Outsourcing
A "Good Thing" - Hiring a Consultant
A little old lady went back to the doctor for her follow-up visit as previously scheduled. It was only after the patient was in the examination room, the doctor said to her, "Mrs. Smith, I'm unable to see you today because your $20 check was returned by the bank." The lady looked at him with a look of satisfaction and replied, "It did? Well that's good because my Arthritis came back too!"
I hope I write jokes better than I tell them. Hard as I try, I will remember the punch line and invariably, must resort to making up the beginning and middle. Although quite witty, I am lousy at telling jokes. Those who know me will tell me to make sure I remember the joke in its entirety before venturing into telling one. What I will share from this point forward is no joking matter.
It is very sad if a patient is not well informed or doesn't know what to expect about their condition or illness when they leave their doctor's office. A physician should not discuss fees and collection issues with patients. Both are unacceptable practices for any practice who wishes for growth. You must practice to a higher standard.
Doctors will take generous amounts of time at the initial examination with a new patient. After the examination, they will even consult with the patient in their private office to discuss the visit and their findings. The red carpet is rolled out for a new patient at the initial exam. They're typically taken in on time or at least called back to get vitals but the wait in the exam room isn't typically that long before the doctor arrives. This red carpet treatment soon disappears where time management is concerned after the initial visit. Long waits in the waiting and exam rooms are the norm, nowadays. The patient is usually in a catch-22 position because the reason for being there is almost always because of illness and not feeling well so they're pretty much at the mercy of the doctor. (As you are aware, there are well doctor visits simply for routine checkup and physicals.) Your blood pressure may have been normal but after waiting too long, it could very well be elevated because of poor scheduling and practice management. It is totally unacceptable to keep patients waiting more than 15 minutes for a scheduled appointment. Why make appointments if appointment times are not honoured? A "walk-in" policy would be better than scheduling. Patients would expect to wait and accept it. Of course, it is absurd to have a walk-in policy with today's technology and lifestyles. It's also, just as absurd to not honour scheduled appointment times.
There is a solution. A very good Consultant is worth their weight in gold. There are Consultants who specialize in Scheduling. What is essentially being scheduled is available doctor time. It makes no sense to schedule 5 patients at the same time who need the identical services of the doctor. It makes more sense to schedule different appointment types or procedures requiring the services of another team member. For example, if one patient requires blood work before seeing the doctor; or another requires urianalysis and another a culture of some kind. These can be handled by different team members and the doctor can move easily from one patient to the next while giving each the attention deserved. This is one area any doctor can shine over his colleagues if it is mastered. A patient's time is just as valuable as the doctor's. They should be treated that way and lead to believe they are truly cared for and respected. Respect is also given by making sure the patient understands the treatment and medications prescribed. A special conference should be set up to discuss in detail with the patient about their condition if the doctor becomes crunched for time. Always have handouts available so the patient can find additional information about what they are being treated.
An experienced Practice Management Consultant would never ever give the doctor permission to discuss finances with a patient. Guidelines should be in place for the team to follow and although the doctor is aware of delinquencies and collection nightmares, he is never to discuss this with patients. If the patient is the one to initiate this subject, the doctor should know the verbal skills to handle this situation without being made to feel uncomfortable or unnerved by the patient.
Your practice can be the practice of your dreams. Bringing in the right Consultants to help you and your team in practicing to higher standards can make a practice the one of choice for patients in need of care.
Avis Ward is a Consultant to dental and medical healthcare professionals in Practice Management specializing in Case Acceptance and Marketing. More information can be found here: http://aviswardconsulting.com/. |
Avis Ward
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