Articles Posted in Improving Your Practice

1047190_instrument_collection.jpgThe concierge practice of medicine is the wave of the future. This is very good news for the American consumer and tax payer.

As the price tag for Medicare has increased, so has the pressure on federal lawmakers to do something to avoid the looming fiscal disaster that attends rising health care costs. Since the U.S. Taxpayer demands that Medicare costs somehow be contained while, ironically, the U.S. Voter (same person, different hat) views Medicare as a sacrosanct entitlement to consume health care, the lawmaker “solution” has thus far focused the cost-cutting pressure on the supply side of health care, including cutting physician reimbursement. See, e.g. The Plea for Repeal of the Medicare Sustainable Growth Rate, May 4, 2013 post, this Blog. The trend of private insurers and other non-government payers is to follow what Medicare does (at least with respect to setting physician reimbursement rates and billing rules). An unintended consequence of the downward pressure on physician reimbursement together with modern health care’s increasing red tape/regulation and associated costs and headaches has been to drive primary care physicians out of private practice altogether. They are fed up. Many doctors have found (or are looking for) hospital employment. Others have retired. This trend has been referred to as the “silent exodus” of physicians and threatens to profoundly impact patient access care in a negative way. See National Survey Points to a “Silent Exodus” of Physicians, Merritt Hawkins, September 24, 2012.

Thankfully, some physicians are discovering that the concierge practice of medicine can be a smart, rewarding way to own and operate a private medical practice as a business that, rather than suffering the severe strains of the third-party-payer model, is free to actually focus on practicing medicine. For many doctors, the concierge medical practice model is returning private practice to its correct state — a real practice of medicine, medical judgment and care that is patient focused and free from the intrusion into the business of rendering care that a commercial or governmental third-party payer necessarily creates.
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251732_agreement__signing.jpgSome health plans would have doctors believe that all terms and conditions in health plan contracts are immutable. That is not true. Health plan contract language can and should be negotiated under some circumstances. All physicians are strongly cautioned against blindly signing health plan contracts or any “paper work” that comes across your desk concerning rates, charges, reimbursement or network participation on the assumption that you have no choice. All physicians should be vigilant about establishing an organized contracting methodology that will identify contract issues that may warrant concern and discussion with a health plan representative about possible language changes. There is strength in numbers: the more physicians proactive about negotiating health plan contract provisions, the more effective all physicians will be in contracting with payers.

The contracting guidelines below are recommended to physicians and their office administrators as a starting point for establishing effective contracting protocol for medical practices. Where there are particular concerns about the potential effect of contract language, there is no substitute for obtaining legal advice.

1. Reject the premise that health plan contracts are non-negotiable.

You can negotiate health plan contract language. If you assume all health plan contract language is a take-it-or-leave-it proposition, you will necessarily be unable to determine what particular provisions a health plan might be willing to negotiate with you.

2. Develop and follow a specific office contracting protocol.

Readiness is the first step to good contracting practices. Set up, then faithfully use, a plan for your office, to include the following elements:

• appoint a trusted, long-term employee to be responsible for contracting • systematically collect, organize and store all health plan contracts and all correspondence and notices from the health plans
• carefully read every contract (or, at a minimum, have your appointed employee do so) against a Contract Review Checklist (see below), and list any questions or issues of concern • monitor all contracts — most are evergreen and will automatically renew unless one party terminates or proposes modification • know when contracts expire, calendar expiration dates and deadlines for giving any required notice of cancellation
3. Establish strong rapport with a health plan representative.

You will accomplish much more if you are dealing with an individual you know and with whom you have good rapport. Good practices to develop rapport with health plan representatives include the following:

• have face to face meetings with the representative when possible • be prepared for all meetings with the representative • remember that you are negotiating a relationship not a transaction • as much as possible, channel contact with a health care plan through one person in your office and one with the health plan • train the health plan representative to believe that you are reasonable (by, for example, periodically making small language proposals)
• differentiate your practice – the health plan needs to want your participation • demonstrate that you do things professionally
4. Realistically assess your ability to negotiate a provision.

Various factors influence whether and to what extent a health plan will negotiate particular contract provisions. Before you raise an issue with a health plan, assess your negotiating position.

• What is the value of the contract to your practice?
• What percentage of your business does the health plan represent?
• Do the fees cover your true cost of doing business?
• Are the health plan’s administrative requirements realistic?
• Does the health plan steer patients to you?
• What is the impact of dropping a plan on referrals – do you need to stay in plan because referring doctors will also refer patients from good plans?
• What are the strengths of your practice that might make you more attractive to the health plan?
• Do you add value to the health plan’s network (e.g., you are the only specialist within so many miles).
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Despite all of your training in medical or dental school, many patients may feel that you have a long way to go with administrative efficiency or bedside manner.

As medical professionals, your job is more than examining, diagnosing and treating patients. It is imperative that your patients feel truly cared for by you and your staff. Since there are many doctors and dentists to choose from, losing your patients to another professional is just a phone call away. The internet is filled with sites such as Angie’s List, HealthGrades, RateMDs and Vitals; all of which provide information related to patient satisfaction.

Patients require more than simply taking care of their illness, injury or toothache. These patients, like it or not, are “customers.” They deserve to be treated with kindness, dignity, respect and courtesy. If a patient is having a particularly hard time with a physical condition, a mental problem or a painful dental ailment, taking the time to call and ask how they are doing can be particularly comforting. By going the extra mile, you are setting yourself apart from other professionals in your field.

One of the items on patients’ complaint list is having to sit and wait for one or two hours to see their doctor or dentist, when they have had an appointment for weeks. If for some reason you are running behind, make sure your staff calls them or sends a text message advising them of the delay. This will send a message to your patients that you respect their schedules and they will in turn respect yours.

Always have your staff call your patients if you are going to be out of town or have some other conflict for the date of their appointment. Never allow a patient to show up for an appointment only to be told that you are on vacation or attending a conference.

Having a competent and friendly staff is a tremendous asset to your practice. They are an extension of you and their demeanor and attentiveness can go a long way to the success of your practice. They are the first and last people a patient sees when coming into your office. How they are perceived can result in positive or negative feelings. Occasionally, it is a good idea to visit with patients about how they feel about the staff members. Ask if they are they attentive, do they promptly return phone calls, and have they been treated well or has someone been rude or impatient with them.

Since your staff can either make or break your practice, it is important to take care of them and show your appreciation for their team effort. Make them want to come to work every day, thrilled, excited and with a smile on their face. Take time to inquire about their likes and dislikes. Perhaps there are some changes in the office that would make them happy and improve their effectiveness.
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