Practices with high patient retention have mastered seven issues:
1. Philosophy – They see chiropractic as a lifestyle, not merely a treatment of spinal complaints.
2. Patient values – They recognize that a patient wants health or pain relief—and know that convincing the latter to create the former is fruitless.
3. Practice marketing – They focus their promotions to reach those who want health and have the means to pay for it.
4. Staff training – They know patients are unlikely to embrace chiropractic as a lifestyle if their support team doesn't.
5. Office procedures – They've set up their onboarding process, practice environment and re-exam procedures to enhance retention.
6. Communication strategies – They boldly tell the truth and are not driven by acceptance, approval or political correctness.
7. Personal fulfillment – They don't get their social needs met at the practice and find long-term relationships more fulfilling than the heroics of delivering pain relief.
Bill Esteb has been a chiropractic patient and advocate since 1981. He is the creative director of Patient Media and the co-founder of Perfect Patients. He’s been a regular speaker at Parker Seminars and other chiropractic gatherings since 1985. He is the author of 12 books that explore the doctor/patient relationship from a patient’s point of view. His chiropractic blog, in-office consultations, patient focus groups and consulting calls have helped hundreds of chiropractors around the world. His Monday Morning Motivation is emailed to over 10,000 subscribers each week.