A representative leaves several boxes of prescription samples. Someone puts them in the cupboard, another staffer moves a few to an exam room and a clinician takes a package for a patient. Weeks later, a recall notice arrives. Can the practice identify the affected lot, locate the remaining packages and determine whether any went to patients? An orderly cupboard helps, … [Read more...] about Drug Samples Need More Than a Storage Cupboard
Managing patients
See Your Medical Office Through a Patient’s Eyes
You know where to park, which entrance to use and what happens after check-in. Your patients may not. Someone arriving for the first time could be worried about a diagnosis, uncomfortable, running late or helping a family member who needs assistance. An unclear sign or an unanswered question can make an already difficult day harder. This checklist helps you examine the … [Read more...] about See Your Medical Office Through a Patient’s Eyes
The Patient Who Arrives Without an Appointment
A patient walks up to the front desk and asks to be seen today. There is no appointment on the schedule, and every provider looks fully booked. What happens next should not depend on which staffer happens to be at the desk. A walk-in may need urgent clinical attention, help with a scheduling problem, or information about where to go. Front desk staff need a clear way to … [Read more...] about The Patient Who Arrives Without an Appointment
When the Front Desk Becomes a Triage Desk
A patient calls and says she has been dizzy all morning. Another reports worsening pain after a procedure. A parent wants to know whether a child’s fever can wait until tomorrow. These calls often reach the front desk first. The staffer answering the phone wants to help, but there is an important line between collecting information and giving clinical advice. Without … [Read more...] about When the Front Desk Becomes a Triage Desk
Building a Strong Referral Base: A Conversation with Michele Krohn of Full Circle PR
Medical office managers know referrals don’t happen by accident. They’re built through strategy, consistency, relationships, and—just as importantly—compliance. To unpack what really works, Medical Office Manager sat down with Michele Krohn, founder of Full Circle PR, an award-winning public relations and marketing firm that has helped hundreds of medical practices nationwide … [Read more...] about Building a Strong Referral Base: A Conversation with Michele Krohn of Full Circle PR
Tool: Patient Portal Management Protocol
Patient portals have become one of the most important communication channels in modern medical practices. They allow patients to ask questions, request prescription refills, check test results, and follow up with their care team without calling the office. While portals improve convenience for patients, they can also create a steady stream of messages that staff must manage … [Read more...] about Tool: Patient Portal Management Protocol
The Authorization Was Approved—But It Expired
Your staff obtained the prior authorization. The approval number is in the patient’s record. The appointment is on the schedule. Everything appears to be ready. But an authorization is not permanently valid just because it was approved once. It may have expired, reached its visit limit or stopped matching the service the provider intends to perform. Unless someone … [Read more...] about The Authorization Was Approved—But It Expired
Did the Referral Ever Happen?
A physician enters a referral order. A staffer sends the information to a specialist. The task is marked complete. But is it? The specialist’s office may not receive the referral. The referral may be missing records. The patient may never return a scheduling call. An authorization may expire. The consultation may take place, but the report may never reach the referring … [Read more...] about Did the Referral Ever Happen?
The Office Runs on Handoffs
A patient may spend only 20 minutes in your office, but that visit can involve half a dozen staff members and multiple transitions. Reception checks them in. A medical assistant gathers vital signs. A provider examines them. Lab work may be ordered. Someone schedules follow-up care. Billing, referrals and prescription requests continue after the patient has left. Each … [Read more...] about The Office Runs on Handoffs
Turn Off the Cable News. Turn On Something Better.
Walk into many medical waiting rooms and you'll find the television tuned to a cable news channel. Patients waiting for an appointment are treated to a nonstop stream of breaking news alerts, political arguments, market swings, natural disasters, and crime reports. Even if the volume is low, the captions alone can raise anxiety in a room already filled with people who may be … [Read more...] about Turn Off the Cable News. Turn On Something Better.