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Abstract:
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Much of publicly reported health data depends on information gathered by, and about, a hospital's revenue-cycle operation---registration, patient placement, case management, coding, billing, and denial management. However, most hospitals lack a robust approach to assessing productivity and measuring process/outcome quality for these important functions. This paper summarizes one hospital's adaptation of basic statistical process capability to front-end revenue-cycle operations, with an emphasis on the change of perspective necessary to deploy an SPC model in health care, as well as a summary of major benefits obtained from the change, lessons learned, and recommendations to others in the hospital world. Emphasis is on process improvement and statistical perspectives, and not on statistical procedures.
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