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:: NAHC Report
NAHC Report: Issue# 2310, 11/6/2013
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ARTICLE ARCHIVES MEMBER RESOURCES eNEWSLETTERS CARING STORE
Chip Bell Addresses NAHC’s Annual Meeting
Nation’s Aging Organizations Weigh in on Budget Fixes with Budget Chairs Murray and Ryan; Oppose Imposition of New Medicare Copays
For Your Information: NAHC Needs Your Help and Participation in its Face-to-Face Encounter Documentation Denials Survey
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Chip Bell Addresses NAHC’s Annual Meeting
Offers insight into delivering innovative customer service and developing long-term customer loyalty

Chip Bell, founder of the Chip Bell Group and author of over 300 articles and several best-selling books, addressed attendees to NAHC’s Annual Meeting & Exposition during Saturday’s General Session. During his address to NAHC members, Mr. Bell focused on, as NAHC Board Chairperson Andrea Devoti said, helping “companies build cultures that support long-term customer loyalty.”

At the core of Mr. Bell’s message is how to provide a value-added experience for customers that builds long-term loyalty. “We’re living in a time when customers are over-stimulated,” said Bell. “The standards of your customers have grown. Customers today are bored. We long for that take your breath away experience.” The “take your breath away” experience is, according to Chip Bell, rooted in innovative service, which is service that is, “unexpected, simple, replicable, and appropriate.”

After explaining what innovative service is, and why it is difficult to achieve, Mr. Bell elaborated on the Five Strategies of Innovative Service, which are:

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NAHC Needs Your Help and Participation in its Face-to-Face Encounter Documentation Denials Survey

Recently two of the CMS contractors a have announced widespread audits of home health providers with a key focus on compliance with the face-to-face (F2F) encounter documentation requirements. The documentation requirements have become more stringent recently with contractors now expecting physicians to write detailed descriptions of the patient’s condition in order to support the need for skilled services and homebound status.

NAHC has heard that one contractor has denied 399 claims out of 801 within an 11-day period related to the revised guidelines for the F2F documentation.

NAHC once again needs to present the case to CMS that home care agencies are in an untenable position with the more stringent F2F requirement guidelines.

Before making such a case, however, NAHC needs to gather solid data to present to the regulators. NAHC has developed a survey with specific questions regarding the number and reasons for F2F denials, and asks its members to take a few moments to offer their insight.

The following survey should only take a few minutes to complete and will provide us with valuable information.

Please click here to access the survey. Your feedback is very important.

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Nation’s Aging Organizations Weigh in on Budget Fixes with Budget Chairs Murray and Ryan; Oppose Imposition of New Medicare Copays

The Leadership Council of Aging Organizations (LCAO), a coalition of 69 national non-profit organizations committed to securing the well-being of America's older population, sent a letter to U.S. Congressional Budget Committee chairs Patty Murray (D-WA) and Paul Ryan (R-WI) urging specific solutions to strengthen economic recovery without cutting the vital benefits of older Americans.

The letter urges increases in revenue, as well as targeted spending reductions that do not increase poverty or income inequality. LCAO urges Congress to end the sequester; adopt Fiscal Year 2014 spending bills that protect and strengthen critical non-defence discretionary programs; and to protect current and future Social Security, Medicare and Medicaid beneficiaries. Some members of Congress expect concessions on earned benefits in order to pass a FY2014 budget; however, in light of America’s demographic and economic realities, LCAO strongly opposes proposals to cut benefits or shift additional costs to older adults, people with disabilities and their families.

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