Auto CC - Improving Referral Communications through Automation

Session
Service Excellence

Authors
Pauline Hogan
Systems and Process Consultant
Franciscan Skemp-Mayo Health System

Shawn Dutchin
Referral Relations Coordinator
Franciscan Skemp-Mayo Health System

Description
During the fall of 2004, Franciscan Skemp Healthcare, Mayo Health System embarked on a project to improve communications with referring providers. Referring providers were frustrated with delays in receiving communications and follow up regarding treatment of their patients in the hospital and by specialist providers. Learn how Franciscan Skemp used information collected during the registration process and automate communications with referring providers and vastly improve customer satisfaction.

Abstract
During the fall of 2004, Franciscan Skemp Healthcare, Mayo Health System embarked on a project to improve communications with referring providers. One common complaint was that providers sent patients to see a Franciscan Skemp specialist, but did not receive timely notes and follow up information. Another source of discontenct was from regional providers whose patients were treated in our Emergency Department or the hospital. The regional providers did not feel they received timely informaiton regarding treatment of their patients in our facility. To resolve these issues, a team was developed to automate the process for distributing notes to primary care and referring providers, both inside and outside the Franciscan Skemp system.

Franciscan Skemp providers now have a referral communications inbox that appears when they log onto the internally developed Clinician Portal. This inbox contains links to dictated notes on patients they are either the primary care provider or referring provider for. The receptionists and admissions personnel throughout the system were integral to making this project possible. It is now part of the registration/admissions process to ask the patient who they normally see for their healthcare. This information is then entered into the registration system and that provider will then receive electronic information regarding that patient. Primary care providers who practice outside of our system will receive faxed copies of the notes distributed by the Physician Services office.