Patient Relationships

Oct 12, 2022
Suicide and Crisis Lifeline: Call or Text 988
The National Suicide Prevention Lifeline is now 988, an easy-to-remember number for 24/7 crisis care.

Sep 14, 2022
Recording Office Visits and Procedures: Pros and Cons for Healthcare Professionals
Richard F. Cahill, JD, Vice President and Associate General Counsel, The Doctors Company
As smartphones have become ubiquitous—giving patients a video and audio recorder that’s always at hand—the question of whether or not these devices should be allowed in the clinic or hospital setting is becoming increasingly more common. The issue of allowing patients to record their appointments requires balancing potential privacy and liability risks with the potential benefits of improved patient recollection of instructions and treatment adherence.

Aug 30, 2022
Telephone Triage and Medical Advice Protocols
Debra Kane Hill, MBA, RN, Senior Patient Safety Risk Manager, and Richard F. Cahill, JD, Vice President and Associate General Counsel, The Doctors Company
Telephone triage requires an accurate assessment of the patient’s concerns without the benefit of a face-to-face visit.

Professional Education
Diversity, Equity, and Inclusion in Healthcare
Diversity, equity, and inclusion of all patients can lead to better health outcomes in the community in which we work. Creating a culture of inclusion and understanding our own biases, will help us improve patient care. It is important to understand how we are the same and how we are different in language, education, race, ethnicity, gender, gender identify, sexual orientation, age, social class, physical ability, religion, political beliefs, and morals. Ensuring equity creates fair and just opportunities to receive and benefit from healthcare. In addition, deliberately including all peoples creates a welcoming and respectful environment for our patients. Providers may not be aware of how diversity, equity, and inclusion problems can hinder their care and relationships with patients. Some states are requiring all clinical professionals to have continuing education on cultural and linguistic competency and implicit bias.
0.5 credit

Professional Education
The Advanced Practice Clinician–Patient Relationship: When Does it Begin and When Does it End?
This enduring program will assist the participant in understanding the principles which form the establishment of an advanced practice clinician (APC)–patient relationship, as well as the concerns which may result in the need for the APC to consider terminating the APC-patient relationship. Additionally, the concepts of providing patient-centered care will be presented for the learner’s consideration.
1.0 credit

Professional Education
An Introduction to Enhancing Patient Relations and Reducing Risks for Advanced Practice Clinicians
This enduring program is designed to assist advanced practice clinicians (APCs) with improvements in patient interactions by looking at how incorporating hospitality as a focus makes a difference. It has been developed to improve multiple facets of patient interaction.
1.5 credits

Professional Education
When Personal Relationships Interfere with the Standard of Care for Advanced Practice Clinicians
The Doctors Company rigorously analyzed 988 claims* against internal medicine physicians that closed from 2009–2018. Regardless of the outcome, all cases that closed from 2009–2018 were included in this analysis—an approach that helps better understand what motivates patients to pursue claims and gain a broader overview of the system failures and processes that result in patient harm.
0.5 credit

Apr 01, 2022
Delay in Diagnosing Breast Cancer: A Case Summary and Tips to Reduce Risk
Lisa M. McCorkle, MSN, MBA, Senior Patient Safety Risk Manager, Department of Patient Safety and Risk Management, The Doctors Company
A delay in diagnosing breast cancer may result when a patient doesn’t follow through with diagnostic recommendations.

Mar 03, 2022
Challenges of Cultural Diversity in Healthcare: Protect Your Patients and Yourself
Susan Shepard, MSN, RN, Senior Director, Patient Safety and Risk Management Education, The Doctors Company
A clinician’s cultural competence is critically important in helping to eliminate health disparities and social disadvantages for all patients, regardless of their ethnicity or race.

Mar 01, 2022
With Medical Implants, Hope and Plan for the Best, but Talk About the Worst
David L. Feldman, MD, MBA, FACS, Chief Medical Officer, The Doctors Company and TDC Group; Senior Vice President, Healthcare Risk Advisors
Even with common implant procedures, variability among human systems creates risks and uncertainties. Dr. David L. Feldman discusses the importance of a true informed consent process using shared decision making.
From The Doctor’s Advocate

Feb 23, 2022
Cultural Diversity in Healthcare Poses Risks During COVID-19
Susan Shepard, MSN, RN, Senior Director, Patient Safety and Risk Management Education, The Doctors Company
In light of the pandemic, providers and healthcare systems must respond to factors that make racial and ethnic minority groups more vulnerable to getting sick and dying.

Feb 03, 2022
Informed Refusal
Richard F. Cahill, JD, Vice President and Associate General Counsel, The Doctors Company
Documenting a patient’s refusal of test or treatment options is key to minimizing risk exposure.

Feb 02, 2022
Informed Consent: Substance and Signature
Robert Morton, MAS, CPPS, Assistant Vice President, Department of Patient Safety and Risk Management, The Doctors Company
True informed consent is a process of managing a patient’s expectations. Every healthcare provider should develop an individual style and system, making it easier to avoid omissions and ensure consistency of application.

Jan 27, 2022
As Corporate Entities Enter Healthcare, Practices Can Respond via Patient-Centered Care
Richard E. Anderson, MD, FACP, Chairman and Chief Executive Officer, The Doctors Company and TDC Group
Corporate entities have always been involved in healthcare, but now mega corporations—from outside the medical space—are entering the field. The involvement of these large non-legacy corporate entities in healthcare is growing and is challenging—and while this trend brings some benefits, it will also impact how all clinicians provide healthcare.

Jan 05, 2022
Communicating with COVID-19 Vaccine-Hesitant Patients: Top Tips
Debra Kane Hill, MBA, RN, Senior Patient Safety Risk Manager, The Doctors Company, Part of TDC Group
As the number of Delta and Omicron variant cases increases alarmingly across the United States, more individuals are considering vaccination against COVID. It is important for physicians to be prepared to answer questions from patients about the various vaccines—particularly since some patients remain hesitant about receiving the vaccination.

Dec 15, 2021
Telephone Communication for Healthcare Providers: Safety Strategies
Nicole Franklin, MS, CPHRM, Patient Safety Risk Manager II, The Doctors Company
When casually or carelessly conducted, telephone communications can lead to diagnostic errors and misunderstandings that can culminate in professional malpractice claims

Dec 06, 2021
Alzheimer’s Disease and Dementia: What Healthcare Providers Need to Know
Julie Brightwell, JD, RN, Director, Healthcare Systems Patient Safety, The Doctors Company
Alzheimer’s disease, the most common cause of dementia, is the sixth-leading cause of death in the United States. Early diagnosis provides important benefits to diagnosed individuals, their loved ones and caregivers, and society.

Professional Education
Alzheimer's 4: Addressing Patients' and Families' Needs through the Disease Stages of Dementia
This activity includes seven video lectures and is the fourth in a series of four courses that seek to educate clinicians on standardized screening, evaluation, and disease management of Alzheimer’s disease and related dementias. This fourth course covers life planning through disease stages, assessing and assisting caregivers, improving communications, utilizing community resources, and end of life decision-making. These sensitive conversations with patients. The course finishes with a focus on dementia resources, effective communication strategies, and understanding when it is time to make a referral to a specialist.
1.8 credits

Professional Education
Alzheimer's 1: Screening for Dementia Among Adults with Cognitive Decline
This activity includes eight video lectures and is the first in a series of four courses that seek to educate clinicians on standardized screening, evaluation, and disease management of Alzheimer’s disease and related dementias. This first course focuses on introducing the Alzheimer’s Project and highlighting the increasingly important role of primary care providers in dementia care. This course also introduces the Alzheimer’s Project cognitive impairment screening algorithm and screening instruments and covers addressing reversible conditions that may present similar symptoms to cognitive impairment.
1.3 credits

Sep 08, 2021
Terminating Patient Relationships
Julie Brightwell, JD, RN, Director, Healthcare Systems Patient Safety, and Richard Cahill, JD, Vice President and Associate General Counsel, The Doctors Company
If it becomes necessary to end a patient relationship that is no longer therapeutic or appropriate based on patient behaviors, it is critical to end the relationship in a manner that will not lead to claims of discrimination or abandonment.

Professional Education
Patient Relations: Spotlight on Challenging Situations
The Doctors Company’s dedicated patient safety risk managers deliver a wide range of expert services and resources to our members—including personal telephone consultations to help guide members through challenging situations. A recent review of our call data shows that “patient relations” and “patient termination” consistently appear as the top reasons that members request assistance. The following strategies can help prevent challenging patient situations and provide guidance if one occurs.
0.5 credit

Aug 30, 2021
Patient Relations: Anticipate and Address Challenging Situations
Richard Cahill, JD, Vice President and Associate General Counsel, The Doctors Company
A review of call data revealed that patient relations and patient terminations are the top reasons that members request help from our patient safety risk managers.
From The Doctor’s Advocate

Aug 16, 2021
ADA Accessibility for Healthcare Websites: How Practices Can Avoid Suits and Attract Patients
Chad Anguilm, MBA, Vice President, In-Practice Technology Services, Medical Advantage, Part of TDC Group
More than 3,000 digital accessibility lawsuits were brought in 2020—a 23 percent increase over the prior year. Healthcare practices and organizations, like businesses in many other industries, may be sued by web users who allege that there are site-use access barriers for those with disabilities and impairments that violate the Americans with Disabilities Act (ADA) and various state laws. Those caught up in these lawsuits can pay millions of dollars and be bound by the settlement to make specific changes to their websites.

Aug 04, 2021
Cognitive Assessments in Primary Care: Preparation and Tools May Mitigate Diagnosis Risks
Carol Murray, RHIA, CPHRM, Senior Patient Safety Risk Manager, The Doctors Company, Part of TDC Group
Recent reimbursement changes by the Centers for Medicare and Medicaid Services (CMS) allow primary care providers to meet their patients’ mental health needs and help build their practices by performing cognitive assessments.

Jun 17, 2021
Deferred, Delayed, Disrupted: Mitigating Risks from Care During COVID-19
Richard E. Anderson, MD, FACP, Chairman and Chief Executive Officer, The Doctors Company and TDC Group
The pandemic has disrupted healthcare so thoroughly that in some sense, COVID-19 has affected all of healthcare. The effect on care has been stunning in magnitude. By mid-2020, more than 40 percent of U.S. adults had delayed medical care or avoided it entirely, including care for urgent and emergent complaints.

Apr 15, 2021
Best Practices in Patient-Centered Care and Shared Decision Making
Susan Shepard, MSN, RN, Senior Director, Patient Safety and Risk Management Education, The Doctors Company
Using a patient-centered approach with shared decision making benefits patients by incorporating their needs and priorities into the treatment plan.

Apr 02, 2021
Pre-Procedural Screening and Testing During COVID-19
Throughout the pandemic, surgeons have faced many challenges in adapting to new situations. Now that facilities have resumed elective surgeries, surgeons are facing additional challenges in evaluating and scheduling patients who have recovered from COVID-19. The strategies highlighted here can help ensure a consistent approach in keeping both patients and providers safe.

Mar 24, 2021
Patient Selection for Elective Cosmetic Procedures
James E. Vogel, MD, FACS, Associate Professor of Plastic Surgery, The Johns Hopkins Hospital and School of Medicine, and Susan Shepard, MSN, RN, Senior Director, Patient Safety and Risk Management Education, The Doctors Company
The patient selection process is a valuable tool that can help you reduce risks when you assess prospective patients for elective cosmetic procedures.

Mar 12, 2021
Avoid Risks When Treating Stressed Patients During COVID-19
Carol Murray, RHIA, CPHRM, Senior Patient Safety Risk Manager, The Doctors Company, and Jennifer Perla, RN, LPC-S, Care Manager, Medical Advantage Group
While most resources are directed at screening for COVID-19 and treating affected patients, there is another important aspect of the pandemic: the impact on your patients’ mental health. Fear and uncertainty are driving the dramatic increase in stress, anxiety, and depression.

Feb 12, 2021
Rx for Patient Safety: Use Ask Me 3 to Improve Patient Engagement and Communication
Leslie J. Castaneda, BSN, MSHA-HCQA, Patient Safety Healthcare Quality and Risk Management Consultant, The Doctors Company
Although patients commonly nod their heads and indicate they understand, communication issues pose challenges in many practices. Implementing the Ask Me 3 program can improve patient-provider communication.

Jan 20, 2021
Implicit Bias Against Obesity: An Opportunity to Improve Patient Safety
Jacqueline Ross, PhD, Coding Director, Department of Patient Safety and Risk Management, The Doctors Company
Many patients with obesity delay seeking medical care because of previous negative experiences with healthcare providers.

Dec 16, 2020
Nonadherent and Noncompliant Patients: Overcoming Barriers
Richard Cahill, JD, Vice President and Associate General Counsel, The Doctors Company
Nonadherent or noncompliant patient conduct—whether intentional or unintentional—can affect clinical outcomes. Our strategies can help you uncover and address compliance barriers.

Professional Education
It's the Little Things: An Introduction to Enhancing Patient Relations and Reducing Risks
It's the Little Things is designed to assist medical practices with improvements in patient interactions by looking at how incorporating hospitality as a focus makes a difference. It has been developed to improve multiple facets of patient interaction.
1.3 credits

Dec 08, 2020
Suicide Prevention: Primary Care Is a Crucial Setting for Identifying Risk
Debra Davidson, MJ, CPPS, Senior Patient Safety Risk Manager, The Doctors Company
At any given time, some of your patients are having thoughts of suicide. Effective suicide prevention requires a comprehensive approach.

Dec 07, 2020
Convincing Patients Not to Delay Necessary In-Person Care During COVID-19: Top 5 Tips
Chad Anguilm, MBA, Vice President, In-Practice Technology Services, Medical Advantage, Part of the TDC Group of Companies
As patients’ fears intensify with the current surge in COVID-19 cases, many practices are presented with a three-fold problem: Patients not getting the care they need, a decline in revenue from in-person appointments, and potential liability risks presented by patients who experience adverse events because of a delayed diagnosis—the number one cause of medical malpractice suits.

Dec 02, 2020
Could COVID-19 Bring More Patient-Centered Care to Your Practice?
David L. Feldman, MD, MBA, FACS, Chief Medical Officer, The Doctors Company, and for the TDC Group of Companies
Our chief medical officer highlights how a patient-centered practice can yield positive outcomes.
From The Doctor’s Advocate

Professional Education
Prevention of Medical Errors: CME Risk Management Course for Florida Practices
This activity is specific to Florida statutes and reflects regulations effective February 2020. Few medical errors are attributed to faulty medical judgment. More commonly, they are attributed to system failures inherent in healthcare delivery. By drawing on our professional liability closed claims data, we have identified common performance and diagnostic errors that reflect on the most common issues identified by Florida—wrong site surgery, surgery complications, cancer, Ob/Gyn related conditions, gastroenterology conditions, cardiology issues, neurological issues, and adverse drug events—that will serve as the focal point of this patient safety and risk management course.
2.0 credits

Sep 21, 2020
Obtaining Informed Consent in Teaching Institutions
Richard Cahill, JD, Vice President and Associate General Counsel
Given the nature of teaching institutions—where individuals in training participate in patient care to varying degrees—the informed consent process is more complex and can present additional liability risks.

Sep 02, 2020
Remote Patient Monitoring
Sue Boisvert, BSN, MHSA, Patient Safety Risk Manager II
The adoption of telehealth strategies has soared, including the use of remote devices that collect data and send it to the patient’s doctor in real time. Although remote monitoring has advantages for both providers and patients, it entails cyber liability risks.

Jul 29, 2020
Physicians Can Be at Risk When Homebound Patients Refuse Help
Richard F. Cahill, JD, Vice President and Associate General Counsel
Physicians face potential liability when patients refuse help that is offered or neglect to follow up as instructed.

Jul 24, 2020
Violence in New York Hospitals: Liability Issues
Richard Cahill, JD, Vice President and Associate General Counsel
Violence has become increasingly common in the workplace over the past decade, especially in the healthcare setting, and New York hospitals may face liability when people are injured on their premises.

Professional Education
Making an Informed Consent an Informed Choice: Training for Healthcare Leaders
This activity is designed for healthcare professionals in leadership positions. It covers the principles of informed consent, crafting and disseminating an informed consent policy, and building systems to improve the informed consent process.
2.0 credits

Professional Education
Making an Informed Consent an Informed Choice: Training for Healthcare Professionals
This activity, designed for doctors, nurses, and other providers, examines problems with the process of healthcare informed consent. It describes the principles of informed consent and highlights the benefits gained from a good informed consent process.
2.3 credits

Jul 07, 2020
Weekend Call Presents Unique Challenges with Surrogate Birth
Amy Wasdin, RN, CPHRM, Patient Safety Risk Manager, Department of Patient Safety and Risk Management.
Communication among healthcare providers, patients, and adoptive parents is critical.

Video Jun 25, 2020
How Can AI Improve Doctor-Patient Relationships?
Artificial intelligence (AI) provides many opportunities for improving doctor-patient relationships, including helping prevent physician burnout, increasing accuracy of diagnoses, and allowing more time for doctors to talk to their patients, according to Eric Topol, MD, founder and director of The Scripps Research Translational Institute and author of Deep Medicine: How Artificial Intelligence Can Make Healthcare Human Again.”

Professional Education
Physician-Patient Relationship: When Does it Begin and When Does it End?
This enduring program will assist the participant in understanding the principles which form the establishment of a physician-patient relationship, as well as the concerns which may result in the need for the physician to consider terminating the physician-patient relationship. Additionally, the concepts of providing patient centered care will be presented for the learner’s consideration.
1.0 credit

Mar 06, 2020
Dealing With Online Patient Complaints
Richard F. Cahill, JD, Vice President and Associate General Counsel, The Doctors Company
Physicians are understandably concerned about the consequences of negative posts about them on social media platforms.

Jan 30, 2020
Doctors: How to Talk to Patients About Nutrition and Diet
Kerin Torpey Bashaw, MPH, RN, Senior Vice President, Department of Patient Safety and Risk Management, The Doctors Company
No more powerful an approach exists to preventing or even reversing heart disease than improving lifestyle, especially nutrition and diet. The challenge for physicians is finding an effective way to talk about nutrition with their patients, because the usual admonitions to eat better and exercise often do not work.

Jan 24, 2020
A New Generation of Physicians Matures into Patient Safety Leadership
Kerin Torpey Bashaw, MPH, RN, Senior Vice President, Department of Patient Safety and Risk Management, The Doctors Company
Now in its tenth year, the Academy for Emerging Leaders in Patient Safety offers a multiday immersive patient safety learning experience for healthcare professionals—all of whom make a commitment to complete at least one project to improve patient safety in the field.

Dec 20, 2019
Burnout Can Affect How Patients Communicate
By Robert D. Morton, BA, ARM, CPHRM, CPPS, Assistant Vice President, Patient Safety and Risk Management, The Doctors Company
If a physician appears burned out, patients may avoid asking questions for fear of adding to the stress.

Professional Education
Internal Medicine: When Personal Relationships Interfere with the Standard of Care
Physicians and dentists are often faced with the decision whether to treat friends and families without realizing the inherent risks in doing so. A review of one case will highlight some common circumstances and risks associated with the treatment of friends and family members.
0.8 credit

Dec 11, 2019
Cultural Diversity Creates Language Barriers: Reducing Claims with Multilingual Patients
Rich Cahill, JD, Vice President and Associate General Counsel, and Susan Shepard, MSN, RN, Senior Director, Patient Safety Education, The Doctors Company
Clear and unambiguous communication constitutes the key component of the physician-patient relationship. Proactively implementing office procedures to promote optimum communication reduces the risk of disputes.

Nov 05, 2019
When Treating Kids, Learn from the Emergency Department
Phyllis L. Hendry, MD, FAAP, FACEP
To prevent communication gaps when treating kids, all specialties can benefit from lessons learned in the Emergency Department, where conversations are rushed, stakes are high, teams are assembled ad hoc, and physicians seldom have relationships with the patient.

Professional Education
Dementia Behavioral and Environmental Symptoms Management
The third course focuses on using the DICE (Describe, Investigate, Create Treatment Plan, and Evaluate) method to assess behavioral symptoms of dementia and to create effective treatment plans. The course also covers the careful use of medication during disease management, as well as common behavioral issues experienced by patients with dementia, including tools for management of these behaviors.
1.3 credits

Professional Education
Dementia End of Life Planning: Effective Communications with Patients and Families
The fourth course covers important end of life planning topics and concepts, and tips for having these sensitive conversations with patients and family members. The course finishes with a focus on dementia community resources, effective communication strategies, and understanding when it is appropriate to make a referral to a specialist.
1.0 credit

Professional Education
Dementia: Pharmacological Management of Behavioral and Psychological Symptoms
This activity includes three video lectures and is the sixth in a series of courses that seek to educate clinicians on standardized screening, evaluation, and disease management of Alzheimer's and related dementias. This course focuses on the selection and appropriate usage of psychotropic prescription medications to manage the behavioral and psychological symptoms most frequently exhibited by patients with Alzheimer's and dementia diagnosis.
1.3 credits

Video Jul 27, 2018
The Stress Paradigm: Distracting Devices and Patient-Centered Care
The health environment has been invaded by not only medical technology, but by individuals who become too connected to their own devices. Steven Weintraub, MD, interviews Peter J. Papadakos, MD, FCCM, FAARC, on distracting devices and how they contribute to physician stress.

Video Jul 27, 2018
Addiction Indicators: Distracting Devices and Patient-Centered Care
The health environment has been invaded by not only medical technology, but by individuals who become too connected to their own devices. Steven Weintraub, MD, interviews Peter J. Papadakos, MD, FCCM, FAARC, about the potential for a physician to be perceived as addicted to a personal electronic device.

Video Jul 27, 2018
Malpractice Repercussions: Distracting Devices and Patient-Centered Care
The health environment has been invaded by not only medical technology, but by individuals who become too connected to their own devices. Steven Weintraub, MD, interviews Peter J. Papadakos, MD, FCCM, FAARC, about distracting devices in the context of patient-centered care and the malpractice repercussions that occur when practitioners appear to be distracted.

May 24, 2018
Physician Learning Must Evolve to Keep Healthcare Workforce Prepared
Eric Barna, MD, MPH, Assistant Professor of Medicine, Division of Hospital Medicine/Samuel Bronfman Department of Medicine, Icahn School of Medicine at Mount Sinai Hospital
Funded by a grant from The Doctors Company Foundation, Mt. Sinai is the first hospital in New York that has established a program designed specifically to assess and address some of the unique communication challenges facing hospitalists to improve patient care.

Jun 01, 2017
Patient Experience Survey (English)

Jun 01, 2017
Patient Experience Survey (Spanish)

Jun 01, 2017
Patient Experience Survey (Dental)

Feb 18, 2017
Up for Review: Five Keys to Managing Online Criticism
Kevin Pho, MD, Founder and Editor, KevinMD.com
No matter how professional and caring a doctor you may be, eventually you will face criticism on the web. Here are five keys to managing that criticism.

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