12-11-01 BACK TALK SYSTEMS, INC. 14998 W. 6th Avenue, Suite E-500 Golden, CO 80401-5025 800/937-3113 800/696-1165 (fax) www.backtalksystems.com Team Tip #24 THE NEW PATIENT EXPERIENCE (part 2) by Susan Hoy Whenever you greet a new patient, always address him by name (remember that we all enjoy hearing the sound of our own name), shake his hand and introduce yourself (everyone on the staff should do this). Explain each procedure in detail and tell him what to do when the task is completed. Each instruction should be short. Too many at one time will confuse him. Be explicit, i.e., "Please sit down right here. Susan, Dr. __________'s assistant, will be right in to take a detailed medical history." We usually show our new patients a short video about chiropractic care. Remember that most patients are skeptical of chiropractors and apprehensive about having their "bones cracked". In fact, I usually ask them what they've heard about chiropractic. We feel it is better to address their concerns. Our "first visit" video helps to educate them and make them more comfortable with chiropractic care. Some patients do not want to see the video, but if presented properly they will usually comply. You will hear me say over and over again, everything is in the presentation. Show the video just after the assistant has taken the medical history and before the doctor interviews him. Therefore, we say the following: "Mr. Smith, now that I have all of your history. Dr. ________ will want to take some time to read over it. While he is doing that, he asks that you view a short video that will explain the benefits of chiropractic adjustments and what to expect today. He will be with you in a few minutes". OR "I would like to have your opinion about this video. Would you mind watching it and giving me your honest opinion?" Generally patients don't refuse to watch the video because they have nothing else to do while waiting for the doctor to go over their information! Remember that you are the one in control and the patient wants it that way! In our consultation room, we have a small flip chart for educational purposes. It sits on the table within reach of the patient. When the patient is finished watching the video, I often see him flipping through the chart. The more your patient understands the chiropractic concept, the better chance you have of making a maintenance patient. In our office, making a maintenance patient is our number one goal! It is important to remember that we are not playing Let's Make a Deal, although sometimes it seems that way. If patients succeed in making a deal initially, you have lost control and probably lost the patient too. After all, the patient may be an expert in his chosen career, but we are the experts in ours! In the last newsletter I suggested that you treat the patient as if he is blind. It is imperative that we guide him on his route back to good health. Because he came to your office, you must take the lead. If a patient does not want to comply, simply state "it is Dr.________'s policy to . . . . If you do not wish to comply, then you may discuss it with him." Since he does not wish to have a conflict with the doctor, he usually does as requested. However, a staff member must never get into a conflict with the patient. This is the doctor's responsibility! Never, ever get into a confrontation with a patient. Just let the doctor know about the patient's concerns. By the end of the first visit, if you have done your job, the patient should be feeling a sense of relief. He has finally found someone who will help him. This is a team effort! The entire staff, the doctor and the patient must be responsible for the task at hand. Before the patient leaves the office after the first visit, he should have written instructions on what he must do until he comes back for his report of findings. These instructions must be given verbally, as well. Additionally, the patient must be fully aware of what his next visit will entail. "Mr. Smith, on Wednesday when you come back, Dr. ________ will want to go over the results of your examination and your X-rays. It is important that you understand your condition and what he can do to correct it. He will have a written report prepared specifically for you and you can expect to be here for approximately one hour. At that time the doctor will answer any questions you may have. Please feel free to bring your spouse or someone else along with you. Since we will be scheduling extra time for you to spend with the doctor, it is very important that you are on time for your appointment. Do you prefer Wednesday morning or Wednesday afternoon?" And finally the payment: "Today your charges included an initial visit for 75 and full spine X-rays for 95 (you should leave out the word dollars and you should itemize the charges). Your total is 170. Will you be paying with cash, check or credit card?" Look at the patient and wait for an answer. When all of the business has been completed, conclude with: "It was very nice to meet you, and I sincerely hope Dr.________ will be able to help you. Don't forget to follow his instructions, and we look forward to seeing you on Wednesday." Never tell the patient to expect to feel better or promise the doctor will help him. That is the doctor's job on the second visit. At this point, we know nothing about his condition! Don't give him false expectations or it will open the possibility for disappointment and disillusionment. It is important to give him hope, encouragement, and confidence, but not promises! Guide new patients throughout the first visit as if they are blind. Explain everything you are doing and the reason why. When they understand the concept, they will tend to be more compliant. What you say and do on the first visit, usually determines whether they patient will commit to your care, therefore, giving you the opportunity to make him a chiropractic patient for life.