My Retention Secrets: The 3 Way Agreement
Hi there this is Dr. Noel Lloyd for Five Star Management.
Say, you’re a lifetime chiropractic patient, am I right?
You’re always going to be under some type of chiropractic care, getting adjusted once a week, or once every other week, or maybe as long as once a month, or if you really hold a great upper cervical adjustment you might only get checked periodically, but you’re a life time patient.
Now, have you ever stated or charted how many people you deliver from visit number one into a wellness plan? Well, that can be pretty hero-ing stuff to go through that and in this short video I’m going to show you one of the biggest retention problems and how to fix it using two great retention tools.
So, here’s what we’d like to be able to do, every single chiropractor. To be able to start with a patient on day one and start the explanation process so that they understand what chiropractic’s all about so that they use chiropractic throughout their life to stay healthy and to live to their maximum potential, living subluxation free as much of the time on the planet as they possibly can.
We know, because of our experience and what we’ve done with our patients, that that’s the healthier way, that’s the better way to live life. Well what happens is we deliver so few people through visit one to a wellness plan and it’s got to break some place.
I’m going to take you through what I call Chiropractic CSI; Crime, Scene, Investigation because bad retention is a crime and I’m gonna do that in this next segment.
So here’s the story. I’m working with an absolutely wonderful associate, great guy who’s a wonderful adjuster, loves people, he’s a super chiropractor, but he’s making care recommendations like this and he’s getting follow through like this. So there is a PVA problem, patient visit average problem.
Patients weren’t staying through just primary recommendations. Now he’s got a brand new practice and there’s a lot of promotions patients in there and there are some people that quite honestly end up in the clinic that aren’t qualified. We factored those out of the equation, but still the PVA wasn’t what it should be.
The first tool we used was the practice audit. I had him do an audit on his last 50 new patients to find out if there was a pattern of dropout or fallout and we found the pattern. We noticed that it was in the first 6-8 visits that was the most dangerous spot. Once people hung in past the first examination, they were just great, but the first fallout was in 6-8 visits.
Then, we used the second tool. We went for the retention analyzer and I went through ticking off each box. So I said, let’s do this. He and I stood up, we walked into the report of findings room, he took me through the report of findings (did that flawlessly), made care recommendations, talked about the money, it was really really clear to me.
And then I said, “What do you do then?” He said, “Well, then I send them up to the front desk to make their appointments and to finalize their finances.” I said, “Oh no, that’s not the procedure, that’s not the way that we do it.”
Here’s what we do instead. We invite the person who’s going to administrate the payment plan and the appointments, and it’s usually the front desk, to either come into the report of findings room or we walk the patient up to the front desk.
We need to have what we call a three-way conversation. In that three-way conversation the doctor says, “Claire is going to come and see us (gives the care schedule) and Claire has chosen (this type of financial solution).” That way the doctor states it again, nods at Claire, Claire nods at the doctor, the CA nods at Claire, Claire nods at the CA. It’s a three-way re-communication of what? Care plan and finances.
By the way, if you’re appointments and your finances are a little shaky at the start, if it’s a just preliminary understanding on the patients part, what can happen is what is so clear to you may not be clear to them. All of the sudden things get a little bit out of round and boom patients can disappear.
Now, after doing that crime, scene, investigation, and doing the fixes that were necessary, the PVA just climbed. Now, here’s the moral of the story. There was one piece that the doctor had forgotten. There was one critical piece that even though he’s a good guy, making good care recommendations, he needed my fresh eyes, he needed two tools.
He needed to do the audit, number one, and then number two, to be able to go through the retention analyzer, and then to walk back to where it fell apart, and then fix that particular piece. When he did that, he was so encouraged because hey there’s a problem, we know how to find it, we know how to fix it.
If you are working on your retention, if you’ve come to the realization that you’re delivering far too few people from visit number one into a wellness plan and you want to increase your retention, why don’t you join us at our retention intensive, which is coming up.
In fact the dates for the retention intensive are right down here and in just a second another little band will appear. If you want to register to come and be with us, work on your retention, fix the one, two, three things in your retention that’s keeping you from having the practice that you want, we’d love to have you join us.
So, this is Dr. Noel Lloyd for Five Star Management and your retention and I know that helps.