FIVE STAR SKILLS: How to end a patient visit properly to increase retention
Hi everybody, this is Dr. George Birnbach for Five Star Management, and we want to talk about a Five Star Management skill, and that one skill that we want to cover today is how do you end a patient visit? What should you say to a patient when you’re done adjusting, when they’re done with their visit, before they leave the building? Because what we’re really looking at is, we need to conquer three things, three areas of focus.
The first is we want to check the patient engagement. We could say something like, are you happy with your progress? Or, you did great today. Are you happy with the way your program is moving forward?
The second is to check on their clarity. Are you clear on the exercises I want you to do between now and next time? Or, are you clear on what we’re trying to do in this phase of care? Something very simple, it’s one sentence. One sentence on engagement, one sentence on clarity, and then one sentence on when they’re going to return. So, when’s your next visit? Or, do you know when your next visit is, okay? So, let’s look at this in an actual script. All right, Mary, you did great today. Are you happy with your program? Are you happy with the way we’re moving forward? Perfect, do you understand the exercises and the what I want you to do between now and the next time I see you? Great, when is your next appointment? Perfect, I’ll see you on Friday.
That is how we want to end our visits. One more time. All right, Mary, you did great today. Are you happy with your program? Great, do you understand the exercises I want you to do? Perfect, when’s your next appointment? Friday, perfect. I’ll see you on Friday.
You see, what we have to do is not worry about how to keep people under care. We have to worry about are they staying engaged. These are three simple questions to keep engagement and motivation strong.
So, avoid the de-motivation and stay in, at an engagement cycle with your patients at the end of their visit.
All right, bye-bye.