| One internal marketing tactic that can have a profound | | | | following day. A call from the doctor will have a |
| impact on your PVA is your Patient Recall Protocol for | | | | greater sense of urgency, than a call from the |
| patients who miss or don't show for their | | | | Receptionist. |
| appointments. This is a situation that can occur daily. | | | | It's important that you have a predictable system, so |
| Patients who simply fail to keep their appointments. | | | | you can hold your T.E.A.M. accountable. In fact, it could |
| Often it tends to become prevalent when the patient is | | | | be one of your baseline responsibilities to earn their full |
| out of pain and don't believe they need to come in as | | | | compensation or retain their employment! It's the |
| directed. | | | | responsibility of the Doctor to give the patient direction |
| The reality of practice is that some patient's will miss | | | | and hold the patient accountable. It's a basic doctor job |
| an appointment: No Show. To reduce the impact this | | | | description. Patient's who are in poor compliance will |
| has on your PVA, you need a structured protocol | | | | not get the results possible and then can become |
| implemented that is executed 100% of the time. | | | | naysayers about your brand of chiropractic. |
| What we advocate is: | | | | Don't let missed appointments go unscheduled. Change |
| 1. Within 5 minutes of a No Show, a call is made by the | | | | the plan if needed, but, the patient must realize that |
| front desk to remind the patient of their appointment. If | | | | missed appointments creates the need for additional |
| unavailable, then send a text message (you do have | | | | care than was originally advocated. The patient must |
| their cell number, don't you) or an email message. The | | | | realize that incomplete care will not achieve their |
| front desk is not allowed to cancel an appointment or | | | | desired healthier and more active lifestyle. |
| move it to another day. They are only permitted to | | | | There is one more way you can boost patient |
| reschedule for the same day... even if after hours! Only | | | | compliance.... call them in the evening on the day they |
| the doctor can modify the treatment plan and if the | | | | received their first adjustment. In the first place, your |
| patient tries to wiggle out, then they must be | | | | call will surprise them and show how much you care. |
| transferred to the doctor. Most patients will avoid this | | | | And, when you reinforce what they may experience, it |
| confrontation. | | | | will keep them focused on their program of care. |
| 2. If no response, a second call is made at the end of | | | | Peak your practice when you hold your patient's |
| the day, to reschedule the missed appointment. | | | | accountable to their agreed on program of care. |
| 3. If no response, a third call is made by the Doctor the | | | | |