BACK TALK SYSTEMS, INC. 14998 W. 6th Avenue, Suite E-500 Golden, CO 80904-5025 800/937-3113 800/696-1165 (fax) www.backtalksystems.com Team Tip #52 ARE WE REALLY EDUCATING OUR PATIENTS? A few weeks ago, one of our patients was having problems with his neck. Glen requested an MRI of his cervical spine so that he would have a better understanding of his problem. When the report came back, it cited several spinal herniations, one of which encroached into the left foramen. The report also mentioned degeneration, osteophyte formations, and some cord impingement. My doctor called Glen at the end of the day and spent at least twenty minutes going over the report with him. The next day when Glen came in for his treatment, doctor spent more time explaining the problem. As Glen was checking out, I asked him what was going on with his neck. He looked confused and perplexed, "I don't know", he said. Since I knew that my doctor had spent a lot time explaining his condition, I was surprised at his frustration and confusion. "Glen, do you want me to go over it with you?" He smiled and said, "Would you?" I went to his file and pulled out his report, then I brought out the disc degeneration model that shows the stages of degeneration. I admitted that until I saw this model, I too didn't understand degeneration or some other aspects of chiropractic. They were all just words to me, too! In my own simple terms, I explained what osteophytes were (build-ups of calcium). I showed him a herniation and explained why some put pressure on nerves that cause pain, yet some do not hurt at all. It all depends on its location. I explained that foramen is just another word for an opening or space, and that edema means swelling. He told me that the doctor mentioned the possibility of an epidural. He admitted that he thought that only women who were having babies had an epidural. I agreed and admitted that I used to think that too. I explained that an epidural is an injection into the spine. The difference is what is injected. His epidural would contain cortisone which would hopefully shrink the herniation and reduce the swelling, thus relieving the pressure on the nerve, thereby, relieving the pain. After the epidural, we would be able to continue to treat his condition more successfully. By the time I had finished, he was smiling. You see, what happens is that some patients get very apprehensive when listening to the doctor, which makes it difficult for them to listen effectively. Then they don't want to admit to the doctor that they don't understand. So when the doctor uses the word osteophyte, the patient nods his head. Speaking the word foramen, draws another knowing nod. Degeneration? Of course, everyone has heard of that. I'll just nod my head again because at least I've heard of that word before. Epidural? Oh, no! He thinks I'm pregnant. It is for this reason, that all CA's must have a thorough understanding of all of these terms, and be able to explain them in their own words. We are far less threatening than the doctor! Patients will admit to us that they are confused. I would bet that we would be astounded by how many patents walk out of a report of findings even more confused than they were before. Additionally, we have to remember that patients are apprehensive and often in pain which also inhibits their ability to listen and understand. As Glen left, I could see that he understood and was less apprehensive. It made me feel good because I was able to help him understand, and all the while, my doctor was able to continue treating other patients. A well-trained and chiropractic-educated CA is a valuable asset to a doctor who aspires to treat a lot of patients. I know many CA's who give their own health care lectures. A visit to the chiropractor should be an educational experience and every staff member must join in the process. Time spent educating staff members is an investment in the future of the practice. Following is an outline that we use for staff education. PURPOSE STATEMENTS: Practice Purpose Statement Chiropractor Purpose Statement Staff Purpose Statement (every staff member should have one) GOALS: Chiropractor and staff members Long Term Goals (5 Year) Short Term Goals (I Year,) (I Month), (Weekly), (Daily) CHIROPRACTOR RESPONSIBILITIES: Deciding hours of office operation Deciding types of patients desired Deciding how many patients to treat daily (weekly) Handling referrals or designating to staff Educating staff and patients Treating patients Giving Reports of Findings Establishing a fee control policy and maintaining staff adherence Patient Control Staff Motivation Patient Retention FRONT DESK RESPONSIBILITIES: Referrals New patients Patient scheduling Patient retention Patient recalls Patient reschedules Patient compliance Tracking Collections DOCTOR'S ASSISTANT: Patient education Supplies Supports Exercise equipment Exercise programs Patient follow-up phone calls INSURANCE CA: Keeping abreast of insurance regulations Patient insurance follow-up Billing and collections SOME TOPICS FOR STAFF EDUCATION: Chiropractic philosophy Chiropractic college requirements Chiropractor's education Schools attended Additional degrees Continuing education The Health Triad: toxins, trauma, emotional stress The Immune System (the doctor within you) Spinal vertebrae and the nervous system Techniques used by chiropractor (demonstration of each) Sample report of findings Explanation of X-ray findings You may order our new TEAM TRAINING AND PRACTICE MANAGEMENT MANUAL package, from which this article is taken, by calling 800/937-3113 today.