cpts. 5 & 6 Page 1 Chiro 3327 Dr. Joel E. Margolies Cpt. 5&6: Purpose and Policies: (pg. 135) Staff must read and understand their role ..... Maintain momentum with staff meetings New Patient Policies ... Their responsibilities .... Their and Your Goal Breach of Patient Understanding and Policy = Lost control .... Let patient¼s decide Choices of care and follow through is the patient¼s ... Never X-ray a patient¼s wallet What is their chiropractic needs ... Your recommendations .... Let them decide how Reach their level of understanding .. add to it .. Written Patient Policies Ä Communications ..... Ä Maintain their schedule ..... Ä Workshop ...... Ä Exercises ..... Ä Family Care ..... Ä Financial Responsibility CA¼s Role: Goes over the policies again ... Discusses schedule ... Takes Charge Money issues have to be handled ... Patient¼s reluctant to return .... Turn Negative CA while going over policy ... Okay to call ... Exam fee included their childs exam Patient Communications: Starts the process of Patient Management Patient Perception: Their impressions are what you make of it ... Your demeanor Patient referral = Patient excitment ..... they pay for results .. side effect is excitment Never insist .... never seem over eager ... Tell the story .. Get them on track Referral Days ... Comp. evaluations ... Patient surveys ... Discuss the possibilities Give them the mechanics to refer .... Telephone consultation .... Follow through Office Tone: Caring but firm ... Understanding but non compromising ... Be excited Exam procedure tone and discussion: Always tell them what you¼ll be doing Written Communications: Have handouts ... Educational material ... Tell them the story and who needs it Keep channels clear and always look for the green .. amber .. and red lights Surveys: Why and When --- Ten Visit Survey -- Specific Surveys -- Outside Referrals When to refer out ????? -- Judgment Call-- be responsible -- Risk Management Completing a Patient¼s Cycle -- confront them -- release them -- complete it cleanly Personal Ethics: Be strong in your beliefs ... Never get down when someone is up ... Exaggerations Keep knowledge updated ... strive for perfection ... insist in yourself and staff Be aware of Compulsive Behavioral habits ... overeating .. drinking .. alcohol .. drugs Seek positive reinforcement ... Return for seminars ... friends „on-line¾ ... Stay „On Purpose¾ .. continue staff education and meetings .. expect more .. not less Review your office policies .. see if there has been follow through .. streamline Look at your PR efforts .. are there any? ... why not? ... can someone else do it? YES! Don¼t weaken your resolve by breaking your bond with yourself Don¼t overutilize ... don¼t feed off patient¼s ... Purpose to serve ... rest follows Service is foremost dynamic in practice: One indicator of success is wealth ... Energy Ethical service requires clear communications ... Results in agreement and enthusiasm Communicate what they need ... Not what they think they need ... They decide Success is a reflection of your commitment and enthusiasm .. It must be contagious Assurance is Wealth: Chiropractic is powerful .. more so with the committed doctor Chiropractic is an Art ... study .. always study ... A Science .. always review A Philosophy ... when in doubt ---the body knows .. A Business ... Grow Off Track: Concentrate on chiropractic ... market this product .. stay clear of tributaries Personal enhancements? .... Nutrition? ... . Multi-levels? ... . Great but Refer They get life turned back on in the chiropractic office ... share with others the others Law of compensation .. via giving .. Law of what goes around comes around .. by taking.. which will be you Patients also take advantage ... Make care available but they are held responsible Patient Communications: New patient¼s need nurturing .. Genuine interest/ respect Share their wellness journey .. discuss their role .. don¼t over power .. sincerity Ä Call each new patient the evening of their first adjustment .. They call referral source ÄÝGive them homework ... Prepare educational materials (video, booklets, workshop) Ä Provide „what¼s next¾ material ... How did they leave your office ? confused? OK? Welcome Letter: Send first evening .. others can follow or hand given Negative Press ... Fight Fire with Fire ... Not my doctor ... Prepare Form local DC and Patient groups: Once you feel comfortable .. gather momentum „Dinner with the Doc¾ ... Organize an evening .. Patient Appreciation Days SERVICE IS PARAMOUNT IN TODAY¼S ECONOMIC ENVIRONMENT Case Manager: Ä Dedicate a staff member to follow the patient for 4-5 visits Ä Ä Have they been given a schedule for care? Ä Has finances been discussed and written in chart? Ä Have they been to a workshop or given personal attention? Ä Were exercises gone over with them? Ä Do they have any questions? Ä Did you ask for a referral? Ä Are they ready to drop out? Fill any void and breach of office policy within the first few visits. It is during this crucial time that the enthusiasm is greatest. Don¼t lose the opportunity Overview ---- Time Out To Share Your Questions and Discuss Our Answers: Ä Any questions about insurance? ... filing ... types ... when to ... deductibles/co-pay ... Ä Questions about locating your office? where ... how much to spend ... buy out ... Ä Associating or not? how long ... purpose ... when to go on your own ... Ä Staff hiring/firing/training/pay .. office manual or policies ... how many employees Ä Patient compliance .. patient workshops .. scheduling of care .. follow through Ä Payment Plans ... cash ... Pre-pay insurance co-payments ... hardship Ä Public Relations ... marketing ... first steps to establish a practice How Far Along Are We? Project: Establish a new turn key practice within eight - ten weeks. Week One: Realize we have a mission and set in motion our purpose Week Two: Survey the area .. log your community .. creative consultations Week Three: Creative alliances .. spa proposal .. corporations .. tell the story Week Four: Hiring Staff .. the C.A. .. office training manual .. ergonomic programs