Tag Archives: family

Family Referral Procedure

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A systematized procedure for generating more chiropractic patient referrals.

How many more patient referrals could you generate if you simply asked for them?

Sure, your patients refer others to you now, but how many more could you generate if you asked for them?

One of the best times to ask for referrals is at the beginning of care, just when they are starting to see some benefit. At this time, patients are excited about discovering your office and are more willing to tell others about your services.

This usually occurs between visit 3-8.  After about 3 weeks, the ”newness” of the experience can wear off and the patient can settle into a routine.

One procedure that we have seen effective is talking to the patient about a “Family Check-up Plan.”  We recommend that you present each patient with a “Family and Friends Guest Pass”, or “Get Acquainted Gift Certificate” for his or her family, and friends, good for a free spinal check-up as a routine procedure, usually on the 3rd visit.

Below you will find an example of a script for your chiropractic assistant, procedure notes, and an example of a gift certificate. You can edit the gift certificate and insert your office name and other information so that it is customized for your office.

SCRIPT AND PROCEDURE

Front Desk Chiropractic Assistant: After the 3rd visit, as the patient checks out, the Front Desk C.A. asks the patient:

“Did Dr. ABC mention our Family and Friends “Health Check-up Program?”

Patient: Responds.

C.A.: Explains or re-explains the program:

“Well, Dr. ABC wants to make sure that the family members of our all patients are properly checked for spinal related problems. We call it our Family Check-up Policy.

So many times he sees patients who come to us, in pain, who have spinal problems that could have been more easily corrected had we seen them sooner before they were in pain.

Now, there is no charge for this. Dr. ABC just wants to make sure your whole family is checked and healthy.

Any questions?

Patient Responds.

C.A. O.K. Here is a Gift Certificate you can give to a family member. It is good for (whatever you want to offer.) an 8-point spine and neck check-up and a consultation.
And, (smiling), as a bonus, we are offering a 15 minute massage from our massage therapist as well.

Patient Responds. That sounds pretty good.

C.A. Well, it gets better. This coupon is also good for any family member. You can even use it for a friend of yours too.

In addition, this makes you eligible for our Massage Therapy “Care To Share” Credit Program.  Every person you bring in allows you to receive a credit 15 minutes free massage on your account. This is our way of thanking you for sharing the benefits of chiropractic.

Patient Responds. Wow. That’s great!

C.A. Let me go over the card with you. (C.A. goes over how to fill out the card). Now, how many do you want?

Patient. Well let’s see, my son, my sister, and her husband. That’s three.

C.A. Great. Here they are. Let me initial them and get them numbered. Now they are good for 60 days. So try to encourage them to call and make an appointment before then.

[Makes a note on a log, usually kept at the Front Desk. Ask the patient about who the gift certificates are for.  Try to become familiar with the family and friends of the patient. Make a note of whom they are. In the following days, you can ask about these people again, showing interest and helping to remind the patient to bring their family and friends in for a health check-up.]

Patient. I will do it. Thanks!

NOTES:
Print the gift certificate on card stock and cut with a paper cutter. Your local copy shop can do this for you or you can in your office. The better you make the coupon, the more valuable it will be to the patient.

Only hand the gift certificate out to the patient personally. Never let them lie around or on the desk. Treat them as $100 bills.

If you miss the patient on the 3rd visit, ask them on the subsequent visit. Usually the 3rd to the 6th visit is the best time. The patient should start to benefit, and still be excited about the services he or she is receiving.

(For customizable samples in Word format, active PM&A and Marketing Manager System clients and members can go to the MMS Members web site.)

SAMPLE FAMILY & FRIEND HEALTH CHECK UP GIFT CERTIFICATE FILLED OUT.

Much more of this information can be found in the Marketing Manager System computer program.
Also, look for more free tips and tools to grow your practice. Link. Link.

Procedure on No-Charge Family Check-Ups

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Office Policy for No-Charge Family “Check-Ups”

This is an example of an office procedure written for all staff. It encourages patients to bring in their family for a simple spinal screening. Review this and adapt it for your particular office, and go over it at a staff meeting so that all staff understand its purpose and can apply it.

[OFFICE LETTERHEAD]

TO: ALL STAFF/DOCTORS

Our office has a policy that all family members are encouraged to come in for a no charge “Checkup”. The checkup is a brief consultation and screening.

There are a number of reasons for this.
1. Spinal abnormalities can be generic, and though the family member may not be experiencing any symptoms, it can never hurt to get the spine checked.
2. Additionally, part of our mission is to reduce the incidence of back problems occurring due to long time untreated and unknown spinal misalignments. It is much easier to align the back before major problems occur.  Many spinal problems start without any sign or symptom and it is easier to correct them if we can detect them before they become chronic or the patient gets older.
We unfortunately see many people only after a major injury or problem occurs, and then it takes a great deal of work to correct the problem.
Compare this to dentistry. Often, a dental problem can exist long before any pain or symptoms show up. With just a little work, the dentist can correct the problem and prevent a more serious condition in the future.
3. We firmly believe that an ounce of prevention is worth a pound of cure.
4.  Lastly, this is courtesy we provide to all of our patients.

This can be explained nicely during the financial consultation/post report of findings. It can also be explained to the patient during the 6th visit, or re-evaluation visit.

For example: “Mrs. Jones, I am not sure if Dr. Smith explained to you our “Family Check Up” policy.   Because we want to make sure your entire family is healthy, Dr. Smith recommends that all the family members of each patient get scheduled sometime for a complimentary spinal screening.  There is no charge for this and it only takes a few minutes.  Sometimes, children can have similar problems with their spine as their parents.

You can bring your family in at the same time as you come in for one of your appointments.  Just let us know beforehand, and we will schedule an extra few minutes for the screening.  We would like to do the screening of your children and (husband/wife) with you present so you know what is going on with them.  We can make a schedule for you today, or you can call and let us know at your earliest convenience.”

Obviously, try to schedule them that day, but if they do not schedule, schedule a follow up consultation after the fifth visit or twelfth visit, in order to implement the “Family Checkup Policy”.