Moment of truth 4 of 13: the precare interview.
"Did you happen to read about my health care journey on our website?"
Remember, we buy the messenger before the message.
"So, tell me your story. What's brought you to our practice today?"
This is when great listening skills can establish a deep connection of trust and respect:
Establish eye contact – Be fully present and engaged.
Take notes – Show your regard for the patient and record unusual word choices which often point to important details worthy of follow up.
Avoid interrupting – Nothing demonstrates your regard for the patient more than to extend the courtesy of not interrupting or rushing to make assumptions.
Sum up in your own words – Share your interpretation of what you've heard so they can confirm and supply further details if necessary.
Offer hope – "Sounds like you've come to the right place. We've helped others with similar issues."
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 chiropractic gatherings since 1985. His 12 books 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. Since 1999 Monday Morning Motivation has been emailed to over 10,000 subscribers each week.