Webinar Archives

Timeless advice

Policyholder resources

Access to past presentations and handouts are available to policyholders by contacting Andrea Lopez at (207) 775-2791.

We will discuss the importance of the patient's participation in their healthcare and their right to choose whether or not to participate in the proposed treatment plan. The discussion will include the importance of engaging the patient in the process of decision-making and risks that exist for the practice when the process is not comprehensive.

Webinar Objectives:

  • Define the purpose of informed consent and informed refusal.
  • Review the process steps in a fully informed consent or refusal.
  • Identify where failure points in the process may occur.
  • Provide best practice recommendations.
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Documentation is a necessary part of patient care regardless if you are on paper or electronic. When documentation is incomplete, your patient’s safety, and physicians liability is at risk. How and what you document will decide if the care can be defended if a complaint or claim is made by the patient or family.

Join us to learn ways to improve documentation in your practice.

  • Describe Liability and Standard of Care
  • Review frequent allegations made against healthcare workers
  • Recognize the liabilities associated with poor documentation
  • Identify what should and should not be documented in a patient medical record
  • Review common charting mistakes and how to avoid them
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This webinar will provide an overview of HIPAA regulations including changes required through Health Information Technology for Economic and Clinical Health Act (HITECH).

  • Recognize the importance of protecting the privacy of health information
  • Define the concept of “need to know”
  • Review HITECH changes to HIPAA
  • Review the Notice of Privacy Practices
  • Discuss release of information
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Summary: This webinar will discuss how to effectively communicate and set boundaries with challenging people in the healthcare setting.

Objectives:

  • Discuss types of challenging people
  • Review techniques for interacting with challenging situations
  • Review setting boundaries with challenging patients and families
  • Review common challenging scenarios and strategies in the healthcare setting
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Summary: This webinar will give a better understanding of different types of workplace harassment and ways to handle.

Objectives:

  • Identify different types of workplace harassment
  • Identify steps to take when workplace harassment happens
  • Supervisors responsibilities for handling complaints
  • Tips for preventing harassment
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Summary: This webinar will examine workplace violence in the outpatient setting and offer suggestions for reducing risks and improving patient and staff safety.

Objectives:

  • Define workplace violence
  • Identify sources of workplace violence
  • Identify risk factors for workplace violence
  • Identify steps to increase safety in the workplace
  • Discuss de-escalation models
Materials
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Knowing what, when and to whom tasks should be delegated in an office practice setting is an ongoing challenge. The delegation of medical and non-medical tasks to staff as a practice transitions to team-based care has the potential to increase efficiency, enhance patient safety, and improve both patient and staff satisfaction. Is your practice ready? The delegation of tasks has inherent risks when not implemented appropriately. This webinar will discuss how defining roles and responsibilities will reduce that risk and assure patient safety.

Objectives:

  • Define delegation of tasks in the office practice setting
  • Review drivers for delegation and team-based care
  • Examine regulations and liabilities specific to delegation
  • Define roles, responsibilities and oversight requirements
Materials
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Starting a new job can be stressful for the new employee and for seasoned staff. Having clear orientation, training and competency programs can ease this stress and help the new employee gain confidence in his/her new role. Consistent competency assessment assures all that the skill level of staff is assessed upon hire and periodically during employment. Documentation of these activities is an important risk reduction activity and human resources tool. Staff input is a key component in successful programs. This webinar will discuss establishing and implementing these programs.

At the conclusion of this webinar the participant will:

  • Understand the differences between orientation, training and competency
  • Be able to identify ways to provide a smooth start for new employees
  • Establish an initial and ongoing competency assessment program that is job specific
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This review of cases of staff orientation and competencies and delegation in the office practice, will help identify:

  1. Inadequate staff orientation that leads to malpractice claims
  2. How neglecting staff competency assessments can increase your practice’s risk
  3. Why improper delegation can put your practice and your professional license at risk
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This Webinar will discuss the “who and when” to use chaperones and turning a complaint into “a good thing” in the office setting.

Objectives:

  • Describe when to use a chaperone in the office setting
  • Describe who should be in the role of chaperone in the office setting
  • Describe documentation in the medical record related to chaperones
  • Identify processes to handle complaints including documentation
  • Recognize how complaints can be of value in identifying processes to change and improve satisfaction
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Patients have many ways to access the provider or medical office practice. Emails, portal correspondence and telephone calls made to the practice for questions regarding symptoms or conditions, whether chronic or emergent, require attention and direction to assure safe patient care. By having effective processes in place, positive patient outcomes and patient satisfaction are more likely to occur. Staff scope of practice, education, and training play a role when designing a process for telephone triage, protocol implementation, and telephone management.

In this webinar, we will address the challenges and considerations for the telephone triage process and at the conclusion of the Webinar you should be able to:

  • Describe and identify areas where risks can be mitigated for telephone triage and protocol management
  • Review strategies to promote quality patient care through effective telephone triage, use of protocols, and telephone management
  • Apply approaches which can maximize the use and effectiveness of telephone triage, protocols, and telephone management
  • Conclude with the review risk management recommendations regarding the use of telephone triage, protocols, and telephone management
Materials
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Office practices should have systems in place to build trust and protect patients from physical and emotional harm. These systems also protect providers from unsubstantiated claims. This webinar will focus on providers who have committed boundary violations as well as claims resulting from breakdowns in patient triage. The review will identify red flags practices should be aware of, including patient complaints, which can alert practices to potential boundary violations. A review of patient triage claims will help identify how system breakdowns can lead to malpractice claims.

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This webinar will review environment of care safety recommendations for your practice and tools to assist you with this initiative.

Objectives:  

  • Review claims data related to the environment of care and identify areas your practice may be at risk
  • Understand recommendations for environment of care safety and how they relate to your office
  • Identify ways to ensure environment of care safety, including safety walk arounds
Materials
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This webinar will cover the importance of Root Cause Analysis in the office practice setting and provide tips on how to conduct and follow-up on an RCA.

Objectives:  

  • Understand the use, structure and importance of root cause analysis
  • Gain knowledge as to how to conduct a root cause analysis
  • Understand of the concepts of RCA2
  • Understand the importance of Action plans and the need to follow-up on all identified actions
Materials
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This webinar will touch upon the legal risks and challenges office practices face when dealing with opioid prescribing.

Objectives:  

  • Identify processes to reduce legal risks involved in opioid prescribing
  • Identify five strategies your staff can use to deal with common opioid prescribing challenges
  • List five documentation practices that can reduce legal risks around opioid prescribing
Materials
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Documentation in the EHR is a challenge for most practices. Documentation is the driver for many competing priorities which the practice is dependent: quality and reimbursement. So where does risk fit in? Join us to identify where practices need to be aware of the risks and offer strategies to reduce these risks.

Objectives:

  • Identify the risks associated with documentation
  • Identify which key areas may impact documentation from a risk perspective
  • Develop strategies to improve documentation from a risk perspective
Materials
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This webinar will examine how communication is a key part of patient safety in the office practice through review of data related to miscommunication failures and exploring ways to prevent these failures. 

Objectives:

  • Examine data related to communication failures
  • Understand how communication is a key part of patient safety in the office practice
  • Identify ways to prevent communication failures
Materials
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Closed claims reviews show that inadequate test tracking and patients lost to follow-up are major factors leading to malpractice claims.  Join us to identify the risks and develop strategies to reduce these risks.

Objectives:

  • Identify risks associated with test tracking
  • Identify risks associated with appointment management
  • Develop strategies to improve test tracking and appointment management processes
Materials
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Is it difficult? Uncomfortable? Unpleasant? You and your staff work hard to manage and juggle the responsibilities of the practice and the demands of today's healthcare system. And when patients are not at their best, because they are ill, stressed and worried, this can translate to an angry, frustrated, demanding, or even manipulative patient. The same is true of people in general. These encounters and relationships take a certain level of energy and finesse. In this webinar, we’ll look at ways to identify and manage difficult patients in a way that you recognize your own triggers so that you can maintain as much control within the situation as possible.

Objectives:

  • Identify the underlying reasons why people become frustrated, upset or angry
  • Learn to interpret body language and cues which signal potential problems
  • Examine behaviors of the patient and ourselves and understand how these behaviors can intersect
  • Implement a consistent approach within your practice to handle difficult patients/people
Materials
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This webinar will examine the vital role that front end staff play in a well-run office practice and offer tools to support them in their role.

Objectives:

  • Recognize the role front end staff play in managing emotions and care of patients and families
  • Understand how receptionists are a key part of the patient-physician relationship
  • Identify tools to support front end staff when dealing with difficult patients, staff or physician situations 
Materials
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The do's and don'ts of managing patients receiving opioids in the medical office space.

Objectives:

  • Identify opioid prescribing best practice
  • Understand the regulations and laws regarding opioid prescribing
  • Learn ways to manage difficult patient behaviors associated with opioid prescribing
Materials
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Patient portal capabilities capabilities and usage varies; however, practices are feeling the pressure to promote and support increased patient portal access as it relates to accessing and downloading patient data. Meaningful use participants have percentages they must meet, including availability of test results. Some patients are reluctant and resistant while others are receptive and embrace the capabilities of portal access. The reality is electronic access is here to stay and increasing ways to access, including importing and exporting information, will also increase.

Objectives:

  • Discuss some of the obstacles with patient use of the portal
  • Explore how (dys)function and (in)capability can impact risk exposure
  • Determine ways the practice can incorporate ways to mitigate risk
Materials
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This webinar is going to cover three important areas in the office practice setting: infection control, medication safety, and lab testing.

Objectives:

  • Review medication safety in the office practice
  • Identify safe injection practices
  • Understand requirements for waived testing
  • Identify procedures for safe use of table top sterilizers
Materials
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Please join us for this special webinar featuring guest speakers from Southern Maine Health Care. The presentation will focus on connecting patients back to their primary care providers when discharged from the hospital setting.

Objectives:

  • Outline process to identify patients transitioning to home
  • Explain follow-up protocols hardwired in primary care practices
  • Demonstrate use of measurement to monitor sustainability
Materials
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Implementing Team Training and Process Improvement tools and concepts to enhance communication, understanding, and respect between team members and patients.

Objectives:

  • Identify Team Training and Process Improvement tools/strategies
  • Explain the relationship between Team Training and Process Improvement
  • List 3 benefits of implementing Team Training and Process Improvement tools together
Materials
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OSHA regulations outline regulatory requirements for the workplace environment and staff safety. Practices must have working plans which include an education and training process for staff. Do you know what areas require a plan or process? Will it meet regulatory requirements?

This webinar will help participants:

  • Identify the OSHA requirements that apply to the medical office practice
  • Discuss those key areas that are the most frequently found hazards the medical office practice
  • Recognize areas where compliance is weakest
  • Devise a plan on meeting OSHA regulations for these key areas
Materials
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Office practices should have a risk management program appropriate to the size and complexity of the organization.  Regardless of the size of the organization, each program should contain basic elements.

Objectives:

  • Understand the role of the risk manager in the office practice
  • Develop a risk management plan for the office
  • Identify risk management functions that all office practices should have
  • Assess your office practice risk management program.
Materials
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Identifying and mitigating risk in the ambulatory setting is key. You will get a high level overview of where risk lies in the ambulatory setting. We will also discuss tools and concepts to take a systems approach to manage this risk.

This webinar will help participants to:

  • Identify areas of liability in the ambulatory setting
  • Identify benefits to a systems approach to patient safety
  • Identify tools to investigate and manage unanticipated events
Materials
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State and Federal regulations define patients' rights in many areas.  Healthcare providers need to be aware of patients' rights and ensure that their practices are not violating these rights.

This webinar will help participants to:

  • Discuss patients' right to determine their own care
  • Define types of advance directives
  • Identify healthcare facilities’ responsibility under ADA
  • Discuss parents’ and minors’ rights to consent to treatment
Materials
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Withholding consent for treatment is the patient’s exclusive right. Assuring the patient is provided with information to make a fully informed and reasonable decision regarding a proposed treatment is the responsibility of the provider.

This webinar highlights how, properly managing the process of verifying and documenting the patient’s informed refusal reduces provider and practice liability while assuring the patient is a knowledgeable partner in their care.

This webinar will help participants to:

  • Identify opportunities to improve their current informed refusal process
  • Discuss the use of an informed refusal form as a tool to assure comprehensive documentation
  • Discuss the need to manage an informed refusal for treatment as a component of an ongoing treatment plan
Materials
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With the number of initiatives, financial incentives, regulations, as well as publicized patient care and satisfaction data, practices are under increasing pressure to meet and exceed expectations. Patient perceptions and interactions with staff and providers can either make or break a positive patient experience.

This webinar will help participants to:

  • Define ways to promote quality encounters
  • Identify behaviors and actions which undermine practice success
  • Discuss ways to promote positive experiences for the patient
  • Determine ways within your role that can promote behaviors and interactions which positively impact the team and patient interactions
Materials
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Does your HIPAA breach risk assessment provide your practice the "truth" about a possible breach of protected health information? If not, your practice may face huge financial "consequences."

This is the final installment of a three-part series focusing on HIPAA.

Materials
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Part 2 of this 3 part series will provide an overview of the HIPAA Privacy Rule, what's changed under HITECH, and what you need to do to bring your practice into compliance.

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Oh no! OIG has just arrived at your practice to conduct an audit. Are you confident that the implemented changes from your "excavation" will reflect a valid analysis?

This is part one of a three-part series focusing on HIPAA.

Materials
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Just like in our personal relationships, there are professional physician-patient ones that need TLC. This webinar will give you the skills you need to assure your patient's safe care if a transfer of care is deemed necessary, assure office efficiencies, and protect yourself, even when throwing in the towel seems like the best course.

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My doctor said I had a cabbage...say what? Ever wonder why what you are saying is going in one ear and out the other? This webinar will teach you how to be more effective when it comes to helping your patient understand what is really going on.

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Too many electronic devices in the office? Are you concerned about security standards? This webinar will address best practices for making sure your physicians, employees, and their smartphones, are in compliance.

Materials
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