Chiropractic Software Patient Education Promotes Compliance
Getting Past No Can Dr. Ben get past the negativity and work out a solution for his patient education needs? Carmen was helping Jonathan with his homework when Ben arrived home from work. He hadn’t expected kindergarten to have homework — but he also hadn’t expected the meeting at his practice to go so badly. Ben gave a feeble smile over Jonathan’s head as the little boy excitedly told him all about his day, and Carmen responded with a concerned look. Ben was able to set aside the workday as Jonathan described the wonders of kindergarten to him, and the whole family finished up the homework and put it carefully into Jonathan’s backpack. “He’s really enjoying school,” Ben observed as Jonathan ran outside to play. “I know! It’s such a relief — I was worried that he wouldn’t like it,” said his wife. “And of course he’d have to go anyway.” Ben nodded gravely. “Looks like you didn’t really enjoy work today,” Carmen prodded. “And I had to go anyway!” Ben chuckled. “Actually, it was great up until the meeting at the end of the day. I hate meetings.” “You were so well prepared! How come it didn’t go well?” “Actually, the partners had some good points,” Ben admitted. “I guess that’s why I’m so frustrated by it. Somehow when we get together, we just end up in one big negative group mood, listing all the reasons ideas won’t work. I left pretty convinced that my idea won’t wor “So you went in and told them that patient education would increase compliance, and that you need some kind of tool that’s more versatile than a skeleton. Then what?” Ben leaned in. “They said that the body is a very complex system, and we all went to school for years to know what we know. Our patients can’t expect to understand it more fully than they do, and no special tools are going to make it completely clear.” Carmen frowned. “There’s a difference between being a doctor and being an informed patient. Just because patients don’t always fully understand the explanations they’re getting right now, that doesn’t mean that they couldn’t understand enough to help them see the value of adhering to their treatment plan. Especially with some kind of visual or hands-on support. I know those things make a difference when I’m training new workers.” “That’s a good point,” said Ben. “I guess just deciding that it’s hopeless doesn’t make a lot of sense.” “What else did they say?” Ben sighed. “At one point someone said that our patients should just trust us, and that it was all the fault of the internet.” Carmen laughed. “I know it sounds funny, but at the time, we were all getting into that discussion. Some of us are more committed to patient education than others, but even I joined that complaint fest. It does seem as though noncompliance is getting worse.” “So patients with a little information are deciding that they don’t have to do what their doctors say?” Carmen scoffed. “Even if that’s true, the solution surely would be more education, and more accurate information. You can’t stop people from finding information online, but you can be the most trusted source of information.” “You’re making a lot of sense here,” Ben said. He was feeling more cheerful. “I think I can go back with these points, once everyone has had a chance to think about it. I guess a lot of the negative reaction was just about change.” “Change is stressful,” Carmen agreed. “Even if it’s going to be better, it’s more trouble to change than to keep doing what you’re doing.” “What we’re doing isn’t working as well as it should,” Ben said. “I guess I went in with an idea and no real solution, and when everybody went into the usual naysaying, I got swept up in it.” “That’s probably why you hate meetings,” Carmen suggested. “But sometimes people just automatically shoot down an idea even though, with more thought, they’d see the value. I think you should go ahead and identify the tools you need. Make sure they’ll fit into the practice’s regular routine, and bring it up again.”
Chiropractic Software Easy Patient Education
What Do You Really Want? Is knowing what he wants a good enough starting point for Dr. Ben’s patient education program? “I know you’re all about systems,” Ben began, pouring a cup of coffee for his wife. “You know it,” she said, breathing in the heady aroma. “So I’m going to lay this out in a completely systematic way. First, patient noncompliance is a big problem, not just for us but for medical professionals all over the country. I hear that noncompliance costs the U.S. $290 billion a year.” Carmen raised her eyebrows. “Beyond that, patients who follow through on their treatment plans and show up for their appointments and make the lifestyle changes we recommend–” “Compliant patients, in other words,” Carmen said. “Those patients see better results, are happier, and are less likely to go elsewhere for future treatment. In fact, having patients who adhere to their treatment plans leads to a more efficient and cost-effective healthcare delivery system. It also means less patient churn and more professional satisfaction for us.” Carmen nodded. “Very clear so far. Patients who do what you tell them are a good thing.” “Point two is that patients who really understand what’s going on are more likely to cooperate with us and follow through on the things they’re supposed to do.” “Ergo, patients need to be educated.” “Ergo makes it sound especially important. Do you mind if I use that when I pitch this to my partners?” Ben smiled and Carmen returned his smile. “So I think we need a clear, systematic way to educate our patients,” Ben continued. “It needs to be something all of us can use everywhere in the office, and ideally our patients should be able to share it at home, because we know that home support makes a lot of difference.” “Then you need to be able to email it to them, whatever it is,” Carmen suggested. “That’s the easiest way to share things.” “Right. And people respond best to visual information, so it can’t just be a letter or something like that.” “Hmmm.” Carmen pursed her lips thoughtfully. “I’m sold on the idea that you need to educate your patients to increase compliance, and that you need some kind of tools to accomplish this.” “Good,” said Ben, sipping his coffee. “Now what? Is it time for the big sales pitch where you show me a set of encyclopedias?” “I don’t think encyclopedias will do it. In fact, I don’t know what will do it.” “At least you know what you’re looking for,” Carmen said. “That’s what I figured. I have a clear idea and I can go out and find a solution.” “If you explain it that systematically,” his wife suggested, “your partners might even help you.” “Especially if I say ‘ergo,’” Ben finished with a wink. Is knowing what he wants a good enough starting point for Dr. Ben’s patient education program? Disclaimer: For HIPAA compliance, all characters appearing in this post are fictitious. Any resemblance to actual persons or actual events is purely coincidental.
Into the Fire
Poor Communication Turns Up the Heat in the Office How do staff problems affect Ben’s chiropractic practice? “Ben? Can I talk to you about something serious?” Ben turned to his wife in surprise. Carmen was usually easygoing, taking a relaxed attitude even in serious situations. “Of course. What’s up?” “It’s the girls at the pizzeria.” Like many pizza places, Ben knew, Carmen’s had lots of part-time help, including students and musicians who needed a day job. The work tended to be fun and casual, even though Carmen ran a tight ship. She had a lot of turnover — what restaurant didn’t? — but she rarely had staffing problems. “I’m usually the one complaining about my staff,” Ben said. “You go with the flow.” “I know,” Carmen agreed. “I think we’re a happy workplace, and the systems are organized enough that the people can relax. But we have this new delivery guy…” Carmen hesitated. “Spit it out!” joked Ben. “Well, okay, he’s really cute. Whenever he’s in the shop, the girls hang out near him, flirting, instead of doing their work.” Ben couldn’t help laughing. “That’s your employee problem? Listen, I have staff absences, paperwork backing up, information silos that mean we constantly have questions that can’t be answered because the only person who knows the answer is off –” “You aren’t even listening!” Carmen objected. “I can’t bring this up with the girls without insulting them, and I can’t bring it up with the new guy at all. I can’t fire him for being too cute –” “Sorry, Carmen,” Ben insisted, “you don’t know what staff problems are if your idea of a staff problem is how to avoid hurting somebody’s feelings. My people are competent, but there doesn’t seem to be enough communication among them to keep the paperwork and billing going smoothly. We end up looking bad to the clients because their files can’t be found, or missing out on billings because the paperwork has errors. Those are staff problems.” “Maybe you’re right,” Carmen said. “Those do sound like more serious problems. Are you paying enough attention to your workers?” “That’s part of the problem, I’m sure,” Ben admitted. “I’m in with patients all day. I don’t have time to oversee the staff, and I guess they all have a lot of freedom to set up their own systems…” Carmen laughed. “If everyone just does what he or she wants, you can’t call it a system.” “Well at least I’ve got you laughing,” Ben said. “Listen, just tell your people to get back to work. You’re letting your embarrassment over the situation make it seem more difficult than it is.” As they got ready for bed, though, Ben was wondering. If that was the biggest staff problem Carmen faced in her business, why was he constantly troubled by staff problems in his? How do staff problems affect Ben’s chiropractic practice? Keep your staff from fighting webinar. Your staff needs Single Point Management.
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