Protecting sufferers in a supplier’s community has turn into much more of a precedence as well being programs look to rebound from the COVID-19 pandemic, in accordance with a brand new survey.
Virtually all the 138 well being system and hospital executives surveyed in January and February stated minimizing so-called “affected person leakage” was a precedence in 2020, which is when sufferers migrate to a different well being system or once they do not comply with by on referrals. However many organizations are usually not ready to fight that migration, as round 40% of executives weren’t assured they’d the power to trace how sufferers movement out and in of their programs, in accordance with a survey commissioned by Central Logic, which helps programs handle referral networks.
“Pre-pandemic this was a giant subject—well being programs had been shedding billions of in misplaced income from affected person leakage,” Central Logic CEO Angie Franks stated. “This can be key for value-based care. Add within the pandemic and it turns into much more crucial.”
Well being programs have continued to accumulate doctor teams, which provides layers to their already intricate referral community. If in-network supplier lists aren’t up to date regularly or if IT infrastructure is not optimum, well being programs usually lose monitor of sufferers and care can undergo.
Consequently, most accountable care organizations, as an illustration, lose about $200 million to $500 million per 12 months as a consequence of community leakage, one estimate reveals.
COVID-19 has raised the extent of urgency. Well being programs and hospitals misplaced key income sources as non-urgent surgical procedures have been intermittently delayed whereas organizations braced for COVID-19. Emergency division quantity has been the slowest to get better, which is a main referral supply.
Previous to the pandemic, three-quarters of executives surveyed stated affected person leakage was a big impediment to assembly monetary objectives.
“You’ll be able to’t reduce your manner out of this drawback,” Franks stated. “You need to remedy more durable issues and put in place a basis of controls for referrals. The worth of each affected person is extra crucial than ever earlier than.”
The most typical impediment to retaining sufferers is competitors, in accordance with the survey. Sufferers will go to different suppliers that provide a extra streamlined affected person expertise. The following most prevalent points had been service line gaps, sluggish acceptance and space physicians who are usually not conscious of the accessible companies.
A typical answer has been to extend the variety of entry factors by shopping for extra physicians. However community configuration usually lags, stated Jimmy Burnett, a accomplice at consultancy Guidehouse.
“They purchase up a bunch of practices after which discover out that 60% of their specialty referrals are going to a competing hospital—then they’re cooked,” he beforehand advised Fashionable Healthcare.
Whereas practically 80% of executives have been making an attempt to enhance affected person retention for greater than three years, solely 55% had the instruments to handle the problem, Central Logic discovered. About 30% of C-suite leaders weren’t assured that their group may monitor what number of sufferers left their system.
Well being programs ought to deal with their group like a enterprise, and put money into the expertise and help to spice up their service-line operations, Franks stated.
“Well being programs should lock up their primary-care base and referral community to allow them to function as a system of care quite than a set of particular person fiefdoms of hospitals,” she stated.