2 2022 Provider satisfaction survey results Provider satisfaction is of utmost importance to El Paso Health (EPH) and is a key element of the quality improvement program. For the past 7 years, EPH has contracted with SPH Analytics, now Press Ganey, to conduct annual Provider satisfaction surveys. A random sample of Providers is selected to provide feedback on a variety of domains. Results are compared to the SPH Book of Business Medicaid percentiles. For the 5th year in a row, results of each domain of the 2022 survey significantly outperformed benchmarks, landing in the 95th percentile or higher. As always, we thank you for the quality care you provide our members, and we appreciate your continued cooperation in our ongoing quality initiatives. We look forward to improving our relations with all Providers and providing the best customer service. If you have any questions, please contact the Provider Relations Department at 915-532-3778. Do’s and don’ts of great documentation Great documentation can help keep you out of trouble with CMS, HHSC, and even with the courts if you ever have a malpractice lawsuit on your hands. Always make sure your documentation is complete, correct, and timely. Below are some brief Do’s and Don’ts for documentation: Do ■Check that you have the correct patient’s medical record before you document. ■Document any patient’s AMA or refusal to allow treatment or take a medication. ■Write “Addendum” and the date and time if you forgot to document something or are adding to the progress note. ■Document enough information to tell the whole story. ■Document during or shortly after the visit, not at the end of the day or another day. ■Document legibly, offering concise, clear notes that reflect the facts. ■Document what you report to other health-care Providers. ■Document all significant communication regarding a patient, including orders. ■Document your efforts to answer your patients’ questions. Don’t ■Blindly copy and paste standard entries or entries from the patient’s prior office visit. ■Wait until the end of your shift and rely on memory. ■Change the content of a medical record after the fact in a way that is inconsistent with the original content. HIPAA requires that electronic medical record systems today have an “audit trail” (a mechanism of documenting all changes to a medical record, including identifying when a document is changed, by whom, and what changes were made). ■Be imprecise. Avoid terms like “rule out” and “appears.” ■Write anything in an email, text message, or other electronic message that you would not be comfortable including in the medical record. ■Overuse automatic or pre-filled entries, which can lead to inaccuracies. When in doubt, reach out! If you suspect fraud, waste, or abuse, you can report it anonymously to El Paso Health’s toll-free hotline by calling 1-866356-8395. If you prefer to report directly to the state of Texas, you may do so online at https://oig.hhsc.state.tx.us/wafrep. resources Key Domains 2021 SPH Medicaid BoB percentile Overall satisfaction 95th Willingness to recommend 100th All other plans (comparative rating) 97th Finance issues 97th Utilization and Quality Management 98th Network/coordination of care 100th Pharmacy 100th Health Plan Call Center Service Staff 96th Provider Relations 97th
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