Page 32 - 2021 Risk Reduction Series - Communication Part One

SVMIC Risk Reduction Series: Communication

in compliance with Limited-English Proficiency Guidelines. If

the letter is returned undeliverable, verify that the address on
the letter corresponds with the address given by the patient. If

a new address is provided by the post office, resend the letter
to the new address, and note this in the medical record. If a

certified letter is returned because delivery was refused by the
patient, resend the letter to the same address using first-class

regular mail. The reason for sending the same letter both ways
is because people often refuse to accept a certified letter as they

know that only bad news comes via certified mail; but a person
cannot refuse to accept a first-class letter. Consequently, there

is a legal presumption that the patient received the first-class
letter.

There are often good reasons why a patient may miss an

appointment. For example, the patient may feel better, lack
transportation, have childcare issues, financial concerns, or

other fears. However, the most significant issue for a patient
missing an appointment is when the patient is unaware

of the importance of the referral or consequences of the
missed appointment. A physician must avoid this type of

miscommunication with the patient and emphasize the
importance of attending all appointments. If a patient repeatedly

does not return to the office, after appropriate contact attempts
have been made and documented, the treating provider may

take steps to discharge the patient from the medical practice.

It is advised that if you are having difficulties reaching a high-

risk patient, contact an SVMIC Claims Attorney to discuss what
steps should be taken given the specific circumstances. This

is especially important if you are considering discharging the
patient from the practice.

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