Piedmont Overlook Care Organization Case Study
Piedmont Overlook Care Organization Case Study Piedmont Overlook Care Organization (PPOCO) is a group of medical facilities that provide healthcare services across the Southeast. PPOCO first offered services in 1986 to address medical service needs in the local community. The goal was to provide comprehensive healthcare. It was also the goal to provide services beyond the traditional operating hours of primary care and other doctor offices. PPOCO focuses on total wellness that incorporates an integrative approach to optimize quality patient care. The mission of POCO is to promote community health by offering a collaborative approach to enhance healthy lifestyles, with cost effective, quality care. POCO is made up of 5 facilities with 10 specialties, 25 doctors, 4 directors, and a number of clinical staff and employees. Over 35% of Overland patients are uninsured. Organizational Challenges There has been a rapid growth of healthcare needs in the served areas of Overland Care in the past five years, which is fueled by patient demand for convenient, affordable care. Patients are looking for accessible healthcare that provide access to specialty services with minimal out-ofpocket costs. However, there are some current challenges that both reflect the Overland community and national trends.
Growing, over-saturation of emergency room services
Growth in patient volume is driven by demographic trends
Population of aging patients (over age 65) growing at significant rates
Cost of treatment for the POCO continues to rise – yet patient costs remain the same
Insurance costs rising – uninsured patients numbers rising
Financial profits for POCO down by 12% each year, for the past 4 years
POCO collections for patient balances are increasing
Compliance audits reveal issues with patient confidentiality and privacy
HIPAA training not completed as part of new employee orientation
Customer satisfaction rates steady but some significant flags related to ethics.
Technology system and electronic health record upgrades needed – interoperability not complete.
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