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Chiropractic Management: When Patients Won’t Stop Talking

By Dr. Russ Rosen | Patient issues

Patient communication is a vital part of chiropractic management. Knowing what to say, how to say it, and when to bring it up is a vital part of running a smooth operation.

With that being said…
Have you ever had a patient who just would not stop talking?

Have you ever had patients who just go on and on and on?

Have you had a new patient talk about every single ache and pain they have ever had, go on about every nook, cranny and orifice?

When you ask them when it started they say, “Well my great great grandmother came over on the Mayflower and SHE had low back pain!”

Do your regular patient visits going on and on with people talking about the weather, their beautician’s new puppies or the latest sporting event!?

This is such a challenge for so many of us! We don’t want to be rude but the truth is we must run on timewe hate it when we run behind and frankly these people can suck the life out of us!

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Do you ever have a difficult time telling your patients the truth?

By Dr. Russ Rosen | Patient Care , Patient issues , Patient Strategies

I was having a conversation with a doctor the other day who was having a challenge just telling the patients her truth.

She said that when it came to things like telling the patient how much care she thinks they really need or asking for referrals or a whole host of other things, she was really having a tough time.

The last thing she wanted her patients to think is that she is in it for the money.

Now the truth of the matter is this: I have had this same conversation with many doctors over the years. It may be about telling the patient what they need to get to a certain level of health, or asking for referrals. It may be telling the patient that if they really want this to resolve they will need to eat better, or deal with stress or get some exercise. It could be telling patients that if they don’t make certain changes like their frequency of care they really are not going to get the results that they want etc.

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I want you to go home and sleep on it.

By Dr. Russ Rosen | Communications , Patient Care , Patient Strategies

When coaching doctors through the report of findings process, we hear them say thing like

“I try to show them the care plan I would recommend and then tell them that I don’t want them to make a decision today. The last thing we want to do is pressure them to do anything. So we want you to go home and sleep on it and come back next time and let me know if you would like to do a program of care or just pay per visit for now.”

That all makes sense, doesn’t it? When I hear this kind of statement, I find that the doctor is in one of two categories: they are non-assertive and “roll over” when a patient pushes back (sometimes referred to as the O.K. Corral) or they’re tired of the high-pressure sales tactics that they’ve been told they HAVE to use. (By the way – the second category almost ALWAYS says that the high-pressure stuff has ruined their reputation and cut down on their referrals.)

Here is the problem with using the quote above: it is BS!

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Survey: are your patients referring?

By Dr. Russ Rosen | Communications , Patient issues , Patient Strategies

We all want patients who happily stay, pay, and refer. When new patients come to us, we want to make sure that they have a great experience so that they “get” what we do. We then move to ensure that they stay because we can’t restore them to optimal health if they don’t show up.

So when does that third part come into play? When do we figure out the right time to focus on “refer”?

This is a subject that is certainly up for debate. Head to a convention or a conference and bring it up during happy hour – you’ll hear lots of opinions and ideas. Which ones are right? Which ones are realistic? Most importantly: which ones actually work?

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