Family Practice & Internal Medicine

We conducted validation interviews with doctors to find out their feedback and thoughts regarding Physician Liaisons. They provided insightful responses that will surely help better our services and what we can do for their practices. 

Here are the questions that were asked:

1. What are the top specialties you refer out to most (ortho, OBGYN, Pain, ENT, etc), and for what (conditions/symptoms/treatment)?

2. Besides excellent patient care, when referring to a physician, what factors help you make that decision to send to that physician or practice? (examples: cell phone number, them meeting, you face to face, location, etc)

3. Is there something a physician liaison or medical rep that stands out to you in a positive or negative way, and why?

4. If a physician liaison comes to your practice to discuss building a patient-referring relationship between you and their specialists, what can they say/ do that would provide value for you or your staff?

5. What is the greatest value a physician liaison would be able to provide to your practice?

Audio Interviews:

Listen to Kevin Pho MD (a.k.a Kevin MD)

Written Validation Interviews:

Dr. Anuj B.

1. Pain and Orthopedic 

2. Effective communication 

3. Positive: personable & Negative: do not actively listen to concerns/requirements

4. How good are the availability and flexibility?

Dr. Rishi B.

1. Most Common Referrals are Orthopedic and Neuro - Acute injuries and Pain

2. Physicians that I refer to usually have good personalities and good communication skills. Medical Knowledge is not the top priority. 

3. Reps that are too persistent, not understanding that physicians have a very busy job, and are too communicative sometimes is irritating, ie. too many text emails etc. 

4. Most reps fail to understand that we don’t have ‘lunch’ or ‘break’ times. They somehow feel that ‘grabbing lunch’ is a normal thing, but not for physicians. When we are trying to take a break we actually want some time to decompress and relax. If however a rep really wants to meet I believe the doctor needs to be compensated at the same hourly rate of his income depending on how much time he or she is spending with the liaison. 

Dr. Douglas B.

1. Probably Cardiology for atrial fib and chest pain, ortho for total joints and pain management for back pain

2. Meeting them, in the same system, reputation, feedback from other patients or patient’s preference

3. Not really

4. Services provided, what sort of referrals you’re looking for/what conditions

5. A line to other doctors/specialties 

Dr. Renae T.

1. Ortho - if surgery indicated, such as fracture or ligament tear

    OB - usually patient preference or high-risk OB, colposcopy, abnormal PAP

    Pain - pain management when opioids are involved

    ENT - adenotonsillectomy would be most common

    Cardiology - abnormal stress EKG, arrhythmias, heart failure

    Nephrology - new kidney failure

    Urology - urinary retention

    Oncology/hematology - any kind of cancers

     Allergy/immunology - refractory allergies

     Pulmonology - refractory asthma

     Rheumatology - new diagnosis autoimmune diseases

     MAT/Addictions - substance use

     Psychiatry - mental health beyond anxiety and depression

     Genetics - childhood conditions and prenatal counseling 

     Gastroenterology -  colonoscopies

     General surgery - cholecystectomy

     Dermatology - concerning or refractory skin problems

     Preventive medicine - lifestyle changes, travel, and smoking cessation

     Minors clinic - minor procedures

     Sleep medicine - CPAP titration

     Vascular surgery - critical limb ischemia 

2.  Patient insurance coverage

     Encounters with that physician prior

     Patient reports from that physician

     Communication with the physician

     Location proximal to the patient

3.  It can be frustrating when you receive a really vague email that won't tell you anything until you call or meet. I want to be able to somewhat see if I would be interested or if it is applied first. I prefer as much detail as possible, then I am not wasting my, or the other person's time. 

4. Insurance coverage

    Patient results and satisfaction

    Costs and out-of-pocket costs to the patient

    Handouts and follow-up information

Dr. Amro M.

1. Ortho for skeletal injuries, cardio for heart workup, GI for colonoscopy and endoscopy

2. Location is very important. Patient reviews are also becoming more important.

3. Medical reps and liaisons who are knowledgeable and kind are positives.

4. The rep or liaison should demonstrate strong interpersonal, communication, and public speaking skills. Be knowledgeable of the group or physician they represent.

Dr. Robert W.

1. Gyne- female healthcare; postmenopausal bleeding

    cardiology- stress testing

    GI- colonoscopies

    ortho- joint degenerative arthritis- ( knee, hip)

2. Bedside manner, communication with the primary care physician to collaborate, reputation in the field, ease of getting an appointment/flexibility of scheduling to accommodate patients

3. A liaison is best utilized to facilitate patient care ( appointments and aftercare follow up/ patient satisfaction), and communication between specialist and PCP ( getting the notes or letters back and forth); streamlining the referral process to the specialist

4. Comment on items in #2 and 3.  tell me how the liaison will make my process and work easier

5. Make my life easier- facilitate the relationship between myself and the patient/family and between other providers ( specialists)- depends on who the liaison is working with /for

Dr. Nabil K. 

1. Cardiology-GI

2. Good communication ( fast reports)

3- Keep communicating, and help with networking

4- Connect doctors/swap cards and info- introduce them to each other in a way that they can work and benefit each other esp the surrounding clinic in the same area. 

5-  For me now is marketing for me/send new patients to my practice.

Dr. Tony H. 

1. Referred to gastroenterology, Cardiology, Pain, and ortho the most

2. In-network care drives most of our decisions

3. A person who is able to communicate respectfully and to be a problem solver

4. Like working with team members who do not pass the baton and who are able to suggest and then complete needed tasks

5. Any team member who can reduce the work that we have to ultimately do

Dr. Mina A. 

1. cardiology for heart failure

2. Good interpersonal communication.

3. No

4/5:  It’s hard to refer my patients to someone that I haven’t seen, especially I have been trained and know multiple specialties. So offering a meeting with those physicians or dinner can be helpful

Dr. Sheneen L. 

1. Cardiology – EKG abnormalities, Primary care for general wellness, and dentist for oral care

 2. Location, track record, easy access, and communication

 3. Physicians, in general, don’t like reps that are “too pushy.” Genuine caring ones always stand 

 4 & 5. How to easily set up the appointment, help with appointment set up along with communication if certain labs/tests were done with the specialists.