Technology vs. Culture
In the last “match” of the three elements of the C.P.T. code, we are pairing Technology and Culture.
With a rigid culture that is unwilling to embrace change but forced to use non-optimized solutions, you find a sentiment of Faked Contentment. Unwilling to admit that change must happen, the team plows on despite the many frustrations or shortcomings of the technology.
If the culture is more flexible, at least a degree of the resultant Underperformance is made known and usually efforts are quickly underway to remedy the situation through better technology solutions.
When on the other end of the matrix, the green quadrant, a rigid culture is given some custom-tailored tools, it can best most optimistically be described as a Slow Adoption, since the resistance to change will make it very hard for the team to reap the benefits of the perfect technology.
If however a change-ready culture is handed the perfect-fit technology solutions, the team will run with it and find even better ways to adopt and adapt the technology, most likely finding new and improved ways to provide the service.
Using your C.P.T. code
So, how do you use your CPT code? The main benefit of a self-assessment is simply the self-awareness about your current situation.
The objective is to identify the current shortcomings that stand in the way of changing into a a high-performing team that delivers outstanding services.
Let’s take the example of a health center that wants to add dental services to its offerings. Their self-assessed CPT code is 2-1-2: a culture quite resistant to change, no defined processes (since this is a new offering) and no access to custom solutions, such as an EMR optimized for dental services.
The team next decides that in order to launch the new dental service successfully, they’d like to get their CPT code up to a 4-4-4 and they identify a set of specific actions to close the gap between their 2-1-2 and the desired 4-4-4. Here are just a few examples:
Technology: Assess the features of their current EMR with regards to supporting dental services. Talk to other health centers using the same EMR that are offering dental.
Processes: Define the ideal/desired workflows (which later would also inform the search for a custom-tailored technology solutions, once the needs are identified).
Culture: Change the team composition to add more that are excited about the change. Increase the desire in “fence sitters” by explaining the financial benefits of this new offering and how valuable dental care is for the overall health of the community.
A CPT code of 2-1-2 would have resulted in a “hidden anarchy with faked contentment running on a sputtering engine” whereas with a 4-4-4 CPT code, the team can now expect a “high, improving productivity with ongoing efficient progress”.
And isn’t that a laudable objective!
What change initiative are you trying to undertake and how would you classify your team’s current CPT code? What are you planning to do about it?