We all know or have heard that the number one reason that a patient drops out of care, based on surveys, is that they experienced an \u201cattitude of indifference\u201d on the part of the doctor or the staff.<\/p>\n
Most offices nod knowingly and are assured that their office cares about the patients, that their staff show concern, that their doctors have the patient\u2019s interest at heart.<\/p>\n
But what is an \u201cattitude of indifference?\u201d How does it manifest in a clinic? What does it feel like to a patient?<\/p>\n
A patient experiences an attitude of indifference when they feel they are the 38th visit on a 60 visit day. They experience an attitude of indifference when they feel like they are on visit 15 of a 36 visit treatment plan and that everything is the same as the last 13 visits.<\/p>\n
They feel an attitude of indifference when the doctor says, during the ROF, that he will give them some home exercises, and then doesn\u2019t. Or when the doctor instructs them to attend the spinal care class as an important part of the treatment plan and no one schedules them for it, or when the front desk says they will order a supplement for them and a month goes by without the order, or the doctor says she will do a re-exam and then keeps putting it off, or when the doctor is running 5-10 minutes behind each visit or worse, comes in late.<\/p>\n
Normally, you may still get that patient to follow through. But put yourself in the patient\u2019s shoes. They are feeling better, even feeling \u201chealthy\u201d now, they have a $30 copay twice a week, and they have just heard that the company their husband works for may be laying off some people.<\/p>\n
90% of the population right now, according to USA Today, is worried about the economy. Many have been affected, and many more are concerned \u2013 they are uncertain. When will things get better? Are we heading down farther? Am I going to have any money left?<\/p>\n
When people are uncertain, the decisions they make are either \u201cno\u201d or \u201cmaybe\u201d (which isn\u2019t a decision but a postponement). They don\u2019t decide that now is a great time to spend more money. Not on cars, not on restaurants, not on healthcare.<\/p>\n
Expressing an attitude of interest is an \u201cevery visit\u201d manifestation. That patient\u2019s visit is not the 38th of the day or the 15th in their treatment plan \u2013 it is a singular, unique moment in time that will never occur again. It is a one and only opportunity to make an impact and a difference in that patient\u2019s life. When you talk to them about the weather (\u201cgee, cold out today, isn\u2019t it?\u201d) or tell them a joke in the treatment room or bs about the Packers \u2013 and if that is ALL you do that visit, you are just more white noise in their life, just another piece of spam in their mental inbox.<\/p>\n
You have to manage a patient\u2019s care EVERY visit, you have to work to make a difference in that patient\u2019s life EVERY visit. If you don\u2019t, that is an attitude of indifference. There is no other way to put it.<\/p>\n
There are four critical factors that go into growing during a recession. These are:<\/p>\n
1)\u00a0\u00a0 \u00a0Great customer service. During a recession, other businesses cut back on the front end. People want and need good customer service. They deserve it from your office.<\/p>\n
2)\u00a0\u00a0 \u00a0Excellent patient financial plans, well communicated. The first response in some clinics when times get tight is to tighten up your financial plans. \u201cAll patients have to pay their copay before they see the doctor. No copay, no visit.\u201d Do this and watch your practice drop by 50% (actual case).<\/p>\n
3)\u00a0\u00a0 \u00a0Step up your marketing. Great customer service and flexible financial plans don\u2019t mean anything if no one comes in. Marketing is a variable expense and one of the first areas businesses cut. There were over 650 auto makers in the US before the great depression. After, there were six. Clinics are closing, going out of business right now. You can pick up market share.<\/p>\n
4)\u00a0\u00a0 \u00a0Increase your patient education. Patients aren\u2019t going to blindly come in \u201cbecause you said so\u201d. Educating patients on wellness, having a wellness report of findings, and a \u201ccan\u2019t resist\u201d wellness financial plan are keys to building your practice.<\/p>\n
Following the 3-Goals principles, review the above four points. Implement them personally. Review them with your staff and see how they can implement them further. Review them again and refine them.<\/p>\n
There has never been a better time to grow your practice.<\/p>\n","protected":false},"excerpt":{"rendered":"
We all know or have heard that the number one reason that a patient drops out of care, based on surveys, is that they experienced an \u201cattitude of indifference\u201d on the part of the doctor or the staff. Most offices … Continue reading