Last week we reviewed the power of progress exams in creating GREATER CLARITY for our patients. Now it’s time to unpack the next Remarkable Patient Retention Mechanism in the patient process: The Progress Report.
For the sake of review – we discovered that the real Value of the Progress Exam and Progress Report has been identified by behavior scientists as something known as the Hawthorne Effect. In short, as humans beings love to be measured. We like when a trusted authority pays attention. It means that what we are doing is important and that someone cares.
So, then let’s take a good look at good feedback…
In our practice we did Progress Exams every 12 visits during roughly the first year of care. Again, Progress Exams are quick “Slip and Check” Micro Exams that create an opportunity to gather clinical information, but more importantly, establish greater clarity for patients along their journey. Progress Exams are typically limited to one or two simple clinical studies that deliver value to the doctor and create the opportunity to check in with the patient.
Progress Exams are followed by a Progress Report the following visit – in other words – every 13th visit.
This is your stage for feedback. This is your chance to reinforce what is important and to let the patient know where they are in their process. Good feedback can be defined by the following:
1. Timely – Do not wait for the patient to ask for the report, rather, do the Progress Report on the next visit. If you want to the patient to have value for the exams – you must have value for the exams.
2. Personalized – Personalize the information. Make this information “about them”. This is a fantastic opportunity to show them that you know what they do and what they care about. Make your information personal and create a massive empathetic connection.
3. Relevant – Make the feedback relevant. Your patients should should feel like that can do something with it. They should feel they got something useful from the report and that they now know what to do moving forward – a blue print for next steps.
If you’d like a specific sample progress report, you can find it under module 55 of the DC Academy. If you’re not a member yet, what are you waiting for? Take a quick tour of the Academy today.
A good Progress Report IS BRIEF.
In fact, you should conduct these during Peak Adjusting Hours in the middle of your adjusting flow. They should be concise and informative and done table side with a great deal of leadership.
The Progress Exam is not a long and drawn-out before and after discussion of your clinical findings. Dock those discussions for your Re-Exams.
The Progress Exam is not data intensive, but you should focus on the following 3 elements:
- How am I responding relative to your expectations?
- What are we going to be doing moving forward?
- How often will I need to be getting adjusted?
Be sure to hit these three points concisely and confidently. Congratulate those patients who are on track with their schedules. Encourage those patients who are struggling clinically and Redirect, Reconfirm and Re-commit those patients that are off-track with their care plan.
Regular, quality communications, especially during Progress Reports, are essential to a patient understanding and therefore patient retention.
Remember – what you do is… Remarkable!
Join us at our next Remarkable Immersion. We’ll pickup where we left off to deep dive into Patient Retention. Click here to learn more or Register Your Team!
