ICD-10 Stress? HR Can Help

The human resources department is an unlikely ally for a successful ICD-10 implementation, and its aftermath.

Billing and procedure coding aren't exactly HR's domain, but there are many ways in which the HR team, working with hospital administration, can help guide an organization through the ICD-implementation on October 1, says Lynne Thomas Gordon, CEO of the American Health Information Management Association (AHIMA).

HR can help by ensuring adherence to policies that will make the implementation successful, by finding solutions that will allow workers to focus more time and effort on the transition, and by making the process as pleasant as possible.

ICD-10: A Checklist for Implementation Readiness

"Leading up to implementation, IT staff, coders, and HIM won't be able to take vacations and will be spending long hours at work," says Melanie Endicott, senior director of HIM practice excellence at AHIMA. "There could be some burnout and low morale among employees. It's up to HR and administration to figure out how to pump people up."

1. Be Onsite; Interact with Staff
The most important thing both administration and HR can do is to be present during the ICD-10 implementation. "Being visible at this time is very important, especially as we start the final countdown to October 1," says Gordon.

Try to have as much interaction as possible with the teams impacted by the implementation. Have lunch with the coders or coffee with physicians and ask how they feel about the training they've received so far. Try to arrange a special visit with the IT department to address their concerns. Give everyone an opportunity to raise the flag if they have any questions or worries.

Early ICD-10 Reports: Fortune Favors the Prepared

This is especially important as the ICD-10 date nears and many workers find themselves putting in extra time. Make an effort to visit the teams pulling the longest shifts; if IT is burning the midnight oil, for example, come down and see them with a special delivery of coffee and donuts.

Speaking of being present, Gordon also suggests placing an organization-wide moratorium on vacations from the first week of September through shortly after implementation. "At this point, it's all hands on deck. Everyone needs to be in the hospital." Just remember that this means you and the executive team, too, so wait until November to take that trip to the Bahamas.

2. Be Flexible; Make Things Easier
Members of some teams are going to work many hours over the next few weeks. Anything you can do to make any area of their lives easier will be appreciated.

Consider allowing teams to work from home or take advantage of flex time, says Devin Jopp, president and CEO of the Workgroup for Electronic Data Interchange (WEDI), a non-profit health IT organization. "With all the extra hours employees will be putting in, it's probably a good idea to have opportunities for some flexibility."

Endicott suggests hiring on temporary coders for a couple months. "It might not be a bad idea, if want to maintain productivity… it can help get you over the hump."

Stop Complaining About ICD-10 and Start Training

If employees are under deadlines and working hard, they might not have time to run out for lunch or dinner. Have catered meals sent to them in their departments, especially if they're working late.

Another idea is to offer employees services that run errands such as picking up dry cleaning or offering gift certificates for housekeeping or meal delivery services—anything that will take a responsibility—even a non-work related one—off their crowded plates.

3. Show the Organization's Appreciation
Endicott suggests sending out an email a few days before launch, to the entire organization, calling out members of the team who have proven indispensable or who have gone out of their way to help with the implementation.

"There should definitely be some show of appreciation," says Gordon, suggesting that "administrators rove around and visit as many departments involved as possible," showing their gratitude for all the hard work that has gone in to the implementation. Handwritten thank you notes to key players are an excellent touch.

ICD-10: Post-Implementation Challenges

Also Gordon suggests that the HR team to bring around an ice cream cart, lunch, or pizza on October 1—or some other treat workers can enjoy while putting out potential ICD-10-related fires.

Endicott suggests throwing an organization-wide party, banquet, or barbeque two or three weeks after the implementation is completed. "Use it as an opportunity to reward and recognize those who put in extra time and effort," she says.

Jopp has a more pragmatic approach. "Cash bonuses are always nice." Other ways he suggests recognizing employee contributions include plaques of appreciation, awards and gift certificates to local shops and eateries.

The most common theme here is recognition. Be sure to recognize the hard work employees put in to the implementation and recognize those who go above and beyond. And recognize that this is not just business as usual; many employees will be giving up vacations, time with their families or other pursuits to make this implementation happen. But the homestretch has started, and this won't last forever.

"It's important to remind everyone that we're going to get through this. It's going to be ok," says Gordon.

HealthLeaders Media Webcast: Health Systems Success Keys for ICD-10—Physician Alignment, Support and Technology, will be broadcast on Tuesday, October 20, 2015, from 1:00 to 2:00 p.m. ET. Hear from the University of Mississippi Medical Center's Chief Health Information Officer as he discusses how his organization overcame the obstacles of implementing ICD-10, the experience so far, and what to expect in the months ahead.