decisionhealth Newsletters, Part B News - 2025 Issue 9 (September)
Preventive measures, appropriate responses reduce litigation risks
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Article Overview
This practice management article outlines how medical offices can reduce litigation risk when dealing with dissatisfied, threatening, or already litigious patients. It focuses on staff communication, patient expectations, documentation, handling complaints, when to involve risk management and insurers, and how to approach patient termination in a legally careful way. The piece is aimed at physicians, practice managers, supervisors, and staff who handle patient relations and operational risk.
Why This Topic Matters
Patient disputes can quickly become legal, operational, and reputational problems for a practice. This article helps readers understand the broad categories of preventive steps and response protocols that support safer patient interactions and more consistent practice management.
Article Sections
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Take a preventive approach
Introduces preventive risk management and communication practices for reducing tension before disputes escalate. Discusses broad staff behavior, professionalism, and patient interaction themes.
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Set standards for your patients
Covers the use of conduct and treatment expectation agreements to establish boundaries and clarify practice expectations. Also addresses setting standards for patient behavior toward staff.
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Document disputes and other problems
Explains the importance of documenting complaints, hostile interactions, and other concerns in a careful and professional manner. Also addresses escalation, reporting, and preserving records.
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Follow 3 more best practices
Summarizes additional response strategies for handling patient concerns, involving appropriate internal and external contacts, and avoiding harmful statements or reactions.
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Avoid these 6 ‘worst practices’
Lists common behaviors and responses that can increase risk when dealing with difficult or potentially litigious patients. Focuses on avoiding poor communication, record-handling problems, and unrealistic expectations.
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Final step: Termination
Outlines general considerations for ending a patient relationship and the need to follow applicable legal and contractual requirements. Also notes issues related to continuity of care and emergency treatment obligations.
What You Will Learn
- How medical practices can reduce litigation risk through preventive communication and patient management
- How to establish and apply patient conduct expectations in a practice setting
- Why documentation and careful internal escalation matter when disputes arise
- What general response patterns to avoid when a patient is threatening or unhappy
- What broad considerations are involved in terminating a patient relationship
Who Should Read This
- Physicians
- Practice managers
- Office staff
- Supervisors
- Practice owners
- Health care administrators
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