Master Office Practice Self-Review Survey

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Office Practice Self-Review

This self-review tool is designed to assess the current risk management principles, practices and systems that are in place in an office-based medical practice. Please select a response to each statement. If the information does not apply to your practice, simply select "Not Applicable" as your response. At the conclusion of this self-review survey, we would kindly ask that you submit ideas/suggestions for future continuing medical education (CME) programming.

1. Courtesy *

	Always	Often	Sometimes	Rarely	Never	Not Applicable
Front office staff communicate with patients in a welcoming and courteous manner.	Front office staff communicate with patients in a welcoming and courteous manner. - Always	Front office staff communicate with patients in a welcoming and courteous manner. - Often	Front office staff communicate with patients in a welcoming and courteous manner. - Sometimes	Front office staff communicate with patients in a welcoming and courteous manner. - Rarely	Front office staff communicate with patients in a welcoming and courteous manner. - Never	Front office staff communicate with patients in a welcoming and courteous manner. - Not Applicable
Clinical staff treat patients with respect and consideration.	Clinical staff treat patients with respect and consideration. - Always	Clinical staff treat patients with respect and consideration. - Often	Clinical staff treat patients with respect and consideration. - Sometimes	Clinical staff treat patients with respect and consideration. - Rarely	Clinical staff treat patients with respect and consideration. - Never	Clinical staff treat patients with respect and consideration. - Not Applicable
Patients' questions pertaining to pre-visit information, medical costs, or insurance forms are politely answered.	Patients' questions pertaining to pre-visit information, medical costs, or insurance forms are politely answered. - Always	Patients' questions pertaining to pre-visit information, medical costs, or insurance forms are politely answered. - Often	Patients' questions pertaining to pre-visit information, medical costs, or insurance forms are politely answered. - Sometimes	Patients' questions pertaining to pre-visit information, medical costs, or insurance forms are politely answered. - Rarely	Patients' questions pertaining to pre-visit information, medical costs, or insurance forms are politely answered. - Never	Patients' questions pertaining to pre-visit information, medical costs, or insurance forms are politely answered. - Not Applicable
We address patients using surnames unless instructed by them to do otherwise.	We address patients using surnames unless instructed by them to do otherwise. - Always	We address patients using surnames unless instructed by them to do otherwise. - Often	We address patients using surnames unless instructed by them to do otherwise. - Sometimes	We address patients using surnames unless instructed by them to do otherwise. - Rarely	We address patients using surnames unless instructed by them to do otherwise. - Never	We address patients using surnames unless instructed by them to do otherwise. - Not Applicable

2. Telephone Calls *

	Always	Often	Sometimes	Rarely	Never	Not Applicable
Calls from patients with physical complaints are directed to an RN for triage, or in the absence of an RN, to a provider.	Calls from patients with physical complaints are directed to an RN for triage, or in the absence of an RN, to a provider. - Always	Calls from patients with physical complaints are directed to an RN for triage, or in the absence of an RN, to a provider. - Often	Calls from patients with physical complaints are directed to an RN for triage, or in the absence of an RN, to a provider. - Sometimes	Calls from patients with physical complaints are directed to an RN for triage, or in the absence of an RN, to a provider. - Rarely	Calls from patients with physical complaints are directed to an RN for triage, or in the absence of an RN, to a provider. - Never	Calls from patients with physical complaints are directed to an RN for triage, or in the absence of an RN, to a provider. - Not Applicable
There is an option to speak to a "live" person as part of the automated phone system.	There is an option to speak to a "live" person as part of the automated phone system. - Always	There is an option to speak to a "live" person as part of the automated phone system. - Often	There is an option to speak to a "live" person as part of the automated phone system. - Sometimes	There is an option to speak to a "live" person as part of the automated phone system. - Rarely	There is an option to speak to a "live" person as part of the automated phone system. - Never	There is an option to speak to a "live" person as part of the automated phone system. - Not Applicable
Office staff, including LPNs, do not recommend treatment or offer medical advice over the phone.	Office staff, including LPNs, do not recommend treatment or offer medical advice over the phone. - Always	Office staff, including LPNs, do not recommend treatment or offer medical advice over the phone. - Often	Office staff, including LPNs, do not recommend treatment or offer medical advice over the phone. - Sometimes	Office staff, including LPNs, do not recommend treatment or offer medical advice over the phone. - Rarely	Office staff, including LPNs, do not recommend treatment or offer medical advice over the phone. - Never	Office staff, including LPNs, do not recommend treatment or offer medical advice over the phone. - Not Applicable
Our providers accept calls when requested to do so by staff.	Our providers accept calls when requested to do so by staff. - Always	Our providers accept calls when requested to do so by staff. - Often	Our providers accept calls when requested to do so by staff. - Sometimes	Our providers accept calls when requested to do so by staff. - Rarely	Our providers accept calls when requested to do so by staff. - Never	Our providers accept calls when requested to do so by staff. - Not Applicable
Protected health information (PHI) is not left on a patient's answering machine without written consent.	Protected health information (PHI) is not left on a patient's answering machine without written consent. - Always	Protected health information (PHI) is not left on a patient's answering machine without written consent. - Often	Protected health information (PHI) is not left on a patient's answering machine without written consent. - Sometimes	Protected health information (PHI) is not left on a patient's answering machine without written consent. - Rarely	Protected health information (PHI) is not left on a patient's answering machine without written consent. - Never	Protected health information (PHI) is not left on a patient's answering machine without written consent. - Not Applicable
Angry or hostile patients or family members are referred directly to the practice manager or the appropriate provider.	Angry or hostile patients or family members are referred directly to the practice manager or the appropriate provider. - Always	Angry or hostile patients or family members are referred directly to the practice manager or the appropriate provider. - Often	Angry or hostile patients or family members are referred directly to the practice manager or the appropriate provider. - Sometimes	Angry or hostile patients or family members are referred directly to the practice manager or the appropriate provider. - Rarely	Angry or hostile patients or family members are referred directly to the practice manager or the appropriate provider. - Never	Angry or hostile patients or family members are referred directly to the practice manager or the appropriate provider. - Not Applicable

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Master Office Practice Self-Review Survey