Why Patients Leave Chiropractic or Healthcare Practices

Patients don’t primarily leave due to cost, outcomes, equipment, or location. Studies reveal the real reason: lack of empathy and perceived indifference from staff.

Study #1: 68% of customers leave due to employee indifference, far outweighing issues like price (9%) or product (14%). Empathy fosters loyalty.
Study #2: Disinterested, unempathetic staff drive dissatisfaction and churn. Personalized, caring service is key.
Study #3: 59% of customers abandon a brand after one poor, unempathetic experience, while 73% stay loyal after a positive, caring one.

Patients value feeling cared for over clinical expertise. As Jimmy Parker, D.C., emphasized with “Present Time Consciousness,” staying fully engaged with patients is vital but challenging in a busy, high-volume practice.

The Solution: Stay Curious and Be Interested

Empathy starts with curiosity. Genuine interest in patients as individuals—not just cases—builds strong relationships and boosts retention. Ask about their lives, like their hobbies or unique traits:

• “Betty, where did you get those blue shoes?”
• “Frank, why’s your group called Kiwanis?”

This authentic curiosity makes patients feel valued and fosters loyalty.

Test Your Team’s Curiosity

To embed this approach, routinely quiz your team during case management meetings about patients’ personal details, like a new patient’s favorite sport or where an active patient shops. This friendly exercise keeps everyone engaged and curious, strengthening patient relationships.

Stay Curious and Goal-Driven

A practice thrives on relationships, not just clinical skills or billing codes. By staying genuinely interested in patients, you’ll enhance retention and build a loyal community.

Key Points: Patients leave due to perceived indifference, not cost or outcomes. Empathy, driven by curiosity, is the solution. Test and encourage your team to stay interested in patients’ lives to improve retention.

Ed