ITS MORE THAN JUST SLEEP, IN THE SLEEP CENTER€¦ · •Patients can be hesitant to ask the...
Transcript of ITS MORE THAN JUST SLEEP, IN THE SLEEP CENTER€¦ · •Patients can be hesitant to ask the...
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ITS MORE THAN JUST SLEEP, IN THE SLEEP CENTER
BY STEVEN FINCHNo….Really.
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ABOUT ME• Operations manager of Family Entertainment Centers.
• Director of Operations Arizona Grand Medical Center and EZ Sleep Lab. 3 locations 13 beds
• Worked for a total of 4 sleep labs
• 14 years in sleep medicine
• Regional Sales Manager for a DME
• Sales/ Marketing
• Business Development
• Currently at MaineGeneral Medical Center as Practice Administrator Pulmonology, Sleep Clinic, Sleep Lab, PFT and EEG. Revamped Sleep Lab.
• My passion is to Figure Things Out.
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THE FUTURE OF SLEEP MEDICINE
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THE FUTURE OF SLEEP
• Insurance driven shift in patient demographics.
• Will see much sicker patients.
• How to handle the heavier workload and sustain excellent patient care?
• Sleep Lab and COVID prepreation
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HOW TO HANDLE THE MORE COMPLEX PATIENTS AND SUSTAIN
EXCELLENT PATIENT CARE?
• Get creative
• Will require additional support for sleep technologists. Night time support
• Remove on the fly scoring.
• Decrease cleaning responsibilities.
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THE REFERRAL PROCESS
• It should be smooth and seamless.
• Time it takes for the referral to be processed. Within 24 hours is ideal.
• What is your time from completion of the sleep study to interpretation?
• Examine the process
• Referral cheat sheets, make their lives easier.
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COMMUNICATION
• Lunch and learns.
• Who is the direct contact (Liaison)
• Build trust with referrals
• Say what you do, more importantly do what you say.
• Follow up, Follow up and follow up.
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METRICS FOR TRACKING
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THE INFAMOUS NO SHOWS
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THE INFAMOUS NO SHOWS
• How to decrease no shows and increase encounters?• Increase volume and gross revenue.
• Auto confirmation calls.
• Educate patients of COVID mitigation strategies.
• HSAT, disposable options.
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EDUCATION IS NOT JUST FOR DIAGNOSIS AND TREATMENT/ NO
SHOWS • Who is educating the patient?
• When does that education need to happen?
• What happens when the patient has questions or concerns? To save that appointment.
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WHERE IS THE REVENUE?
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INCREASE REVENUE
• It is a necessity to schedule to capacity
• Decrease the now show rate
• Decrease now show rate = Increase capacity = increase revenue
• Round with employees to understand challenges
• What is the volume, under or over capacity and FTE’s
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DECREASE WASTE
• First….track supply usage and waste
• Educate technicians of proper use
• Technicians to document waste per night.
• Disposable supplies?
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HOW I DECREASED THE NO SHOW RATE
• Educated patients that have no questions show up
• Patients can be hesitant to ask the Physician questions
• Decreased the no show rate from 20-25 per month to 4 per month
• It does not matter if you schedule to capacity
• Sleep Technologists began confirming patients
• Do not want to lose shifts
• Can answer all questions related to their sleep study
• Immediately build trust
• Patients feel more comfortable and willing to keep their appointment
• Sleep Technologists don’t lose shifts
• It’s a win win!
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SLEEP LAB REVENUE 2016-2019
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100,000
200,000
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500,000
600,000
700,000
800,000
900,000
2016 2017 2018 2019 2020
Monthly Revenue Per Year
January February March April May June July August Sept October November December
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SLEEP LAB ANNUAL REVENUE
0
1,000,000
2,000,000
3,000,000
4,000,000
5,000,000
6,000,000
7,000,000
8,000,000
2016 2017 2018 2019 2020
Fiscal Year Fiscal Year to February
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ENCOUNTERS
0
500
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2016 2017 2018 2019 2020
Fiscal Year Variance Budget
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REVENUE
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PATIENT SATISFACTION AND THE PATIENT EXPERIENCE
• There has been a major shift in patient care.
• The differences have implications for quality improvement in healthcare.
• It is vital we understand the distinction between the two.
• Patient satisfaction is directly determined by the patient experience. Its not only about meeting their expectations. It is about how they feel after the appointment.
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PATIENT SATISFACTION
• Meeting the patients expectations for his or her encounter.
• A subjective healthcare measure.
• Patients can receive the exact same care, with differing satisfaction levels. Having differing expectations.
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PATIENT EXPERIENCE
• The range of interactions the patients have with the health care system.
• We all play a part.
• Scheduling (Phone)
• Patient service representative
• Medical Assistant
• Provider
• Anyone who comes in contact with that patient.
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SLEEP LAB PATIENT EXPERIENCE
• More contact with less people.
• Sleep Technologist play a huge role.
• Trust
• Communication
• Comfort
• Education and understanding
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SALES/ MARKETING
• You do not know what service to sell unless you understand the need
• Understand what referrals are struggling with
• What challenges are they having with other sleep centers? Identify what those are and do them better!
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THANK YOU!