REVIEW:
-Patient Points to Remember

-Mission, Purpose, Values

-Goals

NOTE: We strive for superior quality and service for the patients...Know the patient name 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 is aligned with our mission and core values.

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

The following will completely cover from when the person walks in the door to when they exit the office. The goal is to provide the best quality and service imaginable and provide a WOW experience while helping their body heal!

NOTE: Always start with a smile, you can say everything with a single smile and state their name. The patients can tell the difference. Look at the schedule ahead of time to learn the name of the people coming in.

What to say to provide best service and the person below this is their first time visiting us...

1. Example: "Hi (Mary), it's good to see you. "Did you find us ok (Mary)?" My name is (Beth) so let me know if you need anything... how is your day going today?" Do you need to use the restroom or would u like some water? (explain where that is located or show them)

Note: 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. If so, we want to make sure to clear up any directions so they can find us easier the next time. When you know their name shows that you are interested in them. It also is a great way to start a relationship with the patient. Always start with a smile. You can say everything with a single smile and state their name when they walk in, you know there name because you have already looked at the schedule ahead of time to see who would be the next patient walking in. This is their first impression of our office and it is the greatest thing for someone to hear their own name, especially when they are walking into an office for the first time. Greet them in a friendly manner and tone of voice. Always say existing patients Name as well, they are just as important as the new patients. Their name should be stated at least 3-5 times before they leave the office.

2. Example: " All right Mary, have a seat right over there and we will have you fill out a few pieces of paperwork. The top sheet is just your information and this second sheet is what is going on with you and your body so we know where to focus. The third sheet is 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 feel free to ask me and I will be right over to help you.
when they are done with the payment... "All right Mary, the Doctor or Massage therapist will be with you in a couple minutes. Meanwhile, while you are waiting I could take care of your payment and get u schedule for your next appointment, Thank you."

Note: New patients- ask them to have a seat (Walk them over to the chair with clipboard in hand and pen ready to explain everything) and have them fill out the new patient information forms and ask them if they would like to pay now or after their session and the doctor will make sure first time people we know what the costs is or will wait until after for the new people to see what services we will be doing and with existing patients we already know the costs and procedures so we can get their scheduling and payment done before hand to help them save time in our office.

3. Example : For existing patient: " All right Mary, have a seat right over there the Doctor or Massage therapist will be right with you. "Mary, here is your chart for you to fill out. Do you want me to take care of your payment now or later? (we always give them the option). Most of the regular patients for re-scheduling you can just say...do you want me to look at the same time and day next week for you?
For a patient who has been to us a few times ask...When is the next best day and time for me to look at the schedule for you?"
(the Doctor and/or Therapist would have already made a recommendation to the patient to when to come in next so typically they will know the next best time that was prescribed to come in)

Note: 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 to do whatever u need to do with that patient to allow them to have the most efficient visit at our office ... like having them make payments, signing their charts, filling out any other additional paperwork, etc. We want to minimize wait time so if the person is a patient already, then the doctor or massage therapist is ready to take them back for treatment. The most efficient process and best service is to take care of everything for them while they wait so when they are done with the treatment then they can walk right out the door because you took care of everything already. This will save them time and you time so you can be ready for the next patient or if someone is calling you can take the call. You will get to know patients and know which ones you can just say..."when is the next best day and time" OR "same time and day next week?" Always repeat back appt day, date and time AND always ask to write it on a card for them.

New patients will fill out paperwork and see below for some of the most commonly asked questions as well-

Explain the office registration for them to fill out and at this time. There are common questions you will get and we will go over this in this paragraph.

"Mary, go ahead and have a seat right over there and I will be with you in a second". Walk to them with clipboard in hand and pen ready to explain everything. " Mary, we will have you fill this out to better serve you. The top sheet is just your information and this second sheet is what is going on with you and your body so we know where to focus for you. The third sheet( this is only given to patients and not just massage visits) is a sheet on how your everyday activities affect your body. 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 there to help you.

They may ask you a few common questions so here are the questions and the responses....

Do I have to put down my social security number?

Mary (remember always use their name), you do not have to fill that in if you do not want to. This is our standard office form and all your information is kept confidential so if you decide to not fill it in then that is ok but we do keep all information private.

Do you need my insurance card?

Mary, I will take a look at it after you are done filling out the paperwork

(when they hand you the paperwork then make sure the ID # and Group # is correct and for certain insurances you will write down the customer service # on the back)

Do I need to fill out the insurance information if I am just coming in for a Massage?

Mary, most people fill it in because they want us to check on their benefits for them to see if any future services are covered in our office but it is up to you. We do that as a service for people and of course does not cost anything. So let me know if you want us to check on it for you so we can put you on the list to do so... most people want to know their benefits. do you want us to check on your benefits for you? (then put it on the list if they ask)

What do I fill in for this sheet ( 2nd piece of paper) if I do not have any pain?

Mary, if you do not have any pain then just write in where you want the focus to be for you today or any preferences you have. Fill out whatever is applicable and the best you can.

Rarely occurs....

Make sure they sign the first page if they forget.

Just simply say... "Mary, could you please sign the bottom of this top sheet as it protects the privacy of your health information

After they finish the paperwork, thetherapist or doctor will guide them to the consultation room for their health consultation or the doctor will bring them back if they are seeing the doctor for the consultation, examination and digital scan.

"Ok, Mary (use their name) follow me "

Bring them in the consultation room.

"Have a seat right here and the Doctor will be with you shortly to go through the paperwork with you before you get started."

Let the Doctor know the patient is ready, most likely the Massage therapist will let them know.

While the Doctor is with a new patient, enter the patient's info into the computer. Make sure to enter all of their information including who referred them and all insurance information. It is extremely important to double check all phone numbers, address, ID#'s and e-mail after they're entered as this is how we contact patients and also send electronically to many insurance companies. If the patient only enters a cell phone number use the cell phone number as the home number as well in the computer. (You will be trained on the computer software)
Also, after that is entered send the THANK YOU Email to the person and it will depend on what services they are getting that day...the doctor will let you know which email to send out as we do send a nice Thank you email out to every new person who comes in.

If there is a patient in the treatment room and the Doctor is performing an adjustment with another patient ask them if they need anything while they're waiting (i.e. use the restroom, water, and as stated before go over the schedule to reschedule them, and have them pay). The best service is to show them by walking them to the bathroom or water cooler if they have not been to us. Show them where everything is, so they feel comfortable with the office and so they do not walk into the wrong room where a treatment or massage is taking place.

Therapist will Go to the massage room and make sure everything is in order. Make sure the room is neat and tidy to maintain the optimum professional environment and encourage relaxation. Make sure the lights are dimmed appropriately, music is playing, and that the oil\\lotion is ready for use.

Dr. Weisz will consult with the new patient and go over their health history and if they are a patient then will perform examination, digital scan as well. After Dr. Weisz finishes the consultation with the new patient, the massage therapist will enter the room then they will introduce themselves.

4. Example: "Hello Mary (use and know their name), my name is (Jennifer) and I am going to be taking care of you today." Also ask if they need to use the restroom or need some water?

Once the Massage Therapist introduces themselves to the patient (MAKE SURE YOU KNOW THEIR NAME and STATE IT) 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.

Ask the patient if he/she has any questions and confirm with them a couple of times that every question is answered and they feel completely comfortable.

5. Example: "Mary, this is the room we are going to be in today. You can put your personal items over here on this chair, there are hook right here for you to hang your clothes if you choose, undress to your comfort level...what that means is you can keep your underpants on and lay under the top sheet here (go over and lift the top sheet up and show them) and pull the sheet over your body so you are covered and lay face down with your nose in here (direct them with your hand to lay face down and point to where to put face) I will knock before entering in the room and we will get started so get ready to relax! Do you have any questions? No questions? Let me know if you have any questions throughout because I am here to make your experience the best!"

When leaving the room you also want to prompt them with relaxation words so start the relaxing experience... so before you leave the room you can say, "Now get prepared to relax" and when you reenter the room you say..."Are you ready to relax?"

Note: Knock before entering Massage room. Always let the patients know verbally that you are going to come in and make sure you get a verbal confirmation. "Are you ready Mary (USE THEIR NAME as much as possible)" When you step in the room ask if they're comfortable before you get started. Go over what the doctor discussed with you in the consultation. Make sure you understand their problem.

6. Example: "Mary, are you comfortable? Great, get ready to relax. I talked to Dr. Weisz and he told me that the main areas of pain/tightness are the upper shoulders, mid back, and neck. I will definitely pay special attention to those areas for you. Do you want me to do a whole body massage or concentrate only on the low back, mid back, and neck areas? Are there any other areas you want me to pay special attention too besides neck, shoulders, mid back?

Also, I will be checking in with pressure to make sure it is not too much or not too little throughout the massage but please feel free to let me know when I work on your body.

Note: During the massage check in with pressure, explain what you are finding with the patient's body in different muscle groups and from side to side and go over the advantages that are taking place when working on their body.

Discuss the first massage with the new patient to have them understand how long the condition has been accumulating and also what is going on with their body. Remind them that pain and tightness is NOT normal. It may be common but is not normal.

Explain the work that is being done with the new patient and how what you are doing benefits their body.

Give patient a recommendation based off what you find.

7. For example: What I recommend and what would be ideal for your body is if you come to see us within a week because your "Lower back area especially on the right was very stiff and tight in the joints and muscles and the closer together the treatments then the more progress we can make to retrain the tight muscles. It is like working out...if you work out once a month opposed to once every 2 weeks opposed to once a week then you will see that much more longer lasting results...especially if one's body is out of shape.

Pain and discomfort are NOT normal and is a warning sign something is going on so it is good that you came in to get it worked on
(You are giving them positive reinforcement that they are actually taking the right steps in coming into the office to get it taken care of instead of suffering).

They should know that if they want long term improvement they should see us on a regular basis. It takes time for the muscles to become stiff and deformed, so it is going to take time to fix them. Bring up examples from their health history about how long they have had the problem and how many hours a day do you sit, stand, or sleep in the wrong posture? One massage will bring temporary relief only.

Explain how the office works and tell them how much today`s session costs and what the price would be depending on whether they come in within a month or more than a month. The reason it's more affordable if they come within a month because we want it to be affordable for patients so they can take care of their bodies.

"Therefore, the massage is typically $70.00 but if one comes within a month of a previous massage then it is only $45.00, we do this because most people are coming in with aches and pains and we want to make it affordable so people can actually take care of it and keep up with your body as you only have one of them! Remember that it is important to address the spinal and joint component as well. To see the Doctor to get the spine checked with the digital scan and examination is typically around $195 but for first time Patients it is only $49 and it is possible that the insurance could cover some of it depending"

The best way people heal the muscles and joints is 3 things.....

#1. Get the joints moving properly and in better alignment because if they are stiff or misaligned then it puts irritation and pressure on their nerves. Chiropractic is the best treatment for this so the best place to start to get this checked is to schedule the initial examination and digital spinal scan and analysis.

#2. Getting Tight muscles relaxed....if muscles are tight then it irritates surrounding areas and pulls on joints and causes irritation and pressure on nerves...Massage is one of the best treatments for this

#3. Getting Core weaker muscles strengthened.....it is important to support the joints and muscles so they do not have to work over time and after the initial examination and digital spinal analysis the doctor can let you know which core exercises would be best for you.

If someone decides they want their joints to have better alignment and movement then we set them up with an appointment with Dr. Weisz for a full examination and digital spinal Scan where he does testing on the joints, muscles, and nerves to see what joints he needs to get moving better and in better alignment and what core muscles need to be strengthened. Usually we will check on some ones insurance coverage ahead of time to let you know what the costs are.

How it works here in the office!

With the next listing use it as the main focus on communicate: Educate them about their body and treatment, What are the benefit of massages?, For each session this listing is a great tool to focus as an overview of what to and what is expected as a team member's completion of all first timers initial visit.

· EDUCATING IS KEY :

At this time it is your responsibility to speak and say to the visitors the importance of their body as a whole care. Take your time specifying where you would like them to be and what areas you'll focusing on in the future ,this is the perfect time to reinforce what Dr. Weisz went through with during the consultation and with you-being a part of the office. This simple exercise will educate every one of us. This will give the first time or active patient a sense of trust.

Benefits of Chiropractic and Massage:

Throughout the treatment we are educating the person on what we are finding with their body and at the end of the session summarize what was found and go through prescribed recommendations.

Thank them for coming and it is a great step in the right direction for their health and take a look at the schedule for them as advised above.

Let them know that if they have any questions they can always call or e-mail us and we will be more than happy to help them and that we have a wonderful Health Newsletter that they can subscribe to online and it is FREE and delivers GREAT HEALTH info each week.

Chiropractic Appointments take about 19-25 minutes and All massages are to be over by 55 min so that you can set up the next appointment.

When the Doctor or Therapist leads them to the front the Office Coordinator in the front will reconfirm their scheduled appointment or appointments, take care of any payments that need to be made which have probably been already taken care of and gives them a nice friendly smile and acknowledges them on the way out...once again stating their name.

Guide them to the door and thank them again for coming. For Massage Therapists ...Write down any information you need for your records to remember for that particular patient and get ready for the next patient.