A recent study from UC San Francisco has found that healthcare workers will have to develop new career skills such as customer service, data analysis, and collaborative communication as a result of the ACA, especially as more providers move from fee-for-service models to accountable care systems. The study’s co-author Susan Chapman, RN, PhD, FAAN, a professor in the department of social and behavioral sciences at the UCSF School of Nursing, explains:
There is a new focus on measurement — of quality of care, cost of care and patient satisfaction, As a result, healthcare organizations need to be attuned to patient interests and satisfaction as never before. This means that current and future healthcare workers will need better training in customer service skills, as well as more education in the use of technology to interpret data.
Author Joanne Spetz, PhD, professor at the UCSF Institute for Health Policy Studies and associate director for research at the UCSF Center for the Health Professions, adds:
Leaders will have to adapt to this changing world, and healthcare workers at all levels will have to learn new leadership skills, including critical thinking, decision-making and providing constructive feedback. We’re looking at a world in which LVNs and medical assistants do care management, clerks move along the implementation of electronic health record systems, and RNs become leaders and champions of these new systems.
Physicians in accountable care systems will have to learn new collaborative skills as well, Spetz elaborated, namely by “working in teams and giving constructive feedback to colleagues.”