Every patient deserves your fullest attention and intention right! This means irrespective of what yours or they’re perceived reality around their health and wellness direction, your job is ALWAYS to provide them with a plan.
If the client is seeing 2 other practitioners and you feel ongoing care with you is indicated, then direct the patient and then direct the other treating practitioners.
If the client tells you they are already seeing other practitioners, or they’re perceived past reality is that practitioners have over-serviced etc. YOU’RE DUTY OF CARE IS TO STILL PROVIDE THEM WITH YOUR RECOMMENDATIONS. I always say, ‘I understand however, my job is to provide you with my best recommendation, then it’s up to you, is that OK?’
Let me give you an example outside our scope. A clients sees an eye specialist. The specialist says, ‘Yes, I can confirm you have something wrong. I’ll see you later.’ Not only does this leave the client confused and worried, this is also POOR CUSTOMER SERVICE. Don’t be this practitioner!
If it is agreed the client wants to self-direct, then AGREE ON THAT AS A PLAN. It’s still a plan. Send them to reception WITH THAT INFORMATION.
Finally, honor the referring practitioner. If the Chiro refers to you for Myo for example, it is expected you will manage that client appropriately. Provide your recommendations clearly and intentionally. Use the yellow slips and make sure reception are clear. At the end of the day the client will make their own choice however, if you are vague, indecisive, trying to be ‘nice’…THE CLIENT HAS NOT THEN RECEIVED THE BEST CARE AND WILL NOT LOSE CONFIDENCE IN YOU. This is also creates what we call ‘Referral Stress’, i.e. the referring practitioner works hard to enroll the client and create the referral only to have the referee practitioner mis-manage them. The client loses, your practice fails to thrive and the practice overall starts to fail.. Referring practitioners will then redirect their referrals to those practitioners who are prepared to prescribe a clear, treatment plan.
Plan to plan IN YOUR clients in their best interests with the clear understanding they always have the right to choose; let go of the fear and help more clients reach their potential.
Be Your Best.
About the Author:
Dr. Andrew Arnold (Chiropractor) is the ‘Practice Leverage Expert’; Principal Chiropractor and owner, Cranbourne Family Chiropractic and Wellness Centre; Accredited Business Coach; Founder, Million Dollar Wellness Practice. Andrew is married to Dr. Linda Wilson, the Stress Specialist and has two children, Isaac and Bella. He lives in Melbourne, Australia.