Case Review Connections
Acute Care Edition
Issue 29: May 2022
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The Centers for Medicare & Medicaid Services (CMS) held their annual quality conference, New Hope, New Health: Charting a Path Forward, on April 12-13, 2022. CMS estimated that 5,000 participants would attend this year.
The purpose of the conference was to “convene leaders across the healthcare spectrum, to explore how patients, advocates, providers, researchers, and champions in healthcare quality improvement can develop and spread solutions to address America’s most pervasive health system challenges.”
Some of the featured topics during the Grand Plenary included the Keynote Address: Building Equity on a Foundation of Quality as well as a roundtable discussion about the CMS National Healthcare Quality Strategy goals, which include:
- Embedding quality across the care journey
- Advancing health equity
- Fostering engagement with stakeholders with focus on person and family-centered care
- Promoting safety to achieve zero preventable harm
- Strengthening resilience in the healthcare system
- Embracing the digital age
- Incentivizing scientific innovation and technology
- Increasing alignment to promote seamless and coordinated health care
At the end of the Plenary, there was a presentation with direct feedback from patients on how to chart the path forward.
Kepro presented at one of the sessions titled Using Plain and Empathetic Language to Communicate with Medicare Beneficiaries. Kepro noted continued improvements in terms of empathy and grade level with their letters sent to beneficiaries at the end of a quality of care review. There was another Beneficiary and Family Centered Care Quality Improvement Organization (BFCC-QIO) breakout session on the second day of the conference titled Health Equity: Lessons from the Field. This session focused on how BFCC-QIOs are working to break down barriers to eliminate disparities.
For more information about the conference, please visit www.cmsqcvirtual.com/agenda.
Recently a hospital called Kepro with questions about issuing the Important Message from Medicare (IM) when Medicare is the secondary payer. Kepro confirmed with CMS that hospitals have always been required to deliver the IM to Medicare beneficiaries in a Medicare-covered stay, whether Medicare is the primary or secondary payer. However, if Medicare is the secondary payer, such as in a motor vehicle accident or with an incarcerated patient, and is not covering any of the stay, then the beneficiary would not have any appeal rights.
More information is available in the MLN Matters MM12546.
Immediate Advocacy is an informal process in which the BFCC-QIO acts as a liaison for people with Medicare to quickly resolve an oral complaint. Kepro would like to share success stories with providers to show how Immediate Advocacy can benefit providers by resolving problems quickly, which leads to improved patient relations.
A beneficiary’s representative called Kepro with concerns about her mother’s discharge from the hospital. She was being sent to a rehabilitation facility, and the daughter was not given the option to check out any of the facilities. She called Kepro for assistance with her situation.
The Clinical Care Coordinator (CCC) asked the representative if she had filed an appeal. Once the appeal was filed, the CCC then called the case manager at the hospital. The CCC requested a list of facilities for the representative. The Case Manager stated that there was only one facility that accepted the beneficiary, and the representative would be visiting that one. The CCC then contacted the representative, and she stated her appreciation for Kepro’s assistance with giving her the time to visit the facility before the beneficiary is discharged.
During the CMS Quality Conference in April 2022, there was a session on Updating the CMS Rural Health Strategy. In the past, there have been five objectives:
- Apply a rural lens to CMS programs and policies
- Improve access to care through provider engagement and support
- Advance telehealth and telemedicine
- Empower patients in rural communities to make decisions about their healthcare
- Leverage partnerships to achieve the goals of the CMS Rural Health Strategy
During the conference, CMS invited interested individuals to provide feedback related to the following:
- What can CMS do to advance health equity in rural and frontier communities, Tribal Nations, including U.S. territories?
- Which of the CMS Rural Health Strategy objectives should CMS continue to prioritize?
- What is missing from the current CMS Rural Health Strategy objectives?
Kepro was invited to present at the CMS, Indian Health Service (IHS), Tribal Health Programs, and Urban Indian Programs (ITU) annual virtual training in CMS Regions 1,4,6,8 and 10. Kepro was pleased to have the ability to reach an important demographic and inform them of our services of requesting a discharge appeal, receiving help with Immediate Advocacy, and how to file a quality of care complaint. While tribal elders may have access to Indian Health Services and tribal medical centers, many are still covered by Medicare and do not live in a tribal community. It is important for them to be aware of the benefits of Medicare coverage. We are excited to expand our relationship with IHS and tribal communities.
Publication No. R146810-243-5/2022. This material was prepared by Kepro, a Medicare Quality Improvement Organization under contract with the Centers for Medicare & Medicaid Services (CMS), an agency of the U.S. Department of Health and Human Services. The contents presented do not necessarily reflect CMS policy.