Dear Bill

I seem to recall that you used to advocate labeling the participants in a practice as "practice members." I notice that you have returned to the label as patients, not clients or anything else. I would appreciate your letting me know the reason why the change.

I believe it was Dr. Donald Epstein who originally suggested that individuals receiving care be called practice members.

Perhaps because the word "patient" comes from the Latin word meaning "to suffer." Which implies that the chiropractor is "treating" aches or pains, the classic definition of practicing medicine.

More recently I've taken a compromise position.

Because individuals showing up in a chiropractic practice have been taught the medical mindset, they see themselves as patients. Calling them something else simply dials up the weirdness quotient at the very time you're trying to establish rapport and build trust.

My recommendation is that you refer to them as patients while they are symptomatic. When they reach the point where some type of wellness/supportive care is offered, if they accept, call those individuals practice members. Or clients. They've graduated. They apparently "get" that chiropractic isn't only about pain relief.

Having a "rite of passage" and a language shift could go hand in hand. 

When a patient enjoys symptomatic relief, the very time there should be a celebratory tone for the successful resolution of a patient’s desired outcome, there is often guilt or shame should the patient choose not to continue their care on a wellness/maintenance basis.

By having a goodbye procedure the proves you’re not disappointed with their decision, can lighten the mood, enhancing referrals (“She’s not one of those chiropractors who keeps you coming back forever!”) and increasing reactivations.

What might that involve?

You could present the patient with an honorary Dr. You degree, suitable for framing.

You could take their picture in front of your Wall of Fame bulletin board (with their permission), putting their first visit photo (labeled “Before”) with their latest “graduation” photo labeled “After.”

You could create a short video, interviewing them about their experience in your practice, what they were anxious about, what their biggest surprise was, etc. Again, with their permission, post on your social media feed, YouTube channel or website blog.

Obviously, if someone where to begin care on a nonsymptomatic basis, it's possible they could begin at the practice member/client stage.

Similarly, if they have a new problem that returns them to a three-times-a-week visit schedule, then they're a patient again.

This is part of a bigger conversation about the precision of language. Sloppy language: sloppy life and sloppy practice.

Thanks for the question!

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