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Chiropractic Patient Retention: Strategies for Success

Discover the key components of patient retention in chiropractic care and learn how to effectively communicate, educate, and engage with your patients. Implement proven strategies to improve patient retention and maximize practice growth.

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Chiropractic Patient Retention: Strategies for Success

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  1. Rev it UPPhyllis Frase-Charrettepfrase@parker.edu

  2. It cost 5% more to acquire a new patient than keep a current one82% of offices agree that retention is cheaper to execute than acquisitionA 2% increase inpatient retention lower cost by 10%

  3. What is Your Definition of retention?

  4. What’s Your Chiropractic Story

  5. Aligning as a Team

  6. Morning Meetings • Review the morning as team • Number of patients scheduled • Does that number match your daily goals • Any extra procedures-New patients, report of findings progress exams, wellness exams or therapy • Patients with any special communication needs-collections, questions for the doctor, etc. • Issues that may put the office behind-acute patients, chatty patients • Review the afternoon as a team • Repeat morning exercise LEAVE THE DRAMA OUTSIDE THE OFFICE Your patients need your focus and PTC

  7. Daily morning and afternoon pre-shift meeting agenda (Needs to be filled out prior to meeting) We will serve and adjust at least _______ patients and _______ new patients today. They will be seeking wellness for themselves and their families. We are an awesome chiropractic team able to serve with love and efficiency while having fun. Let’s have a great day. Patients schedule for morning _____________ New Patients _____________ PE scheduled and who _____________ X-rays pulled for PE _____________ Referrals we can ask for today ________,___________,_________ People needed to be called _____________ Any other concerns or comments _____________

  8. Effective Staff meetings Come prepared for your department Same day and time of the week New Patients Doctor-Care plan, condition, special needs Staff- Financial, scheduling, special needs Marketing Accounts Receivable Challenges Special Bonus Training Therapy department Scheduling modifications Statistics

  9. Rules of Retention • Start with a smile • Be civil and respectful • Trust patients with empathy and understanding • Respond promptly • Be reliable • Explain the process • Make information assessable • Be the expert • Anticipate needs of the patient • Look for ways to get the yes • Ensure every encounter goes well • Follow up • Own up to mistakes • Make the relationship matter

  10. Retention=Wellness

  11. What is one drop from the Bucket 4% of your patients move or pass away 5% go another route for their care 9% because of cost 14% Dissatisfied with the service 68% because they don’t feel valued

  12. Retention Busters

  13. Make it easy for patients to participate New Patient Communication Welcome emails Reminder calls or texts Instructions to fill out intake paperwork or EHR forms Introduction to Doctors and Staff Tour of the office Introduction to newsletter or new patient letters New patient welcome board Appointment blocks Report of Findings First Adjustment call

  14. Major retention components For the New Patient Prepared and proud Office Appearance Staff Greeting New patient orientation Pre-Consultation/Health History Consultation Examination Diagnostic tests Financial Arrangements Informative release Confirmation of next appointment

  15. Expectations

  16. What patients want to know? Am I still in the right place? What is wrong with me? Can you help me? How long will it take? How much will it cost? Will my insurance pay for it or what are my options for care? THE QUESTION IS WHAT DO YOU WANT THEM TO LEARN?

  17. Major retention componentsof Education Prepared and Proud Staff greeting Written Clinical Report of Findings Administrative Report of Findings Financial consultation First adjustment procedure Multiple Appointment plan First adjustment call

  18. Procedures Set the patient up for Success

  19. The importance of Multiple Scheduling

  20. Objectives of the Re-Report/Progress Exam

  21. The Queen OR KING of RecallsAttitude about recallsYou aren’t too busyMake timeSet days and times to do themCreate a log to track your progress

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