Connect With Your Patients

First Impressions Matter

It was the first visit, and as the patient approached the front desk, they were initially ignored. The first point of contact was less than ideal. After bluntly being asked for their identifying information and insurance cards, they were handed paperwork to be filled out with no explanation of what to do. When the new patient turned the intake forms in, they sat back down wondering if they were in the right place. The Chiropractic Assistant (CA) called their name and led them to an exam room to wait for the doctor with little conversation. Once the doctor came in, they sat, face glued to the computer, while they accessed the practice’s EHR system. The patient sat there uncertainly. The doctor preceded to ask questions and click mechanically against the computer keyboard. The doctor knew the energy of the whole experience felt off and they didn’t truly connect with the patient—but what could they do? They had to stay on schedule and the documentation had to get done!

Each new year allows us the opportunity to reflect upon and improve our practice. When thinking about your connection with your patients and their experience while under your care, are there areas that you can identify which could use an upgrade?

We Can Do Better

In the situation above, we see so many opportunities to connect with the patient from the moment they walk in the front door. Your entire team should be trained to greet all patients with a smile and welcoming words. The patient intake paperwork should be explained to the patient in a way that reflects the importance and care with which they need to provide accurate information for the doctor. Once the patient turns their information in, your front desk CA should look for any missing or incomplete information so that when they hand everything off to the doctor, the doctor has everything they need for a successful initial visit. When asking the patient for clarification or to complete incomplete information, you are setting the stage and expectation that the doctor needs the patient to fully participate in their care.

As the CA is taking the patient to the exam room, they should be talking with the patient and getting to know them. Easing any concerns the patient may have or just making them feel that they are in good hands. Patient education starts with the initial contact on the first visit. Not only education about chiropractic and its benefits, but education about how your office runs, understanding how insurance works, and the different visit types. Remember even though you and your team know how your practice and chiropractic work, this is your patient’s first time experiencing you and your processes. The more your team can talk with each new patient about what is happening and why, the better understanding and experience your patients will have. This can even lead to better compliance with their recommended care and improved outcomes.

Education Wins the Day

Once the patient is welcomed into your practice, ongoing education should occur with each encounter. Explaining to the patient that they are progressing well through their active care plan, or that they are almost ready to be transitioned to wellness/maintenance care is vital to continued patient education and connection. When the doctor and staff understand and speak in terms of case management and functional progress, the patients can better understand and communicate how they are progressing. They will even begin to identify what type of appointment they need when calling in to schedule.

Mastering new processes and technological advances is crucial, as is meeting healthcare regulations and standards—but not at the cost of dehumanizing the experience for the patient. Consider implementing and focusing on new or updated systems to re-introduce the meaningful human connection that we all need. This will allow your patient to feel confident in your care and in referring their friends and family to your practice. Get your patients involved by continuously educating them. Once you do, you’ll be amazed at how connected to your patients you and your entire team will become!

Dr. Colleen Auchenbach graduated with a Doctor of Chiropractic from Cleveland University Kansas City in December of 1998 and enjoyed practicing for over 20 years. Her interest in Medical Compliance began when she earned the 100-hour Insurance Consultant/Peer Review certification from Logan University in 2015. She has been a certified Medical Compliance Specialist-Physician since 2016 and a Certified Professional Medical Auditor since 2022. Dr. Auchenbach joined the excellent team at KMC University as a Specialist in 2020, and as a part of this dedicated team is determined to bring you accurate, current, and reliable information. You may reach her by email at info@kmcuniversity.com or by calling (855) 832-6562.