Clinical Directors Toolkit
Clinician Performance and Expected Behaviors
Submitted by Eladio Pereira, MD, FACP
Credit: American College of Physician Executives Course: “Managing Physician Performance
Six Dimensions of Physician Performance
Technical care/core competency
Quality of service/patient relationships
Productivity/practice management
Resource utilization
Team relationships
Contribution to the community/organization
Technical quality-of-care and core competency
-Maintains a high level of competency and knowledge
-Provides feedback to other providers about clinical issues and guidelines
-Willingly participates in quality case reviews and chart reviews
-Complies with adopted clinical guidelines
Participates in Quality Improvement Plan
-Receptive to audits and other types of clinical reviews
-Analyzes suggestions given as a result of clinical reviews
-Promote the integrity of the medical staff by practicing excellent care
-Board certification and recertification
-Completing and providing evidence of necessary CME hours
-Provide lectures to other providers
Quality of Service and Patient Relationship
-Treat all patients with courtesy and respect-there will be no exceptions
-Conveys empathy verbally and nonverbally
-Must package the visit in a cordial manner
-Greets patients with a smile and acknowledges him/her by name
-Listens to patients’ concerns
-Sits down when taking a history
-Ensures privacy and shows concerns
-Does not discuss patients’ issues in the hallway
-Provides clear instructions
-Ask questions at the end of the visit
-Maintains a high score in patient satisfaction surveys
Productivity and Practice Management
Agrees to follow established policies and procedures
Starts the clinic on time
Call if he/she is going to be late
Requests days off in advance
Accepts additional patients when needed
Takes additional call when needed
Accommodates urgent patients
Tries to maintain an efficient patient flow
Maintains a good medical records
Writes legibly
Documents all phone conversations with patients
Reinforces with staff that waiting patients should be updated every 10 minutes
Assists other providers when needed
At the end of the day, ask other providers if they need assistance
Minimizes rescheduling of patients and provides direction when it occurs
Be flexible
Return messages the same day
Dictates operative report immediately after the procedure
Maintain productivity standards
Minimize rescheduling of patients
Foul and abusive language is prohibited
Resource utilization/economic efficiency
Participates in discussions of data
Provides ideas on how to improve efficiency, quality and production
Participates in coding training and use the appropriate codes
Cooperate with hospital discharge efforts
Team Relationships
Seeks input from others
Resolves conflict with peers in a private setting
Demonstrates courtesy and respect to the staff
Refrains from negative comments about peers in public and in the medical record
Signs out patients to the covering physician
Takes call voluntarily when a partner is ill
Exhibits professional behaviors at all times
No gossip
Listens to the concerns of colleagues
Sign out patients to covering physicians
Develops leaderships skills
Contribution to community/organization
Participates in Health Center’s activities
Provides lectures to patients and providers
Participates in medical staff meetings and suggests agenda items for discussion
Participates in committees- MCHC, HCH
Write an article for the local paper
Participates in the Health Fair
Physician Performance
We want the best
Expectations are described
Excellence is only achieved with dedication and commitment
A group practice is different than solo practice
Remember the reason we are here
Six Dimensions
Discuss with peers and medical directors is problems arise
If problems are recognized, establish a plan of action
Be receptive to others’ ideas
Do not blame others for negative outcomes