6 minute read
“You only get what you want, if you help enough other people get what they want.” – Zig Ziglar
This statement was never truer than in today’s marketplace. With most businesses wanting to increase their profits while at the same time decreasing their costs, it would be wise to discuss the concept of lifetime patient value. Chiropractic patient value can be seen from the vantage point of both the doctor, and the patient.
Lifetime Chiropractic Patient Value
The thing that the doctor most values from their patients are their loyalty, respect, trust and excitement for participation. From the doctor’s point of view, it makes great business sense to focus on patients that have already tried and liked their service. Findings ways to further serve these patients is much less expensive and more targeted than searching for new patrons that have not yet show an interest or need. For the doctor to get what they desire, however, they must be able to focus in on the lifetime value they deliver to the patient.
The greatest questions most doctors would love to have answered are what their patients truly want and value. A doctor who can discover and then fulfill these desires will have a happy client for a lifetime.
Doctors can act on these needs by focusing on the following needs of their patients:
Improved returns on their investment
Patients want to have demonstrable results that can quantify for them. Things such as increased range of motion, fewer missed days of work, or restoration of curvature are all examples of such results.
Solutions to their problems
Patients would like to know how their issues are being addressed. This goes beyond symptoms to include any additions issues they may have and expect you to handle. It is important that the provider is aware of the patient’s expectations from the get-go and if necessary, refocus them on what you will be able to deliver. This is an essential aspect of chiropractic patient retention.
Patients in this hectic environment desire ease of use and reduced complexity. Also consider convenience for your patients in how you communicate with them. Being able to send appointment reminders and options to reschedule appointments via email and text message can go a long way.
In the patient’s eyes this can be conveyed through the doctor’s certainty, credibility, office environment, and established trust.
In this service model, like it or not, you are responsible for everything that occurs in your practice. There may be many areas where your valuable service could breakdown, but there are two main pieces that can be a so-called “deal breaker.”
Poor customer service from your CA will be a reflection of you and your practice. Often times your CA is the first interaction your patients have with your practice and they are often what keeps things flowing and functioning properly. Make sure your hiring process includes pre-qualifying employees, a standardized process and and careful consideration.
There are multiple ways for doctors to damage their credibility in the eyes of their patients. Credibility can be marred by inconsistencies in the doctor’s fees, procedures, record keeping, and listening abilities. Even the doctor’s personal life can be viewed as inconsistent. Hygiene, diet, and environment consciousness are all being observed.
Chiropractic Patient Retention
To create a brand in your community that creates the type of customer loyalty and chiropractic patient retention we are talking about, it would be wise to invest your time and resources into being the office that does everything a little bit better than you competition. This could be as simple as choosing a practice management software that expertly automates many tedious processes for you.