We have been hearing from many new FootZine subscribers lately.  Welcome!  We look forward to your participation in the dialogue.

This week we have another in the series of Gems about in-office dispensing, a Coding Question and Answer, more Networking, and Letters.  Let's get started!

 ~ Gayle

From:  Hal Ornstein, DPM
re:      No-shows and Late Cancellations  (Volume 69)

Hi Tammy,

I have found that the most common reasons for no-shows and late cancellations is the doctor and staff not explaining why the next follow-up appointment is important (critical) to their health and well being.  I suggest you develop and practice what John Guiliana calls a "canned speech" for why the patient needs to return for each condition, realizing there is some overlap.  For example, after a nail avulsion instead of saying "we will see you in a week to check your toe" consider saying "it is very important (or you can say 'critical') that you return to our office in one week to check and monitor your infection to be sure it does not get worse and more complicated.  It should begin to look better but does not mean it is healed."  This is just a quick statement but surely can be fine tuned.

I assume you are calling to confirm appointments the day before.  If the patient is not home when you call the day before the appointment, call early the day of the appointment.  Also do not trust answering machines.  It is OK to leave a message but you should still call to confirm the morning of the appointment letting the patient know that your concerned because people don't always get messages relayed to them from an answering machine.

I have also noticed over the past year that co-pays have significantly increased with many being $30 or higher.  A patient thinks twice about returning especially when they think they are OK.  So once again, as mentioned above, stress why the follow-up visit is necessary.

One final thought.  Do an informal or formal survey of the patients who cancel or don't show.

Anything else, please let me know.  The AAPPM is here for you.

Hal Ornstein, DPM
President, AAPPM

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From:  Diana McLemore
re:      Looking for a Product

About 2 years ago, our office used a product called "Dead Sea Cosmeceuticals".
It was a hand/foot cream that was excellent. The company went belly up and
we have yet to find something even close.  Does any one out there know of a
similar product?

Thank you,
Diana McLemore

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From:  Brigitte Trottier
re:      SAS Comfort Shoes

Can you tell me if there are any stores in Oregon who sell this shoes?
If not, are they available on line?

Thank you
Brigitte Trottier

Hi Gayle.

I am a Board Certified, State licensed Pedorthist, living in east coast of Florida.  I am trying to find a Podiatrist to work with, could you recommend a web site or Physician looking to add to his practice this particular service.  Thank You.

Yours Sincerely,
Althea
POWELLJAMAL@aol.com


Notices of positions wanted or positions available, as well as other "classified" information, are welcome. They are posted at the FootZine web site's Networking page. Have a look at http://www.footzine.com/FZ_6.htm

The Question:

Can anyone tell me if I am using the correct code for hallux limitus correction (with osteotomy and screw fixation)--28289?
Thanks for any info!!!

Stacy Davis, PMA

The Answer:

28289 is only for the cheilectomy, not for the osteotomy.  A cheilectomy refers to the work involved in removing the osteophytic spurring around the MTPJ.

You should use the 28289 plus the 28306 for the osteotomy (which will include the fixation, but the screw itself could be separately reimbursable depending on the insurance company).


Crystal-Clear Coding tips by Dr. Ward are posted on the FootZine web site on this page:
http://www.footzine.com/FZ_C.htm


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"Success is unlikely if you always do things the way you've always done them."  - Unattributed

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Now that we have discussed the many benefits of in-office dispensing, how do you begin?  Many practices with very successful in-office dispensing programs employ a technique known as “passive marketing”.  Patients are never told that they have to purchase a product.  Instead a statement is made such as, “Mrs. Smith, you really need to use a skin moisturizer on your feet twice a day”.  Her response is usually, “Can you recommend one for me?”  With this response, your door of product opportunity flies wide open.  The idea is to have your patients exposed to various products in several ways throughout your office.  Some offices will have binders available for patients to look through.  These contain information on the doctors, the staff, the services offered, and a section on foot care products.  The section on products shows what is available, and outlines some of their common uses.  You can hang a sign in your waiting room as an added reinforcement stating, “We carry several products such as pads, arch supports, skin moisturizers, ankle supports and healing products in our office, as surveys have indicated that our patients appreciate the convenience of purchasing the products here.”  Many offices have had success with a small display including some of those products in the reception area.  Some companies offer Plexiglas cases, which allow products to be easily viewed. These cases provide good exposure and a professional appearance.  These can also be purchased at an inexpensive price if you choose, but try negotiating for this to be given free of charge based on high volume orders.  Patients often ask at the front desk which product they should use. Your staff should be trained in “non-selling.”  In our office, we do not push a product.  Instead, we will show a bottle of the moisturizer that we offer.  The patient is informed that similar products can be found in the pharmacy, but these are available for purchase in our office if they would like.

The top of your x-ray view box is a good area to put your most common products for patients to see.  They will often ask what they are used for, or remember that they have run out and need more when seeing the product.  With the advent of digital photography, it is easy to create a collage of your products and have them enlarged and nicely framed for each treatment room.  Patients’ curiosity as to the use of the products will lead to increased sales.  This also increases patient satisfaction through providing solutions to their problems.  Be sure to let your patients know that they can stop in at any time to purchase products.  On their follow-up visits, be sure to ask if they are using the products, whether they are using them as directed (once a day, twice a day, etc.), and if they have run out or are running low on the product and need to purchase more.  The key is the soft sell.  Convey to your patients that this is not the focus of their visits, but simply a component of the treatment plan.

Be sure to read FootZine next week for Part II of Marketing and Promotion of Your In-office Dispensing Products.  Until then live, love and laugh!


Previous "Gems" can be found on their own pages of the FootZine.com web site, at
http://www.footzine.com/FZ_90.htm


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"Knowledge is one of the greatest levers to future happiness."   -  taken from  "The GROWING WORLD"  W.M. Patterson & Co. 1887.

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Thanks as always to all who have written with questions, answers and ideas.   We look forward to seeing what the coming week brings to the Inbox!

  ~ Gayle

Copyright 2004 Gayle S. Johnson.  All Rights Reserved.
DISCLAIMER: Acceptance and publication of any letter, article, news item or advertisement does not necessarily constitute or imply approval or endorsement by myself of the product, idea, or content therein. I reserve the right to edit or to not publish any material received. Any letters published are the property of FootZine. Any health- or legal- and financial- related information is for educational purposes only and should not be construed as medical, legal or financial advice, or a substitute for the advice of a healthcare professional, attorney, financial advisor or any other consultant or professional. Information pertaining to legal matters should not perceived as legal advice, nor should discussion about such issues as Medicare, coding, and billing be considered as definitive. All content is presented as being only the opinions of the contributors and is for educational purposes only.

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