Company representatives discuss how their software systems for rehab professionals can address challenges, concerns, and changes in the New Year.
Compiled by Deborah Overman
The New Year is always a great time for evaluation—for pinpointing trends, evaluating what’s working, and setting new goals. What challenges does the New Year bring to managing rehab practices, and are their software systems up to the task? How are companies that produce practice management and integrated software systems meeting these challenges?
Representatives from software companies discuss this and more with Rehab Management.
Participants include Sharif Zeid, business director, MWTherapy; Rayna Lea, demand generation manager, Net Health; Holly Haberkorn, program coordinator, Netsmart Technologies Inc; Terrence Sims, chief strategy officer, Raintree Systems; and Heidi Jannenga, PT, DPT, ATC, co-founder and chief clinical officer, WebPT.
What does your company consider the major “hot topic” in practice management and integrated software for rehab facilities in 2023? What challenges or opportunities does that topic present for your software?
Sharif Zeid (MWTherapy):
We see the main central themes for 2023 as modernization and automation. A lot of practices are using legacy systems and looking to move into the modern age. MWTherapy is right there and ready to serve practices of all sizes with modern features like patient portal, online bill-pay, and more. Right behind that is the need for more automation to help practices do more with less staff. In part, this is just the progression of technology, but it’s also being driven by staffing challenges.
Rayna Lea (Net Health):
I believe missed visit prediction software is the major hot topic. Patient missed visits lead to poor outcomes and decreased hospital revenue. Forecast missed appointments by leveraging an intelligent prediction tool to mitigate patient missed visit risk.
Holly Haberkorn (Netsmart Technologies Inc):
Without a doubt, a hot topic for 2023 is software efficiency. Are you and your staff using all of the features that are available? Are you actively implementing technologies that will simultaneously enhance the user experience in the software and the patient experience in your clinic? Technology is not going away. If anything, it is only becoming more advanced. We see this as a wonderful opportunity to help clinics continue to catch up with the times and take advantage of everything that we have to offer.
Terrence Sims (Raintree Systems):
The mass exodus of healthcare workers is creating fiscal hardships, access to care problems, stress, and uncertainty in the U.S. healthcare system. We will need more care providers to treat the baby boomer generation, as this population continues to retire. In the next 10 years, we will see the need for physical therapy grow by 21%. Yet, in 2021, more than 21,000 caregivers left the profession. Solving these challenges requires the industry to prioritize an efficient and enjoyable work environment where providers can embrace their love of helping patients. In 2023, the industry must embrace technology as a solution to overcome these workforce challenges. By making technology investments providers will become more efficient, allowing them more time to spend with patients. Coincidentally, more time to spend helping people will only benefit therapy organizations who will be facing increased labor costs, reduced reimbursement, and changing care delivery models.
Heidi Jannenga (WebPT):
In 2023, rehab therapy practices will need to focus on the end-to-end patient experience. By that I mean focusing on the technology and resources available to help build loyal patient relationships, drive greater retention, and deliver exceptional health outcomes. This journey starts from the moment a patient decides to search for a rehab therapy practice and lasts all the way through their treatment. And with WebPT, rehab therapists can oversee all clinical, financial, and operational processes from one platform, helping them save time so they can focus on what they do best—treating patients.
Compliance is, of course, always important and can often seem daunting. What compliance changes in the coming year should therapists be aware of, and how can your software help them maintain compliance?
Sharif Zeid (MWTherapy):
Compliance is always a moving target, but the core fundamentals don’t change. Quality documentation that doesn’t take too much time is a cornerstone. MWTherapy was built for PT practices and has evolved over time as requirements have changed. Its customizability and settings really make it shine from a compliance and efficiency standpoint. We also have a full compliance toolbox built around the requirements of various insurance companies and more. Our tools and reporting provide hard features but also foster a culture of compliance.
Rayna Lea (Net Health):
Rehabilitation professionals have been hit hard with increasing regulatory requirements related to documentation, coding, and billing services over the last few years. When clinicians are not aware of the regulations, it can lead to claim denials, targeted audits, and even loss of reimbursement. Our software focuses on helping clinicians comply with documentation, coding, and billing rules using built-in safeguards to improve their compliance with these regulations.
Holly Haberkorn (Netsmart Technologies Inc):
Luckily, 2023 seems to be a quiet year when it comes to major compliance changes. In response to major changes in years past, we have always hosted an end-of-year webinar to discuss the upcoming changes and how TheraOffice will set each user up for success. Two big compliance topics that come to mind, although not new topics for 2023, are MIPS and assistant modifiers. Our development team works tirelessly to build hard stops, fail-safes, and other tactics to help maximize each clinic’s success, which is why our users continue to turn to us when new compliance and regulatory changes are released.
Terrence Sims (Raintree Systems):
Compliance always requires accurate record keeping and documentation. But that process needs to be as unobtrusive as possible to patient care. Looking into the future, we see a rapidly growing need for care providers and a growing patient population. The key to compliance will be simple technology solutions that allow providers the ability to spend more time with patients and less time in front of a computer.
Heidi Jannenga (WebPT):
Compliance can seem like a moving target for rehab therapy. Between all the regulatory changes and reimbursement cuts from CMS and other private payors, it can be really tricky to stay on top of compliance. But with automated updates and compliance safeguards, the WebPT platform makes staying compliant easy for treating PTs, OTs, and SLPs—no need to memorize pages of Medicare legalese. From 8-Minute Rule calculations and final rule update to therapy threshold-tracking and built-in NCCI edits, WebPT has you covered.
How important is it for rehab facilities to think about updating their software training or doing “refresher” training for staff? What options are available?
Sharif Zeid (MWTherapy):
It’s a great idea for practices to ensure that staff are kept up to date on systems to make sure that they are using those systems to the best of their ability and maximizing the tools. It’s not always just about how to use software but oftentimes how your practice uses that software specifically (sometimes referred to as implementation). Different practices have different ways of doing things, so teaching staff how your practice does things is paramount. A solid operating procedure and a central staff person who is competent are great options to keep staff moving in the right direction.
Rayna Lea (Net Health):
It is very importing to stay abreast of all updated features and technology changes. Refresher training is essential due to high staff turnover in the industry. It is important to have multiple super-users in your facility.
Holly Haberkorn (Netsmart Technologies Inc):
Technology plays a large role in the modern-day healthcare system. Between staff turnover and the constant development of new technologies, it is critical for staff members to take part in general refresher trainings, especially the ones related to new features, software updates, industry updates, etc. These trainings can provide a lot of valuable insight into different processes and workflows that could make a huge, positive impact on the way your clinic provides care. At TheraOffice, we take pride in the fact that we offer customized implementations as well as on-going training opportunities through our support team and free webinars.
Heidi Jannenga (WebPT):
Software training is always important, especially for those who are new to using it or are familiarizing themselves with a new update. That’s why WebPT offers comprehensive onboarding, training, and support services to ensure all WebPT users are getting the most out of our products. These trainings can easily be repackaged to serve as refresher courses for your staff to ensure each of them is documenting and billing the way that suits your current software framework and organizational workflows. Keeping your team on the same page is critical to clinical and business success.
Trade shows in 2023 will offer opportunities to evaluate the latest practice management software. How should rehab facility managers and directors prepare for those opportunities?
Sharif Zeid (MWTherapy):
We really recommend that folks looking for the latest practice management software really go through a thoughtful process working with potential vendors. At MWTherapy, we take our time with practices and make sure to show them in-depth demos and answer all questions transparently. This process takes more time than a trade show would usually allow, but it could be a decent opportunity to just get acquainted.
Rayna Lea (Net Health):
Do research before attending trade shows. Understand the benefits and value of each software solution you’re evaluating, and come prepared with questions for software sellers.
Holly Haberkorn (Netsmart Technologies Inc):
As the healthcare industry continues to evolve, rehab facility managers and directors must stay abreast of the latest technology to ensure their facility is up to date. Before coming to a trade show, it is important to evaluate current processes and determine what you are looking for in an EMR software. What are your needs? What are your current pain points? What are your dream features? What is your price point? Additionally, come with a list of questions that you and your staff members may have to ensure that the choice is made with some input from those working with/for you.
Terrence Sims (Raintree Systems):
Clinic leaders need to embrace the idea of leaning into technology to make their practices more efficient and effective. Patient populations are growing, but care providers have been leaving the industry. The solution to this growing problem is efficiency. At shows, leaders have the opportunity to assess their own opportunities for improved efficiencies and identify the tools to solve those challenges. But the key is having a realistic understanding of where opportunities for improvement lie.
Heidi Jannenga (WebPT):
Here are a few ways that practice managers and directors can get the most out of trade shows:
- Do your research on software platforms ahead of time and come prepared with questions.
- Know which companies are exhibiting. You can typically find a full list of exhibitors on the show’s website.
- Set up an appointment with an on-site representative to get a live demo in their booth.
- If you already have practice management software and want to see what else is out there, ask other vendors what’s new and/or how they’re solving specific issues that may plague your organization. RM
