Practice Guardian News
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Issue 6 - June 1, 2000
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Top Healthcare Stock Pick
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Submissions - Practice Guardian News
Do not hesitate to forward your questions and responses via email. I am accepting future practice management articles for up-in-coming editions. All submissions must not exceed 500 words in length.
For more information email.
[email protected]
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INDEX
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PRACTICE MANAGEMENT SITES
....InPharm - Internet Services Ltd
PRACTICE TIPS
....How To Profit From Customer Complaints:
Turning Problems into Opportunities
REVIEW
... The Pocket Guide to Clinical Coding
ASSOCIATION UPDATES & NEWS
...American College of Chest Physicians
..American Thoracic Society
RECOMMENDED NEWSLETTERS & PUBLICATIONS
NATIONAL HEALTHCARE ASSOCIATIONS (A TO Z)
EDITORIAL INFORMATION
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CHEST 2000
Annual Meeting of the American College of Chest Physicians and
Clinical World Congress on Diseases of the Chest
October 22-26, 2000
San Francisco, California
For information please contact:
American College of Chest Physicians
3300 Dundee Road, Northbrook, Illinois 60062
Phone: 847-498-1400
Fax: 847-498-5460
[email protected]
Web Site:
http://www.chestnet.org
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Ultimate Cosmetic Practice Building Seminar: 2-days, 30 Doctor Limit
Announcing -- A powerful unique seminar in Cosmetic Techniques, AND how to SELL more crown and bridge at higher fees than you've ever dreamed. If you want to make staggering profits performing cosmetic and reconstructive dentistry, this course is an absolute must . . . and it's got a "BETTER than NO-Risk" Guarantee!
Maximum Profit Cosmetic Practice
A 1000 Gems Tour Seminar
How To Win Tons Of New Cosmetic Patients,
Get Them To Say YES More Often,
Skyrocket The Dollar Amount Of Every Case,
And Double Your Profits In Record Time!
This is a RISK-FREE, completely guaranteed way to make your practice far more profitable than you ever dreamed possible. For example, one month after a 1000 Gems Seminar, using just a couple of my simple, easy to follow techniques, Dr. Stephen DeLoach, just two years out of school, had his first $70,000.00 month! Dr. Kory Wegner, following my lead, increased his average monthly collections by $60,000.00!
For More Information contact:
Dr. Tom Orent, Gems Publishing, USA
Fax: 508(872-0020 Or 879-4811)
12 Walnut St., Framingham, MA 01702
e-mail:
[email protected]
Call: 508-872-0066, or,
Toll Free: 1-888-880-GEMS
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InPharm - Internet Services Ltd
http://www.inpharm.com
InPharm provides something for everyone in the pharmaceutical and
healthcare industries; news, views, jobs, directories of agencies,
professional organisations and freelancers, along with thousands
of links out into the Internet.
For more information contact:
[email protected]
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NEW - In 90 DAYS - In House Recovery System
Are you interested in the resources to collect existing practice delinquencies? Managing receivables is an art form. Using the right tool to increase patient response can reduce loss cash flow and create positive results without injuring your patient's pride. Designed to improve patient relations! Turn loss into cashflow without a third party.A year worth of consulting for the cost of one seminar !
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Recommended Medical Management Newsgroup.
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Share your knowledge with other health care professionals. Discuss medical management topics with leading professionals in this top rated medical management newsgroup.
Subscribe today!
[email protected]
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PRACTICE TIPS
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How To Profit From Customer Complaints:
Turning Problems into Opportunities
By Kevin Lawrence, Business Building Coach
Email:
[email protected]
Main Site:
http://Kevin-Lawrence.com
Virtual Learning Site:
http://ReferralU.com
Complaining customers are a scary proposition for many professionals, but
the complaint situation represents an opportunity, not a problem, in most
cases. If you deal with a person's concerns respectfully and helpfully,
your effort and consideration will almost always be appreciated, and former
complainers will walk away feeling happy and valued. Businesses encounter
real problems far more often because customers don't complain, and the
absence of customer complaints is usually a bad sign: It can mean that
customers don't feel comfortable voicing their concerns. Or, it can mean
that not enough is being done to obtain feedback from clients. What's
important to remember is the following: If people feel they are being
listened to, understood, and valued, they will usually give you a second
chance.
The Strategic Planning Institute study on customers' complaints discovered
that the average business does not receive complaints from 96% of its
unhappy customers. At least nine out of ten of these non-complainers won't
do business with the company again - they're gone forever. On the other
hand, of the four percent of unhappy customers who launch a complaint, seven
of ten will do business with the company again so long as their concern is
handled properly, and a staggering nineteen of twenty will do business with
the company again if their grievance is dealt with swiftly.
Complaints are good. Ideally you want to receive more of them so you can
improve the level of service you offer. In light of this, I recommend
following this nine-step approach the next time you deal with a customer
complaint:
1. Do not react or try to defend yourself or your company, even when you'd
like to. Instead, acknowledge what the customer has said, empathize, and
apologize for any inconvenience. This should not be considered an admission
of guilt. It's about having respect and compassion.
2. Ask the customer "venting questions" so you can comprehend the exact
situation and all of the details surrounding the complaint. You'll be
surprised to see how this process helps customers release their frustrations
while providing you with a better understanding of why they are upset.
3. Listen. Listen to customers as they vent their frustrations, and
acknowledge their concerns without comment or defense.
4. Ask even more questions to get them venting and listen some more. You
know it is time to stop when they say: "That's it, that's everything." You
might also notice something very interesting when you let clients vent -
people will look much more relaxed and their anger should be gone (vented)
after such a session. You can now deal with them rationally and avoid
costly arguments.
5. Paraphrase your understanding of the situation and the cause of your
client's frustration. By repeating what you hear and understand back to a
customer, you accomplish two things:
First, you confirm that you truly understand why they are complaining and,
thereby, ensure you are on the same page. Second, customers will feel truly
heard and valued (as they are) because you cared enough to listen and
understand. This alone should make them feel much better.
6. Time for the solution. You have 2 options here as well:
(a) You can suggest a solution that will most likely make your customer
happy and resolve the complaint.
(b) You can ask them to recommend a solution themselves. What better way is
there to give people what they want than to ask them what they want? It's
that simple! It is interesting to note that, in most cases, people actually
demand less that you would expect. They usually just want you to take
responsibility and apologize for any inconvenience. A "free lunch" isn't
usually their goal. People just like to be treated with respect.
7. Remedy any situation NOW and provide solutions that surpass
expectations. The key here is to resolve the situation immediately and
beyond the customers' expectations so they leave more than satisfied.
8. Confirm with the customer that they are happy with the solution, and
thank them for bringing the problem to your attention. Appreciate that
they're taking the time and energy to let your company know how to serve
them better and keep their business.
9. Follow up later. To ensure satisfaction and loyalty, make a call or
write a letter to the person a few weeks later to ensure they are still
happy. They will be impressed that you care enough to check up and, who
knows, there may be some more dissatisfaction you need to find out about.
Consider this follow-up a double check.
The key to remember is this: If you don't ask, you probably won't find out
about the problems people may be having with your service or products. As a
result, you will lose customers and referrals. Dealing with issues head-on
and retaining clients - rather than searching for new ones - should prove to
be a lot less stressful. Invest a little time TODAY to save yourself a lot
of hassle tomorrow. Your customers will feel good about you, and you'll
feel good about your bottom line.
Join Kevin's Free Email Newsletters: Successful Life & Endless Referrals.
For more information send a blank email to:
Mailto:
[email protected]
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REVIEW
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Rebel Records Inc.
M. Trayser Dunaway, MD.
Pocket Guide to Clinical Coding.
http://www.rebrecords.com
Are you looking for a quick E&M coding guide? You might want to pick up a copy of M. Trayser Dunaway, MD, (4 X 7), "Pocket Guide to Clinical Coding." The guide is practical, inexpensive and one of the best practice management picks for 2000.
Coding is never easy. Learning rules and regulations are crucial to your success and maximizing your reimbursements. This guide is an excellent information source for any practitioner who needs a quick reference. It also corresponds to all recent HCFA changes and
regulation standards.
The guide primarily focuses on how coding works, risk assessments,
modifiers, management option and medical decision making tables,
Evaluation and management, CPT, multi and single system exams.
It contains fill in the blank sections for easy documentation and overall management. The new edition also includes a hospital coding primer, of interest to hospitals and physicians.
The key to increasing reimbursements is using the right code. Using the wrong code can result in loss of thousands of dollars even on a single procedure. This easy to use guide can not only be carried in your lab coat but can provide peace of mind when evaluating and diagnosing your patient.
Inexpensive and reliable the 2000 edition is now available .(shipping and handling are included if payment is sent with order). Discounts are available for associations, groups, health systems or anyone looking to purchase more than ten copies. The Pocket Guide to Clinical Coding can be purchased directly from Doctor Dunaway at (803) 425-8555 or by visiting his web site at
http://www.rebrecords.com
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ASSOCIATIONS UPDATE
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AMERICAN COLLEGE OF CHEST PHYSICIANS
http://www.chestnet.org
All June 2000 Press Releases are available from the main web site
http://www.chestnet.org/publications/media
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American Thoracic Society News Briefs
All June 2000 Press Releases are available from the American Thoracic Society at
http://www.thoracic.org
For more information contact.
Ms. Lori Atkins, Director, Communication Services
American Thoracic Society,
1740 Broadway, New York, NY 10019-4374, (212)315-6442,
Fax: (212)315-6455 or 6456.
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RECOMMENDED NEWSLETTERS & PUBLICATIONS
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Healthcare Management Advisors, Strategy Advisor -
Free Newsletter
Focus Point:
HMA's team of MD, JD, RN, RRA, CPC, CFE and CPA consultants perform
corporate-wide risk assessments, DRG and CPT benchmark analyses, and
focused compliance audits for hospitals,
physicians and attorneys nationwide.
To Subscribe:
webmaster@HMA
http://www.HMA.com/pg/
"Managed Care Insider eNews"
Published Monthly
For more information contact:
Ms. Nancy Belle, Editor,
[email protected]
Subscription: Free at
[email protected]
Focus Point: Managed Care Issues
http://www.scheur.com/smghome.nsf/webcontent/ezine.html
Health Niche Advisor
Free Newsletter
For more information contact:
Mr. Reed Tinsley at
To Subscribe: 1-800-831-7799.
Focus Point:
Health Niche Advisor is the monthly newsletter that reveals the closely held
secrets of CPAs and consultants who have succeeded in healthcare industry
financial matters.Its proactive advice and real-world strategies position you on the cutting-edge of this dynamic market. It is written for any person who works with medical practices on a daily basis.
http://www.hbpp.com
[email protected]
Dental Angle Online
Free Magazine
For more information contact:
To Subscribe: If you would like to be
notified when future issues are posted, please send an e-mail to
[email protected] with your request.
Focus Point:
A resource for dental professionals, Dental Angle Online magazine is devoted
to helping dentists build thriving, successful practices. The first issue
was posted on the World Wide Web in May 1996 and since then, each edition
has provided thought-provoking insights and advice on how to overcome the
many challenges facing dentists today.
http://www.dentalangle.com
[email protected]
The Anaheim Group
DENTAL FAX WEEKLY Newsletter
DENTAL FAX MONTHLY Newsletter
Free Magazine
For more information contact:
Subscribe: For more information contact: Mr. James R. Ferrell, MBA, President at
[email protected]
Focus Point:
The DENTAL FAX WEEKLY provides a 3-4 page summary of dental industry
news for the week just ending. It is sent by fax & e-mail. Each WEEKLY
reports the news in easy-to-read sections: DISTRIBUTION, MANUFACTURING,MANAGED CARE/INSURANCE, NEW PRODUCTS, & TRENDS.
DENTAL FAX MONTHLY expands upon all of the WEEKLY news stories plus lists all new products cleared for marketing by the FDA, US Dental Patents, German & Japanese dental patent citations, and STOCK WATCH - a listing of over 30 dental company's stock prices
http://www.dentalfax.com
[email protected]
NewbyNews
Physician Coding/Practice Issues Newsletter
Subscription:
To receive your free issue or if you have any questions/comments, please feel
free to contact our newsletter coordinator, Maureen Hoffmeyer, at (317) 577-3066.
Questions, comments, and subscription requests may also be mailed, faxed, or
e-mailed to us
Focus Point:
Bimonthly fax newsletter designed to meet the coding and general practice issues of physician practices.
Fax: 317-577-3061
[email protected]
The Journal of the Southeasten Society of
Pediatric Dentistry Magazine
<h4>Focus Point:
Informative and practical clinical and practice management magazine.
Features articles, tips and up to date dental procedures and discussions.
For more information on subscribing contact Dr. Edward S. Nacht, D.D.S. at
954-791-0198
Gerontological Nurse Ventures, P.A.
http://www.jwger-nurseventures.com
<h4>Monthly Ezine
Focus Point: Nursing Issues.
To Subscribe:
http://www.jwger-nurseventures.com/scripts/subscribe.cfm
or
[email protected]
with subscribe in subject
"The Health Care Collector"
Published Monthly by Aspen Publishers
For more information contact:
Ms. JoAnn Petaschnick, Editor
414-462-0278 FAX 414-462-7547
Email
[email protected]
Yearly Subscription
Focus Point: Collections/Reimbursement issues
"The Credit Connection"
Published Quarterly by the
Wisconsin Clinic Credit Manager1s Association (WCMMA)
For more information contact:
Ms. Teresa Addison, Editor
[email protected]
Deen Clinic, Support Services
608-250-1121
Yearly Subscription : $35
Focus Point: Medical Collections, Accounts Receivables,
Federal & State Regulations.
"American Medical News"
Published Weekly by the American Medical Association (A.M.A.)
For more information contact:
A.M. News Staff at 312-464-4429
Yearly Subscription
Focus Point: All Medical/Socioecomonic Issues.
"Physician Marketing & Management"
Published Monthly by American Health Consultants Inc.
For more information contact:
Editor at 404-282-7436
Yearly Subscription
Focus Point: Medical Management
"In Confidence"
Published Bimonthly by the<br>
American Health Information Management Association (AHIMA)
For more information contact:
Ms. Jennifer Carpenter, RRA at
312-787-22672
Yearly Subscription
Focus Point: Health Information, Patient Privacy
& information System Security.
Web Site:
http://www.ahima.org
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NATIONAL HEALTH CARE ASSOCIATIONS (A to Z)
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Academy of Operative Dentistry
Contact: Dr. John Reinhardt at
[email protected]
Website :
http://www.uiowa.edu/~aodweb
American Academy of Family Physicians
8880 Ward Parkway
Kansas City, Missouri 64114
(816) 333-9700
Web Site:
http://www.aafp.org
American Academy of Pediatrics
P.O. Box 927
Elk Grove Village, Illinois 60009
(847) 228-5005
Web Site:
http://www.aap.org
American Dental Association
211 East Chicago Avenue
Chicago, Illinois 60611
(312) 440-2500
Web Site:
http://www.ada.org
American Medical Association
515 North State Street
Chicago, Illinois 60010
(312) 464-5000
Web Site:
http://www.ama-assn.org
Association of Managed Care Dentists
Contact:
Call: 310-4553-3439
Web site:
http://www.dentalgroup.com/amcd
[email protected]
Association of Military Surgeons of the United States (AMSUS)
Ms. Marisa Brazil,
AMSUS, Membership Coordinator
(301) 897-8800 ext. 20.
Email:
[email protected]
Web site:
http://www.amsus.org
Healthcare Financial Management Association (HCFMA)
Contact Terry Arya, HFMA Membership
(800)252-HFMA (4362), ext. 362
e-mail
[email protected].
Web site:
http://www.hfma.org
Integrated Healthcare Association (IHA)
Mr. Beau Carter, IHA Executive Director
45 Quail Court, Suite 302
Walnut Creek, CA 94596
(925) 746-5100
Email
[email protected]
Web Site:
http://www.iha.org
Medical Group Management Association (MGMA)
106 Inverness Terrace East
Englewood, CO 80112-5306
(303) 799-1111 or FAX (303) 643-4427
Web Site:
http://www.mgma.com
National Institute of Dental and Craniofacial Research
For More Information Contact:
Ms. Sally Wilberding
Public Information and Liaison Branch
Building 45, Room 4AS.19
45 Center Drive
Bethesda, MD 20892-6400
Phone: 301-496-4263
Fax : 301-496-9988
E-mail:
[email protected]
The American College of Physician Executives<ACPE)
For More Information Contact:
Mr. Wesley Curry,
813-287-2000
Email:
[email protected]
Web site:
http://www.acpe.org
The American College of Chest Physicians
Member Services
3300 Dundee Road
Northbrook, Illinois 60062
Phone: 800-343-2227 or 847-498-1400
Fax: 847-498-5460
E-mail:
[email protected]
Web site:
http://www.chestnet.org
The American Gastroenterlogical Association
Web site:
http://www.gastro.org
The American Thoracic Society
Ms. Lori Atkins
Manager, ATS Communication Services
American Thoracic Society,
Medical Section of the American Lung Association
1740 Broadway
New York, NY 10019-4374
Phone 212/315-6442
Fax 212/315-6455
Email:
[email protected]
http://www.thoracic.org
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The second edition of my best selling tutorial Collections Made Easy! is now
available from PMIC at 1-800-MED-SHOP. If you are interested in maximizing your cash
flow, collecting past accounts and building a reliable patient relations management
routine I am available for on-site evaluations.
For more information contact
Mr. Michael J. Berry,
Consultant & Author
at 219-583-4234 or mike@practiceguardian
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2000! PRACTICE GUARDIAN TOP CHOICE WEBSITES
Keep track of the best healthcare practice management sites on the internet for
only $25 per year. Fax your requests today at 219-965-2122.
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PRACTICE GUARDIAN NEWS
Practice Guardian Newsletter is published monthly. Send all inquiries to
attention editor at
[email protected] or call (219)-583-4234. The subjects
and written examples in this newsletter are for general use only. The publisher and
author do not accept any responsibility or liability in regards to misuse or
misinterpretation. A qualified attorney should be consulted in all matters
concerning practice management. All publishing and copyrights reserved.
Copyright May 2000, Michael J. Berry, Consultant..
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