Chiropractic Practice Management: Four Keys to Patient Compliance
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Chiropractic Practice Management: Four Keys to Patient Compliance
Hello everybody. And welcome to Thrive in Five I’m Dr. Dennis Perman, and I’ll be your chiropractic coach for today. This material is very near and dear to my heart because, uh, taking care of people in your office is not only a matter of getting them to come. It’s a matter of getting them to understand what it is that you do and why it’s important for them to stick around. I’ve been getting lots of questions about how to cause patients to comply, to be retained, to stay as part of your practice. And what I’ve discovered is that there are actually four regions or four areas that a patient goes through. And four important skills that each patient has to, uh, receive from you in order for them to get to where you want them to be as chiropractic patients. So the beginning, most people come to your office and they just don’t know anything about chiropractic.
I call this basic training and basic training for chiropractors requires the first PBA skill, which is a great intake, a great report of findings, a great consultation, history exam, and a great commitment from them at the very beginning that they’re going to, um, based on their understanding of what it is that you do, they’re gonna follow through in the program of care. So this first region, the basic training region, unfortunately, many doctors don’t ever do an adequate job with this, this beginning process. And that’s the reason why the patient typically disappears when they start to feel better. When you do a great intake, a great consultation, history, and exam, and a great report of findings, then you have a much better likelihood of creating that foundation upon which the patient compliance can be built. Now, a good report of findings has four questions at the beginning.
Can you help me? What’s wrong with me? How long is this gonna take? And what’s it gonna cost? Every patient has that on their mind. So if you launch into a dissertation on, uh, DD Palmer and Harvey Lillard, the chances are the patient is not gonna be able to hear you until you answer those four questions. So please do the second part of the report of findings is where you explain your program of care, what your responsibilities are, what the patient’s responsibilities are. And you can explain how many visits, what you’re going to do. And then at the end of that, the third part of the report of findings is where you ask for a commitment. It’s perhaps the most important part, because I can make an argument that if you do a crummy job on the four questions and the program of care, but a great job on the commitment, you’ll probably get a better result than if you do a great job on the, uh, first two chunks and a crummy commitment.
So it’s important for you to ask for a commitment at the end of your report of findings. Now, the second region of care is where you communicate the message and the most important part of that is your patient education. Now, of course, that includes all the different things that you do, the stuff you hang, hang on your walls, the pamphlets you use, the books you recommend to your patients from your lending library, but important is the day by day patient education. The stuff that you say to them when they’re on the table or getting on the table or getting off the table that day by day patient education, that visit by visit patient education is perhaps your most powerful answer to the second area or region of care, communicating the message. Now the third region of care, I call case management beyond relief because there will come a time when your patient is feeling better.
And when they’re feeling better, their incentive for staying in your office is diminished unless you’ve established a good foundation from the beginning. Now part of that foundation is your third PBA skill. That would be your, um, your exam system in your re-exam system. You want to help to a patient to understand here’s where you were, here’s where you are and here’s where you’re going. And that way you can cause the patient to make a good decision, not on a lifetime of care in that moment, but just to get them from this re-exam to the next re-exam. And that takes us to the four region of care. The fourth area of care, which I call the lifetime patient. A lifetime patient is not somebody who comes in once a week for the rest of their life that may happen, or it may not. A lifetime patient is somebody who understands that chiropractic needs to be part of their lives and that you, as their chiropractor need to be their go-to person, their guide on their journey, health and wellness.
So the PBA skill that we use in this fourth region is the recall system because people are people and life gets in the way. So they may come in, they may follow through on a program of care, but at some point they may disengage. And if they do, then it’s your responsibility to reengage them, not necessarily at moment, that they disengage, but to create a recall system, a recall tickler where you can communicate with these people, if they’ve been gone for a month or two, so that you can communicate with them and get them back into your office. Now, if they just miss a visit, obviously you just call ’em on the phone and you see if you can get them to come in. But if they disengage, if they tell you doc, this has been, thank you, I’m leaving. Then don’t beg them to stay.
Thank them for the privilege of taking care of them, and then allow them the dignity to be able to disengage. They’ll be okay for a little while. And then after a month or two or three or however long you think it’s important, you go ahead and you, uh, reengage them by calling them by sending ’em a note, usually both a note followed by a phone call is your most powerful way to recall somebody. Now the purpose of these four PVA skills based on these four regions is to cause the patient to make an indelible and intractable connection with you. You want that patient to understand the role that chiropractic plays in his or her life and the role that you play in delivering chiropractic to them. There’s no better way to do this than to find a way to make your passion, their passion. And that is the, that is the theme of the dis seminar coming up in Orlando and May 13th and 14th.
You can be there. It’s something that’ll change your life. It’ll change your practice forever, because if you can generate the kind of passion in your patients, that you feel yourself or even more important, if you feel like you need to reestablish your passion so that you can be a source of it for your you’ll be astounded at the material in this seminar. So, um, this seminar in Orlando May 13th and 14th, um, is called becoming a passion brand, make your passion, their passion. And if you wanna find out, uh, more about it, I hope you’ll join us. You can just pass your scanner or your, your camera phone over the QR code. That’s in the corner of this. Or you can just, uh, contact us at the email, uh, at the, uh, uh, at the URL that’s listed right under the QR code. This is really important people.
This is a time when people are desperate to understand more about why this last couple of years has been so difficult for them and what they can do to make it less likely that they have to suffer going forward. You have an opportunity to change their lives. You have an opportunity to help them become passionate about not only you in chiropractic, but about life itself. This is a marvelous opportunity. So please, please, please check your calendar. Come visit with us in Orlando, May 13th and 14th. And I assure you it’ll be well worth your while. Thank you very much for watching. This is Dr. Dennis Perman from The Masters Circle Global Signing off on Thrive in Five.
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