For Physicians

Why Civility Mutual?

Two Major Problems, One Solution

Ineffective communication between providers is the major factor in malpractice and patient safety violations:

1. Risk managers of medical malpractice insurance companies agree that communication and interpersonal failures account for over 80% of malpractice claims
2. The Joint Commission for Accreditation of Healthcare Organizations (JCAHO), the primary accrediting body of healthcare organizations in the United States (and world-wide), has found that communication failures are the root cause of 65% of all sentinel events and 73% of sentinel events end in death

In brief, poor provider communication skills reduce patient trust in providers, leads to errors and reduce the likelihood of a quality outcome. This drives healthcare and malpractice insurance costs ever-upward.

Key Research

Civility Mutual has collected survey data that demonstrates a huge opportunity for patient-centered healthcare, based on enabling more effective communication between provider and patient.

Patients: Over 60% of patients indicate they would switch from their current provider to one who is a Certified Patient Centered Provider of Healthcare

Physician Member Benefits
Our Physician Members reap the benefits that naturally promote a patient-centered practice, including:

• Quality patient-provider relationships
• Reduced frustration through enhanced communication effectiveness
• Increased patient and provider satisfaction
• Dramatically lower risk of malpractice
• Increased profitability through patient attraction and retention
• Becoming a Certified Patient Centered Provider of Healthcare

Members may also benefit by meeting certain regulatory requirements, such as:

• JCAHO requirements/standards including RI.2.90, 2.10, and 2.220 (apology, disclosure and culturally-competent care)
• JCAHO National Patient Safety Goals (Effective communication and handoff standards)
• Communication requirements likely to be instituted by the American Board of Medical Specialties for re-certification
• Physician members have the opportunity to earn 13.5 CME credits upon completion of the program

Your Membership Includes:

  Tools

• 360-degree leadership feedback tool
• eTrax on-line Patient Satisfaction tracking tool
• Provider Effectiveness Assessment- communication effectiveness assessment
• Employee satisfaction survey tool (Coming soon!)
• Culturally and educationally-sensitive informed consent process
• Patient Handoff Communication Tool

Education & Training

• Cultural Sensitivity for healthcare providers, on-line course, coming in 2008
• Healing Words: Apology and disclosure training and the 5Rs, on-line course
• Access to on-line library of publications and resources
• On-line videos:  Healing Words lecture; Seven Common Leadership Missteps of Physicians
• In A Blink:  The 3As: Awareness, Assessment and Adapting to patient communication needs, on-line course coming in 2008.
• Claims avoidance procedure (disclosure/transparence process)
• Video vignettes for training and educational purposes
• Personal Leadership in Healthcare, on-line course coming in 2008

Certified Patient Centered Provider of Healthcare

Certification will be issued if requirements are met annually.  A wall certificate and window sticker will show your patients and employees that you are committed to quality healthcare and creating a civil workplace based on patient-centered care.

Certificate of Membership

All members will be provided with an electronic Certificate of Membership which can be printed and displayed.

Membership Fee: $450

Become a Member