Three “R”s of a successful practice: Reactivations, retention, referrals

As DCs, we are dedicated to improving the health and wellness of our patients. However, the success of our practice relies not only on our clinical skills but also on our ability to manage and grow our practice effectively.

This article emphasizes the importance of reactivations, retention and referrals, or the three “R”s. These core elements are essential for maintaining a thriving practice and ensuring long-term success. 

Let’s delve into the key components of reactivations, retention and referrals, and explore how you can integrate them into your practice management strategy. 

Reactivations, retention and referrals

#1. Reactivations: Reconnect with past patients

Reactivating past patients is an often overlooked but vital aspect of practice growth. Patients may discontinue care for various reasons, but this doesn’t mean they are lost forever. By implementing a structured reactivation plan, you can bring these patients back into your practice. 

Stay in touch: Regularly communicate with past patients through newsletters, email campaigns and social media. Share valuable health tips, updates about your practice and success stories. Many DCs report text messaging is the most successful way to reactivate patients. 

Do personalized outreach: Reach out personally to patients who haven’t visited in a while. A simple phone call or personalized email can make a significant difference. Show genuine concern for their well-being and invite them back for a check-up. 

Make special offers: Offer incentives or special seasonal promotions to encourage past patients to return. Highlight the benefits of regular chiropractic care and how it can help them achieve their health goals. 

Reactivations, retention and referrals

#2. Retention: Building long-term relationships

Retention is the cornerstone of a successful chiropractic practice. Building strong, long-term relationships with your patients not only ensures consistent revenue but also enhances patient satisfaction and outcomes. 

Give exceptional care: Deliver high-quality, personalized care that addresses the unique needs of each patient. Stay updated on the latest chiropractic techniques and continue your professional development to provide the best possible treatment options. 

Emphasize patient education: The number one reason most patients drop out of care is not finances. It’s that they don’t know where they are in the care process. Set clear goals for your patients beyond pain relief. Measure and communicate functional progress. Don’t skip re-exams. They are your opportunity to reorient patients toward their future goals and to remind them of the progress they have made. 

Consistently communicate: Maintain regular communication with your patients. Follow up after appointments, send birthday and holiday greetings and keep them informed about any new services or updates in your practice. 

Reactivations, retention and referrals

#3. Referrals: Turning patients into advocates

Referrals are a powerful way to grow your practice. When your patients are satisfied with their care, they are likely to recommend your services to friends and family. Encourage and facilitate this process to expand your patient base. 

Ask for referrals: Don’t be afraid to ask your satisfied patients for referrals. Let them know you are accepting new patients and would appreciate their recommendations. 

Build a referral program: Implement a referral program that rewards patients for referring others to your practice. These rewards don’t have to be of significant value. A Starbucks or Amazon gift card for $20 will bring the smile of acknowledgment to most referrers. 

Create a referral-friendly environment: Make it easy for patients to refer others by providing referral cards, sharing your contact information and encouraging online reviews and testimonials. 

Final thoughts on reactivations, retention and referrals

You can create a robust and successful chiropractic practice by focusing on reactivations, retention and referrals. These three “R”s not only help you maintain a steady stream of patients but also enhance the overall patient experience and satisfaction. Embrace the three “R”s and watch your practice flourish!

MARK SANNA, DC, ACRB LEVEL II, FICC, is CEO of Breakthrough Coaching and a leading authority in chiropractic management. He is a board member of the Foundation for Chiropractic Progress, a member of the Chiropractic Summit and a member of the Chiropractic Future Strategic Plan Leadership Committee. To learn more, visit mybreakthrough.com. He is the author of Cracking the Code: Marketing Chiropractic—How Chiropractors Align Spines and Minds, available on Amazon.com.