Issue 12 - September 2003

Patient pointers

Most important patient
MIP (Most Important Patient) treatment is what you and your staff do to make your patients feel loved and appreciated every time they come into the office. It’s the way your office makes your patients feel when they are in your office.

It all starts when you and your staff welcome your patients to the office and greet them by name — with a smile — every time they come into the office.

Some ideas to get you started:

• Greet everyone by name and with a warm smile.
• Always ask about things going on in their life (without prying) as well as how their family is doing, their job, etc.
• Give out special stickers and “You’re great” stars to the kids and adults.
• Say thank you and show genuine appreciation when they keep their appointments, refer someone, etc.
• Send out a birthday card signed by everyone in the office.
• Make tea in the winter that fills the office with a nice aroma (for example, cinnamon/apple, peach or tropical blend) and make it available to patients.

• Keep a blender in the office and make all-natural fruit drinks in the spring and summer.
• Provide “healthy” snacks such as pretzels, veggie crackers and fruit.
• Educate patients every time they are in the office.
• Host wellness seminars in your office.
• Ask patients for their opinion about things you want to do in the office. Giving your patients an opportunity to get involved and get an “inside look” at what goes on behind the scenes is an awesome way to create the “V.I.P” feeling.

— Len Schwartz
Chiropower Enterprises

‘Tis better to give than to receive
Rather than take for granted the time patients spend attending mandatory new patient orientation, thank them for making an investment in their health by ending their visit with a new patient gift bag.

The patient is rewarded for their compliance (and you encourage future compliance) with a gift bag full of health information, coupons and gifts. Include such things as a new patient newsletter, a health booklet, a testimonial booklet, bookmarks, stickers, logo sports bottle, savings certificate for products in your office or other discount coupons for area businesses. By first giving, rather than asking, patients will be much more willing to comply with your policies and recommendations.

— Kim Klapp
A.C.E. (Assistants for Chiropractic Excellence) Program