The Merry Medical Assistant: The Role of the Medical Assistant in Risk Management In the Medical Office

We tend to focus on treatment plans for patient's and the role of the medical assistant in helping the doctor implement his course of action. Yet, how we treat our patient's as consumers may be just as important as how we treat their medical issues.

Why risk management matters?

Risk management in the medical office is about policies in the office that promote the daily use of best practices.. These practices are the one’s that assure the safety of staff and patients; in the daily operation of the medical office.

Best practices for a group or individual physicians are there make sure they are complying with legal standard and ethical standards of the profession. Standard compliance limits the chance of legal liability for the physician. Individual medical malpractice suits can be reduced by office having policies that provide checks and balances in patient care to prevent mistakes. Patient policy should also address patient concerns in a timely manner. This prevents minor issues with patient’s becoming major issues that could result loss of patients or lawsuits.

Policies and Prodecures for a Successful Medical Practice

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The change from paper charts to electronic health records is an opportunity for staff to commit to accuracy on a new level.

Source: Wikimedia Commons- NARA

The Devil is In the Details

Minor mistakes in the diagnosis and treatment of patients can lead to law suits. The office manager can not correct mistakes made by the physician in individual patient care , but correct medical record management can reduce errors. Most physicians make decisions based on a review of charts as well as direct patient examination. Poor data gathering on test results, allergies, or past care can result in serious mistakes in patient care. New laws involving patient privacy and patient care require practices update their practices involving patient records. These should mean that medical assistants and all staff involved in adding data or correcting data in patient’s records; should be committed to accuracy.

It is important to know how happy your patient's are with your practice. Using common sense in patient communication can reduce the legal risk your medical office faces.

Breaking Up is Hard to Do

Some practice risk management is straight forward. Placing signs in waiting areas when floors are wet or simply moping when the practice is closed can reduce this simple type of risk. Patient termination is a bit more complicated.

Practices terminate patient care for a number of reasons. Sometimes it is that the patient has been disruptive or refused to comply with care plans. Many times patients are terminated because the physician can not provide the scope of care needed; and the patient has been unwilling to use referrals from the physician. Sometimes the patient has failed to pay their part of bills for services or keep scheduled appointments.

Most states have laws to cover the ways physicians can terminate the patient physician relationship. You must a have policy in place to comply with these laws. You should provide written notice of termination to the patient within the guidelines. It is also good for a practice to publish notices to existing patients the reasons that the relationship may be terminated. These way patients can be aware if they are acting in ways that may cause them to be dropped from the practice.

Having clear policies for patient scheduling decreases missed appointments and having to charge patients for no shows. Letting patients know the payment options and policies for a practice can reduce the need for practices to dismiss their patients due to unpaid bills. If a referral is made for continuing care the appointment should be made from the current physician’s office. Good communication practices reduce the number of patients who are dismissed for disruptive behavior. Good bed side manner and customer service do a lot to keep patients from becoming frustrated and disruptive.

The practices and policies I have outlined above will reduce the risk of the need to terminate patient relationship. They will also reduce the risk of liability over all for the practice. People are less likely to sue practices where they felt they were treated with respect; they are less likely to leave practice if they fell valued as patients. This is true even if a patient feels a mistake in their health care may have occurred. People are less likely to be disruptive in waiting areas if they are seen in a timely manner. Most patients want to pay their bills on time. They simply need to have their questions answered and payment arrangements made they can manage. The golden rule is still the best way to reduce the liability of the practice overall