title: Front office staff as medical educators, risk creators, and risk managers.
abstract: The author describes his own negative series of encounters with the front office staff of a large specialty medical practice during a recent lengthy episode of significant medical distress. The author suggests several reasons, including legal risk management, that medical students should be exposed as part of their education to the interactions of patients with front office staffs (not just physicians) to get a fuller picture of patients' actual experiences with the health care system.
authors.forename: Marshall B
authors.initials: MB
authors.lastname: Kapp
mesh_terms: D001290:Attitude; D004501:Education, Medical / Q000458:organization & administration*; D006801:Humans; D008502:Medical Secretaries / Q000458:organization & administration*; D011369:Professional-Patient Relations; D012308:Risk Management / Q000458:organization & administration*
keywords: Office staff; medical education; patient relationships