California Orthopaedic Association May 30, 2014 Monterey, California

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1 Sponsored by: California Orthopaedic Association May 30, 2014 Monterey, California Presented by: Karen Zupko, President

2 Karen Zupko Investor in Modernizing Medicine, Inc., on the Board of Directors for AllMeds, CareCredit/Cosmetic, author. 2

3 Ortho Alerts 3

4 The key to success is to become brilliant in the basics. Vince Lombardi Image source: 4

5 Past Present Future 5

6 39% 28% 17% 17% MDs: or more 6 Locations 6

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8 5 Steve Jobs would be proud of us! Tech super-users. 15% 4 We are headed to #5 this year. 27% 3 Getting there gradually! 51% 2 Tech-resistant staff are an issue/ 4% 1 We still photocopy. We aren t on ERA + EFT for many payors. 3% 8

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10 Yes 32% No 39% Not yet, but in the process 22% I don t know 7% 10

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13 Yes 73% No 23% I don t know 4% Yes 38% No 28% I don t know 34% 13

14 Yes 58% No 29% We d like to 13% 14

15 Success Story 15

16 $120,000 pre-surgical deposits. 16

17 Yes 52% No 48% 17

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20 Collect at Check-In! $100 20

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22 Yes 24% No 64%! I don t know 13% 22

23 Who Does It? Gyms Storage Facilities Churches Mortgage Companies Why You? Giant Deductibles Significant co-pays Uncovered services Collect pre-payments before you operate 23

24 Options: Debit Credit Checking HSAs 24

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32 We don t need to check her background, she goes to my church. 32

33 Two medical office workers in south Florida have been indicted on HIPAA violations and related charges for their alleged roles in an identity theft ring that used stolen patient information to access to their bank and credit card accounts, federal prosecutors said. According to the indictment, defendants Erica Hall, 27, and Sharelle Finnie, 22, worked as office assistants at two separate medical offices in Coral Springs and Fort Lauderdale, respectively. The pair allegedly swiped patient information, including names, dates of birth, social security numbers, and other medical information, and sold it to co-conspirators. If convicted of the HIPAA violations, Hall and Finnie each face a maximum statutory term of 10 years in prison, federal prosecutors said. Source: John Commins, for HealthLeaders Media, April 11,

34 BOOKKEEPER AT DOCTOR'S OFFICE SPENT $6K A DAY ON TICKETS Wednesday, August 23, 2006 RIVERHEAD, New York (AP) -- A former bookkeeper for a doctor's office pleaded guilty Wednesday to stealing more than $2.3 million from her employer to buy lottery tickets. Annie Donnelly spent as much as $6,000 a day on lottery tickets, prosecutors said. Annie Donnelly, 38, of Farmingville, New York, spent as much as $6,000 a day playing lotto and scratch-off lottery games, prosecutors said. She faces four to 12 years in prison for stealing the money from her employers, Great South Bay Surgical Associates. Donnelly, who is being held in lieu of $150,000 bail, also will have to repay the money. She is charged with seconddegree grand larceny. "She obviously had a gambling problem," said Donna Planty, assistant district attorney. "She appeared to be caught up in the high of winning. "Investigators believe Donnelly may have won jackpots of $5,000 or even $25,000, but never enough to cover the amount stolen overall, Planty said. Defense attorney George Vlachos declined to speak with reporters. A telephone call to the employer was not immediately returned. Planty said that between June 2002 and November 2005, Donnelly wrote company checks for cash, petty cash, or checks payable to herself and falsely listed them as payments to vendors associated with the medical office. She used the money to "feed her pathological addiction," said Suffolk County District Attorney Thomas Spota. The average check was for less than $3,000, and Donnelly wrote them in oddly numbered amounts to avoid being caught, prosecutors said. She also would "move money around" to different accounts to elude discovery. Prosecutors said that in the first year Donnelly stole $41,261 and that the thefts increased each year, with nearly $1.4 million stolen in Source: John Commins, for HealthLeaders Media, April 11,

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37 37 Service Satisfaction Clinical Quality Positive Patient Experience 37

38 Why should I care about patients so-called experience? If patients are diagnosed accurately and treated isn t that what matters? 38

39 Unmet Expectations = One Star Patient Experiences Negative word-of-mouse or word-of-mouth Issues with hospital employer Complaints of referring MD Loss of patient trust in MD Non-adherence to treatment Rx Suboptimal clinical outcomes 39

40 1. Initiate a visible presence. 2. Check the data; correct errors. 3. No reputation is almost worse than a bad one. 4. Track your referrals in detail. 40

41 Alerts Image source: 41

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44 2. Poor Scheduling 44

45 Eye contact Conversation closings Freedom to ask MD questions 45

46 Perceived Poor value 46

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51 Online Reputation Matters Complaints, Rants and Raves 51

52 I don t have time to do all this! 52

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54 Karen Zupko