Risk Management

May 2021 Bulletin: COVID-19 Office Practices – A Balancing Act

May 6, 2021

Dear OMIC Insureds:

COVID-19 has caused practices to make many adjustments, including limiting the number of people who can accompany a patient to an appointment or, in some cases, prohibiting anyone from accompanying a patient. While this sort of policy may help reduce the risk of virus transmission, it can also have unintended consequences. Patients with mobility difficulties risk injury from falling; in fact, OMIC’s Claims Department has seen a recent uptick in fall-related claims. In addition, practices are contacting the Risk Management Hotline for advice about handling caregivers who behave rudely or disruptively because they can’t accompany a patient.

Although office policies should be instructive and foster consistency, building in flexibility will help you navigate challenging or unexpected circumstances. For example:

• Rather than an absolute refusal to allow anyone to accompany patients, your policy could take a “tiered” approach in which persons assisting a patient can be in designated areas of the office (e.g., waiting room, hallway, exam room). Or, you can try to schedule the patient for an early or late appointment. A person accompanying a patient who doesn’t require assistance may need to wait outside.
• Ask patients ahead of time if they have mobility issues and need a caretaker to come with them. (Review OMIC’s risk management resource, Fall Prevention, for guidance on screening patients for fall risk.) Let the patient know that the caregiver needs to follow certain rules (e.g., COVID screening questions, wearing a face covering, etc.).
• If a patient arrives with a caregiver without having discussed it in advance, consider allowing the person to accompany the patient, but communicate expectations for safe and courteous behavior in the office (i.e., patient and visitor “responsibilities”). Reinforcing these rules helps you achieve COVID-safe objectives while improving patient safety relative to falls.

This kind of flexibility allows you to practice good infection control while ensuring your patients receive necessary eye care. You’re also reducing the chance of fall-related injuries (and potential claims) and encouraging calm interactions with family members and others during a stressful time.

If you have questions, contact us for confidential risk management advice at riskmanagement@omic.com. Or call us at 1-800-562-6642, enter 4 for Risk Management.

Sincerely,

Jane Mock, CPHRM, OMIC Risk Manager