The MSPs' role in maintaining relationships with regulatory agencies

Education and collaboration are the two words to keep in mind when MSPs work with outside entities. Successful MSPs foster strong relationships by continually educating themselves on requirements for their offices and how their office communicates with regulatory agencies.

Many MSPs are often the liaison during a survey, providing welcome documents, escorting the surveyor around the facility, and sitting in on formal audits and interviews. MSPs also provide any follow-up on issues or questions posed by the surveyor. This is where the MSP can shine as an important part of the administrative leadership.

MSPs need to know the regulatory standards that impact the credentialing and privileging process at their organizations. The best way to meet regulatory standards is to make them your regular practice. Stay abreast of changes to regulations or requirements and innovations in your field. This will keep your organization in compliance, improve the quality of your credentialing and privileging process, and improve your ability to make recommendations for changes when needed.

Too many facilities spend a lot of time, resources, and energy to “get ready for a survey,” when in all reality they should always be ready. Consider the following tips to continuously prepare for a survey:

• Familiarize yourself with the surveyor. Obtain surveyor information through the accrediting body. Also send a request for information about surveyors to your MSP colleagues via e-mail or listservs.
• Strive to ensure that your files are in order at all times. However, realistically, some files may be in a state of transition (e.g., if you’re converting to a paperless process) or midcycle processing, which may affect some document filing. If you follow your processes and can clearly explain the situation, the surveyor will understand. 
• Ensure that your office is organized and professional looking. First impressions count, and this could influence the confidence the surveyor will have in your skills.

When a surveyor visits your office, approach the survey as an opportunity to learn. Be open to recommendations and show interest in what the surveyor is conveying. Offer to act as a liaison between the surveyor and administration. This ensures that you find out about any potential issues or concerns before they get out of hand. As liaison, you will also expand your knowledge base and show value to your administration at the same time.

Additionally, if you are in the middle of a large project (e.g., converting paper files into electronic files), be prepared to address that and your plans to continue to adhere to your bylaws, rules and regulations, and policies and procedures as you move through your process.