Jay P. Anstine (jay.anstine@bannerhealth.com) is Compliance Program Director, Western Division, Banner Health, Greeley, CO.

One blind spot that can sometimes exist in a compliance program is related to the hotline—more specifically, a lack of knowledge by your workforce members about the process itself. If they have never used a hotline, do they know what that experience is like? If not, it may be helpful to simulate that process the same way a sales team takes a potential customer through the experience of their products or services. I know if it were me, and I had never reported an issue, I would want to know what that experience is like—or I probably would be hesitant to use a hotline.