Audit success
The context for this entry (and what to read if you want to know if you'll skip this post)
So for part of my work I see pensioners who are eligible for free, or subsidised, hearing aids from the Australian federal government. Funnily enough the government likes to know it's money is being well spent so from time to time they audit those who provide these services.
The reason for my (internet) hibernation for the past two weeks was to get all my work checked, and corrected, before the audit began.
The audit was offically finished today, so now I can rest and relax... and enjoy my weekend
The early history
Because the company I work for began less than 12 months before I got there, one of the earliest things I had to do was send in three completed files for the office (hereafter referred to as OHS) to review. The files I had at that time weren't people I'd seen, even though I sent them in. The result from OHS was along the lines of "oh my god, these are terrible... we're coming by to unoffically go through and tell you what needs to be done differently". They did, and there was a lot to fix, a lot in the other person's files especially, and several little things in my own.
The lead up
So, although I've been doing things differently since then, and trying to stay on top of the paperwork, I knew the files were not in perfect order and I wanted them better - especially because this time the audit was for real. For two weeks (maybe even three), whenever I had a spare moment at work I was going through files, and making sure everything was in there. Last weekend I actually said to Alex that I was taking all of Sunday just to work on these files, and I did.
The last file was reviewed, and made ready on Wednesday. The auditors arrived Thursday at 12:40. Oh yes, and our work network partially died on Tuesday so I couldn't print anything at work from Tuesday morning (or Monday either because I was at another office where I can't print)...
The actual audit
I don't know if people know this or not, but I stuffed up one of my university (master's level) clinical prac exams. This audit was really scary because to me it was like having that exam all over again! Only with more patients and professional integrity riding on it.
But it was good actually. One patient didn't show, but the girl from OHS came in, sat in the corner, and made notes and ticks. It was probably better than the uni exam, because this time round I was allowed proformas so if I felt I was loosing control I could go back to them and check what else I needed to talk about. Gotta say seeing those ticks also made me feel a bit more calmer - especially the double ticks!!
I also was able to pick the OHS girl's brains about a patient (who came in) that I've been having a lot of trouble with - and there might be a hint of success there, which is a wonderful feeling. The one thing I miss being a solo clinician is there's noone around who you can ask "hey this is a situation I'm struggling with, what do you suggest I try next?"
The end result...
... is that there are still some little things to fix. *But* these are not little things that for the most part I am responsible for. I have to train the admin staff in how to do minor hearing aid repairs, but I think that will wait until I move across the hallway and can do that knowing exactly who my admin staff are going to be. I also need to start doing something called "Rehab plus" (what Alex upon hearing about it and what it means said was group therapy - and it basically is), but that will wait 'til we can comfortably fit in my rooms (which means wait until we go across the hallway).
It's really nice to be told you're doing a good job. And it's really nice to be told that when you know you're not doing it in the best commerical enterprise way, but you also know you got into allied health because you wanted to help people, not because you want to make money.
And lastly...
The funny bits to it
Being told by the other auditor (who went through files rather than sitting in appointments with me) that she'd rung several of my patients to ask what they thought of the services. Only to be hung up on with a "I no speak English. Good bye!" I get the same thing from these patients, and have to get the practice manager to ring them and speak in Italian for me. But I got bonus points because they realise what I'm working with.
Oh and being told that one of my patients said they really liked their hearing aids "because when I need them up I can turn this and it goes up, and when I need them down I can turn this and they go down" (or something like that... it sounded really cute when they told me). Amazing the difference a volume control can do for people.
Being told I got an extra "gold star" for having things translated into Italian for my patients.
Being given an extra "gold star" for being an auditory learner - because we're a minority and the girl from OHS said we need to stick up for each other :)
Getting praised for being able to explain things clearly, without jargon, to patients. Such a critical skill to have and I'm glad someone thinks I'm doing ok with it.
Having had one hearing test patient, who basically needed everything done (including masked bone), and getting that remarked upon in the write up of the audit i.e. that I do the correct testing! Unlike some others whose files were the reason this whole thing began :)
So for part of my work I see pensioners who are eligible for free, or subsidised, hearing aids from the Australian federal government. Funnily enough the government likes to know it's money is being well spent so from time to time they audit those who provide these services.
The reason for my (internet) hibernation for the past two weeks was to get all my work checked, and corrected, before the audit began.
The audit was offically finished today, so now I can rest and relax... and enjoy my weekend
The early history
Because the company I work for began less than 12 months before I got there, one of the earliest things I had to do was send in three completed files for the office (hereafter referred to as OHS) to review. The files I had at that time weren't people I'd seen, even though I sent them in. The result from OHS was along the lines of "oh my god, these are terrible... we're coming by to unoffically go through and tell you what needs to be done differently". They did, and there was a lot to fix, a lot in the other person's files especially, and several little things in my own.
The lead up
So, although I've been doing things differently since then, and trying to stay on top of the paperwork, I knew the files were not in perfect order and I wanted them better - especially because this time the audit was for real. For two weeks (maybe even three), whenever I had a spare moment at work I was going through files, and making sure everything was in there. Last weekend I actually said to Alex that I was taking all of Sunday just to work on these files, and I did.
The last file was reviewed, and made ready on Wednesday. The auditors arrived Thursday at 12:40. Oh yes, and our work network partially died on Tuesday so I couldn't print anything at work from Tuesday morning (or Monday either because I was at another office where I can't print)...
The actual audit
I don't know if people know this or not, but I stuffed up one of my university (master's level) clinical prac exams. This audit was really scary because to me it was like having that exam all over again! Only with more patients and professional integrity riding on it.
But it was good actually. One patient didn't show, but the girl from OHS came in, sat in the corner, and made notes and ticks. It was probably better than the uni exam, because this time round I was allowed proformas so if I felt I was loosing control I could go back to them and check what else I needed to talk about. Gotta say seeing those ticks also made me feel a bit more calmer - especially the double ticks!!
I also was able to pick the OHS girl's brains about a patient (who came in) that I've been having a lot of trouble with - and there might be a hint of success there, which is a wonderful feeling. The one thing I miss being a solo clinician is there's noone around who you can ask "hey this is a situation I'm struggling with, what do you suggest I try next?"
The end result...
... is that there are still some little things to fix. *But* these are not little things that for the most part I am responsible for. I have to train the admin staff in how to do minor hearing aid repairs, but I think that will wait until I move across the hallway and can do that knowing exactly who my admin staff are going to be. I also need to start doing something called "Rehab plus" (what Alex upon hearing about it and what it means said was group therapy - and it basically is), but that will wait 'til we can comfortably fit in my rooms (which means wait until we go across the hallway).
It's really nice to be told you're doing a good job. And it's really nice to be told that when you know you're not doing it in the best commerical enterprise way, but you also know you got into allied health because you wanted to help people, not because you want to make money.
And lastly...
The funny bits to it
Being told by the other auditor (who went through files rather than sitting in appointments with me) that she'd rung several of my patients to ask what they thought of the services. Only to be hung up on with a "I no speak English. Good bye!" I get the same thing from these patients, and have to get the practice manager to ring them and speak in Italian for me. But I got bonus points because they realise what I'm working with.
Oh and being told that one of my patients said they really liked their hearing aids "because when I need them up I can turn this and it goes up, and when I need them down I can turn this and they go down" (or something like that... it sounded really cute when they told me). Amazing the difference a volume control can do for people.
Being told I got an extra "gold star" for having things translated into Italian for my patients.
Being given an extra "gold star" for being an auditory learner - because we're a minority and the girl from OHS said we need to stick up for each other :)
Getting praised for being able to explain things clearly, without jargon, to patients. Such a critical skill to have and I'm glad someone thinks I'm doing ok with it.
Having had one hearing test patient, who basically needed everything done (including masked bone), and getting that remarked upon in the write up of the audit i.e. that I do the correct testing! Unlike some others whose files were the reason this whole thing began :)