HAP 410

Here are some major areas of concern.

The practice has experienced a 20% decline in patient, volumes, and revenue over the previous year.

Staff turnover is 40% compared to the industry standard of 20%.

Negative reviews are being posted on Google and Yelp by patients.

Days in Accounts receivable are 60 days, compared to the industry standard of 30 days. % of AR > 60 days are 40 %, compared to the industry benchmark of 15%.

Operating expenses have increased 15% over the previous year.

The practice is not participating in value-based reimbursement programs.

There is no marketing strategy or use of social medica in promoting the practice.

They are unhappy with their current electronic health record.

QUESTIONS ARE BASED ON COSTOMER SERVICES

How will success be identified, and improvements measured? Provide an example of a healthcare organziation who implemented a successful customer service program.