As Physicians Insurance (PI) celebrates our 45th anniversary, we spoke with longtime Member Spokane OBGYN, which has been insured by PI since 1987. Denise Hansen, Office Manager at the women’s health practice, reflects on her organization’s decades of shared history with PI, how healthcare and risk management have evolved over time, and the value PI has provided along the way.
Q: Spokane OBGYN has been with PI for nearly 40 years. What has kept you with PI for so long?
Denise Hansen: It really comes down to trust and continuity. Over the years, PI has come to know our physicians, our practice, and the quality of care we provide. We have a great rapport, and that familiarity matters. Our physicians know that if a situation arises, they have a partner who understands their track record and is ready to support them. That consistency—paired with responsive service and competitive pricing—has made it easy to stay.
Q: How has your practice—and healthcare more broadly—evolved over your time with PI?
DH: So much has changed! Patients today are much more informed and engaged in their care, which is positive, but also adds complexity. There’s more dialogue, more questions, and more often a need to guide patients through information they have found online and may use to draw their own conclusions.
Care delivery has also evolved. We’ve introduced new services and technologies to improve patient care – —more recently things like using nitrous oxide in-house to enhance patient comfort and convenience for certain procedures, and bringing chaperones into exam rooms for sensitive exams. With every change comes new considerations around safety and risk. We are always learning, and it’s important to us to follow the best risk and safety practices. We dot our i’s and cross our t's t’s before implementing anything new – —and PI helps us do that.
Q: How has PI supported you as risks have evolved?
DH: One of the biggest values PI brings is access to experienced Risk Consultants who really know our specialty and our practice. When we’re faced with an unusual situation, or simply implementing something new, we can reach out and get clear, practical guidance. That might include what steps to take, what documentation is needed, or how to approach a sensitive situation. This helps us move forward confidently, knowing we’re doing the right thing for both our patients and our team.
Q: Can you share an example of how PI has made a difference for a physician?
DH: Like many long-standing practices, we had a claim. One of our doctors was named among many in a case involving hospital services. Our MD was not at fault -- —and the hospital was eventually found culpable --—but it was a complex, multi-party case, and we were relying on our own insurance for defense for years until the matter was resolved. It was very hard for our physician to hear her care questioned and to have to endure such an extensive legal process. She trusted – —and was very thankful for -- —the excellent communication, guidance, and support PI provided throughout the process.
Q: How would you sum up what the PI partnership means to your practice?
DH: Big picture, : having a carrier like PI keeps everyone safe. Their collaboration with us on risk and safety is important for keeping our business safe and for our patients’ well-being. It allows our physicians to stay focused on what matters most: caring for our patients. We’re proud of the relationship we’ve built over the years and grateful for the consistency and support PI has provided.