PATIENT RETENTION & THE MICRO-MOMENTS OF
PATIENT EDUCATION (PART III)

Compliments of Sam Reader
S.G.Reader and Associates, Inc.

Webster’s new collegiate dictionary lists many definitions for doctor, the first being, “teacher”. Followed by, “a learned or authoritative teacher”.

The definition for doctor as one “specializing or skilled in healing arts” was towards the bottom of the list. This might very well explain why patient retention has dropped substantially over the past years, misunderstanding the complete definition of the doctor as teacher.

I have met many people in my life who have money, prestige and power. Many of these folks appeared to be happy and experiencing joy.

I have also witnessed the misfortune when these same people lost their good-health. In spite of all the money and power they possessed, the happiness and joy dissipated when their prized possession deteriorated – health.

I cannot imagine a more awesome responsibility you have as a doctor (teacher) in providing what means most to these people for the long term investment of joy and happiness. Health! This investment however does not rely on treatment alone, but consistent instruction, motivation and gentle persuasion from a great teacher. As you look back at some of your favorite teachers you will find they had a knack in capturing your attention and making the most of your attention span. Among many of their skills, these master teachers were incorporating micro-moments.

Micro-moments are must like political sound bites, well-worded
phrases easily remembered.

Micro-moments make the most of a student’s attention span, six to
eight minutes on the average.

Micro-moments take place throughout the patient’s care.

Micro-moments come in such small doses, it literally becomes
a pain-free learning experience for the patient.

Enclosed is a sample of a third in a series incorporating the micro-moments: “Did You Know? Part II”. The multiple choice test is usually given within the second re-exam and/or sometime during the nineteenth or twenty-second visit.

Like the master teacher, the “Did You Know? Part II” test is quick, easy – capturing the patient’s attention into focus and thinking.

Once the patient completes the test, the doctor is free to address those questions they missed. Some doctors have turned this into an enjoyable experience where the patients can help themselves to a treat box (powerbars, etc.) if they miss no more than three or four answers on the test.

In essence, teaching and learning can/should be an enjoyable process building on the patient’s investment of what means most. Health!

If the following questions for the test do not fit your style, change them. Think about becoming a master teacher, make the most of the micro-moments.

DID YOU KNOW?
PART II

1. Why so many visits?
a. It takes time to retrain the muscles and ligaments which support the spine.
b. It seems like the right thing to do.
c. All of the above.

2. How do I know when I am done?
a. When I’m feeling better.
b. When the normal motion has been restored within the vertebral spine.
c. When my insurance stops paying.

3. Am I fixed when the pain is gone?
a. No – not if you still have vertebral fixations.
b. Yes – when I’m back to my same old self doing activities comfortably.
c. All of the above.

4. I feel worse, are you sure this is working?
a. No – chiropractic should be stopped.
b. Retracing is a normal healing process.
c. It’s only in your mind.

5. My insurance company will pay only 15 treatments. You have recommended more!
a. Your treatments are given based on your need for care.
b. Your insurance plan covers acute (symptomatic) care, not rehabilitative (corrective) care.
c. All of the above.

6. Is there more to chiropractic care than low back pain and whiplash injury?
a. Chiropractic care can boost the immune system.
b. People are healthier under chiropractic care.
c. All of the above.

7. My spouse won’t start care because he/she “doesn’t want to get hooked.” Why is it when some people start going to a chiropractor they can never stop going?
a. Once your cavity is filled you can stop regular flossing, brushing, and regular check ups with the dentist.
b. An ounce of prevention is worth a pound of cure.
c. When was the last time you spouse was right?