Programs

Physician’s Customized Five-Star Service Excellence Program

This 90-day intensive practice-specific program is designed to achieve a level of understanding by all clinicians and staff about the guiding principles and prerequisites to achieving true service excellence and patient satisfaction within your practice. Through the use of carefully crafted assessment questionnaires designed to measure and establish a baseline of perceptions of the existing attitudes and practice culture, all providers and staff are asked to confidentially identify positive and negative aspects of the practice viewed from the eyes of a patient as well as barriers to change that are perceived to exist within the practice. Other data is also collected about the practice and submitted confidentially to Stevens & Lee. The collected data is reviewed and analyzed by Stevens & Lee’s Loss Control professionals and a report outlining key points and specific steps for improvement is developed. This information is included in a practice-specific educational program that is presented on-site by James W. Saxton, Esq. author of The Satisfied Patient. Mr. Saxton provides specific guidance, steps and strategies to the practice to assist them to identify a focused service excellence plan for the next 12 months including tools and monitoring practices to measure continued improvement in patient satisfaction.

Guidebooks

Sorry Works! Disclosure, Apology and Relationships Prevent Medical Malpractice Claims, written by James W. Saxton, Esq., Maggie M. Finkelstein, Esq. and Doug Wojcieszak, Sorry Works! founder and spokesperson

Disclosure is a hot topic today. This book is the how-to-manual for hospitals, medical practices and insurers wanting to implement disclosure programs. The book provides a complete overview of disclosure, including why and how disclosure works; how to develop a successful disclosure program; how to apologize to patients and families; and how to handle doubts and questions about disclosure and apology.

The book is concise – around 100 pages – so even the busiest healthcare, legal or insurance professional will be able to read it in a short amount of time! The book includes a post-reading quiz eligible for CME credits.

To order, contact Doug at (618) 559-8168 or doug@sorryworks.net. Or place your order online by clicking here.

The Satisfied Patient, Second Edition: A Guide to Preventing Malpractice Claims by Providing Excellent Customer Service, by James W. Saxton, Esq.

This book illustrates how focusing on patient satisfaction can not only better your organization, but can reduce the potential of professional liability claims and impact the outcome if claims are initiated. You must do everything you can to reduce your liability risk and prevent potential lawsuits. This means making sure that patients leave your office or facility feeling good about their experience. Let The Satisfied Patient, Second Edition help.

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Five Star Customer Service: A Step-by-Step Guide for Physician Practices, written by James W. Saxton, Esquire, Maggie Finkelstein, Esquire 

A guide book for physicians looking to take control of their liability exposure and improve their practices’ bottom line – all the while increasing their patients’ satisfaction with the service they receive from their health care provider.

As measures involving performance improvement and reimbursement are increasing tied to patient satisfaction, Five-Star Customer Service: A Step-by-Step Guide for Physician Practices comes at a time when the quest to attain an excellent service culture in the physician’s office has taken on greater significance than ever before.

The authors provide a step-by-step guide for moving physicians’ practices to “five-star practices,” beginning with how to bring organizations on board with the concept and incorporating excellent customer service strategies to maintain a high level of service. These strategies not only improve patient satisfaction, but also can make a practice become the provider of choice – and the employer of choice. In addition, these principles can significantly reduce the potential of a lawsuit and the associated financial risk.

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Communicating with Patients and Families – with Special Emphasis on Healing Disappointment

A step-by-step guidebook for physicians, practice staff and hospital or ambulatory care center staff that includes particular emphasis on patients/families dealing with the disappointment of an unexpected or disappointing health outcome. This guidebook is designed to help you understand the importance of communicating effectively and collaboratively caring for patients and families.

The Top 15 Policies and Procedures to Reduce Liability for Physician Practices, written by James W. Saxton, Esquire.

This publication was co-authored by Maggie M. Finkelstein, Esq., Associate in the Health Care Litigation and Health Care Department, and Patricia M. Kearney, RN, MPA, ARM, Risk Management Specialist.

This handbook provides comprehensive advice, strategies and sample policies to help office-based physician practices reduce professional liability risk while increasing patient safety and improving the quality of patient care. The authors address the top areas of liability risk – quality improvement, customer service, patient satisfaction, patient rights and responsibilities, documentation, patient safety and legal issues – and offer the 15 most important policies and procedures to help physicians manage their risk and establish a successful practice.

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Videos

The Anatomy of a Malpractice Lawsuit and How to Increase Your Odds

This video provides physicians and healthcare providers with practical and innovative advice about the different stages of a lawsuit, from receiving notice that you're being sued and collecting all appropriate documentation, to giving your deposition and appearing in court. Getting sued can be a trying experience, but being prepared can make all the difference. It is important for a physician-defendant to be a part of the defense team, and this video provides the knowledge and tools you will need to make it through a malpractice lawsuit unscathed.

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Preparing for Your Deposition: How to Make a Difference

This video walks you through the steps you must take before your deposition in a malpractice suit and provides valuable tips and strategies to help physician-defendants prepare for and give and effective deposition. It will help you understand the deposition process, as well as the value of the physician deposition. You will learn about partnering with your defense and also how to reduce your liability risk.

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