Accountability in Delivering Great Patient Outcomes

By Jillian Racoosin July 24, 2018

Accountability across the healthcare ecosystem is imperative to its inhabitants. As a member of the Client Success team at Force, I am accountable for ensuring a positive and productive Force experience for our clients. Our team has processes in place to listen to and understand our customers' workflows and needs - and then to be responsive, resourceful, and accountable in finding strategic [people/software/system] solutions to their challenges. The follow-through is foundational and necessary for our role. Force is a strong and effective product -- as well as a knowledgeable and proven service.

Being able to prove ourselves and our efficacy is core to Force’s mission. Every team member is accountable to our stakeholders -Patients, Providers, and Executives. We all play a key and measurable role in our mission to provide an evidence-based platform and implementation plan that will enable healthcare systems to deliver quality care to their patients while reducing costs and inefficiencies.

Force collects a massive amount of data, which we funnel into features for our clients, such as Patient Progress, Surgeons Stats, Executive Dash & Reporting, Force Research, & Hospital Scorecards. This helps our clients be accountable to their patients. We also use this data to measure patient connectivity internally. This holds us accountable to our clients and to partnership goals.

Data on the quality and cost of health care services is becoming more transparent across the landscape. New medicare payment models increasingly hold providers accountable for patient care, using hospital experience surveys (HCAHPS) as metrics for reimbursement. This, along with the increasing role that patients play as a consumer of healthcare, make the ability to create and collect stellar outcomes critical, while making providers more accountable to their patients than ever before.

The  “Wear the Cost” initiative in Maryland is an example we love. Through this program, the Maryland Health Care Commission is providing their cost and quality information publicly so that patients and providers are aware of how cost and quality differ among hospitals. As they state on their site: “With this information, everyone in Maryland can join a statewide conversation to better understand the differences in cost and quality that exist, work together to find solutions to reduce those differences, and help patients make the best choices for their care”  

Knowledge is power. I love being part of a team that can empower its clients and itself through evidence -- holding us all more accountable to delivering great patient outcomes.  

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