“You’re fired” might be entertaining when you hear Donald Trump yell it at a would-be apprentice, but it doesn’t feel too good if your patient or employer tells it to you.
Contrary to popular belief, people don’t get fired on the spur of the moment. Patient’s typically fire their doctor because of two main reasons: The doctor failed to listed to the patient and/or the doctor failed to meet the patient’s expectations. It is interesting to note that employees get fired for the same two reasons (poor communication and poor performance).
It is a prudent idea that if many of your patients are firing you, take an honest accounting of the two reasons cited above and correct immediately!
Failure To “Listen.” This in my opinion is the number one reason why patients leave care and fire their doctor. It is imperative to perform a proper consultation that will discover why the patient is really there; create value for the patient; and allow the patient to be heard and listened to. When a patient feels listened to, it means they believe their doctors recognizes and understands the feelings they put forth. When a patient feels their doctor doesn’t listen or understand their needs, the patient often terminates therapy. Click here to watch a free webinar on How to Perform a Proper Consultation.
Rushed Communication. Do you take the time to have eye contact and to answer all of your patients questions? When you are busy with patients and a patient asks you a question do you show your dis-pleasure when answering the question? Our clients are taught how to know and understand every patients needs, wants, personality type and how to communicate to that individual. Communication is key, don’t rush your patients.
Timing. How long does it take you to return phone calls or emails, or texts? When I call my advisor, doctor, or anyone else that I am paying, I expect a call back by the end of the business-day in a non-emergency situation and in a very short time during a crisis. I understand that my advisors and doctors are busy, but the bottom line is patients will fire doctors who don’t promptly return their calls, and rightfully so.
Poor Expectation Management. All patients and employees have expectations—beliefs about how their doctor or employer will act and perform during the course of their relationship. When expectations are met or surpassed, patient trust and confidence are built with the payoff being that the patient wants to continue working with the doctor and will be happy to refer other patients. Running on time is paramount. Our clients learn early on that the patients time is so dis-respected by most health care providers; that when our clients run on time patients are very appreciative. Of course emergency’s happen and for the most part, patients are forgiving when an expectation here or there isn’t met. However if once in a-while becomes a habit, the patient will become disappointed and often feels betrayed and angry, and trust in the doctor wanes. Together, these feelings often lead patients to dismiss their doctor.
Performance Issues
The number one performance issue that forces your patients to fire you is the most obvious: failure to help them. Helping the patient does not mean getting them well. Helping them can be anything including referring them out that help them meet their health goals. Too many times a doctor will try to hold onto the patient for self-serving reasons. Never use self-serving reasons to keep a patient it will ALWAYS come back to bite you. If you are not getting good clinical results then take post-graduate classes and learn other techniques that will afford you better clinical results.
In twelve years, I haven’t seen one practice that executed the steps above and that utilized our procedures that failed to grow their practice. Why am I so confident (100% certainty) that these tips will create better growth and a more successful and fun practice? Two reasons: (1) I coach practitioners just like you everyday and have seen excellent, duplicative results and (2) Every single day I get a call, email or text from an existing client telling me that since they implemented these procedures and suggestions, they have more money than they ever had before; they love their staff; they are having more fun in practice; or they had a record day in office visits. Or, they had a record week in collections. Or, they had a record month across the board! Please don’t take my word for it. Click here for a free no-obligation coaching call. Kick the tires and find out for yourself how I can help you grow your practice ethically, legally and with integrity; get more free time and have fun again. We have payment plans that will allow virtually EVERYBODY AND ANYBODY the ability to afford my services. Get to the next level and beyond. Stop wishing, praying and hoping and take the meaningful step that will get you to where you want to be.