Page 42 - OB Risks - Delivering the Goods (Part One)

SVMIC Obstetrics Risks: Delivering the Goods

This tragic outcome could have likely been avoided if the

patient had been seen on the day her appointment was
scheduled. There was obviously no communication between

the front desk and the back office. Many physicians’ offices
use the front desk as a “gatekeeper” to address walk-ins,

late-arrivals, insurance/payment issues, and other matters
unrelated to medical decision-making. However, the decision

as to whether a patient is to be seen should be made by
a clinician. Moreover, the purpose/urgency of this scheduled

visit was not communicated by the physician to the front desk
(or the patient). This case is a prime example of how a simple

communication error unrelated to medical judgment can create
an indefensible claim.

Every practice should have a policy in place that no

patient is denied being seen by a clinician

unless the clinician is first consulted.
This policy applies to all patients

including walk-ins, as well as scheduled

patients who arrive late for their
appointments.

As the next case shows, ineffective communication is not limited
to an absence of communication. It is the responsibility of the

physician and the staff to provide accurate, timely information
in a manner and language that is clear and understandable to

both parties. Ultimately, it is the responsibility of the physician
to “ask the right questions”. This is true whether the physician is

receiving a verbal report face-to-face or via the telephone.

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