Abstract of Dissertation

Agency : In-Patients Department, Billing Related Errors, Patient Satisfaction

Objective : To find out the factors responsible for billing errors of IPD of a tertiary care Hospital and to suggest action plans to reduce them.

Methodology : To know the factors responsible for these billing errors, primary data collection was done from 10 people working in billing department of the same hospital who generate bills and update the billing sheet, 20 nursing staff and 20 technicians of laboratory and radiology department by interviewing them about factors responsible for billing related errors in a hospital. Secondary data collection was done by auditing 85 files of discharged patients and week wise challenges, findings and action plans were given.

Findings : Continuous monitoring of the action plans was done and reduction in billing related errors was seen after implementation of these plans by 26%. In the last week of this study, the bedside errors and others came down to zero and investigation related billing errors also showed a tremendous reduction.

Recommendations :

Billing plays an important role for both hospital and patients. It generates revenue for the hospital. From patients’ perspective, it is important as it leads to patient satisfaction, firm belief in the organization & loyalty towards it. Gross billing mistakes can breach trust in a hospital by its customers. Thus, there occurs a symbiotic relationship between the two. Billing errors occur because of mistakes done in manually entering a service or not recording information correctly. The hospital billing errors constitute of medicine related billing errors, bedside related billing errors, investigation related billing errors and other errors.