Author Archive for Infusion Solutions

WAIT…CMS DID WHAT?!

Congress finally made some progress towards providing home infusion services to Medicare patients back in 2017 when they passed the 20th Century Cures Act. They opened up the opportunity for patients with heart failure, cancer, and the immunocompromised (billed under Part B) to get services through an agency such as Infusion Solutions. Patients love this, and it saves Medicare money versus sending these patients to more costly sites of care such as skilled nursing homes or hospitals. This benefit is slated to begin in January 2019.

But CMS (Center for Medicare Services), the government body that implements the aforementioned law, is interpreting Cures in a vastly different way then what Congress intended. In short, they are suggesting that reimbursement for home infusion is only billable on the day when an RN shows up at the residence to do the infusion, which is generally once per week. This reading of the law disregards the “behind-the-scenes” professional services that go into managing patients the other 6 days of the week, including sterile compounding of medications, care management, pharmacy services, lab reviews, updates to the patient plan of care, and more. If CMS doe not change the way they implement the Cures Act, it will essentially eradicate the home infusion benefit that Congress specifically wrote the law to protect. No infusion company can survive on one billable day of service.

All of this is quite baffling and a bit hard to believe.

BUT…all is not lost. We are in the last stages of the comment period for CMS, and so they need to hear from YOU. Voice your concerns to CMS and to your members of Congress, and tell them to get this right for patients. It is critically important to do this NOW, as the comment period ends on Aug 31st.

Below is a link to a site which will allow you to do just that. Take a moment to make your voice heard. Feel free to customize the letter (that is impactful) but if you do, make sure your letter contains the following sentiment:

CMS should define “infusion drug administration calendar day,” for both the temporary and the permanent payment, to include the broader set of professional services including pharmacy services (such as drug preparation and dispensing), case management, nursing services, and other professional services. CMS also should broadly define infusion drug administration calendar day to include “home infusion professional services” and remove the physical presence requirement.

Got it? Good! NOW GO DO IT!

http://www.nhia.org/Part_B_Reimbursement/take_action_b.html

THANK YOU!

REFERRAL SOURCE SATISFACTION 2018

Each year, we reach out to our referral partners and ask them to fill out a satisfaction survey. We do this in order to satisfy the requirements of our accrediting body (ACHC) and in order to get better–it is our number one priority to ensure our patients and referral partners are happy. We could not exist without them!

Our survey is 10 questions, and available on-line for our partners convenience. We reached out to a wide variety of sources, including hospital discharge planners, physician offices, oncology centers, home health and hospice partners, skilled nursing homes, and more. We had 38 surveys returned.

We are happy to report our 2018 results. Our average score across all questions was 4.65/5! This is a great testament to the entire team, from reception, to pharmacy technicians, to nurses, to reimbursement, and delivery drivers. Everyone here contribute to the overall experience, and 4.65/5 is getting pretty close to perfect…definitely an A!

The full results are below. Thanks to all who provided feedback, we appreciate it!

2018 REFERRAL SOURCE SATISFACTION SURVEY RESULTS

Q1: MAKING A REFERRAL TO INFUSION SOLUTIONS IS SIMPLE AND STRAIGHTFORWARD.

 

Strongly Agree Agree Neutral Disagree Strongly Disagree N/A Total Weighted Average

Weighted Average

76.32%

29

23.68%

9

0.00%

0

0.00%

0

0.00%

0

0.00%

0

 

38

 

4.76

 

COMMENTS:

 

Q2: HOW WOULD YOU RATE THE CUSTOMER SERVICE WHEN YOU CALL INFUSION SOLUTIONS?

 

Excellent Good Average Poor Very Poor N/A Total Weighted Average

Weighted Average

86.84%

33

13.16%

5

0.00%

0

0.00%

0

0.00%

0

0.00%

0

 

38

 

4.87

 

COMMENTS:

I really appreciate that someone is always available, even on the weekends!!

Everyone is so nice and helpful!

 

Q3: WHEN I MAKE A REFERRAL TO INFUSION SOLUTIONS, I GET A CALL BACK IN A TIMELY MANNER REGARDING ACCEPTANCE OR DENIAL OF THE REFERRAL.

 

Strongly Agree Agree Neutral Disagree Strongly Disagree N/A Total Weighted Average

Weighted Average

71.05%

27

26.32%

10

2.63%

1

0.00%

0

0.00%

0

0.00%

0

 

38

 

4.68

 

COMMENTS:

Chuck and Lynn are amazing at getting back to case management about insurance, patient costs, etc. very quickly

Same day if not the following day in the morning.

I usually hear back in a couple of hours. Occasionally it is the next day, but this hasn’t been a barrier to care.

 

 

Q4: IF MY PATIENT HAS INSURANCE BARRIERS FOR HOME INFUSION, INFUSION SOLUTIONS OFFERS A THOROUGH EXPLANATION AND ALTERNATIVE SOLUTIONS FOR INFUSION CARE.

 

Strongly Agree Agree Neutral Disagree Strongly Disagree N/A Total Weighted Average

Weighted Average

56.76%

21

32.43%

12

10.81%

4

0.00%

0

0.00%

0

0.00%

0

 

37

 

4.46

 

COMMENTS:

LOVE this! Chuck is extremely helpful in explaining benefits and alternative options.

Very informative.

 

Q5: IT IS EASY TO REACH INFUSION SOLUTIONS AFTER HOURS TO MAKE A REFERRAL (ON EVENINGS AND WEEKENDS).

 

Strongly Agree Agree Neutral Disagree Strongly Disagree N/A Total Weighted Average

Weighted Average

39.47%

15

26.32%

10

10.81%

4

0.00%

0

0.00%

0

34.21%

13

 

38

 

4.38

 

COMMENTS:

I usually call during business hours weekday

I do not work eves and weekends, so I am not aware of this.

I have never called after hours

I’m not responsible for anything related to after hour or weekends

 

Q6: THE LIAISON SERVICE OFFERED BY INFUSION SOLUTIONS MAKES THE DISCHARGE PROCESS EASIER FOR MY PATIENTS AND I.

 

 

Strongly Agree Agree Neutral Disagree Strongly Disagree N/A Total Weighted Average

Weighted Average

60.53%

23

15.79%

6

2.63%

1

0.00%

0

0.00%

0

21.05%

8

 

38

 

4.73

 

COMMENTS:

 

I am not sure of this service…but usually get assistance by pharmacy

In my clinic RN role, I currently am not responsible for hospital discharge transitions. PS, grammar rules say, “…my patients and me”.

Chuck makes this look easy. Would not change a thing. He seems to always be there when we need him.

I can’t speak highly enough about the liaisons! All we have to do is give them a facesheet and everything else is taken care of, they talk to the patient, explain everything, coordinate with physicians etc, and I don’t have to be the middle man!

Chuck is a life saver and makes the referral process and discharge planning very easy.

The liaison is always in the right place at the right time. I love their willingness to step into a patient’s room to demystify the process.

 

Q7: MY PATIENTS SEEM SATISFIED WITH THE SERVICES THEY RECEIVE FROM INFUSION SOLUTIONS.

 

Strongly Agree Agree Neutral Disagree Strongly Disagree N/A Total Weighted Average

Weighted Average

63.16%

24

34.21%

13

2.63%

1

0.00%

0

0.00%

0

21.05%

8

 

38

 

4.61

 

COMMENTS:

 

Patient’s always go back to your service if used before.

Our patients are always so thankful for the nurses and staff at IS

I never get feedback

Pt very happy with the service they receive from Infusion Solutions.

 

Q8: I AM FULLY AWARE OF ALL OF INFUSION SOLUTIONS SERVICES, BOTH AT HOME AND IN THEIR INFUSION SUITES.

 

 

Strongly Agree Agree Neutral Disagree Strongly Disagree N/A Total Weighted Average

Weighted Average

39.47%

15

28.95%

11

18.42%

7

7.89%

3

0.00%

0

5.26%

2

 

38

 

4.01

 

COMMENTS:

 

I know what I need to know about OB; I have less knowledge about cancer, other areas.

I only refer patients to home services in our area.

I have only referred pts for 5-fu and home hydration. If there are other services to utilize for my patient population that would be nice to know.

 

Q9: I WOULD RECOMMEND INFUSION SOLUTIONS TO PATIENTS AND OTHER PROVIDERS FOR INFUSION SERVICES.

 

 

Strongly Agree Agree Neutral Disagree Strongly Disagree N/A Total Weighted Average

Weighted Average

84.21%

32

13.16%

5

2.63%

1

0.00% 0.00%

0

0.00%

0

 

38

 

4.76

 

COMMENTS:

 

I have all the confidence in the world for your services. Love that you are local and such an important part of our community! We need you. 🙂

MEET CORTNEY!

Cortney Howell is our newest addition to the Reimbursement Team. She could not have come at a better time–her 18 years of infusion reimbursement experience will prove invaluable to our ever-growing business.

Cortney’s childhood was full of motion and movement. She was born in New Orleans, but her father’s law enforcement work moved the family to Memphis, Vancouver BC, and finally…Blaine, WA. She graduated high school as a Borderite in 1997 and then took to the road, ending up in Kansas City working for a home health company. She liked the work, and proved quite adept, so when she came back to the Northwest after a few years, she landed a job with Option Care in their Bellingham location.

She continued to develop her skills within the industry, and was ultimately offered the reimbursement manager position in the Kennewick, WA office. She spent four years there, but decided to come back to Marysville to be closer to family. She remained at Option Care until early 2018, and has now begun her next career phase with us at Infusion Solutions. Yay! Over the past 20 years, Cortney has done just about all there is to do in infusion/home DME reimbursement, and we are excited to tap into her vast experience. She is a self-starter, an industrious worker, and a real pleasure to have in the office.

Outside of work, Cortney enjoys gardening, scrapbooking, music, and travel. She is married with two boys, ages 22 and 11. The older boy stands an impressive 6’7” tall, lives locally, and works for Coke. The younger boy is a sports fan and enjoys playing lacrosse the most. The family is rounded out by their two dogs, Cash and Willow.

Cortney’s favorite concert of all time is the Garth Brooks show she saw last year, but she is going to Pearl Jam in the very near future…so maybe her love of grunge will supplant her love of Garth.

Welcome Cortney!

 

SUCH AN AWESOME GROUP OF NURSES

I have never been around such an awesome group of nurses–they were all so very nice. And an extra special thank you to Meghan–you were the best ever thank you for your treatment. You are the best at what you do! -TR, Mt. Vernon

SKEPTICAL AT FIRST…

I was skeptical at first since I never had any experience with Infusion Solutions before. Once I came in and received extraordinary care, I was so content. The nurses are all helpful, professional, respectful, friendly, and knowledgeable. I really enjoyed talking to each and every one of them. Thank you to the team at Infusion Solutions! -RG, Sumas

VERY CARING

Laurie did an exceptional job. Very caring, professional, and cute too. Thank you for all the great care! -JJ, Arlington

WAY BEYOND THE TYPICAL EXPERIENCE

Everyone at Infusion Solutions is very friendly, helpful, and professional. I’ve been to many medical offices/facilities and Infusion Solutions has been way beyond the typical experience. I usually have to be on top of everything myself to make sure things get done but Infusion Solutions takes care of everything for you. I love the staff and felt like they became my friends. I’m really going to miss Shyloh and Rachael. -KI, Bellingham

100% CANCER FREE!

Thank you for everything! I am 100% CANCER FREE! -DH, Anacortes

GREAT IV SKILLS

The whole process was comfortable, easy, and efficient. I also appreciated that the RN had great IV skills. Thank you! -RB, Burlington

SPOT ON

Absolutely spot on every time. – SV, Everett