • Have a training system that is identical to the Go-Live system • Have staff Practice, Practice, Practice on New Registration System

  18. Human Element:How Can Management Help? • Implementation & Post-Implementation • Be a cheerleader during implementation (and after) • Have candy, fruit, pizza available for staff • Provide education / training and TIS support • Provide super-user support • Do relaxation exercises • Watch for staff-in-stress and offer assistance • Provide recognition and thank-you letters (movie tickets)

  19. The Lessons Learned: • Leadership Involvement is Critical to Success • Decision might be a “Political Battle” • “Open Line” of Communication to Physicians, Nursing Staff, Revenue, Patient Billing etc… • Open Lines of Communication to Staff. “The Why?” • Customer Ownership and Scope Management (Phase I, Phase 2, Phase 3 etc.) • Functional/Integration/Enterprise Testing • Have Cerner Domains “In Sync” (TEST, TRAIN, PROD etc.) • Practice, Practice, Practice on New System • Be Prepared for Issues/Comparisons but Have Staff Understand Process of Reporting Issues/Suggestions • Define Comprehensive Support Model Through Payment

  20. ron.bussa@spectrum-health.org jennifer.nichols@spectrum-health.org jim.DeJonge@spectrum-health.org

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