Resource Centers:(News, information, and tools to support your practice)
March 2010
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Well designed stress reduction
By Glen David
It is midday, and as Mr. Smith walks into the office he is greeted by the warm and inviting smile of Mary, your front desk chiropractic assistant (CA).
Mary already has Mr. Smith’s travel card pulled and the stress on his face begins to melt away. He bypasses the waiting room and is ready to see the doctor.
More stress dissolves as she is bathed in the soothing sound of a water feature in the background, and surrounded by warm colors and the smell of fresh plants.
At the end of Mr. Smith’s appointment, he overhears young siblings arguing over whose turn it is to be first when they come back to get adjusted next week.
He soon is comforted that his children will lead the healthiest lifestyle they deserve when they, too, come to the office for their regular adjustment.
It’s a quick stop at the friendly front desk, and he is out the door. He notices that the patient parking lot is full, but a quick check of his watch tells him that he was there for only a few minutes and is actually ahead of schedule for the rest of his busy day.
Design components
When designing your office, you need to consider what is in the best health interest of your patients. You also need to think about which aspects are easier to manage and which are more profitable.
Let’s review some of the design components that were implemented in the practice scenario above.
• Vision. Focusing the design on your unique clinical and business goals will create the foundation upon which any size practice can be created — understanding where the practice is now, as well as where you want it to go, creates the framework.
While color and décor are important, you cannot put the roof on before the floors are built. Patient attraction, conversion, and education concepts must be addressed before patient flow and capacity management take effect.
After all, unless you attract all the new patients you require, there will be no capacity to worry about.
• Technique. “Results-based” design takes into account everything from your desire to either accept insurance reimbursement or offer cash plans.
Are your notes on travel cards, or are you using electronic medical records (EMR)? Do you utilize a specific technique?
Looking ahead at what you want to create will ultimately reduce stress in your office and give the patient a much more pleasant chiropractic experience.
• Perception. The environment should support your teachings, so add life to your office. Fish tanks, water features, artwork, and greenery should be considered in your décor. Fresh plants
Wood tones are current and timeless, and recessed, incandescent lighting should replace harsh fluorescent lighting.
Warm inviting colors cost the same as cold sterile ones, so chose them to carefully complement each other.
• Processing time. As the profession moves toward a cash-based model, the office should be proactive in setting up for this change.
The front desk should be designed to reduce the CA’s time needed for processing patients and switch his or her role toward public relations.
•Personal connection. Ensure your staff maintains the personal connection with patients, especially when it comes to a new patient.
Use creative design solutions to increase your patient visit average by improving effective patient education. Proper patient flow will also minimize wasted time.
• Appropriate areas. Different techniques require different tools, tables, and room sizes. Proper room size and shape should revolve around proper placement of the most needed equipment, allowing you to move freely about the adjusting area.
“Step management” can provide the patient with a more focused adjustment and you more time to educate.
• First impressions. This is a patient’s first impression of you so make sure your initial consultation is a good one. Do not trivialize your report of findings (ROF), as it is the most important visit in a patient’s chiropractic experience. Deliver a clear and concise ROF, and make your patient feel welcome and relaxed.Neatness is also important. How can a patient believe you when you say you are going to properly arrange and align their spine when your office is disorganized and chaotic? Put your stuff away, but have the necessary educational tools directly at your fingertips.
Who would have thought that how your office is designed and built could positively or negatively impact your patient visit average, your internal referrals, your volume, the simplicity of your management, and most importantly, the perception of your patients that they have come to the right place?
Be sure to cash in on your own simple, cost-effective redesign that will create huge returns with minimal investment.
Glen David is owner of Davlen Associates Ltd., a 20-year company that creates world-class chiropractic offices and helps simplify the chiropractic professionals’ ability to serve, educate, and motivate more patients toward living a healthy, wellness-based lifestyle. He can be reached at 631-924-8686 or through www.DavlenDesign.com.
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Comments
Location: http;//www.stress-relief-workshop.com
Good article. i think office design is overlooked as a contributor to stress. one of my biggest bug bears is the totally unfriendly hospital environments. You're already stressed when you go and the last thing you need is the smell of cabbage and antiseptic and blank walls and long corridors to stress you even more.