Increasing provider retention rates

Aug. 7, 2012 - PRLog -- In a case study published by the American College of Medial Practice Executives, it was found that a well communicated orientation process and monitored follow-up with providers correlated with prolonged retention. Additionally, a well executed orientation has proven to be a critical part of establishing upfront expectations for incoming providers.

The study followed a facility’s transition from a fragmented on-boarding process, to a formal and organized orientation. Following the transition, incoming providers reported less confusion and incorrect assumptions about the facility, as well as a higher job satisfaction rate among the staff. The study notes that when planning an orientation, facility managers should keep the provider’s satisfaction and retention as the primary goal throughout the on-boarding process. It is recommended to involve the provider’s spouse in major decisions, keep everyone in the facility on the same page in regards to the new provider, and ask for feedback following orientation to improve on the experience of the next batch of newcomers.

Each quarter, The Delta Companies releases the Customer Experience Index— a metric sent to customers requesting feedback on the services provided by the company. According to feedback from the survey, facility managers have expressed a desire for providers to ramp up quickly and have a comprehensive understanding of policies and procedures within the facility, such as use of electronic medical records (EMR) and billing requirements. Providers paralleled this desire, requesting better knowledge upfront of facility routines and more in-depth working relationships with other facility employees. This mentality is true of both permanent positions, as well as Locum Tenens openings.
It is important for new providers to understand facility processes to assure records are kept up to date, particularly in face of the upcoming 2015 mandate to convert all medical records into electronic format. Since each EMR system functions differently, it is the facility’s responsibility to ensure their providers are knowledgeable of their system. While most facilities have an orientation process in place for long-term providers, those utilizing Locum Tenens positions commonly underestimate the value of a full orientation for temporary services.

Even with a short-term assignment, it is important to take the time upfront to complete proper provider orientation, so that complications do not arise later. In addition to administrative policies, facilities can introduce Locum Tenens providers to the organization’s values and culture. Expectations need to be clearly presented prior to the start of an assignment, and incoming providers should also be given the opportunity to familiarize themselves with other staff members. The length and depth of each orientation process is dependent on the needs of a facility, and the perplexity of an assignment. For a few helpful tips on constructing the orientation process that fits with the complexity your organization, check out The Delta Companies third quarter 2011 edition of The Standard (http://www.tdcpeople.com/ARCHIVE/Standard/TheStandardQ320...).

Following an assignment, facilities can also perform an off-boarding process, or debriefing. This gives facilities and providers the chance to tie up any lose ends regarding the assignment (i.e. turn in badges, beepers, etc.), as well as ensure all documentation is completed. For example, facility managers can have a provider set aside a two-hour window during the final day of their assignment to sit down with an administrator and walk through billing, charting, and any exit procedures specific to completing the assignment. This practice will eliminate incomplete or incorrect charting to ensure that billing and facility reimbursement procedures are accurately submitted.

-James Heil, Robert Goin, and Lydia Fort; The Delta Companies