REVIEW:

15 Patient Points to Remember
Mission, Purpose, Values
Goals
NOTE:
We strive for superior quality and service for the patients...Know the patient names and use and Say their Name A LOT because this makes them feel welcome, comfortable, and people love hearing the sound of their own name!

This portion is how we provide the best service to our patients: THE GREETING

NOTE: Always start with a smile, you can say everything with a single smile and state their name. The patients can tell the difference.

Example: "Hi (Mary), it's good to see you. My name is (Candice) and how are you doing today?" "Did you find us ok (Mary)?"

1. Introduce yourself and take the time out to see how they are doing. Also ask them if they had any problems trying to locate the office. This shows that you are interested in them. It also is a great way to start a relationship with the patient.

2. If the person is a patient already than ask them to have a seat in the waiting area and the Doctor or massage therapist will be right with them. This is your time as the Medical Assistant to do whatever u need to do with that patient like payments, signing their charts, filling out any other additional paperwork, etc. For a New patient ask them to have a seat as well and fill out the new patient information forms and ask them if they would like to pay now or after there session.

Example: "All right Mary, have a seat and the Doctor or Massage therapist will be right with you. Meanwhile you are waiting I could take care of your payment and get u schedule for your next appointment and could I also have you sign your chart for me, Thank you."

3. New patients will fill out paper work - this is the portal for our office purpose so greet them in a friendly manner and say their name because this is their first impression of our office.

Explain the office registration and at this time you need to ask them for their ID and insurance card.

"Mary, go ahead and have a seat right over there and I will be with you in a second. (Walk to them in the chair with clipboard in hand and pen ready to explain everything) Mary, we will have you fill out a few pieces of paperwork. The top sheet is just your information and this seconded sheet is what is going on with you and your body so we know where to focus. The third sheet is a sheet on how your everyday activities are affected. You can just put a check mark on each line where it applies. If you have any questions then please let me know and I will be right over to help you. Could I please get your driver's license or state Id, and insurance card because I will need to make a copy for your records?"

4. After they are done, guide them to the Consultation room for their consultation

"Ok, Mary (say their name once again) follow me "

Bring them in the consultation room and have them sit down and ask them if they need anything while they wait.

"Have a seat right here and Dr. Weisz will be with you shortly, do you need anything while you wait? "

5. Let Dr. Weisz know the patient is ready and waiting for him in the consultation room.

6. Mean while, Dr. Weisz is with a new patient this is your time to get all the patient info entered into the computer and call and verify their insurance information.

7. If there is a patient in the treatment room and Dr. Weisz is doing adjustment with another patient ask them if they need anything while they are waiting and let them know where the bathroom is located and to feel free to have water from the cooler.

8. Go to the massage room and make sure everything is in order and neat and tidy and that u have everything that u need in the room to maintain the optimum professional environment and relaxation for the patient.

Always give yourself plenty of time to set up the next patient.

9. Make sure your oil and lotion is present and ready.

10. Make sure the music is on and the room is all clean. You want all patients and especially new patient to fill welcome and comfortable about their massage.

11. Dr. Weisz will Consult the new patient and after Dr. Weisz finishes the consultation with new patient, the massage therapist will go get the patient and if they did not meet yet then introduce themselves. "Hello Mary, My name is (Stephanie) and I am going to be taking care of you today. Follow me to the Massage room."

12. Once the patient follows you to the room then go over all procedures and protocols on where they should put personal items and clothes, what they should be wearing for the Massage, how to lay between the sheets, and that you will be going over everything with Dr. Weisz from the Consultation and that you will knock to make sure you are ready.

13. Dr. Weisz will talk to the massage therapist about the new patient Health history and Consultation.

14. Knock before entering Massage room.

15. Tell them the way you want them position to receive a massage them.

16. Always let the patients know that you are going to be entering the room and start the massage.

17. During the massage let them confirm the advantages that are taking place and their body.

18. Decode the confirmation Dr. Weisz went over with me about what is the problem with the new patient.

19. Discuss the first massage with the new patient to have them understand the serious condition that they are in.

20. Discuss than intake.

21. Discuss if they do exercises or stretches.

22. Explain the work that needs to be done with the new patient and operation.

23. Give patient a recommendation to see you about every 2 weeks than explain to the patient that they are and bad shape.

24. Explain during the relaxation about the payment and how much it is each time they see the Chiro& massage therapist.

25. Thank them for coming and see if they would like you to take a look at the schedule for them.

26. If not give them our coupon and tell them to call or e- mail to confirm the scheduling date and time.

27. All massage is to be over by 50-55 min so that you can set up the next appointment.

28. Guide them to the door and thank them again for coming and be well ready for the patient.