A Guide to Managing Upset and/or Difficult Patients

Handling difficult or upset patients is a learned customer service skill. Medical staff need specific training including role playing to feel confident in turning an unhappy patient into a happy one. Understanding the underlying emotions patients may be experiencing also brings empathy to successfully resolving issues.

Join SFMS/CMA for our complimentary webinar on managing upset/difficult patients.

Wednesday, April 4, 2012

12:15 pm to 1:15 pm

 

Topics include:

• What underlying emotion staff/managers/physicians need to be aware of in angry and upset patients
• Specific techniques to implement over the phone or in person to calm upset patients
• Interventional questions to ask to move patients from anger to problem-solving and resolution
• How to enlist support from others to deal with elderly patients or those with language barriers
• Role playing to gain confidence and ease of dealing with difficult patients

All CMA hosted webinars are FREE as a benefit of your SFMS Membership. Non-CMA Members are invited to join this webinar for $99. Medical staff are eligible to receive 1 PMI CEU for their participation.

To register for this webinar, please visit www.cmanet.org/events.

CMA Foundation to Host Free Insulin Management Webinar

Insulin Therapy in Type 2 Diabetes

Tuesday, September 27, 2011

12:00 pm to 1:00 pm

 

The webinar features Kimberly Buss, MD, Medical Director of Diabetes Education for Sutter Medical Foundation, and will:

• Identify patients with type 2 diabetes that are likely to benefit from insulin therapy
• Discuss treatment goals for patientswith type 2 diabetes on insulin
• Understand the action and appropriate use of short-, intermediate-, and long-acting insulin in the management of type 2 diabetes
• Highlight safety issues related to insulin use, especially the need to prevent hypoglycemia
• Learn a step-wise algorithm for initiating, titrating, and adjusting outpatient insulin therapy in order to achieve targeted levels of glycemic control for patients with type 2 diabetes

This webinar is free and open to all physicians. Register today at http://www.thecmafoundation.org/projects/APED/Event.aspx?EventID=1

Medical Billing for Workers’ Comp Webinar

SFMS and CMA invite all members to attend a complimentary webinar on “Medical Billing Standards for Workers’ Comp.” Suzanne Honor-Vangerov, Attorney at Flyod, Skeren, and Kelly, LLP, will talk about the newly adopted medical billing standards for submission of workers’ compensation medical bills that will go into effect in October and how to prevent unnecessary delays and denials of payment.

Thursday, September 15, 2011
12:15 – 1:15pm

All CMA hosted webinars are FREE as a benefit of your SFMS Membership. Non-CMA Members are invited to join this webinar for $99. Medical staff are eligible to receive 1 PMI CEU for their participation.

To register for this webinar, please visit www.cmanet.org/events.

EHR Meaningful Use Webinar; Complimentary to SFMS Members

Meaningful Use is the set of criteria that physicians will have to meet in order to receive federal EHR provider incentives. Join SFMS/CMA for an informative session about EHR and Meaning Use on:

Wednesday, August 31, 2011

Offered at 12:15 pm – 1:15 pm and 6:15 pm – 7:15 pm

On this webinar, CMA’s Associate Director of Medical and Regulatory Policy David Ford will provide an overview of the criteria for achieving meaningful use and what physicians and their office staff need to know to qualify for the incentive payments. This webinar will also introduce the CMA Guidebook to Meaningful Use, a new tool developed by CMA which will help physicians understand the details of the requirements.

To register for this or any CMA webinar, please visit www.cmanet.org/calendar.

HIPAA/HITECH Webinar Free to SFMS Members

Confused about HIPAA and HITECH? Register for a complimentary webinar to learn about Health Insurance Portability and Accountability Act (HIPAA) and the changes made by the Health Information Technology for Economic and Clinical Health (HITECH) Act.  CMA Legal Counsel Lisa Matsubara will discuss how the changes affect California physicians, and provide updates on the Breach Notification Rule, Accounting of Disclosures, and recent HIPAA enforcement actions.

HIPAA Update 2011                                                                                                              Wednesday, August 17
12:15 – 1:15pm

All CMA hosted webinars are FREE as a benefit of your SFMS Membership. Non-CMA Members are invited to join this webinar for $99. Medical staff are eligible to receive 1 PMI CEU for their participation.

To register for this webinar, please visit www.cmanet.org/events.