PATIENT SATI S FACTION Ð - mmlis.com · practice matters: patient sati s faction Ð c u s tomer service e xcellence in a patient c are e nvironment presented by kem tolliver, bs,

PRACTICE MATTERS: PATIENT SATISFACTION – CUSTOMER SERVICE EXCELLENCE IN A PATIENT CARE ENVIRONMENTPresented by Kem Tolliver, BS, CMPE, CPC, CMOM

This interactive program will provide individuals working in a health care setting with the resources needed to improve their patients’ customer service experience. Participants will engage in discussions, conduct individual and group exercises and role play using various service scenarios.

After registering for this program, you will receive a confirmation containing a link to the course materials. Please download or print these materials before the program and bring them with you. Folders with printed materials will not be provided at the program.

DATE CODE PROGRAM FACILITY LOCATIONMon, March 12 2957 Office Staff Hilton Garden Inn RockvilleTue, April 17 2958 Office Staff MEDICAL MUTUAL Hunt ValleyTue, May 22 2959 Office Staff The Meeting House ColumbiaThu, June 28 2960 Office Staff Fairfield Inn & Suites CumberlandThu, Aug 9 2961 Office Staff Wicomico Youth & Civic Ctr. SalisburyTue, Aug 14 2962 Office Staff Courtyard Marriott WaldorfWed, Sept 5 2963 Office Staff Hilton Garden Inn FrederickThu, Oct 4 2964 Office Staff MEDICAL MUTUAL Hunt Valley

Each program begins promptly at 8:00 a.m. and ends at 10:00 a.m.

N E W ! O F F I C E S TA F F P R O G R A M

O F F I C E S TA F F P R O G R A M

Upon completion of this live activity,

participants will be better able to:

Identify customers and the role office staff plays in their care

Explore modes of listening, engaging customers, effective communication and setting expectations

Increase patient retention, improve

service recovery and mitigate risk

Service individual differences: age,

culture, gender, socioeconomics,

difficult personalities

OBJECTIVES

ABOUT THE PRESENTERKem Tolliver is the President of Medical Revenue Cycle Specialists, LLC which utilizes a team approach to Practice Management and RCM improvements. For 20 years, she has provided strategic and operational leadership to hospitals and medical practices.

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Tear out this page and give it to your office staff

2018 OFFICE STAFF RISK MANAGEMENT PROGRAM

Name:

Address:

City: State: Zip:

Office Phone #: Fax #:

Number of Employees Attending:

Names of Employees Attending:

Notes:

These are popular programs and some sessions fill up early. Please register early in the program season. A confirmation letter will be sent once your registration has been received. Registration is permitted the day of the session on a space-available basis. All fees are per person. Thank you.

Date and code number of session(s) you wish to attend:

Practice Matters: Patient Satisfaction Date Code

Program Cost: $50 per person

Number of Employees Attending:

TOTAL (Cost x # of Employees)

Please print clearly and include your check for the correct amount payable to:

OFFICE STAFF - HOW TO REGISTERProgram FeeThe program costs $50 PER PERSON.

Register OnlineYou can register online at mmlis.com and pay on our secure server with an American Express, Visa, MasterCard or Discover credit card. Our web site also provides driving directions to each program location.

Register by MailSelect the program desired and complete the rest of the form. Please print clearly! Enclose the form and a check with full payment in the envelope provided and mail to the address specified below.

Checks payable to: Med Lantic Management Services, Inc.

Mail to: Med Lantic Management Services, Inc. P.O. Box 64100, Baltimore, MD 21298-9134

ConfirmationA confirmation notice will be sent to you once we have received your registration. This confirmation will contain a link to your program materials. Please download or print these materials before the program and bring them with you. Folders with these materials will not be provided at the program.

PROGRAM SCHEDULE7:30 a.m. Registration and light breakfast8:00 a.m. Program begins8:30 a.m. Grace period ends – no one will be admitted after this time10:00 a.m. Program ends

How far in advance should I register?Walk-in registration is permitted on the day of the program on a space-available basis. However, many programs fill up weeks or months in advance, so we urge you to register early.

Can I reschedule or cancel?If you have already made a payment for a program and would like to reschedule, we will apply your payment to another program date. Due to program commitments for facilities and catering, program fees are non-refundable in the event you are unable to attend. If a program is cancelled, your payment will be refunded or applied to a new date.

FAQ

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LEGAL ISSUES: RECURRING MEDICAL MALPRACTICE TOPICS II Presented by attorneys from the law firm of Armstrong, Donohue, Ceppos, Vaughan & Rhoades, Chtd.

ABOUT THE PRESENTERSince its inception, the focus of the law firm of Armstrong, Donohue, Ceppos, Vaughan & Rhoades has been primarily on the defense of medical negligence cases, representing countless Physicians across the broadest possible spectrum of medical specialties. Along with its defense work, the firm has provided educational sessions on a number of relevant medico-legal topics.

Upon completion of this live activity, participants will be better able to:

Recognize recurring issues in interactions with patients and providers

Understand how these issues can create potential liability

Identify techniques to deal with these issues

This program will review recurring issues encountered by Physicians in interactions with patients and other providers and examine how these issues can serve as the basis for medical malpractice litigation. The discussion will include short video vignettes.


DATE CODE FACILITY LOCATIONWed, March 7 5222 Hilton Garden Inn RockvilleWed, March 14 5223 DoubleTree Hotel AnnapolisTue, March 20 5224 Hilton Garden Inn FrederickMon, April 2 5225 MEDICAL MUTUAL Hunt ValleyWed, April 18 5226 Holy Cross Hospital Silver SpringThu, April 26 5227 Peninsula Regional Med. Ctr. SalisburyTue, May 15 5228 The Meeting House ColumbiaTue, May 22 5229 Atlantic General Hospital BerlinThu, June 14 5230 Calvert Memorial Hospital Prince FrederickWed, June 20 5231 Upper Chesapeake Med. Ctr. Bel AirThu, June 28 5232 Western MD Regional Med. Ctr. CumberlandThu, July 19 5233 The University of MD Shore Chestertown Medical Center at Chestertown Thu, July 26 5234 Quality Inn EastonMon, Aug 6 5235 Best Western Hotel LanhamTue, Aug 14 5236 Old Waldorf School WaldorfWed, Aug 22 5237 Holy Cross Hospital Silver SpringMon, Aug 27 5238 Hilton Garden Inn RockvilleThu, Sept 6 5239 MEDICAL MUTUAL Hunt ValleyMon, Sept 17 5240 Laurel Regional Hospital LaurelThu, Sept 27 5241 Hager Hall Conf. & Event Ctr. Hagerstown

Each program begins promptly at 6:00 and ends at 8:00 p.m. To qualify for the premium discount and CME Credits, you must participate in the entire program.

P H Y S I C I A N P R O G R A M OBJECTIVES

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ONLINE PROGRAM: BUILD A CULTURE OF COMPLIANCE WITH THE HIPAA MODULES Created by members of MEDICAL MUTUAL’s Risk Management Department

Upon completion of this Internet enduring material activity, participants will be better able to:

Discuss the HIPAA Privacy, Security and Breach Notification Rules

Recognize identifiers that create protected health information (PHI)

Recognize situations in which confidential and protected health information can be mishandled

Identify practical ways to protect the privacy and security of sensitive information, including PHI

Recognize the consequences of improperly handling confidential information or PHI

Understand how to comply with the Breach Notification Rule

These training modules address the essential elements of maintaining the privacy and security of sensitive information and protected health information (PHI) within the medical practice.

Additional resources on HIPAA and Electronic Medical Records (EMR) are available on mmlis.com

Program code: 5291

Register for this online program at mmlis.com

ACCREDITATION STATEMENTMEDICAL MUTUAL Liability Insurance Society of Maryland is accredited by the Accreditation Council for Continuing Medical Education (ACCME) to provide continuing medical education for physicians.

DESIGNATION STATEMENTMEDICAL MUTUAL Liability Insurance Society of Maryland designates this Internet enduring material activity for a maximum of two (2) AMA PRA Category 1 Credit(s).™ Physicians should claim only the credit commensurate with the extent of their participation in the activity.

P H Y S I C I A N P R O G R A M OBJECTIVES

CLOSED CLAIM STUDY: GASTROENTEROLOGYPresented by Ronald Ginsberg, M.D. and Gregory Murray, MEDICAL MUTUAL Claims Representative

This new program will demonstrate how risk management and mitigation efforts have become focused upon the provision of high-quality procedures done in the safest manner possible and with the highest likelihood of a medically-effective outcome. Common risk factors that can lead to malpractice claims will be identified. Through an analysis of the literature and closed cases, this program will offer strategies on how to minimize risk and possibly avoid those areas. See You Should Know below

DATE CODE FACILITY LOCATIONTue, March 27 5253 MEDICAL MUTUAL Hunt ValleyMon, May 21 5254 DoubleTree Hotel AnnapolisTue, June 19 5255 Holy Cross Hospital Silver SpringMon, June 25 5256 Best Western Hotel LanhamTue, July 31 5257 Carroll Hospital Center WestminsterTue, Aug 7 5258 The Meeting House ColumbiaThu, Aug 23 5259 Western MD Regional Med. Ctr. Cumberland


P H Y S I C I A N P R O G R A M S : S P E C I A LT Y S P E C I F I C S



Identify key steps that lessen litigation risk by assuring high-quality and safe procedures

Discuss what educational steps Physicians might take to increase professional and technical competence

Discuss how to avoid claims based

on an interactive review of closed

claims involving GI care

OBJECTIVES

SURGERY: IDENTIFYING RISKPresented by Francis J. Velez, M.D. and Trace Krueger, Esquire of Baxter, Baker, Sidle & Conn, P.A.

In this program, participants will discuss surgical cases in which complications occurred as a result of patients’ anticoagulation being interrupted or not interrupted due to surgery. While it is impossible to guarantee that complications never occur, Surgeons can take measures to reduce the risk of a lawsuit after complications arise. Additionally, participants and moderators will discuss strategies and best practices for mitigating risk in these situations. See You Should Know below

DATE CODE FACILITY LOCATIONThu, March 8 5260 The Meeting House ColumbiaWed, April 25 5261 MEDICAL MUTUAL Hunt ValleyTue, May 29 5262 Best Western Hotel LanhamWed, Aug 15 5263 Suburban Hospital BethesdaMon, Sept 17 5264 MEDICAL MUTUAL Hunt Valley


Upon completion of this live activity, participants will be better able to:Appreciate the litigation risks with anticoagulation management in the perioperative periodUnderstand how complications arising from anticoagulation management can lead to malpractice lawsuitsAssess and improve methods of mitigating risks associated with anticoagulation management in surgical practice

OBJECTIVES

You Should Know:After registering for this program, you will receive a confirmation containing a link to the course materials. Please download or print these materials before the program and bring them with you. Folders with printed materials will not be provided at the program.

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You Should Know:After registering for this program, you will receive a confirmation containing a link to the course materials. Please download or print these materials before the program and bring them with you. Folders with printed materials will not be provided at the program.

PRIMARY CARE: PATIENT SAFETYPresented by Daniel Kohn, M.D. and Michael Doll, MEDICAL MUTUAL Risk Management Specialist

This specialty specific program will help providers understand the issue of patient safety as it relates to the delivery of health care. The program will also feature an interactive discussion of closed medical malpractice claims in the primary care setting. See You Should Know below

OB/GYN: ACOG PRACTICE CHECKLISTPresented by Steven Berlin, M.D. and Gregory Murray, MEDICAL MUTUAL Claims Representative

This seminar will review the use of checklists and their ability to help providers improve the safety of health care delivery. It will also include an interactive discussion of closed medical malpractice cases in the OB/GYN setting. See You Should Know below

DATE CODE FACILITY LOCATIONThu, March 22 5242 Quality Inn EastonThu, April 19 5243 Western MD Regional Med. Ctr. CumberlandMon, April 30 5244 Calvert Memorial Hospital Prince FrederickMon, May 7 5245 MEDICAL MUTUAL Hunt ValleyWed, May 16 5246 Hilton Garden Inn FrederickThu, May 24 5247 Laurel Regional Hospital LaurelThu, June 21 5248 Peninsula Regional Med. Ctr. SalisburyThu, Aug 30 5249 Colony South Hotel ClintonTue, Sept 4 5250 Upper Chesapeake Med. Ctr. Bel AirMon, Sept 24 5251 St. Mary’s Hospital LeonardtownTue, Sept 25 5252 MEDICAL MUTUAL Hunt Valley


DATE CODE FACILITY LOCATIONTue, April 3 5285 The Meeting House ColumbiaThu, May 3 5286 MEDICAL MUTUAL Hunt ValleyWed, June 27 5287 Suburban Hospital BethesdaThu, Sept 20 5288 MEDICAL MUTUAL Hunt Valley





Identify the concepts associated with patient safety in an ambulatory setting

Incorporate these concepts into the

daily delivery of medical care

Recognize risk issues in primary care medicine

Upon completion of this live activity, participants will be better able to:Understand how the use of checklists can help improve the safety and efficiency of health care deliveryIdentify the limitations of these checklists Recognize risk issues in OB/GYN

OBJECTIVES

OBJECTIVES

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OPHTHALMOLOGY: EYEBALLING RISKPresented by Alan Malouf, M.D. and Neal Brown, Esquire of Waranch & Brown, LLC

This program will review recent cases, explore new risk issues in ophthalmology and discuss the human dimension in ophthalmic risk management.


DATE CODE FACILITY LOCATIONMon, March 19 5275 MEDICAL MUTUAL Hunt ValleyTue, April 24 5276 Hilton Garden Inn RockvilleThu, June 7 5277 The Meeting House ColumbiaMon, Aug 13 5278 MEDICAL MUTUAL Hunt ValleyWed, Sept 26 5279 DoubleTree Hotel Annapolis





Identify risk issues from a review

of ophthalmology medical malpractice claims

Recognize new areas of risk for the ophthalmologist

Understand how human factors can

affect the outcome

OBJECTIVES

EMERGENCY MEDICINE: RECURRING RISK ISSUESPresented by Daniel Kohn, M.D. and J. Eric Rhoades, Esquire of Armstrong, Donohue, Ceppos, Vaughan & Rhoades, Chtd.

There are many clinical and legal risk factors facing our emergency medicine Insureds. This course has been developed with those issues in mind. Participants will gain an understanding of multiple issues of clinical and legal risk surrounding the practice of medicine in the emergency department. This “magazine” style course will showcase several vignettes and case studies to analyze risk issues including discharging against medical advice, written and verbal discharge instructions, engaging consultants and arranging consultations and much more.


DATE CODE FACILITY LOCATIONMon, March 26 5280 Suburban Hospital BethesdaMon, May 14 5281 MEDICAL MUTUAL Hunt ValleyMon, May 21 5282 The Meeting House ColumbiaMon, June 18 5283 DoubleTree Hotel AnnapolisThu, Aug 9 5284 Peninsula Regional Med. Ctr. Salisbury


Upon completion of this live activity, participants will be better able to:Identify clinical and legal risk issues associated with discharging patients AMAUnderstand how to incorporate consultations into the care for the patientReview and develop strategies to mitigate potential risk issues in the emergency departmentAnalyze and review several cases focusing on trends in emergency medicine risk management

OBJECTIVES

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PEDIATRICS: BIG RISKS COME INSMALL PACKAGES 2.0Presented by Erica Mudd, Esquire of Armstrong, Donohue, Ceppos, Vaughan & Rhoades, Chtd.

This new program will address recurring topics in pediatrics including, but not limited to: mandatory reporting requirements; dealing with difficult patients/parents and situations; social media do’s and don’ts, etc. Video vignettes will be utilized to supplement the discussion.


DERMATOLOGY: RISK MANAGEMENT PITFALLS IN DERMATOLOGYPresented by Robert Weiss, M.D., F.A.A.D., F.A.C.Ph and Brian Lewis, MEDICAL MUTUAL Claims Representative

This program will review several closed malpractice claims, focusing on situations from which a claim may arise and how to take a proactive approach to identify and mitigate potential risk situations before they reach that point.


DATE CODE FACILITY LOCATIONThu, March 15 5269 MEDICAL MUTUAL Hunt ValleyThu, April 5 5270 DoubleTree Hotel AnnapolisThu, May 31 5271 Holy Cross Hospital Silver SpringTue, June 5 5272 Colony South Hotel ClintonThu, Aug 16 5273 Hilton Garden Inn FrederickTue, Sept 25 5274 The Meeting House Columbia


DATE CODE FACILITY LOCATIONTue, March 13 5265 The Meeting House ColumbiaWed, June 13 5266 MEDICAL MUTUAL Hunt ValleyTue, July 17 5267 Suburban Hospital BethesdaThu, Sept 20 5268 DoubleTree Hotel Annapolis





Understand Maryland’s mandatory

reporting laws and how they impact pediatric practices

Address patient (and family) expectations in a responsible and

caring way

Identify current and emerging risks

in EMR and social media

Upon completion of this live activity, participants will be better able to:Identify situations which may give rise to a claim of medical malpracticeUtilize best practices, including thorough documentation, to proactively protect against future claimsUnderstand the role of communication and interaction with patients in mitigating risk

OBJECTIVES

OBJECTIVES

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RISK ISSUES IN SURGICAL PATHOLOGY AND CYTOPATHOLOGYPresented by Arthur McTighe, M.D. and Rob Maynard, Esquire of Armstrong, Donohue, Ceppos, Vaughan & Rhoades, Chtd.

Although it is rare for Pathologists to meet with patients directly, that does not mean that they do not have liability risk. This program will focus on risk management and medico-legal issues relevant to Pathologists and those Physicians to whom pathology reports are directed.


DATE CODE FACILITY LOCATIONWed, Sept 5 5289 Holy Cross Hospital Silver SpringThu, Sept 13 5290 MEDICAL MUTUAL Hunt Valley



P H Y S I C I A N P R O G R A M S : C A S E I N P O I N T



Understand the litigation process

(i.e., tort law, the theory of negligence, standard of care)

Identify communication issues in pathology practice that impact the

litigation process

Understand the role of the Pathologist as a witness or party in

a civil case

OBJECTIVES

HOW CASE IN POINT WORKSInterested Physicians can register for a Case in Point home study course by selecting the desired topic online or on the registration form found in the back of this brochure. The cost is $60 PER PERSON.

Participants will receive a copy of the Case in Point book by mail. To satisfy the requirements of the course, participants must read the book and complete a short post-test at the conclusion. Participants will also be asked to complete an evaluation form. The finished post-test and evaluation form should be mailed back to MEDICAL MUTUAL in the postage-paid envelope included with the book.

The cut-off date to register for Case in Point is December 1, 2018.Completed tests and evaluations are due no later than December 15, 2018.

Participants who successfully complete a Case in Point course will receive the same 5% premium discount that they would receive for attending a live activity.

All Case in Point courses are authored by members of MEDICAL MUTUAL’s risk management, claims, communications, policy information and legal departments.


DESIGNATION STATEMENTMEDICAL MUTUAL Liability Insurance Society of Maryland designates this enduring material for a maximum of two (2) AMA PRA Category 1 Credit(s).™ Physicians should claim only the credit commensurate with the extent of their participation in the activity.

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CASE IN POINT III: FAILURE TO DIAGNOSECase in Point III examines closed medical malpractice claims that have diagnostic error as their core allegation. The selected cases illustrate an all-too-common theme presented in a variety of clinical situations where a Physician’s failure to diagnose a patient properly led to a lawsuit.

RELEASE/REVIEW DATE This educational activity was released on February 1, 2016 and expires on February 1, 2019. Please note that once you have completed the program, it will not be made available to you again during the release period of three years.

CASE IN POINT II: DOCUMENTATION

CASE IN POINT: COMMUNICATIONCase in Point is a publication consisting of closed medical malpractice claims focusing on the larger issue of communication within the health care setting. The cases serve as illustrations of how good communication might have made the difference in a patient’s ultimate outcome or the defensibility of a claim.

RELEASE/REVIEW DATE This educational activity was reviewed on February 1, 2018. It was originally released on February 1, 2012 and currently expires on February 1, 2021. Please note that once you have completed the program, it will not be made available to you again during the release period of three years.

Upon completion of this enduring material, participants will be better able to:

Understand how communication breakdowns can lead to patient injury and medical malpractice lawsuits

Gain added insight into the prevention of communication errors

Implement strategies to improve communication skills


Identify what constitutes an allegation of failure to

diagnose in a malpractice lawsuit

Recognize the role of the medical record in preventing diagnostic errors

Increase Physician-patient communication and patient participation in their own health care

Implement changes in practice to minimize delay

in diagnosis or failure to diagnose


Identify weaknesses in the medical record that can result in miscommunication and poor patient outcomesUnderstand the role of the medical record as crucial evidence in medical malpractice litigationRecognize how strong documentation can prevent litigation

OBJECTIVES

OBJECTIVES

OBJECTIVESCase in Point II is our second risk management publication featuring a series of closed-claim scenarios that focus on issues involving medical record documentation. The selected cases serve to provide the reader with situations in which poor or non-existent documentation created patient safety issues and allegations of negligent treatment for the Physician.

RELEASE/REVIEW DATE This educational activity was reviewed on February 1, 2016. It was released on February 1, 2013 and expires on February 1, 2019. Please note that once you have completed the program, it will not be made available to you again during the release period of three years.

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DESIGNATION STATEMENTMEDICAL MUTUAL designates this live activity for a maximum of two (2) AMA PRA Category 1 Credit(s).™ Physicians should claim only the credit commensurate with the extent of their participation in the activity.

DISCLOSURE POLICYIt is the policy of MEDICAL MUTUAL to ensure balance, independence, objectivity and scientific rigor in all its sponsored educational activities. All faculty participating in activities sponsored by MEDICAL MUTUAL are expected to disclose to the program participants any relevant financial relationships related to the content of their presentation(s).

How far in advance should I register?Walk-in registration is permitted on the day of the program on a space-available basis. However, some program locations have limited seating and may close to registration weeks or months in advance. We urge you to register early in the program season. Can I reschedule or cancel?If you have already made a payment for a program and would like to reschedule, we will apply your payment to another program you choose. Due to program commitments for facilities and catering, program fees are non-refundable in the event you are unable to attend. What if the program is cancelled?MEDICAL MUTUAL reserves the right to cancel a scheduled program due to insufficient registration. If a program is cancelled, your payment will be refunded or applied to a new date. For additional questions…If you need additional information, or have questions about our programs, call our Risk Management Services Department at 410-785-0050 or toll free at 800-492-0193. Current program information, driving directions and online registration are also available at mmlis.com

FAQ

Program FeeThe first program costs $60 PER PERSON. If you wish to attend more than one program, each additional program costs $30 PER PERSON, a savings of 50%!

Register OnlineYou can register online at mmlis.com and pay on our secure server with an American Express, Visa, MasterCard or Discover credit card. Our web site also provides driving directions to each program location.

Register by MailSelect the program desired and complete the rest of the form. Please print clearly! Enclose the form and a check with full payment in the envelope provided and mail to the address specified below.

Checks payable to:Med Lantic Management Services, Inc.

Mail to:Med Lantic Management Services, Inc.P.O. Box 64100Baltimore, MD 21298-9134

ConfirmationA confirmation notice will be sent to you once we have received your registration. This confirmation will contain a link to your program materials. Please download or print these materials before the program and bring them with you. Folders with these materials will not be provided at the program.

Program Schedule5:30 p.m. Registration and light dinner6:00 p.m. Program begins6:30 p.m. Grace period ends – no one will be admitted after this time8:00 p.m. Program ends

DinnerFor your convenience, a light dinner is served before each program. If you require a Vegetarian or Kosher meal, please note this request on your registration form. Special dietary needs cannot be accommodated at all locations.

You MUST participate in the entire program to qualify for a 5% discount and CME credits. We will count in attendance only those participants who are signed in within the first 30 minutes of the program. Late arrivals or early departures will not be considered present for satisfaction of the premium credit or CME and will be expected to attend a later program to qualify for the premium credit or CME.

CME CREDITS & PREMIUM DISCOUNTCME CreditsEach program is worth a maximum of two CME Credits, commensurate with the extent of your participation in the program.

Premium DiscountA 5% Risk Management premium discount will be given on all Year 2019 medical professional liability renewal policies to MEDICAL MUTUAL members who attendany one of the Physician educational programs offered.

HOW TO REGISTER

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Documents

PATIENT SATI S FACTION Ð - mmlis.com · practice matters: patient sati s faction Ð c u s tomer service e xcellence in a patient c are e nvironment presented by kem tolliver, bs,