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02/09/2018 Joel Lang, DPM
Template for Credit Card Collections of Deductibles (Joseph Borreggine,DPM)
I have great respect for Dr. Borreggine’s practices and knowledge, but do not like the wording and tone of his “Podiatric Treatment Plan”. Though I am retired and practiced podiatry ‘when Lincoln was a child’, I don’t think people change that much. I always felt the doctor-patient relationship was much different from a customer- business relationship. A relationship with a patient is much more personal than the one they have with their home improvement contractor. Therefore, my documents and forms had a different (conversational) tone rather than that of a legalistic relationship. For example, my initial intake form where patients fill out basic information of name, address, medical information, etc. was not titled “Patient Information Form”. It was titled “Let’s Get Acquainted”. As a financial planner, my new client form has the same title. Dr. Borreggine’s form has negative phrases such as: “Lack of compliance”, “additional charges”, ‘unforeseen complications”, describing what will happen when bad things happen. It tells the patient what will happen when the relationship turns from cooperative to adversarial. The form should ‘assume’ it would never become adversarial. All these items can be more positive. I think that a plan and cost of treatment can be offered in a personal conversation and payment arrangements can be discussed personally with the patient, either by the doctor or by an office assistant. I was never uncomfortable discussing fees with a patient. This form requiring a signature and even a “witness” signature smacks of legal forms but actually has no force of law. If the patient does not pay, you still have to resort to collection agencies and suits, which does not change with or without the form. Another phrase “Credit card information will not be kept on file, hence a new form of payment must be provided when services rendered.”, seems overly legalistic. Who says “hence”? I might say: “To protect your privacy, we don’t keep your credit card number, so we may ask for it whenever you provide an additional payment”. This indicates a “privacy benefit” to the patient and gives the impression that required payments are really their choice. I can make multiple other suggestions, but in summary, I think all forms given to patients should have a conversational tone, as if you are giving this information verbally. It should not sound like it came from your lawyer’s office. Patient acceptance of your care is not primarily based on your expertise, since the patient has no way of really evaluating that. People respond more to a chemistry of connection they feel with you, their sense of welcome, and the comfort level with your staff and your office.
Joel Lang, DPM, (retired),Cheverly, MD
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