The Patient Perspective
You might be tired of hearing us talk about the Patient Perspective…but understanding your client and their experience is essential to making your marketing count. If you don’t understand who your patient is, what they are thinking, and how they are feeling when they are gathering their first impression of your practice then you are just shooting in the dark – you have no idea where to aim! Understanding the patient perspective can help you improve your marketing processes, close more new patients, and retain more regular patients – this is true whether you are talking about Wellness, Personal Injury, Weight Loss, or whatever side of your practice you want to grow.
One of our team here at JustUs recently went in search of a new Chiropractic office, and we have asked her to share her experience so that you can get a first hand account of what your patients are thinking when they go shopping for a Chiropractic office. Here it is:
“I was in an accident about 12 years ago that, combined with my horrible posture when I am sitting at a desk, has caused a multitude of issues stemming from hips and working all the way up my spine. Over the last several months and recently it has gotten so that I am having trouble getting to sleep, I can’t sit at my desk for long periods, I even have to jump up and walk around while watching a film at home. On top of that, I have started experiencing numbness in my hands and sometimes even shooting pains down my arm. Obviously I had put this off long enough, it was time to find a new Chiropractor.
I started my search by searching Facebook for any good deals near me. Unfortunately, there was only one office advertising, and they were charging $65 for a New Patient Consultation and Exam and marketing it as a discount. After doing a quick search on the web, I realized that that was not far off from the price of the same at most other offices, without the discount, so I ruled that one out as I was a little uncomfortable not being sure if I could trust that practice.
Then, I Google Searched for practices near me and took a look at their reviews. I reached out to the closest place with the best reviews – I asked a few questions, and they sounded wonderful! Except when I went to make my appointment, they didn’t have any new patient appointments available for almost 3 weeks. Not only that, but that appointment was on a Friday, meaning that I would have to wait at least another 3 days after that before I could start getting any treatment as the person I spoke with assured me that there was no way I would be able to get treatment until the Report of Findings was complete. I told them Thanks, but No Thanks.
So, I called up the next place. Their prices were very reasonable, and they appeared to have some openings coming up, but they didn’t offer massage in house, and did not have a place that they sent patients to with a referral for massage. This just seemed to me like it would be an incomplete package and would require far more work when it came to coordinating scheduling – so I declined to set an appointment.
You might be thinking – “gosh she is picky! This is just how it works.!” Well, you would be wrong, because the next place I called was a little more expensive than the previous two, but they offered in house massage, could get me in within 48 hours, AND told me that they would most definitely treat me at the first appointment if I needed some relief in order to make it to the next one. Now, is the adjustment that I received at the first appointment as extensive as the one that I will get on a regular basis? Of course not! However, after making sure that my issue didn’t appear to be neurological the doctor was reasonably sure that giving me a small adjustment would do more good than bad – and it absolutely did.
The point wasn’t really the adjustment itself in the end, it was that he cared enough about the fact that I have been in pain for a long time to do something about it rather than just telling me to come back later. He has my business any day.
Again, we might sound like a broken record, but this is information that is vital to take into consideration when doing everything from deciding on your offer, to creating your website, to deciding how your front desk will handle prospective patient phone calls. If you don’t, your competitors will.