OFFICE PROCEDURE/ THE
SUCCESSFUL OFFICE
STEP ONE
A SUCCESSFUL OFFICE START LONG BEFORE THE NEW PATIENT ENTERS
YOUR OFFICE. A SUCCESSFUL OFFICE BEGINS WITH ALL OFF THE PARTS OF THE
MACHINE RUNNING IN SYNC AND IN PROPER ORDER. IT MOSTLY INVOLVES THE HEAD SPACE
OF THE DOCTOR. UNDERSTAND THAT YOUR HEAD SPACE WILL DETERMINE THE LEVEL
OF YOUR GROWTH. YOU, ARE AND WILL BE, THE HARDEST PATIENT YOU WILL EVER
MEET. ONCE YOU FIX YOU, THE REST BECOMES EASY.
THE SECOND IMPORTANT THING, IS YOUR OFFICE WILL ONLY GROW TO
THE CAPACITY OF YOUR FRONT DESK PERSON. MEANING YOUR FRONT DESK MUST OWN
CHIROPRACTIC. AND THAT PERSONS PROCEEDURE MUST BE 5 STAR. IF YOUR
FRONT DESK PERSON IS OFF AT ALL, YOUR GROWTH WILL STOP AS IF YOUR PRACTICE HIT
A BRICK WALL. I HIGHLY SUGGEST, NO MATTER HOW GOOD YOU FEEL THAT PERSON
IS, YOU NEED TO CONTINUOUSLY TRAIN THEM USING THE 51 STEPS PAC I SENT YOU IN
HAND. THIS TRAINING MUST BE ONGOING. I SUGGEST 10-15 MINUTES DAILY,
AND 1-2 HOURS EACH WEEK.
STEP TWO
BEFORE THE PHONE RINGS, YOUR FRONT DESK PERSON MUST BE
MENTALLY BE CONCEPTING NEW PATIENTS. IN ENGLISH, EACH TIME THE PHONE
RINGS THE FRONT DESK ASSUMES THAT THE PERSON ON THE OTHER END IS A NEW
ONE. WE HAVE ALWAYS HELPED THAT ALONG USING WHAT I CALL GREEN DOTS.
THESE ARE SMALL ROUND GREEN STICKERS WE PUT ALL OVER THE PLACE IN THE OFFICE.
ON THE PHONE, ON THE FRONT DESK, EVERYWHERE. EACH TIME WE LOOK AT THE
DOTS, WE THINK NEW PATIENTS. AND YOU KNOW WHAT? NEW PATIENTS TEND
TO JUST FALL OUT OF THE SKY. INTERESTING ISNT IT. YOU MIGHT CALL IT
ADVANCED CONCEPTING. VERY POWERFUL.
WHEN YOUR C.A. DOES ANSWER THE PHONE, THE VERBAGE MUST DRIP
WITH RECCOGNITION OF THE PERSON ON THE OTHER END. ASK YOURSELF, IS MY
FRONT DESK PERSON ADDRESSING THIS PERSON AS IF IT WERE HER/HIS LONG LOST
RELATIVE? IF NOT, CHANGE IT. THIS IS IMPORTANT. THE FRONT
DESK PERSON MUST BE GOING OVER THE TOP. WAY OVER. BECAUSE THAT
IMPRESSION WILL BE LASTING. AND WILL HAVE A DIRECT IMPRESSION ON EACH AND
EVERY ONE OF THE STEPS THERE AFTER. DO NOT UNDERESTIMATE THIS STEP.
STEP THREE
WHEN THE PATIENT ENTERS YOUR OFFICE, THE GOING OVER THE TOP
MUST CONTINUE. THE CA NEEDS TO GET UP OUT OF THE CHAR AND GREAT THE
PATIENT WITH A WARM SMILE AND DOUBLE HAND SHAKE. THE PATIENT MUST ENTER
THE OFFICE AND BE LIFTED 4 FEET OF OFF THE GROUND. DOES THIS HAPPEN IN
YOUR OFFICE? IF NOT CHANGE IT. AND CHANGE IT NOT. THIS IS THE
NUMBER ONE, MOST IMPORTANT NEW PATIENT IDEA/PLAN YOU HAVE. USE IT.
STEP FOUR
MAKE SURE NEW PATIENT ENTRY IS EASY AND PAINLESS IN YOUR
OFFICE. MAKE THE PAPER WORK SIMPLE AND EASY. IT SHOULD TAKE 15 MINUTES OF
LESS. IF IT TAKES LONGER THAT THIS FOR A NEW ONE TO GET IN, IT IS A
NEGATIVE AND WILL HAMPER YOUR ABILITY TO SEE THE NUMBER OF NEW ONES YOU WISH TO
SEE. AFTER THE PAPER WORK IS COMPLETE, YOUR FRONT DESK CA HAND DELIVERS
THE NEW PATIENT TO THE CONSULATATION ROOM. THIS IS ONLY ONE OF TWO TIMES
THE CA HAND DIRECTS PATIENTS, HOWEVER IT IS IMPORTANT TO DO SO IN THIS STEP.
STEP FIVE
YOU REALLY NEED A PRIVATE CONSULTATION AREA OR ROOM.
THIS ROOM NEEDS TO BE 5 STAR AND IS DESIGNED TO "WOW" THE NEW
PATIENT. YOU NEED TO BLOW THEIR MIND IN THIS STEP. IF YOUR CURRENT
CONSULT AREA DOESNT DO THIS, THEN CHANGE IT. THIS AREA MUST BE POSH,
NEAT, IMPRESSIVE, AND DRIP CHIROPRACTIC. WHEN THE DOCTOR ENTERS THE
CONSULT ROOM, HE OR SHE MUST MIRROR THE CA. A WARM HAND SHAKE, BIG SMILE,
LOTS OF PASSION AND ENERGY. THIS MEETING POINT, IT CRITICAL IN THE FUTURE
MANAGEMENT OF THE PATIENT. THE DOCTOR, AFTER THE INITIAL MEET AND GREET,
NEEDS TO BORE A HOLE IN THE BACK OF THE PATIENT SKULL. FOCUSING ON THE
PATIENTS CONCERNS WITH TOTAL FOCUS AND CONCENTRATION. THIS PATIENT WILL
BRING SYMPTOMS WITH THEM. AND THE DOCTOR MUST PAY CLOSE ATTENTION TO
THEM, EVEN THOUGH YOU KNOW THAT SYMPTOMS MEAN VERY LITTLE. AS THE
CONSULT PROGRESSES, YOU MUST CHANGE THE LINE OF QUESTIONING AND
THINKING. ASK ABOUT ORGANIC PROBLEMS. HEALTH ISSUES.
DIGESTIVE ISSUES. ALLERGY, HEART, BREATHING, ETC, ISSUES. THE MORE YOU
CHANGE DIRECTIONS TO THIS COURSE, THE MORE CONTROL YOU WILL HAVE OVER THE
MANAGEMENT OF THE CASE. AND THE REASON IS SIMPLE. IF ALL YOU FOCUS
ON IT PAIN OR SYMPTOMS, THEN ONCE THESE ARE GONE, THE PATIENT WILL BE GONE.
BUT IF YOU EDUCATE AND CHANGE THE VALUE SYSTEM OF YOUR PATIENT STARTING FROM
DAY ONE, THEN THEY WILL COME TO UNDERSTAND THAT THERE IS ANOTHER, MORE IMPORTANT REASON TO CONTINUE CARE.
HAVE YOU EVER NOTICED WHEN YOU GO TO THE DENTIST THAT
MOST OF THE TIME, THE WHOLE FAMILY GOES THERE? RARELY DOES THE MOTHER GO, AND
LEAVE THE KIDS AT HOME TO HAVE THEIR TEETH ROT OUT OF THEIR MOUTH. THIS IS
BECAUSE THE PARENTS UNDERSTAND THERE IS AI NEED TO THE WHOLE FAMILY TO HAVE
SOLID DENTAL HYGINE. I HAVE TO ASK MY SELF, WHAT IS MORE IMPORTANT, CLEAN TEETH
OR A FUNCTIONING NERVOUS SYSTEM? SO IF THE DENTIST CAN EDUCATE AND GET THE
FAMILY TO COME IN FOR CARE. THEN SO CAN YOU. FOR A MUCH MORE
IMPORTANT REASON. LETS TALK ABOUT HOW.
STEP SIX
THE NEXT PART OF YOUR DAY ONE JOURNEY IS THE NEW PATIENT
EXAM. LETS BE HONEST, MAYO CLINIC, THE MOST RECOGNIZED DIAGNOSTIC CLINIC
IN THE WORLD, IS ACCURATE, UNDER 30% OF THE TIME. SO WHAT IS THE VALUE OF
YOUR NEW PATIENT EXAM? THE ANSWER IS SIMPLE, IT IS A MAJOR BONDING OPPORTUNITY
BETWEEN YOURSELF AND THE PATIENT. IT IS ALSO A SEPARATING
OPPORTUNITY. IT SETS YOU APART. IT GIVES THE PATIENTS THE
OPPORTUNITY TO RECOGNIZE YOU AS A DOCTOR. SOMEONE WHO KNOWS WHAT THEY ARE
DOING. IT GIVES YOU CREDIBILITY IN THE PATIENTS MIND. THIS WILL SET THE
TONE FOR THE REST OF THE DOCTOR PATIENT RELATIONSHIP. AND WILL DETERMINE IF THE
PATIENT FOLLOWS YOUR RECCOMENDATIONS, REFERS TO YOU, AND PAYS YOU. SO THE
EXAM SHOULD LAST 10-15 MINUTES. IT SHOULD BE THOROUGH AND AS
COMPLETE AS POSSIBLE.
STEP SEVEN
AFER THE EXAM, IT IS IMPORTANT TO X RAY THE PATIENT.
THERE ARE SEVERAL REASONS. FIRST, YOU CAN SCREEN PATHOLOGY, SUBLUXATION,
MIS ALIGNMENT, ETC. BUT MORE IMPORTANTLY AND MORE USEFUL, IS THE FACT
THAT VISUAL COMMUNICATION IS THE MOST POWERFUL AND MOTIVATING PATIENT TOOL YOU
HAVE. AND THE MOST POWERFUL VISUAL COMMUNICATION TOOL YOU HAVE ARE THE
PATIENTS OWN X RAYS. THERE IS SOMETHING POWERFUL, ALMOST MAGICAL IN THE
WAY VIEWING ONE VERY OWN INSIDES, IN THIS CASE, THE SPINE, CREATES A POWERFUL
MOTIVATING TOOL. VISUAL COMMUNICATION THROUGH THE FILMS WILL RADICALLY
IMPROVE YOUR PATIENT RETENTION, REFERRALS, AND MOTIVATION TO FOLLOW THROUGH ON
YOUR RECCOMENDATIONS.
STEP EIGHT
THE NEXT STEP IS RELEASING THE PATIENT FROM THE FIRST
DAY. IN A NUTSHELL IT IS NORMALLY AND ERROR TO ADJUST YOUR PATIENT ON THE
FIRST DAY. SO RARELY IF EVERY DO THIS. AND YOU CAN NOT DO THIS, BY
RELEASING THE PATIENT PROPERLY. HERE IS WHAT YOU SAY AFTER YOU EXAMINE,
AND TAKE THE FILMS. YOU ARE SITTING KNEEE TO KNEE WITH YOUR PATIENT
AND SAY THE FOLLOWING. "FRED, WHAT I NEED TO DO NOW IS REVIEW YOUR
EXAM, AND ALL OF ITS TESTS. THEN WHEN I AM DONE, I WANT TO STUDY
YOUR X RAYS. I NEED TO GO OVER THE FILMS BONE BY BONE AND SPEND TIME WITH
IT. SO IT IS VERY IMPORTANT THAT I NOT RUSH THROUGH THIS. WITH THAT
IN MIND, AND WITH YOUR PERMISSION, I WONT BE ABLE TODO ANY MORE RIGHT NOW,
HOWEVER I WILL BE READY FOR YOU TOMORROW. WHEN YOU COME BACK TOMORROW, I
WANT TO REVIEW THE EXAM WITH YOU, AND GO OVER THE X RAYS PERSONALY WITH
YOU. AND OF COURSE THERE IS NO CHARGE TO DO THAT. DO YOU HAVE ANY
QUESTIONS?"
IF YOU SAY IT THIS WAY, YOU WILL HAVE NO PROBLEM AND THE
PATIENT WILL WANT YOU TO BE THOROUGH AND NOT RUSH, AND WILL BE HAPPY TO AFFORD
YOU THIS TIME. IT ALSO IS A PIECE OF THE BIG PICTURE IN SETTING YOURSELF
APART FROM THE REST. "BOY, THIS CHIRO IS DIFFERENT, I AM IN THE
RIGHT PLACE!"
STEP NINE
THE FINAL STEP ON DAY ONE IS GETTING PAID AND MAKING THE
APPOINTMENT FOR THE NEXT DAY. IT IS IMPORTANT THAT AT THE END OF THE
RELEASE BY THE DOCTOR OUTLINED ABOVE IN STEP SEVEN, THAT THE DOCTOR EXPLAIN THE
BASICS OF THE FINANCES. FOR EXAMPLE IF IT WERE A CASH PATIENT, THE DOCTOR
WOULD SAY "YOUR EXAM IS $30 AND YOUR X RAYS ARE $49, $79 TOTAL. YOU
CAN TAKE CARE OF THAT WITH USE AT THE FRONT DESK. AND IF YOU HAVE A COPY
OF AN INSURANCE CARD, YOU CAN LEAVE THAT WITH SUE AND WE WILL SEE IF THERE IS
COVERAGE FOR THESE ALSO. HOWEVER IT IS IMPORTANT TO GO AHEAD AND TAKE CARE OF
TODAYS FEES WHEN YOU LEAVE, WITH SUE." "DO YOU HAVE ANY
QUESTIONS?" "AND ONE LAST THING, TOMORROW I
WANT YOU TO BRING WITH YOU YOUR SPOUSE, BECAUSE IT IS VITAL THAT HE/SHE SEE
YOUR XRAYS AND UNDERSTAND WHAT IS GOING IN, AND HOW TO BEST HELP YOU."
AT THE END OF STEP EIGHT YOU TAKE THE PATIENT TO THE FRONT
DESK AND BID THE PATIENT GOOD DAY, MAKING CERTAIN THE PATIENT PAYS, AND THAT
THE FRONT DESK CA MAKES A RESERVATION FOR THE PATIENT FOR THE NEXT DAY.
IT IS BEST IF THE DOCTOR OVERSEES THIS STEP WHEN EVER POSSIBLE TO MAKE SURE
NOTHING SLIPS THROUGH THE CRACKS.
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