BE A SUPERHERO! Learn how to protect your practice from unnecessary claims 2017 OFFICE STAFF RISK MANAGEMENT PROGRAM OFFICE STAFF

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1 BE A SUPERHERO! Learn how to protect your practice from unnecessary claims OFFICE STAFF 2017 OFFICE STAFF RISK MANAGEMENT PROGRAM Practice Matters: Dealing with the Difficult Patient

2 BE A SUPERHERO! Learn how to protect your practice from unnecessary claims February 2017 Dear Colleague: Saving and improving lives is the work of superheroes and Doctors. In the world of medicine, protecting yourself and your practice from unnecessary claims is an important part of this effort. In the fight against claims, knowledge is power. MEDICAL MUTUAL s 2017 risk management education program, Be a Superhero: Learn how to protect your practice from unnecessary claims, is designed to arm you with information that can help reduce liability risks in your practice. This year s topic, Dealing with the Difficult Patient, provides vital insight into an issue that everyone working in a medical office faces at some point. Our risk management programs have been developed by medico-legal experts to offer relevant and timely guidance through the use of case studies and interactive materials. You can register either by returning the included registration form in the postage-paid envelope, or online at mmlis.com I urge you to register your staff members today. If you have any questions or need more information, please call our Risk Management Services Department at or We look forward to seeing your staff members at our 2017 risk management program. Sincerely, George S. Malouf, Jr., M.D. Chair of the Board REDUCE RISK!

3 Practice Matters: DEALING WITH THE DIFFICULT PATIENT Presented by Benjamin Laufer, Esquire of Armstrong, Donohue, Ceppos, Vaughan & Rhoades, Chtd. What makes a patient difficult and what are the practice situations that most often result in conflict with the difficult patient? The answers to these questions may be different for each practice. This new program will look at the difficulties that practices sometimes face while dealing with particular patients, how to best manage those situations and how to prevent the Physician-Patient relationship from spiraling out of control. DATE CODE FACILITY LOCATION Tue, March MEDICAL MUTUAL Hunt Valley Wed, April Hilton Garden Inn Rockville Thu, May The Meeting House Columbia Thu, June Fairfield Inn & Suites Cumberland Tue, August Courtyard Marriott Waldorf Wed, August Wicomico Youth & Civic Center Salisbury Wed, Sept Hilton Garden Inn Frederick Tue, Oct MEDICAL MUTUAL Hunt Valley Objectives Upon completion of this live activity, participants will be better able to: Identify what makes a patient difficult or professionally challenging to a practice Identify frequent practice situations that can lead to conflict with the difficult patient Develop strategies to deal with difficult patients and scenarios Re-establish the relationship Each program begins promptly at 8:00 a.m. and ends at 10:00 a.m. ABOUT THE PRESENTER Mr. Laufer is an Associate with Armstrong, Donohue, Ceppos, Vaughan and Rhoades. Mr. Laufer s practice concentrates on the defense of medical malpractice claims and professional licensing charges. He defends local Physicians, nurses, hospitals and health care institutions at all stages of litigation.

4 REGISTRATION INFORMATION HOW TO REGISTER PROGRAM FEE The program costs $50 PER PERSON. REGISTER ONLINE You can register online at mmlis.com and pay on our secure server with an American Express, Visa, MasterCard or Discover credit card. Our web site also provides driving directions to each program location. REGISTER BY MAIL Select the program desired and complete the rest of the form. Please print clearly! Enclose the form and a check with full payment in the envelope provided and mail to the address specified below. Checks payable to: Med Lantic Management Services, Inc. Mail to: Med Lantic Management Services, Inc. P.O. Box 64100, Baltimore, MD CONFIRMATION A confirmation notice will be sent to you once we have received your registration. PROGRAM SCHEDULE 7:30 a.m. Registration and light breakfast 8:00 a.m. Program begins 8:30 a.m. Grace period ends no one will be admitted after this time 10:00 a.m. Program ends FAQ How far in advance should I register? Walk-in registration is permitted on the day of the program on a spaceavailable basis. However, some program locations have limited seating and may close to registration weeks or months in advance. We urge you to register early in the program season to have the best chance to attend the program, date and location of your choice. Can I reschedule or cancel? If you have already made a payment for a program and would like to reschedule, we will apply your payment to another program you choose. Due to program commitments for facilities, catering and workbook materials, program fees are non-refundable in the event you are unable to attend. What if the program is cancelled? MEDICAL MUTUAL reserves the right to cancel a scheduled program due to insufficient registration. If a program is cancelled, your payment will be refunded or applied to a new date. For additional questions If you need additional information, or have questions about our programs, call our Risk Management Services Department at or toll free at Current program information, driving directions and online registration are also available at mmlis.com

5 PROGRAM LOCATIONS Choose the program location most convenient for you 1. COLUMBIA The Meeting House 5885 Robert Oliver Place CUMBERLAND Fairfield Inn & Suites 21 North Wineow Street FREDERICK Hilton Garden Inn 7226 Corporate Court HUNT VALLEY MEDICAL MUTUAL 225 International Circle ROCKVILLE Hilton Garden Inn Shady Grove Road SALISBURY Wicomico Youth & Civic Center 500 Glen Avenue WALDORF Courtyard Marriott 3145 Crain Highway RISK MANAGEMENT PROGRAM Name: Address: City: State: Zip: Office Phone #: Fax #: Number of Employees Attending: Names of Employees Attending: Date and code number of session(s) you wish to attend: Practice Matters: Dealing with the Difficult Patient Date Code Program Cost: $50 per person Number of Employees Attending: TOTAL (Cost x # of Employees) Please print clearly and include your check for the correct amount payable to: Med Lantic Management Services, Inc. P.O. Box Baltimore, MD Notes: These are popular programs and some sessions fill up early. Please register early in the program season. A confirmation letter will be sent once your registration has been received. Registration is permitted the day of the session on a spaceavailable basis. All fees are per person. Thank you.

6 MEDICAL MUTUAL CAN HELP YOU REDUCE YOUR LIABILITY RISK! RISK MANAGEMENT NEWSLETTERS Doctors RX examines important risk management issues and offers timely advice on ways to lower the risk of a medical malpractice lawsuit. LIVE EDUCATION PROGRAMS Knowledgeable medical, legal and claims management experts present live education programs utilizing case studies, interactive materials and handouts. EDUCATION WEBINARS Online webinars or on-demand programs on selected topics are offered to provide convenience for Doctors not near our live seminar locations. HOME STUDY COURSES Our series of Case in Point publications features closed medical malpractice claims on a common theme, such as documentation or communication. OFFICE STAFF RESOURCES This web site section provides support for office staff on patient care, government regulations, EMR, HIPAA and other practice management topics. TELEPHONE ASSISTANCE Our risk management experts are ready to provide you with personalized support and practical advice for any potential liability risk question you may have. AUDIO PODCASTS Our web site features a library of informative risk management, claims, communication and other topics of interest in a convenient audio-only format. RISK MANAGEMENT TOOLS Risk management tools are available to assist your practice including a Security Risk Assessment Tool, sample forms, letters and more. For more information, visit mmlis.com HOME OFFICE 225 International Circle, Box 8016, Hunt Valley, Maryland / MEDICAL MUTUAL Liability Insurance Society of Maryland. All Rights Reserved