Friday, July 11, 2008

Handling the big gulp patient...

Often patients have lifestyle habits that are detrimental to their overall health...the pace with which you handle these issues is critical to the doctor-patient relationship.

So this week a patient came in with a "super gulp" or whatever they are called, cup of soda. (Not too out of the ordinary) The thing that gets me scratching my head is this is my financial hardship patient, with Hx of cancer, fibromyalgia, and enough stress for both of us. She left the office and 5 minutes came back and had a look of relief as she held up her cup and said "almost forgot it."
Now- am I over the top...maybe. But it gets me thinking- How many of my patients are going to be coming to me for headaches and never tell me they drink a 6 pack a day of coke? or worse, those "energy drinks" that have 5 times the caffeine. Or whatever the scenario.
Anyway, I have attempted to create a general survey that a person will feel comfortable answering honestly and yet asks the questions that are pertinent. if there are more you can think of or if you think they are too vague or whatever, please feel free to fill me in.


I like the concept of going beyond the norm it is in keeping with being more like Sherlock Holmes than Dr. Watson...

"Never trust to general impressions, my boy, but concentrate yourself upon details. My first glance is always at a woman's sleeve. In a man, it is perhaps better to take the knee of the trouser."
A Case of Identity
Sherlock Holmes to Dr. Watson

"By a man's finger-nails, by his coat-sleeve, by his boots, by his trouser-knees, by the callosities of his forefinger and thumb, by his expression, by his shirt-cuff - By each of these things a man's calling is plainly revealed. That all united should fail to enlighten the competent inquirer in any case is almost inconceivable."
A Study in Scarlet
Sherlock Holmes to Dr. Watson

I used to have patients keep track of everything they put in their mouths, or smoked, snorted or injected (I think this about coveres it...) The reason for the injected and snorted is that I neglected these questions until I had a 35 year heroin addict tell me I should ask about injecting junk...I broadened my viewpoint from that point on, and of course added the snorting part too...;-)

Don't forget though, if you asked this woman if she cared about her health, she would say OF COURSE!

Patient ignorance...not stupidity. Everyone makes choices...be sure never to prejudice your patient care by judging...a variation of the proverbial chip...

How to handle/implement your form.

Health and Wellness Survey

How many glasses of water do you drink a day? 1 2 3 4 5 6 7 8 9 10 10+

How many cans of soda do you drink a day/week (circle one)? 0 1 2 3 4 5 6 6+

What else do you drink in an “average day”? _________________________________

How many fresh fruits do you eat a day/week (circle one) (ex. apple, banana, orange)? 1 2 3 4 5 5+

How many fresh vegetables do you eat a day/week (circle one) (ex. carrot, broccoli florets, corn on the cob)? 1 2 3 4 5 5+

For you, what is your “average” breakfast? ___________________________________________

How many hours do you sleep a night? 4 5 6 7 8 9 9+

On an “average day” how long do you go without getting up from a seated position? 1 2 3 4 5 5+

How many days out of an “average” week do you feel “stressed” 1 2 3 4 5 6 7

What do you do to relieve stress? Eat Drink (what?)________ Exercise (what?)_______

other__________________________

What part of the day do you most look forward to? __________________________________

What part of the week do you most look forward to? _________________________________

How would you describe your general state of health? ________________________________


Remember you must first give them what they want in order to create the opportunity to provide them with what they need. Therefore, do not complicate things by overloading people with too much up front...allow the reservoir of trust to build up a bit. Changing someone's health paradigm takes time...

Have the patient fill out this form at the first re-evaluation rather than on the first visit...

Review the results with the patient during their visits...how does their lifestyle impact their condition? Nothing generic, all of it should be direct and focused, and personally relevant.

Do not feed patients with a firehose...as the doctor patient relationship builds, you can do more and more, and truely have a positive impact upon the life and health of each patient you serve...

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Thursday, July 10, 2008

Insurance adjuster drops in for a visit...

This just in from a Client out East...

Good Morning!
I just had a GEICO insurance adjuster enter my office to have a tour and to take pictures of my office, equipment, license and diploma. Oh, and sign in sheets. She is investigating a claim of patient who was rear-ended and who's vehicle had little damage, but she had significant damage to her body. I allowed her to take pictures of my xray room and the exam room, but I had patients so none could be taken in the office. She also commented on what a nice office it was and my xray equipment was better than most she had seen. I quoted some research about rear -impact damage and how it can't be related to soft tissue/ structural damage in conversation.
She questioned a few things on my bill including an after hour charge ( I saw the patient on a Friday because she was hit on a Thursday night).
Any thoughts on how to handle that in the future? This is the first time that's ever happened.

My response...

First of all, I recommend not having sign in sheets. An NCR (carbonless two ply copy) fee ticket makes much more sense, as then there is no opportunity for anyone (such as an IRS agent or Insurance Adjuster) to obtain information about how busy you are. You can simply provide information relevant to the patient in question rather than your entire daily patient list. Also once they have those patients names, is it reasonable that they may want to subpoena other patients to testify what occurred routinely in the office when they were there? Bills and or charges to compare? They (adjusters) like to have information from sign in sheets so that they can compute your average time spent per patient to see if it jives with your charges. Get rid of the sign in sheet, order your fee tickets (I presented this at the Milwaukee seminar...(email me at drsjh@drscottheun.com for links to order.)

You could have refused the photos of the sign in sheet, and for that matter made the person schedule an appointment to come back at a more convenient time, when patients are not in the office, I HIGHLY recommend this practice in the future. Do not let them have free reign, you do not have to. Set the game up by YOUR rules...do not let them intimidate you, or show up unannounced.

Only answer questions that are asked, do not offer anything else...be cordial, yet firm, this is YOUR place of business. If you have a signed contract with an insurance company, you may find that you have to allow spontaneous visits...but if you DON'T have a contractual arrangement, this does not apply. They have no legal authority to come into your place of business and investigate in most instances. Being cooperative is important, but being a pushover is not.

I am not sure about the after hours charge, however it seems reasonable to me, you do not normally have hours at that time. However, that said, you may want to review the code on this point to see what the stipulations are exactly.

SJH

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