The difficulty of managing a single-location practice increases exponentially as new locations get added. However, in today’s market due to increasing competition and reducing revenues, adding new practices and expanding has become the need of the hour. Let us explore the challenges that you come across as you expand your practice and arrive at potential solutions to these problems.
Challenges in expansion:
- Lack of operational control: Being geographically distant reduces the efficiency of your day to day management and you become increasingly reliant on systems to compensate.
- Scalability of work-flows and processes: Most single location practices run on improvised systems which may not work well in scale. The moment the system scales, many gaps become visible. It is important to change your workflows to ones that suit your requirements.
- Problems with coordination and communication: Your patients would expect the same experience in all your locations. It becomes important to share information and transfer documents regularly between these locations.
- Problems with efficiency: Suddenly, all your efforts to fill up the open scheduling slots are not enough. You have an increase in production and your marketing should increase multiple-fold to be able to cope up with the added production capability.
- Problems with people management: This is especially a problem in ensuring compliance to various redundant tasks that are essential for a multi-location practice but have not been necessary when you were running a smaller practice.
- Cash-flow: This is perhaps the most important problem to prepare for. Your overheads suddenly go up and you should have enough cash being generated to drive the new location to break-even.
- Record keeping and data security: This becomes increasingly difficult as the processes get more and more complex and there are additional points that bring vulnerability to your data.
- Reporting: It becomes difficult to get face to face quick summary reports from your team. A well planned reporting structure and processes are needed to keep the practice in its optimum functioning. The importance of data analytics and tracking becomes more important.
How can practice management systems assist in solving the problems of scaling?
There are several features that can help you manage a multi-location practice. However, the most important ones to look at come under the following:
Establishing better control:
Modern systems can help you establish better control over all aspects of your practice by features such as:
- Multi location management: Add, remove or deactivate locations, providers, users and chairs into the application setup, all from a central setup console.
- Access control & permissions: Enjoy easy and centralized control over user permissions as roles and responsibilities of users evolve over time.
- Centralized scheduling: Set up the calendar for your practice across locations and customize to suit the exact needs of the practice and the staff.
- Single patient record: View patient records at any location, by any provider and ensure that all users always view up-to-date and same patient information.
- Single provider record: Give providers the freedom to work across locations and track treatment procedures across locations with a single provider record.
- Care protocol management: Centrally create templates for care notes and configure clinical settings across locations to ensure unified care coordination
- Clinical asset management: Centralize the storage and viewing of X-Rays and scans on the cloud through an integrated imaging solution from apteryx.
- Document management: Maintain and access clinical, financial and patient related documents across locations through a central repository.
Practice management systems ensure your workflows are streamlined, whether they are shared between departments or locations. The following features are helpful in streamlining operations:
- Clinical decision support: Recommend better treatment plans to patients on the basis of similar patient profiles, leading to higher case acceptance rates.
- Integrated patient portals: Capture patient information using an online patient portal which can also be used by patients to make payments and confirm appointments.
- Integrated patient engagement: Set up automated communications via sms / email for appointment confirmations, festive greetings and recall reminders.
- Collaboration portals: Securely collaborate with patients to share reports, plans and financial documents through a secure patient portal.
- Secure messaging: Ensure collaboration and exchange of ideas through instant and direct exchange of messages without any security breach.
One of the quickest ways to get around the hassles of adding new locations is to automate as many workflows as possible. We are listing down few of the automations that can greatly enhance your efficiency:
- Business rule manager: Set up a rules engine to prompt users across all locations to reduce errors and ensure better process control.
- Workflow manager: Manage and automate a variety of routine tasks and office workflows across all locations using a central workflow manager.
- Marketing automation: Engage with existing patients and acquire new patients through automated marketing campaigns across web, email and social media.
- Patient communications: Automate patient communications across modules for functions such as clinical follow ups, appointment confirmations and festive greetings.
- Auto scheduling: Automatic prompts suggesting the best possible date, time and provider combination for an appointment.
- Online & Custom forms: Customize and integrate patient intake forms on the web and automate the capture of patient information.
- Patient surveys: Automatically email patient surveys after appointments and prompt them to rate the practice experience online.
- Automatic report generation: View reports that are generated automatically on the basis of defined rules and triggers of locations, providers and modules.
- Personalized dashboards: Automatically create personalized and data rich visual dashboards to keep users focused on their goals and metrics.
Revenue Cycle Management:
These features are equally important while looking at a scalable practice management system. A bad revenue cycle management combined with sudden expansion is the recipe for disaster. Look for these advanced revenue cycle management functionalities in your practice management system:
- Auto eligibility verification: Automatically verify insurance eligibility of patients through real time connectivity to thousands of payers and plans.
- Electronic claims: With real-time eclaims and advanced billing rules, identify issues before submission and get more claims paid on the first attempt.
- Auto ERA posting: Based on a set of remittance posting rules, auto post ERA’s and only have manual intervention to handle exceptions.
- Auto collections & follow ups: Send details of defaulting patients automatically to clearing houses and ensure quicker collections from such patients.
- Central insurance management: Maintain a single database of employers, carriers, plans, fee schedules and collection agencies for all locations.
- Central billing office: Create workflows around a central billing office responsible for centralized claim creation and payment processing.
- Reporting & Analytics: Aggregate data from multiple sources and enable centralized reporting across clinical, financial and administrative workflows.