How MDreferralPRO exposed a single problem with a referring provider, resulting in a positive business process change for the entire healthcare facility.

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How MDreferralPRO exposed a single problem with a referring provider, resulting in a positive business process change for the entire healthcare facility.

The Client:
One of the largest orthopaedic groups along the Gulf Coast with 20 orthopaedic specialists; 16 orthopaedic surgeons, 1 radiologist, 2 pain management specialists and1 physical medicine and rehabilitation specialist, are located in a 78,000 square-foot Orthopaedic Center on the campus of a Medical Center. The Clinic boasts a state-of-the-art orthopaedic specialty surgery center and a physical therapy center for excellence. It also provides care in multiple satellite locations.

The Challenge:
The challenge began with one simple fact: this organization has always placed a high priority on relationships with referring providers. The group implemented an electronic medical as well as established a physician liaison program; however, were still facing difficulty recognizing which referring providers were dissatisfied with their service. The clinic needed a way to share liaison notes with administration, prioritize which providers to call upon, and identify potential problems with referring physicians before the relationships were beyond repair.

The Solution:
MDreferralPRO was depended upon to identify downward trending provider referral patterns for this rendering clinic. Those providers whose patient referrals dropped below a defined threshold were placed at the top of MDreferralPRO’s Prioritized Provider List. Equipped with this strategy, the physician liaisons could easily identify which providers in the community were the highest priorities. They could then call upon those providers and share feedback from those meetings with clinic leadership, allowing the tracking of their efforts in the field.

The Findings:
MDreferralPRO identified a large, local primary care group as a facility where patient referrals were trending downward. The physician liaison promptly called on the group to discern any issues that the facility may be having with the rendering organization. Providers at the primary care group stated that they were unhappy with the way the rendering organization’s providers were delivering progress notes. The notes were either delayed, or not delivered at all. Therefore, the primary care group decided to stop sending patients.

The Results:
The clinic’s leadership used MDreferralPRO to quickly identify this progress note issue and how the problem with this primary care group was affecting referrals. They then took expeditious steps to fix the dilemma. By identifying the predicament with progress notes with this one large referring facility, it was brought to administrative attention to address this issue with all referring facilities. The solution then allowed the rendering group to implement a new electronic process for transcribing and delivering progress notes. As a consequence, not only did referrals from the primary care group increase, but also communication with other referring providers became timelier and more efficient.