R.O.F. LAST 90 SECONDS & DOCTOR ON HOLD
THE ABSOLUTE COMMUNICATOR
Compliments of Sam Reader
S.G. Reader & Associates, Inc.
Scenario I
Just imagine calling the cancer clinic and informing the front desk assistant that you can’t make your chemotherapy appointment today. The front desk assistant says, “Okay, Mr. Brown, not a problem. When can you come in?” You say, “How about next week or, better yet, I’m not sure – let me call you when I am not so busy.” The front desk assistant says, “Okay, well, I hope everything is fine; we hope to hear from you soon.”
Scenario II
Just imagine walking out to the front desk after your visit with the doctor and handing the front desk assistant your handwritten prescription from the doctor and saying, “I think this medication is too strong. Can you rewrite this and bring down the strength & dosages?” She says, “Sure, what would you prefer?”
Sounds outrageous! Impossible! Unbelievable! In the medical setting, these two scenarios would be intolerable. Unfortunately, in the Chiropractic setting it has become all too common and acceptable.
Question. When and how did we relinquish the treatment authority over to the front desk assistant and the patient?
Did this happen over time out of laziness, fear, apathy, sympathy, carelessness, or all of the above?
If you’re not sure that you have allowed your treatment protocol to be taken hostage by the front desk assistant and patient, take this test.
- % of missed appointments. The number of monthly missed appointments divided by the number of scheduled patients.
- % of rescheduled appointments. The number of monthly rescheduled appointments divided by the number of missed appointments.
- Patient retention. Total annual patient visits divided by total annual new patients.
- Peaks and Valleys. Booked solid on Monday, half booked on Wednesday and/or Friday.
If your % of missed appointments is at 12% or lower; % of rescheduled appointments is at 85% or higher; patient retention is at 28 or higher; and Wednesday/Friday are booked as solid as Monday, you are doing great! If % of missed appointments are at 18% or higher; % rescheduled appointments are at 65% or lower; patient retention is between 12 and 15, and Monday is booked solid but Friday has dropped off the map for visits, this is a sure sign that you have relinquished most treatment authority to your front desk assistant and patient. The latter stats are quite common.
Do you remember that classic scene in the movie, “Network News”, when actor Albert Finney, playing the part of a popular news broadcaster, coaches his viewing audience to stick their heads out the window and yell, “I’m as mad as hell, and I’m not going to take it any more!” For those of you who are “mad as hell and don’t want to take it any more”, may I challenge you to become an Absolute Communicator. You can do this simply by super charging your current report of finding with the Last 90 Seconds of the following script.
It is vital that the front desk assistant joins you (only) during the last part of this report. Having the front desk assistant with you during the last 90 seconds of the report will provide two-patient commitment strongholds.
- She will act as a witness, confirming the verbal commitment for the treatment protocol between doctor and patient.
- Her presence will diminish the natural tendency patients have in taking the path of least resistance. In other words, patient finding sympathy and a “way out” with an uninformed (out of the loop) front desk assistant.
The treatment protocol in the following script is a sample only. Please modify to suit your treatment technique and philosophy.
Be helpful, be creative, be fearless, enjoy!!
R.O.F. LAST 90 SECONDS
Dr. Jones: Mrs. Brown, allow me to introduce you to Susan, our front desk assistant. Susan will be working very closely with us on your treatment program. Susan, Mrs. Brown has chosen reconstructive care; therefore, let’s schedule her for three times a week for the next three weeks with a re-exam to follow. Then we will schedule her for two times per week over the next nine weeks.
FD C/A: Dr. Jones, approximately when would you like the re-exams scheduled?
Dr. Jones: Let’s schedule the first re-exam between her 9th and 10th visit; her second
re-exam between her 22nd and 23rd visit.
FD C/A: Thank you.
Dr. Jones: Mrs. Brown, our goal is to get you through this treatment program as quickly as possible. Look at it as a tag-of-war-game between myself and the muscles and ligaments supporting your spine.
I need to retrain the muscles and ligaments to hold and support the vertebrae to its normal and/or near normal position. I am determined to win. In order for us to win – I will need frequency of visits, rapid fire adjusting, and duration of time. It would be much easier to put you into a body cast, but it would not be practical. Now, having said that, life happens, things will come up where you may have to reschedule a visit. Just so we do not lose momentum, Susan will reschedule any missed appointment within 72 hours. Please do not take offense if you call to reschedule and she says she is not licensed nor authorized to reschedule your visit after the 72 hour window as this would jeopardize your treatment program. Any questions?
DOCTOR ON HOLD
Patient: Hello, Susan? This is Mrs. Brown. I need to cancel my appointment for today.
FD C/A: Mrs. Brown, I appreciate you calling and letting us know. I have an opening at the same time ( 5:00 ) on Wednesday and/or I have another opening @ 5:45 . Which time is most convenient for you?
Patient: Susan, I will not be able to reschedule until next week sometime – maybe next Wednesday. I’m just too busy.
FD C/A: I understand, Mrs. Brown, but unfortunately, I’m not licensed nor am I authorized to be tampering with your treatment program. I am, however, authorized to reschedule your appointment within 72 hours after your missed appointment. Rescheduling after 72 hours may put you @ risk in jeopardizing your treatment program. I know that the doctor would like to speak with you. Can you please hold for one moment?
Patient: No, that won’t be necessary – this Wednesday will be fine.
OR
Patient: Sure, I can hold.
FD C/A: (FD C/A pages doctor) Dr. Jones, DOCTOR ON HOLD for Mrs. Brown.
Dr. Jones: Susan, when is Mrs. Brown scheduled to come in?
FD C/A: Monday; however, she is trying to reschedule for next week. You have her down for two times per week over the next five weeks.
Dr. Jones: Thank you, Susan.
Dr. Jones: Hello, Mrs. Brown, this is Dr. Jones. I understand we have some scheduling problems. Let’s see if we can resolve this without jeopardizing your treatment program.