Connections for Success


Health Care


Three Keys to Providing Terrific Patient Service
Laurence Sophian

One of the cornerstones of a successful medical practice is terrific patient service. In a non-medical context, you would call it customer service, but patient service needs to go beyond simply fulfilling a patient’s demands. Here are three keys to getting it right: Service Design For any service business, when designing how you are going […]


Paid Leave for Medical Practices: Considerations for Setting Time Off Policies
Jason Flahive

In any business, staff members need the flexibility to take time off from work — whether for sick days, personal days or vacations. Some medical practices take a fairly casual approach, while others have more formal time-off policies. Whatever your current method, you should periodically review and reconsider what would be the most effective and […]


Fending Off Fraud with Good Internal Controls
Anne Beason

Healthcare professionals focus on inefficiency and waste to maintain successful practices, often forgetting about the need to prevent and catch fraud. Physicians may not consider the importance of establishing systemic protections against employee fraud, such as theft of receipts or cash on hand, altered or forged checks, fake invoices, the use of practice funds to […]


Five Ways to Improve Practice Efficiency
Kelly H. Buchheit

The concept of work efficiency is rife with adages such as “work smarter, not harder” and “arrive early, leave late.” While certainly meaning well, these statements are vague. As such, I present to you five specific ways you can improve the efficiency of your medical practice: Get Paid for What You Do You should make […]


Employees’ Favorite Topic: Paid Time Off
Kevin Omahen

Have you reviewed your practice’s paid time off plan lately? Whether your practice has implemented a strict plan or one that is more relaxed, it is a good idea to revisit the plan periodically.


Getting Patients to Follow Their Treatment Plans
Amanda Gutierrez

Patient noncompliance with physician directives has cost the U.S. health care system an estimated $100 billion annually, and much of it is linked to poor physician-patient communication. It is important for physicians to develop ways to improve their communication skills and achieve better patient compliance. 


Head Off Problematic Physician Behavior at the Pass
Laurence Sophian

Of the issues and problems that can arise in a medical practice, disruptive behavior on the part of a physician is one of the most difficult to address.


How to Avoid HIPAA-Related Data Breaches
Jason Flahive

Data breaches are as prevalent as ever. News of large-scale breaches, such as tech-giant Facebook and insurance company Anthem, are popping up on the news nearly every week. Medical practices are often easier targets because of the personal and financial data available.


Mastering Your Patient’s Appointment Scheduling
Kevin Omahen

Good patient scheduling is both an art and a science. The goal is to determine the right amount of time to devote to each patient while limiting wait time. Obviously, efficiency is a goal, but not at the expense of caring for patients


The Pros and Cons of Offering Ancillary Services
Laurence Sophian

Many opportunities may arise in a physician practice for providing ancillary services, depending on the nature of that practice as well as the physicians’ interests. A short list includes anesthesia, diagnostic testing, endoscopy, pain management and physical therapy. Before deciding whether to offer ancillary services, however, physicians need to answer two questions:

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