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Lilly Cowan, JD, ARM, CPCU
Princeton Insurance Healthcare Risk Consultant
Printable Version of this Article
Seminar Recap
On Wednesday, October 15, physicians, practice managers and administrators from physician offices located throughout New Jersey convened at the Holiday Inn in East Windsor, NJ for a full-day workshop, presented by members of the Princeton Insurance Healthcare Risk Services Department. Topics ranged from patient safety and communication techniques to electronic medical records (EMRs), office systems and service excellence.
Claims Experience
Tom Snyder, Vice President of Healthcare Risk Services, set the stage for the topics to come by presenting key findings from physician claims experience gathered at Princeton Insurance. He emphasized the importance for all practices to focus their patient safety and risk reduction efforts on those issues most likely to result in malpractice claims or patient harm.
So, what can office-based physician practices do to help minimize their risks and improve patient compliance? Snyder suggested that procedures be put into place that will facilitate and encourage the following:
- enhanced communication (among staff and with patients/families)
- accurate, thorough and timely documentation
- monitoring and follow-through (with tests, test results and patient re-visits)
Patient Safety
Next, Healthcare Risk Consultant Mary Jane Shevlin discussed the importance of patient safety, including how to develop a patient safety-driven culture and the positive effects this can have within a practice.
Shevlin pointed out that a basic element in designing an effective patient safety program is to keep the focus on open and honest communication. “When you communicate well with patients, you develop a certain trust,” she said. She also suggested that staff members take time to identify the risks where things could fall between the cracks. “It’s important to remember that human error is always a factor. So you must take preemptive measures to head-off those errors.”
She stressed the importance of encouraging open and honest communication between staff members and supervisors. “If you are not comfortable with the way something is handled, you must feel free to speak to a supervisor or a physician. This is an example of a patient safety culture in action.”
Office Systems
“How many of you pull charts the night before? How many of those of you who raised your hands check those charts to see if anything ordered last time has been followed up on and reviewed by the doctor?” All those raising their hands are already ahead of the game, as these seemingly simple steps are an example of having a solid office system in place, explained Healthcare Risk Consultant Sharon Koob.
She urged attendees to look at their practices in a fresh, new way. “Listen to how phones are being answered, notice how patients’ questions are being handled,” she said. “Try to be aware of staff competency at all times. Not everyone is a people-person,” Koob advised. “Make sure your staff members are placed in the positions that are right for them.”
Office system failures are at the crux of most physician office claims and staff can prevent them by implementing and utilizing the right processes.
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