An analysis of nearly 35,000 online reviews of doctors nationwide finds that customer service—not physicians' medical expertise and clinical skill—is the overwhelming reason patients complain about their health care experiences on the Internet. The study, published in the Journal of Medical Practice Management (JMPM), finds that only 1 in 25 patients rating their health care … [Read more...] about Study finds 96 percent of online complaints about doctors fault customer service, not quality of care
Managing staff
How to investigate an employment-related complaint from a staffer
Got a complaint from an employee? Investigate it. If that complaint turns into a legal claim, part of the allegation of wrongdoing may well be that the office "didn't take it seriously and failed to investigate," says employment law attorney Ingrid Culp of Fredrikson & Byron in Minneapolis. The law doesn't require that an employer investigate a claim, she says. But it is … [Read more...] about How to investigate an employment-related complaint from a staffer
How to tell when a job candidate or staffer is lying to you
Whether interviewing a job candidate or talking with a staffer about an occurrence in the office, the manager needs to know how to tell who's telling the truth and who isn't. It's an art that calls for close attention to both verbal and nonverbal signs, says private investigator and security consultant Joseph A. LaSorsa, a former senior special agent with the U.S. Secret … [Read more...] about How to tell when a job candidate or staffer is lying to you
Cultural differences create new frontier for office managers
By Steve M. Cohen bio With all of the discussion about harassment and other personnel issues, I'm surprised there's not more recognition of the different assumptions that people bring because of varying backgrounds and cultures. First, I'm not excusing boring or outright predatory behavior because of cultural or other differences. People must learn to live and … [Read more...] about Cultural differences create new frontier for office managers
Model Notice: Alcohol consumption at practice party
Why you need this notice: Holiday and other office parties often include alcohol, and excessive alcohol consumption poses risks for employees. How this notice helps you: By letting employees know about your concerns for their safety, and providing recommendations for safe behavior, you are acting responsibly. How to use this notice: Modify this notice for your practice. … [Read more...] about Model Notice: Alcohol consumption at practice party
Should you put a lid on political talk in the office?
The current presidential campaign is certainly intriguing. Who doesn't have an opinion about a recent rally, debate or op-ed? No doubt your staff members do. But do you want them to voice these opinions at the office? With political sentiments high—and getting higher—one issue that managers face is how to keep the discussions between staff members from becoming heated to the … [Read more...] about Should you put a lid on political talk in the office?
Don’t make the right move for the wrong reasons
By Steve M. Cohen bio I'm sure you've heard people use expressions like, "it will all come out in the wash." I suspect this phrase is now a bit dated, but the idea is that even if things start in a negative way, they'll be all right in the end. I generally agree with this philosophy, but if you're a medical office manager, it's not a solution I would count on. … [Read more...] about Don’t make the right move for the wrong reasons
5 proven ways to motivate your staff without spending money
Motivating staff isn’t a matter of money. It’s a matter of management, says business and leadership coach Monica Wofford of Contagious Companies in Orlando, FL. Here she lists five good motivators within reach of any manager, regardless of the payroll budget. Fit the person to the job Find out what each staffer’s skills and interests are and align those elements with the … [Read more...] about 5 proven ways to motivate your staff without spending money
Stress should be recognized and dealt with quickly
By Steve M. Cohen bio Workplace stress is a topic that is often covered, including by this blog. It's also a topic that managers continue to find challenging—and a problem for their teams and office performance. With new regulations almost weekly, late payments, and backed up waiting rooms, it's not always easy to maintain a positive environment. Unfortunately, as … [Read more...] about Stress should be recognized and dealt with quickly
Changes to watch for in disability and absence management
Employee leave continues to undergo change and become increasingly complex. Although several regulations, such as the Family and Medical Leave Act (FMLA) and Americans with Disabilities Act and Amendments Act (ADA/AA), have been in place for several years, legal interpretation and application are subject to ongoing clarification. Meanwhile, regulatory initiatives under the … [Read more...] about Changes to watch for in disability and absence management