Dr. Jay Greenstein is a renowned chiropractor and CEO of Sport and Spine Rehab. He shared his insights on how technology can be leveraged to improve patient experiences and practice management in the chiropractic industry. Here are the main takeaways from the interview:
- Efficient Practice Management with Technology: Dr. Greenstein emphasized the importance of utilizing technology to manage practice operations effectively. He mentioned the use of Genesis Chiropractic Software that helps in streamlining administrative tasks such as scheduling appointments, billing, and patient communication. The software’s task workflow feature enables monitoring of tasks for efficient completion.
- Employee Experience: Dr. Greenstein discussed the significance of employee experience and how it can influence practice growth. Recruiting, onboarding, and ongoing training were identified as key areas where practices should focus to improve the employee experience.
- Patient Experience: Patient experience is critical for practice growth. Dr. Greenstein suggests that practices should focus on creating a remarkable experience for patients. He recommended implementing the steps from the book “Never Lose a Customer Again” by Joey Coleman, which outlines eight steps in the patient journey to improve the overall experience.
- Net Promoter Score (NPS): Dr. Greenstein emphasized the importance of the NPS in measuring patient satisfaction. The NPS is a single question survey that measures the likelihood of a patient referring a friend or family member to the practice. Scores are calculated by subtracting the percentage of detractors (scores 0-6) from the percentage of promoters (scores 9-10). A score of 50 or above is considered good, and 70 or above is world-class.
- Six Sigma: Dr. Greenstein also discussed the Six Sigma methodology and its application in the chiropractic industry. Six Sigma is a quality assurance methodology that identifies the three to five key variables in a process to guarantee consistent results. He gave an example of a steak cooked in a restaurant and how multiple factors such as cooking temperature, time, thickness, and other factors could affect the quality of the final product.
Dr. Greenstein’s insights on practice management and patient experience are valuable for chiropractors looking to improve their operations and grow their practices. By leveraging technology and implementing best practices, chiropractors can deliver exceptional patient care and achieve their business goals.
