What we have this week is......lots of letters.  Let's get to it!

From:  Cheryl Watts, PMAC
re:      Office Morale (Heather Schafer, PMAC)

Heather,

I have been in a similar situation. We had three remote offices, then two, and now one.

I have often felt torn over this type of issue. One thing that I have found that really helps is that I make a point to go to lunch with the remote office staff once a week. This gives them time to talk to me and makes them feel a part of everything. I can tell a difference if I do not get to go to lunch with them.

I hope this helps! Good luck!!

Cheryl Watts, PMAC

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From:  John Guiliana, DPM, MS
re:      Office Morale (Heather Schafer, PMAC)

Heather,

What you are experiencing is a quite common "symptom" of what's known as "absentee management". You have apparently done a fine job in being sensitive to this issue and I commend you for recognizing your team's perception of it.

The steps that you have already taken to make the satellite offices feel more "loved" are indeed important. The only TRUE solution to this issue, however, is discussed in great detail in Tom Peter's book In Search of Excellence. He writes about an important management concept known as "managing by wandering around" (MBWA). Employees desperately need and desire "face time" with management. Management's presence in the actual work environment has a profound effect on productivity. You are already asking for their input and empowering them appropriately ( a task in itself that you should be congratulated for)...the only thing that they are missing is YOU.

In order to completely rectify this issue, reevaluation of your role is required. Is it possible to train and delegate some of your billing responsibilities to another member? While this may even create a need for additional payroll, your role as a true manager depends upon it. Even if more payroll is created, if Tom Peter's theory is correct, the increase productivity of your satellite offices will offset it.

Good luck.

John V. Guiliana, DPM, MS
FootZine Advisory Board Member

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From:  Linda Casella, PMA
re:      Region III Meeting

Gayle,

Do you have any info. on the May 13 and 14 meeting
at Atlantic City.  I would like to go even though I am
in the Northeast district because the lectures that
are being offered are just what I am getting into at
work.  If you know a web site or someone I can contact
I would appreciate it.
Thanks,
 
Linda Casella, PMA
Dr. James Dolan
Hampton NH

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From:  Lynn Homisak, PRT
re:      Region III

Hi Linda,

Please email me your mailing address (or fax #) and I will be happy to send you a registration form and hotel information for Region 3. The registration fee is $60.00 if paid by 4.28.03. After that cut off date, it is $85.00. The meeting will be held at the Taj Mahal Resort and Casino on the Boardwalk and Virginia Avenue in Atlantic City and room rates are $117/night if you mention meeting Code APODM03. Reservations must be received by April 11 to guarantee convention rates. Hope you can make it.

Lynn
lynnprt@msn.com


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HIPAA Question:

We recently attended a coding seminar where HIPAA was also discussed. One thing that came up was having personal information visible on the front of a patient's chart. They talked specifically about having things like allergies noted on the outside of the chart, and then putting charts in holders on the doors or walls where people could see them going by. They suggested that if an office does that, they should just put a sheet of paper over the front of the chart so that information can't be seen.

The next week our doctors said we had to cover up the allergy labels on the charts, and also the labels that show co-pays and managed care plans, even though the X-rays and charge slips usually cover them up anyway. So now the assistants have to dig through the chart to find the insurance and co-pay information, and the doctors have to dig through to find out about allergies, etc., and it's time-consuming and makes it more likely to overlook important things (that's why we had them there to start with).

But then the progress note sheet and the charge slip with the patient's name are on the front of the chart anyway, so what's the difference? Our office doesn't even use chart holders anyway, and if we did, why couldn't we just turn the charts with the back to the outside? I'm frustrated that we have to do things this way, and worried that we'll make a mistake by overlooking something.


 *_*   "If you think you can, you can.  And if you think you can't, you're right. "    -            Mary Kay Ash   *_*

At a time when podiatric practices are feeling increasing financial stresses, the staff inevitably feels these effects as well.  Many offices are now in the difficult position of freezing salaries or benefits, cutting hours, or even eliminating staff positions.  What can doctors and managers do to lessen the impact on remaining staff?  What makes the situation more tolerable for the staff? 

To borrow a phrase I often heard from Dr. Bernie Hersh: psychic income.  While it cannot replace the paycheck that you take to the bank and use for bills, it comes in many forms, and should not be under-valued.

Doctors and managers should remember that a sincere “Thank you” carries a lot of worth.  I doubt that many assistants want to be fussed over or gushed about, but most would appreciate acknowledgement: of improved skills; of carrying an increased workload; of completing an important project or accomplishing a major personal or practice goal.   People will often work in situations they consider less than ideal if they feel that things will improve, and that their efforts or contributions are not un-noticed or un-appreciated. 

If employees are happy with their work assignments, interact well with the patients, and enjoy good working relationships with the others in the office, they are assured of some psychic income.  People who don’t get along with their co-workers or dread going to work, for whatever reason, may have a negative balance in their “psychic bank”.  

Patients are also a wonderful source of these “bonuses”, not only with their occasional gifts of food and hand-made treasures, but also the sincere words of praise and thanks when their foot problems or related matters have been resolved.  Who doesn’t feel richer when, after two hours of serial phone calls to win an insurance benefits fight, the patient says, “Thanks, You’re the best!”?  What about the patients you encounter while shopping, etc., who hug you like a long-lost cousin?  Or the nice feeling you get when returning from vacation to hear “Oh, good, you’re back!” and “We missed you!”?   Even if the other parts of the equation don’t quite add up, this kind of input from the patients and even their families goes a long way toward making the situation better.

Those of us who work in podiatric offices are likely to be surrounded by opportunities to reap some psychic income.  It might not buy our groceries or pay our rent, but it can go a long way toward making an imperfect situation better until other improvements are possible.

We welcome you to visit the FootZine web site at www.Footzine.com and follow the links to Practice Management Gems; HIPAA articles and FAQs; Coding Questions; upcoming seminars, and more.

We are always happy to receive questions, comments and other feedback from our FootZine subscribers.  The purpose of FootZine is to provide a forum for this type of exchange between podiatric staff, and when we hear from you, that's a source of psychic income for me.  So.....don't forget to write!

~  Gayle

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