Patients DO remember you…

I am just coming off 8 days in Fla., and NO,
it was not warm, most of the time! Mostly though
it was a great trip, combined with a light business

Any way, the reason for todays email is consumers
observations, but first a DCs observation.

We had dinner at an awesome Japanese restaurant
3 nights.
On Valentines Day, being served tapanaki (?) style
my brother and I sat with a couple from Daytona,
both RNS.

Friendly conversation came quick.

The Ladies dad has been a DC for many years.
She made a point of telling me, and six other
her dad has practiced for 23 years, and is not

  She went on to describe his family
practice, how his patients love him, and commented
he has made millions between practice and smart

Now, she said he was an old chiro (like me mind you!)
and he is loved and respected by the community
because he never forces care, only explains just
whats best,
and lets patients choose care. Has done so for 23 years.
She really went on and on, then her husband joined in
and I could see she was distressed about ‘other’ DC
encounters, personally and professionally. (And now I
am thinking, this is supposed to be vacation!)

In any event, we spoke about a rational approach to health,
by patients and DCs. And we both agreed
(as I have taught all my students)
the BEST approach by far is ‘all the cards on the table’
patient management and report of findings
and supporting the patients decisions, when you can
ethically do so,
AND ALWAYS having an open door for them to return!

So the obvious tip here is your reputation is EVERYTHING in
your practice and community.

Make sure you practice every day like this!

Now, this is just what we advocate in our
‘Creating YOUR Perfect Practice’ systems as well.

 And if you have not listened to ‘An Effective Second Visit’
 in a while,
do it again, as it addresses these very concepts.

Have an awesome day, and I will share more
stories about my adventures last week
with you later in the week.


Google up!

Dear Dr.,

Have you Googled yourself lately? If not, I
strongly suggest you do, because patients,
their friends and families are Googleing
you and you don’t even know it! More
and more patients are telling me, because
I always ask how they found me.

I am seeing this more and more in my office, and
those of my clients. Consumer savy patients,
especially 25-35 years old are thoroughly researching
their “teams” of Drs and other professionals.

For example, patients that Google me know
(and you would too) that
I practice Chiropractic, consult with Drs,
sponsor a race car team, and have a
100 ton Merchant Mariners License, and
in the summer will charter my boat.
(Now, this combination seems strange to
some, but trust me, my other
captain friends are psychologists,
a school administrator/author/ski instructor/tackle
company owner and one even
consults in labs at MIT).

This stuff is all you and me, like it or not.

So, my best advice is always be 100% transparent
with your patients. They do not want stuffed shirts
for their Drs anymore!

Besides, it makes you human
to them, and this will make or break many relationships
in the office.

Have a Great Day!

Dr. John, Jessy and Kim

Regaining Perspective…

Dear Dr.,

I spent the weekend at Dr. Dan Murphys seminar.
If you have never heard Dan speak, or its been
a while, make sure you do so! This was my 3rd or
4th time.

Sitting there with our colleagues reminded me about
how removed from pupose we can become, just dealing
with “stuff”, and easily lose the “innate” perspective.

We thus may be guilty of (like me)
failing to communicate this vital concept to staff and
especially patients EVERY day. So, I spent the
pre superbowl hours making lists of changes, new
services and resources I can offer in the office, and
additional things I can do for my patients TODAY.

And, like all of us, you must do the same on a regular basis.

ALSO: OUR EMAIL SERVICES both at our office, and home office
will be interupted this week, as we upgrade both locations
to FIOS web service. Thus we ask you to please CALL US
so we do not miss a thing you may need.


Creating YOUR Perfect Practice…

In just 3 days, we unveil our Tool Kits, based upon our NO BULL approach to Practice, and practice management. There is lots of material, over 5.5 hours, but we left it all in, because each concept adds to the next. By the conclusion, you literally can create a new practice, or like most of our Dr’s, improve an existing one with modern policies, and procedures. At Perfect Practice Web, our specialty is the continual evolution and refinement, of linked tools and systems, to make your life easier, and much more rewarding.

These Tool Kits, were designed with that end in mind. More on these later this week.

When do I change…

When do I change my daily office routine to have the practice of my dreams? First, you must take careful inventory of where you are at, and where you want to go next. You should be always looking at least a quarter, if not a year down the road. Right now, you should be putting the finishing touches on your 07 Game Plan. 

Never do this during office hours. Only while relaxed, completely focused, hopefully after a couple days away from the office. The next step is to look at your past 6-12 mos. statistics (hopefully you have at least a basic array) and see what’s missing VS where you want to go next.  

For example, if retention is poor, your Second Visit needs a makeover. If NPs are not where they should be, a careful analysis of your marketing is in order. But also, take a look at what’s really doing well, say Former Patients returning, and don’t change what’s driving that, such as your current patient newsletter. 

Take the very same step by step process in determining which staff or positions need change, makeover, or maybe deletion.  A good example in our clinic was x-ray. My last 2 years, I broke even once, lost a little the second year, then sold it all, outsourced x-ray, and converted the space to revenue generating, adding at least 50k the very next year! 

In this day and age, you must approach your business decisions with precision, and that’s where great coaching comes in. A good coach won’t make your decisions for you, but will help you see things as they are, not necessarily as you are.  This is when the really big breakthroughs in life and practice happen. It’s also why all exceptional pros in sports and business have coaches at several key positions. 

The Perfect Practice is…

So what’s the perfect practice? That’s the question I have been asked many times in the last 2 weeks, as our upcoming No Bull conference is growing. Here’s my perfect practice. 

1.     The emotional and financial rewards are greater then the stress levels, all the way around.2.     It’s easy to maintain excellent clinical records (which really can avoid huge amounts of stress).3.     Time sensitive marketing is on autopilot, mapped out, executed by staff in a timely manner, after the input of my creative energy.4.     Staff rarely gives me grief. Honestly. My staff always knows where they stand, both by policy, and great open lines of communication.5.     Patients say thank you frequently, complaints are rare. Same with my staff.6.     Patients want to be in our office, actively seek better home care, ask about nutrition and exercise programs. We don’t force feed any education, it’s simply there, just like with my staff. And it gets asked for all the time.7.     We draw our lines in the sand with nasty insurance personnel, and don’t participate in junk plans. We tell our patients why, most of them get it, and still choose our office.8.     I don’t cringe when my payroll is taken out, as staff produces revenue for me.9.     I feel lucky to be able to really help patients who need the extra mile.10. I never stress about new patients, as we always have plenty. Largely in the form of self generating referrals from simply excellent office procedures.11. I like sharing all this with other docs (you!), and watch them change their lives, and those around them for the better. 

A Private Practice Caveat …

What Doctors forget the most? The primary item forgotten by most businesses, but especially in most Drs Offices is frequent contact with their existing patient base. Most offices quite frankly fail miserably in collecting and organizing data such as email, mailing addresses, etc, so it becomes a major job to maintain any type of regularity of contact (newsletters, announcements, etc) 

This is a huge mistake, as study after study across many offices has proven it costs far less to have former patients return to you for new conditions, than it does for you to procure new ones.  What we teach are simple systems, run by support staff to do all this work for you automatically. You then will want to check on it at least monthly, but better weekly. Also, remember “Perfect Practice Philosophy of Creative Energy” in practice, and where this actually comes from! If you miss out on this one, the costs are high professionally and financially!

Staffing With The Power of Written Intent

 Nothing, and I really mean nothing, will move you forward faster in office management than clear, brief written communications which are discussed, and then adapted as policy. Ultimately, these should reside in your office manual. At any stage of practice, you should make sure all policies are clear, updated as needed and disseminated to all staff persons, (even if it’s just you right now new Doctors). For, example, one of the ways to greatly decrease office stress is to have a very clear list of Patient Policies. In our office, these are 2 part NCR, and must be signed by each patient or guardian prior to examination. With staff, we advocate a basic manual, with policy changes and additions disseminated in writing, and reviewed on a regular basis. Recent examples in our office include policies on scheduling by the front desk (one exam to the next), and clarification of collection of payments at or before the time of service. Seems simple on the surface, but at any stage of practice both become major issues, unless you clearly communicate to patients and staff alike. Take your most pressing office problem, break it down like this, act upon it, and share your results with your fellow members and guests.

Just what makes YOUR practice unique?

Just what makes your practice unique? 

Probably, quite a bit, because the beauty of private practice is that you tailor it to your likes, dislikes, hours, procedures, etc. Extraordinary practices communicate this to their patients and their community by effective “positioning”. But most offices never effectively communicate this, and thus they leave a tremendous marketing opportunity on the table. And I am not talking about big buck campaigns here, just simply what your staff and your patients perceive, as to why they should be with and refer patients to YOU! 

So, today, start to weave a common thread into staff meetings, patient newsletters (which you do every month, right?) and even your phone messages. The quickest way to do this is to make a list. Staff is really good at this part, and will gladly help you. Next, use simple tag lines, like “Four Nights a week ‘til 7 PM” (which is ours at HSG) in all your communications. 

This simple measure will start to drive more referrals to your practice, with very little expenditure of $ or effort. Why not do it today? This is “Gorilla Marketing “at it’s finest. 

How you start your office day

  If you haven’t already tried this tip, I suggest you adopt it for 2 weeks, and tell me if it does not make a huge difference. 10 minutes before starting a patient shift, gather all your team in a private area. Have a copy of your Schedule, New Patient Log, and Missed appointment log. Go over each briefly, with the entire team. Make sure full communication is present amongst your players. Make sure your Team Captain (even if its you) are acting as the moderator. Ask for suggestions to anticipate tougher spots in the day from the players, and put them into play if you can. Be a good listener. Then start your day with some energy and focus, as a team.  Just doing this alone can have a huge impact on your practice.  Here’s a challenge to all clients and guests. Try this your next full week. Then email us or post to our Blog the results. I look forward to sharing your experiences.   

Staying Focused…

 This is certainly the biggest issue for many of us in private practice. It is however critical to measurable results. No, somedays it’s not easy at all. But it is a trained, learned skill. And you can not stop, as long as you want to move forward. It does take some discipline.  The good news is you can make it a habit. Your best results will come from a written reference. I still prefer a white legal pad. It should be the last thing you read in the PM, and the first you see in the AM. You should have at least your fundamental goals and targets, and game plan for the following day, even if it’s just a few words.  Working this way allows your subconscious mind to help clarify. Then, as we spoke about last time, you can really, comfortably “detach from outcome”, because you have gained clarity.  Trusting (faith) in this process is another learned skill. Do as the greats in history have, and harness the power of your mind, by giving it clear, specific directions, and frequent mid course corrections. You will not be sorry! 

Welcome to all Clients and Guests of Perfect Practice Web…

Welcome all Clients and Guests

The Value of excellent training…

Becomes self evident, the longer you practice. Best staff training practices allow your practice to move forward without skipping a beat when somebody leaves for vacation, or permanently.

At LEAST weekly, you need to meet as a team although we advocate a brief AM huddle each day. Also, when you have an extra few minutes here and there, spend some time reviewing and updating your office flow, scheduling, supplies ordering, or whatever else needs “tweaking”. Then, on those most challenging of days, you will be thrilled with the results. And, it’s great team building and an investment in your future too.

How does this “training time” happen? Only if you make it so, by using the right protocols and tools in great detail.