NSUCO - The Visionary Fall 2010

the VISIONARY • Summer/Fall 2010 14 information demonstrates your objective commitment to provid- ing coordinated and safe patient care. Appropriate storage of patient-care items will ensure the integrity of the packaging and product content. Do not store supplies where they could become wet (floor or under sinks) or in areas with ceiling-mounted fire sprinklers and be sure that items are stored at least 18 inches below the ceiling. Always check for prod- uct expiration dates and implement an inventory rotation system. Minimize trips and slips by keeping floors clean, dry, and free of supplies. Take note of the office lighting; consider shadows and glare that could impact the patient’s ability to navigate through the office. Monitor the patient’s response to care and treatment, provide assistance to patients getting out of the exam chair, and ensure they are steady on their feet prior to having them leave the exam room. Typically, a lot of trust is placed with the office manager and the front office staff. Take time to listen to how members of your of- fice staff respond to patient phone calls, questions, and concerns. Pay particular attention to see if the information provided is within the scope of their job description. Review the documenta- tion of office staff relating to cancellations and missed appoint- ments because this may provide you with insight for a number of improvement initiatives. Finally, when patients voice concerns relating to care and service, pay attention and determine what is the true root cause of their issues. Demonstrate your commitment to your patients by listen- ing to them respectfully and validating with the patient what you heard. It is often helpful to do this in a private area away from other patients. Patients who feel respected and have a good re- lationship with their provider are less likely to seek a legal remedy. There are resources to assist you with concerns relating to office management and clinical practice, including professional associa- tions and risk-management resources of your liability carrier. These individuals are very happy to help you in addressing issues and mitigating your risk exposure. Often, this consultative serv- ice is available at no additional charge. In the event of a Notice of Intent to Initiate Legal Litigation (the advanced legal warning let- ter in Florida) that you are the subject of litigation, do not ignore this and notify your liability carrier immediately. Failure to take this notice seriously may impact your legal standing. To keep your practice thriving, consider how you like to be treated by your fellow practitioners and go one step above that with your patients. Consistently document your charts concurrently with all relevant information from visits and calls. Ensure that your staff members’ roles are clear and that they view themselves as valued members of the care team. These people really know the pulse of the office and can help you shine. In addition, make the time to incorporate patient safety strategies into your practice because it is much easier, cheaper, and less time consuming than litigation.