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SBGM

Knowledge to Transform Your Medical Practice

Case Studies

Case Study: Dr. FB and the Cancellations

By Thomas Patton MD

Dr. FB has been in the practice for five years. He is a good fit for the culture of the practice and gets along well with the other doctors. However, members of the staff have started complaining to the office manager about frequent clinic cancellations by Dr. FB. Overall, he sees as many or more patients than the other providers. His collections are good, but the staff reports … [Read more...] about Case Study: Dr. FB and the Cancellations

SP Complains Publicly About the Practice

By Thomas Patton MD

SP has been a patient in the practice for several years and comes once a year for refills; he rarely calls. Recently, SP’s appointment had to be canceled, and as a result, he has run out of refills. SP’s work schedule is such that he usually schedules his appointments for Friday afternoon. He called the Friday afternoon after the canceled appointment for refills and heard a … [Read more...] about SP Complains Publicly About the Practice

Case Study: NQ Felt She Was Best for the Job

By Thomas Patton MD

NQ has been with the practice for 10 years and has always been a dependable employee. She works in billing and typically has limited interaction with the clinical staff. Occasionally, NQ had disagreements with the office administrator. When that office administrator retired, NQ let others know she wanted the position and believed she was the most qualified to fill it. When a … [Read more...] about Case Study: NQ Felt She Was Best for the Job

Case Study: Unnecessary Overtime

By Thomas Patton MD

VT is a biller for a small practice. She has been with the practice for just 2 years but has worked in healthcare billing for over 20 years. She initially worked traditional hours and was doing good work. However, when her mother became ill, she requested to work some nontraditional hours so she could take her mother to appointments and still get her work done. VT was issued a … [Read more...] about Case Study: Unnecessary Overtime

Case Study: Personal Use of Office Supplies

By Thomas Patton MD

ZA and MN work in a large healthcare practice. They do different jobs but have become close friends. They take lunch breaks together and have started doing things outside of work together. They talk about everything, including what the make, performance evaluations, and when they do or don’t get raises. They are solid employees. They enjoy their jobs for the most part, but both … [Read more...] about Case Study: Personal Use of Office Supplies

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