What has been your experience coaching with me?
I was a little reticent at first to do personal coaching primarily because I had never done it before. And as I delve into being coached by a professional on a regular basis, I have found that it’s one of the single best things that I could do to really support my practice.
What was your experience of the L.A.A.S.R. Communications and the Brilliant at the Basics Course?
The class is fantastic, it gave me a lot of information about how I relate to people in my daily interactions with my patients and incredibly helpful as far as supporting me in the right way to talk, the right things to say and the things not to say and the timing and all of that. It’s been great and I definitely have noticed that I’m enjoying being at the clinic more than I ever have. I have many, many less days where it feels like there’s some drudgery or work involved and I’m really enjoying serving people now. I’m excited, I’m anxious to be there now in a positive way and feel like I’m really supporting my community and my fellow man by doing what I’m doing and doing it in an efficient way that really works. I’m very happy to be there and the classes really helped me to notice more of that and it’s made it a lot easier for me to support my patients in the way that I’ve always wanted to.
Did you feel your expectations were met?
My expectations were more than met. I personally felt like it really supported my practice in growing at a time when it really needed to and that it’s continuing to really bloom and blossom based on the things that I learned in the class.
Did you feel you got your money’s worth?
I felt like I was probably undercharged for the amount of information that I got.
Do you feel you can relate any differently with your patients, family and friends?
I would say that it’s definitely increased my ability to relate to my patients. And it’s been a huge leap for me. It’s been a huge leap and I really notice it in the numbers and in the increased retention that I’ve gotten since I’ve done the class.
Since you have been relating differently, are you noticing any different response from your patients?
I’m noticing higher retention. I’m noticing there’s more customer satisfaction and interestingly enough I feel like it’s making me more efficient in my ability to give them what they came in for, which is basically to feel better and to get to some of the deeper underlying issues that might be bothering them.
Do you feel better able and more prepared to build and sustain a successful practice?
Definitely, there’s no way of knowing this for a fact because I’m already here but I would say my ability to be somewhere else and just start up a new practice or sustain one has greatly increased since doing this class. I would recommend this class for anyone that wants to improve their doctor/patient relationship and is interested in growing their practice from a place where it might currently be.
What has been your experience using L.A.A.S.R.?
The main thing with L.A.A.S.R. is that it’s pushing me to listen much more intently to what’s going on and really recognizing and acknowledging back to the patient what I’ve heard is their concern. And that simple act allows me to get to the solution a lot faster and lets them know, that I am, in fact, able to support them rather than me just guessing or believing in my mind that they know what I’m going to do and how I can help them. It’s a wonderful communication tool, very, very valuable.
What has been your experience using touch-tell ask and teach?
Touch-tell ask and teach is probably one of the most simply profound tools that I have found in my daily interactions with all of my patients. It’s been fantastic. My impression is that patients love hearing it. Touch, tell, ask and teach is something that is so valuable in terms of really focusing on them and helping them realize that this time is completely for them, not for you the doctor, but completely for them. And letting them know that you sincerely care about where they’re at and the kinds of improvements that they’re making, or not making, and letting them know that you’re focusing your complete attention on them. This is really one of the more profound things that I’ve had to learn. This course has really been helpful.
Tell me about the importance of patient care versus patient scare from our L.A.A.S.R. course.
I’m living proof that it can be done with patient care tactics versus scare tactics. My impression of the class is that it was wholly and completely wrapped and evolved around using patient care tactics versus scare tactics.
What was your favorite part of the course and/or most value to you?
One of the best parts of the class for me has been having the scripts in written form and being able to regularly review them, which is one of the ways that I learn. I keep the course book now at the office and I look at it almost on a daily basis. I will just read a few paragraphs or freshen up on a few areas that I might be stale on in terms of communication skills or what to say at a particular moment. Also comparing the experience of the other doctors was extremely valuable. That in itself was an incredible learning tool. Hearing what they got out of it and how it had influenced their practice and getting their “ahas” and seeing how their “ahas” sort of blended with my “ahas” and being able to take the next step forward for everyone.
What have you noticed change in your practice and life from working with me?
I feel like I’m much more attractive to my patients in the clinic and that the practice feels like its running smoother. I feel like it’s much easier for me to speak the truth to all of my patients without being concerned that I might be stepping on someone’s toes or I have to tread on pins and needles. I am much more effective in terms of my ability to communicate with my patients and the people in my daily life outside of the practice as well.
Is there anything in closing that you’d like to say to the doctors listening?
I would just highly recommend this course for anyone of you out there that are interested in increasing the performance of your practice, enhancing your practice and receiving more enjoyment out of helping to support people in a better life and a higher quality of life.
~ Phillip Whitley, D.C.
Wailuku, HI
(In practice for 11 years)
