Excerpted from Medical Economics, 3/16/07
You've heard it before: "Patients are more likely to sue physicians that they don't like."
Unfortunately those ill-feelings sometimes have nothing to do with the physicians. They stem from feelings generated at the front desk of your practice.
For instance, this is a summary of a patient complaint: "I needed a referral to a specialist, but the receptionist said I had to come in, which meant a $30 co-pay just to get a referral letter from my doctor. When I questioned that, I was told that that is their policy. They are money-grubbers! They know I have to see this specialist twice a year and do not need an extra examination."
In this case the doctor knew nothing about visits to such a specialist. In the past, the insurance company had not required a referral for this particular specialty. Although there was no merit to the patient's complaint, it could have been handled differently.
Rather than focusing on the co-pay, the receptionist could have told the patient:
1. The doctor is now required by her insurance company to assess her request.
2. He can't make the referral without an appropriate history and medical indication.
3. There may be a problem of which the doctor is unaware. He needs to understand that problem in order to provide the best overall care.
4. This condition could have an impact on another condition or medication.
5. The doctor needs to determine if additional treatment, testing or referrals are necessary.
Some patients may have still been upset, focusing only on the $30 co-pay, but properly explained, the patient may have better understood the necessity for the visit.
Counteract such problems by:
1. Instructing employees to tell patients why they might need to be seen prior to issuing a referral.
2. Be sure that patients know that care in one physician's office can affect care and treatment in another's office.
3. Reinforce to employees that rude treatment could leave the patients angry at the doctor.
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