Accountability Breeds Response-Ability - What's Your Policy?

Presenter: Madhura Chandak Bajaj, Executive Director - Clinical Integration, JPS Health Network, Fort Worth, TX, USA

Keywords: Clinical Documentation, Optimization, Chart Deficiency, Physicians

Industry: Healthcare

Level: Intermediate


The business of Health Care is fascinating! At times, it poses unique and somewhat convoluted challenges to its customers and stakeholders. This presentation provides key insights into JPS Health Network’s journey to effective chart deficiency management using Lean principles and the DMAIC process. The team’s success story underscores the power of healthy and rigorous dynamics between people and process leading to astonishing triumphs in performance.

Reducing the volume and age of outstanding open encounters is a problem that every healthcare organization faces on a daily basis. An open encounter is a patient visit wherein notes in a patient’s chart are incomplete. Typically, this is due to missing elements in the clinical documentation. When documentation is incomplete, quality of patient care, patient relations, and financial reimbursement are impacted.

The presentation offers insights into the team’s out-of-the-box ideas and uncharted routes to create high visibility, enhanced support, and development of heavily engaged teams. The approach emphasizes the importance of trust building and engaging subject matter experts. JPS’ Health Information Management (HIM) team partnered with the clinical providers, medical staff committees and information technology (IT) and reporting teams. The team created a culture of trust between the administration and medical staff. Extensive root cause analysis, accurate and valid data analytics, effective communication and process measures have resulted into dramatic reduction in outstanding open encounters. Through accountability and non-punitive collaboration, the team has sustained the gain! The strategy has led to higher medical record completion rates; ultimately enhancing the quality of patient care and financial stewardship. The success roadmap with Lean and DMAIC highlights the significance of “putting people first” and “meeting people where they are” while leading change with a diverse group of stakeholders.