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BCMS

BCMS Board of Censors

The BCMS Board of Censors supervises the medical ethics of members and offers members
counseling when warranted. This board examines applicants for membership, investigates al-
legations of code of conduct violations and charges if and when indicated. The Board of Cen-
sors works with the Board of Mediations to ensure each case is properly investigated, examined
and adjudicated.

As provided in the Texas Medical Association Hearings Procedures Manual, the Board of
Censors shall have the authority on its own initiative to investigate suspected violations of the
code of conduct and to refer charges when indicated after thorough investigation. The board
shall receive the investigative charges of unethical conduct made against Society members by
another member, and shall, upon request, review the findings of the Board of Mediations and
make proper disposition of each case.

Board of Mediations

The BCMS Board of Mediations receives, investigates and mediates
complaints from patients, insurance companies and the general public
brought against Society members, including matters of unprofessional
conduct, ethical violations or other matters involving the
physician/patient relationship.

The most common complaints received on behalf of the public in-
clude:

Inability to directly communicate with the physician. This comes
up frequently as patients commonly expect to be able to just call up
their physician whenever and have him or her put on the phone im-
mediately. In reality, of course, we recognize that a physician must be
able to run their practice efficiently. This is a difficult problem but it
can be minimized by ensuring that the front office staff which fields the phone calls can answer questions reasonably
and are able to triage incoming calls effectively and courteously.
Poor front desk attitude/customer service. This is similar in many respects to the first item in this list. Bear in
mind that patients are either ill at the time of their visit and probably not at their best or have been shuffled through
the medical bureaucracy and may have had to make one or more office visits to even get into your office. They may
have been sitting in your waiting area for a while (or even quite a while) unless they had the first appointment of the
morning. It is especially important for your front office staff to be as efficient, patient, and understanding as they can
be to minimize patient dissatisfaction.
Inability to obtain medical records. Patients often don’t understand HIPAA and other regulatory requirements
governing the handling of medical records. This lack of familiarity can cause a great deal of frustration for the patients
and your staff. At the initial request for records it is important for your staff to be clear about the specific legal re-
quirements to obtain the records and to then set and meet appropriate expectations.
Physician arrogance/poor bedside manner. Your best bet is to be as friendly and polite as you can. Remember the
old saying, you can avoid more TMB administrative hearings with honey than you can with vinegar.
Cannot find a physician accepting government insurance. This is a problem that will likely only get worse as re-
imbursement drops in concert with the relentlessly increasing regulatory burden. This is a business and philosophical
decision for each practice.
Board of Censors and Board of Mediations members are elected and must have been members in good standing
with BCMS for at least 10 years. For more information on how either board can assist you please call 210-301-4371.

visit us at www.bcms.org 25