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September 12, 2005 Volume 14 No. 17

Through the Patient's Eyes
PRMO Launches Service Initiative Centered on Patients

What did Jimmie Broschinski and Val Miles-McClean see when they tried to look through the eyes of their patients? A blur.

Not because they lacked empathy. But because the two managers with the Patient Revenue Management Organization (PRMO) were wearing glasses that had been smeared with Vaseline before they tried to read a billing statement. It was all part of an exercise for managers simulating a physical disorder that some patients may...

PRMO manager Val Miles-McClean squints while trying to read a billing statement through glasses smeared with Vaseline. The exercise simulated what it’s like to be a visually impaired patient.

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