Difficult situations, positive solutions
By Susan Hoy

We all lose patients. They change jobs, move away, or have personal issues that affect their desire or ability to seek chiropractic care.

And, of course, some patients leave because they are unhappy. That's because they have unfulfilled expectations.

Even though you lose patients, keep in mind that you cannot please 100 percent of patients all of the time. You cannot be all things to all people.

Often patients who are dissatisfied do not tell you why. You only find out about the dissatisfaction when they (or another doctor) request x-rays or records.

As distressing as it is to lose patients, your goal is to "lose" your dissatisfied patients in a positive manner so they will not speak about you in a negative way. (An unhappy customer is prone to telling at least six other people about his or her experience.)

One of the best ways to acknowledge a patient's dissatisfaction is to write a letter. Here is an example:

Dear Mrs. Miller:
Recently, we were requested to send your records to Dr. _______. Although we are happy to comply with your request, we want you to know that you will be missed!

My staff and I enjoyed having you as a patient. I certainly respect your decision to try another doctor, but I want you to know that we will welcome you back to our office at any time in the future. If there are any particular issues you would like to discuss with me personally, please give me a call.

Please let me know if I can be of further assistance.

In addition to the letter, enclose (or follow up with another letter) a practice survey, which can help you identify specific problems in the office that may affect patient satisfaction. Here is a sample survey form:

Dear Mrs. Miller:
Please help us help others. Enclosed is a questionnaire about our practice, along with a self-addressed envelope. This questionnaire will help us pinpoint areas needing improvement so we can continue to provide the highest quality of care.

Please take a few moments to fill out the questionnaire. Your response will be confidential and your signature is not required.

Thank you in advance for your help.

Realistically, you cannot keep all of your patients, but if you lose them in a positive, caring way, they actually may become good-will ambassadors and refer patients. And, they may just come back!

Susan Hoy is an award-winning team trainer and consultant. She presents training seminars for teams throughout the country and is the author of two team training manuals. The newest is entitled Systemize Organize Simplify. Susan can be reached at 215-674-0130, suzzhoy@aol.com, or through her Web site at www.beefitup.net.

Editor's Note: Go to the bonus section at www.ChiroEco.com/history and download a Patient Questionnaire.