Business for Health Business Skills for Private Medical Practices

1. BusinessforHealth Business Skills for Private Medical Practices Module 10: Risk Management in Your Health Practice

2. A Quick Start Welcome! While you are waiting for the class to begin, please take the Pre-Test and make sure your name is on it before you hand it to the facilitator. Thank you!. Business Skills for Private Medical Practices

3. Agenda Welcome Risk Management Defined Telephone Communication Risks Credentialing Risks Medication Management Risks Privacy and Confidentiality Risks Risk Management Summary and Evaluation Close Business Skills for Private Medical Practices

4. Learning Objectives During this session, you will: • define risk management; • assess the need for telephone protocols; • create a credentialing checklist; • review the consequences when the “Six Rights” of medication management are not fulfilled; Business Skills for Private Medical Practices

5. Learning Objectives • describe your privacy and confidentiality practices; • propose how to handle risk management issues; • discuss the relationship between risk management and quality improvement in a health practice; • describe the next step; and • state your key take-away from this session. Business Skills for Private Medical Practices

6. Introduction You will have 1 minute to introduce yourself: 1. Your name 2. Your position 3. Your business 4. How long you have been in business Business Skills for Private Medical Practices

7. Risk Management Defined Business Skills for Private Medical Practices

8. Discussion Question Please pop up and stand by your chair if you have an answer to this question: How does risk management apply to human resources, medications, medical supplies, medical records, and facility management? Business Skills for Private Medical Practices

9. Risk Management Are you: Business Skills for Private Medical Practices

10. Telephone Communication Risks Business Skills for Private Medical Practices

11. The Need for Telephone Protocols • What procedural problems occurred? • What are the pros and cons of patients calling a doctor or nurse on their personal cell phones? • If doctors or nurses are allowed to give medical advice over their personal phones, what telephone protocols are needed to minimize risks? Business Skills for Private Medical Practices

12. Telephone Protocol Most Common Problems: • Undocumented advice from clinical staff • Inappropriate triaging by clinical staff • Medical advice from non-clinical staff Business Skills for Private Medical Practices

13. Sample Phone Message Form Business Skills for Private Medical Practices

14. Sample Phone Message Form Business Skills for Private Medical Practices

15. Seven Rules for Medical Office Phone Etiquette Business Skills for Private Medical Practices

16. Credentialing Risks Business Skills for Private Medical Practices

17. First Hand Credentialing Direct qualification confirmation (or “firsthand credentialing) of clinical staff represents another practice risk. Credentialing involves obtaining, reviewing and verifying an applicant care provider’s licensure, certification and references- before hire. Business Skills for Private Medical Practices

18. First Hand Credentialing Create a credentialing checklist that a practice can use to directly: • Verify the credentials of all clinical staff before they start employment • Confirm the scope of hospital privileges Business Skills for Private Medical Practices

19. Credentialing Risk Factors Red Flags to Consider Remember: Any inconsistent information between the application and verification is suspect! Business Skills for Private Medical Practices

20. Sample Credentialing Checklist Business Skills for Private Medical Practices

21. Sample Credentialing Checklist Business Skills for Private Medical Practices

22. Medication Management Risks Business Skills for Private Medical Practices

23. Medication Management “Six Rights” Business Skills for Private Medical Practices

24. Medication Errors • What procedural problems occurred? • What should have been done to ensure that the “Six Rights” in medication management were fulfilled? • What are the lessons in this case related to: • How doctors order drugs? • How pharmacists fill orders? Business Skills for Private Medical Practices

25. When Do Errors Occur? Business Skills for Private Medical Practices

26. “Medication Errors” At the ordering stage: • Illegible handwriting • Look-alike, sound-alike drug names • Non-standard abbreviations • Verbal or telephone orders (which result in transcription mistakes Business Skills for Private Medical Practices

27. Prevent “Medication Errors” • Written standards for drug names and dosing abbreviations • Written policy for verbal or telephone orders Business Skills for Private Medical Practices

28. Sample Medication and Allergy Record Business Skills for Private Medical Practices

29. Privacy and Confidentiality Risks Business Skills for Private Medical Practices

30. Privacy and Confidentiality • How do you ensure that other patients cannot overhear conversations when the clinical staff discusses patient information? • What are other ways that patient privacy can be violated? • How do you sensitive your staff to the issues of privacy and confidentiality? Business Skills for Private Medical Practices

31. Risk Management Business Skills for Private Medical Practices

32. Risk Management Case Dr. Evans Kwendo: • Use the Risk Management Assessment Job Aid on page 27; and • Identify the major risks that have occurred in Dr. Evans Kwendo’s practice; and • Develop an appropriate risk response strategy for each of the identified risks. Business Skills for Private Medical Practices

33. Risk Management Assessment Business Skills for Private Medical Practices

34. Risk Management Assessment Business Skills for Private Medical Practices

35. Summary and Evaluation Business Skills for Private Medical Practices

36. Risk Management and Quality Improvement • Risk management is part of quality improvement. Business Skills for Private Medical Practices

37. Risk Management and Quality Improvement • Risk management is part of quality improvement. Business Skills for Private Medical Practices

38. Risk Management and Quality Improvement • Risk management feeds error data into quality improvement. Business Skills for Private Medical Practices

39. Risk Management and Quality Improvement • Risk management feeds error data into quality improvement. Business Skills for Private Medical Practices

40. Risk Management and Quality Improvement • Quality improvement goes beyond risk management. Business Skills for Private Medical Practices

41. Risk Management and Quality Improvement • Quality improvement goes beyond risk management. Business Skills for Private Medical Practices

42. Evaluation Sheet Business Skills for Private Medical Practices

43. The Next Step Take proactive risk management actions: • Identify the three most significant risk management issues that could have negative consequences for your practice. • Determine the actions needed to decrease these risks. • Define training your staff needs to better manage risk in your practice. Business Skills for Private Medical Practices

44. Let’s See How Much You’ve Learned Please take the Post-Test. We will compare it to your Pre-Test to see how much you’ve learned in this session. Thank you. Business Skills for Private Medical Practices

45. My Key Take-Away Business Skills for Private Medical Practices