I was listening to one of the “Practice Management Greats” last week and I had an epiphany.
He said, if you are going to get your patients to accept and follow your case recommendations you are going to need to get them to say to themselves at some time during the ROF, “Wow, I had no idea I was so bad… or I had no idea this was so serious.”
As I listened to that I realized that I agreed 100% with that line of reasoning.
If you are using the “Patient Scare” model, you do need to get them to the point where they say, “Wow, I had no idea how bad this is.”
But that is certainly not what we want to do in the “Patient Care” model.
This week I have asked many of my doctors who are doing very well in the patient care model what they wanted their patients to say… I said; please finish this sentence for me… I want my patients to say, “Wow, I had no idea…”
And to my great pleasure these were the answers I got.
“Wow, I had no idea you could help me in so many ways”
“Wow, I had no idea chiropractic could do so much for me”
“Wow, I had no idea this stuff was so awesome.”
Now, listen to the humor in this…
“Wow, I had no idea how bad I am… can I get my family and friends in to see you?”
Kind of goofy sounding isn’t it?
The truth is from the Patient Scare Model all we can do is continue to scare them to keep them coming and to get them to refer.
But check this one out. “Wow, I had no idea how you could help me in so many ways… can I get my family and friends in to see you?” Doesn’t that make more sense?
Recognize that although this can sound minimal in nature from my perspective it is an absolute paradigm shift!
So, I would like to suggest that you look at every interaction you have with your patients from the first time they call, through their first and second visit, daily interactions, re-exams and re-reports.
See what you are doing and saying, what they see in the office to get them to say, “Wow, I had no idea how you could help me in so many ways… can I get my family and friends in to see you?”
Here are some ideas:
First Phone call: “Are you calling to set an appointment just for you or for your entire family?” “Is this for a particular problem or is this a wellness evaluation”
Walk through the doors: Topic of the week on the white board, “Chiropractic and Asthma.” Masses of healthy looking, happy patients in the office singing your praise. The first video or tape they listen to. Wellness based posters, magazines, kid’s area, “On Purpose” slides. All of which start the paradigm shift of “Wow, I had no idea…”
Pre-consultation: Does your CA review their three dimensions of stress history to help them realize the accumulated stress had lead them to the health they are in to day? Are they closing the gap between the patients wants and needs? Do they review a “Before and After” sEMG and Thermograph pointing physical and muscular imbalance as well as organic and systemic dysfunctions the patient was having? (This is one of the most powerful things that MUST be done to cause the paradigm shift to wellness. I have an entire program for this process that will blow your mind, increase your close rate, referral rate and pva!)
Consultation: Is the doctor “connecting the dots” for the patient? Are you helping them realize the big picture? (If you have not taken my LAASR course please consider it. You can do a tremendous consultation in 2-3 minutes if you follow my “4 secrets of quick, effective and incredible consultations.”
Examination: If you have mastered the art of TTAT or Touch Tell Ask and Teach then without a doubt you are knocking your patient’s socks off during the examination. If you are not using TTAT please read my article, “Chiropractic and the lost art part 1 and 2.” This is where you get them to fully experience, “Wow, I had no idea!!!”
Pre-ROF: Does your CA remind them of how much you can do for them; review the fact that how they live their life leads to their level of health; review their substation scans and levels of subluxation and help them realize what occurs over time if subluxations are not corrected; reconnect the fact they have a “health problem” not a “back problem” and more?
ROF: Does the doctor fully “connect the dots” for the patient? Does the doctor give them an opportunity to bring in their family and friends?
Before first adjustment: Does the patient fill out the first part of their “compare and contrast outcome assessment questionnaire” addressing such things as do they have more anger and depression, or do they experience more joy and happiness etc.?
Daily Interactions: Does the doctor fully implement TTAT?
Re-Exams and Re-Reports: Are you reviewing their LIFE with the outcome assessment questionnaire? Are you giving them opportunities to refer their family and friends?
As you can see there are many things to consider, but the fact is it is not rocket science. It is simply a paradigm shift for most of our profession!
If you are coaching with me in the present please review the above information and look for holes in the bucket… places you need work.
If you are not coaching with me in the present and like this idea please give me a call and lets discuss how to get your patients to say, “Wow, I had no idea how you could help me in so many ways… can I get my friends and family in to see you?”
If you see areas I did not mention that do lead your patients to say, “Wow, I had no idea…” please let me know so I can add it to this article.
Russ Rosen, D.C. – Jun 05, 2005
