AUDIOCONFERENCE ON CD AND AUDIO ARCHIVE
sponsored by The Satisfied Patient, Second Edition
presented on November 8, 2007
Proven process improvements can reduce liability
The number of medical malpractice claims continues to grow, and physicians are paying the high price. In many instances, a simple and preventable miscommunication or oversight is to blame. To successfully reduce the risk of costly liability, physicians and practice staff alike must take steps to improve patient documents, records, and interactions.
During this 60-minute audioconference, two legal experts in the healthcare industry offer risk management strategies, including new documents and event management processes, for reducing some of the root causes of malpractice claims—patient dissatisfaction and communication lapses. From new consent forms to proven customer service techniques, this program provides you with valuable tools you can adapt to your own practice, and simple tips everyone in your practice can implement to improve patient satisfaction and ultimately keep you out of the courtroom.
LEARNING OBJECTIVES
By the end of this program, you and your colleagues will be able to:
- Identify strategies to limit the frequency and severity of medical malpractice claims
- Improve communication between patients and healthcare professionals
- Identify the elements of five-star customer service
- Strengthen documentation in key liability areas
PROGRAM AGENDA
- Identifying why patients sue
- Communication lapses
- Service lapses
- Improving documentation and medical records
- Second generation informed consent forms
- Accountability documents to improve patient history records
- Patient contracts—setting expectations up front
- Integrity of the medical record
- Improving customer service and patient satisfaction
- Five-star customer service
- Practical service-recovery strategies
- Behavior modification for staff and physicians
- Q&A
FEATURED SPEAKERS
James W. Saxton, Esq., is a shareholder with the law firm of Stevens & Lee, where he is chair of the firm’s healthcare litigation group and cochair of its healthcare department. He has been defending physicians and hospitals in state and federal courts for more than 25 years. In addition, he uses his extensive experience as a litigator to advise hospitals, medical groups, and retirement communities throughout the United States in connection with understanding and reducing their professional liability risk. Saxton also develops risk-reduction strategies for healthcare providers and organizations and has created innovative strategies and educational programs to support them.
Paul English Smith is vice president and general counsel for Cabell Huntington Hospital, a 322-bed tertiary referral center in Huntington, WV. In addition to his duties as a member of the executive management team, he is the in-house legal advisor to the hospital’s governing body, management, and the medical and dental staff. Smith is responsible for management of the hospital’s self-insurance program for professional, general, and employers’ liability, including risk, claims, and litigation management. He also oversees the hospital’s corporate compliance program and serves as a member of the Marshall University Institutional Review Board and the hospital’s bioethics committee, among many other duties. Smith is the current president of the American Society for Healthcare Risk Management. He is a member of the American Health Lawyers Association and a Certified Professional in Healthcare Risk Management, with more than 25 years of experience as a practicing and in-house attorney as well as over 20 years in healthcare risk management.
BONUS TOOLS INCLUDED IN YOUR MATERIALS PACKET!
In addition to the expertise and advice presented during this audioconference, you’ll also receive a printed slide presentation of the program materials, along with these helpful, takeaway tools:
- Second-generation informed consent sample template
- Sample patient contract
- Adaptable forms from The Satisfied Patient, Second Edition
Program materials are provided with PDF links.
WHO SHOULD LISTEN?
- Physicians
- Practice administrators
- Office managers
- Risk managers
- CEOs and COOs of medical group practices
- Medical staff directors
NEW PURCHASE OPTION: AUDIO ARCHIVE
In addition to the regular purchase option for HealthLeaders Media audioconferences, audio CD, we are pleased to offer a new option, an audio archive. Audio archive allows you to download the program and play it back at your convenience through your computer or MP3 player. Purchase a CD or audio archive of the program and listen when you can. It's also a perfect training tool for new staff or as a refresher for veteran staff.
Save money when you purchase multiple copies! Ask your customer service representative about money-saving
discounts and bulk orders. Call toll free 800-650-6787 or e-mail
customerservice@hcpro.com.
