Kiki Herfert brings over 30 years worth of world wide chiropractic experience to her columns, convention presentations, and management work.
With the new year unfolding, I decided to suggest you consider several things I think would make life a lot easier for you. They aren't glamorous or "hot" topics, but based on my phone calls, mail and convention conversations with many of you, they keep tripping you up.
Many common patient/practice management problems could be reduced or eliminated by having a brief daily meeting. Coffee and notepads in hand, everyone meets at the same time in the same place every day to review the day to come. You brief each other on possible trouble spots in the day. For instance: "We are going to be very busy from 4:30 to 6:00 this afternoon. Susie, be sure you concentrate on ________ so that Mary can ________."
This is neither an instruction session nor a "gripe group." Each person expresses their concerns, needs or solutions for the day's challenges. If the meeting is much longer than five minutes, you are missing the point. Anything that needs more is done individually on an "as needed" basis. Talk to each other!
Get your new patients started out right by explaining your financial policies no later than the day of the report of findings. Tell the patients how much things will cost, how they can pay, and that they need the care, even if their insurance runs out. You don't need to cut your fees, but you may need to help them figure out how to pay (MasterCard, Visa, financing, etc.). Bring it up long before it happens.
Treat your current patients as well as you treat the new ones. Stop talking about current events, your life, and sports, and start talking about why they came to see you. Make every visit a mini report. Think out loud as you palpate, test and adjust. Explain why you are adjusting a particular area. Tell them how it relates to their health problems and concerns.
A friend of mine once said he told patients, "An adjustment was like microsurgery, physical therapy and spinal rehabilitation all rolled into one!" What a great mental image he gives his patients. It sure beats "Snap, crackle and pop." We need to treat our present patients as though we mean it when we say we want them to be lifetime patients.
Start running the business part of your practice like a business. Unless you have pledged to accept anyone and everyone, even if they mistreat you, you need to charge appropriate fees and collect them. You only have so much time and energy. Make sure those who are financially able to pay actually pay. Be sure you and your staff know the difference between ability to pay and willingness to pay. Do some true charity work.
Demand more of your staff and pay them better. If your staff people are doing their jobs well, they should be paid as well as people in similar jobs. You need good people to help you. Don't keep people who can't or won't do the job. You can't turn people into something they aren't. You need staff who can deliver the goods. They need to be there during the hours you need them. They need to collect the money for you.
Stop moaning and groaning about how bad your practice is. There's no doubt the easy money insurance days are fading (or gone), but there are sick, suffering people everywhere. You need to become so good at selling chiropractic and yourself that they want to have it. People will pay for what they want much more readily than something they actually need. So make sure you "sell it so they want it."
Act as though you are glad to be in the office. I truly believe that people are more attracted by who and what you are than by your actual abilities. I certainly hope you are competent and capable, but how will people ever find out if they aren't attracted to you? If you aren't glad to be in the office, figure out why and fix it.
Pull up your socks and get going on this great new year. People need what you have.
As a final note, for any of you who would like a copy of an article I wrote on creating more time in your day, send me a stamped, self addressed envelope marked "time." No mercy calls or fax requests, please -- send the envelope.
I'm always interested in hearing your thoughts and questions. I want my column to reflect real life -- your real life! You can talk to me or write me at:
Kiki Herfert
15852 Jefferson Avenue
Grosse Pointe Park, MI 48230
Tel: (313) 822-9199
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