Webcare: Management and Response to Patient Posts Online

ASHRM Webinar Series
Monday, December 14 at Noon CT
Speakers: John Serpe, Taylor K. Taylor
Member: $39.00
Non-Member: $99.00
CE Credit: 1

 

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This educational session will provide participants with the opportunity to formulate appropriate responses to patient complaints, grievances, and medical questions posted online in light of HIPAA.

The Internet has provided a largely unfiltered platform for patients to air their grievances to the world. A patient may identify nurses and physicians by name and even post details about their own perceived medical care across various social media platforms. But how is a health care facility to respond to protect its reputation and dispute allegations under the restrictions of HIPAA? This educational session will provide participants with the opportunity to formulate appropriate responses to patient complaints, grievances, and medical questions posted online in light of HIPAA. Participants will also employ the CMS guidelines for responding to patient grievances and will have the opportunity to share similar experiences and discuss how their facility has responded to such complaints.

Objectives:

  • • Explain the risks and opportunities that health care risk managers face when responding to patient posts online
  • • Formulate appropriate responses to various types of patient posts online, including grievances, medical questions, and notes of appreciation
  • • Comply with CMS regulations for investigating and handling a patient grievance

 

ASHRM CE Credits 1.0
CNE Credits 1.0
Webinar Date Monday, December 14 at Noon CT

For questions regarding this webinar, contact ASHRMEd@aha.org

Speaker Bios

 

John Serpe has more than 35 years of experience as a trial lawyer, specializing in medical malpractice and pharmaceutical defense, health care liability, health care advising and health care law, as well as general litigation. He has tried more than 35 cases to verdict. John has been lead counsel in the defense of hospitals and physicians in a broad range of cases involving such issues as catastrophic injury, neurological damage, paralysis, limb loss, death, sexual misconduct and psychological injury.

Taylor K. Taylor joined Serpe, Jones, Andrews, Callender & Bell PLLC as an associate in September 2015. Her primary practice area is litigation, focusing on medical malpractice litigation. Taylor’s practice covers all phases of the litigation process including discovery, motion practice and trial preparation. Taylor earned her J.D. from South Texas College of Law in May 2015. During her time in law school, Taylor served as Co-Chair to the Board of Advocates and competed in numerous moot court competitions around the country. She won the award for best advocate at the 2014 National Privacy Law Moot Court Competition in Chicago and at the 2015 National Labor and Employment Law Moot Court Competition in New York City. She was also champion and winner of the best brief award at the LeRoy Jeffers Moot Court Competition in 2013. Taylor also competed as a Regional finalist of the ABA’s National Moot Court Competition in 2015. Additionally, she won first-place honors and the best-brief award at the 2015 Texas Young Lawyers Association’s State Moot Court Competition. Upon graduation, Taylor was awarded the Dean's Outstanding Advocate Award and was inducted into the National Order of Barristers.