Posts Tagged ‘Attitude’

THE PERCEIVED VALUE VERSUS COST FORMULA

Monday, February 11th, 2008

Whether a person chooses to continue or discontinue chiropractic care depends upon how much the person values the care when compared with how much they feel it is costing them.

If the value appears greater than the cost the patient will continue care. If the cost appears to become more than the value they will discontinue treatment. The more we can increase the perceived value the less we need to worry about the cost!

VALUE INCREASERS:

1) Experiencing benefits from chiropractic care. Especially if those benefits are over and above the initial complaint or the benefits expected.

2) Increased education and understanding about chiropractic.

3) Third parties (family and friends) experiencing benefits: Another great reason to stimulate referrals quickly.

4) A “paradigm shift”: Changing people’s attitudes from “don’t fix it till it’s broke”, to one of maintenance, prevention and/or preferably wellness. That is “getting the BIG idea”!

COST INCREASERS:

1) Financial constraints: The amazing thing about this factor is that the more you can increase perceived value the less important this becomes. If you want it then you will find a way to pay. However cost is one of the main reasons people discontinue.

2) Time constraints: The old saying is that “time is money”. If it takes a person more than 20 minutes to drive to your practice; then they sit in your waiting room for 20 minutes; then it takes 15 minutes to get adjusted; then it takes 5 minutes to pay and reschedule – that’s 80 minutes out of their life. And then you tell them you want to see them 3 times a week? Big cost.

VALUE DECREASERS:

1) No or slow perceived response to treatment.

2) A reaction to an adjustment.

3) ‘Chiropractic consultants’: Rumor, opinion and hearsay can always affect the attitude of a new member of the chiropractic “family”.

4) Our attitude towards chiropractic: It ‘rubs off’ you know!

5) “The law of diminishing intent”: Ever made a new year’s resolution; then a few weeks later it just doesn’t seem that important any more? Day to day stresses and commitments and the distractions of “life” seem to get in the way. That is – the original commitment gradually becomes diluted to the point of becoming unimportant:

If we constantly feed, reinforce and nurture our goals and resolutions there is less chance of them fading and getting lost in this way. It is never safe to think that a patient has got “the big idea” now, and will hence have it forever – they need constant feeding, reinforcement and nurturing of their goals and resolutions.

TWO WAYS TO GET PEOPLE TO DO THINGS:

1) Control and manipulate: This is like trying to get a donkey to move by putting a carrot in front of its nose or hitting it from behind with a big stick. The problem with these techniques is that the reward or the punishments need to be continually increased to receive the same response over a long period of time.

In our health care setting this would take claiming bigger and bigger benefits to our patients as they feel better (the carrot), or convincing people that if they don’t continue to see us something terrible will happen to them (the stick). At some point in time the carrot and the stick will not be big enough!

2) Build relationships and teach by example: This is not about getting people to do what we want them to do: It is about showing people how they can get what they want – by following our example!

Click Here To Find Out More About Practice Management Coaching…

YOUR ATTITUDE IS CONTAGIOUS!

Sunday, January 27th, 2008

The number and type of clients you see and draw to your practice are a SYMPTOM of your own attitude towards chiropractic!

1) If your attitude is that chiropractic is great for the relief of any number of aches and pains - then you will have a pain relief and crisis care practice.

No matter how many visits you try to extract from your customers, they will tend to use you only for the relief of aches and pains - you may have a PVA of 20, but this will be 20 visits of crisis care. And because you will see primarily pain relief occurring, you will justify your attitude. In other words, you will either not initiate larger state of wellbeing and general health changes, or even if they are occurring you will be oblivious; because you won’t even ask the questions that might detect that something else is going on. And your patient’s won’t think to mention any other changes that are happening in their lives, because you are the “Back Doctor”, and the other stuff has nothing to do with you.

2) If your attitude is that chiropractic is good for fixing back problems, or straightening abnormal spinal angles - then you will have a corrective care practice.

You could have a huge practice, with people seeing you for a bunch of visits in a relatively short space of time. People will be convinced and even impressed by your level of professionalism, equipment and affluent appearance. But here’s the question: How many families are you seeing, how many of your clients have been seeing you for 5 and even 10 years, how dependent are you on the next bunch of new patients to refill the appointment book and balance sheet?

3) If your attitude is that regular chiropractic helps to prevent spinal problems from progressing to be serious, acute and painful - then you will have a maintenance practice.

How quickly do your patients get to four to six week intervals in their care? Often they get to monthly visits and you haven’t even reassessed them. A couple of times a week for a couple of weeks, then once a week for a couple more weeks, and then before you know what’s happened they are booked in, in 4-6 weeks. They may be out of pain, and they may have experienced some initial health improvements, but have YOU really made any signifiant physiological and functional changes to their global state of wellbeing? Will they live longer and better as a result of an adjustment every 30-60 days, while in between they undo all your good work?

4) If your attitude is that chiropractic is an integral part of a person’s health program, having an effect on their nervous system and releasing the work of the body’s innate intelligence - then you will have a broad scope health and wellness practice.

Their symptoms, state of disease, financial position are even totally irrelevant to your belief that a regular adjustment will do them good… It’s this simple - PEOPLE WHO GET ADJUSTED DO BETTER! And they usually feel and function better too. But you don’t take responsibility for your practice members’ state of health - You didn’t get them into the state they are currently in, and you can but assist them and even coach them towards a more optimal lifestyle… You understand that each adjustment is a positive healing step forwards, and you utilise all your clinical and technical skills to determine how many steps they take backwards in between adjustments to determine the optimal schedule for their care. And this attitude is contagious, because the type of new patient that appears at your door seems to intuitively understand this philosophy, and they seem to be surrounded by a family and peer group that wants to join them at your rooms on a regular basis.

Click Here To Find About Practice Growth Coaching…

THE IDEAL PATIENT

Tuesday, January 22nd, 2008

In order to go through the step by step process of building your dream practice, it is necessary to start at the beginning: That is; WHOM DO YOU WANT TO SERVE?

There are three main reasons why you need to define your “ideal patient“.

1) To make you aware of the people presently using your services, that you enjoy serving. By identifying who they are you can better understand how to best serve, reward and encourage these people.

2) So that you know how to attract these people to your practice by better understanding their needs and values.

3) To help you determine what systems and procedures you need to put in place to help the rest of your patients to grow into being an ‘ideal patient’.

DESIGNING THE IDEAL PATIENT:

Think of the patients you presently enjoy serving in the practice; the ones you look forward to seeing and when you see their name on the appointment book it brings a smile to your face. Why do you like them?

Some of the characteristics we might need to consider include: Age, gender, occupation, socioeconomic group, culture, health status, attitude, sense of humor, marriage status, hobbies, interests, values, understanding of health care and chiropractic, with or without kids, appearance etc…

AN EXAMPLE: MY ‘IDEAL PATIENT’:

  • Communicative.
  • Obedient.
  • Positive attitude and outlook.
  • Inquisitive.
  • Health conscious.
  • Believe in chiropractic.
  • Value chiropractic care.
  • Honest.
  • Any age, gender, culture etc.
  • Families.
  • Pays for care.
  • Refers others.
  • Gives recognition for the care they receive.
  • Smile!
  • Doers.
  • Reliable.
  • Enthusiastic.
  • Responsible.

Sit down with your TEAM and brainstorm the different attributes of your practice’s ‘ideal patient’ and come up with your own description…