You started as the new Director of HIM last week. Your department began using workflow technology 6 weeks ago with a relatively new EDMS, which was implemented a year ago. With the implementation of workflow, the department started coding and analyzing charts online. Other tasks involved in the workflow are:
Notifying risk management of issues identified
Communications with physicians
Communications with business office
Communications with supervisor
Routing charts that meet criteria to performance improvement
One of the first things that you noticed when you started work was the stress level of the coders- they are panicking. You also found that the billing hold report is at $2.4 million, when the expected level is below $800,000. In a meeting with the coders, they all tell you that they hate using the new system. You also learn that much of their distress is a result of the fact that they were not involved in the selection or the implementation of the new system. In addition , they had only a short training period, so they do not feel comfortable using the system.
What would be the best way for the new HIM Director to proceed to resolve the problems?
What should the HIM Director do with future system selections to ensure that the same problems do not occur?