The Final Piece of the Puzzle:

1. The Final Piece of the Puzzle: Demonstrating the Impact of the Successful Claims Management Program Pamela L. Popp, MA JD DFASHRM CPHRM AIM Robert Blasio JD Western Litigation Inc.

2. Objectives Identify the criteria of a strong program; Illustrate how to track/trend results; Translate results into information; Customizing the message to the audience; Continuing to monitor progress; Review of case studies.

3. Identifying the Criteria of a Strong Program Disclosure/proactive communication Early resolution efforts Early reserve recognition/placement Engaged providers

4. Checklist of Criteria Staff Experience & Knowledge Coverage Analysis & Application Early Thorough Investigations Sufficient Reserving Proactive Resolutions Vendor Management Data Management Loss Control

5. Impacting the Program Monitor the right things Standardize what you can Be proactive � identify closures, early resolutions Reduce duplicative internal/external costs

6. 1. Monitor the Right Things Use a strong taxonomy Track financial transaction detail Look for trends not outliers

7. Did allegations/complaint include: Elder abuse Negligent infliction of emotional distress Fraud Clinical trial protocol issues Product manufacture or distribution Medication manufacture or distribution

8. Type of claim Involved providers Resolution dates/type Whether disclosure done Whether liability accepted/admitted Whether disclosure presented at trial Whether Emmi was utilized

9. 2. Standardize What You Can Consolidate strategy by case type Assign counsel based on specialty Preliminary medical review by same experts with fixed costs Medical/legal research costs

10. 3. Be Proactive Immediate investigations Immediate resolution consideration Exposure mitigation efforts Pre-litigation resolutions Non-financial/creative resolutions

11. 4. Reduce Duplicative Costs Single record copy provider Staff managing counsel Overcharge percentages on invoices Late charges on invoices Expert retention fees

12. Tracking and Trending Results Provider participation/satisfaction levels Decreased reporting time Decreased external expenses Increased reporting of events/near misses Increased resolutions outside of litigation

13. Benchmarking What % judged to be result of error? What % payment in presence of error? and What % payment in absence of injury? What % �no payment� in presence of error? What % payment in absence of error?