When it comes to patient management, many practitioners believe it is something akin to a black art steeped in mystery — a kind of “voodoo” that few can understand or master.

Some believe it doesn’t matter what they do to change things — patients show up in the waiting room as if by magic. Since they believe there is nothing they can do about patient compliance, they just leave well enough alone so at least things won’t get worse.

Solve the problem

Patient management is no mystery at all. It is a science with rules and laws just like any other science. Thankfully, patient management problems in your office can be solved as predictably and reliably as any basic math problem, if you know what to do and how to do it.

Look at the subject of patient control. Many people think that control is bad; a tool of dictators and a sign of power run amok. Yet, that is not necessarily the case. Only when control is misused or poorly executed is it considered bad.

Consider these examples of good control:

• If you were walking on a tightrope across Niagara Falls and someone was helping you by guiding your every step, would you consider that bad? Most would consider it an example of good control.

• When parents prevent their children from running out into a busy street, that is control.

• A stop sign that gets a motorist to stop before crashing into another motorist, is good control.

In the same way, good patient management is getting patients to arrive and obtain care at the optimal time, pay what they owe so they can continue to receive care, and ensure they follow their home health programs.

If you and your staff can get patients to do these things, this kind of good control leads to good patient management.

In the beginning

Good patient management starts at the beginning: When patients call in, have the front desk schedule an appointment for a specific time. When they arrive, have them fill out the necessary forms and read your office policies.

They need to know and agree to your policies on missed appointments, payment of services, and performance of assigned home programs. This should be a signed agreement.

Some advanced computer systems even allow this to be done on a tablet PC, including the patient’s signature. This cuts down on paper and filing costs, and ensures the patient knows you are running a high-tech, modern office.

Next, the patient treatment plan needs to be explained in a definite and positive manner so the patient can be expected to follow it.

Full story