Rock Meets a Hard Place: When Patient Satisfaction Compromises Care
Track
:
Leadership Development
Program Code:
FR-03
Date:
Friday, October 23, 2009
Time:
9:15 AM to 10:15 AM
EST
Location:
301-302
CO-PRESENTER
:
Sheetal Shah, Esq., CPHRM, Director, Risk and Insurance Services, Palo Alto Medical Foundation
Ms. Shah is currently the Director of Insurance and Risk Services at the Palo Alto Medical Foundation where she is responsible for insurance and claims management for a medical group of over 800 physicians. She is also responsible for coordination of the risk management education program for clinical staff. She has eight years of experience in health care risk management, and prior to her current position served in various capacities as the Director of Risk Management for Stanford Hospital and Clinics and Lucile Packard Children’s Hospital. She is a licensed member of the California state bar and holds a CPHRM certification.
Matson Sewell has worked in healthcare for over 35 years. Her presentations and publications have established a track record for pioneering approaches to improving patient safety and preserving staff integrity. Since 2000, her focus has increasingly emphasized the leadership role of Risk Managers in their respective organizations. She also has spearheaded multi-state research projects, as well as state-wide legislative efforts to improve patient safety.
Description
Patients and families are substituting their own judgment, fueled by Internet research, for medical expertise and recommendations. This can lead to adversarial interactions with staff, occasionally prompting compromises in treatment approach. This situation offers an opportunity for risk managers to provide expertise and leadership to the development of organizational policy and strategy. Session attendees will learn how to write an evaluation template to assess organizational vulnerability and define steps needed to coordinate a response to unreasonable behavior/demands.
LEARNER OUTCOMES:
define four steps needed to coordinate an organizational response to unreasonable behavior/demands.
identify three policy requirements to respond to unreasonable patient/family demands;
write an evaluation template to assess organizational vulnerability;