Patient-Centric and Connected, Backend Workforce

I've noticed something about our backend crew, especially those in the accounts and finance department. They seem a bit disconnected from the big goals of our organization, not really vibing with what we're all about. More importantly, they're not diving deep into patient satisfaction and value service delivery – and trust me, there's a difference between just delivering a service and delivering one that people truly value.

So, here's the deal – I'm putting this article together to shed light on the importance and untapped potential of our backend champs. And no, I'm not saying they should swap desks with the frontline folks. What I mean is, let's make them aware of the challenges, the value of time, and the ins and outs of how our hospital operates. That way, when they're handling invoices, it's not just about pushing papers; they get why it matters to the organization and the patients seeking valuable services.

I want to spill the beans on my own experience in the finance and accounts department. They were knee-deep in clearing invoices and making payments, but it felt like they were missing the point – the product or service their organization is billed for. They were stuck behind their desks, not showing up at events or celebrations. Ever wondered why?

It's not that they lack potential; they're drowning in papers, dealing with government tax pressures, organization demands for precision, and the urgency to meet tight deadlines. In the midst of all this, they've become paper warriors, avoiding gatherings and occasions.

I've interviewed multiple folks from finance and other backend teams, from senior to junior positions, and the results aren't painting a rosy picture. And guess what? This isn't just about finance; it's a tale for other backend departments too. They're doing their bit without fully grasping the importance of what they're doing.

I've seen accounts passing invoices without understanding the product mentioned. That's not just harmful for hospitals; it's a problem for any organization.

If our backend crew doesn't get the reason, source, cause, and requirement of the documents they handle, how can they understand efficiency, solution, or process improvement?

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Let's face it; our world is full of folks clocking in and out without really digging into their work. Every industry, healthcare included, is wrestling with this issue.

Sure, organizations have played a part in creating this situation. They've kept backend departments tucked away, treating them like paper-processing machines. But times have changed. For organizations to succeed, they need to let that hidden potential in the backend step up and contribute to the real operations.

?When I say contribute, I'm not talking about turning accountants into surgeons. It's about them resolving process hassles, creating efficiencies, and understanding what a patient needs and what the hospital requires. Once they know the processes, systems, and tools, they can better comprehend those papers while sitting at their desks and step up whenever the hospital needs them.

?In the COVID chaos, we saw a shortage of staff, even for non-medical tasks. Backend staff could've easily managed that, but they felt helpless because they weren't clued in on their own hospital's processes.

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So, what's the solution?

Organizations need to sync up the backend crew with the frontline heroes regularly. They need to understand patient requirements, satisfaction, and the services our hospital dishes out. The journey starts with understanding the hospital infrastructure, care levels, specialty strengths, capacities, and emergency responses.

?The next step is understanding the processes of departments directly involved in service delivery to patients, be it medical or non-medical. Take the laboratory, for instance – how they collect samples, the role of nursing, consumables to be used, reporting mechanism, challenges they face, etc.

?Similar routine exercises can be done for other departments, like an exchange program in schools. This isn't theoretical stuff; it's hands-on, not boring, and hopefully, they'll actually learn something.

?So, let's get the backend crew out of the shadows and into the light. They're not just handling papers; they're the backbone keeping our healthcare engine running.

Cheers to making a change!