Overview
Hancock Health found itself at a familiar crossroads with its wound care program. Despite a commitment to excellence in patient care, they recognized an opportunity to improve efficiency and maximize financial performance. Having previously worked with Outpatient Integrated Strategies (OIS), Hancock Health decided to re-engage with them, aiming to leverage OIS’s expertise to address their evolving needs.
Committed to continuous improvement, Hancock Health recognized opportunities to enhance their wound care services by renewing their partnership with OIS. They specifically highlighted OIS’s specialized expertise in coding and operations.
As Jason Wells, Executive Director of Outpatient Services and Mayo Clinic Care Network Relationship at Hancock Health, reflected on the situation: “Hancock Health does many service lines justice. We take amazing, high-quality care of our patients, but sometimes we need the experts—and OIS is the expert that helps us to be even better than where we were.”
“We needed a solution that would address these operational challenges and align with our patient-centric approach to care. We sought a partner who could guide us through the intricacies of wound care management while maintaining the high standards of care that defined Hancock Health’s reputation in our community.”
The OIS Solution
Outpatient Integrated Strategies presented Hancock Health with a comprehensive proposal tailored to address those specific needs. Rather than offering a one-size-fits-all approach, OIS demonstrated a commitment to flexibility and collaboration from the outset.
The OIS solution encompassed several key elements:
- Expertise-driven management in coding, billing, and operations
- Provider oversight and clinical management
- Marketing support to drive program growth
- Patient-centric focus that balanced quality care with financial optimization
What set OIS apart was their willingness to adapt their services to Hancock Health’s unique culture and requirements. This flexible approach resonated strongly with the Hancock Health team. Jason Wells noted that he never felt OIS was trying to push their sales on him. Instead, Wells sensed their genuine commitment to helping the operation, associates, and patients.
IMPLEMENTATION
Hancock Health was characterized by a spirit of collaboration and mutual respect. OIS began with a thorough assessment of the existing wound care program, identifying areas for improvement and growth. Based on this assessment, OIS tailored an implementation plan to address Hancock Health’s specific needs.
Throughout the process, OIS demonstrated flexibility in its approach. For instance, when Hancock Health expressed a preference for using their existing electronic health record system, OIS adapted their usual practices to accommodate this request. This willingness to compromise and find mutually beneficial solutions set the tone for a productive partnership. The implementation wasn’t without its challenges, but the collaborative spirit between Hancock Health and OIS helped overcome these hurdles.
RESULTS
The partnership between Hancock Health and OIS has yielded significant benefits across multiple fronts. Financial performance improved, with Jason Wells reporting, “We’re able to track it directly with them, and it’s far better than what it was before.” The expertise provided by OIS in documentation and coding led to more accurate billing practices, ensuring that Hancock Health was appropriately compensated for the services provided.
Beyond the financial impact, the partnership has driven improvements in operational efficiency and marketing effectiveness. Wells particularly emphasized the innovative approach to provider outreach: “The main benefit I’ve taken away, and that I’ve pushed everyone else to adopt, is the marketing. OIS doesn’t just do the marketing, which is great—they also think outside the box.”
He elaborated on how OIS challenged conventional tactics, moving beyond the standard practice of providing lunches to referring providers’ offices. “They accepted my challenge that providing lunch to a provider’s office isn’t the most effective approach. We needed to be creative, and they’ve taken that and run with it.”
This willingness to develop more impactful marketing strategies has benefited the wound care program and influenced Hancock Health’s approach across other service lines. As Hancock Health looks to the future, the partnership with OIS continues to evolve and expand. There are also plans to grow the physical space of the wound care program due to increased demand, a testament to the program’s success under OIS management.