In a typical medical office layout, there’s a front door that’s used by patients and a rear door (or staff entrance) for employees. Of course, this can be quite convenient, especially when connected to employee parking. But an interesting consequence of this configuration is that physicians and managers never experience the reception area from the […]
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One of our previous clients decided to move on from her group practice to set up her own practice.   After being in town for just a few short years it would be important for her to have a following of loyal patients. For this reason, I decided to research how patients were rating her, and […]
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A few days ago, the ATM turned 50. The first ATM in the world debuted in London in 1967; we got our first one in the US in 1969. Wow! I bet that the ATM has been around longer than many of you reading this. It’s hard to imagine a time when this technology wasn’t […]
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Recently, the check-in automation company Phreesia invited me to write an ebook on one of my favorite topics: the patient-centered practice. It’s called “Beyond Five-Star Reviews: Why the Patient Experience Matters, and How to Improve It,” and it’s available free with registration — just click on this link. The idea of being more patient-centered and […]
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A new study from the University of Florida found that patients’ rudeness towards their physicians can have a “devastating” impact on medical care. Patient rudeness may play a critical role in medical errors, which by some analyses are now the third leading cause of death in the US. The Florida researchers determined that patient rudeness […]
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This amusing television ad from Cigna is bound to attract a bit of attention from fans of Grey’s Anatomy, Scrubs, House, ER, and MASH. It’s cute. If you recognize any of these tv docs, you’ll likely enjoy it. And it has a message that can help patients get more out of their insurance, and help […]
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As you may know already, I’ve been working on a series of papers on Medicare’s chronic care management reimbursement program (CCM) for the Medical Product Guide. (Click on ‘resources’ after visiting the Medical Product Guide link if you’re interested — they’re free.) Talking to practices that have already started working on CCM, along with others that […]
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ZocDoc just published a compelling new article and infographic pulling data from a survey they recently conducted about patient behavior.  The data put a quantitative face on what many of us have been observing anecdotally and reading in blog commentary online — namely, that patients are increasingly reluctant to see their providers, and costs and […]
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A key factor in the patient-centered movement gaining traction is the Affordable Care Act and its intention to improve population health and reduce healthcare costs in the United States. This is expected to be accomplished through improved patient satisfaction, coordination of care and better clinical outcomes. The Patient-Centered Medical Home (PCMH) is viewed as a […]
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Would you believe that failure to collect consistently and adequately at the front desk can actually create a negative impression of your practice’s patient service? And that skipping financial conversations to keep the focus on patient can actually backfire? Money conversations can be hard for all involved.  And, when a practice staff is very focused […]
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On July 8th Medscape presented a thought provoking discussion with three primary care physicians titled “The Good and Bad of Patient Satisfaction Measures.” This fuels the ongoing debate of the value and  scores as part of physicians’ payment for their patient services — a subject of keen interest to me. In March 2012 the Archives […]
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The idea of ‘nudging’ in behavioral economics gets a lot of play in healthcare. But most of the attention is on the public health/patient side — i.e., how to persuade patients to do what public health administrators believe is best for them.  These ideas often focus on negatives and can be controversial — prompting cries […]
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In 2013 NCQA rolled out the Patient-Centered Specialty Practice, PCSP, Recognition Program to distinguish specialists that achieve specific marks with: Developing and maintaining referral agreements and care plans with primary practices; Providing superior access to care (including electronically) when patients need it; Tracking patients over time and across clinical encounters to ensure patient care needs […]
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The Patient-Centered Medical Home is so much more than just a payment innovation — it’s an idea that appeals for clinical reasons to so many physicians and practice managers, who were already aiming to provide the higher level of care-coordination and patient engagement that is the foundation of the PCMH.  But many small practices we […]
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The buzz about being patient-centered is not just hype, the patient-centered movement is very real and there is much to gain.  The primary premise of the patient-centered movement is that by building stronger relationships with patients they will be healthier.  Healthier patients mean a healthier population.  A healthier population reduces healthcare expenses which have soared […]
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Will your practice be taking part in this eight-state pilot? Requirements will include EHR, flexible hours, various preventive and individualized care activities. http://www.innovations.cms.gov/initiatives/Comprehensive-Primary-Care-Initiative/index.html  
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