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Practice Management Nuggets

Practice Management Nuggets Podcasts for Your Healthcare Practice - is a regular interview series with practice managers, healthcare providers, or trusted vendors who support healthcare practices. Topics include things you need to know to help you start, grow, improve, or maintain your healthcare practice. The events will be short – about 30 minutes – with nuggets of information that you can use right away. And best of all – this is a free, no cost opportunity for you and your staff to hear from experts on a variety of topics how they made their clinics and businesses a success! Practice Management Nuggets© series is hosted by Jean L. Eaton (Your Practice Management Mentor and Practical Privacy Coach) of Information Managers Ltd. I am constructively obsessive about privacy and confidentiality in the healthcare sector--and I think you should be, too! I help primary care practice managers and health care providers properly manage the risk of a privacy breach, stay out of jail, avoid fines AND keep an efficient practice! Practice Management Nuggets has been interviewing guests and sharing nuggets of information since 2014! Get all the show notes at PracticeManagementNuggets.Live. www.InformationManagers.ca www.PracticeManagementNuggets.Live
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Jan 7, 2020

 

Organizations subject to the Personal Information Protection and Electronic Documents Act (PIPEDA), Canada’s federal private sector privacy law, are required to report to the Office of the Privacy Commissioner (OPC) any breaches of security safeguards involving personal information that pose a real risk of significant harm to individuals. They also need to notify affected individuals about those breaches, and keep records of all data breaches within the organization.

On today's podcast, PIPEDA’s Mandatory Privacy Breach Notification, we will look at how PIPEDA applies to healthcare organizations and the vendors that support them.

The Privacy Commissioner shares lessons learned after one year of mandatory breach reporting requirements under PIPEDA.

Does PIPEDA Apply To You?

PIPEDA applies to private sector businesses across Canada with the exception of Quebec, Alberta, and BC. In these provinces, provincial legislation wish is substantially similar to PIPEDA applies. In all cases, businesses which handle personal information which crosses provincial or national borders fall under PIPEDA regardless of which province that they are based in.

In Alberta, we have privacy legislation called the Health Information Act (HIA) that takes precedence over PIPEDA and Alberta's Personal Information Protection Act, (PIPA). If a business, like a physician's office, has a privacy breach which includes health information, then the custodian of the physician office must report the privacy breach following the HIA regulations. If it's employee information or other non-health information is included in the breach then that triggers privacy breach notification under PIPA. Sometimes, a breach can include both types of information and the physician office must notify under both legislation.

In BC the Personal Information Protection Act (PIPA) is BC's private sector privacy laws has also been deemed substantially similar to the federal private sector privacy law. BC does not have health information specific privacy legislation, so PIPA applies to private organizations in BC, including physician practices, and governs how the personal information about patients, employees and volunteers may be collected, used and disclosed.

If you are a business in Canada, for example, an electronic medical records (EMR) business and you have a data center in Canada where all of your clients provide their information and store it in your data center, the EMR vendor likely falls under the PIPEDA regulations.

The vendor may be responsive to other legislation as well. If you are an EMR vendor, you do not directly comply with the HIA in Alberta because that applies only to custodians. However, as an information manager of a custodian under the HIA, you have some obligations under the HIA in the event of a privacy breach. But that does not mean that you don't also have obligations under PIPEDA.

Listen to the podcast to learn more!

Show Notes

You can advance the audio to the time entries

03:00  PIPEDA

03:18  Does PIPEDA apply to you?

04:11  Alberta

04:53  British Columbia

05:26  EMR vendor and businesses that support healthcare practices

06:52  What is personal information

07:44  Why is privacy important?

In 2017, 65% of large organizations with more than 100 employees indicated that they were privacy aware, but only 43% of small businesses indicated that they were privacy aware.

09:11  What Is A Privacy Breach

12:44  PIPEDA Mandatory Privacy Breach Reporting Process

12:55  Keep Records

13:27  ROSH

14:04  Report to the OPC

14:10  Notification

Information Manager Agreement – should indicate if a vendor should directly notify a patient about the privacy breach or if the custodian will do the notification. The Information Manager Agreement should also identify which party (parties) is responsible for the cost of notification.

See the Practice Management Success Tip – Top 3 Agreements https://InformationManagers.ca/Top-3

15:46  What is ROSH?

17:47  What information, circumstances of the breach.

19:33   CASL Canada’s Anti-Spam Legislation

20:34  Good Privacy Is Good For Business

When we know better, we can do better…

I’ve helped hundreds of healthcare practices prevent privacy breach pain like this. If you would like to discuss how I can help your practice, just send me an email. I am here to help you protect your practice.

How to Manage a Privacy Breach with Confidence

The 4 Step Response Plan will help you with prevent privacy breach pain and give you the tips, templates, training, and tools that you can use right away to prepare your privacy breach response plan:

In the world of privacy breaches ‘If’ has become ‘When’. Will you be ready?

Link to 4 Step Response Plan

Click here for more information on the on-line 4 Step Response Plan course available now!

https://informationmanagers.ca/4-step


New! Podcast Key Word Search Tool

Did you hear something on today’s podcast that you would like to go back and listen to again?

Searchie Lady

Or, maybe you heard something on one of our previous podcasts that you want to listen to again, but you can’t remember which one and you would like to find it quickly and easily.

Well, that’s easy to do now!

If you heard something on this podcast that you want to re-visit, go to PracticeManagementNuggets.Live/search and enter the keyword in the magic box.

You will automatically be brought to the podcast at the exact spot where we talked about it.


Rate and Review the Podcast

I am honoured that you choose to spend your time with me today. Thank you for the opportunity to share my obsession about privacy, confidentiality and security with you!

Reviews for the podcast on whatever platform that you use is greatly appreciated!

When you provide your honest feedback it helps other people just like you find content that may help them, too.  If you received value from this episode, please take a moment and leave your honest rating and review.

Jean L. Eaton, Your Practical Privacy Coach

and Your Practice Management Mentor

with Information Managers Ltd.

Dec 10, 2019

Subscribe: itunes | Email | Stitcher | RadioPlayer | Spotify

Patients should be asked to show their Alberta Health Care Insurance Plan (AHCIP) card and photo identification when visiting a practitioner office.

But . . . it is not appropriate to keep a photocopy of the drivers license (or other photo ID) as part of the patient’s health record.

Correctly collecting patient identification is important!

Failure to correctly identify patients can lead to serious problems such as medication errors, as well as privacy breaches.

Positive patient identification is critical to ensure patient safety and protect patient data.According to industry research cited by RAND, 7-10% of registering patients are misidentified upon entry.

Patient misidentification contributes to:

  • 27% of radiation errors
  • 29% of medication errors
  • 5% of wrong-patient/wrong-site surgeries
  • 850 medical errors and 20 deaths related to blood transfusions

And, of course, we must deal with the administrative headache of privacy breaches and medical identity theft and duplicate patient records!

Practice Management Success

Practice Management Success

Are you feeling frustrated with the same problem over and over again in your clinic?

Or solving one problem just to find another problem popping up?

Don’t know where to go for help?

Many new and seasoned clinic managers find that they need help from time to time with questions like the ones that we discussed in this podcast episode.

To access all the resources mentioned in this podcast, join us at Practice Management Success!

 

In Canada, health ministries have underscored the importance of correct patient identification when they issue Patient Safety Alerts. Correct patient identification criteria is also included in Accreditation Canada standards.

 

  • Care – Good patient care starts with correct patient identification. Incorrectly identifying patients contributes to medication, transfusion, procedure and testing, errors.
  • Good Documentation – Avoid incomplete, inaccurate, and duplicate patient records!
  • Gatekeeper –Each caregiver has the responsibility to identify the patient before providing a health service. I think that the family physician has an added role and responsibility of the patients’ gatekeeper to additional health services to ensure that the documentation of patient identification is correct at the time of registration.
  • Billing – Avoid rejected billing and re-work when you correctly identify the patient and record the data correctly the first time. Patient demographic information is best corrected while the patient is present at the clinic instead of trying to contact the patient after they leave the clinic.

Don’t Photocopy The Photo Identification

You should record that you viewed the photo ID and verified, but do not record the unique number associated with the photo identification (for example, driver’s license number). Do not photocopy the photo identification.

Remember, we have a responsibility to collect the least amount of information necessary. Viewing photo id to verify the identity of the patient, is a reasonable step to ensure the safety of the patient and to prevent an error. Recording the drivers license number or photocopying the drivers license is not necessary to provide a health service and an unnecessary (and probably illegal) privacy and security breach.

Members of Practice Management Success receive templates of the new patient registration form, registration procedure, and the collection notice. If you are not a member yet, Click here and let me help you with your Practice Management Success!

Show Notes

Recorded May 21, 2019

You can advance the audio to these time markers:

00:38  How To Record Patient Identification

03:48  Risks Not Correctly ID Patients

05:05  Patient Safety Alert

05:20  Importance Of Correct Patient ID

08:15  Health Care Card Security

Education to the patient to ensure that they understand the importance of correctly identify the patient means they get the right health care service.

10:35  Verify Patient ID

14:40  Policies and Procedures

15:16  New Patient Registration Form

16:49  Don't Photocopy The ID

Remember - if you don’t need the information  to provide a health service, don’t collect it. You don’t have legal authority to make a photocopy the ID or the drivers license number.

17:57  Don't Photocopy the AHCIP Card

19:40  I’m happy to help you to identify a good process in your clinic to correctly identify patients so that you can continue to provide good care to your patients.

Do This Now

Members of Practice Management Success can access the video of this episode and the resources here in the membership.

If you are not a member of Practice Management Success, yet—what are you waiting for?

Click here and register now!

With your membership to Practice Management Success, you will get great tips, tools, templates, and training that you can use right away to help you start, grow, maintain, or fix your healthcare practice.


New! Podcast Key Word Search Tool

Did you hear something on today’s podcast that you would like to go back and listen to again?

Searchie LadyOr, maybe you heard something on one of our previous podcasts that you want to listen to again, but you can’t remember which one and you would like to find it quickly and easily.

Well, that’s easy to do now!

If you heard something on this podcast that you want to re-visit, go to PracticeManagementNuggets.Live/search and enter the keyword in the magic box.

You will automatically be brought to the podcast at the exact spot where we talked about it.

This video key-word search tool uses the new Searchie app. If you would like to know more about this, visit InformationManagers.ca/likes-searchie.

 

Rate and Review the Podcast

I am honoured that you choose to spend your time with me today. Thank you for the opportunity to share my obsession about privacy, confidentiality, and security with you!

Reviews for the podcast on whatever platform that you use is greatly appreciated!

When you provide your honest feedback it helps other people just like you find content that may help them, too.  If you received value from this episode, please take a moment and leave your honest rating and review.

Jean L. Eaton, Your Practical Privacy Coach

and Your Practice Management Mentor

with Information Managers Ltd.

Nov 9, 2019

Subscribe: itunes | Email | Stitcher | RadioPlayer |

Anne Genge of Alexio tells us that 96% of healthcare providers are concerned about how their staff are using personally identifying health information.

But - , many healthcare providers and business owners don’t know what to do about it!

Can your staff protect you from a ransomware attack?

Yes, they can!

And it doesn’t have to be hard or expensive to do that.

Today, on Practice Management Nuggets For Your Healthcare Practice, Anne Genge, CEO of Alexio Corporation is my guest expert. Anne will help us to understand the cyber security risks that every healthcare practice in Canada is facing now and what you can do now to reduce your risk.

6 Mistakes Made By Dentists (And Their IT)

  1. Think that IT has them covered and that ransomware won't happen to me!
    1. Not updating and monitoring computer systems with intrusion prevention/detection.
    2. Don't have a comprehensive backup of all of your data in at least 3 locations.
    3. Don't run backup restore tests regularly.
    4. Don't have a written mandatory cyber security awareness training plan.
    5. Don't have an independent cyber security risk assessment and management plan annually.

Meet Ange Genge

Anne Genge is a pioneer in protecting health data and those who use it. She is a Certified Information Privacy Professional with a specialization in dentistry. Anne also holds certifications for HIPAA, Credit Card Security, Internet, and Network Security. Ransomware and data theft have changed the face of dentistry in the past decade meaning dentists need a new toolkit for protecting their practices.

With over 20 years of experience, Anne knows the challenges healthcare providers face with technology. She and her team at Alexio Corporation work with dental and medical professionals to minimize data risk and maximize patient care. As healthcare grows increasingly dependent on the digital environment, cyber-security becomes increasingly more difficult. Protection of patient data is not only law, it’s imperative for business success and reputation. Anne simplifies cyber-security for dentists and other healthcare providers and gives ‘real world’ strategies to protect patient information and the practice business.

Be sure to tune in to my interview with Anne Genge, Ransomware - 6 Deadly Mistakes Made By Dentists (And Their IT) | Episode #082

Don’t Miss This!

Anne has a generous offer for you to get a complimentary 30 minute consultation call to discuss your practice.

Show Notes

Recorded October 29, 2019.

You can advance the audio to these time markers:

01:12  Introduction Anne Genge

02:00  How did you get started in security in healthcare?

04:34  IT support is not enough to prevent cyber security crime

05:17  #1 Tip Get a Cyber Security Risk Assessment

What Should  Healthcare Practices Know About Security Risk Assessments?

06:37  What is ransomware?

07:32  Why should healthcare providers be worried about this?

10:12  Data loss often happens even when you can de-encrypt the data often resulting in 15% loss

Without proper remediation, repeat ransomware attacks can happen.

12:16  Cyber security risk assessment annually as part of your routine management plan

05:16  Parking of trust

21:21  Why backup other business data outside of the practice management system?

23:47  What is an acceptable recovery time?

25:50  Policies, procedures, and training creates clarity and rules, people behave better.

29:15  Costs of a privacy breach to a small dental practice

30:12  How your staff can prevent ransomware

33:40  Difference between information technology IT support and cyber security professionals

36:55  What is a cyber security risk assessment?

39:30  Who needs a security risk assessment?

Do this now:


New! Podcast Key Word Search Tool

Did you hear something on today’s podcast that you would like to go back and listen to again?

Or, maybe you heard something on one of our previous podcasts that you want to listen to again, but you can’t remember which one and you would like to find it quickly and easily.

Well, that’s easy to do now!

If you heard something on this podcast that you want to re-visit, go to PracticeManagementNuggets.Live/search and enter the keyword in the magic box.

You will automatically be brought to the podcast at the exact spot where we talked about it.

Searchie Lady

 

This video key-word search tool uses the new Searchie app. If you would like to know more about this,

visit InformationManagers.ca/likes-searchie.

 

Rate and Review the Podcast

I am honoured that you choose to spend your time with me today. Thank you for the opportunity to share my obsession about privacy, confidentiality, and security with you!

Reviews for the podcast on whatever platform that you use is greatly appreciated!

When you provide your honest feedback it helps other people just like you find content that may help them, too.  If you received value from this episode, please take a moment and leave your honest rating and review.

Jean L. Eaton, Your Practical Privacy Coach

and Your Practice Management Mentor

with Information Managers Ltd.

Nov 5, 2019

 

Subscribe: itunes | Email | Stitcher | RadioPlayer |

Would you like to increase your dental practice revenue immediately?

Maybe you have a need to maximize efficiencies and create your dream team.

Dr. Angela Mulrooney believes that when you focus on communication with your customers and create consistency in your practice, you will increase your revenue and reduce your working hours.

Angela Mulrooney is the Business Doctor, and today she is my guest expert.

Meet Dr. Angela Mulrooney

Angela Mulrooney is published author, a retired dentist, and a dental practice coach who resides in Calgary.

Angela Mulrooney discussed how communication with patients and your team and a marketing strategy can improve your business.

If you would like to transform your dental practice and maximize the potential within the practice so that you can focus on spending more time with patients, giving them the best care that you possibly can while trying to level up everyone's skills in the practice as well, be sure to tune in to my interview with Dr. Angela Mulrooney, Improved Communication, Improved Business Episode | #081

Don’t Miss This!

Angela has a generous offer for you to get a complimentary 1 hour strategy call to discuss your practice.

Show Notes

Recorded August 2019.

You can advance the audio to these time markers:

00:12   Introduction Dr. Angela Mulrooney

04:40   The Passion Pursuit – How Your Passion Will Make You Prosperous

06:39  What does a dental practice coach do?

Production coaching

Communicate effectively with the patient

08:50  Marketing coaching

11:00  Practice efficiencies – is it required by law, does it add to production and/or does it advance the practice?

14:20 Who is the ideal practice provider who will most benefit from a dental practice coach?

Someone who is ready to level-up.

14:26  Are you ready to level up? What kind of outcomes could you expect?

Communication improvements may generate $250,000 improvement in production.

18:07  Communication between front line staff and patients

19:29  Marketing in a dental practice – what is a good mix between traditional and social media?

21:57  On-line reviews

Content support, social media support, social media trends

26:46 What are the common motivators for a dental practitioner to reach out to a dental practice coach?

27:40  Book a 1 hour Strategy Call With Angela info@helpmegetpatientsnow.com

28:27  Upcoming Marketing Book Credible Influencer Marketing for Professionals

 

Do This Now

Members of Practice Management Success can access the video of this episode and the resources here in the membership.

If you are not a member of Practice Management Success, yet—what are you waiting for?

Click here and register now!

With your membership to Practice Management Success, you will get great tips, tools, templates, and training that you can use right away to help you start, grow, maintain, or fix your healthcare practice.


 

New! Podcast Key Word Search Tool

Did you hear something on today’s podcast that you would like to go back and listen to again?

Or, maybe you heard something on one of our previous podcasts that you want to listen to again, but you can’t remember which one and you would like to find it quickly and easily.

Well, that’s easy to do now!

If you heard something on this podcast that you want to re-visit, go to PracticeManagementNuggets.Live/search and enter the keyword in the magic box.

You will automatically be brought to the podcast at the exact spot where we talked about it.

Searchie Lady

 

This video key-word search tool uses the new Searchie app. If you would like to know more about this, visit InformationManagers.ca/likes-searchie.

 

Rate and Review the Podcast

I am honoured that you choose to spend your time with me today. Thank you for the opportunity to share my obsession about privacy, confidentiality, and security with you!

Reviews for the podcast on whatever platform that you use is greatly appreciated!

When you provide your honest feedback it helps other people just like you find content that may help them, too.  If you received value from this episode, please take a moment and leave your honest rating and review.

Jean L. Eaton, Your Practical Privacy Coach

and Your Practice Management Mentor

with Information Managers Ltd.

Nov 3, 2019

 

Subscribe: itunes | Email | Stitcher | RadioPlayer |

The way a healthcare provider collects, uses and discloses personal health information (PHI) is critical to an efficient healthcare practice.

It’s also required by legislation and professional college regulations and standards.

Policies and procedures must be in writing, available to employees, and monitored to ensure that they are followed. Otherwise, you face all sorts of risks, including privacy breaches and other legal problems.

Don't let this happen to you!

Everyone in a healthcare practice — including front office staff, wellness practitioners and physicians and other custodians — must be aware of and follow these policies and procedures.

These policies and procedures also become the foundation of your privacy impact assessment (PIA).

That’s why, in this Practice Management Nugget, we’ll review a privacy breach investigation report from Alberta's Office of the Information and Privacy Commissioner (OIPC).

 When we know better, we can do better…

I’ve helped hundreds of healthcare practices prevent privacy breach pain like this. If you would like to discuss how I can help your practice, just send me an email. I am here to help you protect your practice.

PRIVACY BREACH NUGGETS are provided to help you add a ‘nugget' to your privacy education program. Share these with your staff and patients as a newsletter, poster, or staff meeting.

Jean L. Eaton, Your Practical Privacy Coach

Register Can You Spot The Privacy Breach

References

Alberta Office of the Information and Privacy Commissioner. Investigation Report H2019-IR-01 Investigation into alleged unauthorized accesses and disclosures of health information at Consort and District Medical Society Clinic. May 21, 2019. https://www.oipc.ab.ca/media/996888/H2019-IR-01.pdf


New! Podcast Key Word Search Tool

Did you hear something on today’s podcast that you would like to go back and listen to again?

Or, maybe you heard something on one of our previous podcasts that you want to listen to again, but you can’t remember which one and you would like to find it quickly and easily.

Well, that’s easy to do now!

If you heard something on this podcast that you want to re-visit, go to PracticeManagementNuggets.Live/search and enter the keyword in the magic box.

You will automatically be brought to the podcast at the exact spot where we talked about it.

This video key-word search tool uses the new Searchie app. If you would like to know more about this, visit InformationManagers.ca/likes-searchie.

Searchie Lady

 

Sep 30, 2019

 

Subscribe: itunes | Email |  Stitcher | RadioPlayer

1/3 of all  healthcare employees who should receive cyber security training, don’t get cyber security training.

This shocking statistic is from the recent report from Kaspersky, Cyber Pulse: The State of Cybersecurity in Healthcare – Part Two

I believe that we can do better!

Today, I want to share with you some easy, no-cost resources that you can use right away to start or add to your cyber security awareness training in your healthcare practice. There is no software to buy, and if you have email, you can do this today.

October is Cyber Security Awareness Month!

A great no-cost opportunity to provide cyber security awareness training to your team!

Whether you’re at work, at home, or on the go, threats to cyber security and sensitive data can follow you. Our uber-connected world makes it more important than ever to know the threats and their potential consequences.

Information Managers Ltd has been a Cyber Security Champion for many years - and now you can, too!

NCSAM was launched by the National Cyber Security Alliance & the U.S. Department of Homeland Security in October 2004. This US organization sponsors a multi-media resource campaign each October.

You can become a Champion, too - and get direct access to all the resources.

  • Demonstrate to team the importance of cyber security at work.
  • Share with your patients - by posters in your practice, blog posts, or your email newsletters - and demonstrate that your practice is cyber aware and you want to share tips with them.
  • If you have team members who work remotely, work from home, use their own mobile devices, or use the internet to connect with apps and resources - give them additional skills to do their work as safely as possible.
  • Help your team members better manage their own personal information in their personal lives - good habits that will help them at work, too!

Become a Champion here

https://staysafeonline.org/ncsam/champions/

Or, follow Information Managers blog posts, social media, and resources that you can download and use right away!

Start Your Cyber Security Awareness Training!

 

Throughout the month of October, Information Managers is providing to you Cyber Security Awareness tips by email.

Follow the link to receive an email every few days throughout October with a short training tip to be more Cyber Security Aware.

Emails will have additional resources that you can download.

You can forward the email to easily share with your team.

Or, they can sign up to the campaign, too, and then they will receive emails directly to their in-box.

Click Here to sign-up for Cyber Security Awareness Tips today!

https://informationmanagers.ca/cyber-security-awareness-2019

 

Show Notes

Recorded October 1, 2019

You can advance the audio to these time markers:

 

00:42  Introduction

02:20  Cyber Security Awareness Month

06:59  Key Messages

10:18  Engage Your Community

11:25  Raise Awareness

11:53  Become a Cyber Security Champion

https://staysafeonline.org

12:00  Cyber Security Awareness Training by Email

https://informationmanagers.ca/cyber-security-awareness-2019 

Jul 20, 2019

A Privacy Impact Assessment (PIA) is Good for Business

A PIA is part of a regular business process if you collect, use, or disclose personal health information in your healthcare practice. When you have a previous PIA that has been prepared, submitted to the Office of the Information and Privacy Commissioner (OIPC) and it has been accepted for use--well, that is not the end of your PIA journey.

You need to ensure that you are updating and amending your PIA as your practice matures and as you make administrative and technical changes to the procedures in your practice.

Join Jean L. Eaton, Your Practical Privacy Coach and Your Practice Management Mentor and host of this podcast to discover the common triggers that require you to consider if it is time for you to do a PIA amendment.

Subscribe: itunes | Email | | Stitcher | RadioPlayer

Show Notes

You can advance the podcast to the time entries

00:00  Introduction

01:07  When do you need a privacy impact assessment (PIA) amendment?

01:27  Previous PIA is more than 2 years ago

03:19  Changes in legislation

Other common triggers for PIA amendments

03:56  Electronic Medical Record or computer network, or office productivity

05:16  Physicians, Ownership, Location

05:45  New Users / Information Sharing

06:35  Communicating With Patients

07:57  Vendors Change - Alberta Netcare Portal

10:00  New PIA or PIA Amendment?

12:13  After the Amendment is Written

If you need assistance with your Privacy Impact Assessment amendment, see https://InformationManagers.ca/PIA-course

Protect Your Practice, Your Patients, and Your Assets With Privacy Impact Assessments

Are you struggling with creating your privacy impact assessment or amendment?

Not sure if you are still compliant with the HIA?

A completed PIA doesn’t last forever!

If you need help with your amendment, let me know. I'm here to help you with on-line education and coaching.

I help you complete your PIA.

https://InformationManagers.ca/PIA-course

PIA on-line training and coaching

 

Rate and Review the Podcast

I am honoured that you choose to spend your time with me today. Thank you for the opportunity to share my obsession about privacy, confidentiality and security with you!

Reviews for the podcast on whatever platform that you use is greatly appreciated!

When you provide your honest feedback it helps other people just like you find content that may help them, too.  If you received value from this episode, please take a moment and leave your honest rating and review.

Jean L. Eaton, Your Practical Privacy Coach

and Your Practice Management Mentor

with Information Managers Ltd.

Jun 30, 2019

Subscribe: itunes | Email | | Stitcher | RadioPlayer

‘This call may be recorded to ensure quality control.’

We’ve all heard the recorded message when we call our bank or service provider

But, is this the best way to capture patient satisfaction with their healthcare visit experience?

Are you looking for options to gauge patient satisfaction with the patients’ interactions with your office staff during phone calls and their entire visit?

There are other options that require less technology, easier to implement, respects privacy, provides a more meaning constructive, helpful, feedback for your clinic team and engages your patients to improve their satisfaction.

I reached out to Brian Lee from Custom Learning Systems about his suggestions on how to explore patient satisfaction. Listen to the podcast to hear his key tips!

CareSay App from Everyone’s A Caregiver

Easily measure the patient's experience and give them an opportunity for feedback so that you can improve patient satisfaction and patient care in your healthcare practice. Make sure to check out this new app from Brian and Everyone’s a Caregiver!

Click on the image below

 

CareSay Reviews

In This Episode

In this 16 minute episode, Brian Lee, CEO of Everyone's a Caregiver Learning Systems, we discuss options for the healthcare provider and business owner to easily measure the patient's experience and give them an opportunity for feedback so that you can improve patient satisfaction and patient care in your healthcare practice.

Brian shares his key tips including

  • Options to create a patient experience survey (including CGCAPS).
  • New tools that empowers the patient to provide clinics with feedback about their experience.

Join me for the interview with Brian Lee, How To Capture Patient Satisfaction With CareSay Reviews.


Meet Brian Lee, CEO, Everyone's a Caregiver Learning Systems

Brian Lee, CSP, is one of North America’s leading experts in the field of World-Class patient experience, staff engagement and culture change. He is recognized author on HCAHPS improvement and Value-Based Purchasing.

Brian has been a passionate lifelong student of customer service and its effect on both organizational effectiveness and staff retention. He educates his audiences about the “how-to’s” of developing patient, staff, and physician loyalty. He models how to inspire hope and commitment and to bring a renewed passion for care-giving. For two consecutive years Brian has been evaluated by the International Customer Service Association Conference as the number-one-rated Customer Service Expert Speaker in the World.

Brian Lee is the Chief Executive Officer of  Everyone's a Caregiver Learning Systems, a leading provider of culture-change and training solutions to healthcare organizations across North America. He is also the founder of the Healthcare Service Excellence conference. In the past 30 years in business, Brian and his team have worked closely with healthcare organizations on several continents to achieve breakthrough results in improving the Patient Experience and Staff Engagement.

In the fall of 2018, Brian Lee and Bruce Lee invited Jean L. Eaton to become a faculty member of Custom Learning Solutions and their new initiative to assist community clinics to empower community clinics to deliver a 5 star patient experience. Their new on-line program, Patient Centered Clinic, launches in February 2019.

Find out more about Brian Lee:

www.EveryonesACaregiver.com

Twitter: @every1care

LinkedIn: Brian Lee CSP


Show Notes

You can advance the audio to these time markers:

00:00 Q: How to Capture Patient Satisfaction

00:47 Speaking with Brian Lee, CEO, Everyone’s a Caregiver

04:07 Privacy considerations

05:12 Patient Feedback Options

05:30 Adopt a Patients Experience Measurement – CGCAPS

Patient Centered Clinic Modules

Go to https://InformationManagers.ca/Likes-EAC to unlock the sample modules for the Patient Centered Clinic!

06:50 Care Say App – Deliver a 5 Star Experience!

https://informationmanagers.ca/likes-CareSay

14:13 Pilot the Care Say App!

Download the app for free – at your app store now for IOS and Android.

To learn more about the pilot, call Dorian at 403-270-5806. Or, send her an email at Dorian [at] EveryonesACaregiver.com. No obligation just check it out!


Do This Now

Members of Practice Management Success can access the video of this episode and the resources here.

If you are not a member of Practice Management Success, yet—what are you waiting for?

Click here and register now!

With your membership to Practice Management Success, you will get great tips, tools, templates, and training that you can use right away to help you start, grow, or improve your healthcare practice.


Rate and Review the Podcast

I am honoured that you choose to spend your time with me today. Thank you for the opportunity to share my obsession about privacy, confidentiality and security with you!

Reviews for the podcast on whatever platform that you use is greatly appreciated!

When you provide your honest feedback it helps other people just like you find content that may help them, too.  If you received value from this episode, please take a moment and leave your honest rating and review.

Jean, Your Practical Privacy Coach and Practice Management Mentor

May 8, 2019

Subscribe: itunes | Email | | Stitcher | RadioPlayer

Privacy Awareness Week (PAW), an initiative of the Asia Pacific Privacy Authorities forum (APPA), is held every year to promote awareness of privacy issues and the importance of protecting personal information.

This year, Privacy Awareness Week is celebrated May 6-10, 2019.

Protect Your Organization and Your Patients

Equip your staff with the information they need to confidently and correctly handle personal health information.

Healthcare businesses need privacy awareness training to support key policies, procedures and risk management programs need a privacy awareness training program.

Patients trust their healthcare providers with their sensitive, personal, and financial information.

If patients don’t feel that the healthcare provider will keep their information confidential and secure, patients may choose not to share their information which may impact their healthcare and treatment.

When we are privacy aware, we can better respond to patients’ questions and build their trust in the quality of services that we provide.

In this podcast episode, Jean L. Eaton challenges you to take the Privacy Awareness Quiz. See if you are up-to-date with common scenarios in healthcare!

Show Notes

Recorded June 2018

You can advance the audio to these time markers:

00:40  Introduction

01:52  Say No to Snooping

Privacy Awareness Training Quiz

04:00  Question 1 Soccer Mom

04:52  Answer 1 Soccer Mom

05:28  Question 2 Celebrity Visit

05:57  Answer 2 Celebrity Visit

07:00  Question 3 Training Examples

07:35  Answer 3 Training Examples

08:25  Question 4 Patient Access to Their Own Information

09:15  Answer 4 Patient Access to Their Own Information

11:25  Question 5 Chart Notes Print-out

12:05  Answer Chart Notes Print-out

13:35  Bonus tips

14:05  Privacy Awareness In Healthcare: Essentials

www.InformationManagers.ca/Privacy15 Use the coupon code: Privacy15

14:33  Download the free Privacy Awareness Quiz

www.InformationManagers.ca/Privacy-Matters-Quiz

Do This Now

See https://informationmanagers.ca/privacy-awareness-week-2019/ for more resources that you can use right away for your healthcare practice.

Rate and Review the Podcast

I am honoured that you choose to spend your time with me today. Thank you for the opportunity to share my obsession about privacy, confidentiality and security with you!

Reviews for the podcast on whatever platform that you use is greatly appreciated!

When you provide your honest feedback it helps other people just like you find content that may help them, too. If you received value from this episode, please take a moment and leave your honest rating and review.

Jean L. Eaton, Your Practical Privacy Coach

and Your Practice Management Mentor

with Information Managers Ltd.

Apr 7, 2019
Subscribe: itunes | Email |  Stitcher | RadioPlayer

When was the last time that you reviewed your access logs in your healthcare practice?

In our policies, procedures, risk assessments, and privacy impact assessment submissions, we indicate the reasonable safeguards that we expect to implement in our practices to protect the privacy and security of health information.

But policies and good intentions alone isn’t enough.

We also need to take action on our policies.

Custodians have an obligation to ensure reasonable safeguards to protect the privacy and security of health information. This means having appropriate policies and procedures in place and demonstrate and document that you have implemented your plans.

In this podcast episode, Jean L. Eaton answers frequently asked questions (FAQ) about using audit logs of your computer and your Electronic Medical Record (EMR) / Electronic Health Record (EHR) to improve security in your healthcare practice.

Improve Privacy and Security In Your Healthcare Practice

Privacy and Security Monthly Audit Template

Privacy and Security Monthly Audit Template

This Practice Management Success Tip includes

✔ Implementation guide – easy to read ‘how-to' instructions to get the best results from your privacy and security monthly audit.

✔ Audit form template in MS Word document format that you can download, print, and use right away.

✔ Access to mini-course with video examples to get you started.

✔ On-line access to Jean L. Eaton, Your Practical Privacy Coach and Practice Management Mentor to answer your questions

No software to purchase

Get the Templates Now!


In This Podcast Episode Show Notes

Recorded June 2018.

You can advance the audio to these time markers:

00:51  Policies and Procedures Are Not Enough

01:10 What Are Audit Logs?

02:28  Importance of Audit Logs

04:52  Snooping

05:46  Reasonable Safeguards

06:11  Implementing Monthly Privacy and Security Audit

07:16  Starting Your Program

07:59  Sample Goals

09:36  Sample Compliance Observations

11:47  Sample Recommendations

12:15  Identify Your Action Items – what will you start, stop, or keep doing?

Action Steps That You Should Do Now

See https://informationmanagers.ca/audit for checklists and templates that you can use right away to help you improve your healthcare practice security.

Rate and Review the Podcast

I am honoured that you choose to spend your time with me today. Thank you for the opportunity to share my obsession about privacy, confidentiality and security with you!

Reviews for the podcast on whatever platform that you use is greatly appreciated!

When you provide your honest feedback it helps other people just like you find content that may help them, too.  If you received value from this episode, please take a moment and leave your honest rating and review.

Jean L. Eaton, Your Practical Privacy Coach

and Your Practice Management Mentor

with Information Managers Ltd.

Mar 24, 2019

Subscribe: itunes | Email Stitcher | RadioPlayer

Has this ever happened to you?

You are a clinic manager in a healthcare practice. One day, you receive a phone from a healthcare provider in another clinic.

They received a fax with patients’ health information from someone in your clinic. But the fax is not addressed to them – they received it in error.

Is this a notifiable privacy breach under Alberta’s new Health Information Act (HIA) regulations?

What should you do now?

If you work in healthcare, it is your job to manage each #PrivacyBreach with confidence, compassion, and transparency to the individuals affected by a privacy breach.

In this podcast episode, Jean L. Eaton answers frequently asked questions (FAQ) about mandatory privacy breach notification in your healthcare practice.

Learn NOW how to respond a #PrivacyBreach – Don’t get caught scrambling when a privacy breach happens!

Practice Management SuccessPractice Management Success

Are you feeling frustrated with the same problem over and over again in your clinic?

Or solving one problem just to find another problem popping up?

Don't know where to go for help?

Many new and seasoned clinic managers find that they need help from time to time with questions like the ones that we discussed in this podcast episode.

To access all the resources and to ask Jean your questions, join us at Practice Management Success!

In This Podcast Episode Show Notes

Recorded Oct 16, 2018

You can advance the audio to these time markers:

00:58  Is this a privacy breach?

01:19  Part A: Circumstances where mandatory privacy breach notification is required

02:244  Part B: Circumstances where mandatory privacy breach notification is not required

02:50  Accessed the information in a manner consistent with his role as a health services provider and did not do it for an improper purpose;

03:00  Did not use or disclose the information beyond determining that he accessed it in error.

04:50  Sending custodian must record the privacy breach



Do This Now

Members of Practice Management Success can access the video of this episode and the resources here.

If you are not a member of Practice Management Success, yet—what are you waiting for?

Click here and register now!

With your membership to Practice Management Success, you will get great tips, tools, templates, and training that you can use right away to help you start, grow, maintain, or fix your healthcare practice.

Rate and Review the Podcast

Reviews for the podcast on whatever platform that you use is greatly appreciated!

When you provide your honest feedback it helps other people just like you find content that may help them, too.  If you received value from this episode, please take a moment and leave your honest rating and review.

Subscribe to our podcast and join our email updates list!

When you subscribe to our podcast, the next episode of the podcast will automatically appear in your play list and you never have to go searching for an episode again!

 

Feb 28, 2019

Subscribe: itunes | Email | | Stitcher | RadioPlayer

You are working at the reception desk of a healthcare practice. Suddenly, there is a police officer or court officer giving you a court order to produce patient records!

Don’t Panic!

Learn NOW how to respond a #CourtOrder.

In this episode we discussed how to prepare patient records for a court order with confidence!

Now, just a reminder, I’m not a lawyer and I don’t play one on TV. These are my recommendations based on my experience as a director of health records in hospitals in Canada, as a court reporter, and as a mentor to clinic managers in independent healthcare practices and not legal advice.



How to Prepare Patient Records for a Court Order E-Book

Don't be scared and confused when confronted by a police officer giving you a court order to produce patient records!

With this report we show you how to:

  • Calmly receive a court order
  • Prepare the patient's health record for disclosure
  • Anticipate your testimony in court

Download this free report to protect your healthcare practice!

How to Prepare Patient Records for Court

Show Notes

Recorded September 2018
01:36 How to Prepare Patient Records for a Court Order
02:40 Don’t Panic
03:16 Review the Order Carefully
04:46 What This ISN’T
07:30 Validate the Court Order
08:14 Secure the Patient Records
11:08 Inform Your Custodian, Privacy Officer
12:38 The Fine Art of Severing
14:32 Table of Contents
15:24 Prepare the Paper Record
18:36 Testimony
22:39 When You Return to the Clinic
24:24 What You Should Do Now

Do This Now

Members of Practice Management Success can access the video of this episode and the resources here.

If you are not a member of Practice Management Success, yet—what are you waiting for?

Click here and register now!

With your membership to Practice Management Success, you will get great tips, tools, templates, and training that you can use right away to help you start, grow, maintain, or improve your healthcare practice.

Rate and Review the Podcast

Reviews for the podcast on whatever platform that you use is greatly appreciated!

When you provide your honest feedback it helps other people just like you find content that may help them, too.  If you received value from this episode, please take a moment and leave your honest rating and review.

Feb 12, 2019

One of the most difficult questions that clinic managers ask me is if I have any tips to help them work with members of their team who know their job – but aren’t as friendly, or empathetic or engaging with their patients as they would like.

Teaching someone how to build a courteous and respectful relationship with your patients is kind of awkward, isn’t it?

But, it is so vitally important that patients feel valued, respected, and safe when they come to their healthcare practice. And it is just as important to healthcare business that we provide courteous service, clear communication and safe practices in an efficient and effective manner.

Patient engagement and patient satisfaction is a key criteria to good health outcomes and a healthy business model.

But, how do you get started to implement a patient satisfaction program? How can you teach your employees to demonstrate respect and open communication with patients and their families?

Patient Centered Clinics from Everyone’s a Caregiver

Make sure to check out this new on-line education from Brian and Everyone's a Caregiver! Click on the image below:

Patient Centered Clinic

In This Episode

In this 30 minute webinar, Brian Lee, CEO of Everyone's a Caregiver Learning Systems, will discuss options for the healthcare provider and business owner to easily deliver training to your healthcare team so that you can improve patient satisfaction and patient care in your healthcare practice.

  • What is the Patient Centered Clinic?
  • What is the Return on Investment (ROI) when you provide your providers and support team with education in patient engagement?
  • Opportunities of digital learning systems
  • How can healthcare clinics provide consistent, meaningful education to their teams and still get their day-to-day tasks done?

Join me for the interview with Brian Lee, How Improved Patient Satisfaction Saves You Time And Money!


Meet Brian Lee, CEO, Everyone's a Caregiver Learning Systems

Brian Lee, CSP, is one of North America’s leading experts in the field of World-Class patient experience, staff engagement and culture change. He is recognized author on HCAHPS improvement and Value-Based Purchasing.

Brian has been a passionate lifelong student of customer service and its effect on both organizational effectiveness and staff retention. He educates his audiences about the “how-to’s” of developing patient, staff, and physician loyalty. He models how to inspire hope and commitment and to bring a renewed passion for care-giving. For two consecutive years Brian has been evaluated by the International Customer Service Association Conference as the number-one-rated Customer Service Expert Speaker in the World.

Brian Lee is the Chief Executive Officer of  Everyone's a Caregiver Learning Systems, a leading provider of culture-change and training solutions to healthcare organizations across North America. He is also the founder of the Healthcare Service Excellence conference. In the past 30 years in business, Brian and his team have worked closely with healthcare organizations on several continents to achieve breakthrough results in improving the Patient Experience and Staff Engagement.

In the fall of 2018, Brian Lee and Bruce Lee invited Jean L. Eaton to become a faculty member of Custom Learning Solutions and their new initiative to assist community clinics to empower community clinics to deliver a 5 star patient experience. Their new on-line program, Patient Centered Clinic, launches in February 2019.

Find out more about Brian Lee:

www.EveryonesACaregiver.com

Twitter: @every1care

LinkedIn: Brian Lee CSP


Show Notes

Click the >> arrow to play the podcast. You can advance to the time marks.

01:35  Meet Brian Lee, CSP, CEO Everyone’s A Caregiver

06:56  Pink Elephant in the Room

07:21  Brian Lee’s #1 Tip

09:35  What is the Patient Centered Clinic?

11:30  What Does It Look Like to the Patient?

13:05  What Does It Look Like to Staff?

14:19  Educate Employees

15:29  What is Education?

16:30  Why is This a Critical Topic for Healthcare Practitioners?

19:19  What Are the Options to Improve Patient Satisfaction?

20:39  Return on Investment

24:16  Introducing Everyone's A Caregiver App

24:45  Patient Centered Clinic

26:32  DO IT Recommendations

30:00  Who is the Patient Centered Clinic For?

30:28  Patient Centered Clinic Modules

35:28  Get Started With Patient Centered Clinic!


 

Do This Now!

Go to https://InformationManagers.ca/Likes-EAC to unlock the sample modules for the Patient Centered Clinic!

Rate and Review the Podcast

I am honoured that you choose to spend your time with me today. Thank you for the opportunity to share my obsession about privacy, confidentiality and security with you!

Reviews for the podcast on whatever platform that you use is greatly appreciated!

When you provide your honest feedback it helps other people just like you find content that may help them, too.  If you received value from this episode, please take a moment and leave your honest rating and review.

Jean, Your Practical Privacy Coach and Practice Management Mentor

Feb 7, 2019

A Privacy Impact Assessment is Easy – When You Start With a Good Plan!

Do you need a PIA? or a PIA amendment?

If you are a healthcare provider or clinic manager and are not sure if you need a Privacy Impact Assessment . . . then this 30 minute webinar / podcast is for you!

If you are a custodian--including physicians, optometrists, dentists, chiropractors, nurse practitioners, podiatrists, and more!--as defined by Alberta's Health Information Act, then you probably need a PIA.

Jean L. Eaton, Your Practical Privacy Coach, will explain

  • what a PIA is,
  • why you need it, and
  • how to start planning to prepare a PIA.

A PIA is an important tool that you can use to help you with that project management. It will help you anticipate risks to the project before it starts and avoid serious problems, wasted time and money.

The PIA process requires you to have written policies and procedures so that you can implement the project effectively and train your staff consistently.

Sometimes, after you have completed a foundational PIA for your practice, you want to add a new tool, move or add a new clinic location, or change the way that you collect, use, or disclose health information.  This may trigger a PIA amendment where you can build onto your original PIA submission.

Sometimes a PIA is a requirement of legislation. But it is always a best practice whenever you implement a project that includes personal health information.


Podcast Sponsor - Protect Your Practice, Your Assets, and Your Patients with Privacy Impact Assessments

PIA e-courseA complete step by step on-line course !

 

Button

Show Notes

Recorded July 5 2018

You can advance the audio to these time markers:

04:52  Elephant in the Room

Some people think that a PIA is a big scary elephant in the room. I’d like to show you that a PIA is not scary and, in fact, is a practical tool for your business.

03:49  Assess Your Project

04:24  Purpose of a PIA

04:58  PIA Process

13:42  Don’t Be Shocked!

17:00  Carrot or Stick Approach

26:07  5 Step Plan to PIA

30:22  When Do You Need a PIA?

31:40  Questions

34:00  Strategies to Complete Your PIA

34L30  DFY – Done For You

Hire a consultant. A consultant may be internal to your organization or external. If you are a part of a large organization or association, you may have a dedicated Privacy Officer or Project Manager who will work with you and your business unit to develop the PIA.

Or you may hire a consultant from an external business with experience in your industry and is knowledgeable about the regulatory requirements in your jurisdiction.

34:56  DIY Options - On-Line course

Protect Your Practice, Your Assets, and Your Patients with Privacy Impact Assessments – A complete step by step course with on-line coaching from me. https://informationmanagers.ca/protect-your-practice-with-privacy-impact-assessments-course/ 

The DIY approach will take more of your time, and less money, to complete your PIA.

If you ae the type of person that likes policies, procedures and details about legislation this is a good option for you.

36:17  DWY – Done With You Hybrid

The hybrid approach includes you doing the majority of the information gathering and creating or reviewing your existing policies and procedures for your project.

You also work with an experienced consultant (internal or external) to help you put the pieces of the PIA together and prepare the PIA submission, and to work with you to develop the implementation plan.


Do This Now

Members of Practice Management Success can access the video of this episode and the resources here.

If you are not a member of Practice Management Success, yet—what are you waiting for?

Click here and register now!

With your membership to Practice Management Success, you will get great tips, tools, templates, and training that you can use right away to help you start, grow, maintain, or fix your healthcare practice.


Rate and Review the Podcast

I am honoured that you choose to spend your time with me today. Thank you for the opportunity to share my obsession about privacy, confidentiality and security with you!

Reviews for the podcast on whatever platform that you use is greatly appreciated!

When you provide your honest feedback it helps other people just like you find content that may help them, too.  If you received value from this episode, please take a moment and leave your honest rating and review.

Jean L. Eaton, Your Practical Privacy Coach

and Your Practice Management Mentor

with Information Managers Ltd.

Jan 29, 2019

Healthcare providers, owners, and privacy officers hear about big privacy breaches on the news and they hope it won’t happen to them. It keeps them up at night...because they know that properly preventing or managing a privacy breach is critical to the continued success of their business!

Now, in Alberta, we need to ensure that we are prepared for the new mandatory privacy breach reporting that took effect on August 31, 2018.

In this podcast episode, Jean Eaton will share with you

  • What is a privacy breach
  • Why a privacy breach is a significant problem
  • Lessons learned in the first 4 months of mandatory notification
  • 5 categories of notification triggers
  • Offence and penalty provisions of the HIA

Podcast Sponsor - Understanding Privacy Breach Notification

Understanding Privacy Breach NotificationPrivacy breaches and notification compliance is the key to keeping your clinic out of trouble, and with this report we show you how to know when you need to comply…

  • We show you the breach events that require notification
  • How to prevent notification errors
  • Avoid fines up to $50,000 by following the advice in this report

Download this free report to protect your healthcare practice.Button

Show Notes

Recorded Monday, January 28, 2019

00:30  Is this a privacy breach?

02:30  Introduce Jean Eaton

04:57  Privacy Rights

06:22  What is a Privacy Breach?

07:12  Personal Information

08:24  Why is a Privacy Breach Significant?

10:29  Why Mandatory Notification?

11:46  Risk of Harm

13:02  Errors Happen

13:38  Biggest Mistake

13:53  First 4 Months of Mandatory Privacy Breach Notification

15:44  Categories of Breaches

17:22  Types of Privacy Breaches

21:02  5 Mandatory Notification Categories Triggers

21:42  1. Has Been Accessed or Disclosed

22:56  2. Has Been Mis-used or Will be Mis-used

23:57  3. Identity Theft or Fraud

24:39  4. Embarrassment, Physical, Mental, or Financial Harm

24:59  5. Adversely Affect Health Services

26:08  Other Triggers

27:00  Record Each Privacy Breach

27:59  Who Must You Notify?

28:38  Penalties

32:15  Second Biggest Mistake

32:25  Privacy Breach Management Program

33:31  E-book Understanding Privacy Breach Notification

 

Do This Now

Members of Practice Management Success can access the video of this episode and the resources here.

If you are not a member of Practice Management Success, yet—what are you waiting for?

Click here and register now!

With your membership to Practice Management Success, you will get great tips, tools, templates, and training that you can use right away to help you start, grow, maintain, or fix your healthcare practice.


Rate and Review the Podcast

I am honoured that you choose to spend your time with me today. Thank you for the opportunity to share my obsession about privacy, confidentiality and security with you!

Reviews for the podcast on whatever platform that you use is greatly appreciated!

When you provide your honest feedback it helps other people just like you find content that may help them, too.  If you received value from this episode, please take a moment and leave your honest rating and review.

Jean, Your Practical Privacy Coach

Jan 13, 2019

Snooping is a privacy breach!

When an authorized person accesses patient records for an unauthorized purpose, this is often considered snooping.

If you work in healthcare, it is your job to manage each privacy breach with confidence, compassion, and transparency to the individuals affected by a privacy breach.

In this podcast episode, Jean L. Eaton answers frequently asked questions (FAQ) about custodians looking up their family members on Alberta Netcare Portal.

Learn NOW how to respond a #PrivacyBreach – Don’t get caught scrambling when a privacy breach happens.

Podcast Sponsor – Practice Management SuccessPractice Management Success

Are you feeling frustrated with the same problem over and over again in your clinic?

Or solving one problem just to find another problem popping up?

Don’t know where to go for help?

Many new and seasoned clinic managers find that they need help from time to time from other clinic managers who understand their problems.

Join us at Practice Management Success!

Show Notes

Recorded Oct 16, 2018

00:19  Custodian Snooping

02:37  Don’t Forget to Train About Appropriate Access

03:21  Just Because They Say They Know Isn’t Enough For the Business of a Clinic

04:32  Discipline and Notification

Do This Now

Members of Practice Management Success can access the video of this episode and the resources here.

If you are not a member of Practice Management Success, yet—what are you waiting for?

Click here and register now!

With your membership to Practice Management Success, you will get great tips, tools, templates, and training that you can use right away to help you start, grow, maintain, or fix your healthcare practice.

Rate and Review the Podcast

Reviews for the podcast on whatever platform that you use is greatly appreciated!

When you provide your honest feedback it helps other people just like you find content that may help them, too.  If you received value from this episode, please take a moment and leave your honest rating and review.

Sep 27, 2018

Brought to you by your Practical Privacy Coach and Practice Management Mentor http://www.InformationManagers.ca

Subscribe to PM Success: GO TO BLOG POST https://informationmanagers.ca/court-order

You are working at the reception desk of a healthcare practice. Suddenly, there is a police officer or court officer giving you a court order to produce patient records!

Don’t Panic!

In this month’s Q&A with Jean, we discussed how to prepare patient records for a court order with confidence!

Now, just a reminder, I’m not a lawyer and I don’t play one on TV. These are my recommendations based on my experience as a director of health records in hospitals in Canada, as a court reporter, and as a mentor to clinic managers in independent healthcare practices and not legal advice.

Show Notes
01:36 How to Prepare Patient Records for a Court Order
02:40 Don’t Panic
03:16 Review the Order Carefully
04:46 What This ISN’T
07:30 Validate the Court Order
08:14 Secure the Patient Records
11:08 Inform Your Custodian, Privacy Officer
12:38 The Fine Art of Severing
14:32 Table of Contents
15:24 Prepare the Paper Record
18:36 Testimony
22:39 When You Return to the Clinic
24:24 What You Should Do Now

For complete details and to read more, subscribe to PM Success: GO TO BLOG POST https://informationmanagers.ca/court-order

Sep 6, 2018

Have you ever said…

“If only I had someone to ask!”

Each month, we discuss your questions about practice management, human resources issues, clinic management best practices, procedures, resources, practical privacy tips, and more in Practice Management Success membership.

In this Q&A, we're talking about: Can you use text messaging with patients?

The short answer is, ‘Yes’.

The longer answer is ‘Yes, but . . .  make sure that you are really clear about why you want to use text messaging, carefully plan the implementation and monitor its use.’ 

Listen to the full audio Q&A for my detailed response. Here are some audio highlights:

01:51 Patients want to use text messaging

02:24 Why text messaging?

04:59 Level of risk

06:33 Mitigation strategy

12:26 Bleen cloud based medical referral management system (Stitcher linkhttps://www.stitcher.com/podcast/jean-eaton/practice-management-nuggets/e/52478520)

13:19 ezReferral patient appointment management (Stitcher link https://www.stitcher.com/podcast/practice-management-nuggets/e/53743157?autoplay=true)

15:15 Healthquest EMR (www.healthquest.ca) 16:30 Privacy Impact Assessment

17:46 E-Course: Privacy Impact Assessments to Protect Your Practice, Your Assets, and Your Patients https://informationmanagers.ca/protect-your-practice-with-privacy-impact-assessments-course/ 


For more information visit: 
https://InformationManagers.ca/can-you-use-text-messaging-with-patients/

 

Aug 9, 2018

Brought to you by your Practical Privacy Coach and Practice Management Mentor http://www.InformationManagers.ca

Mandatory Privacy Breach Reporting is Coming to Alberta!

Do you know how this will affect your healthcare practice?

. . then this free webinar is for you!

If you are a custodian–including physicians, pharmacists, optometrists, dentists, dental hygienists, chiropractors, nurse practitioners, podiatrists, midwives, optometrists, opticians, and more!–as defined by Alberta's Health Information Act, then . . then this free webinar is for you!

You need to know how mandatory privacy breach reporting will affect you!

In this Free Webinar, Jean L. Eaton, Your Practical Privacy Coach will explain

**what is a privacy breach

**why a privacy breach is a significant problem

**why have mandatory privacy breach reporting

offence and penalty provisions of the HIA

**privacy breach notification requirements

**what you need to do before August 31, 2018

Show Notes / Contents
You can advance the audio to these time markers:

06:28 What is a privacy breach
07:55 Personal information
09:31 What is privacy
10:30 Personally identifying
11:44 Why is a privacy beach significant
14:21 Healthcare system
15:13 Risk of significant harm (ROSH) or ROH
18:21 Penalties
19:49 Important to the individual
20:25 Biggest mistake
21:16 Example – forgery
23:49 Example – letter
25:38 Example – garbage
31:05 Example – social media
33:12 Example – fraud
33:52 Example – ransomware
35:19 Example – theft unencrypted data
38:31 Mandatory privacy beach reporting
39:23 New notification requirements
40:18 Offence penalties
40:39 Triggers privacy breach notifications
42:46 Privacy breach discipline principles
47:08 Privacy breach management program
47:36 4 Step Response Plan www.InformationManagers.ca/4-step
52:26 BONUS – Can you spot a privacy breach? Privacy breach awareness video – You can share this!

http://www.InformationManagers.ca/Spot-Privacy-Breach

 

For more help, download the free e-book, Understanding Privacy Breach Notification https://informationmanagers.ca/mpbn 

I am honoured that you choose to spend your time with me today. Thank you for the opportunity to share my obsession about privacy, confidentiality and security with you!

Jean, Your Practical Privacy Coach

May 9, 2018

Sign up for weekly reminders about upcoming guest interviews, here: InformationManagers.ca/pmn-podcasts

For full show notes, along with webinar slides and resources register here: https://InformationManagers.ca/Jeff

Do you need to right-size your clinic space?

Are you frustrated because your clinic location didn’t turn out to be as good as you expected?

Or maybe you couldn’t recruit those extra physicians or healthcare providers that you had planned?

In this Practice Management Nugget Webinar for Your Healthcare Practice, Jeff Grandfield of The Lease Coach will discuss what healthcare business owners should know about sub-leasing.

Has your circumstances changed?

You might be dealing with changes to your business plan, for example

  • your location isn't as ideal as you had planned
  • changes in your business ownership
  • revenue forecasts not as good as expected and your business space needs to work harder for you now
  • considering sub-leasing your space for just a few days a week or long term

It's not as scary as you think!

It's time to right-size

Jeff Grandfield will explain options that you can use to right-size your clinic space.

Jeff Grandfield knows how healthcare providers and business owners can make the best of sub-leasing solutions. Jeff Grandfield, The Lease Coach, is my guest expert on Practice Management Nuggets Webinars for Your Healthcare Practice.

Sign up for weekly reminders about upcoming guest interviews, here: InformationManagers.ca/pmn-podcasts

Apr 21, 2018

Sign up for weekly reminders about upcoming guest interviews, here: InformationManagers.ca/pmn-podcasts

For full show notes, along with webinar slides and resources register here: https://Information-Managers.ca/AACM

Are you wondering if there is a better way to hire staff for your healthcare practice?

Are you looking for new ways to create revenue for your practice or manage expenses differently?

Do you want to keep up to date on clinic management best practices?

Many clinic managers find that they need help from time to time from other clinic managers who understand their problems.

In this Practice Management Nugget Webinar for Your Healthcare Practice, Susan Le Doux and Katherine La Porte of the Alberta Association of Clinic Managers (AACM) will discuss the 3 common problems AACM can help clinic managers solve.

Susan and Katherine will also reveal the benefits of being an AACM including:

  • access to on-line forum of clinic managers across Canada
  • networking and education events in-person and on-line
  • on-line resources
  • mentoring with a seasoned clinic manager

Susan Le Doux is the current President of AACM and Katherine La Porte is the Secretary of AACM. They are my guest experts on Practice Management Nuggets Webinars for Your Healthcare Practice. Susan and Katherine will discuss how their membership with AACM has helped them and can help you, too!

Sign up for weekly reminders about upcoming guest interviews, here: InformationManagers.ca/pmn-podcasts

Clinic managers don't have to work alone - Join AACM and benefit from networking and support of your peers with @AACMgroup

Mar 17, 2018

Sign up for weekly reminders about upcoming guest interviews, here: InformationManagers.ca/pmn-podcasts

For full show notes, along with webinar slides and resources register here: https://Information-Managers.ca/Kathy

Have you just been told that you are responsible to train the new person in your healthcare clinic?

Are frustrated when you try to connect the people you supervise or work with?

Do you struggle to address issues, identify problems, or move things forward?

Are you feeling hesitant, overwhelmed or unsure in your day to day responsibilities?

Do you  sometimes feel like the world is out to get you, it’s somebody else’s fault, or find yourself saying if only they would change, or if only things were different?

Not sure what to do next?

Then you have come to the right place!

Kathy Archer of Silver River Coaching is our guest expert on Practice Management Nuggets Webinars for Your Healthcare Practice. Kathy will share her tips and tools with you so that you can start your journey to restore your lost confidence and move from surviving to thriving in both leadership and life.

Many women working in a small practice clinic have leadership roles thrust upon them without clear expectations or support. We don’t all naturally grow into our leadership roles as quickly as situations demand.

After listening you will leave with a renewed hope that you can feel in control of your leadership experienceKathy Archer's #1 Tip to healthcare providers and clinic managers about leadership

 

Kathy Archer will help us to understand:

  • The difference between management and leadership
  • The need to take response-ability for your role as leader
  • 3 steps to help you take response-ability

In this episode, you'll hear:

12:00 Kathy Archer, Leadership Development Coach, Silver River Coaching

12:05 #1 Tip from Kathy Archer for healthcare providers and managers about leadership

12:06 The difference between managers and leaders

12:07 Be response-able

12:08 Don't be a victim

12:10 Identify your struggles and develop your skills

12:11 Your learning plan

12:12 Confidence comes after competence

12:17 Vision movie

12:19 Inner Guidance System

12:20 You can find "Mastering Confidence -  Discover Your Leadership Potential by Awakening Your Inner Guidance System" by Kathy Archer on Amazon, iTunes, and Audible. 

12:24 Download Kathy's Guide Sheet https://InformationManagers.ca/GuideSheet

12:25 Like Kathy's Facebook Page and join her Confident Women Leaders Facebook Group - SilverRiverCoaching

https://www.facebook.com/SilverRiverCoaching

https://twitter.com/KathyDArcher

https://www.linkedin.com/in/kathydarcher/

https://www.youtube.com/user/KathyDArcher/

https://www.instagram.com/kathydarcher/

What action will you take after listening? What will you start doing, stop doing, or keep doing that will help you grow your confidence and leadership?

Sign up for weekly reminders about upcoming guest interviews, here: InformationManagers.ca/pmn-podcastsTake responsibility for your leadership role.

Feb 5, 2018

Sign up for weekly reminders about upcoming guest interviews, here: InformationManagers.ca/pmn-podcasts

For full show notes, along with webinar slides and resources register here: https://Information-Managers.ca/Kyle

Whey you start a new healthcare practice, you often start with creating a name for your business. Then you need a logo design for your letterhead, promotions, signage, and website.

You may struggle with dealing with five or six suppliers, finding the right files buried on your computer, and getting frustrated with the whole process!

Instead, select a trusted partner with years of experience in graphic design, logo design, and website design, who will manage all the design details for you simply makes your new business life so much smoother.

Discover 6 Steps to Select a Website Designer for a Small Health Professional Website in 2018

In this Practice Management Nugget Webinar for Your Healthcare PracticeKyle Loranger of  Kyle Loranger Designwill discuss his #1 tip to select a website designer – and it's not what you think!

Join us for these easy to follow, non-technical steps will help you make good decisions for your healthcare practice.

Your website is your digital shingle!

It used to be that you would place the ad in the Yellow Pages for your new clinic and that would be your marketing plan for the year!

Now, that really isn't an option. You need  your website to be the public face of your practice. You will direct all the promotions for years to come to your website.

Your website will often be the first point of contact to your practice for both patients and your referral partners.

We’ll hold your hand and make it easy for you to understand why a website designer can save you time, money, frustration!

(Especially if this is your first website!)

You have many choices. Kyle Loranger will help you to select a website designer for you with confidence!

Highlights from this episode:

2:00 Your customized website will help you to position and distinguish yourself from your competition

4:20 Elephant in the room - What do I need to know about selecting a website designer?

5:00 Kyle Loranger's #1 Tip

5:30 It's about relationships, not technology

8:25 Who are you?

9:40 What do you need your website to do for you?

10:10 Your website should help you create new patient referrals

14:00 Step 1 -  Determine a budget. How much money is the right amount to spend?

16:10 Get a consistent look

18:00 Step 2 - Find the right category of website builders

21:15 Step 3 -  Start your research!

25:00 Step 4 - Meet with them.

28:00 Step 5 - Get estimates / proposals from the qualified firms.

29:40 Questions to ask your designer

30:00 Don't be overwhelmed with technology!

34:00 On-line patient appointment booking should be integrated into your EMR

37:20 Step 6 - Select your web firm / designer and start your project!

38:40 Control your own crown jewels - website URL, website images, etc.

42:00 Contact Kyle

42:50 Website design offer from Kyle www.kldesign.com/practice-management -nuggets-webinars-special-offer

Sign up for weekly reminders about upcoming guest interviews, here: InformationManagers.ca/pmn-podcasts

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