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  • How to Make Yourself COMPLAINT-PROOF!

    Nov 21, 2016

    Do you ever wonder who gets complained about? Look around at your colleagues and play a little game of detective with yourself.

    One way to start is to find someone who is rude—in writing or in person. A very high percentage of our complaints stem from inappropriate lapses in what you might call “customer service” in any other business.

    If rudeness doesn’t seem bad enough, find a physio who does not provide a thorough explanation before they touch the patient. Many of our complaints involve concerns about some element of consent. In lots of cases, the patient was hurt or surprised by the touch or the mobilization. In any other context (say at the movie theatre or in line at the bank), that kind of invasion of privacy would be considered assault.

    Finally, and you won’t have to look far to find one of these, find a PT who has not ensured that both his or her patient charts and billing records are complete and accurate. A good proportion of our complaints come from people who don’t believe that physiotherapy was appropriately provided.

    In many, many (far too many) of these cases, when we try to line up the billing invoices with the patient charts, we see records that don’t include treatment goals, objective progress measures or indication that there was regular reassessment.

    Honestly folks, from the perspective of a third party (like a Committee or insurer reviewing the records) if you didn’t write it down, the conclusion will be that you did not do it.

    These are our top 3 categories of complaint, for sure.

    There are others, of course: among them, we hear from patients who doubt that the physio properly identified what was wrong with them; we hear from peers about off-side advertising practices; we hear from patients whose physios sold them products they feel were unnecessary or too expensive; we hear plenty of complaints about outright fraud and on occasion, horribly, we hear from patients who felt sexually abused by their physiotherapist

    And we investigate them ALL.

    Investigations are time-consuming and stressful for the physiotherapist and for the complainant.

    So if you want to make your practice complaint-proof, here are my top four tips:

    1. Treat all your patients like cherished customers whose permission you need for every element of the transaction.
    2. Keep your financial and patient records clear and thorough.
    3. Sincerely pursue opportunities for continuing education (including talking over new developments and tough cases with trusted colleagues).
    4. Never, never, never breach patient-provider boundaries.

     

    Do you ever wonder who gets complained about? Look around at your colleagues and play a little game of detective with yourself. One way to start is to find someone who is rude—in writing or in person. A very high percentage of our complaints stem from inappropriate lapses in what you might call “customer service” […]
    Full story
    • billing
    • Boundaries
    • Consent
    • Fraud
    • Patients
    • Policy
    • Professionalism
    • Reporting
    • Standards
    • The College
  • My Big Fat Deal of the Day

    Oct 21, 2016
    Full story
    • Patients
    • Policy
    • Professionalism
    • Standards
    • The College
    • advertising
    • Advertising Standard
    • College
    • College of Physiotherapists of Ontario
    • Deal
    • Groupon
    • physiotherapists
    • physiotherapy
    • WagJag
  • Backstage Pass: So, What’s the College Really Like?

    Sep 12, 2016
    Having spent the last five weeks at the College doing my final clinical placement, I was able to gain insight into processes that, as a physiotherapy student, most are not exposed to. Going in I was aware (as I’m sure my peers are) of things like the complaints process and practice assessments when I thought […]
    Full story
    • Consent
    • Professionalism
    • Standards
    • The College
    • College
    • College of Physiotherapists of Ontario
    • investigations
    • Patients
    • physiotherapists
    • physiotherapy
    • protect the public
    • public
    • public interest
    • quality care
    • scope of practice
    • self-regulation
  • You’re 10 times better than the clinic next door and twice as good looking!

    Jul 25, 2016
    Chances are that if you are reading this blog, you will also have noticed that our Advertising Standard is up for review. Do you know that it is likely our most breached Standard? And I’m sure that you did not know that as soon as the new Standard is finalized, we will begin to actively […]
    Full story
    • Policy
    • Professionalism
    • Standards
    • Transparency
    • advertising
    • advertising regulations
    • blog
    • clinics
    • College
    • College of Physiotherapists of Ontario
    • comment
    • CPO
    • generate discussion
    • health care
    • patient safety
    • Patients
    • physical therapists
    • physiotherapists
    • physiotherapy
    • protect the public
  • Let’s Get Strategic

    May 25, 2016
    Whoever first said ‘time flies’ could have been talking about the strategic planning cycle. Four years ago—a month after I had started working at the College― Council met to develop a strategic plan. They set three goals that we’ve been working hard to achieve, goals to ensure that physiotherapy regulation in Ontario focussed on things […]
    Full story
    • Policy
    • Standards
    • College of Physiotherapists of Ontario
    • physical therapists
    • physiotherapists
    • Shenda Tanchak
  • STOP IT BEFORE YOU GET IN TROUBLE! A RANT.

    Apr 05, 2016
    I am receiving more and more reports about physiotherapists sending patients for personal training or Pilates and enabling patients to submit receipts for these services under the physiotherapist’s registration number. Guess what? In many cases this is inappropriate and you could get in serious trouble. The ONLY time that your credentials can be used to […]
    Full story
    • Policy
  • When Breaking Up is Hard to Do

    Feb 09, 2016
    You’ve been seeing Janet for several months. She’s an elderly widow who first came to you following a knee replacement. She recovered quite well and is ready to be discharged. The problem is, Janet really likes you and wants to continue coming for therapy. She makes weekly appointments for the treatment of back pain. But, you are […]
    Full story
    • Policy
  • Are Great Practitioners At Risk of Losing Their Reputation?

    Jan 20, 2016
    There was a BBC headline that caught my eye not too long ago: “Athletics doping: What happens if trust goes out of sport?”* It was about the results of an independent commission set up by the World Anti-Doping Agency, but it could have been about your profession. It could have been physiotherapists. I have to […]
    Full story
    • Policy
  • How Will You Stay Inspired in 2016?

    Jan 08, 2016
    Guest Blogger: Shari Hughes, PT I just read something inspiring—so inspiring in fact, that I want to share it with my fellow PTs. Here it is: “Our quest [as health care providers] is clear…It’s a search for meaning in the value of the person who has come to honour us with his or her quest […]
    Full story
    • Professionalism
    • 27th Annual National Forum on Quality Improvement in Health Care
    • College
    • College of Physiotherapists of Ontario
    • CPO
    • Don Berwick
    • health care
    • IHI
    • Institute for Healthcare Improvement
    • Patients
    • physical therapists
    • physiotherapists
    • physiotherapy
    • quality care
  • Shout, Shout – Let it All Out!!!

    Dec 11, 2015
    You Talk. We Listen.  By now you know we’ve been working hard to consult about the potential for clinic regulation in Ontario. The one and only thing about the consultations that has disappointed me is the suspicion I’ve encountered about the consultation process itself. It appears that many people seem to think that our working […]
    Full story
    • Policy
    • blog
    • clinic regulation
    • clinics
    • College
    • College Council President
    • College of Physiotherapists of Ontario
    • comment
    • Consent
    • consultation
    • CPO
    • health care
    • Patients
    • physical therapists
    • physiotherapy clinics
    • protect the public
    • Registrar
    • Shenda Tanchak
    • Shenda's Blog

Contact the Practice Advisor

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practiceadvice@collegept.org
416-591-3828 ext. 241
1-800-583-5885 ext. 241