Your best defense is a great offense
Design a Risk Management Program to Prevent Loss

Many of us are familiar with the term "offense", especially when it comes to sports. The same message can be applied in reducing risk in your practice. With the increased number of malpractice claims as well as the escalating premiums in liability insurance, the time is ripe for not just talking risk management but actually implementing a program or ramping up an existing program.

According to Medical Group Management Association, Risk Management is a system for the detection, evaluation, and resolution of risks that involve financial loss from injury to people and property.

Risk Management is concerned with the prevention of loss to physical and human resources, security, occupational health and safety, environmental and administrative areas. Now that is a lot to digest!

Basically the primary function of any sound Risk Management Program is to educate physicians about ways to avoid litigation.

In creating an offensive program for your facility, there are two key plays to master -- communication and documentation. Thomas Casey, Practice Administrator, FACMPE, reports that bad attitudes and miscommunication with patients cause far more lawsuits than the negative results that may occur from any medical procedure.

The quality of care is not the major determinant of whether a patient initiates a malpractice claim, but unsatisfactory communication between patients and physicians. Practice Managers, you are the Coach behind the scenes.

A recent article in the July 2004 MGMA Connexion magazine, outlines the importance that a manager plays in reducing the exposure and incidents of malpractice claims. Getting the physicians to open up about these issues and inviting dialogue on a consistent basis will help create a supportive environment. Handpicking resource teams such as attorneys, counselors, and risk management experts can help ease the stress related to malpractice claims.

Increasing a physician's verbal skills is a key component in reducing anxious or angry patients.

Just simple displays of caring, compassion and listening by a physician will go a long way in putting the patient at ease. Explaining consent forms and procedures in everyday language will eliminate confusion. In appropriate or more involved situations, make sure that your doctor includes family member(s) in discussions.

Review your front office staff policies regarding telephone courtesy and customer service. A friendly atmosphere will gain extra points for your team.

Physicians who document well will find themselves in a far better position than those who don't.

Good records are the most important element of the offensive play. Careless record keeping conveys a poor image to the judges and juries. A detailed medical record will go far in convincing a jury that the doctor did his or her best for the patient. A random review of your physician's documentation habits is a good place to start.

In addition, create a policy for documenting telephone messages. Practice management software has helped alleviate so much of the paper shuffling when it comes to documenting missed appointments, pharmacy refills and phone calls. Reinforce the message to your staff, if it isn't documented, it didn't happen.

The real winners in a solid Risk Management Program are the patients. Prepare your offense -physicians and staff members-educate them in the areas of clear communication and thorough documentation. Like any good team that rises to the top, practicing good strategies will ensure your success.

Tips on Surviving the Cold and Flu Season

Here are 10 ways to limit the spread and impact of viruses during this flu season.

• Get a flu shot if you are at risk.
• Get adequate sleep each night.
• Take a brisk walk or get some other exercise every day.
• Wash your hands frequently. Use liquid soap.
• Don't share drinking and eating utensils.
• Minimize contact with people who are coughing and sneezing.
• Eat a balanced diet including fruits and vegetables.
• Use a cool mist humidifier at home and at the office. Heat tends to dry out nasal passages.
• Drink plenty of fluids such as water and juice.
• Dress appropriately for the weather conditions.
• If the symptoms persist despite self-care efforts, call your doctor.
  

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