Strategies for utilisation management of hospital services: a systematic review of interventions

Hospitals provide a wide range of services necessary to meet the increasing demand for health care services and are an integral component of any health delivery system. However, inappropriate utilisation of high-cost but unnecessary or ineffective tests and medications in hospitals remains a significant challenge in many health systems [1]. Several studies documented improper hospital service use, which can be defined as “a hospital admission to provide care that could have been given in a less complex healthcare environment and at a lower cost” [2]. For example, it was previously shown that up to one-third of days of care [3‐5] and diagnostic tests [6, 7], and one-fifth of all hospital admissions [8] could be inappropriate or unnecessary, negatively impacting patients’ physical and mental well-being, and driving up overall health care costs. Hence, eliminating inappropriate utilisation and waste is essential given the existing shortage of financial and human resources.

Advances in medical technology and, consequently, aggressive marketing to health care providers, direct-to-consumer advertising, political pressure from advocacy organisations, defensive medical decision making, fragmentation and discontinuity of care within and between health and social sectors - all can become the cause of healthcare overutilisation [9, 10]. Cost containment strategies can limit healthcare-related expenditure by eliminating inappropriate use of health care services while ensuring the continuous improvement of the quality of care. For example, one could consider controlling demand or supply for care, altering provision structures or hospital performance, cost-sharing, managed care, reference pricing, and generic substitution [11]. Another strategy is fostering hospital mergers and networks that may speed up restructuring through economies of scale at relatively small hospital sizes. However, creating a dominant position in the local hospital market may have an anticompetitive effect [12].

With the rising demand for healthcare services, hospitals can apply innovative methods to increase their efficiency [4]. This can be achieved by strengthening operational efficiency and targeting more significant healthcare expenditure cases. A range of measures can be used for this purpose: reducing duplication of services, decreasing the use of expensive inputs, decreasing the length of stay for inpatient care, reducing the number of long-stay beds, and reducing medical errors [13‐15]. Another approach would be implementing measures that could rebalance services provision across the health system, improve allocative efficiency, and centralise administrative functions. Such measures could include shifting the provision of care from the hospital into the community, improving care coordination, strengthening preventative care, increasing the use of day surgeries, providing appropriate levels of acute care at home (hospital at home), and facilitating the discharge of patients who have to stay in hospitals longer [16, 17]. One could also consider implementing initiatives that lower management expenses and enhance administrative efficiency, such as simplifying managerial procedures; introducing uniform standards, distribution strategies and the availability of real-time consumer and provider information; improving electronic mechanisms of lodging, processing, and reimbursement of payments and claims; and outsourcing member management systems and other back-office services [18, 19].

Most importantly, besides the cost-saving and improving operational, allocative, and administrative efficiency, reducing inappropriate utilisation could eliminate potential iatrogenic effects of unnecessary services while improving healthcare quality. However, previous studies primarily focused on evaluating the effectiveness of interventions in reducing a specific service, while studies that would provide a clear overview of the utilisation management strategies for adult hospital services are still lacking. Hence, our study aimed to identify the initiatives intended to manage adult hospital services and reduce unnecessary hospital use among the general adult population.

We conducted a systematic review of published studies investigating initiatives intended to manage adult hospital services and reduce unnecessary hospital use among the general adult population.

The results of the screening process are shown in Fig. 1. After removing duplicates, 2261 papers were screened by title and abstract for possible inclusion in the review. The full text of 264 articles was obtained and assessed for eligibility. Of them, 56 selected papers were eligible for review. After screening references of included papers, we identified additional nine papers. Sixty four studies [22‐85] met the eligibility criteria and were included in the final review.

These interventions focused on access to primary care, medical and social resources. For example, two studies [31, 68] evaluated interventions that aimed to improve access to primary care. Studies suggest that improving access to primary care centres is associated with fewer ED visits [31, 68], fewer inpatient hospital days than controls [31], but report no difference in inpatient admissions between groups [68]. One retrospective cohort study examined the effect of prehospital advanced life support drug treatment in reducing subsequent hospital utilisation by the medical patients receiving such drugs [35]. There was a significant decrease in admissions in the drug intervention group driven by chest pain patients and improved prehospital field conditions for all chief complaints. Care plan and case management were the main interventions related to prehospital advanced life support drug treatment.

Two comparative cohort studies examined the impact of patient care plans on service utilisation [38, 77]. Sweeney et al. [77] compared patient-centred management to usual case management for patients who had a life-limiting diagnosis with multiple comorbid conditions. Among the patient-centered management, inpatient admissions reduced by 38%, inpatient hospital days by 36%, and emergency department visits by 30%. Grimmer-Somers et al. [38] found that a holistic community-based program using a care plan for frequent ED attendees had significant improvements in client health and decreased crisis emergency department and inpatient admissions.

Two studies examined the impact of care coordination programs on ED visit rate amongst frequent ED users [49, 56]. The randomised controlled pilot study by Koehler et al .[49] found that hospital-based care coordination using extra care bundle comprising three interventions (medication counselling, enhanced discharge planning, and phone follow-up) targeting high-risk older people compared to usual care was successful in reducing 30-day post-discharge hospital readmission or emergency department visit rates. The comparative cohort study by Murphy et al. [56] implemented a multidiscipline ED-care coordination program using a regional hospital information system capable of sharing patients’ individualised care plans between ED providers. The study reported a significant decrease in ED visits 12-months following the intervention.

The utilisation review program consists of several different review activities: pre-admission authorisation (prospective review), concurrent review (during the patient stay), retrospective review (relying on medical records), prospective review. One study investigating a pre-admission review program found a decrease in hospital admissions by approximately 12% [81]. Of eight studies that examined the effect of concurrent review on the LOS, five studies found a decrease in hospital LOS [26, 34, 63, 82, 84]. Another study that examined the effect of utilisation review on patterns of health care use found that the referrals for a second opinion have reduced the number of procedures performed in the review group. However, there was no significant difference between the groups during the study period in terms of rates of admission to medical-surgical, substance abuse, or psychiatric units, average LOS, the percentage of those who received pre-admission testing, or the rates of use of home care following utilisation review activities [65].

A retrospective analysis of utilisation management programs has concluded that pre-admission review rarely denies requests for admission, and nearly one-third of patients approved by pre-admission review for inpatient care requested approval for continued stay through concurrent review [82]. One multicenter trial examined the effect of utilisation management strategies on the use of a radiological test [36]. There was a consistent reduction from 29.4 to 13.3 X-rays per 100 operations after introducing the new request form and concurrent review. Two studies that evaluated the effectiveness of a prospective review program in reducing blood component utilisation reported that the implementation by the blood bank staff of a prospective review of orders for blood products resulted in a significant decrease of 38.8% and 31.4% in the use of fresh frozen plasma and platelets, respectively [40], as well as a total reduction inpatient medical costs realised as a result of cancelled orders [71]. Due to the importance of drug utilisation, this type of utilisation review has been categorised as a primary intervention.

A clinical information system is a computer-based system encompassing clinical or health-related information, distinguished from administrative information systems by the requirement for data entry or data retrieval by clinicians at the point of care. Some areas addressed by clinical information systems are clinical decision support, electronic medical records, physician’s order entry, telemedicine, problem lists, summary reports, results review, nursing protocols and care plans, and alerts and reminders. Recently, interests have been focusing on medical errors with monitoring and managing variation in practice [86]. Electronic medical records and physician’s order entry systems, and clinical decision support are the primary interventions related to clinical information systems.

Physician profiling is a cost-containment strategy whereby the patterns of health care provided by a practitioner or other provider (e.g., hospital) for the defined population are compared to other norms - profiles of other physicians or practice guidelines - based on practice [88]. A quasi-experimental study with control groups found that LOS at the profiled site decreased by an additional third of a day in the profiling year than at the non-profiled sites [85].

The randomised controlled trials by Bree et al. [24] implemented mandatory radiology consultation whereby each radiology examination required prior approval. This intervention did not observe differences in inpatient imaging use following the mandatory radiology consultation.

Discharge planning refers to developing a plan to treat the patient’s medical needs after leaving the inpatient department to contain costs and improve patient outcomes. Discharge planning should ensure that patients leave the hospital at an appropriate time in their care and that, with adequate notice, the provision of post-discharge services is organised [89]. We identified three studies that focused on interventions at the discharge stage of the patient journey [41, 47, 55]. All three studies that examined the effect of discharge planning on LOS in hospital and readmission rates compared with usual care found a decrease in hospital LOS for those allocated to discharge planning. There were lower readmission rates in the discharge planning group for older participants with a medical condition at three months of discharge [41, 47].

Developing education programs for patients, families and health care providers (i.e., nurses or physicians) is considered the primary intervention in many countries [49, 67, 77, 90]. The goal of the education programs is to provide health care providers with the principles of utilisation management.

Our review identified nine utilisation management methods, including care plan, case management, care coordination, utilisation review, clinical information system, physician profiling, consultation, education, and discharge planning. Of all interventions reported in the reviewed studies, case management strategy was the most frequently examined. Disease management is considered an effective strategy for dealing with frequent hospital users with specific diseases (e.g., congestive heart failure or diabetes). Whereas disease management focuses on particular illnesses, case management is focused on optimising multidisciplinary treatment. We identified several models of case management, such as brokerage [54], assertive community treatment [46], intensive case management [29, 39], clinical case management [57, 70], and different case management models (i.e., strengths-based case management, generalist case management, rehabilitation).

Our findings suggest that interventions aimed to increase primary care accessibility and case management effectively reduce ED visitation [31]. Though mostly uneven in methodological rigour, studies indicate that pre-admission review for hospitalisation is highly effective in reducing hospital admissions. The implementation of utilisation management interventions increased out-patient visits, possibly reflecting the link of frequent hospital users to other services. Overall, studies that focused on interventions during the patient stay in the hospital (e.g., concurrent review) and interventions at the discharge stage of the patient journey (e.g., discharge planning) effectively reduce the LOS. However, the limited evidence showed that mandatory radiology consultation interventions were ineffective in reducing inpatient imaging use. As a good outcome, introducing the clinical information systems (e.g., physician’s order entry system) reduced LOS. Such automated access to patient records improved the efficiency of information exchange among physicians across the continuum of care. Clinical decision support systems, which consisted of interruptive best practice alerts at the physician’s order entry system, also significantly improved blood utilisation. We found that interventions directed towards supply, such as physician profiling, were associated with decreased LOS without adversely affecting physician satisfaction. However, such reductions were also observed among control groups in ED visit numbers [30, 70, 73, 74], hospital admissions [66, 70, 73] and LOS [70]. Case or care management and utilisation review interventions were consistently reported to reduce hospital costs, and no studies reported increases in hospital costs following the intervention.

There were several limitations to this review. First, there is marked heterogeneity among reviewed studies. Second, in an attempt to focus on the literature concerning the general adult frequent user populations, studies were excluded that did not examine a general population (e.g., pediatric, individuals with asthma, cancer, diabetes, and cardiovascular disease) or focused on a specialised out-patient care setting.

To ensure the delivery of efficient and effective health care, to reduce the misuse of inpatient and outpatient services, the use of utilisation management strategies in hospitals is unavoidable. The use of relevant strategies and interventions allows for avoiding unintended consequences emanating from the financial incentives and disincentives on health care professionals’ decisions around care and service delivery.