---
title: Resource Library | Article (3)
description: Article | The Resource Library offers a broad spectrum of resources and actionable insights to help you manage your healthcare business, increase patient safety, and help your practice thrive. (3)
---

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# [Resource Library](https://www.norcal-group.com/library)

## [Granting Patient Refund Requests: Risks and Benefits](https://www.norcal-group.com/library/granting-patient-refund-requests-risks-and-benefits)

 August 26, 2019

[![](https://files.norcal-group.com/hubfs/healthcare-refund-600x400.jpeg) ](https://www.norcal-group.com/library/granting-patient-refund-requests-risks-and-benefits)

Issuing a refund or reimbursement to a dissatisfied patient may seem like a simple solution to a potentially complicated problem. However, there are many different issues to consider that may not be immediately apparent.

[Learn More »](https://www.norcal-group.com/library/granting-patient-refund-requests-risks-and-benefits) 

 Filed under: [Article](https://www.norcal-group.com/library/topic/article), [Practice Manager](https://www.norcal-group.com/library/topic/practice-manager), [Business of Medicine](https://www.norcal-group.com/library/topic/business-of-medicine)

## [Foster a Safer Clinical Encounter with Medical Chaperones](https://www.norcal-group.com/library/foster-a-safer-clinical-encounter-with-medical-chaperones)

 June 10, 2019

[![](https://files.norcal-group.com/hubfs/doctor-examining-woman-with-nurse-observing_600w.jpeg) ](https://www.norcal-group.com/library/foster-a-safer-clinical-encounter-with-medical-chaperones)

The healthcare setting often involves sensitive and intimate exams that present challenges other businesses don’t face. Medical chaperones can provide a level of comfort for patients and may help ensure the best possible experience for patients and physicians alike. In so doing, the likelihood of a sexual misconduct allegation based on a misunderstanding is greatly reduced.1 And while the case study below involves a physician and this article references physicians throughout, the lessons and recommendations are applicable to any healthcare professional.

[Learn More »](https://www.norcal-group.com/library/foster-a-safer-clinical-encounter-with-medical-chaperones) 

 Filed under: [Patient Relationship](https://www.norcal-group.com/library/topic/patient-relationship), [Medical Ethics](https://www.norcal-group.com/library/topic/medical-ethics), [Article](https://www.norcal-group.com/library/topic/article), [Practice Manager](https://www.norcal-group.com/library/topic/practice-manager), [Physician](https://www.norcal-group.com/library/topic/physician)

## [HIPAA Violations You May Not Have Thought of and How to Prevent Them](https://www.norcal-group.com/library/hipaa-violations-you-may-not-have-thought-of-and-how-to-prevent-them)

 March 6, 2019

[![](https://files.norcal-group.com/hubfs/HIPAA-violation-gavel.jpg) ](https://www.norcal-group.com/library/hipaa-violations-you-may-not-have-thought-of-and-how-to-prevent-them)

While the news is full of high-profile HIPAA breach cases and assessments of multi-million-dollar fines, smaller practices are not immune. They often succumb to the same types of error and bad judgment that affect larger providers. Fortunately, by following a few sensible guidelines, even smaller practices can safeguard themselves against the improper disclosure of protected health information (PHI) that leads to a HIPAA breach.

[Learn More »](https://www.norcal-group.com/library/hipaa-violations-you-may-not-have-thought-of-and-how-to-prevent-them) 

 Filed under: [Privacy & HIPAA](https://www.norcal-group.com/library/topic/privacy-hipaa), [Article](https://www.norcal-group.com/library/topic/article), [Practice Manager](https://www.norcal-group.com/library/topic/practice-manager), [Public Relations & Communication](https://www.norcal-group.com/library/topic/public-relations-communication)

## [The Increasing Importance of Patient Experience for Medical Practices](https://www.norcal-group.com/library/the-increasing-importance-of-patient-experience-for-medical-practices)

 February 8, 2019

[![](https://files.norcal-group.com/hubfs/doctor-discusses-test-results_GI-637014250_509x339.jpg) ](https://www.norcal-group.com/library/the-increasing-importance-of-patient-experience-for-medical-practices)

Patient experience—“the sum of all interactions, shaped by an organization’s culture, that influence patient perceptions across the continuum of care”1—is playing an increasingly significant role in the business success of medical practices. The impact is felt throughout the practice: online physician ratings, reimbursement levels, patient acquisition, and patient retention. In light of this, practices should consider ways to enhance the overall experience that patients have with their practices.

[Learn More »](https://www.norcal-group.com/library/the-increasing-importance-of-patient-experience-for-medical-practices) 

 Filed under: [Article](https://www.norcal-group.com/library/topic/article), [Practice Manager](https://www.norcal-group.com/library/topic/practice-manager), [Patient Experience](https://www.norcal-group.com/library/topic/patient-experience)

## [Empathy Benefits Both Physicians and Patients: Case Studies and Best Practices](https://www.norcal-group.com/library/empathy-benefits-both-physicians-and-patients-case-studies-and-best-practices)

 October 2, 2018

[![](https://files.norcal-group.com/hubfs/Female-patient-visiting-doctor-856023986.jpeg) ](https://www.norcal-group.com/library/empathy-benefits-both-physicians-and-patients-case-studies-and-best-practices)

> “People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” (Maya Angelou)

Defining empathy can be complicated. In medicine, it is thought of as a communication competence, but it also describes the experience between physician and patient, during which the physician becomes attuned to the patient to understand what the patient is feeling. Patients also use empathy to describe a physician’s ability to understand their feelings and opinions and express compassion and concern for their well-being.1 Although physician empathy may seem to be a low priority in comparison to technical acumen, research indicates that physician empathy has wide-ranging benefits for both physicians and patients.

[Learn More »](https://www.norcal-group.com/library/empathy-benefits-both-physicians-and-patients-case-studies-and-best-practices) 

 Filed under: [Article](https://www.norcal-group.com/library/topic/article), [Physician](https://www.norcal-group.com/library/topic/physician), [Patient Care](https://www.norcal-group.com/library/topic/patient-care)

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