Risk 149

Course overview

Hour 1 *Distinguish Constitutionally protected expression contributing to a healthy marketplace, from defamatory reviews that damage doctors and impede intelligent consumer activity. *Explain what triggers patient complaints and discuss how their constructive information improves healthcare services. *Identify how patient complaints can compromise doctors' health, devastate their businesses, impede professional performance, and compromise patient outcomes. *Express how doctors may shape doctor-patient relationships so as to reduce the likelihood and frequency of patient complaints. Hour 2 *Illustrate how a doctor's proactive remedial behavior can mitigate the incidence and severity of formal disciplinary actions and litigation generally. *Explain the power traditionally ascribed to word-of-mouth recommendations and how current social media review systems leverage this power. *Discuss how the Consumer Review Fairness Act restricts prohibitions against posting negative reviews. *Describe how a complaint navigates a state Board disciplinary process and factors regarding appeal. *Illustrate the financial and reputational costs that attend doctors responding to negative complaints and/or initiating litigation against patients.