Saturday, May 19, 2007

Going solo? Stay away from the crepe hangers


"Stay away from the crepe hangers." This is something my dad used to always tell me. And life is full of them. What is a crepe hanger? Crepe hangers are, among other things, pessimistic people. They always see the downside, the problems, the negative forecasts. They are real downers and they are poison. Stay away.


The term "crepe hanger" is an historic term and comes from a period in history when people used to drape all the mirrors and windows of their homes with black crepe following the death of a loved one.


Medicine is full of crepe hangers. These are the physicians who speak about nothing other than rising costs and falling reimbursements. They speak only of the problems, never the solutions, and are always negative. They are all over the hospital.


I saw one the other day. Nice person. Good doc. I bumped into him in the physician lounge and said, "hey, how's it going?" He replied, "Ahh, you know. Now I'm paying $160K per year in insurance, next year it's going to be $180K. I don't know."


Crepe hanger. He ruined my day. Got me thinking about my problems and made my mood negative.


Crepe hangers. Stay away! They are poison.


Thanks


Friday, May 18, 2007

Need new patients? Write a book.


I always wondered how colleagues of mine were able to publish books on such seemingly boring topics in medicine. I know of an oncologist out here, in the stix, who has published several books. Just talk to him for a minute and he'll tell you about his books, and he'll give you a copy. Now I know how he did it.
The other day I received a letter from a publisher asking me if I wanted to author a book on male infertility. Actually, the publisher was not given my name and it was not a personal invitation, but a form letter from a mailing list. In any case, I have always wanted to write a book, so I emailed the publisher. He responded immediately and wrote that he would send to me a "packet" in the mail. It came today.
Here is how it works. I sign a contract and then professional writers, with my help, write the the book. My total time commitment would be 15 to 20 hours. All costs for layout, artwork, distribution, etc would be paid by the publishers. And I get royalties. Sounds great! What is the catch?
I have to purchase 1000 books. List price, $14.95 per book. I don't know what the discounted rate would be, probably $10.00 per book.
So there you have it. For $10,000 you too can be an author of a book.
Now the better question: why would I do that? Actually, it is not a bad idea, and the price tag may be reasonable. Being an author of a book, any book, is seen by patients and colleagues as a major accomplishment and helps in the "branding" of you and your medical practice. It helps in "word-of-mouth" marketing--the best type of marketing. It makes you be a true expert. Also, giving out copies to patients can be an effective form of marketing as well.
I'll think about, plug the numbers into Bayes Theorem, and decide.
Thanks,
The IU.

Wednesday, May 16, 2007

Going Solo? Have a fire drill.


Unexpected things happen, well, unexpectedly. If you want the least amount of disruption and damage to your practice, drill for these unexpected occurrences. Here are some "fire drills" you may want to do in your office.

1: A fire drill: Do you know where the fire extinguisher is? Is the pin still in it? Has it been used already? To where does the 911 call get routed, an issue with VOIP. To find out, tell your staff you are going to have a fire drill and have one.

2: Computer crash drill: What are you going to do if your computers go down? Simulate it and find out. You'll be surprised regarding the strengths and weaknesses of your systems. What have you backed up and where? Do you know where key passwords are kept? Do you keep key phone numbers on paper. Can you run the office on paper for at least a short time?

3: Phone down drill: The phone is the life-line of the practice and being without one even for a few hours can kill. Does your phone system have back-up call forwarding? Can patients get through no matter what?

4: Patient collapse drill: With VOIP, 911 may, or may not, go to the nearest emergency station. Where does yours go? Try it out, just make sure you tell the operator it is a drill. Also, do have oxygen? An crash cart? Aspirin? Maybe you do or maybe you don't, but you should know what you have and where it is kept.

5: Angry patient drill: Unfortunately, some patients get angry and can make a scene in your office. very disruptive. Roll play different scenarios to figure what works for you and your office in a variety of situations.

That's it. Hope this may come in handy one day.

The IU.

Thursday, May 10, 2007

Need new patients? Go to talks.

I have written posts on the positive aspect of giving talks to groups of people, but there is an even easier way. Simply go to a talk. Choose a talk on a topic in which you have interest and t one that will be given by a speaker you like, or know personally, or who can "pack'em in." Then simply go to the talk with a smile, some small talk, and some business cards. It makes for an easy way to get some face to face time with other doctors and nurse practitioners; any one who may be in a position to refer. It does not cost anything, though it does take time away from family. I do it 2-3 times per year and have picked up a few new patients as a result. Nothing spectacular, but "not nothin neither."

Hope I helped someone with this post.



The IU

Monday, May 07, 2007

Need new patients? Beat their expectations.


When you first go solo, obviously, you do not have an established practice to build upon. This takes time. However, whenever this happens, you can use your existing patients to build your reputation and, hence, your new patient business by providing stellar, beat-their-expectations-service. Here are some tips.


  • Call back when you said you would

  • Run on time

  • Call when they don't expect you it

  • Open "special" hours, just for them

  • Book a referral, such as for a CT scan, for them

  • If they are having a problem, squeeze them in today or tomorrow, no matter what

  • Have copies of articles you authored and awards in the waiting room

  • Keep a copy of of CME certificates in a nicely bound book in the waiting room

Good luck and enjoy the growth.


The IU.

Wednesday, May 02, 2007

Similarities between physicians and body shops


A few months ago, a sign post unexpectadedly came out of nowhere and dented the entire passenger side of my honda. I won't say who was driving. In any case, my wife and I did not want to put the repair through insurance, fearing, as most of us do, our insurance company. So I took the car to a few body shops for estimates. Most were in the 3-4 grand range since this was cash pay, and thus full price. In addition, these body shops did not contract with our auto-insurance carrier. In the end, fearing run-away costs, I contacted our insurance company and put the claim through the insurance. I had the car fixed for a fraction of the self-pay estimates (total cost, including deductible) and it was fixed just fine. So that got me thinking about body shops and doctors and the similarities between the 2 occupations. Here are some:


  • Most people cannot afford auto body work as a cash pay. Most people can't afford health care as a cash pay.

  • Most people use body shops that contract with their insurance company to save money. Most people choose doctors in their plan, to save money.

  • Some people have collision insurance that allows them to use any body shop, but the deductibles can vary. Some patients have "out-of-network" benefits, though the co-pays can vary.

  • Mechanics in the "out-of-network" shops promised me that they would accept my deductible and not balance bill me for any "extra" charges not covered by the insurance. My hand surgeon did this exact same thing. He promised not to balance bill me for the difference between his fee and the 30% of "usual and customary."

  • Auto body shops don't waive deductibles. Doctors don't (or should not) wave co-pays.

  • Auto body shops wait for the reimbursement checks. So do we.

  • The car insurance company publishes a list of sanctioned auto body shops in my vicinity. The health insurance companies do this as well.

  • The car insurance company pays the auto body shop a lower rate in exchange for the promise of higher volume and thus more money. Same in medicine.

  • Auto body shops need to fix lots of cars in a short time period to make money. Doctors need to see lots of patients in a short time period to make money.

  • Auto body shops use expensive tools to help them align parts and ensure that the repair is adequate. Doctors use expensive tools to diagnose and treat disease.

  • Some people are not happy with the result of the auto repair. Some patients are not happy with their outcomes either.

  • Auto body shops have manuals with standardized parts and labor reimbursement rates. Doctors have CPT and ICD-9 books.

  • Contracted auto body shops can't balance bill you. In-network doctors can't balance-bill either.

  • Auto body shops that cater to Porches and Ferraris can charge a lot more than typical auto body shops. Plastic surgeons in Beverly Hills can charge a lot more than a general urologist can in Suffolk County NY.

So there they are. It sucks too admit it, but it is true. We are really just glorified auto body shops with $200,000 in education debt and $30,000 plus per year in malpractice insurance premiums. Don't get me wrong. I love what I do and I treat every patient to my utmost ability and effort. I just understand my place in the grand scheme of things.


Sorry if I offended and I hope you enjoyed the post.


The IU.

Tuesday, May 01, 2007

Need new patients? Look to your existing patients.


You want new patients, right? So do I. New patient business means everything--growth, success, stability, the future. But don't ignore your existing patients for they are your best source of new patient business. All you need to do is to figure out how to harness the power of your existing patients to generate new patient business. Here are some things you can do and some things you must do.


  • Keep your existing patients happy (A Must!)

  • Mail fliers periodically with new procedures you wish to promote

  • Send them business cards or magnets periodically

  • Publish a news letter quarterly

  • Ask them to "tell-a-friend"

  • Direct patients to your blog and tell them to refer others to it.

Thanks.


The IU.

Thursday, April 26, 2007

Need new patients? Get a website.


Let me just start out by saying that I think websites for doctors are highly over-rated. Just having one does not increase the likelihood that you'll attract patients. In order for this to happen, you must have a nice looking, informative website and you must try to get your website noticed using SEO--search engine optimization. Even then, the website is just another tool for prospective patients to find you with, not a money-maker in its own right.


Let's start first with the site itself. I believe your website should reflect you, and be unique, like you. I therefore, don't feel that standard template websites, like those available on GoDaddy or 1And1.com or the UrologyChannel.com are any good and any prospective patient that goes to one of those sites will see "business as usual" as their first impression. Almost anyone with any computer experience can design a great looking, unique site using 1 of these 3 programs: Dream Weaver, FrontPage or iWeb. I use iWeb for mine, host on .mac and have my domain name, http://www.drschoor.com/ point to the .mac site. Total cost $57 per year.


Now lets talk about SEO. This stands for search engine optimization. This is how your site will be found amongst the billions of sites already out there when people, for example, Google vasectomy. The easy way is to pay people to do it for you. This type of service can range from several thousand dollars to 10's of thousands of dollars. I finally caved in and began to use a service called http://www.vasectomy.com/ to direct potential vasectomy patients to my site, http://www.drschoor.com/. So far, it has worked quite well. Another way is to blog, provide good content on your blog, and link your blog to your site. If your blog content is good, people will notice it, and they will start to link to the blog and tell other about it as well. Thanks, Seaspray! All these incoming links will prop-up your blog, and ultimately your website, in the search engine rankings. There are other ways to do it--raise you site's ranking--such as adding meta-tags, and key words, and word density, etc, but I find that the best approach is with good content and a couple of good incoming links. And it is free. Since I started blogging in March 2006, I have added several thousand dollars to my bottom line.


The website can also be a good tool to educate your own patients plus prospective ones, and give patients an alternative method by which to contact you and make an appointment. Again, these types of services can range in complexity and cost but actually are quite simple. I have a blog on blogger and iWeb for my urology specific posts. Cost: zilch. I provide ample email links on my website and blogs for prospectives to reach me by, and I give my phone number and fax, as well. I have had a handful of new patients request appointments via this method.


The moral of this post. DO NOT SPEND BIG BUCKS ON YOUR SITE. One, it ain't worth it. Two, it is unnecessary. Three, it is more fun to DIY.


Hope you enjoyed this post.


The IU.

Tuesday, April 24, 2007

Need new patients? Take a contrarian approach.


I like being contrarian. I always have. A contrarian is someone who goes against the grain, not because he or she is being difficult, but because they see opportunity. In a new medical practice, taking a contrarian approach can really pay off. If your competition does not have Saturday hours, see patients on Saturdays. If you are told to go with an answering service, answer your own phones after hours. If everyone has strict office hours, make your hours flexible. This way you can adapt and grow and capture patients that think like you and can't just conform to another's convenience. You'll find that you will pick up a surprising number of new patients that you may not have otherwise obtained. Plus, you'll do it your own way. And you'll have fun. I've always been one to question everything, think for myself, and do my own thing. And now I have found a way to make it pay off with new patient business and overhead reduction.
Try it out.

Monday, April 23, 2007

Why shouldn't doctors be second guessed? Everybody else is.


I am doctor and I get second guessed. It is simply part of life. It doesn't bother me. It keeps me on my toes. I expect it and am never surprised by it. I also give every patient my best effort, I suppose, like most of us. So go ahead, do it.


Other professions get second guessed even worse than doctors. Governor Corzine's State Trooper driver is being criticized for the way he drove. He'll probably lose his job. The Governor himself is being criticized for his lack of seat belt use. When he returns to office, no doubt that every single one of his gubernatorial decisions will be second guessed.


Any politician gets second guessed as a matter of business. No, they don't get sued personally or professionally, as we doctors do, but they get voted out of office and have to find new employment. Especially the President. And you think it is good to be an unpopular ex-president? Just talk to LBJ, Nixon, and Bush 1. They all spent their post-office days in a sort of exile. Though, on the balance, doctors have it worse than ex-presidents.


Cops have it worse than doctors. They have high pressure jobs, have to make split second decisions, and can make mistakes that have disastrous consequences. Just like doctors. In addition to doctors, the police face constant second guessing from internal affairs, politicians, and citizen's rights groups. And they can get sued, civilly, as well. In NYC, the police make < $40K per year. Yeah, cops have it worse than doctors.


How about teachers? They have it rough as well. They get tortured by administrators, parents, and politicians. They can lose their jobs, get passed over for promotions, and, yes, be physically injured. They do get their summers off. Otherwise, teachers have it worse than doctors.


How about ad-executives? Seems glamorous, if you watch the movies. I don't think it is. High pressure, dead-lines, and results oriented. They won't get sued, they'll get canned.


So basically, everyone has got it rough. Suck it up and move'on!


The IU.


Friday, April 20, 2007

My real fear.

I have never writen about med-mal, nor will I. I do think that doctors fear law suits more than they fear cancer.
If you want to know where your priorities and fears ought to be, click here on the Pulitzer Prize winner for photography.
Thanks to Kevin MD for the link.
The IU.

Tuesday, April 17, 2007

Need new patients? Donn the bow tie.


One day I just got bored wearing the same old thing day-in/day-out. But I do believe in professional dress and showing patients respect with, among other things, the clothing you wear. So one day, I went to Brooks Brothers, bought a bow tie and got a lesson on how to tie it. After 1 week and 10 unsuccessful attempts, I began wearing bow ties.
The response was actually unbelievable. Somebody commented on the bow tie each and every day for 1 solid year. Patients who I saw in the hospital would call my office to request to be seen and would say, "I can't recall his name, but I want to see the young doctor in the bow tie."
Though I did not do it as a marketing gimmick, it turned out to be one of the best marketing tools I have ever used.
Yes I still wear a bow tie. Yes I hand tie it. Wouldn't do it any other way.
Donn the bow tie.
The IU.

Monday, April 16, 2007

A tale of two ureter stones.

An election year must be coming because universal health care is back in the news. . .and the bloggers are having a field day. I believe I have written on single payor universal health care before, so my views are probably known, but I am going to write here, right now, about 2 real patients that I saw this week in an affluent part of Long Island, both with kidney stones. One has insurance, one does not. Both are tax paying, US citizens. These 2 cases epitomize the good and the bad in our system.

Patient 1 (with insurance): She came to me with severe left flank pain x 5 days, tenderness in the flank, and blood in the urine. She had not been able to keep anything down by mouth. I sent her for a CT scan, and since this is the good'ole USA, she was able to get one that morning. The CT showed a stone in the middle of the ureter that was approximately 8mm in size. Again, because this is the good'ole USA, we were able to send her that day for a lithotripsy (non-invasive stone procedure), and she was stone free and pain free 6 hours later. Her out of pocket costs: $20.00. She had NY States insurance plan that government officials and police get. That, I believe, represents the best health care in the world, no doubt.

Patient 2 (no insurance): He came to me after 10 days of severe flank pain. He was referred from an urgent care center, which he went to twice ($300 for the 2 visits). He had a CT scan, done the day it was ordered (good'ole USA) that showed a 6mm stone in the upper ureter. The CT scan set him back $800. Then he came to me, only without the ability to pay. Now here are his treatment options. He can, A: wait it out. Cost $0.00, except for lost wages and possibly lost job. B: Go to the ER and get pain meds, and maybe, if he is lucky, a urologist will see him (probably not). Cost, $3500 for ER visit. Up to $15000 if he needs urologic intervention such as a stent or ureteroscopy or lithotripsy in the hospital. Option C: He can have a lithotripsy electively as an outpatient. Cost $5500 (we negotiated this one for him.)

Now here is the kicker, he is out of money, having spent it on the CT scan and the urgent care center. He is SOL. So here are his real options. He can lose his job, because he can't work through the pain or the narcotics. He can go to the ER, get admitted, and stented, and then have the hospital place a lien on his personal assets (yes, this happens every day in the good'ole USA) as they try to get paid. Or he can place the $5500 on a credit card and go hopelessly into credit card debt (happens every day in the good'ole USA). Of course, he can wait it out and if he is lucky, he won't do irreparable harm to his kidney.

So these 2 cases are illustrative in that they really represent the best and the worst that US health care has to offer. Had he been English, Canadian, Cuban, German, French, Dutch, Greek, Israeli, or Japanese he would have been treated without risk of personal financial ruin. Our Canadian bashing friends are always quick to note that in Canada he would need to wait months for treatment. Not true. Just ask any of my Canadian urologist friends, and I have a few. Anyway, as I see the increased frequency of anti-health reform blogging, I thought I would just add my own personal experience with our system. Not myth. Not exaggerated. Just how it is in my little corner of the world.

Sunday, April 15, 2007

Need new patients? Go with a post-it.


You know what a post-it is right? You know; those ubiquitous yellow pads that everyone uses to jot down what ever needs jotting.
I had some made with my practice name, logo, and phone number printed on them. Cost me $40 for 20 pads, each with 50 sheets, and I gave them out to doctors’ offices whose business I was courting.
No fan-fare; just dropped’em off with a business card, a Babka, and a thank you.
The goal: keep me in mind.
Does it work? Sure.
The pharma reps do this type of stuff, and they have companies that pay millions to marketing firms that tell them to leave behind post-it notes and pens.
Cheap and easy.
Thanks,
The IU.

Thursday, April 12, 2007

Need new patients? Give a talk.


You don't need to be good at public speaking to give an effective talk that will result in new patient business. Often, a talk to 2 or 3 people can result in new patients. A well respected, reconstructive urologist I know used to say that he would get more business from taking out and speaking to 3 doctors than when speaking at a national meeting. I don't know about that. I think the more, the better.
My chiropractor friend has found success speaking on health food store symposiums to as few as 5 people. I have given many talks and have not had great success with increasing new patient business, though I have had some success. I still do it because there really is little downside to doing public speaking, other than my time and some pride.
Here are some good venues:
--Support Group Meetings
--Grand Rounds
--In Office Seminars
--Local Medical Society Meetings

Need new patients? Be available.


I have a friend in start-up. He is chiropractor and he works banker’s hours. He takes Thursdays off and seldom works on weekends. He feels he “should” get to work what ever hours he wants and patients can wait; even if they are in pain. I wonder what the founder of 7-Eleven would think of this approach to convenience and availability.

In my view, he has not grown as fast as he could or “should” have.

Now contrast that to STAT Health, a start-up urgent care center in Smithtown NY. They have been open for as long as my friend has. They are open from 8AM to 8PM, 7 days per week. It is owned by 2 guys, and they are always—I mean always—there. And they are mobbed.

I know comparing a chiropractor to an urgent care center is probably not a fair comparison, but the point stands. Be available.

Everybody is busy. Everybody has a job. Everybody has family. Everybody has prior obligations. If you want to grow, be the one who accommodates. If your patient base commutes into the city, have early morning or evening hours or weekend hours. If your patient base is retirees, have mid-day hours. Nothing wrong with working on Saturdays if that is what it takes. My Dad saw patients every Saturday for 30 years in his dental practice. It never bothered me. In fact, I admired it. Your family will understand also.

If you want to grow, be available when others will not be.

Thanks.

The IU.

Tuesday, April 10, 2007

Need new patients? Hit the pavement.


Nothing works quite so well or has as much bang for the buck as dropping by a referring source's office and saying hello. Rather than being on annoyance, it is seen as a sign of respect. It is actually quite easy, not very time consuming, and aside for gas and perhaps some donuts, costs nothing. In my experience, one in ten visits results in immediate new patient referrals. Whenever things slow down, the first thing I do is start to visit my referring doctors.

Caveat: Never demand to see the doctor. I typically will bring coffee for the staff and say" don't bother Dr Smith, just enjoy the coffee and give him my card." Never be pushy.

Easy. Effective. Inexpensive.

The IU.

Need new patients? Answer the phone.


This is the first in a series of posts relating to practice building.

And as I have said before, if you want your practice to grow with constant new patient business, answer the phones. I just can't emphasize this enough. Just the fact that the patient selected your name is incredible and is the goal of all your other marketing efforts. But if they can't get through on the phone, it is all for naught.

Answer the phones during the day, in the morning, in the evening. Make it easy for new patients to speak to a live voice. If you must have a call service or an auto-attendant, make sure you have an option that allows patients to immediately reach a live voice, most preferrably you. Trust me, you won't be annoyed. It is all for you.

Thanks,

The IU.

Sunday, April 08, 2007

Patients like the solo guy.


I have written in the past about the advantages of solo practice from the perspective of the provider. Well, here are some advantages for the patient.

1: A stronger doctor-patient relationship: Solo docs develop very strong bonds with their patients. Perhaps we view a patient's business as a privilege instead of a chore.

2: Better care: Solo practitioners control every aspect of the practice, and this makes for better outcomes.

3: Happier patients: When patients have a problem, they want to see "their" doctor, not Dr Whoseinwhat that is covering for him/her.

4: A more pleasant environment: Staff and patient alike enjoy the predictability that only a solo practitioner can provide and that translates into a more pleasant experience for the patient.

Of course, you can get lucky with a doctor that is in a group, but the odds of this happening are better with the solo doc.

What do you think?

Saturday, April 07, 2007

Great News!


Wow!! That IS great news. New attendent options. Jeeze-Louise! Awesome.

I just can't seem to wipe the smile off of my FUCKING FACE!

New phone attendant options. Now that really takes the sting out of tracking down dead claims.

Gimme-a-break.

The IU.

Friday, April 06, 2007

When it gets slow, look inward.


It must be because of the holiday week, but despite 5 "rocking" weeks, my volume has dropped by 40%.
No need to panic. Instead, go to the "No worrries log", find out who has been non-compliant, call them, and get them back in. Next week is already looking good.
I guess that is one reason why being "established" has its benefits.
The IU.

Tuesday, April 03, 2007

The Record Request: A Simple and Fast Way.

A patient called me today requesting that his records get sent to an IVF group that his wife will be seeing. I offered to have them faxed, but instead wanted the records mailed to him.

Simple: Burn record onto a CD-R.

Total time of phone call to completed burn: 60 seconds.

Critical: CD must be R, not RW, to prevent any possibility of the patient's altering the record.

Any questions or comments?

The IU.

Sunday, April 01, 2007

I miss working for someone else.

I have been on my own now for exactly one year and I must admit, I miss being an employee. Here what i miss.

1: I miss being told when I have to get to the office and when I can leave.
2: I miss being told which days I can take off.
3: I miss my yearly "performance" evaluations.
4: I miss the mind numbing routine.
5: I miss taking call on Holidays.
6: I miss having to request time off.
7: I miss that feeling of anxiety when one of my partners was in a bad mood.
8: I miss being on employee.

Happy April Fools Day.

Thursday, March 29, 2007

Looking for a job? Here's how you can be screwed!

A friend of mine asked me an interesting question and for my opinion. I think that this will make for an excellent blog topic. So with her permission, here is the issue.

Her daughter-in-law is a dermatologist in an academic practice in a large city. She is married and her husband is still in school, thus has no income. She is unhappy in her current position and has been interviewing for jobs in the suburbs. She has 2 options, according to my friend. Option A is to join a group, on a partnership tract, for straight salary. Option B is to join a group on a non-partnership tract with a compensation package based on a percentage of collections minus overhead. What sould she do, asked my friend. The answer is, "I don't know" but here are the pitfalls that she should try to avoid and, here are some possible solutions.

First, how can she get screwed. Oh, let me count the ways.

  1. Options A: She takes a straight salary, and then they work her like a dog with all the patients they don't want to see, at all the times they don't wish to see them.
  2. Option B: she gets a percentage of what she brings in, minus expenses, right. Ok, she sees all the poor payers and time-consuming diagnoses, and then they give her an "overhead" of 50-65% (don't scoff, it happens). Therefore, no matter how hard she works, she makes relatively little money, for a dermatologist. Overhead for someone joing a group, in my view, should never be > 50%.
  3. Options A and B: She wants to do cosmetics because it is what she enjoys and is good at, plus it is the most profitable. Only, her partner insists, either directly, or via office policies, on doing all cosmetics. Tough luck, you're an employee.
  4. Options A and B: "Call is equal" the partners say. Well, there is equal and there is equal. Somehow, the junior person always gets the "extra" call;the 5th weekend, every Mother's Day, all holidays in year one, every Christmas "because your Jewish." What ever you don't want, you'll get. It may sound petty, and it is, but if done consistently to you, it will really grate on you nerves.
  5. Options A and B: The no-compete clause. This says that if you leave the practice, essentially you are barred from practicing with-in that community for a period of time. For eample, 10 miles, 2 years. Mine was 5 miles, 2 years, which I believe is fair. It is designed to protect the employer, as it should. Unfortunately, if you are an employee and are unhappy and wish to leave, you will have to uproot your family and move. And believe me, no-compete clauses are enforceable in court. You will not win.
  6. Options A and B: They have multiple offices and guess who does all the driving. Also, makes the no-compete clause even worse.
  7. Options A and B: You have no hiring and firing power, and you get all the new hires; all the inexoerienced hires.
  8. Options A and B: You get all the "high risk" liability cases and emergencies.
  9. Option A: Partner deal to be negotiated later, rather than at the time of initial employ. This is one of the oldest tricks in the book and allows your employers to string you along for the term of your employ and then make the partnership details noxious.
  10. Nebulous buy-in terms.

So here are some possible solutions:

  1. Don't sign a no-compete clause.
  2. Work without a contract.
  3. Pick a job in a different community from which you live.
  4. Ensure, in writing, that patients will be assigned on an "as they call" basis. If patients are then assigned by any other method, the contract is nullified (consult a lawyer first).
  5. Make sure the call schedule is agreeable to you, in writing. Think 3-5 years ahead, when you have kids, etc, and re-think the call schedule.
  6. Make sure all details of partnership are negotiated before you sign the contract. Consult a lawyer.
  7. Be prepared to walk from the contract.
  8. No your own true worth.
  9. Trust your misgivings. If you don't feel right on the way in, things will only get worse.
  10. Find out the group's or partner's entire history of associates, talk to the associates and read between the lines.
  11. You must have a very clear understanding of the buy-in, in real numbers, not "the accounts receivable" or other such fudgable terms.
  12. Be prepared to go solo.

Tuesday, March 27, 2007

Here's a good one.

I had a patient with 606.8 from CBAVD (congenital bilateral absence of the vas deferens) who needed to undergo a 55899. 55899, according to the CPT book is: genital procedure NOS. In this particular case, it was an epididymal and testicular sperm aspiration and extraction, done in conjunction with an IVF procedure. Though the patient had coverage for 606.8, the carrier could not say whether or not the patient had coverage for 55899, because it was a 55899--an unlisted code. They would only make that determination after the fact. In other words, they expected me to do the procedure on faith.

Since I can't pay my bills on faith, I asked for $750 up front from the patient, which is comparable to what I had been paid in the past for this exact procedure. The patient paid and I performed the procedure and his wife is now expecting.

Today I received a check in the mail for $219 for the 55899, 95 days after I performed it. Apparently, the insurer felt that $219 is the usual and customary for this procedure. A medical director may--or may not--have looked at the operative note that we supplied and said, "Well, I think it is basically a 54505 (biopsy). Let's pay'em for a biopsy." Hence $219. Therefore, I owe the patient ~$500.

My problem is--and I'll send back the money--is that ~$200 is the usual and customary for a testis biopsy, but certainly not for a testis sperm extraction, which requires significantly more expertise and time and has much more complex administerial and scheduling issues.

So now what do I do; appeal their usual and customary decision.

The IU.

Monday, March 26, 2007

Going Solo?: Develop Routines.

Developing routine ways of doing things is critical to the success of your practice, or any business for that matter. From how your staff answers phones to the order in which you take your medical history, and everything else; it should be rote. A routine. This does not imply that you are Rain Man, but simply that you have automated and are efficient. Here are some reasons why routines are important.

  • Efficiency: When you have a well formed routine, things seem to slide into place. Patients are put in the correct rooms in the correct order, automatically. Forms are filled out easily. Everything works like a well oiled machine. You will be able to communicate with your staff without the need for words.
  • Predictability: Having a routine way of doing business and not veering from it allows your patients and staff to experience what every baby craves, predictability. Everybody likes predicability, even thrill seekers. It is why we go to McDonalds or The Ritz Carlton or our favorite hair salon: to have a prectictable experience and outcome each time.
  • Outcomes: When you follow a routine and seldom veer from it, your outcomes will improve. You'll make less mistakes. Patients who require antibiotics before the cysto, will receive them. Patients who ought to have cytologies, will get them. Specimens will not get mixed up.
  • Growth: Having routines will allow you to grow your practice in a more effortless manner, with less "thrown out" money, and less overhead because your routines will enable you and your staff to work smarter.

Thanks,

The IU.

Something in my phones is actually trying to kill me!

This weekend my phones were down. Only this down, it was my home phones. Not my VONAGE phones, my Optimum Voice phones. I do have a separate VONAGE line at home, and that worked fine. SOMEONE IS MESSING WITH ME!

The IU.

PS: and my toilet overflowed twice.

Thursday, March 22, 2007

Chain of custody.

There was an interesting post in KevinMD today regarding a law suit brought against a reproductive center that does IUI. As a fertility specialist, I find this particularly interesting as the suit hits directly at a major aspect of any lab: chain of custody.

Chain of custody details who has direct control of a specimen, be it a blood sample, biospy specimen, vas deferens post-vasectomy, or semen sample from the time the specimen leaves the patient's body until the it reaches the lab, even beyond. Breakdowns in chain of custody may result in big problems down the road for patients, labs, physicians, and everyone involved. As a solo practitioner, you are the number one responsible person when it comes to chain of custody. Fortunately, as a solo practice owner, you can set up policies that control every aspect of chain of custody. Here is how I do it.

  • Patients label all their own urine samples immediately after voiding. Pen and label are kept in bathroom.
  • Unlabeled specimens are discarded unless the patient can verify that the specimen is theirs.
  • Semen samples are labeled in the same way as the urines.
  • Overnight semen samples (I have a method to preserve the quality of the semen over a 24 hour period) are labeled by the patients.
  • Blood samples and taken into the lab immediately after blood draw and labeled. The label number must match the requisition form. The requisition form is immediately marked with the patients name and identifying data.
  • In-office biopsy or vasectomy specimens are handled as the blood samples.
  • Reproductive samples, for example, a testis sperm retrieval sample, are immediately labeled with the patient's name and identifying data. The specimen is then transported by either the patient or my office staff to the cryolab. If we do the transporting, the specimen never leaves our direct possession. The cryolab then verifies the name and identifying data on the specimen, matches the name to a photo ID, and makes the patient or me (whom ever delivers it) sign a chain if custody form.
  • When the reproductive specimen is used, the specimen is again matched to the patient via photo ID and the match is attested to on a signed form.

Any breakdown in protocol can result in disaster. Perhaps that is what happened in the above case. Who knows.

The IU.

Wednesday, March 21, 2007

I'm vexed. Terribly vexed!

I know I have been blogging in a somewhat schizophrenic way about Vonage, my VOIP phone provider. I guess it is a love-hate relationship. When it works smoothly, I love it. Otherwise, I hate it.

I suppose that a phone service provider ought to be like a urethra: if you have to think about yours, you have a problem.

It seems that in the past 4-5 weeks I have had 4 different problems with the service, all of which were quickly rectified by the company. Most recently, today, for a 2 hour period I was unable to receive any calls. Callers got either a beeping tone or a greeting saying that all circuits were busy. Ultimately we were able to see a log of who called and we called them back. One of the callers was a new patient who wanted a vasectomy reversal. Though a stressful 2 hours that involved language that my kids will never use, we eventually retrieved all calls and messages and every thing worked out.

My questions for the world wide practice manager:
  1. Do I leave VONAGE?
  2. Can I port my VONAGE phone number? (Only answer this is you actually know the answer for fact!!!)

Thanks,

The IU.

Tuesday, March 20, 2007

Another internet success story.

I had a new patient today, a hispanic woman and her husband. They spoke no English. As they were filling out the forms, I noticed my staff giving the husband a HIPAA compliance form to sign. The form was in English. He signed it.

Something told me that that probabably would not hold up in court.

Off to the internet.
  • Google "HIPAA forms spanish"
  • 30 seconds later click on link to Montefiore Med Center in the Bronx.
  • Adobe PDF HIPAA form downloaded 5 seconds later and printed.
  • Patient signs Spanish form 5 seconds after that.
  • PDF file saved in FORMS directory as "Spanish HIPAA".

Now we're ready for the next Spanish speaker.

Gotta love it.

Monday, March 19, 2007

5 reasons for denials

Denials of claims are a way of life for physicians. In my practice, 15% of claims are denied after first file, and we are electronic. Why? Typically, the denials are the results of admitted mistakes by the insurance companies and, of course, all we need to do is re-submit the claim to get paid--after another 45 days have elapsed. Here are the top 5 reasons that my claims--claims that ultimately get paid on--are denied up front.
  1. Referral Issues: Some insurance companies never require referrals while others always require referrals. With these companies, we know the rules and can play by them. However, most insurers are somewhere in between and they have plans within their plans that may or may not need a referral to see a specialist. Yet many of these companies do not publish or notate or list which of these plans within the plan within the plan need referrals. In other words, one can not tell simply by inspecting the member's ID card whether or not a referral is needed and, short of the doctor calling the company on every patient, there is no way for the doctor to know who does and does not need a referral. With some plans, it is up to the patient to know if they need a referral but sometimes the onus of responsibility is on the doctor. So, with these plans, if the patient swares up and down that they don't need a referral when in fact they do, you're out. And, you have no recourse. Tough luck. Of course, from the perspective of the insurance companies, this makes great business sense because the carrier can legally deny payment while simultaneously absolving themselves of any fault in the breakdown of the process. It is beautiful. Fraudulent, but beautiful. And if they do ultimately pay, they at least have had your money earning interest for them over a 6 month period.
  2. Missing information: Sometimes, the insurer requests additional information, like an operative note. Of course, these extra items typically are never "received" the first time.
  3. Incorrect numbers: Claims can be denied for incorrect NPI, PIN, TIN, PRIS, or member ID numbers. Sometimes a company that has been paying me flawlessly over a several month period mysteriously substitutes a 6 year old, inactive provider ID number for my current ID. Go figure. Other times, the patient's member ID number is entered incorrectly, by a company claims handler. These mistakes can be fixed, but they take time and effort; lots of both.
  4. Mis-information: I do male infertility and insurance coverability issues for these patients are anything but straightforward. Since I do this for a living, I have learned the ins-and-outs of determining whether a fertility procedure will be covered. On more than a few occasions, we have determined that a procedure was covered, with authorization numbers and all, only to have it denied because, in fact, the pre-cert person and the claims adjuster were not in agreement. And we got stiffed.
  5. Mistake: About 10% of claims are denied simply be mistake: for no good reason. Everything seems OK, everything is in order, everything is place, yet the computer spits out "pay amount: $0.00."

So there you have it. This is the true bane of our collective existences. So many mistakes and so one sided that they can only be intentional.

Hope you enjoyed reading this, because I did not enjoy writing it.

Friday, March 16, 2007

Never say die!

I just received an EOB with a payment for a 99214 from July. July! An 8+ month old claim. It was denied 4 times previously. The first time because the insurer claimed that the ID# was incorrect. We re-submitted the claim and proved that the number we had was correct and that their number was incorrect. We marked 2nd claim on the submittal, onlyto be denied again, this time by, "sorry, that must have been a mistake." We re-submitted claim number #3, which was denied for late filing. After fighting that, because we had proof of our previous attempts, we re-submitted and then were paid, $50.00.

$50 bucks. Was it worth it? Was it worth the hassel? You betch-ya! 50 bucks is 50 bucks is 50 bucks. It's a month of cell phone service. It's a bottle of UA dip-sticks. It is my money, rightfully. Not the insurance companies.

Notice that we never billed the patient, because that would have been wrongful, in my view. The patient had the coverage, we accepted it and did our part for the claims process. The insurer played games and profitted from the delay. Imagine denying 10,000 claims for $50 dollars each for 6 months at a modest 4% return, then ultimately paying the $50 dollars to the 20% of doctors that persisted as we had. By my calculation, an insurer can make an extra $420,000 dollars over a 6 month period. Technically this is not legal, but it can be done, and probably is done "by mistake." In the past this was common practice of some insurers and ultimately cost these carriers millions after a successful law suit filed by the NY State Medical Society. And you know what, it is still done.

It is not your job to subsidize the insurers and your patients already pay enough in premiums. Make the carriers pay what is owed, no matter how small.

Never say die.

Tuesday, March 13, 2007

Payment not guaranteed.

Have you ever looked at a pre-authorization notice for, oh, let's say, a surgery. If you have you would have certainly noticed the following disclaimer, "pre-authorization does not guarantee payment."

What the hell is that. I simply am unable to comprehend it. What the insurers are saying, unless I'm missing something, is that despite getting permission to do the procedure, despite the carrier's determination that the procedure is warranted, despite the determination that the patient has coverage for the procedure, and despite the determination that you are a participating provider, you may, in fact, get stiffed on payment. Interesting.

To me, that is like going to a restaurant, ordering a burger, acknowledging the price for the burger, ordering, eating it, and then saying, "nahhh, I'm not gonna pay for it. The burger that you provided was not really a beef burger, in my opinion, and that is what I ordered. You can appeal my decision though." Of course, that would be crazy, not to mention illegal.

Yet that is what happens daily to physicians across the country, in all specialties. Will someone please explain to me, like I'm 5, what "payment is not guaranteed" means.

Friday, March 09, 2007

I have a project that I want your help with.

Here is the problem:

I have 3 forms forms that patients must read and sign: The HIPAA compliance form, the e-mail usage consent form, and the Patient Information Form. I need the patients to sign all 3 forms, and to complete the patient demographic form with things like name, address, phone number, insurance info, etc. These forms comprise a total of 4 pages, which is 4 too many.

Here is what I want:

I want to have the signature on file and to have the information from the demographic form automatically placed into unique, searchable fields within a database, only I don't want to design the database. In addition, any software or hardware I use must be inexpensive and mass produced. I am open to purchasing a Tablet PC, if no other ideas are better.

I am turning to the collective power of the entire internet community to help me.

Please email any responses directly to me at rich@drschoor.com or via posted reply at this blog. If you can't help, please forward a link to this site to anyone who may be able to help.

This is a grand experiment. I believe it may be the first of it's kind. We'll call it the World Wide Practice Manager.

Thanks,

The Independnent Urologist.

Thursday, March 08, 2007

Going Solo?: Determine what is absolutely essential.

Opening your own medical practice is not cheap, even when done on the cheap. The real trick to keeping costs low is to question the need for anything and everything. Do you need 2 rooms or will 1 suffice? Do you need to purchase an electronic medical record or will paper work for now or can you build your own system? Do you need 2 staff members or can you function with one? I believe that this is the essence of the micropractice movement, first popularized by L Gordon Moore in primary care and on the specialist side, as I have been told, by The Independent Urologist (risking obvious shameless self-promotion).

When I left the safety of group practice I had one major constraint common to all start-up businesses: no money. That constraint forced me to question every thing I had been taught or had learned. Here are a few examples.

• I was told I would need at least 2000 square feet. I rented 1100.
• I was told I would need 3 phone lines, I took 1
• I was told I would need a staff of 3+ me. I have me + 1 other full timer.
• I was told I would need to start staff at $14/hr. I started at $9.
• I was told I would need people with experience. I hired people with none.
• I was told I would need a copier. I still don’t have one, 1 year later.
• I was told I would need an answering service. I haven’t.
• I was told to never give patients’ unfettered access to me. I do.

And on and on and on! When you do decide to go off on your own, it is imperative to question everything. Frankly, you’ll need to anyway or you’ll rack up huge debt and risk bankruptcy unnecessarily. It’s just a change in mindset, but it is an important one. Determine what is absolutely essential. And do that and only that.

Thanks, Dr S.

Wednesday, March 07, 2007

Five Rules for The Lean, Independent MicroTech Practitioner in the age of Web2.0

I believe this is the best time to go solo, despite declining reimbursements and rising costs. But to be successful, you must follow these rules.

1. Your costs must be rock-bottom. You simply must be a miser about costs, yet never be penny-wise and pound-foolish.
2. You can only have tools, no toys, and your tools must be inexpensive, off the shelf, mass produced, and easily trouble-shootable by you. If it can’t be fixed with a re-boot, move on!
3. Your tech-tools must be small and easily mobile. Remember, you pay per square foot for real-estate.
4. You must be digital ready and computer literate. It is a simply a pre-requisite to starting your own Lean MicroTech Practice.
5. Automate, automate, automate, and what you can’t automate it, figure out a way to automate it. Use templates, macros, forms, routines—anything that automates—as much as possible.

Good luck.

The Independent Urologist

Tuesday, March 06, 2007

Going Solo?: Know the difference between tools and toys.

I want to talk a bit about technology, a subject that I have covered in the past, and seems to be of interest to this blog's readers, all 3 of you. Only this time, I want to discuss the difference between a tool and a toy. Whether you work for someone else or yourself, you’ll likely be bombarded by technologies and gadgetries and tech driven marketing. In order to conserve important capital and time and energy, you must learn to differentiate the tools from the toys. It is simply essential.

Tools have a primarily useful purpose. Toys are primarily for entertainment. Tools and toys can be fun and can have useful features and you can be convinced through clever marketing that a toy is a tool, when in actuality it is not. Toys can be every bit as expensive as tools, even more so. Toys are impulse purchases while tools never are. You want toys but need tools. And that is a major distinction. If you buy a piece of technology and then try to rationalize a use for it, you are buying a toy. If you have a problem that needs a solution and you find a technology that works, you are purchasing a tool. Plain and simple. Toys belong at home. Tools belong at work. Not vice-versa. Period!

Here are some examples.
• Camera Phone: For me a toy. The only need I have is that my cell phone receives and makes calls when I need it to or when a patient or doctor is trying to reach me. If the cell phone cost me a dollar more because it has a camera in it, it is not worth it to me. On the other hand, if I did lots of hospital work and needed an easy way to capture patient demographic data from the medical chart, the camera phone would be a useful tool.
• The TRIO Phone. This phone has windows CE, calendar, camera, MP3, GPS features, among others. For me, total toy. Again, I need a phone that works. Everything else is bull. I had a partner who had this phone and used to walk around the office with the phone’s GPS feature. Maybe he had a really bad sense of direction and found this to be a useful tool, but I suspect it was no more than a toy. In his defense, he used the phone as a means to transmit data securely to a company for which he was consulting, so the phone for him was a fun tool.
• Tablet PC. For me, right now, in my current situation, this a toy. If I was working multiple rooms at the same time and needed the handwriting feature or needed my patients to complete forms on it, the tablet PC would become a tool. But I don’t. Not right now. I don’t have a use for it and if I bought one, I’d be buying a toy. If you have to change how you operate to justify the technology, you’re buying a toy.
• Electronic medical record software. Tool. But be careful of paying for features that may be toys masquerading as tools. An example may be an e-prescribing feature that allows you to send Rx refills over the internet to the pharmacy. If this saves you time and money and makes you more effective, it’s a tool. For me, a toy. For you, who knows?
• DaVinci Robot: For my hospital, a small community hospital, in my view, this would be toy. A million dollar toy, but a toy nonetheless. For a larger hospital, like Paul Levy’s, it might, I say it MIGHT!!! be a tool.

Anyway, this is an example of how I approach acquiring new technologies. I’m a technophile, within reason.

Hope you liked the post.

Monday, March 05, 2007

Back from vacation

I'm back from vacation with the family. I did a lot of thinking. I spent time with the girls and the wife. It was good. I took some time off from my practice and from the independent urologist. Though not completely.
Admitting that it may sound pathetic, I was not completely away from my practice. Thanks to technology, I was able to stay as connected as I needed to be and wanted to be. Here are some examples.

1: I booked 4 new patients that called the office between 5-7PM. Their calls forwarded to my cell phone and I made the appointments.

2: I spoke to an urgent care doc--one of my best referring docs--who wanted to run a case by me. He called my office at 6:30PM, and was forwarded to my cell phone, seamlessly. I was happy to help him.

3: I accessed my network by VPN from the hotel, checked messages and labs. On my own time and volition, not someone else's!

If this sounds pathetic to you, you are thinking like an employee, not an owner. It made and makes complete sense to me.
Thanks for listening.

Friday, February 23, 2007

Going Solo?: Learn the value of money

The value of money

I have come to find little more annoying than when people bandy about the saying, “it’s not worth my time.” “It’s not worth my time,” and its variations, are said very frequently by people in all walks of life. I have heard it uttered by accountants and lawyers and doctors; high and low income employers and employees alike. I used to say it. I even used to believe it.

I no longer do and I no longer allow “it’s not worth my time” to be said in my office. You should not either. It is a dangerous way to go through life, and probably contributes to our nation’s debt problem. From the perspective of a small business owner in start-up, it is financial foolhardy. If you don’t agree, I’ll convince you. Here is list of what things are worth.

5 UA’s per day = 1.5 hours of your receptionist = 3 months of website hosting
1 new patient = 15 hours for you employee = 2 ½ months of internet access
1 follow-up patient = monthly cell phone bill = one 100 quantity container of UA dipsticks = monthly utility bill
2 vasectomies = 1 year of VOIP phone service = 1 week of print advertising

And on and on and on! It’s endless. If you own your own small business, you will come to view money in this way. If you don’t, you may not own your small business for very long. This view of money does not mean you are cheap and certainly does not mean that you are a money grubber. It simply means that you have a healthy respect for money. People who lived through the great depression, like my grand parents, viewed money in this way, as do many successful small business owners, entrepreneurs, and professionals, regardless of their actual, W2, income levels. I believe that the majority of people that buy lots of toys, whether those toys are expensive clothing or iPods or cameras or jewelry etc, do not value money, or at least they don’t understand the value of money. Perhaps these spenders have never been taught to view money from the proper perspective. If you are an employee, earning $15/hour, here is what things cost: I mean actually cost factoring income taxes and social security.

iPOD = $250 = 23 hours of work
Earrings = $400 = 46 hours of work
Camera phone = $500 = 53 hours work
Expensive dinner = $100 = 10 hours work
Wedding = $25K = 2333 hours work (Don’t scoff. I actually know an employee at my former job that did just this, incredible as it seems.)

Now lets assume you are the small business owner, for example a doctor. The typical doctor has an overhead of 50% (actually, it’s higher). Therefore, to purchase the above items, really all toys, you must earn the following, factoring in overhead and taxes:

· iPod = $250 = actually costs $750 = 6 new patients
· Earrings = $400 = actually costs $1000 = 333 UA’s
· Camera phone = $500 = actually costs $1250 = 25 follow-up patients
· Expensive dinner = $100 = actually costs $300 = 75 venopunctures (blood draws)
· Wedding = $25K = actually costs $75K = on average 625 patient encounters

Sobering, eh?
So, the next time you decide not to squeeze in the add-on client or to see the consult or to buy the iPod, think first about the costs. Perform the analysis, and then decide. You may decide that the activity is worth your time or it isn’t, but the decision will be a rational one.

Tuesday, February 20, 2007

Regression to the mean and your solo practice

Understanding Regression to the Mean

Several weeks ago I wrote a post on my blog concerning the seemingly inexplicable fluctuations in patient volume and business that occur from time to time. The post commented that no matter when business is slow, people could come up with a reason that explains it; be it hot weather, cold weather, rain, sun, school, vacation, flooding, drought, what-ever. But here is the actual reason. Are you ready? The answer is. . . regression toward the mean and standard deviation. Yes, that is it. Nothing sexy. Nothing that will end up on the OPRAH Show. Not THE SECRET. No, nothing metaphysical. Just basic statistics. The variations in patient flow, or most any set of numbers, can all be explained by regression towards the mean and standard deviation.

Mean means average. What’s average? Go back to school. Standard deviation is a measure of scatter, or variance, around the average number. Actually, standard deviation is the square root of the variance. Regression to the mean is a concept that states that within a set of numbers, like sales figures, or weekly patient encounters, or golf scores, values will vary, or scatter, around an average, but ultimately they will tend towards the average number. For example, an amateur golfer may have an average score of 92, but may shoot anywhere from 86 to 105, depending on the day. Therefore, if he has 3-4 rounds in the 80’s, rather than feeling as if he “gets” the game of golf, he should realize that based on regression to the mean, he will ultimately be brought back to reality and have 3-4 rounds in the hundreds. Regression to the mean will teach him that he never “got” golf and he is likely not improving, but that he hit a hot streak that will unfortunately reverse itself. Enjoy it while you can. It’s fleeting.

In medical practice, and I suspect in sales and other similar businesses, regression towards the mean has real significance. I have friends in commercial sales that constantly have ups and downs in their numbers. Regression to the mean can explain these hot streaks and cold streaks. Medical practice is no different. For example, let’s say you have a new practice and you see 30 patients per week, on average. Some weeks you may see 35, and other weeks you may see 25. Then after 4 weeks in a row of seeing 33 patients, your office manager tells you that she believes it is time to hire additional staff to accommodate the increased volume. Maybe you should and maybe you shouldn’t, but you may just be experiencing normal variability. You may want to consider standard deviation and regression to the mean as an explanation, especially before you hire additional staff and take on additional expenses. Conversely, when things are slow, and you are in the throws of a downturn, you may wish to determine if this is within your typical variability. Weekly patient volume may simply tend toward the mean. You don’t need to panic or lay off staff. Or maybe you do, but you can calculate it pretty easily.

Let’s go a bit deeper into the terms average, variance, and standard deviation. Mean is the average number, variance is the scatter around that number, and standard deviation is the square root of the variance. In English, if an entire population takes a test, 95% of people should have results that fall within 2 standard deviations from the mean. For our amateur golfer, we’ll take his previous 20 scores, average them and compute the standard deviation. Sparing you the math, his average score is 92 and his standard deviation is 3. This means that 95% chance, on any given day he’ll score between 86 and 98. If he tells you he broke 80, he’s full of it. Statistically speaking, it’s not possible. From your practice’s perspective, you can go back and calculate the average number of visits per week x 6 months, and then compute the standard deviation (use Excel, its easy), on that number. If you saw, on average, 27.1 visits and had a standard deviation of 3.7, then you can determine that any variation in weekly traffic between ~19 and 34 patients per week (2 Standard deviations from the mean) is normal, 95% chance, and will even out over time.

You may find my argument/explanation overly analytical. It certainly is not the stuff that winds up in best selling self-help books. It is way too boring! Yet I find it very comforting to know the wild fluctuations in busy-ness that I have seen in my own practice have such mundane explanations, rather than magical ones. Now I can turn my positive energy, you know, the-send-a-positive-vibe type, toward increasing my average number of encounters per week and to decreasing my standard deviation by eliminating no shows, etc. Or I can pray that my average goes up, while I market myself.

Hope you stayed awake.

Friday, February 16, 2007

Going Solo?: How to start a lab.

As a physician, whether you are solo or part of a group, you will need access to laboratory services. One year ago, when I was first venturing off into my new, grand experiment, I had no clue about the most basic of basics: how I was going to order tests such PSAs or urine cultures or cytologies or a CBCs or anything for that matter, because in my prior offices, where I was an employee, I just told someone to do it and it got done, usually. Now, I would have to make it happen. Fortunately, we have a free market economy and numerous commercial labs exist and they compete for your business. All you need to do is set up an account with them. This is quite easy, and if the lab is good, at least with regard to business development, they will send a representative to you without you even having to ask, and the lab rep will do all the work. The lab itself will supply you with equipment needed to collect the specimens, such as blood tubes and specimen cups and tourniquets, and some sort of mechanism to get your patients’ clinical specimens to their lab for processing and reporting, be it a drop box or a UPS Bag, etc. Often, they will even supply a centrifuge. It is really quite easy, and you will find that after setting up accounts with 1 or 2 labs that you can function as a doctor. Pretty cool, eh? National labs include Quest Diagnostics and LabCorp, among others.

Of course, setting up an account with a lab like Quest Diagnostics is not really what I mean when I talk about setting up a lab. At some point, you may decide that you need to bring certain tests that you rely upon heavily in-house. In my case, as a male infertility specialist, I felt the need to do semen analyses on-site. Blood work I could send out, but the semen analysis, well, this needed to be done by me since it is the cornerstone of the male infertility evaluation. In addition, as a urologist, I needed to do urine analysis dip sticks. Urine cultures could go out, but UA’s need to be done while the patient is in the examination room. You may have your own reasons to bring a certain test in-house, but this decision should not be taken lightly since running a lab can be challenging and expensive, and yes, a pain in the unowhat. But it can also be profitable and can help you transition your medical practice into a medical enterprise that can serve as a source of income in and of itself, independent from your own physical labor.

In the USA, physician office labs are classified into several categories; waived, moderate complexity, and high complexity. Getting into the details of each is way outside the scope of this post, but suffice it to say that most physician office labs (POLs) fall into the waived or moderate complexity umbrellas. Waived tests actually include a subset of tests known as the PPM, which stands for physician performed microscopy. You can just perform waived tests in your office without having to go through any licensing or credentialing paperwork from a federal agency known as CLIA. Waived tests do not require a CLIA number. Everything else does. A dipstick UA is a waived test, as is a urine pregnancy test or a home blood glucose kit, among others. You can find a list on CLIA’s website. Basically, any test that is so easy to do and so difficult to misinterpret that a lay person can do it may be classified as waived. PPM’s include looking at a urine sediment for red blood cells or looking at semen sample for the presence or absence of sperm. Again, you can find a list of other PPM’s on CLIA’s website. Google, CLIA.

High complexity tests include things like cell culture and PCR and FISH and certain blood smears etc. High complexity tests demand a tremendous degree of expertise to perform and the outcome of these tests may result in major impact on a patient’s care. These tests require that you have a CLIA license that allows you to do high complexity tests. In order to get this authority, you must have either a PhD in that particular field, be a Board Certified Pathologist, or have 12 months or more of continuous basic science lab experience doing the type of work you plan to do in your office lab. Or you can hire one of the above people. Very few physicians have high complexity labs in their offices.

Most physician office labs fall into the moderate complexity sphere. Examples of moderate complexity tests include automated CBC’s and SMA’7s and my test, the semen analysis. Similar to performing high complexity labs, in order to perform moderate complexity labs in your office, you must have a CLIA authorization, ie a CLIA ID number.

Obtaining a CLIA ID is not difficult. All you need to do is locate CLIA’s website (Google) or via your state’s department of health website, and download an application. You fill it out, pay a $100 fee, and several weeks later you have a CLIA ID number. With that CLIA ID number, you can then legally do the tests and bill insurance companies for them. Sometimes, the insurers will even pay!

Of course, having a CLIA ID number does not mean that you do the tests well or that you have a good quality lab. It just means that you jumped through a licensing hoop. You do, however, want to run a high quality lab. It is important. I believe that you should strive to maintain high standards of quality in your lab for the following reasons; because it is just plain right, because you take pride in your work, because patient care requires it, and because referring physicians rely upon it. It is also the law. Agencies exist that can help you in this regard and after you enroll in their courses and follow their recommendations, these agencies will provide your lab with accreditation. I used an agency named COLA. I don’t know what COLA stands for, but you can google, COLA, and you’ll find it. COLA accredited my lab and through their 20 hour Lab Director Course I learned how to run and maintain a high quality andrology lab. I learned lessons on topics such as quality control and quality assurance; lessons that have spilled over into how I run my entire office. Having my own lab has been not only profitable for me, but has been a marvelous professional growth experience. I recommend it.

Now there is a new system on the market, and I recommend it highly. You know why, I designed it. Here is the link www.ilabtqm.org.

Good luck.

Thursday, February 15, 2007

I'm better, not so upset.

I guess it was theice storm, but my phones are back up. I was able to forward to my cell and home all day yesterday and did not miss a call. I actually had a nice day, spent with my family.

Wednesday, February 14, 2007

I'm very, very upset!

I know have written in the past extolling the virtues of VONAGE VOIP phone service. Today, there is no service on my lines, and there website is down. When I call customer support, after an extensive phone tree, I get a message that says, "All our technitions are busy. Call back later."
Not good! Your service is only as good as its support systems. Yet my optimum voice VOIP is working. Dare I switch? I may. . .

At least I can vent to the blogosphere.

Monday, February 12, 2007

Going Solo?: Become familiar with Bayes Theorem

If you remember having taken statistics 101 class, you may remember Bayes Theorem. If you don’t remember it, I’ll tell you about it. Bayes Theorem deals with probabilities and allows you to calculate, mathematically, the likelihood of possible outcomes. Bayes Theorem has been around for many years, and has many useful applications, from gambling to medicine to business; even to the military.

Mathematically, Bayes Theorem has a formula that for an outcome involving 2 variables, A and B, is as follows:

Outcome = Probability A x Probability B or P(A) x P(B)

For 3 variables, the formula would read:

Outcome = P(A) x P(B) x P(C)

For example, with a coin toss, there are 2 possible outcomes, head or tails, and each outcome has a probability of 0.5, or 50%. Therefore, the probability of flipping 2 heads in a row is:

Outcome = 0.5(H) x 0.5(H) = 0.25 or a 25% probability that you will flip heads twice in a row.

Flipping it 3 times in a row can be calculated to have a probability of:
Outcome = 0.5(H) x 0.5(H) x 0.5(H) = 0.125 or a 12.5% chance that you will successfully calls “head” thrice in row.

So what? How can this be applied in a real world setting. Well here are some examples.

In the 1960’s, a military transport jet exploded over the mid-Atlantic ocean. The plain happened to be carrying 3 nuclear weapons. Not good! The military had to find them. So using a complex Bayesian formula, the scientists imputed multiple probabilities to output an outcome, in this case the most likely location of the nuclear devices. The inputs were variables such as likely wind speed and direction, flight speed and altitude, weapon trajectory, debris scatter, etc. And you know what. They found the 3 devices. True story.

In medicine, Bayes theory is quite helpful as well. We use it to help guide patients toward or away from treatment/evaluation plans as part if an informed consent discussion. We may not actually do the math, but the logic is Bayesian. For example, let’s say a patient has a 3mm ureter stone. We know that this stone will have a 75% chance of passing spontaneously, or on its own, and that some forms of surgical intervention can have a 5% complication likelihood. We therefore use our mental Bayes Theorem calculation to guide the patient towards an observational approach.

In the business side of medicine, we use this as well, or at least you should if you want to be successful. Lets say you want to buy a CT scanner (I don’t, but other urologist have been). The CT costs $250K. You look back through your records and determine that you order 1000 CT scans per year for a variety of diagnoses. Therefore, in theory, by charging $500 per CT scan, you can get $500K in revenue in year 1. Hey!!! Not bad, I may do dat! But here is where Bayes Theorem ought to be invoked, in my view.

You know that Medicare will pay this year for the CT scans, but you figure that, let’s say 20% chance, they may not pay next year. That’s just how it goes. And you have 200 potential Medicare patients. In addition, you don’t know whether the commercial payers will pay at all, but you figure that 20% of patients will have insurance that pays off the bat, and after an extensive application process, insurance for another 50% will ultimately pay within the first year, but not before you spend 50K on staff salaries to get credentialed. For 30% of patients, you will not get paid, period. You then figure that the carriers will pay on average $250 per scan, including Medicare. Therefore, here is the calculation:

Outcome = 200x250(Medicare) + 800x250x0.20 + 800x250x 0.50 -50,000 = $140K in year one.

Outcome year 2 = 200 x 250 x 0.8 – 200 x 250 x 0.2 + 800 x 250 x 0.75 = $150K in year 2.

See, you can tell for a medical practice that orders 1000 scans per year, it may be worth it to buy a CT scanner for $250K since you can make back your investment in 2 years. You can play with the numbers for best, and even more importantly, worse case scenarios. For example, let’s change the Medicare number to 100 scans per year and the commercial number to 200 scans per year, with the dollar amount per scan held constant.

Outcome year 1 = 100 x 250 + 200 x 250 x 0.2 + 200 x 250 x 0.5 -50K = negative $2500.
Obviously, here it is not worth it. In fact, even if you decided not do scans on the 50% of patients whose insurers would ultimately pay, given the expensive and timely application process, it is still not a worthwhile endeavor, since you’d only recoup $22,500 in year one. This number might not even cover a yearly payment if you financed the CT scanner with a bank loan. And, you would not even make back your investment for 10 years. Since every year, reimbursements go down or are cut entirely, you would likely never make back the investment.

Of course, most of us don’t actually do the math, the actual math, in Bayes Theorem, but we think this way. We perform what are called heuristic algorithms. It is how we determine whether or not to invest in a certain piece of office equipment or software etc. If you find yourself on the fence and unsure about whether or not to invest in an expensive piece of equipment, you may want to use Bayes Theorem to run the numbers and help you decide.

Hope you liked the post.

Friday, February 09, 2007

The Joy of Insomnia

Many very successful people have insomnia, at least from time to time. Contrary to what big pharma might lead us to believe, intermittent insomnia is normal, and I think even healthy. I get my best thinking done while in the throws of it. If you have insomnia, don’t reach for the pills, but instead take comfort in the fact that you have sleepless nights in common with history's great thinkers; Edison, Einstein, Churchill, Lincoln,etc. Embrace it.

Insomnia, its a friend to the solo practitioner. Insomnia means you are being challenged, and challenge means change, and change means growth. During a sleepless night, when the house is silent and phone is quiet and you have no interruptions, plan your practices’s next move. Brainstorm, run numbers, question, challenge. You’ll be fine tomorrow and you'll sleep tomorrow night, or the next night or the night after that. Embrace the insomnia. It’s good.

Wednesday, February 07, 2007

Payroll

Unless you mother is your only employee and you plan to never take an income, you will have to do payroll. In fact, unless you have a true micropractice, or a really efficient mother, payroll will most likely be your largest single expense. When I was first going solo, payroll caused me a significant amount of stress because I had no idea how to do it or what it involved. Now I do, and because I’m a nice guy, I’m going to save you stress.

Payroll is broken down into 2 parts; salary and taxes. Salary is how much you pay your workers, for example $10.00 per hour x 40 hours per week. Most people in the US are paid bimonthly, or every 2 weeks. Therefore, you will shell out $10.00 per hour x 40 hours per week x 2 weeks, or $800 per $10/hr employee per pay period. Right? Wrong. You forgot taxes. And the taxes ain’t insignificant.

In my state, NY, I must add ~12.5% to every pay check per pay period per employee. That covers my portion, as the employer, for things like Medicare, Social Security, FICA, and NY state unemployement insurance. It may vary in your local, but not by much. So, in actuality, I must pay ($800 x 12.5%) = $100 + $800 = $900 per $10/hr employee per pay period. So that’s it, right? Maybe.

If you do your own payroll, I mean really do it, and calculate the taxes and pay the taxes to the appropriate governmental agencies at the appropriate times, then that is it. And I do know people who do this, some of them even successfully. The problem with doing this “nitty gritty” of payroll is that any mistakes and miscalculations, even honest ones, that you may make are dealt with via draconian fines and penalties. Perhaps for an experienced small business owner, bringing this degree of payroll management in house makes sense, but for you—and certainly me—in the beginning, it does not.

Instead you can outsource payroll services to one of many payroll companies, such as ADP or Paychex. I happen to use Paychex. For their services, I pay an additional $40 per employee per pay period. Not cheap, but worth it, at least for right now. They call me every other Tuesday and I give them the hours. They do the rest. 2 minutes on a bad day to do payroll. Though in my practice I am frugal, I believe that this represents money well spent. Any other way, for me, is to have frugality cross over into the realm of penny wise and pound foolish.

So there you have it, payroll, as taught by The Independent Urologist School of Bidness.

Tuesday, February 06, 2007

Going Solo?: Build your practice by bootstrapping.

Going solo requires a huge commitment personally and financially and is an enormous undertaking. The task of developing a mature practice can seem daunting if approached with the wrong frame of mind; that is if you only see the end product and how much work and effort and money must be needed to get there. Do not think this way and do not try to get there to fast. Successful entrepreneurs don’t try for everything at once. They start their businesses with what they have available to them, financially, skill wise, etc, and they simply start-up. As they grow, they re-invest the capital they acquire into their business and grow it. They outsource, hire people, get expert advice, but really, in essence, they just do it. No excuses. The founders of Nantucket Nectars started their company from an apartment and sold the beverages from a skiff in the harbor. They said, in later interviews, that if they knew all that would be needed to start and grow their business, they would never have done it in the first place. Interesting! Professional services are the same, only easier.

If you look at a mature medical practice or law firm, you’ll see a large office with numerous staff, furniture, complex phone systems, equipment, supplies, credentialing issues, licensing, financing, etc. When you start your practice, you have none of that, nor do you have any chance of getting it anytime soon. But you do have 2 of the most important things, a brain and drive. With those 2 qualities, you can bootstrap your way to the rest. You can pick yourself up by the bootstraps and grow. Here is an example.

You have $15000 to put into the practice. Ok. You get a laptop computer, leased over 2 years, for $26 per month. You get a cell phone with service contract for $75 per month. You search for a 1-3 session per week sublease from another doctor for $300 per session. Voila’, you’re in business. You outsource your billing and credentialing, and you do the rest. As you grow, you reinvest and decide to bring your billing in house and have your biller double duty as a receptionist and a medical assistant. You grow some more, and decide that now is a good time to rent an office of your own and you find a small one. You grow some more and decide to take some laboratory work, such as doing a CBC, in-house. It turns out to be profitable, and you re-invest the earnings to purchase an ultrasound unit. You grow some more, and decide to hire a nurse practitioner to see patients as well. You grow some more and decide to reinvest and buy an office. You grow some more, and sell your office to buy an office building and now you lease unused office space to others. And on and on and on. You get the point.

Over the course of your career, by this method, you can develop into a significant and sizable enterprise that has true value, and you started it from scratch. You bootstrapped and built one success upon another. You used early successes to bankroll future successes. You are self made. It is not easy, but neither is working for someone else. Feels good, eh? I believe that this is the perspective that one must take when faced with the challenge of going solo.

Good luck!

Saturday, February 03, 2007

Going solo?: Here is a brief, incomplete, and novice view on money.

Why did you go to medical school? I’m sure you went, in the first place, for noble reasons, and medicine is certainly a noble profession. But nobility don’t pay the bills. For that you need cash. You need money. I don’t think I ever understood money until I went into solo practice. After 10 months in practice, I have a much clearer understanding of money, one in which I wish I had earlier in my career. Oh well.

Money in a medical practice, or I suppose any business, takes various forms: income, revenue, cash flow, and cash reserves.

  • Revenue is how much money comes into the practice over the course of, lets say, a year. For example, a business that does $200,000 per year in sales has $200,000 a year in revenue. A busy 4 man urology practice in Long Island may bring in $3 million per year in revenue generated from seeing patients and doing procedures. Another practice may have revenue of $1 million per year.
  • Income, on the other hand, is revenue minus expenses. If the less busy practice in the above example has $200,000 in expenses, than the income is, potentially, $800,000, divided amongst the number of partners. Not too shabby. Income is how much you make. Income is the number on the bottom of your yearly W2.
  • Cash reserves, the 3rd form of money, represents the pile of money that is left over after you pay your expenses and take your income. Cash reserves are how much you have in the bank, or brokerage account, or CD etc. In the above example, if the $1 million dollar per year practice paid only $500,000 in income to the doctors, it would have $300,000 in cash reserves, minus Uncle Sam’s cut, at the end of year. Cash reserves are extremely important because they insulate the practice from fluctuations in cash flow, can be used to secure low interest loans, and grow with interest if placed in interest baring accounts. Cash reserves keeps your business alive when things get slow and
    cash reserves enable you to grow through capital improvements.

  • Finally we have cash flow. Cash flow defines how the money moves though your practice. Cash flow is basically what happens to money once it enters your practice; where it goes, what is it used for, and, perhaps most importantly, when it leaves. Cash flow is a very important concept that you will one day become very familiar with in your new practice. Cash flow is determined by a variety of factors and is similar to expenses, but has a more dynamic quality to it. Cash flow dictates many of the operational decisions that a practice must make on a regular basis and when managed poorly, it can drag a practice down to the bottom of the sea. Cash flow is the life’s blood of a practice.

Income is what most young physicians, in-fact most physicians and most people—value most. Higher incomes are better, of course! And for employees, this is the most important number. However, as an owner I can tell you this: of the various forms that money can take, income, by far, is the least important to the growing practice. Let me tell you why.


  • Practice A has $1,000,000 per year in revenue minus $900,000 in expenses that include payroll for staff and the doctors. The corporation/practice has $100,000 left over, which the physicians take in bonus income. The following year, the sono probe breaks, is off warranty, and needs repair. The repair costs $15,000. Now the doctors have 4 options: pay cash out of their personal accounts, use a loan or line of credit, lease a whole new sono unit (this option is, surprisingly, actually not much more expensive then repairing a broken probe), or do nothing. The physicians essentially bled the practice dry by converting what should have been cash reserves into income and the emergency money will cost the practice a premium, either in higher interest rates, higher tax burdens, early withdrawal penalties, lease pre-payment penalties, etc. Emergency money costs the most to obtain, and when you don’t have cash reserves, it costs even more.

For a start-up and growing practice, in my view, the order of importance should be cash reserves, cash flow, revenue, then income.