Imagine how simple it would be to report your findings if all of your new patients came with a USB port. Then all you would have to do is stick in a flash drive and transfer your findings along with the appropriate studies validating your recommendations. Well that day may come but not fast enough to make a difference in your practice right now. If you want more new patients you must take your good patient communication skills and make them great.

The Problem

The problem with most Report of Findings is that they don’t work. They fail to get results for the patient. Allow me to repeat that statement, “They fail to get results for the patient.” Most reports do not cultivate trust, deliver meaning or move the patient to follow through. Reports too often leave the patient dazed and confused and a confused mind always says no. This has real consequences for both you and your patients. The patient misses the opportunity to get the care they want and you lose the opportunity to serve!

You probably think (hope) that getting a patient to accept your recommendations is pretty straight forward. You gather the history, do the appropriate exams, formulate a plan and boom they start care. And of course the most famous bromide of them all, “They stay, pay and refer.” Too often reports are heavy on facts and light on human touch. Data-dumping does not get the results the patient needs. A doctor-centered report of findings focuses on what the doctor needs to say. A patient-centered approach focuses on what the patient needs to hear, it “relates” to the patient.

Stop reporting your findings and start “Relating Your Findings” using the following three steps.

1. Personalize the report
2. Give the patient your best recommendation
3. Make the decision process easy

Personalize every report.

Begin your presentation with, “As I understand it, the most important thing for you right now is to be able to_____.” Never use dogmatic platitudes like “You need to come for the rest of your life,” or weak avoidance tactics like “If you’re not better after five adjustments then chiropractic won’t work for you.” Both are cookie cutter one size fits all positions.

Make your best recommendation your only recommendation.

Interpret the examination findings then stand firmly upon your clinical opinion, best available evidence and experience to date. This is your point of view; you are the expert. Is it always right? Of course not, but it is the best you can do with what you know right now. Changing your recommendation during the report when you sense resistance is not patient-centered. It is, in fact, doctor-centered and fear driven behavior. Too often the fear of being criticized, or the need to make everyone happy makes us people pleasers not patient leaders.

Make the decision process easy

You must make the decision process easy. Address the patient’s problem in the context of how it is limiting their life. Make the cause of their symptoms tangible. Instead of saying misalignments are caused by toxins, thoughts and trauma, tell them exactly what you think. As an example you could say, “Spinal misalignments can occur as a result of accumulated stress and injuries. In your case I suspect ____.”        And make the care plan simple. As an example, “In order to get the results we are both looking for you will need a concentrated course of care over the next ____”

The reality is that patient non-compliance is a source of frustration for all health care providers. Yet chiropractors need to be better because our margin for error is a whole lot less. People always pay for services they value and value the services they pay for. And in today’s stingy economy, chiropractic care needs to be affordable and valued. You can take charge of your practice but only if you take responsibility for your role in patient non-compliance.

Your SIDECAR Team

Some days don’t go as planned. The stresses and challenges of trying to run a business, take care of family, and maintain personal time can lead to days that don’t run as smoothly as you had envisioned. These days can leave us feeling frustrated and they tend to affect us on multiple levels…

This is where the Rainy Day File comes in. The concept of the Rainy Day File is to have a place to house items that represent good times when someone paid you a compliment. These can be simple notes from patients, thank you cards, or tokens of appreciation.

Research in neuroscience shows that for every negative encounter you have you must experience five positive ones to offset the negativity. This is especially important to remember in the chiropractic profession. As chiropractors, we get hired and fired every day by patients. New patients come in and choose to hire you while other patients drop out of care, essentially firing you. Patients that leave may be critical about you and even ridicule you.

We’re all people and can’t always be perfect. That doesn’t mean we don’t strive to be perfect, but we need to understand that we won’t make everyone happy.

Start saving positive notes from patients. Be careful not to review your Rainy Day File every day or it will become entitled and give you a false sense of self-esteem.

Start taking time to celebrate wins and reflect on the good times when you’re down. It’s a simple exercise that will do wonders in helping pull you back when you’re down in the dumps.

Dr. Douglas Sea

Instant Gratification.

It’s a term that has become synonymous with the life we are now used to living. In society today, it’s easier to satisfy our wants and needs than ever before. Thanks in large part to technology; the world is literally at our fingertips. Instant Gratification has completely changed what the consumer expects. Has your office adapted?

Instant Gratification presents new opportunities and challenges to business owners. Your customers have become accustomed to being instantly satisfied. This can seem like an additional everyday stress and another obstacle to adapt to. However, with a little due diligence and a great team behind you, your business can upgrade into the realm of instant gratification. Here’s a few tips that you can implement immediately to enhance your customer experience in today’s world.

Instant Gratification Tips

1. Sweat the small stuff. Now, more than ever, every detail matters. A customer should utilize every sense (sight, touch, smell, sound, taste) during a visit t0 your office.
2. Establish and build meaningful relationships. Remembering customer’s names and stories goes a long way in creating meaningful interactions on every visit.
3. Deliver on your promises. Your office should have established “We Believe” statements. Remember, these are tangibly observable outcomes. Every “We Believe” statement should be encountered by every customer on every visit.
4. Eliminate wasted time. Instant Gratification has reprogrammed society to despise waiting time. If customers are spending time waiting in line or sitting around your office… It won’t be long until they find a new place to visit.
5. Don’t get complacent. If you find you and your team in a groove, don’t allow yourself to become too comfortable. Your consumer is constantly evolving and adapting new tastes and expectations. Continue to drill down on your fundamentals and improve your customer experience in all areas

The bottom line? Nothing beats exceptional customer service. Instant Gratification is here to stay and you need to find ways to incorporate it into your place of business. If you think your business is impermeable to it, it’s only a matter of time until you find yourself on the outside looking in!

Dr. Nathan Unruh, CXO, SIDECAR

Double Crush Syndrome is a hypothesis that states one nerve can be irritated in two separate areas resulting in a cumulative, increased negative effect. For example, some episodes of Carpal Tunnel Syndrome have shown nerve compression not only in the wrist but also in the neck or elbow. Double Crush Syndrome is important to understand for proper diagnosis and treatment.

At SIDECAR, we’ve discovered a different form of Double Crush Syndrome that exists and plagues many business owners. This form of Double Crush Syndrome states:

“Stresses at home and stresses at work can result in an overall cumulative, negative effect.”

In this piece, we will help you diagnose Double Crush Syndrome in your life and guide you through treating and preventing this phenomena.

Your Reality

The reality of entrepreneurship is that every business is a family business. Regardless of if family members are working in your business or not; your business’s performance will have a definite, measurable effect on your family. It’s incredibly difficult to operate a struggling business without feeling the effects at home. Troubles within the home also tend to lead to troubles in the business. It’s rare to have a good day in one area and a bad day in the other. Because of this cumulative effect, it’s important to establish proper boundaries and have the right mindset in both situations.

Here’s our best advice when dealing with these issues:

1. Leave your personal baggage at the door.
   When you enter your place of business you must have the ability to leave behind any outside issues you may be dealing with. These problems will still be there when you leave, but the only way they can enter your business is if you allow them in.
2. Take care of your needs (and your family’s needs) first.
   If your personal needs aren’t being met; you can’t expect that your business will be able to help meet the needs of others. This is the self-serving reality of human nature. A battery can not give off that which it does not have. In order to, be all-in at your business serving your customers; make sure you are getting your needs met. For some people it’s exercise, others may need to meditate prior to arriving at the office. Whatever you need to do to make sure you are at your best once you begin your day.
3. Be where your feet are.
   The ability to be present in every situation allows for you to be at your best regardless of outside circumstances. When you are at work, be at work. When you’re home with your family, be at home with your family. It’s natural to allow your brain to wander between the two but with proper focus and discipline you can remain in the moment and serve the purpose at hand.

4. Take a proper amount of trips and vacations.
   As the saying goes, if you think you need a vacation… it’s too late! At SIDECAR we’ve developed a rejuvenation system designed to allow you to take sufficient time off without stalling or stopping the momentum of a growing practice.

Your family shouldn’t suffer because of your struggling business. Your family should thrive alongside your business.

You can have it all. We can help you get there.

Your SIDECAR Team