AOBEM Osteopathic Continuous Certification

Patient Communication and Satisfaction Component

Emergency physicians are increasingly judged by their ability to communicate with patients, and communication skills have become a major assessment tool as a measure of overall excellence. Third party payers, including the Centers for Medicaid and Medicare Services, have now begun tying reimbursement to such measures. The American Osteopathic Board of Emergency Medicine, serving as the certifying body for the American Osteopathic Association, will therefore place appropriate emphasis on measuring communication and satisfaction skills in their diplomats, and will also assist them in meeting the new CMS requirement.

Diplomats may make use of any satisfaction surveys or methods their departments or hospitals currently employ, so long as the required parameters are included and measured. AOBEM can supply a version of the CAHPS Clinician and Group Survey Reporting Kit (version 2008) to those diplomats not currently participating in an eligible satisfaction survey program.

The following are requirements of all diplomats beginning January 2013:

  1. At least 10 of the diplomatís patients must be included
  2. A minimum of 1 physician behavior must be measured from each of the following 3 categories:
    1. Communications/listening, for example
      • Communicate clearly with patients and other medical staff by listening carefully and couching language at the appropriate level for the listener
    2. Providing information, for example
      • Explain the clinical impression and anticipated management course to the patient and the patientís family
      • Provide information about tests and procedures
      • Give the patient options
    3. Showing concern for the patient, for example
      • Show respect to the patient and other medical staff
      • Make the patient feel comfortable by asking if they have any questions or concerns and act to address their concerns
      • Ask the patient about adequate pain relief

Diplomats shall supply an attestation to AOBEM as prescribed. Of those attestations each year, a percentage shall be randomly audited. This shall take the form of verification by contacting the reference named on the attestation.