Issue 3 - March 2005

Team Tips: Track to retain
By Susan Hoy

What is a top complaint of chiropractors about their staff? Staff members do not keep track of patients.

And the reason why this complaint is so high on criticism scale? Because the patient tracking is the key to patient retention.

The key components to tracking patients include:

• Commitment. The patient must commit to a specific care plan (for relief, correction or wellness). To reinforce its importance, this commitment should be made in writing and signed by the patient.

The staff must also be committed to do what is necessary to keep the patient on track, including reviewing policies and procedures and making follow-up calls.

And the doctor must be com-mitted to provide the staff with the training to know how to handle objections and excuses patients have.

• Training. Staff members must know how to handle missed appointments and cancellations. They must take patient care seriously yet show concern when a patient cancels or misses an appointment.

Develop scripting for specific situations and train your team to be comfortable in them. When patients cancel and miss appointments, their progress is much slower or they don’t get etter at all.

You should also train your staff to be aware of warning signs that patients are getting discouraged or on the verge of dropping out. Patients may make comments, such as: “Why do I keep having to come back so often?” “How long should it take to start feeling better?” “I feel much better, I’m wondering why I’m still coming so often.”

These types of comments are red flags and should be brought to your attention. Ask your staff to keep a notebook at their work area and make notes of these patients and their comments. You an answer the patient’s concern on the next visit or phone the patient directly.

• Patient tracking system. Your CA should fill out a patient-tracking slip if the patient cancels or misses an appointment and does not make another appointment.

The staff should contact the patient by phone to reschedule. If contact is not made, the tracking slip goes into a tickler file for follow up the next day.

If the patient does not respond within a few days, the tracking slip goes to the chiropractor with the patient’s file or travel card.

It now becomes your responsibility to phone the patient or send a letter or post card. If the patient still does not respond, you should write a dismissal letter.

Let your patients know that you take your responsibility to their health very seriously. When the staff is nonchalant about poor patient follow through you can be sure the patient will be also.

Susan Hoy is an award-winning team trainer and consultant. She can be reached at 215-674-0130; suzzhoy@aol.com; or through her Web site at www.beefitup.net.