LAS VEGAS — Documentation is key in the effort to improve processes and compliance, according to James Lawson, outreach development manager for the American Board for Certification in Orthotics, Prosthetics and Pedorthics.
“You do this every day. This is your life. This is your profession. You live this, you breathe this, you do this every single day. Unfortunately sometimes the documentation is missing. And with CMS, is the documentation is not there, that means [officials will assume] you did not do it,” Lawson told O&P business owners at the American Orthotic & Prosthetic Association National Assembly, here.
In addition to the required documentation, Lawson said patient satisfaction surveys are an important way to help improve an O&P business, and they should be collected right after a visit rather than a month later.
“You want to get that information, the feedback, as quickly as possible. You want it fresh in their minds,” he said, adding that if surveys are presented with sincerity about a desire to improve the business, most customers will be willing to complete them. Business owners should aim for a 33% return rate, he said.
Business owners cannot stop at collecting surveys, he said. They need to use them to develop an action plan and address all concerns.
“If something negative is in there, jump on that as quickly as you can. Do not let it fester. Take care of it as quickly as possible,” Lawson said.
O&P business owners also need to keep up with all safety standards and he advised holding regular fire drills and checking fire extinguishers often.
Lawson also emphasized the importance of implementing processes to deal with billings and claims.
“Our surveyors will come through to make sure your clinical narrative is matching your billing. If you submit claims and they are rejected, and there is not a process for you to resubmit it and fix it, that is a red flag. Please have a process,” he said. — by Amanda Alexander
For more information:
Lawson J. Improving your business processes and compliance. Presented at: American Orthotic & Prosthetic Association National Assembly; Sept. 4-7, 2014; Las Vegas.
Disclosure: Lawson has no financial disclosures.