BACK TALK SYSTEMS, INC. 14998 W. 6th Avenue, Suite E-500 Golden, CO USA 80401 USA 1-800-937-3113 CANADA 1-800-461-0100 UNITED KINGDOM 44(0) 1202-534-986 AUSTRALIA 1-800-800-963 www.backtalksystems.com Team Tip #8 COLLECTION MENTALITYäMONEY MATTERS My previous newsletter explained the importance of keeping the patient from owing money and subsequently returning to health. That's what they came to you for and that's your responsibility. Of course, if you don't place a value on chiropractic, neither will they. If a patient owes money, it's your fault. Somehow, you allowed them to think that they don't have to pay. Or, worse yet, you don't believe that chiropractic care is worth paying for and therefore, you feel uncomfortable about asking for payment. A few months ago, a new patient came into our office in a great deal of pain. Like any other chiropractic assistant, I went about making her as comfortable as possible and went out of my way to help her complete her paperwork. We helped her through the consultation and performed an exam. After a thorough examination, x-rays, and adjunctive therapy, we fitted her with a back support. We gave her written instructions, went over them verbally with her, and supplied her with an ice pack. Additionally, we recommended some nutritional supplements that would help her begin the healing process. Each one of us handed her off to the next person and explained exactly what we were doing. In other words, we gave this patient focused, compassionate care! When her visit was over and she came to the checkout desk, I first checked that she was satisfied with her treatment. "Hi Mary, how did your first visit go?" I always ask a patient that question, because you can tell immediately if they were happy with our staff. This was her response: "Susan, I just can't believe the care your office gives. I am so grateful that Mimi referred me here! I have never been treated so well at a doctor's office and I have never had such a thorough examination. He even took x-rays, I am so glad he did because I really am worried about this. I feel like I am finally getting the care I need. I'm already feeling better!" She then added, "You won't believe what I've been through. I've been to several doctors and even an orthopedist. Not once did any of them give me an examination like this. The orthopedist didn't even touch me! He just gave me a prescription of pain and anti-inflammatory medication which created even more problems. That was it, he didn't even tell me to come back!" When I added up her charges, they were substantial. She reached into her purse, pulled out her checkbook and as she was writing out her check she said, "This is worth every penny. I can't thank you enough." What makes chiropractic care so valuable? Here are some reasons: ± A professional, caring staff. ± Thorough consultation and evaluation. ± Thorough examination and x-rays. ± Non-invasive, hands on treatment. ± Patients often feel immediate relief. ± Extensive written report of findings and subsequent treatment plan. ± Positive healing environment. ± Education about chiropractic and it's healing results. ± Education about nutrition. ± Education about exercise. ± A properly functioning nervous system. ± Improved function of the immune system. (In our toxic environment, your immune system is working to keep you healthy! You must give it as much help as possible!) ± Relief from pain. ± Preventative health care. ± Maintenance care that is affordable. (Eliminate one dinner out a month and you have paid for your maintenance visit AND invested in your most valuable possession....your health) So...now that you understand the value of chiropractic, and now that you realize that there is nothing more important than your health, isn't it worth the investment? The only way your patients are going to understand and believe is if you believe also. Your responsibility is to tell them! Therefore, making it easier to collect for this valuable service that you and your chiropractor provide. The preceding information has been excerpted from The Chiropractic Team Training and Practice Management Manual written by Susan Hoy and available at Back Talk Systems. This manual contains over 200 pages of team training tips and practice management procedures and forms. Why not join the hundreds of chiropractors who have already made the commitment to organize and systemize their office. For more information contact Back Talk Systems at 800-937-3113 or log onto their website at www.backtalksystems.com.