Academy of Chiropractic Personal Injury & Primary Spine Care Program
Quickie Consult 108
"Post Holiday Call to Action"
This week, your staff should be gathering every patient that has missed one or more of their appointments over the last 3 weeks and contacting them, regardless if they have been called previously. Chiropractic care, as we all know, is most effective when one visit is built on the previous and next adjustments. That is the purpose of the treatment plan and educating your patients. If you have educated them correctly, this becomes a very easy task for your staff; if not, it is a daunting one that will forever be a losing battle for your staff and practice, and keep your PVA low.
Although I intended to only write a paragraph or so to remind you to have your staff call, I want to take the time and remind you to ensure your educational programs are in place with 3rd party validation of the DVD and a written report of findings. If you have failed to plan, then you plan to fail!
Your staff should also be scripted in what they say to the patients when dong the recall telephone calls. The staff should never say, “You missed your visit.” The should say, "We missed you last week and were hoping that everything is okay and you were just enjoying the holidays." Keep it positive and then give the call to action. “Since the doctor has you on a twice (or three times) per week schedule to correct your problem, let’s get you back on schedule and start tomorrow…" From there you get them to commit to a time and date. Also, you goal is not to just get them back under your care; your ultimate goal is to get them to make up their missed visits.