Medical Mutual Insurance Company of Maine
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Table of Contents for Physician Office Policy Manual

  1. General Policies and Procedures
    1. Patient Rights
      1. New Patient Protocol
      2. Consent –
        1. General Consent to Treat
        2. Informed Consent for all Invasive Procedures *
      3. Complaints/Grievances
      4. Confidentiality
      5. Limited English Proficiency (Interpreter; ITT)
    2. Termination of Relationships/Services with Patients *
    3. Billing/Collection Policy *
    4. Appointment Patient Cancellation Policy (i.e., charges, patient’s timely notification of cancellation, etc.)
    5. Telephone Advice/Telephone Triage; Prescription Request/Refill Policy *
    6. Follow-up:
      1. Missed appointments/no shows *
      2. Appointment cancellations *
    7. Use of Answering Service
    8. Availability of Emergency and After-Hours Care
    9. Identification and Notification of those patients who require follow-up and notification of Lab and Diagnostic Study Results *
    10. Chaperoning patients during exams
    11. Patient Education
    12. Scope of Services Provided
    13. Safety Program-Fire, OSHA, Staff and Patient Safety (Violent Occurrence) *
    14. Risk Management Program *
      1. Incident/occurrence reporting
    15. Reporting Required by State (i.e., DHS/abuse)

  2. Personnel
    1. Job descriptions with defined competencies *
    2. Employee Handbook (confidentiality statement – signed by employee)
    3. Human Resource Policies
      1. Harassment
      2. Counseling
      3. Termination of Employment
      4. State and Federal Guidelines
      5. OSHA Regulations

  3. Medical Records
    1. Documentation requirements *
    2. Accepted Abbreviations
    3. Release of information (form) *
    4. Fax Machine Policy (form)
    5. Maintenance and Retention *
    6. Policies specific to Electronic Medical Record (EMR)

  4. Equipment
    1. Preventive Maintenance (log) *
    2. Emergency Cart *

  5. Infection Control
    1. Universal Precautions
    2. Cleaning, disinfecting, and sterilizing equipment *
    3. Use of multiple dose vials
    4. Handling sharps/hazardous wastes/disposal (spill kit) *
    5. Latex allergies
    6. Housekeeping
    7. Immunization policy

  6. Medications

    1. Storage and Handling of Samples *
      1. Stock
      2. Storage
      3. Distribution (form) *
      4. Disposal
    2. Patient Instruction/Documentation of Education
    3. Utilization of Narcotics *
      1. Storage
      2. Access
      3. Reconciling
    4. Pain Agreement (known also as Pain Contract) *
    5. Reporting of Adverse Drug Reactions.

  7. Diagnostic Tests
    1. Laboratory (if applicable)
      1. Obtaining specimens
      2. Identification of specimens *
      3. Storing/transporting specimens
    2. Cardiology Testing (if appropriate)
      1. EKG
        1. Administering
        2. Reading
        3. Sending results
    3. Glucose Monitoring
    4. INR Monitoring
    5. Pap Smears

  8. Courier Service (if applicable)
    1. Specimens
    2. Mail

  9. Materials Management
    1. Supplies
    2. Printing

  10. Emergency Office Procedures *
    1. Medical Emergency
    2. Fire
    3. Disaster
    4. Evacuation

  11. Miscellaneous
    1. Staff Meetings
    2. Chain of Command

* Information that may be helpful in writing a policy may be found in our Practice Tips.

Sources for policies:

  1. MGMA: Operating Policies and Procedures Manual for Medical Practices, 200 P&Ps and a CD.
  2. Medical Consultants Network: Medical Office Policy and Procedure Manual. Has CD as well.

Medical Mutual Insurance Company of Maine offers this information as reference information only and is not intended to establish practice standards or serve as legal advice. MMIC recommends you obtain a legal opinion from a qualified attorney for any specific application to your practice.