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April 2018 News Flash

April 30, 2018

In this issue

  1. You Are Invited! Fulcrum Health’s Symposium & Annual Meeting
  2. Improving the Patient Experience
  3. Protecting PHI
  4. Don’t forget! May is Mental Health Month
  5. The Simple Power of Hand-Washing – TED Talks
  6. Moving or Retiring? Let us Know!

You Are Invited! Fulcrum Health’s Symposium & Annual Meeting

You're invited: Fulcrum Health Symposium & Annual MeetingThis year, in conjunction with our Annual Meeting, we hope you will join us for our Symposium focusing on Building Bridges for Integrated Care. This Symposium and the 5 continuing education credits are complimentary as one of the many benefits of being a Fulcrum Health provider network member!

Please register at
Space is limited and filling fast!

Fulcrum’s Symposium & Annual Meeting
Care Connections: Building Bridges for Integrated Care
May 17, 2018
Sheraton Hotel, Bloomington

5 Continuing Education Credits

Agenda (Subject to Change)

Symposium & Annual Meeting Agenda

Members: Please join us from 10:00 a.m. – 10:30 a.m. for our Annual Meeting.

Improving the Patient Experience

Patient FeedbackAt Fulcrum Health, we support a comprehensive approach to improving the patient experience and have adopted a guiding principle to put patients first.

Putting patients first means:

  • Safe care
  • High quality care
  • High value care
  • Overall patient satisfaction

In partnership with Press Ganey, a third-party vendor that supports health care providers in understanding and improving the patient experience, we evaluate our patients’ feedback using a quarterly Clinician and Group Consumer Assessment of Healthcare Providers and Systems (CGCAHPS) survey. We then use these findings to drive improvement initiatives within the organization. This tool also enables us to compare our network patient satisfaction ratings with regional and national providers, including medical doctors, hospitals, health care systems, and health plans, among others. The Press Ganey Guardian of Excellence Award recognizes leading health care organizations that perform in the top 5 percent of clinics reporting patient satisfaction data. We are pleased to announce that Fulcrum Health is a 2-time recipient of this award.

In 2017, we continued our quality initiative of improving the patient experience by providing network education resources on infection prevention such as newsletter articles and electronic training materials. By taking these steps, we hope to further enhance the patient experience and safety at our network clinics. Preliminary results indicate this important initiative and the corresponding education had impact on the patient experience. Safety practices rose from 78.02% to 80.2% and the national percentile ranking rose from 40% to 51%, hitting our goal of achieving over the 50 th percentile.

2017 Patient Satisfaction Results

Total number of responses = 5,180


  • Male 31%
  • Female 69%

Age Distribution

  • 18-34 9%
  • 35-49 19%
  • 50-64 34%
  • 65-79 31%
  • 80+ 8%

Key Takeaways

  • 97% of respondents said “Yes, definitely” when asked if the office staff or receptionists treated them with courtesy and respect, compared to 95% nationally
  • 96% of respondents reported they would definitely recommend the provider’s office to family and friends, as compared to 91% nationally
  • 99% of respondents stated they were treated with respect during their most recent visit, compared to 79% nationally
  • 98% of respondents said “Yes” when asked if they saw the provider within 15 minutes of their appointment time, compared to 84% nationally
  • 97% of respondents said “Yes, definitely” when asked if the provider gave them easy-to-understand instructions, compared to 93% nationally
  • 89% of respondents ranked ChiroCare providers at either a 9 or 10 out of 10, compared to 86% nationally


Protecting PHI

ComplianceAccording to HIPAA Journal, there were at least 477 data breaches in 2017 affecting upwards of 5 million people. A data breach is confirmed incident where PHI, of one or more individuals, is accessed or used inappropriately. Compared to 2016, the occurrence of data breaches rose 6%. The two biggest causes of data breaches; hacking and insider errors, are issues that can be addressed proactively to help reduce the risk.

One of the biggest IT hacking methods causing a data breach is accomplished through “phishing” (fraudulent email) schemes.

Here are a few ways to identify if an email is a potential phishing scheme:

  1. Often, phishing emails contain bad grammar, spelling errors or greetings such as “Dear Customer.”
  2. Hover over the “From” email address. If the email address looks suspicious, it may be a sign that this is a phishing email.
  3. If the email is asking for personal information such as bank routing numbers, social security numbers or patient information it is likely a scheme. Requests for information of this nature are not sent over email due its sensitive nature.
  4. If there is a website link included in the message, hover over it with your mouse and it will show you the full website address. If it looks suspicious, it is possible that this is a phishing attempt.

If you believe you are the victim of a phishing attempt, there are a few things you can do to protect yourself and your clinic.

  1. Do not click on the links or attachments in the suspected email. Once they have been clicked, it is possible that malware is now on your network and any PHI on the same network may be at risk.
  2. Via telephone, attempt to contact the company that the email came from to verify that it is from them and is a legitimate request.
  3. Do not forward the email to other co-workers. This will only increase the likelihood that someone will click on the link/attachment.

For additional information on how to avoid cyber-attacks like phishing, please visit the United Sates Computer Emergency Readiness Team’s website.

To help reduce the risk of an insider (employee, contractor, vendor, etc.) error, you must take proper steps to ensure that all staff are aware of the requirements.

  1. Develop policies and procedures that outline the requirements for maintaining and accessing PHI and highlight the importance of accessing on the minimum amount of information needed to complete a job.
  2. Conduct routine audits through your electronic medical records (EMR) system to ensure that staff are only accessing the information the absolutely need. If you are not sure how to conduct such an audit, please contact your EMR vendor.
  3. Have valid and current Business Associate Agreements (BAA) in place for vendors and/or contractors that have access to your PHI. This will help protect you should they cause a data breach.
  4. Have a PHI Risk Assessment protocol in place in case an incident ever occurs.

If you know or suspect FWA is occurring in your place of business, please report it immediately to Fulcrum’s compliance hotline at 1-866-714-0526. Tips can be left on this voicemail 24/7 by anyone (provider, office support staff, patients, etc.).

If you have any questions, not containing PHI, please direct them to us at


Don’t forget! May is Mental Health Month

Mental Health Month Fact: 1 in 4 American adults lives with a diagnosable mental illnessWith chiropractic care becoming a standard point of entry for patients, chiropractors can play an important role in identifying signs of depression. The U.S. Preventive Services Task Force recommends all adults be screened for depression, and those who screen positive for depression be appropriately referred for assessment and management.

The Patient Health Questionnaire ( PHQ-2 ) is a two-item self-reporting tool with a purpose to screen for depression in a “first step” approach. Patients who screen positive should be further evaluated with the PHQ-9 , other diagnostic instrument(s), or direct interview. Click here to view the 12 most common symptoms of depression.

The Simple Power of Hand-Washing – TED Talks

Myriam Sidibe, a public-health expert, gives a powerful presentation on regarding the simple power of hand-washing. As a warrior in the fight against childhood disease, her weapon of choice is a bar of soap. Check out her brief 12-minute presentation here.

Moving or Retiring? Let us Know!

It is vital that you report any practice changes to ensure that we have your current address, phone, fax, and email address. Any changes or corrections to your TIN/name combination should be communicated immediately. The Provider Update tool within ChiroCare Connect offers a quick and electronic means to report changes. Simply select the “Billing Information Update” option within the Provider Update tool.

Please contact our Provider Services team at 877-886-4941 with any questions about submission of updates.

We appreciate your continued partnership!