Week 1 - Day 2 Flashcards
(92 cards)
1
Q
What are the three pricing approaches?
A
- Cost-based pricing (price relative to costs)
- Competition-based pricing (price based on competition)
- Demand-based pricing (i.e. prestige, high price = high quality)
2
Q
What are three things to consider when choosing a place?
A
- Accessibility
- Proximity
- Facility Planning
3
Q
What are the 5 types of promotion?
A
- Advertising
- Direct Marketing
- Personal Selling
- Public Relations
- Sales Promotion
4
Q
What is the definition of advertising?
A
Publicity and non-media efforts that are paid for and controlled by an organization.
5
Q
What is direct marketing?
A
Direct to the consumer, non-paid (ex: thank you emails, thank you notes to physicians)
6
Q
What is personal selling?
A
“Please tell your friends about us!”
7
Q
What is the most powerful method of referral sources?
A
Word of mouth
8
Q
What are the 7 Ps of marketing?
A
- Product
- Price
- Place
- Physical Evidence
- Process
- People
- Promotion
9
Q
What is the SWOT?
A
Internal Positives: Strengths
Internal Negatives: Weaknesses
External Positives: Opportunities
External Negatives: Threats
10
Q
What is the introduction stage characterized by?
A
New service being brought to market. Sales are low, expenses high and there are expected financial losses. Investing in marketing and sales has to be higher.
11
Q
What is the growth stage characterized by?
A
Profits and sales increase rapidly. Marketing options include: doing nothing or reinvesting in marketing again - #alwaysbemarketing
12
Q
What is the maturation stage characterized by?
A
High volume and profit with little investment needed in promotion.
13
Q
What is the decline stage characterized by?
A
Decreasing popularity and market share.
14
Q
What can you expect for same store growth year after year?
A
Generally in intro phase: 10% or more.
Growth or maturation phase: 5-10%
Decline Stage: 3%
15
Q
What is marketing?
A
the science of meeting the needs (or wants) of a customer by providing valuable products to customers by utilizing the expertise of the organization, while at the same time, achieving organizational goals.
16
Q
What are the 5 areas of marketing?
A
- Strategy
- Tactic
- Identifying Relationships
- Maintaining Relationships
- Creating Value
17
Q
What is selling orientation vs. market orientation?
A
marketing efforts directed towards selling what the organization has vs. marketing directed toward creating new customers (and retaining existing customers).
18
Q
What is market segmentation? What 4 variables might we consider when looking at this?
A
Macro Level: general population - general needs with many offerings to choose from
Micro Level: groups with specific needs and fewer offerings to choose from
- Demographics
- Geographics
- Psychosocial
- Behavioral
19
Q
What are the stages of negotiation?
A
- Analysis
- Planning
- Discussion
20
Q
What are the 3 types of negotiation?
A
- Soft
- Hard
- Principled Negotiation
21
Q
What is principled negotiation?
A
Decide issues on their merits rather than through a haggling process focused on what each side says it will and won’t do.
22
Q
What are the four points of principled negotiation?
A
- People
- Interests
- Options
- Criteria
23
Q
How does addressing people work in principled negotiation?
A
Separate people from the problem.
24
Q
How does addressing interests work in principled negotiation?
A
Find out what is non-negotiable. Know the other party’s motivation.
25
How does addressing options work in principled negotiation?
Invent options for mutual gain
26
How does addressing criteria work in principled negotiation?
Use objective criteria. Will necessitate that you know alternatives and standards.
27
What are the six steps to selling?
1. Opening
2. Prospecting
3. Positioning Products
4. Handling Objections
5. Close
6. Follow-up
28
What is the goal of prospecting?
Determine what the person wants
29
What is the goal of positioning?
Present the fact that you have what they need
30
What is one important thing to remember when handling objections?
Respond to only TRUE barriers
31
What is the feel, felt, found approach?
A technique used in handling objection.
1. "I understand how you feel."
2. Who else felt that way?
3. How did this person feel when they found what they needed with you?
32
What is one important question to ask in closing/asking for business?
"Do you they think this would work for you?"
33
What are the five styles of conflict management?
1. Team Up
2. Give In
3. Compromise
4. Pressure
5. Run Away
34
What is the team up style characterized by?
Finding a solution for everyone.
35
What is the give in style characterized by?
All about keeping the peace. Minimize the damage.
36
What is the compromise style characterized by?
Meeting in the middle.
37
What is the pressure style characterized by?
Justification - I'm going to convince you to come around to my point of view.
38
What is the run away style characterized by?
Avoidance - can sometimes lead to passive aggressive behavior.
39
What area of law are torts in?
Civil Law (State and Federal)
40
What is a tort?
a wrongful act: claim against providers (defendant) who have violated individuals' rights (plaintiff)
41
What are the penalties for a tort?
damages or injunction (cease and desist)
42
What kind of torts are there?
Intentional and unintentional - something you intended to commit vs. something you didn't (an omission or *professional MALPRACTICE*)
43
When does a malpractice tort in PT occur?
When a licensed professional (PT or PTA) fails to provide services as per the standards set by the governing body ("standard of care") subsequently causing harm to the plaintiff
44
What is ordinary negligence?
an omission where you forget to do something that causes harm to others (shoveling a snowy sidewalk)
45
What is professional negligence?
malpractice - a constructor builds a ramp that breaks and hurts someone.
46
What is the factor cited as the most common cause of a patient suing a health care provider for malpractice is...
Poor communication
47
Negligence, Failure to Obtain Informed Consent, Intentional Misconduct, Breach of Contract, Clinical Use or Transfer of a Defective Product to a Patient, Undertaking an abnormally dangerous activity are all examples of...
Malpractice Torts in PT
48
What elements are necessary to prove in a lawsuit?
1. Duty
2. Breach of Duty
3. Causation
4. Damages
49
What 3 things are included in rules of evidence?
1. Direct Testimony (expert witness and fact witness)
2. Documentation
3. Book / Research
50
What is duty defined by?
Statutory law (created by legislative bodies, i.e. PT Practice Act), case law, or expert testimony.
51
How is duty evaluated?
By the standard of care
52
When does duty begin and end?
From the time that the relationship begins until the time it's been lawfully terminated.
53
What documents are utilized by both sides to try to prove breach or no breach?
1. Objective documentation
2. State Practice Act
3. Definition of the profession, through APTA
4. APTA Standard of Practice
5. Clinical Protocols
6. The Guide to PT Practice, 3rd edition
54
What is involved in proving causation?
You have to prove that the breach of duty was the legal cause of the alleged damages.
55
What is the "but-for" test?
"But for" the defendant's conduct, the patient would not have suffered harm. This is an example of causation.
56
What is the strongest source of evidence for causation?
Patient Record: missed appointments, failure to follow treatment advice, non-compliance with HEP or precautions.
57
What is required in damages?
1. the plaintiff suffered a "compensable injury"
| 2. the monetary award will make the plaintiff "whole"
58
What 3 types of malpractice damages are there?
1. Economic
2. Non-economic
3. Punitive or Exemplary Damages
59
What is the common knowledge exception?
Within the realm of expert witnesses, sometimes the subject matter in dispute is so simple a layperson can understand it and expert witness is not required.
60
How long is the statute of limitations for filing malpractice claims? Who is it determined by?
2 years, each state, longer if a minor.
61
What is the discovery rule?
Statute may be extended if the plaintiff could not discover an injury until some time after an accident (i.e. for delay of dx, the date the statute begins to run is the day of dx).
62
How long should PT records be saved?
5-6 years, and longer for minors.
63
What is vicarious liability?
Courts open doors for injured parties to seek damages from the employer of a negligent supervisory party. More often for smaller practices.
64
What is corporate liability?
When a separate cause of action can also be against an employer/corporation. Applies mostly to larger health care systems, not independent practices.
65
What is indemnity?
Monies paid on behalf of a HPSO (Healthcare Providers Service Organization) insured PT, PTA, or PT practice in settlement or judgment of a claim.
66
What are expenses?
Monies paid in the investigation, management or defense of a claim - this may include but not be limited to expert witness fees, court, costs, etc.
67
What is different about disciplinary action taken against a professional license?
It is action taken against a license which differs in that it may involve allegations merging into fraud and abuse.
68
What 3 things is the regulatory board (PA State Board of PT) administering through the practice act?
License issuance and renewal
Rules and regulations / code
Disciplinary actions
69
What is the typical disciplinary process for a PT?
1. Complaint
2. Investigation
3. Notice
4. Adjudication - due process
5. Sanctions - your sentence
6. Appeal
70
What is the significance of the Fair Labor Standards Act?
Enacted in 1938 (earliest), minimum wage, overtime pay, record keeping, youth employment standards. Overtime cannot be less than 1.5x regular rate.
71
Who is exempt from the Fair Labor Standards Act? Who is non-exempt?
Exempt: salaried, exempt from OT
| Non-exempt: hourly employees, most PTAs and, office staff, and per diem PTs.
72
What is the significance of the Equal Employment Opportunity Commission (EEOC)?
1965. The mission of the EEOC is to eliminate illegal discrimination from the work place.
73
What is the significance of Title VII of the Civil Rights Act of 1964?
Protects individuals against employment discrimination based on race and color, as well as national origin, sex and religion.
74
What is the significance of the Age Discrimination and Employment Act of 1967?
Protects individuals who are 40 years of age or older from employment discrimination based on AGE.
75
What is the significance of the Americans with Disabilities Act of 1990?
An employer has to make reasonable accommodation to the KNOWN disability of a qualified applicant or employee IF the accommodation would not impose an UNDUE hardship on the operation of the employer's business.
76
What is the significance of the Family Medical Leave Act (FMLA) of 1993?
12 work weeks of unpaid leave during any 12 month period for one or more of the following reasons:
1. birth
2. adoption or foster care
3. immediate family member / serious health condition
4. medical leave
* this has nothing to do with how much you'll be paid.
77
What are the stipulations for FMLA to be in effect?
eligibility only occurs if you are employed for 12 months and has been employed for at least 1250 hours.
78
What is the competing values framework?
1. Human Relations Model
2. Open Systems Model
3. Internal Process Model
4. Rational Goal Model
79
What is the goal of the human relations model?
Productivity
80
What is the goal of the rational goal model?
Focus is on achieving goals
81
What is the goal of the internal process model?
Encourages predictability and continuity of prax; big on policies and guidelines
82
What is the goal of the open systems model?
Innovation, entrepreneurship, collaboration
83
What is an FTE and why is it important?
Full Time Equivalent: person hours needed fill a FT position = 2080 hours / yr. You should always be asking why a position is open: was it a shift in demand? or a shift in supply?
84
What is the difference between paid, worked, and productive hours?
Paid - what you actually get paid for
Worked - what you actually worked (given holidays, PTO, etc.)
Productive - times you were actually providing a direct service.
85
What is staffing level based on?
1. Work volume
2. Ave length of time
3. Productivity standards/expectations
4. schedule of service provision
5. therapy skill mix needed due to patient types
86
What is productivity determined by?
the cost of resources used (input) to the value of outcome produced (output)
87
What is the goal of human resource management?
maximize the productivity of human resources
88
The cost of human resources can be _______ if employee productivity is ______.
Reduced, increased
89
What is the formula for productivity?
total billed hours (min/visits) / total worked hours (min/visits) x 100
90
You are a manager and you have a full staff member who works 40 hours/week resigns. This therapist was seeing 30 visits per week with an average of 3.5 visits per visit. What type of FTE would you need to replace? In this setting, therapists should be 90% productive. Should you replace this person?
3.5 units = a little under an hour or 3.5 x 15 minutes x 30 visits =- 26.25 hours in their week. Out of 40 hours per week = 65% productivity so you should not replace this person with a FT human.
91
What do you ideally want turnover to be?
20 percent
92
What are 3 causes of performance problems?
1. Employee Ability
2. Inadequate Support
3. Inadequate Effort
