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Although lawsuits against nurse practitioners (NPs) and physician's assistants (PAs), often referred to as "mid-level providers" or "physician extenders," aren't very common, they typically name the supervising ED physician.
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All action in the medical malpractice arena is happening in the states; the U.S. Congress has no stomach to tackle the issue, as evidenced by its failure to include tort reform in its behemoth 2,700-page health care reform bill.
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"There are unscrupulous lawyers, some of whom are very skilled and may hope to settle for just a little bit of money," says Kelen. "But I've been at this for a while, and I am not really aware of suits that were so frivolous that they were brought just to get money."
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Have you or one of your colleagues been named in a lawsuit that seems so frivolous that it could be the poster child for tort reform? If so, that doesn't change the fact that you may be in for a life-changing experience.
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Imagine you're a patient calling to make an appointment. You may wait an extended period of time before the call is answered. Or, someone may answer the call and then put you on hold or route you to another person who cannot help you. Either way, you're not getting that appointment as quickly as you could be, and you're likely to be dissatisfied.
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Whether your biggest "pain point" is a sudden surge in denied claims, terrible compliance with a new payer requirement, or a slowly growing trend of unhappy patients, the solution comes from the same place. Your staff know the answers whether they realize it or not.
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If a satisfaction survey includes any positive feedback about an access employee at Greater Baltimore Medical Center, this does not go unnoticed.
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If patients report being "very dissatisfied" with the admission process, does that mean they're angry because a registrar was rude and unfriendly? Or was it because they waited hours in the emergency department hallway for an inpatient bed to become available?
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Like many improvements in patient access processes, increasing up-front collections is not as easy as it sounds. One way to facilitate this is by giving staff incentives.