![Page 1: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/1.jpg)
ASC Risk Management Trends
NYSAASC Fall Conference
![Page 2: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/2.jpg)
Presenter
Aaron Hamming, JD, CQIA
Quality & Business Intelligence AnalystPhone: 514.347.6292
email: [email protected]
Web: www.proassurance.com
Twitter: @proassurance
Youtube: ProAssurance Risk Resource
![Page 3: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/3.jpg)
ProAssurance Group
Risk Resource Regional Office
2600 Professionals Drive, PO Box 150
Okemos, Michigan 48805–0150
800.292.1036
Fax 517.349.8977
![Page 4: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/4.jpg)
ProAssurance Group
Hayes V. Whiteside, MD
Chief Medical Officer
Senior Vice President, Risk Resource
800.282.6242, ext. 2670
![Page 5: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/5.jpg)
Disclaimer
Information in this presentation is neither an official statement of position nor should it be considered professional legal advice to individuals or organizations.
![Page 6: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/6.jpg)
Objectives
Participation in this seminar will better enable learners to:
• Discuss the leading claim allegations involving ASC healthcare professionals;
• Identify the most common risks identified during an onsite risk management assessment; and
• Establish a framework that promotes practical & applicable loss prevention strategies to address those risks.
![Page 7: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/7.jpg)
Study the Data
“When you can measure what you are speaking about, and express it in numbers, you know something about it; but when you cannot measure it, when you cannot express it in numbers, your knowledge of it is of a meager and unsatisfactory kind; it may be the beginning of knowledge, but you have scarcely, in your thoughts, advanced it to the stage of science.”
-Sir William Thompson, Lord Kelvin
(1824-1907)
![Page 8: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/8.jpg)
The Future of Physician Liability
![Page 9: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/9.jpg)
Physician Insurers Association of America (PIAA)
• Cumulative Study dates back to 1985
− National private practice physicians
− Dentists
− Nurses/NP
− Other healthcare professionals & organizations
• Credible database for claims
Source: PIAA Closed Claim Comparative – 2015 Edition
![Page 10: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/10.jpg)
Reprinted with permission
from the PIAA MPL Closed
Claim Comparative, 2015
Edition, Exhibit 2, Copyright
2016. The information
provided may be used for
personal use only. Any
other use requires prior
permission of PIAA.
Average
Indemnity
by Specialty
(2005-2014)
![Page 11: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/11.jpg)
Percent of Physician’s Sued
0% 20% 40% 60% 80% 100%
Ob/Gyn & Women's Health
Surgery
Orthopedics
Radiology
Anesthesiology
IM/FM
Oncology
85%
83%
79%
72%
58%
46%
34%
Peckham C. Medscape malpractice report 2015: Why most doctors get sued. Medscape
Web site. http://www.medscape.com/features/slideshow/public/malpractice-report-
2015#page=6. December 9, 2015. Accessed February 26, 2016.
![Page 12: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/12.jpg)
Nature of the Lawsuit
0% 5% 10% 15% 20% 25% 30% 35%
Failure to diagnose
Patient suffered an abnormal injury
Failure to treat
Poor documentation of Pt instruction & education
Errors in medication administration
Failure to follow safety procedures
Improperly obtaining/lack of informed consent
31%
31%
12%
4%
4%
3%
3%
Peckham C. Medscape malpractice report 2015: Why most doctors get sued. Medscape
Web site. http://www.medscape.com/features/slideshow/public/malpractice-report-
2015#page=6. December 9, 2015. Accessed February 26, 2016.
![Page 13: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/13.jpg)
The “Experience” of Being Sued
0% 10% 20% 30% 40%
Not as bad as I thought it would be
Neutral
Unpleasant and irritating, but I've had
other equally unpleasant experiences
Upsetting, but I was able to function
Very bad; disruptive and humilating
Horrible; one of the worst experiences
of my life
1%
1%
8%
33%
20%
37%
2%
2%
14%
36%
20%
26%
Men
Women
Peckham C. Medscape malpractice report 2015: Why most doctors get sued. Medscape
Web site. http://www.medscape.com/features/slideshow/public/malpractice-report-
2015#page=6. December 9, 2015. Accessed February 26, 2016.
![Page 14: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/14.jpg)
Location of Surgery Claims
• Hospital 80.0%
• Physician’s office 9.2%
• Hospital outpatient facility 4.5%
• Surgery center 2.2%
• Other 8.0%
Source: MPL Specialty Specific Series – 2015 Edition
![Page 15: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/15.jpg)
Claim Payment Analysis Combined Specialties 2005 - 2014
• 28 specialties by claims reported
• Average indemnity pd. $360,653
• Average expenses pd. $47,261
_______________________________________
• Largest claim− OB/Gyn 13M
Source: PIAA Closed Claim Comparative – 2015 Edition
![Page 16: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/16.jpg)
Malpractice: Then & NowPd. Closed Claims – Combined Specialties
2005-2009 2010-2014
Average
Indemnity $375,920 $346,451
Average
Expenses $42,914 $51,333
Source: PIAA Closed Claim Comparative – 2015 Edition
![Page 17: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/17.jpg)
Claims Closed With & Without Indemnity Combines Specialties – 2004 - 2013
35%
Claims Closed with Indemnity Claims Closed without Indemnity
Source: PIAA MPL specialty Specific Series – 2014 Edition
65%
![Page 18: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/18.jpg)
Most Frequent Allegations Combined Specialties – 2009 - 2014
• Errors in diagnosis
• Failure to recognize complication from tx
• Improper performance
• Failure to monitor case
• No medical misadventure
Source: PIAA Closed Claim Comparative - 2015 Edition
![Page 19: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/19.jpg)
Top Allegations (2005-2014)
• Improper performance
• Errors in diagnosis
• No medical misadventure
− Medical legal issues
• Failure to supervise/monitor case
• Failure to recognize complication of treatment
PIAA Closed Claims Comparative: A comprehensive analysis of medical professional
liability data reported to the PIAA Data Sharing Project. 2015 Edition.
![Page 20: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/20.jpg)
Defining Risk Management
• “Identification, classification, & prioritization of risks…”
• “Coordinated & systematic application of resources…”
• Mitigate, monitor & control probability and/or impact of unfortunate events
![Page 21: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/21.jpg)
Defining Risk Management
• Prevent lawsuits
• Increase defensibility
![Page 22: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/22.jpg)
Why Do ASCs Get Sued?
• No single explanation
• Variety of factors
• Complicated situations
• Involves some adverse event
![Page 23: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/23.jpg)
Assessment
![Page 24: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/24.jpg)
ASC Site Assessment
• Identify, assess, manage & mitigate risks
− Systematic, multi-disciplinary approach
− Determine the most effective, practical, and applicable approach to manage risks
− Monitor the effectiveness of efforts
![Page 25: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/25.jpg)
ASC Site Assessment
Patient Care & Tracking
Medical Records
Personnel & Staff SupportPractice Policies & Procedures
Regulatory Compliance
![Page 26: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/26.jpg)
ASC Site Survey – What We Look At
• Anesthesia and surgery
• Medication administration
• Medical staff and nursing profiles
• Medical record documentation
• Effective communication
![Page 27: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/27.jpg)
ASC Site Survey – What We Look At (cont’d)
• Quality Improvement
• Risk Management
• Competency
• Information Management
• Systems
− Codes
− Biomedical/Safety
![Page 28: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/28.jpg)
Next Steps
• Identify problem areas
• Prioritize
• Suggest changes/improvements
• Monitor
![Page 29: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/29.jpg)
How Do The Findings Stack Up?
![Page 30: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/30.jpg)
Coming in at 58% ... Anesthesia
• Documentation of pre-anesthesia exam
• Pre-anesthesia exam for pts receiving moderate sedation
![Page 31: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/31.jpg)
Pre-Anesthesia Documentation
• Most frequently missed criteria
− Patient’s previous hx
� Anesthesia
� Allergies
� OTC, herbal, vitamins
� Alcohol/substance abuse
� Sleep apnea
� ASA – determination of appropriate cases
![Page 32: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/32.jpg)
Pre-Anesthesia Documentation
• Most frequently missed criteria (con’t)
− Review of systems
− Description of teeth
− DX testing not reviewed
− Basic exam
− Anesthesia plan
− Pt. agrees and understands
• Blanks on templates
![Page 33: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/33.jpg)
And then at 53% … Systems
• Semiannual mock codes are not performed
− Cardio/respiratory
− Malignant hyperthermia
− OR fires
• Crash cart checks & logs
− Frequency
− Location
![Page 34: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/34.jpg)
At 47% ... Competency
• Competencies documented evidence demonstrating
− Pediatric medication administration
� Pharmacy conversion test is completed annually
� Passing score is 100%
− Emergency medical equipment
− OR fires
![Page 35: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/35.jpg)
At 45% ... Competency
• Staff education re impaired/disruptive behavior
− New employees receive education regarding S/S of impaired/disruptive behavior
− Employees receive annual updates
− Education process includes system for reporting staff
� Chain of command
![Page 36: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/36.jpg)
Then at 42% ... Systems
• Impound equipment involved in pt injury
• Criteria
− Policy specifies immediate notification
� Involves pt injury
� Equipment not released for inspection or repair by mfr w/o administration approval
![Page 37: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/37.jpg)
At 42% ... Quality
• QA minutes & quality documents are clearly labeled with appropriate protective language
• Criteria
− Separation of QA & business minutes
− QA minutes are labeled according to state’s quality assurance statutes
− Peer review information in credentialing file
![Page 38: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/38.jpg)
Peer Review/Quality Assurance
• Peer review is performed in variety of settings, e.g., part of QA program
• Promote candor & confidentiality in peer review process, & foster aggressive critique of medical care
![Page 39: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/39.jpg)
Federal Statute
• Health Care Quality Improvement Act
− Purpose: improve quality of care
• Physician peer review
• Protects reviewers from legal action if fair & reasonable review
Source: Hurney, Thomas Jr., et al., “A Practical Analysis of HCQIA Immunity.” In-House Defense Quarterly (Fall 2009) 34-59.
![Page 40: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/40.jpg)
Peer Review Protections
• New York: N.Y. Pub. Health Law §§§§2805-m “None of the records, documentation, or committee actions or records required . . . nor any incident reporting requirements imposed upon diagnostic and treatment centers pursuant to the provisions of this chapter shall be subject to disclosure. . .”
![Page 41: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/41.jpg)
Peer Review Protections (cont)
• See also id. at §§§§6527 (3)
“Neither the proceedings nor the records relating to performance of a medical or a quality assurance review function or participation in a medical and dental malpractice prevention program nor any report required by the department of health […] shall be subject to disclosure [...]. The prohibition relating to discovery of testimony shall not apply to the statements made by any person in attendance at such a meeting who is a party to an action or proceeding the subject matter of which was reviewed at such meeting.”
![Page 42: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/42.jpg)
Steps in Risk Management
• All reports go to peer review committee
• Direct reports to appropriate peer review committee member
• Evaluate all reports as agent of peer review committee
• Modify policies to accurately define procedures outlined in your state’s statute
![Page 43: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/43.jpg)
Steps in Risk Mgmt (cont’d)
• Clearly label with appropriate protective language
• Educate staff
− Broad reach of peer review protections & requirements to obtain & maintain protection
![Page 44: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/44.jpg)
Confidentiality Statement
• At a minimum:
− Privileged pursuant to [state] Statute § _____
![Page 45: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/45.jpg)
At 40% … Medical Record Documentation
• Surgical H&P incomplete
− >30 days
• Informed consent
− AMA
• Pre-post operative RN templates blank
− Vitals
− Education
− Responsible adult
![Page 46: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/46.jpg)
eye irritation thur fri became worse light sensitivity
![Page 47: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/47.jpg)
Documentation: Timeliness Matters
![Page 48: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/48.jpg)
Documentation for Discharge
• Condition upon discharge
• Instructions understood and repeated
• Contact number if questions post discharge
• Conditions under which to call
− Contact information
• Follow-up care
− Appointments
− Outstanding labs, tests
![Page 49: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/49.jpg)
Documentation for Discharge
• Response to medication
• Level of distress
• Method of departure
• Name of escort
![Page 50: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/50.jpg)
Documentation for Discharge
• Safety restrictions
− Driving
− Machinery
• Patient valuables
• Discharge instructions handed to patient
![Page 51: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/51.jpg)
Communication at Discharge:Last Chance to “get it right”• “Do you have any other
questions?”
• “Can we do anything else for you?”
• “Do you have any
questions about how
to take of your
________ .”
• Do you know what to do if there are problems?
• Do you know what problems to look for?
![Page 52: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/52.jpg)
At 40% … Medical Record Documentation (con’t)
• Post operative monitoring
− > 24 hours
− On call situations
� Anesthesia and pain related issues
• Time outs
− Site verification
![Page 53: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/53.jpg)
Document the care you were trained to provide
![Page 54: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/54.jpg)
Retained Foreign Bodies
• Surgical Instruments, Sharps & Sponge Counts
− Count procedure performed same way for every case
− Count when personnel change made during procedure
− Surgical towels should not be used as sponges
![Page 55: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/55.jpg)
Documentation of sponge & needle counts, instruments used
![Page 56: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/56.jpg)
Wrong Site Surgery
![Page 57: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/57.jpg)
Case Study
![Page 58: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/58.jpg)
Case Study
• 50 YOWF (5’6”, 230 lbs.)
• Chronic R knee pain
− Conservative treatment recommended
• 2 Months later
− Advanced R knee degeneration
− Total knee arthroplasty recommended & scheduled
![Page 59: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/59.jpg)
Case Study (cont’d)
• Pt marked surgical site with “S”
• TED hose placed on R leg
• Pt transferred to OR
• “Time Out” conducted
• L leg prepped & draped for surgery
![Page 60: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/60.jpg)
Case Study (cont’d)
• Surgeon marked leg for incision
• L knee opened & retracted
• Surgeon reviewed x-ray
• Surgeon broke scrub to talk to family
• L knee closed
• R knee arthroplasty performed
![Page 61: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/61.jpg)
Case Study
• Although the form was completed, surgical team failed to conduct the process as it was intended.
![Page 62: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/62.jpg)
Mark HakimRisk Management Director, ProAssurance
Sources: Preventable Hospital-Acquired Conditions (HACs), Including Infections, 73 Fed. Reg. 48,471-48,490 (2008). http://www.gpo.gov/fdsys/pkg/FR-2008-
08-19/html/E8-17914.htm (accessed November 18, 2010).
The Joint Commission, “Sentinel Event Statistics – Updated Through June 30, 2010.” http://www.jointcommission.org/NR/rdonlyres/377FF7E7-F565-4D61-
9FD2-593CA688135B/0/Statswithallfieldshidden30June2010.pdf (accessed November 17, 2010).
![Page 63: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/63.jpg)
Normalization of Deviance
The accumulated acceptance of cutting corners
or making work-arounds over time.
Source: Department of Community and Family Medicine. “Patient Safety – Quality Improvement Definition of Normalization of Deviance.” Duke
University Medical Center http://patientsafetyed.duhs.duke.edu/popup/module_c/definition.html
(accessed November 17, 2010).
![Page 64: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/64.jpg)
Murphy’s Law is Wrong!What can go wrong usually goes right, and over time we come to think a safety threat does not exist or is not as bad.
- Sydney Decker
![Page 65: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/65.jpg)
Before the Challenger explosion there were
9 O-ring failures reported
Before the Columbia explosion there were
7 foam strikes reported
Normalization of Deviance
![Page 66: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/66.jpg)
Two Ends of Safety
Blunt End
Sharp
End
![Page 67: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/67.jpg)
Original Boundary
Of Acceptable Behavior
1
4
5
3
2
Flirting With The Margin
Adapted from “Going Solid,” by R. Cook and J.
Rasmussen, 2005, Quality & Safety in Health Care,
14, p. 131. Copyright 2004 by R.I. Cook.
Normal conditions
taker operating point
beyond margin
Repeated shifts
without error –
margin redefined
New acceptable
operating point
Corrective
action taken
![Page 68: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/68.jpg)
Deviation in OR Setting
• Time outs
• Drug interaction alerts
• Informed consent discussions
• Medication administration
• Patient identification procedures
• Allergy verification
• Hand washing
• YOUR OR issue:_________
![Page 69: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/69.jpg)
Back to Basics: Checklists
• Simple
• Low-tech
• Used routinely in ORs
• Recognition & acceptance in medicine
Sources: Berenholtz, S. et al. “Eliminating Catheter-Related Bloodstream Infections in the Intensive Care Unit.” Critical Care Medicine 32 (2004): 2150-2.
World Health Organization. “Surgical Safety Checklist.” (2009) http://www.who.int/
patientsafety/safesurgery/ss_checklist/en/index.html (accessed November 29, 2010);
Heitmiller, G. “Checklists in Healthcare.” Society for Pediatric Anesthesia. (2009)
http://www.pedsanesthesia.org/meetings/2009annual/syllabus/pdfs/submissions/
Checklists%20-%20Eugenie%20S%20Heitmiller%20MD%20FAAP.pdf
(accessed November 29, 2010).
![Page 70: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/70.jpg)
Risk Management
![Page 71: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/71.jpg)
Program Elements
• Assessment of organization’s needs
• Organizational chart
• Formal written plan
• Implementation of risk management P & P
• Evaluation of program
![Page 72: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/72.jpg)
Program Assessment
• Reporting structure
− Including committee structure
• Appropriate resources available
• Established channels
− Quality, Safety, & HR
![Page 73: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/73.jpg)
Program assessment (cont’d)
• Depends on organization’s needs
− Patient care related risks
− Medical staff related risks
− Employee related risks
− Property related risks
− Financial risks
![Page 74: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/74.jpg)
Program Support
• Governing Board
• CEO, CFO, CMO
• ASC Administrator
• Nurse Manager
− Infection control
• Safety Officer
• Patient Representative
• Corporate Compliance Officer
![Page 75: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/75.jpg)
Reporting Risks
• Governing Board
− Summary of deviations
� AAAHC/TJC standards
− Summary of occurrences
− Corrective actions
− Results of corrective actions
− Current risk management issues
![Page 76: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/76.jpg)
Items of Interest
• Governing Board interests
− Minimizing financial losses
− Improving/maintaining organization’s reputation
− Improving/maintaining quality of patient care
− Patient safety initiatives
![Page 77: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/77.jpg)
Medical Staff Reporting
• Medical staff education− Role in risk management activities
− Partners with organization
− Cooperation is a win-win situation
− Appropriate contact information
− Medical record jousting
− Impaired colleagues
− Do-not-resuscitate orders
− Informed consent & informed refusal
− Transfer to hospital
![Page 78: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/78.jpg)
Patient Safety
• Medical staff interests
− Claims frequency/severity & impact on quality of care
− Clinical risk management issues
![Page 79: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/79.jpg)
Manual Procedures
• Incident Reporting
• Patient Complaints
• Attorney Contact
• Informed Consent
• Sponge/Needle Counts
• Visitor Injuries
• Employee Injuries
• Records Retention
• Body Mechanics
• Sharps Safety/Disposal
• Preventive Maintenance
• Loaner/Defective Equipment
• Patient Triage & Transfer
• Telephone Advice
![Page 80: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/80.jpg)
Verbal Communication
• Communication - #1 root cause of multiple Sentinel Events
• Develop formal channels of communication such as SBAR.
• Repeat & verify information provided verbally.
− Limit the use of verbal orders.
![Page 81: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/81.jpg)
Competency
• Used in litigation to prove or disprove a claim
• Applies to everyone in an organization
![Page 82: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/82.jpg)
Competency (cont)
• Especially critical in surgical cases
• How many procedures are enough?
• When do you know enough to be competent?
• How do you demonstrate competency?
![Page 83: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/83.jpg)
Competency Wrap-Up
• Documentation of training critical
− Residency, fellowships, new procedures & equipment
• Evaluating skill sets
− Honest evaluation
− Operate with assistance when appropriate
• Informed consent
− Discuss & document risks, benefits & alternatives w/ pt
− Discuss your experience & use of assistants
![Page 84: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/84.jpg)
Demonstrating Competence
• Maintain personnel files
− Reference checks
− Educational degrees
− Licenses, certifications
− Skills checklists
− Ongoing training
− Job descriptions
• Performance appraisals
![Page 85: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/85.jpg)
Recommendations
• Initial competency training & verification
• Annual competency assessment
• Specialized training (ex: fetal monitoring skills)
• Mock drills in areas with limited critical events
• Annual pediatric medication tests
• Handling of poor performers (ex: mentoring or terminating)
![Page 86: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/86.jpg)
Mini-Max Principal
The lowest level of performance by any employee, allowed to continue without corrective action, becomes the highest level of performance that can be required of any other employee in a similar position with the employer.
Nelson R. Re-orient your practice from thinking “patient” to thinking “consumer.” Presented
at: ProAssurance Risk Resource conference; February 17, 2015; Tucson, AZ.
![Page 87: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/87.jpg)
• Can they multitask successfully without getting angry or frustrated easily?
• Are they able to actively listen to people, i.e. do they take the time? Are they defensively preparing responses before hearing the issue? Do they care about your client population?
• Do conditions enable staff to work easily & efficiently?
• What staff are located in the front? What staff are located in the back?
First Points of Contact
Nelson R. Re-orient your practice from thinking “patient” to thinking “consumer.” Presented
at: ProAssurance Risk Resource conference; February 17, 2015; Tucson, AZ.
![Page 88: ASC Risk Management Trends NYSAASC Fall Conferencenysaasc.org/wp/wp-content/uploads/2014/02/ASC-Risk-Management … · ASC Risk Management Trends NYSAASC Fall Conference . ... •](https://reader031.vdocuments.site/reader031/viewer/2022022500/5aa424cf7f8b9ac8748b8566/html5/thumbnails/88.jpg)
Thank you for participating
in this Seminar