Practice Guardian News ******************************************************************** "The internet & practice management" On Line at: http://www.practiceguardian.com/courtesy.html This newsletter is freely circulated to the health care community. Subscribe today - info@practiceguardian.com Forward a copy to a friend or associate... Submit your www.association site Information today! Issue 6 - June 1, 2000 Main Page http://www.practiceguardian.com To unscribe to this newsletter please forward to webmaster@practiceguardian.com and include "unscribe" in the text you will be removed immediately from the list. ******************************************************************** Top Healthcare Stock Pick Merck Pharmaceutical http://www.merck.com As internet stocks tumbled Merck Pharmaceutical stock soared with a 17% return. A solid investment choice this year. For more information visit Merck.com web site for a fast stock quote! http://www.merck.com ************************************************************************* Submissions - Practice Guardian News Do not hesitate to forward your questions and responses via email. I am accepting future practice management articles for up-in-coming editions. All submissions must not exceed 500 words in length. For more information email. info@practiceguardian.com ******************************************************************** Enter the Practice Guardian.Com 2000 Practice Management Giveaway! Take the accounts receivable management test, score 100% and win an autographed copy of "Collections Made Easy! signed by the author. Take the challenge........... http://www.practiceguardian.com/test.html ******************************************************************** Tomorrow's solutions today and we guarantee it! If you really wnat to find out what is needed in internet security see Verisign, if you really wnat to know the HIMS system that is cost effective with extended longevity, in-built decision making tools and with accuratcy and security email: jplsa@aol.com. Patient quality care is the most important aspect of healthcare!. For more information contact: Dr. Gerald F. Feeney, President, Professional Clinical Software-USA. LLC. Ph: 315-646-2372. Fax: 315-646-1170. jplsa@aol.com. ******************************************************************** INDEX ******************************************************************** PRACTICE MANAGEMENT SITES .....InPharm - Internet Services Ltd PRACTICE TIPS .....How To Profit From Customer Complaints: Turning Problems into Opportunities REVIEW .... The Pocket Guide to Clinical Coding ASSOCIATION UPDATES & NEWS ....American College of Chest Physicians ...American Thoracic Society RECOMMENDED NEWSLETTERS & PUBLICATIONS NATIONAL HEALTHCARE ASSOCIATIONS (A TO Z) EDITORIAL INFORMATION ******************************************************************** CHEST 2000 Annual Meeting of the American College of Chest Physicians and Clinical World Congress on Diseases of the Chest October 22-26, 2000 San Francisco, California For information please contact: American College of Chest Physicians 3300 Dundee Road, Northbrook, Illinois 60062 Phone: 847-498-1400 Fax: 847-498-5460 registration@chestnet.org Web Site: http://www.chestnet.org ******************************************************************** Ultimate Cosmetic Practice Building Seminar: 2-days, 30 Doctor Limit Announcing -- A powerful unique seminar in Cosmetic Techniques, AND how to SELL more crown and bridge at higher fees than you've ever dreamed. If you want to make staggering profits performing cosmetic and reconstructive dentistry, this course is an absolute must . . . and it's got a "BETTER than NO-Risk" Guarantee! Maximum Profit Cosmetic Practice A 1000 Gems Tour Seminar How To Win Tons Of New Cosmetic Patients, Get Them To Say YES More Often, Skyrocket The Dollar Amount Of Every Case, And Double Your Profits In Record Time! This is a RISK-FREE, completely guaranteed way to make your practice far more profitable than you ever dreamed possible. For example, one month after a 1000 Gems Seminar, using just a couple of my simple, easy to follow techniques, Dr. Stephen DeLoach, just two years out of school, had his first $70,000.00 month! Dr. Kory Wegner, following my lead, increased his average monthly collections by $60,000.00! For More Information contact: Dr. Tom Orent, Gems Publishing, USA Fax: 508(872-0020 Or 879-4811) 12 Walnut St., Framingham, MA 01702 e-mail: orent@1000gems.com Call: 508-872-0066, or, Toll Free: 1-888-880-GEMS ******************************************************************** InPharm - Internet Services Ltd http://www.inpharm.com InPharm provides something for everyone in the pharmaceutical and healthcare industries; news, views, jobs, directories of agencies, professional organisations and freelancers, along with thousands of links out into the Internet. For more information contact: info@inpharm.com ******************************************************************** NEW - In 90 DAYS - In House Recovery System Are you interested in the resources to collect existing practice delinquencies? Managing receivables is an art form. Using the right tool to increase patient response can reduce loss cash flow and create positive results without injuring your patient's pride. Designed to improve patient relations! Turn loss into cashflow without a third party.A year worth of consulting for the cost of one seminar ! ******************************************************************** Recommended Medical Management Newsgroup. ******************************************************************** Share your knowledge with other health care professionals. Discuss medical management topics with leading professionals in this top rated medical management newsgroup. Subscribe today! med_group_mgt@egroups.com ******************************************************************** PRACTICE TIPS ******************************************************************** How To Profit From Customer Complaints: Turning Problems into Opportunities By Kevin Lawrence, Business Building Coach Email:Kevin@Kevin-Lawrence.com Main Site: http://Kevin-Lawrence.com Virtual Learning Site: http://ReferralU.com Complaining customers are a scary proposition for many professionals, but the complaint situation represents an opportunity, not a problem, in most cases. If you deal with a person's concerns respectfully and helpfully, your effort and consideration will almost always be appreciated, and former complainers will walk away feeling happy and valued. Businesses encounter real problems far more often because customers don't complain, and the absence of customer complaints is usually a bad sign: It can mean that customers don't feel comfortable voicing their concerns. Or, it can mean that not enough is being done to obtain feedback from clients. What's important to remember is the following: If people feel they are being listened to, understood, and valued, they will usually give you a second chance. The Strategic Planning Institute study on customers' complaints discovered that the average business does not receive complaints from 96% of its unhappy customers. At least nine out of ten of these non-complainers won't do business with the company again - they're gone forever. On the other hand, of the four percent of unhappy customers who launch a complaint, seven of ten will do business with the company again so long as their concern is handled properly, and a staggering nineteen of twenty will do business with the company again if their grievance is dealt with swiftly. Complaints are good. Ideally you want to receive more of them so you can improve the level of service you offer. In light of this, I recommend following this nine-step approach the next time you deal with a customer complaint: 1. Do not react or try to defend yourself or your company, even when you'd like to. Instead, acknowledge what the customer has said, empathize, and apologize for any inconvenience. This should not be considered an admission of guilt. It's about having respect and compassion. 2. Ask the customer "venting questions" so you can comprehend the exact situation and all of the details surrounding the complaint. You'll be surprised to see how this process helps customers release their frustrations while providing you with a better understanding of why they are upset. 3. Listen. Listen to customers as they vent their frustrations, and acknowledge their concerns without comment or defense. 4. Ask even more questions to get them venting and listen some more. You know it is time to stop when they say: "That's it, that's everything." You might also notice something very interesting when you let clients vent - people will look much more relaxed and their anger should be gone (vented) after such a session. You can now deal with them rationally and avoid costly arguments. 5. Paraphrase your understanding of the situation and the cause of your client's frustration. By repeating what you hear and understand back to a customer, you accomplish two things: First, you confirm that you truly understand why they are complaining and, thereby, ensure you are on the same page. Second, customers will feel truly heard and valued (as they are) because you cared enough to listen and understand. This alone should make them feel much better. 6. Time for the solution. You have 2 options here as well: (a) You can suggest a solution that will most likely make your customer happy and resolve the complaint. (b) You can ask them to recommend a solution themselves. What better way is there to give people what they want than to ask them what they want? It's that simple! It is interesting to note that, in most cases, people actually demand less that you would expect. They usually just want you to take responsibility and apologize for any inconvenience. A "free lunch" isn't usually their goal. People just like to be treated with respect. 7. Remedy any situation NOW and provide solutions that surpass expectations. The key here is to resolve the situation immediately and beyond the customers' expectations so they leave more than satisfied. 8. Confirm with the customer that they are happy with the solution, and thank them for bringing the problem to your attention. Appreciate that they're taking the time and energy to let your company know how to serve them better and keep their business. 9. Follow up later. To ensure satisfaction and loyalty, make a call or write a letter to the person a few weeks later to ensure they are still happy. They will be impressed that you care enough to check up and, who knows, there may be some more dissatisfaction you need to find out about. Consider this follow-up a double check. The key to remember is this: If you don't ask, you probably won't find out about the problems people may be having with your service or products. As a result, you will lose customers and referrals. Dealing with issues head-on and retaining clients - rather than searching for new ones - should prove to be a lot less stressful. Invest a little time TODAY to save yourself a lot of hassle tomorrow. Your customers will feel good about you, and you'll feel good about your bottom line. Join Kevin's Free Email Newsletters: Successful Life & Endless Referrals. For more information send a blank email to: Mailto:newsletters@Kevin-Lawrence.com ******************************************************************** REVIEW ******************************************************************** Rebel Records Inc. M. Trayser Dunaway, MD. Pocket Guide to Clinical Coding. http://www.rebrecords.com Are you looking for a quick E&M coding guide? You might want to pick up a copy of M. Trayser Dunaway, MD, (4 X 7), "Pocket Guide to Clinical Coding." The guide is practical, inexpensive and one of the best practice management picks for 2000. Coding is never easy. Learning rules and regulations are crucial to your success and maximizing your reimbursements. This guide is an excellent information source for any practitioner who needs a quick reference. It also corresponds to all recent HCFA changes and regulation standards. The guide primarily focuses on how coding works, risk assessments, modifiers, management option and medical decision making tables, Evaluation and management, CPT, multi and single system exams. It contains fill in the blank sections for easy documentation and overall management. The new edition also includes a hospital coding primer, of interest to hospitals and physicians. The key to increasing reimbursements is using the right code. Using the wrong code can result in loss of thousands of dollars even on a single procedure. This easy to use guide can not only be carried in your lab coat but can provide peace of mind when evaluating and diagnosing your patient. Inexpensive and reliable the 2000 edition is now available .(shipping and handling are included if payment is sent with order). Discounts are available for associations, groups, health systems or anyone looking to purchase more than ten copies. The Pocket Guide to Clinical Coding can be purchased directly from Doctor Dunaway at (803) 425-8555 or by visiting his web site at http://www.rebrecords.com ******************************************************************** ASSOCIATIONS UPDATE ******************************************************************** AMERICAN COLLEGE OF CHEST PHYSICIANS http://www.chestnet.org All June 2000 Press Releases are available from the main web site http://www.chestnet.org/publications/media ******************************************************************** American Thoracic Society News Briefs All June 2000 Press Releases are available from the American Thoracic Society at http://www.thoracic.org For more information contact. Ms. Lori Atkins, Director, Communication Services American Thoracic Society, 1740 Broadway, New York, NY 10019-4374, (212)315-6442, Fax: (212)315-6455 or 6456. ******************************************************************** RECOMMENDED NEWSLETTERS & PUBLICATIONS ******************************************************************** Healthcare Management Advisors, Strategy Advisor - Free Newsletter Focus Point: HMA's team of MD, JD, RN, RRA, CPC, CFE and CPA consultants perform corporate-wide risk assessments, DRG and CPT benchmark analyses, and focused compliance audits for hospitals, physicians and attorneys nationwide. To Subscribe: webmaster@HMA http://www.HMA.com/pg/ "Managed Care Insider eNews" Published Monthly For more information contact: Ms. Nancy Belle, Editor, nkbelle@erols.com Subscription: Free at insider@scheur.com Focus Point: Managed Care Issues http://www.scheur.com/smghome.nsf/webcontent/ezine.html Health Niche Advisor Free Newsletter For more information contact: Mr. Reed Tinsley at To Subscribe: 1-800-831-7799. Focus Point: Health Niche Advisor is the monthly newsletter that reveals the closely held secrets of CPAs and consultants who have succeeded in healthcare industry financial matters.Its proactive advice and real-world strategies position you on the cutting-edge of this dynamic market. It is written for any person who works with medical practices on a daily basis. http://www.hbpp.com reedt@ibm.net Dental Angle Online Free Magazine For more information contact: To Subscribe: If you would like to be notified when future issues are posted, please send an e-mail to editor@futuredontics.com with your request. Focus Point: A resource for dental professionals, Dental Angle Online magazine is devoted to helping dentists build thriving, successful practices. The first issue was posted on the World Wide Web in May 1996 and since then, each edition has provided thought-provoking insights and advice on how to overcome the many challenges facing dentists today. http://www.dentalangle.com editor@futuredontics.com The Anaheim Group DENTAL FAX WEEKLY Newsletter DENTAL FAX MONTHLY Newsletter Free Magazine For more information contact: Subscribe: For more information contact: Mr. James R. Ferrell, MBA, President at jferrell@thegrid.net Focus Point: The DENTAL FAX WEEKLY provides a 3-4 page summary of dental industry news for the week just ending. It is sent by fax & e-mail. Each WEEKLY reports the news in easy-to-read sections: DISTRIBUTION, MANUFACTURING,MANAGED CARE/INSURANCE, NEW PRODUCTS, & TRENDS. DENTAL FAX MONTHLY expands upon all of the WEEKLY news stories plus lists all new products cleared for marketing by the FDA, US Dental Patents, German & Japanese dental patent citations, and STOCK WATCH - a listing of over 30 dental company's stock prices http://www.dentalfax.com editor@futuredontics.com NewbyNews Physician Coding/Practice Issues Newsletter Subscription: To receive your free issue or if you have any questions/comments, please feel free to contact our newsletter coordinator, Maureen Hoffmeyer, at (317) 577-3066. Questions, comments, and subscription requests may also be mailed, faxed, or e-mailed to us Focus Point: Bimonthly fax newsletter designed to meet the coding and general practice issues of physician practices. Fax: 317-577-3061 newbyassoc@aol.com The Journal of the Southeasten Society of Pediatric Dentistry Magazine

Focus Point: Informative and practical clinical and practice management magazine. Features articles, tips and up to date dental procedures and discussions. For more information on subscribing contact Dr. Edward S. Nacht, D.D.S. at 954-791-0198 Gerontological Nurse Ventures, P.A. http://www.jwger-nurseventures.com

Monthly Ezine Focus Point: Nursing Issues. To Subscribe: http://www.jwger-nurseventures.com/scripts/subscribe.cfm or afgnv@erols.com with subscribe in subject "The Health Care Collector" Published Monthly by Aspen Publishers For more information contact: Ms. JoAnn Petaschnick, Editor 414-462-0278 FAX 414-462-7547 Email Jmpeta@aol.com Yearly Subscription Focus Point: Collections/Reimbursement issues "The Credit Connection" Published Quarterly by the Wisconsin Clinic Credit Manager1s Association (WCMMA) For more information contact: Ms. Teresa Addison, Editor addison_teresa_l@ssmhc.com Deen Clinic, Support Services 608-250-1121 Yearly Subscription : $35 Focus Point: Medical Collections, Accounts Receivables, Federal & State Regulations. "American Medical News" Published Weekly by the American Medical Association (A.M.A.) For more information contact: A.M. News Staff at 312-464-4429 Yearly Subscription Focus Point: All Medical/Socioecomonic Issues. "Physician Marketing & Management" Published Monthly by American Health Consultants Inc. For more information contact: Editor at 404-282-7436 Yearly Subscription Focus Point: Medical Management "In Confidence" Published Bimonthly by the
American Health Information Management Association (AHIMA) For more information contact: Ms. Jennifer Carpenter, RRA at 312-787-22672 Yearly Subscription Focus Point: Health Information, Patient Privacy & information System Security. Web Site: http://www.ahima.org ******************************************************************** NATIONAL HEALTH CARE ASSOCIATIONS (A to Z) ******************************************************************** Academy of Operative Dentistry Contact: Dr. John Reinhardt at john-reinhardt@uiowa.edu Website : http://www.uiowa.edu/~aodweb American Academy of Family Physicians 8880 Ward Parkway Kansas City, Missouri 64114 (816) 333-9700 Web Site: http://www.aafp.org American Academy of Pediatrics P.O. Box 927 Elk Grove Village, Illinois 60009 (847) 228-5005 Web Site: http://www.aap.org American Dental Association 211 East Chicago Avenue Chicago, Illinois 60611 (312) 440-2500 Web Site: http://www.ada.org American Medical Association 515 North State Street Chicago, Illinois 60010 (312) 464-5000 Web Site: http://www.ama-assn.org Association of Managed Care Dentists Contact: Call: 310-4553-3439 Web site: http://www.dentalgroup.com/amcd ALRUBDDS@aol.com Association of Military Surgeons of the United States (AMSUS) Ms. Marisa Brazil, AMSUS, Membership Coordinator (301) 897-8800 ext. 20. Email: marisab@amsus.org Web site: http://www.amsus.org Healthcare Financial Management Association (HCFMA) Contact Terry Arya, HFMA Membership (800)252-HFMA (4362), ext. 362 e-mail tarya@hfma.org. Web site: http://www.hfma.org Integrated Healthcare Association (IHA) Mr. Beau Carter, IHA Executive Director 45 Quail Court, Suite 302 Walnut Creek, CA 94596 (925) 746-5100 Email bcarter@iha.org Web Site: http://www.iha.org Medical Group Management Association (MGMA) 106 Inverness Terrace East Englewood, CO 80112-5306 (303) 799-1111 or FAX (303) 643-4427 Web Site: http://www.mgma.com National Institute of Dental and Craniofacial Research For More Information Contact: Ms. Sally Wilberding Public Information and Liaison Branch Building 45, Room 4AS.19 45 Center Drive Bethesda, MD 20892-6400 Phone: 301-496-4263 Fax : 301-496-9988 E-mail: Sally.Wilberding@nih.gov The American College of Physician Executives