For the security department, the Affordable Care Act (ACA) will mean a decrease in financial resources, an increase in the need to provide security in the emergency department and clinic locations, and the need to be more patient-centric in the administration of security services, according to a blog on the FacilityCare website.
"Security departments need to take a hard look at the services they currently provide and evaluate their necessity in the changing healthcare environment. Security services to the hospital need to be more value-based, providing services that are in line with the hospital’s mission, and the department should collect verifiable data so the hospital can better evaluate services and be more patient-centric," wrote blogger Ben Scaglione, director of healthcare for security company G4S.
Service alignment means security directors should sit down with the departments most affected and discuss the requirements for each and modify accordingly.
Security departments should try to enhance the patient’s experience, according to the blog.
"A more customer service-oriented model can be provided by developing and implementing a patient-focused service program. This program should look to enhance the patient experience by treating everyone with respect and dignity, communicating in a compassionate manner, anticipating patient needs, acknowledging mistakes and apologizing for poor service."
Read the blog.