Medical Model

Getting on Track with the Medical Model: Logistics

By Jerry Godwin, MBA, CEO, Optometric Medical Solutions


January 14, 2015

Article 2 in the ROB series “Getting on Track with the Medical Model”

Click HERE to read Article 1, Getting on Track with the Medical Model: It Begins with Benchmarking

SYNOPSIS

In a successful medical model practice, staff members individually perform a series of logistical tasks, while working as a team. Assigning key responsibility areas is the first step.

In the delivery of eyecare, your office guides the patient through an “interaction cycle” that includes every contact point with the practice and every service provided to them.It is critical that you establish logistical protocols for each step of this cycle and engage staff in being responsible for the performance of duties within the cycle.

Break the process down into four Key Responsibility Areas (KRAs), and assign specific tasks to your staff around these job functions. Click the KRAs below to obtain achecklist of duties for each step.

KRAswithChecklists of Duties

Patient Intake Process
Doctor-Tech Responsibilities
Patient Check-Out Process
Claims Management /Billing Responsibilities
Front office staff members are key players in the patient interaction cycle. They are the point of entry for the patient, and they collect key patient demographics. They set the tone for the patient’s perception of the practice. >>READ MORE>>
The concept of the medical process in an optometric practice is conveyed to the patient in the pre-testing process. Here, staff must explain the testing being completed and the purpose and medical nature (if it applies). At this point, have a meaningful discussion of the patient’s needs and explain that optometrists provide medical eyecare services.
>>READ MORE>>
Co-pays and non-covered charges are to be collected at time of service. You will greatly reduce your patient Account Receivable balance by consistently collecting the appropriate co-pay and deductible at the point of check-out.
>>READ MORE>>
When it comes to a medical record, the rule is: “If it isn’t documented, it didn’t happen.” The medical record is a linear history of the patient’s ocular health. It must be clear and consistent from one exam to the next. It must tell the story of the care of the patient. The medical record must be accurate to support clean claims.
>>READ MORE>>

Patient Interaction Cycle: Four Stages

Visualize the patient interaction cycle in four stages and with four objectives: receiving, understanding, helping and keeping the patient.

A Caring Staff Makes it Work

Your success with the patient interaction cycle depends on having a capable and caring staff that is well-trained and engaged in their responsibilities in performing the tasks with each KRA. There are few neutral experiences. Nearly every interaction with a patient is either positive or negative, even if only incrementally so. The way your staff represents the practice to patients is a direct reflection on you, the doctor. The OD must understand and be involved in the completion of duties within each KRA—and lead the team to success.

Observe…and Improve

Over time, assess how well you and your staff are performing the duties in each KRA. Identify areas where additional staff training can improve workflow and processes.

Jerry Godwin, MBA, is CEO of Optometric Medical Solutions, based in San Antonio, Texas. OMS is a leader in providing comprehensive management services and systems to optometric practices and a “change agent” in helping practices to embracethe medical model.To reach him: jgodwin@optmedsol.com

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